Housekeeping NC II Q&A

1. How to become a well-groomed butler/attendant?

A hotel butler must maintain a well-groomed appearance at all times, as they are often the first point of contact with guests. This includes wearing a uniform
that is clean, pressed, and properly fitted, as well as maintaining personal hygiene and cleanliness.

2. How to developed rapport from the guest?

One way to establish rapport to guest is to show that you're interested in their well- being. Know and appreciate guest's needs. See what you can do to help
them to meet those needs. Little things like finding information for them tend to make a big difference.
 Make a good introduction
 Actively listen.
 Ask engaging questions.
 Be aware of your body language.
 Find commonalities.
 Lead with empathy and respect.

3. Give at least 5 cleaning supplies.

Disinfectant
Metal Cleaners/polishers
Detergents
Air freshener
Glass cleaner

4. What is the right thing to do if you found dead guest in the room?
 Don’t panic;
 Don’t touch the body;
 Don’t touch anything inside the room specially the guest belongings;
 then call the front desk or front office or your supervisor ask for help but be very considerate to others dont make the other guest know that there's a dead person
in a hotel or they will all panic;
 Don’t leave the room..so they will not suspect you; and
 then make a statement report.

5. Distinguish the difference between the grooming of Public Area Attendant and Room Attendant.
Public Area Attendant
 Neat and well-fitted uniform or attire, often with the hotel's logo.
 Well-groomed hair, including styles that are neat and unobtrusive.
 Minimal use of makeup or jewelry, with a focus on a natural and clean appearance.
 Closed-toe, comfortable shoes for safety and comfort.
 Personal hygiene and cleanliness are paramount.
 doesn't wear hair net
Room Attendant.
 wears hairnet.
 Clean and hygienic uniform, often with gloves and apron to ensure cleanliness while cleaning rooms.
 Hair should be tied back and covered, if applicable, to prevent hair from falling into cleaned areas.
 Minimal use of perfume or scents to avoid leaving strong odors in guest rooms.
 Comfortable, closed-toe shoes suitable for walking and standing for extended periods.
 Personal hygiene, including regular hand washing, is crucial to prevent the spread of germs

6. What will you do if the guest complains about the room’s temperature?
What your staff can do about room temperature will depend on what the problem is. In most cases, the best way to handle this is to direct your guests on how to adjust
the temperature for themselves with their in-room AC unit or thermostat. Ideally, there will be easily readable printed instructions on the unit itself but be prepared to
walk guests step-by-step through the process.

7. As a butler, how will you pack/unpack and store guest luggage?

Packing and unpacking clothes is done with the presence of guest.
Unpacking Guest Luggage:
 Greet the Guest: When a guest requests assistance with unpacking, greet them warmly and inquire about their preferences.
 Luggage Handling: Handle the guest's luggage with care, ensuring you don't damage or soil it. Always request permission to handle heavy or bulky items.
 Assist with Unpacking: Unzip or open the luggage as per the guest's instructions. Lay out the items neatly on a clean surface, such as a luggage rack or bed.
 Respect Privacy: Do not inspect or handle the guest's personal items without their explicit consent.
 Provide Assistance: Offer to hang or fold clothing, arrange shoes, and help organize their belongings. Always follow the guest's preferences
 Offer Amenities: While unpacking, offer the guest any amenities they may need, such as hangers, extra pillows, or toiletries.
Packing Guest Luggage:
 Greet the Guest: When a guest requests assistance with packing their luggage, approach them with a warm and friendly greeting.
 Luggage Handling: Handle the guest's luggage carefully, ensuring you don't damage or soil it. If the luggage is particularly heavy or bulky, request the guest's
permission to handle it.
 Assess Guest Preferences: Ask the guest how they would like their items packed. Some guests prefer to pack their own belongings, while others may want your
assistance.
 Provide Packing Materials: If requested, offer packing materials such as boxes, tape, or garment bags for the guest to use.
 Assist with Packing: If the guest wants your assistance, help them pack their items neatly and efficiently. Use the guest's preferred packing methods and follow
their instructions.
 Verify Completion: Confirm with the guest that they have packed everything they need and ask if they require any additional assistance.
Storing Guest Luggage:
 Secure Storage: If the guest wants their luggage to be stored, take it to a secure storage area designated by the hotel. Ensure the storage area is clean and protected
from damage or theft.
 Label Luggage: Label each piece of luggage with the guest's name and room number to ensure easy retrieval.
 Provide a Claim Ticket: Issue a claim ticket to the guest, which they can use to retrieve their luggage when needed.
 Maintain Records: Make a record of stored luggage, including the guest's name, room number, and a description of the luggage, in case it needs to be retrieved.
 Retrieve Luggage Promptly: When the guest requests their luggage, retrieve it promptly and deliver it to their room or the designated location.
 Maintain Security: Ensure that the guest's luggage is secure and that access to the storage area is restricted to authorized personnel only.

8. What is the proper procedure of cleaning at least 3 types of shoes with the following materials: leather, lace/gamosa and rubber?
Prepare all needed shoe cleaning materials. Use the soft brush for the gamosa, and lace materials, making sure not to destroy any parts of shoes. For the leather shoes,
shoe polish, brush and piece of rug is used.

9. How can you assist guest in the repair of detached buttons on guest’s clothes?
Look for the most appropriate thread or buttons to be used. And then ask guest approval before starting the repair.

10. If you unintentionally hear the guest talking to someone in his/her room while cleaning, how can you assure the confidentiality of his transaction?
I will arrange a private area for my guest meeting, and then tell him/her to just give me a call just in case he/she needs my assistance. Also, inform the guest that what
you hear and saw in the room remains in the room.

11. How do you handle guest request for safekeeping of valuables?

Explain to the guest the safekeeping procedures and policies for valuable items, assist him to list down details of his/her items, and also remind the guest to have a copy
of his/her receipt.
Procedures and Policies
 Guest Request: When a guest wants to request safekeeping for their valuables, they can approach the hotel's front desk or concierge. Alternatively, they may find
a safekeeping request form in their room's information packet or use a designated phone number or intercom system to make the request.
 Verification: The hotel staff will ask the guest to provide identification, typically a government-issued ID or passport, to confirm the guest's identity and room
number.
 Item Inventory: The guest is asked to list and describe the valuables they wish to store, including a detailed inventory of items, their approximate value, and any
identifying marks or serial numbers.
 Signing a Waiver: The guest may be required to sign a waiver or agreement detailing the terms and conditions of safekeeping. This document usually includes
disclaimers regarding the hotel's liability for the stored items.
 Packaging and Inspection: The guest is typically responsible for packaging the items securely. A hotel staff member may inspect the items for security purposes
to ensure there are no prohibited or hazardous materials.
 Safe Storage: The hotel staff will store the valuables in a secure location, often in a hotel safe, vault, or a specially designated area. The items are typically placed
in a sealed container or bag, and both the guest and the staff member will sign off on the seal.
 Provide a Receipt: The hotel staff will issue a receipt to the guest, which includes a detailed list of the stored items. This receipt is essential for the guest to
retrieve their valuables later.
 Safekeeping Fee (depends on the standard of the hotel; may apply or not): Many hotels charge a safekeeping fee, either as a one-time fee or a daily charge, for
storing valuables. This fee may vary depending on the hotel's policy.
 Retrieval: When the guest wants to retrieve their stored valuables, they return to the front desk or designated safekeeping area. They will be asked to provide
their receipt and identification for verification.
 Unsealing and Return: A hotel staff member will unseal the stored items in the guest's presence. The guest is responsible for confirming the contents and
condition of their valuables.
 Payment Settlement (depends on the standard of the hotel; may apply or not): If there are any fees associated with safekeeping, the guest will settle these fees at
the time of retrieval.
 Signature and Feedback: The guest may be asked to sign a release form indicating that they have received their items. Hotels may also request feedback about
the safekeeping service.
 Accessibility and Hours: Guests should be informed of the accessibility and operating hours of the safekeeping service to ensure they can retrieve their valuables
when needed.

12. What is the importance of effective communication skills to a butler/valet service?

The importance of effective communication skills to a butler is that, he/she will have confidence to face all guests from different walks of life. Thus making guest feel
comfortable and happy knowing he/she was understood, likewise hotel will get good impression from the guest.

13. What is the generic term for ethanol

Alcohol

14. What are some symptoms/signs of alcohol intoxication?

Distorted speech, smell of alcohol, drowsy eyes, uncontrolled body movement, unpleasant statements.

15. Explain how food is presented to guest in room service from setting up to bidding goodbye?
I will set a table according to the standard table set-up, observing the proper positioning of cup's handle and the 3⁄4% - 1 inch distances of the table at the same time. I
will ask him to sign the bill. After which, I will ask him as to the time he wants me to bus out the dishes.

16. The guest requested for the arrangement of his trips/flight to other tourist spots of the country, whom should you refer him? And how?
I will properly refer the guest to the concierge.

17. How will you perform” MAKING UP ROOM” when there is guest inside?
I will do the bed making first, so that they could comfortably rest, while I will be doing the bathroom cleaning and such other areas needing attention.
Performing "making up room" or room cleaning while there are guests inside requires discretion, respect for the guest's privacy, and adherence to the hotel's policies.
Here are the steps to follow when cleaning a room with a guest present:
 Knock and Announce: Approach the guest room and knock on the door 3X. Announce yourself as a hotel staff member, stating your intention to clean the room.
For example, "Housekeeping, I'm here to clean the room."
 Wait for Consent: Wait for the guest's response. If the guest does not grant consent for you to enter, respect their wishes and inform them that you will return later
to clean the room.
 Respect the Do Not Disturb Sign (if there is): If there's a "Do Not Disturb" sign on the door or a similar indicator, it is essential to respect it and not enter the
room. You can leave a note or call the front desk to inquire when the guest would like their room to be cleaned.
 Schedule and Coordinate: If the guest gives you consent to enter, schedule a convenient time for them. Coordinate with the guest to ensure the cleaning does not
disrupt their activities or privacy.
 Room Entry: If the guest agrees and provides you access to the room, enter discreetly.
 I will do the bed making first, so that they could comfortably rest, while I will be doing the bathroom cleaning and such other areas needing attention.
 Maintain Discretion: While cleaning the room, maintain a high level of discretion. Avoid making unnecessary noise, and be mindful of the guest's presence. If the
guest is in the room, focus on tasks that do not require moving close to them, such as tidying up the bathroom or changing bed linens.
 Greet and Communicate: If you need to approach the guest to perform a task, greet them politely and inform them of the specific task you are performing. For
example, "I will be changing the bed linens now."
 Maintain Cleanliness: Ensure that the cleaning process maintains a high level of cleanliness and hygiene.
 Completion: Once the cleaning is complete, thank the guest for their cooperation and inform them that they can contact you if they need any further assistance or
have any specific requests.
 Exit and Secure the Room: Leave the room, ensuring that it is securely locked behind you.

18. Between a “Check out room” and request for “Make Up Room” which one will you do first?
I will do first the request for MAKE UP room" to satisfy the need of the guest, because the guest might be waiting in the room.

19. What is Alcohol intoxication?

Alcohol intoxication is defined as when the quantity of alcohol the person consumes produces behavioral or physical abnormalities. A person who is intoxicated with
alcohol they may have euphoria, poor coordination and movement, poor judgment, memory loss, slurred speech, confusion, and even coma and death if the person
consumed enough alcohol.

20. What are you going to do as a Housekeeper if your guest showing signs of alcohol intoxication?
 Offer another drink such as non-alcoholic beverages.
 Stop alcohol service to intoxicated guests.
 Inform the manager/supervisor about the situation
 Ask the help of a co-worker or manager to watch or help as you refuse to serve alcohol to a guest.

21. Discuss the proper loading of housekeeper’s trolley and explain why?
 I will see to it that the trolley is free from dirt and dust.
 Divide the trolley into sections based on the tasks to be performed. For example, separate sections for cleaning supplies, linens, amenities, and trash.
 Cleaning Supplies - Place cleaning supplies such as disinfectants, glass cleaners, and all-purpose cleaners in the most accessible and easily reachable part of the
trolley. This ensures that housekeepers can quickly grab the items they need for cleaning various surfaces.
 Linens - Store clean linens, including bed sheets, towels, and washcloths, in a separate section of the trolley. Ensure that they are neatly folded and easily
accessible for making beds and changing linens.
 Amenities - Keep amenities such as toiletries, coffee packets, and disposable items in a designated compartment. This allows for easy restocking in guest rooms
and bathrooms.
 Provide space for trash bags and bins to dispose of any waste generated during the cleaning process.
 Vacuum or Cleaning Equipment - If the trolley includes a vacuum cleaner or other cleaning equipment, secure it properly for easy maneuvering and access.
Vacuum cleaners can often be attached to the trolley to save space.
 Weight Distribution - Ensure that the trolley is evenly loaded to prevent tipping or straining. Heavier items should be placed at the bottom or centered for
stability.

22. Discuss thoroughly the difference between Bed Making and Make up Bed?
Bed making is the task of changing the linens of the bed of a check out room, while make-up bed is the fixing of the bed of an occupied room using the same linens.

23. Explain the safety measures in making up or bed making?

The bed making calls for enough strength and proper techniques in order to do it properly. I should bend my knees when mitering and lifting mattresses rather than
bending my back to protect my spine. When blood stain is seen I should place it inside a plastic bag, label it properly and segregate it.

24. Will you identify the materials used for flooring, walls and ceiling? Discuss the proper cleaning and appropriate cleaning materials to use?
Flooring Materials:
Hardwood - To clean, use a damp mop with a hardwood floor cleaner or a mixture of water and a mild wood-specific cleaner. Avoid excess water, which can damage
the wood.
Laminate - Use a damp mop or cloth with a mild, non-abrasive floor cleaner or a mixture of water and vinegar. Avoid excessive moisture, which can cause warping.
Carpet - Carpets require regular vacuuming to remove dust and dirt. For deeper cleaning, use a carpet cleaner. Spills and stains should be treated promptly with a
suitable carpet stain remover.
Ceramic or Porcelain Tile - Ceramic or porcelain tiles are cleaned with a mixture of water and a mild, non-abrasive tile cleaner or a solution of water and vinegar.
Avoid abrasive materials that can scratch the tiles.
Vinyl - Regularly sweep or vacuum, and clean with a mixture of water and a vinyl floor cleaner. Avoid using abrasive scrubbers.
Natural Stone - Natural stone floors like marble or granite require special care. Use a pH-neutral stone cleaner, and avoid acidic or abrasive cleaners that can damage
the surface. Seal the stone periodically to maintain its appearance.
Concrete - Clean concrete floors with a pH-neutral cleaner or a mixture of water and mild soap. Avoid acidic or harsh chemicals that can harm the concrete.
Cork - Vacuum or sweep cork floors regularly to remove dirt and dust. Clean with a damp mop using a cork-specific cleaner or a mixture of water and mild soap. Be
cautious about excess moisture to prevent warping.
Wall Materials:
Drywall (Gypsum Board) - Drywall can be cleaned with a soft, dry cloth or a duster to remove dust. Stains can be spot-cleaned with a mild detergent and water.
Paint - Painted walls can be wiped clean with a damp cloth or sponge using a mild, soapy water solution. Avoid harsh chemicals that can damage the paint.
Wallpaper - Dry dusting or vacuuming with a brush attachment is the best method for cleaning wallpaper. Be very gentle to avoid damaging the surface.
Wood Paneling - Dust wooden panels with a dry cloth or duster. If necessary, clean with a mixture of water and a wood-specific cleaner.
Tile - Ceramic or porcelain tile walls can be cleaned with a mild tile cleaner or a mixture of water and vinegar. Avoid abrasive materials that can scratch the tile surface.
Brick - Brick walls can be cleaned with a stiff brush or a vacuum cleaner equipped with a brush attachment. Be cautious not to damage the mortar.
Stone Veneer - Clean stone veneer walls with a pH-neutral stone cleaner. Avoid abrasive or acidic cleaners that can harm the stone.
Fabric - Fabric wall coverings should be cleaned following the manufacturer's recommendations. Some may be dry cleaned, while others may require gentle spot
cleaning.
Ceiling Materials: (You may use, ladders, extension poles, Vacuum Cleaner with Attachment, and Step Stool for easy access.)
Drywall (Gypsum Board)- Similar to wall drywall, ceilings can be cleaned with a soft, dry cloth or a duster to remove dust. Stains can be spot-cleaned with a mild
detergent and water.
Drop Ceiling Tiles - Dust or vacuum ceiling tiles carefully. Avoid excessive moisture as it can damage tiles. Clean stains with a mild detergent solution.
Wood Planks or Panels - Wooden ceilings can be cleaned with a dry cloth or duster. If necessary, use a mild wood cleaner or a mixture of water and soap.
Tin Ceiling Tiles - Tin tiles are generally easy to clean with a damp cloth and a mild detergent solution. Avoid abrasive cleaners that can damage the finish.
Exposed Beams - Dust exposed beams with a dry cloth, vacuum cleaner, or a soft brush. Be gentle to avoid damage.
Metal Ceiling Panels - Metal panels can be cleaned with a damp cloth and a mild detergent solution. Avoid abrasive cleaners that can scratch the metal.
Stucco or Plaster - Gently dust or vacuum stucco or plaster ceilings. Use a mild detergent solution for stain removal. Avoid excessive moisture.

25. How do you maintain the housekeeping equipment like a vacuum cleaner?
I have to empty the dust bag, wipe the body, handle of the vacuum cleaner and the wiring. Then I will fold the wiring properly and neatly before storing it.

26. Discuss the tasks for TURN DOWN SERVICE?

 Turn down service is usually done between 5:00 pm to 9:00 in the evening, to prepare the room for guest's sleep.
 I empty the waste basket, wash the used glasses and remove other mesh in the room.
 I will clean the CR, close the curtains, then prepare the bed with the turn down folding of the linens at the side where the phone is placed.
 I will spray with room deodorizer and give a last look.

27. What is the standard procedure for laundry?

 Starts from picking up to segregation or sorting of guest's clothes and linens.
 Check on stained linens and separate them for proper treatment.
 The clothes are separated according to its color and types.
 The white are separated from colored
 The white are further segregated according to soilage
 Check guest clothes labels as to laundry instruction, then separate
 Proceed with the rinsing and soaping
 Final rinsing and softening
 Check as to the quality of laundry
 Repeat if necessary
 Dry and iron
 Label and deliver

28. What is the proper way or process of ironing?

Start the procedure by checking and dusting the iron board. Make sure to put a piece of paper/newspaper/manila paper under the iron board to avoid the clothes to get
contact with the floor.
POLO: Start at the back part of the collar, then front, button holes, the shoulders, sleeves and whole body.
PANTS: start with the back of the waist line, pockets and zipper, the whole of the upper hip lines and the lower parts.

29. What will be your basis for the choice of the method of laundry to be used?
The type of clothing material used, the laundry instruction on the tag, and the degree of spoilage will be my basis for the laundry method to be used.

30. Why is it necessary to conduct post laundry activity?

So that we will know if there were damages to clothing material after the laundry to be able to do repair, and to check on the quality of the laundry done, and to check is
the stained were removed.

31. How will you bill and deliver laundry for guest?
The clothes must be checked against the list and descriptions. Careful inventory of laundered clothes must be done prior to billing and delivery.
33. What is the proper way of operating a washing machine? Discuss the cleaning agents and chemicals and its uses.
Cleaning agents and chemicals and its uses:
- Laundry powder - used to remove dirt from the fabric
- Bleach - to remove stains from the fabric
- Detergent: are the primary cleaning agents in laundry. They contain surfactants that help remove dirt, stains, and oils from fabrics.
- Fabric Softener: are used to reduce static, soften fabrics, and leave a pleasant scent on clothes.
- Stain Removers: are designed to target specific types of stains, such as grease, wine, ink, or blood.
Proper way of operating a washing machine:
Sort Your Laundry: Separate your laundry into different loads based on color, fabric type, and care labels.
Read the Owner's Manual: Always start by reading the owner's manual for your specific washing machine model. This will provide you with important information
on its features, settings, and maintenance.
Load the Machine: Wipe the body of the machine with a clean cloth. Open the machine's door or lid and load your sorted laundry items into the drum. Do not overload
the machine; leave some space for clothes to move freely. Overloading can reduce cleaning efficiency and strain the machine.
Add Detergent: Measure and add the appropriate amount of laundry detergent based on the load size, water hardness, and detergent type (liquid, powder, pods). Avoid
using too much detergent, as it can lead to excess suds and poor rinsing.
Choose the Settings: Select the wash cycle and water temperature that best suits the type of laundry you're washing. Common cycle options include regular, delicate,
and heavy-duty, and water temperatures can be cold, warm, or hot.
Optional Settings: Adjust other settings, if available, such as spin speed, soil level, or additional options like pre-wash, extra rinse, or a delayed start. The right settings
depend on the type of load and your preferences.
Start the Machine: Close the door or lid securely and start the washing machine. Some machines may have a delay start feature, so be sure to select the desired start
time if needed.
Monitor the Wash: Keep an eye on the washing machine during the cycle. If you notice any unusual sounds or vibrations, stop the machine and check for issues before
continuing.
Add Fabric Softener (if desired): If you use fabric softener, add it during the rinse cycle or as specified in your machine's instructions.
Unload and Dry: When the cycle is complete, carefully unload the machine. Promptly remove clothes to prevent wrinkles, and transfer them to the dryer if necessary.
Clean the Machine: After you've finished your laundry, wipe down the machine's drum and seals to prevent mold and mildew. Leave the door or lid ajar to allow the
drum to dry fully. Periodically clean the detergent dispenser and lint filter as well.
Perform Regular Maintenance: Follow the manufacturer's recommendations for regular maintenance tasks, such as cleaning the filter, checking hoses for leaks, and
descaling if you have hard water.

34. How do you care for laundry equipment and supplies?

The machine must thoroughly cleaned to remove residue of dust and particles. This is to have a good maintenance of the machine and to prepare for the next laundry.
All cleaning materials and chemicals must returned to storage area. The floor must be free of soap and other accident causing materials.

35. How to prepare/fill up a comprehensive laundry report and billing of laundry services.
 Gather Information: Collect all relevant information, including the customer's details, the laundry items, and the services provided.
 Use a Standard Format: Create a standardized template or form for your laundry report and billing to ensure consistency.
 Include Customer Information: At the top of the document, include the customer's name, contact information, and any account or invoice number.
 Date and Reference Number: Add the date of the billing and a unique reference number for tracking purposes.
 Itemized List of Laundry Services: List each laundry item individually, specifying details such as item type, quantity, and any special requests or instructions.
 Description of Services: Detail the laundry services provided, including washing, drying, folding, ironing, stain removal, or any other special treatments.
 Pricing Information: Specify the price or rate for each service and the total cost for each laundry item.
 Additional Charges: If there are any additional charges, such as delivery fees, express service charges, or taxes, itemize and add them to the bill.
 Subtotal: Calculate the subtotal, which is the sum of the costs of all laundry items and services.
 Discounts or Promotions: - If applicable, include any discounts or promotional offers and clearly show the adjusted total.
 Grand Total: - Calculate the grand total by adding the subtotal and any additional charges or taxes.
 Payment Terms: - Specify the due date and payment methods, such as credit card, cash, check, or online payment options.
 Terms and Conditions: - Include any terms and conditions of the laundry service, such as a refund policy, liability disclaimers, or late payment penalties.
 Signature and Authorization: - Include a section for the customer to sign and authorize the billing. This can be especially important for commercial or corporate
clients.
 Contact Information: - Provide your contact information, including a phone number and email address, for any questions or clarifications.
 Review and Proofread: - Carefully review the laundry report and billing for accuracy, ensuring that all items, services, and charges are correctly documented.
 Delivery or Distribution: - Send the bill to the customer through the chosen method, whether it's by mail, email, or hand delivery.
 Record Keeping: - Keep a copy of the laundry report and billing for your records.
 Payment Confirmation: - Once the customer makes the payment, confirm it and update your records accordingly.

36. What is PPE and why is it important during public area cleaning?
PERSONAL PROTECTIVE EQUIPMENT - It is very important for the safety and protection of housekeeper's against possible bacterial contamination and from being
hurt with sharp objects.

36. Discuss the complete procedure of using a floor polisher and a carpet shampoo?
FLOOR POLISHER
Safety Precautions: Before operating the floor polisher, ensure you are wearing appropriate safety gear, including non-slip footwear, safety glasses, and hearing
protection if necessary. Make sure the area is well-ventilated.
Pre-Inspection: Examine the floor to be polished to identify any obstacles, debris, or potential hazards. Remove any loose items from the floor that might get caught in
the machine.
Prepare the Floor: Sweep or vacuum the floor to remove loose dirt and debris. Make sure it is clean and free from obstructions.
Prepare the Floor Polisher: Fill the solution tank with the appropriate floor cleaning solution or polish, following the manufacturer's instructions for dilution if
necessary. Attach the appropriate polishing pad or brush to the machine.
Familiarize Yourself with the Controls: Learn how to operate the floor polisher's controls, including the power switch, speed control, and handlebar adjustments.
Plug In and Power On: Plug the floor polisher into a suitable electrical outlet, and turn on the machine according to the manufacturer's instructions. Make sure the
power cord is positioned safely to avoid tripping hazards.
Position the Machine: Stand behind the floor polisher, holding onto the handlebars. Position the machine so that it's ready to start in a clear area of the floor.
Start Slowly: Begin at the lowest speed setting, especially if you are not experienced with the machine. Gradually increase the speed as you become more comfortable.
Operate the Floor Polisher: Move the floor polisher back and forth in a slow, controlled manner, overlapping your previous passes to ensure even coverage. Apply
gentle downward pressure, allowing the machine's weight to do most of the work.
Maintain a Steady Pace: - Maintain a consistent pace while operating the machine. Avoid sudden stops or sharp turns, as they may cause streaks or uneven polishing.
Polish in Sections: - Work on the floor in manageable sections, moving in a logical pattern to ensure thorough coverage. Complete one section before moving on to the
next.
Finish and Shut Down: - Once you have covered the entire floor, reduce the machine's speed to the lowest setting, and then turn it off. Allow the polishing pad or
brush to stop completely before lifting it from the floor.
Clean the Machine: - Empty and clean the solution tank, and remove and clean the polishing pad or brush as per the manufacturer's recommendations. Wipe down the
machine to remove any residue.
Inspect the Finished Floor: - Inspect the floor to ensure that it has been properly polished, and make any necessary touch-ups if you notice any missed areas.
Safety First: - Always unplug the machine and store it safely when you're finished using it. Keep the area clear of obstacles and hazards.

CARPET SHAMPOO
Preparation - Before you begin, vacuum the carpet thoroughly to remove loose dirt and debris. This step is essential for effective cleaning.
Prepare the Shampoo Machine: Fill the carpet shampoo machine's clean water tank with hot water according to the manufacturer's instructions. Add the
recommended amount of carpet shampoo solution to the tank. Be sure to follow the dilution ratio specified on the product label.
Test an Inconspicuous Area: Before you start cleaning the entire carpet, test the shampoo solution on a small, inconspicuous area to ensure it doesn't cause color
fading or damage to the carpet. Wait for the tested area to dry and check for any adverse effects.
Begin Shampooing: Start at a corner of the room and work your way toward the exit, so you don't walk on the freshly shampooed carpet. Turn on the shampoo
machine and engage the brushes or rollers.
Shampoo in Rows: Push the machine forward slowly and release the shampoo solution onto the carpet. Then, pull the machine back over the same area to suck up the
dirty water. Continue in rows, overlapping each pass slightly.
Extra Cleaning for Stubborn Stains: For stubborn stains, pre-treat them with a stain remover before shampooing. Follow the instructions on the stain remover
product.
Scrubbing: If there are heavily soiled or stained areas, use a soft-bristle brush or scrubbing brush to agitate the shampoo into the carpet fibers. This can help loosen dirt
and stains.
Refill and Empty: As needed, refill the clean water tank with hot water and shampoo solution and empty the dirty water tank. This keeps the cleaning solution
effective throughout the process.
Rinse the Carpet (Optional): To remove any residual shampoo or detergent, you can rinse the carpet by filling the clean water tank with clean, hot water and running
the machine over the carpet without adding shampoo.
Extraction and Drying: After shampooing, continue running the machine over the carpet to extract as much water as possible. It's essential to remove excess moisture
to prevent mold or mildew growth. Open windows or use fans to speed up the drying process. Avoid walking on the carpet until it is completely dry.
Inspect and Repeat (if necessary): After the carpet has dried, inspect it for any remaining stains or spots. If necessary, repeat the shampooing process or spot-treat
specific areas.
Replace Furniture: Once the carpet is completely dry and you are satisfied with the cleanliness, replace furniture and ensure the carpet is protected from heavy traffic
until it fully settles.

37. Identify the cleaning equipment and chemicals and its uses? Identify at least 6 cleaning chemicals and its uses.
EQUIPMENT
Vacuum Cleaner: Removing dust, dirt, and debris from carpets and floors. Some models also have attachments for upholstery and hard-to-reach areas.
Floor Buffer/Polisher: Buffing and polishing hard floors to restore their shine.
Furniture Polisher: Polishing and restoring the shine to wooden furniture.
Upholstery Cleaner: Cleaning and refreshing upholstery, including sofas, chairs, and car interiors.
Pressure Sprayer: Applying cleaning solutions or pesticides to outdoor areas, such as lawns and gardens.
Upholstery Cleaner: Cleaning and refreshing upholstery, including sofas, chairs, and car interiors.
CLEANING CHEMICALS
All-Purpose Cleaners: All-purpose cleaners are versatile and can be used on a variety of surfaces, including countertops, appliances, and bathroom fixtures.
Glass Cleaners: Glass cleaners are designed to clean glass surfaces, such as windows and mirrors, leaving them streak-free and clear.
Disinfectants and Sanitizers: Disinfectants and sanitizers kill germs and bacteria on surfaces, making them essential for cleaning high-touch areas, including
doorknobs, light switches, and bathroom fixtures.
Bleach: Bleach is a powerful disinfectant and stain remover. It can be used to sanitize and whiten laundry, clean bathroom surfaces, and disinfect kitchen areas.
Degreasers: Degreasers are effective at removing grease and grime from surfaces, making them suitable for cleaning stovetops, range hoods, and kitchen appliances.
Scouring Powder: Scouring powders, often containing abrasive particles, are used for scrubbing and cleaning tough stains and mineral deposits on sinks, bathtubs, and
cookware.

38. How can you reduce risk/ prevent accident for your colleagues and guest?
I will install the caution sign or barricade the area.

38. Discuss the proper care of equipment and cleaning chemicals, why?
clean and store to its proper places after using.

39. While cleaning you noticed a strong gas leakage, and discovered the water leakage, what will you do and why?
Both leakages can cause damage to the hotel but I will immediately report the gas leakage to be followed by the water leakage.

40. How do you manage hotel waste and garbage? Discuss thoroughly
Segregate the biodegradable, non biodegradable and toxic.

41. How will you handle the situation when an intoxicated guest held your arm and pulled you towards the room?
When the guest is intoxicated, he has no more control of his speech and actions. In such case, I will politely excuse myself.

42. How will you handle a guest who arrived to the hotel with the signs of intoxicated?
I will assist him with the necessary assistance like securing his things inside the room. I will see to it that his door is properly closed before leaving him. And I will do
follow up of his condition.

43. Give at least 3 areas to be cleaned under the public area?

 Entrance and Reception Area
 Public restrooms
 Common Seating and Gathering Areas
 Hallways

49. How will you assist guest in his/her request?

Active Listening: When a guest makes a request, listen carefully to understand their needs and any specific details or preferences they may have.
Empathy and Courtesy: Respond to the guest with empathy and courtesy. Let them know that you understand their request and are here to help.
Confirm and Clarify: Repeat the request or clarify any details to ensure you have a complete understanding of what the guest needs. This helps avoid
misunderstandings.
Offer Solutions: Provide options or solutions to fulfill the guest's request. If it's within your authority, offer a solution immediately. If not, inform the guest of the
process and the expected timeline for resolution.
Inform of Policies: If the guest's request involves hotel or establishment policies, explain these policies respectfully and professionally. If there are any exceptions or
alternatives available, let the guest know.
Efficiency and Timeliness: Act promptly to fulfill the request. Guests appreciate quick responses and solutions to their needs.
Clear Communication: Clearly communicate the steps you'll take to fulfill the request, including any estimated timeframes.
Follow-Up: If the request will take some time to fulfill, or if it's a multi-step process, follow up with the guest to keep them informed of the progress.
Double-Check: Before delivering the requested service or item, double-check to ensure accuracy and quality.
Respect Privacy: When assisting guests, be mindful of their privacy and personal space. Respect their boundaries and confidentiality.
Thank and Invite Feedback: After fulfilling the request, express your gratitude to the guest for choosing your establishment and ask if they are satisfied with the
service. Encourage them to provide feedback.
Problem Resolution: If the guest encounters any issues or is not satisfied with the service, be prepared to resolve the problem. Address their concerns professionally
and try to find a suitable solution.
Document Requests: In some cases, it's essential to document the guest's request and the steps taken to fulfill it, particularly for more complex or time-sensitive
requests.
Maintain a Positive Attitude: Regardless of the nature of the request, maintain a positive and friendly attitude when assisting guests. A positive attitude can greatly
enhance the guest's experience.

50. Give the core competencies of Housekeeping NC II.

- Clean and prepare rooms for incoming guests
- Provide valet/butler service
- Laundry linen and guest clothes
- Clean public areas, facilities and equipment
- Deal with/Handle intoxicated guests

51. The 6 S of housekeeping - sort, set in order, shine, standardize, sustain, safety and security.