SECTOR: TOURISM MODULE 1

PROVIDING HOUSEKEEPING SERVICE TO GUESTS

UNIT OF COMPETENCY:
PROVIDE HOUSEKEEPING SERVICES TO GUESTS Information Sheet No.1

MODULE TITLE: 1. INTRODUCTION TO HOTEL HOUSEKEEPING

PROVIDING HOUSEKEEPING SERVICES TO GUESTS
HOSPITALITY
MODULE DESCRIPTION:  It is the cordial and generous reception and entertainment of guests or strangers,
This module deals with the knowledge and skill required in cleaning and preparing either socially or commercially.
room for guests, process laundry and provide valet/butler services.
HOUSEKEEPING
NOMINAL DURATION:  Refers to the up keep or maintenance of cleanliness and order, in a house or lodging
establishment, in an inn, hotel, apartelle, condominium, resort, dormitory or
CERTIFICATE LEVEL: National Certificate Level II hospital.

SUMMARY OF LEARNING OUTCOMES Types of Housekeeping:

Module 1 Provide Housekeeping Services 1. Domestic Housekeeping

LO 1. Introduction to Hotel Housekeeping  Refers to housekeeping maintenance in a house, to include bedrooms, kitchen,
LO 2. OH & Procedures dining, receiving area, grounds and the surrounding areas within the house;
LO 3. Prepare Rooms for Guests  The lady of the house acts as the head housekeeper and is responsible in keeping
LO 4. Provide Assistance to Guests the household in proper order;
 Simpler to manage
LO 5. Lost and Found Articles

2. Institutional Housekeeping
Module 2 Cleaning Premises (Public Areas)
 Applies to housekeeping maintenance in a commercial lodging establishments like
hotels, resorts, inns, apartelles;
Module 3 Provide Laundry Services  Blown-up to a more complex and sophisticated tasks. With a lot of guests to attend
to, housekeeping responsibilities have to be distributed to several sections or areas
Module 4 Provide Valet/Butler Services of the housekeeping department.

HOUSEKEEPING DEPARTMENT
 The largest department in a hotel and considered the heart of the hotel.
OBJECTIVES OF THE HOUSEKEEPING DEPARTMENT
1. Service – maintain highest standard of guest service.
 Every effort must be made to provide maximum guest satisfaction.
2. Quality – all guests must be able to relax in clean, quiet and comfortable
surroundings.
3. Excellence – guests must be serviced by the finest and the most modern techniques
and equipment’s available.
EVERY EFFORT MUST BE MADE TOMAINTAIN THESE STANDARDS
IMPORTANCE OF HOUSEKEEPING:
 Responsible for coordinating with the personnel department to maintain effective
staffing system.
 Responsible for communicating with all departments to ensure smooth service to
guest.
 Responsible to work together with the Training Department for programs to develop
staff to the highest performance required by the hotel.
 Housekeeping Supervisors are to check each of their assigned on a more formal
basis at least every two to three days. A checklist is used to ensure that all areas are
covered and that necessary cleaning or repairs are initiated and followed-up.
Records should be maintained. For:
The P.M Report follows the same procedure as the A.M Report and in normally taken by 9:00
P.M.
 Be careful when laying out vacuum hose in the corridor so the passing guests or
employees will not fall over them.
 Report at once any broken or defective furniture and equipment in guests rooms to
the supervisor.

1. Prevention of bacteria contamination AREAS OF RESPONSIBILITY OF THE HOUSEKEEPING DEPARTMENT

 Without housekeeping, the establishment becomes highly vulnerable to bacteria 1. Guestrooms:
contamination that could result to illness and disease.  Standard rooms
 Suites
 Penthouse
2. Maintenance of furniture  Studios
 Furniture when not properly cleaned and maintained will have short life span.  Deluxe rooms
 All other types of rooms being sold by the hotel
3. Makes for safety hazards that could endanger the guests or costumers. 2. Linen Room:
 Housekeeping department’s own linens
RESPONSIBILITIES OF THE HOUSE KEEPING DEPARTMENT:  Food and beverage linens
 Employees’ uniforms
 All linens from the other department of the hotel
 Responsible for equipment, staff, linen and uniforms of the department of the hotel.
 Responsible for designing, implementing and evaluating Housekeeping systems.
 Responsible for providing best appearance of public areas and guestrooms. 3. Public Areas and Back of the House:
 Responsible for maintaining a systematic and effective administrative system for the  Offices
department.  Function Rooms
 Restaurants
  Lounges
 Lobby and Terrace 3. Secretary of the HKD
 Social Hall  Responsible for the communications within HKD, FO, and other department.
 Ballroom SPECIFIC DUTIES:
 Guest Cafeteria
 Comfort Rooms
 Administers lost and found articles.
 Receives and reports missing or damaged items for repairs.
4. Laundry Room:  In-charge of secretarial and clerical jobs at the HKD.
 Food and Beverages laundry
 Housekeeping department’s laundry
 Guests’ laundry 4. Floor Supervisor
a. Head of room attendants.
b. Responsible for well maintained guest rooms.
5. Gardening and landscaping : SPECIFIC DUTUIES:
 All surrounding areas
 Assigns room attendants of their duties and inspects cleanliness.
 Examines rooms for repair and makes recommendations and replacement.

HOUSEKEEPING PERSONNEL:
5. Room Attendants ( Room Boys/ Chambermaids)
 Housekeeping staffs must show concern for guests, which makes the guests want to  Provides services for maintenance of guestrooms, according to optimum standards
return; the basic ingredient for growth in occupancy and success in the hotel of cleanliness and sanitation.
business.
SPECIFIC DUTIES:
1. Executive Housekeeper
 Directs and controls the activities of housekeeping department and all the  Cleans and makes up rooms.
housekeeping staff.  Reports missing or damaged items.
 Clean doors, ceilings and mirrors.
SPECIFIC DUTIES:  Replace supplies.
 Submits daily reports.
 Oversees the work of the house.  Renders assistance to the guests at all times.
 Trains employees.
 Sees to it that all rooms and areas conform to the highest standards of cleanliness 6. Linen Room Supervisor
and orderliness.  In-charge of the linen room and supervises the activities of the linen room and the
 Inspects rooms regularly. linen room staff.
 Coordinates with the F.O regarding transfer of guests and problems.

2. Assistant Executive Housekeeper SPECIFIC DUTIES:

 Assists the housekeeper in the absence of Executive Housekeeper.
  Do the washing of linens, uniforms and guests’ laundry.
 Supervises the inventory of linens and uniforms.
 Ensures sufficiency of supplies through requisition and controls them. 11. Pressers
 Irons linens, uniforms, guests’ clothes and other linens that needs pressing.
7. Linen Room Attendants
 Responsible for receiving, sorting and issuing of uniforms and linens. 12. Head Houseman
 Directs and controls the activities covering public area maintenance and ensures
SPECIFIC DUTIES: conformity to prescribed housekeeping policies standards.

 Assists in inventory and supplies. SPECIFICDUTIES:

 Assists in arrangement of flowers.
 Sorts out linens for repair, discard or use.  Maintains quality housekeeping in all public areas.
 Prepares and assembles linen and guest’s supplies as required.  Conducts regular inspection of the different public areas as to cleanliness and
maintenance and checks for things that needs repair or corrective action.
8. Seamstress/Tailor  Checks orders in all areas, ensuring the fixtures and furniture are in the right place,
 Responsible for repairs on hotel employees uniforms, hotel linens and guests’ such as plant boxes, décor, etc.
clothing.  Monitors and supervises proper use and maintenance of cleaning supplies and
equipment as well as tools and materials.
SPECIFIC DUTIES:  Checks equipment’s regularly for their condition. Have them cleaned and regularly
repaired when out of order.
 Reports condemnation of linen and converts condemned linens to usable ones.  Checks and par stock requirements and makes requisition for replenishment.
 Assists in inventory.  Reports all unusual incidents and accidents in his area.
 Assists in missing supplies.  Trains, coaches, and supervises his staff.
 Performs other related duties that may be assigned to him.
9. Laundry Room Supervisor
 Plans and directs laundry room activities and ensures economic process of laundry. 13. Housemen
 Cleans and maintains public areas and do minor repairs in any area of the hotel.

14. Powder-room Girl

 Cleans, maintains and replenishes supplies of public guest rooms.
SPECIFIC DUTIES:
 Cleans and maintains employees’ lockers.

 Coordinates with the other departments of the hotel to ensure availability of

15. Head Gardener
supplies.  Responsible for gardening and landscaping.
 Examines guests’ clothes and other items before processing.  Supervises the work of gardeners.

10. Laundry Room Attendants

 16. Gardeners  Employees should create an impression that is efficient and speedy service.
 maintains the gardens, indoor plants and the surrounding of the hotel.  Attitudes to work, guests and fellow workers are reflected in the way employees
walk, stand and conduct themselves in the presence of the guests.
17. Mini-Bar Runner/ Attendant  Behavior is “on show” all the time.
 Responsible for performing mini-bar operating procedures.
GROOMING STANDARDS:
SPECIFIC DUTIES:
PERSONAL APPEARANCE AND HYGIENE:
 Maintains par stock of mini-bar items, requests for replenishment of consumed
stocks. 1. Preventive measure against body odor should be taken:
 Makes records of consumption per room and prepares sales report.
 Assists in promotion of mini-bar. a. Daily shower
 Records salable stocks, informs supervisor on slow and non-salable stocks. b. Use of deodorant
 Conducts mini-bar inventory. c. Daily change of uniform
 Cleans and maintains mini-bar.
 Checks and collects mini-bar receipts in all guestrooms.
 Prepares billing of mini-bar consumption report, giving priority to expected check- 2. The uniform should be worn properly, with nameplate.
3. Shoes should be clean.
outs for the day.
4. Fingernails should be trimmed and kept clean.
 Coordinates with the Front Office regarding bills especially late charges.
5. For male employees:
 Performs other duties as may be assigned.
a. Hair should be well groomed and not touching the collar.
b. Face should be clean shaven; no mustache, beard or side burns.
18. Laundry Valet Attendant c. Strong smelling lotion or gel should be avoided.
 Administer guests’ clothes for laundry. 6. For female employees:
a. Cosmetics and perfumes should be used moderately.
b. Jewelry shall be limited to a wristwatch, wedding band or plain earrings.
c. Only light nail polish should be used.
d. Nets should be used for long hair.
Information Sheet No. 2
e. Socks or stocking should be held up firmly.
LO 2 – OCCUPATIONAL HYGIENE AND SAFETY PROCEDURES (OH & S)

ATTITUDE AND OTHER IMPORTANT PRACTICES AT WORK:

PERSONAL PRESENTATION AND ATTITUDE

1. Punctuality is expected for every employee.

The way you present yourself will have a lasting effect on guests. 2. Punch in/out procedures should be carefully observed.
3. Notify management in advance in case of absence.
 It is also important that all employees have a pleasant appearance when working 4. Important details should be jotted down. No one should trust these to memory.
with fellow workers, as this helps to create a professional atmosphere and attitude 5. Unnecessary noise likely to disturb and annoy guests should be avoided.
among all staff members.  Talking or laughing loudly
  Whistling or singing  Do not step on the edge of bath tub, or washing bowl using it as a ladder to reach
 Running on the stairs or corridors higher surface.
 Horseplay  Wear safe, comfortable and proper attire at all times when at work.
 Do not switch on lights with wet hands.
6. Service elevators shall be used only in transporting supplies.  Do not pick up broken glass, razor blades and other sharp objects with your bare
7. No smoking policy should strictly be observed. hands. Use proper tools in picking up these things.
8. Employees should stay only on areas where they are assigned.  Do not obstruct the hallways with bucket, mop, and other cleaning tools and
9. Use hotel telephones or intercoms for official business purposes only. equipment.
10. Use employees’ restrooms and facilities with care.  Be careful when laying out vacuum hose in the corridors; guests or employees might
11. Gambling, drinking alcoholic beverages and eating in guestrooms are prohibited. fall over them.
12. Personal guests of employees are to be discouraged from visiting or calling unless in  Report at once any broken or defective furniture or equipment in guestrooms to the
case of emergencies, and thru the personnel office. supervisor.
13. Furniture should be lifted, not dragged.  Place proper signs like “WET FLOOR” sign when cleaning the floor.
14. Cleaning materials and equipment should be used and handled with care.  Always discard cigarettes or cigarette butts in proper containers.
15. Standard procedures should be observed unless otherwise directed by supervisors  Keep all passageways and fire escape corridors free from obstruction, debris and
under certain conditions. equipment.
16. Valuables and hotel properties should not be kept in lockers.
STANDARDS OF IDEAL HOUSEKEEPING:
SAFETY RULES FOR THE HOUSEKEEPING DEPARTMENT
1. Cleanliness
 Common sense is probably the best deterrent to accidents on the job and also  All area immaculately clean, corner to corner, top to bottom, and all surfaces
protection for others in the Housekeeping Department, to be alert for possible including closets and storage areas.
hazards. It can be said that;  Furniture and fixtures are properly dusted; doorknobs and metal fixtures are
“AN OUNCE OF PREVENTION IS WORTH A POUND OF CURE” polished with the right polishing chemical.
 Windows and glass panels are dusted and polished.
SUGGESTED SAFETY TIPS:  Floors are vacuumed, polished and shampooed when necessary.
 Grounds are free of litter or dirt.
 Wipe up spills, leaks and tracked-in water promptly to prevent slips and falls.
 Repair ripped carpets immediately. 2.Orderliness
 Be careful in mixing detergents and cleaners so as not to splash on eyes and skin.  Facilities and fixtures are properly arranged and installed in appropriate location.
 Check electrical appliances and equipment before use; check for frayed wires, loose  Room amenities are properly placed in appropriate location.
plugs and connections.  Linens are neatly folded.
 Check light fixtures daily; dimly lit and dark areas can be hazardous.  Beds are made up properly; linens are mitered and wrinkle free.
 Report any injury to the supervisor immediately for first aid.  The whole area is free from all sources of bacterial contamination such as indisposed
 Report any hazards such as broken floor, slippery floor and staircases, tripping garbage and left over, stagnant water, etc.
hazards, defective light cords, ladders and tools left behind.  Garbage receptacles are properly underlined with garbage bags, covered properly
and disposed off regularly.
 All items which come in direct contact with the body of the guests’ like linen,
cutleries, glasses, etc., are sanitized with sanitizing agents to protect guests from
possible bacterial contamination.
 Glasses and water jugs should be properly covered.
 All areas are protected from pest infection and regularly fumigated to eliminate
pests.
3. Guests’ Comfort
 Rooms are properly ventilated and lighted.
 Guests are not disturbed by noise and any other distractions.
4. Eye Appeal
 Ambiance is soothing to the eyes.
 Suitable interior design is provided for, including proper blending of colors.
 No eye-sore is found on guest-contact areas.
 Wall decors and TV sets are placed at eye level.
 All appliances and equipment’s are regularly checked for damages, and maintained
in safe working condition to avoid accidents.
 Losses, damages and equipment breakdown are properly reported, documented and
accounted for, and given appropriate action.
 There is regular inventory of supplies and materials.
 Effective control measures are designed and enforced to prevent losses and
pilferages.
 Staff is trained on proper use and maintenance of tools and equipment.
7. Guest Relations
 Guest requests and concerns are given prompt and proper attention.
 Staff exhibit warm and pleasant disposition in dealing with guests.
 Tract and diplomacy is observed in dealing with complaints and difficult situations.
 Customer feedback is solicited to determine guests’ satisfaction.
 Staff should express warm appreciation and gratitude for guest patronage.
 Customers’ needs and concerns are anticipated and attended to immediately.

5. Safety COMPETENCIES OF HOUSEKEEPING PROFESSIONAL:

 Rooms, including function rooms and areas are free from any safety hazards like
open electrical outlets, dangling wires, damaged tiles, slippery floors, broken chairs, 1. Smile.
etc. 2. Grooming and hygiene.
 Building is provided with all required safety facilities like fire exits, emergency alarm, 3. Basic etiquette:
 Smile and attend to guest
fire extinguishers, smoke/fire alarms, sprinklers, etc.
 Recognize guest
 Safety signs and instructions for emergencies are visible in all rooms.
 Be polite to guest
 The hotel is prepared for any emergency procedures and emergency brigade.
 Avoid mannerism
 Staff is trained on emergency procedures, including the use of safety equipment.
 Stand erect all the time
 Roving guards or house detectives are visible and regularly checks the movement in
 Listen carefully to guest needs
guestrooms and other areas to ensure protection of guests.  Talk softly
 Avoid arguing with senior staff and guest
6. Materials control and preventive maintenance  Carry pencil in the pocket
 Consumption of supplies is always monitored. Excessive consumption is determined  Desist from chewing gum
and reported.  Enter and leave the floor through the service door only
 Par stock requirements are always maintained; regular requisitions are made.  Shut the door quietly
 All tools and equipment’s are stored safely in appropriate compartment right after  Assist guest whenever possible
use.
 Chemicals are diluted properly and used sparingly.
 Supplies and materials are consumed within limits of the budget.
 RESULT OUTCOME
 it motivates users.
 It establishes a productive working environment.
 It improves safety.
 It improves efficiency.
 It improves quality of work.

NUMBER OF PEOPLE BOTH INTERNAL AND EXTERNAL THAT THE HOUSEKEEPING

EMPLOYEE IS EXPOSED TO AND COMMUNICATE WITH AS PART OF HIS DAILY ROUTINE.

LO 3: PREPARE ROOMS FOR GUESTS

Information Sheet No. 3

Information Sheet No. 1

5 S’
WHAT IS 5S’?
IDENTIFICATION AND MAINTENANCE OF TOOLS, SUPPLIES AND EQUIPMENT
 5 S’ is an oriented system of cleanliness, organization and arrangement designed to
facilities greater productivity, safety and quality. It provides a foundation for more
Excellent Housekeeping requires very thorough cleaning and being clean means the
responsible behavior to better work, better products and morale. It is a
absence of visible dirt. The entire area should not only be cleaned, but also
methodology used to obtain a high quality and productive working environment.
sanitized, because it is through sanitizing that germs and bacteria are eliminated
through the use of sanitizing chemicals. If the entire area is sanitized, hotel guests
S’ IS IMPLEMENTED IN 5 WAYS:
and other occupants are protected from visible diseases.

SEIRI (Sorting – sinupin)

CRITICAL AREAS THAT MUST BE SANITIZED:
 Sort out what is needed and what is not. When in doubt, throw it away.

 Those that come into direct contact with the body:

SEITON (segregate – suriin)
 Arrange essential things in order for easy access.
1. Toilets
2. Toilet bowls
SEIKETSU (standardize – sanayin) 3. Urinals
 Make cleaning and checking a routine practice. 4. Lavatories
5. Mattress
SHITSUKE (self-discipline – sarilingsikap)
 Make 5 S’ a way of life. This requires discipline.  May also include amenities such as:
  Emptied of trash garbage and disposed off daily.
1. Towels  Cleaned as often as necessary.
2. Linens used for beddings  Containers are lined with garbage bags.
3. Glasses and table wares

CLEANING STANDARDS:

1. SWEEPING
 All swept areas do not have dust streaks or show marks where dirt was picked up.
2. MOPPING
 Water is used sparingly.
COMMON CLEANING EQUIPMENT:
 Cleaning solutions rinsed quickly and the floor is dried at once.
3. FLOOR CLEANING
 Swept or vacuumed carpet is shampooed as often. 1. HOUSEKEEPERS CART
 Cemented or vinyl floor is scrubbed or polished.  Also known as ROOM ATTENDANTS CART (RAC)
 Should be completely packed to save time in going to and from the pantry for
4. WALL WASHING replacement.
 Streaks and lap marks are not visible.
 Corners and areas are difficult to reach are cleaned with soft cloth to remove ROOM ATTENDANTS CART
smudges.
1. The purpose of keeping the RAC well packed with fresh linen, guest supplies and
5. VACUUMING cleaning supplies is to prevent loss of time going to and from the pantry for
 All carpeted areas with upholsteries are left clean, free of dust. replenishment.
 All spots are removed upon discovery. 2. It should have shelves, facilities to handle soiled linen sacks and rubbish sacks that
are detachable, storage for maids’ vacuum and a top that is partitioned for small
6. DUSTING supplies or guests’ amenities.
 All surfaces are dust free. 3. It is for stacking cleaning supplies and chemicals so as to make cleaning easier and
 Corners are vacuumed. faster.

7. WINDOW CLEANING THE ACTUAL MAKE UP OF THE ROOM ATTENDANTS’ CART WILL DEPEND UPON THE NEEDS
 Windows do not have smudges or water marks. AND CONDITIONS OF EACH HOTEL.
 Window frames and channels are free of dusts.

MAINTENANCE:
8. GLASS PANELS, MIRRORS
 Wash soiled linen and garbage canvass as often as necessary. If disposable
 Thoroughly cleaned, no visible streaks, scratches or spots.
containers are used, then dispose and change disposable containers daily.

9. WASTE DISPOSAL AND GARBAGE CONTAINERS

  Check the wheels, remove strings or hair strands that may have been caught on  Pillow cases
them; apply oil to the wheels as often as necessary.  Bath towels
 Check to determine equipment is clean from the last use.  Hand towels
 Wash cloths
 Bath mats
THE RAC SHOULD CONTAIN THE FOLLOWING:
 Bathrobes for VIPs in pantry
5. Guests’ supplies/amenities
1. Supply of dusting and cleaning rags.  Guest supplies are usually packed in the topmost compartment of the cart, which is
2. Individual containers of the following solutions: issued for security reasons.
 All purpose cleaner  Facial tissues
 Glass cleaner (may be ammonia and water)  Soap
 Dusting solution  Shampoo & conditioner
 Sanitizing floor cleaner  Foam bath
 Air freshener  Shower cap
 Laundry bags
3. Cleaning Bucket  Sewing kit
CLEANING BUCKET SUPPLIES:  Shoeshine
a. A well-stocked cleaning bucket will include the following equipment and supplies.  Pen
b. A supply of cleaning and dusting cloths.  Telephone pad
c. Individual spray containers of the following:  Writing pad
 Bowl cleaner  Worldwide directory
 All purpose cleaner  Toilet paper
 Sanitizer  Do Not Disturb signs
 Glass cleaner (ammonia and water)  Make Up Room signs
 Tile cleaner  Guest Comment Cards
d. Furniture/wax polish  Glasses
e. Brass/metal polish  Compendium
f. Toilet brush/swab  Post cards
g. Scouring pad  Breakfast Door Knob Menu
h. Mop & cleaning bucket  Menu card
i. Assorted mops  Envelope
j. Carpet cleaners  Matches
k. Soft brush
STOCKING AND CLEANING THE RAC:
4. Linen
 Towels and sheets according to the number and type of rooms assigned, following 1. Clean and dust shelves and containers before placing the guest room supplies in the
pars established by the hotel trolley.
 Sheets (king size) for suites 2. Check all the wheels for threads that might have ont hem. Otherwise it will be hard
 Sheets (queen size) to pull the cart and this might cause to anybody.
3. Check the rubber bumper if they are worn out. 3. WET VACUUM
4. Check the screw or any sharp edge that could catch your clothing or can cause cuts.  Their main use is where there are floods or spillages, but they are useful in floor
5. Request for all the guestroom supplies that you need from your Supervisor. maintenance or even carpet cleaning, where they help to speed up drying process.
6. Stock the trolley with the requested supplies according to the number of guests.
7. Label the cart by putting all guestroom amenities on the top shelf.
4. HYDRO-VACUUM OR WET AND DRY VACUUM
8. Folded bed sheets and towels should be piled on the second shelf of the cart.
 An all purpose vacuum for dry and wet surfaces.
9. Put all the chemicals at the lower shelf or at the lower side of the cart including the
 It is also used for absorbing water in flooded or wet surfaces.
towels, rag, etc.
10. Vacuum cleaner, dust pan and soft broom with the trash are to be placed on one
5. BACKPACK VACUUMS
side of the cart.
 These are most useful in older building, where ceilings, curtains and ledges are high.
11. Clean the soiled linen canvass and put it on the other side of the cart. Garbage bag
Backpack vacuums, when properly used are efficient way of keeping dust levels at
should also be placed on either side of the cart.
bay.

2. VACUUM CLEANER
6. FLOOR POLISHER
 Used in scrubbing, stripping and polishing hard floor surfaces.
TYPES OF VACUUM CLEANERS:
7. CARPET EXTRACTOR
1. CENTRAL VACUUMING SYSTEM (CVS)  Designed for dry foam shampooing of carpets. It removes dirt that sticks to or
 This is built in the fabric of the building like a plumbing or central eating system,
penetrates into the carpet layers
which is usually in the basement where there is a large motor and collection canister
from which there are pipes leading to points all over the building to which different
8. CARPET SWEEPER
machines are connected. The dirt is carried along the pipes to the collection canister.  Used to pick-up and particles from the carpet.

ADVANTAGES OF CVS: CLEANING TOOLS AND MATERIALS:

 It is quite in operation and a lighter appliance is used by the operator. SUPPLIES PURPOSE PROPER USAGE
 The disposal of the dirt is made in one operation, instead of from individual 1. Scouring  Rough – side for scrubbing  Should not be used for
machines, resulting to reduced spread of bacteria. Pads purposes only painted surfaces,
 The apparatus used by the cleaner is simple and requires little maintenance.  Spongy Side – for cleaning mirrors and glass
painted surfaces, glass, panels.
2. DRY TYPE mirrors, marble and  Always make sure that
 Used to eliminate all loose soil dust particles from carpet surface, upholstered porcelain. pads are wet before
furniture and even hard surfaces. using them.
 The line should be rolled back neatly on the back of the vacuum cleaner and should  Wash and rinse after
be placed on one end of the trolley or cart. each use, also rinse at
the end of the day to
ensure that there is no
 soap left in the pads. squeezer wringing/squeezing mops. use.
2. Dusting  For dusting wooden and  Make sure the cloths 9. Squeegees:  Used to remove excessive  Make sure that the
Cloths painted parts. are clean otherwise water from glass/window rubber strips are
the dusty cloth will - Glass/windo surfaces and corners and supple. Have it
merely rub the dust w squeegee speeds up drying process. replaced the moment
unto the surface being  Used to remove excessive it turns hard and
dusted. - Floor water on the floor. brittle.
3. Cleaning  Used for drying bathroom  Make sure the towels squeegee  Handle these tools
Towel walls and floor tiles after are dry. carefully as the
they are cleaned. squeezer easily
4. Polishing  For polishing metal  Use clothes that are breaks.
Cloths surfaces like bathroom able to absorb water 10. Ceiling  For removing cobwebs on  Clean the bristles of
fixtures. left behind during brooms the ceiling. the broom after use
cleaning process. and at the end of each
5. Hand  For brushing away dusts  Always make sure that shift.
Brushes from rough surfaces as the brush is not 11. Tongs  For picking up dirt/litter.  This is used to prevent
rattan, et. immersed in the water the hand from getting
 Also used for cleaning for too long. into direct contact
tiles. with the dirt that may
6. Toilet bowl  For cleaning toilet bowls.  Toilet bowl brush be a source of
brushes should be kept after bacterial
use in the storeroom contamination or
either in a holder or in disease.
a plastic bag hanging 12. Soft broom  Used for sweeping.  Use soft broom for
on one end of the and stick sweeping fine surface
trolley. Never leave broom like floors.
the brush with other  Stick broom for rough
cleaning equipment as surfaces like grounds.
this may contain a lot 13. Sponges  For cleaning fine surfaces.  Wash and rinse after
of dirt or bacteria. use; rinse properly at
7. Mop with  For manual floor mopping.  Clean water must be the end of the day to
mop handle retained in one bucket make sure that there
while dirty water has is no soap left on the
to be squeezed in pads.
another bucket. 14. Buckets  Used with mops for  Buckets must be
 Use mop cleaning floors, walls and emptied when the
wringer/squeezer if other parts of the water is dirty. At the
available. building. end of each shift, they
8. Mop  Used for easier  Wash and clean after must be emptied,

15. Insect  Used for fumigation so as
sprayer to eliminate pests and
mosquitoes.
16. Trash  Used to underline garbage
underliner containers so that wet
garbage will not penetrate
into the corners of the
surfaces, which can cause
proliferation of bacteria
and emit bad odor.
CLEANING SUPPLIES/CHEMICALS:
SUPPLIES PURPOSE
1. Wood polish  To polish wood surface,
leather and imitation
leather surfaces.
2. Insecticides  For fumigation to
eliminate insects/pests.
3. Methylated  For polishing all glass
spirit surfaces such as mirrors,
windows, etc.
4. Air freshener  Used to remove foul odor
dried and cleaned.
 Spray the area while
windows and doors
are cleaned. Leave it 5. Carpet stain
closed for at least 15
minutes then open to 6. Disinfectant
allow vapors and smell
to evaporate, and then
remove dead insects.
 Containers for wet
garbage must always
be underlined with
trash bags.
 Bags should be tightly
closed before disposal.
PROPER USAGE
 Spray sparingly and
evenly on the surface.
 In as much as chemical
is toxic, avoid spraying
food containers and
food items.
 This chemical is highly
flammable and must 7. Muriatic acid
never be used near
fire or flame. It also
has high degree of
evaporation and
should therefore be
used in small area
sparingly one at a time
to avoid wastage.
 Use sparingly.
in guestroom, comfort
rooms or any area with
foul odor.
 For stain or spot removal  See procedures for
remover on carpets. spot removal.
 Used to disinfect toilet  Dilution depends on
like Lysol bowls, urinals, sink and the degree of
together with other areas that are most disinfection. The
sprayer. vulnerable to bacterial average is one cup of
contamination. Lysol to one gallon of
water.
 Pure Lysol may be
applied to urinals and
toilet bowls since
these areas already
contain water.
 Use brush to clean and
disinfect bowls and
urinals then rinse
afterwards. For other
surfaces, apply with
cloth or mop, wipe,
rinse then dry.
 Whenever using Lysol
in atomizer can, apply
the chemical directly
to the surface, wipe
with damp cloth or
wet brush then rinse
dry.
 To be used only for  Hands should not get
(this chemical removing cement or in direct contact with
should be plastic remains from acid, this can cause
used with floors. Dilution will skin irritation. If the
extra care) depend on the thickness remains are thick,
of cement or plastic leave the solution on
remains. the area for a few
 This is too strong for minutes or longer.
toilet bowls as they may Remove the remains
 cause damage to tiles. with scraper or hard highly recommended for
brush. Repeat until all wooden floors.
cement or plasters are 14. Solvent wax  A kerosene based wax 
removed. Rinse used for wooden floors.
thoroughly with water 15. Paste wax  For polishing stone, wood 
since any acid that and resilient floors.
remain on the surface 16. Draincleaners  To expedite drain clogs 
may cause damage.
 Never mix muriatic GENERAL RULES IN THE USE AND MAINTENANCE OF CLEANING EQUIPMENT:
acid with any other
chemical.
 The following measures will safeguard and extend the life of cleaning equipment:
8. Metal polish  For polishing brass,  Apply small amount
copper and other metal on a clean towel and
surfaces. rub surface until the 1. Check electrical appliances and equipment before and after use. Check for defrayed
tarnish will disappear. wires, loose plugs and connections. Never use any defective appliances or
9. Lacquer or  Used to remove lacquer  Apply with cleaning equipment.
paint thinner or paint from hard towel or scouring pad 2. Handle equipment with care and make sure it does not bump on hard surfaces.
surfaces. until leftovers are 3. Clean, return and store equipment to their proper storage area immediately after
removed. Dry and use.
polish surface. 4. Empty dust bags of dry vacuum cleaners whenever it’s full and every after use.
 Since the solution is 5. Always follow manufacturer’s operating instructions.
highly concentrated, 6. Unplug equipment or machine from the electrical outlet before cleaning them.
light spraying is 7. Wipe equipment and machine with a damp cloth to ensure they are thoroughly
sufficient, to be able cleaned.
to economize.
8. Have a regular schedule of check-up of equipment by Maintenance personnel to
10. Wax stripper  Formulated to break up, 
prevent serious breakdown.
loosen and strip off tough
9. To avoid electric shock or short circuit, do not expose equipment to rain or water;
old waxes.
11. Degreaser  Used to remove grease,  store them indoors to protect them from getting wet. Electrical equipment should
oil, dirt, carbon, ink, never be used in wet surfaces.
mildews, soils and 10. For mops and mop wringer:
waxes.  Rinse out mops after using.
12. Emulsion wax  A buffing wax was used   Hang out mops to dry.
for resilient floors like  Rinse out bucket and wringer.
vinyl, linoleum, and  Periodically comb cut lint and threads from dust control mops and wash out in
rubber, tile and for lukewarm detergent solution. Alternate positions of the handle on the mop head to
concrete and marble assure even wear.
floors 11. For brooms: hang up brooms: do not store or rest on bristles.
13. Polymer seal  A non-buffing wax that is 
 12. Roll electric cords neatly and ensure the plug attachments are tucked neatly to avoid LEAN SEASON – JULY TO AUGUST: the time to do pest control activity, when there are few
damage. hotel guests.
13. When storing equipment, do not leave it leaning against walls, doors or any surfaces
where it may be damaged.
14. Report minor faults and repairs; this will prevent major repairs at a later stage.
15. Every item in the store room should have its own place. Always remember to return
the equipment from where you got it.

Information Sheet No.5

Information Sheet No.4
CLASSIFICATION OF ROOMS
USING CHEMICALS
A. ACCORDING TO NUMBER OF BEDS:
As a standard procedure, all chemicals should be used and diluted in accordance with the
manufacturers recommendations.
1. Single Room
 A room with single bed, good for one person.
The Housekeeping Supervisor must ensure that all chemical products are properly diluted
and stored in containers in a cool dry environment. 2. Twin Room
 Room two or twin or twin single beds, good for two persons.
PEST CONTROL
The purpose of Pest Control is to exterminate all types of rodents, ants, insects (such as 3. Double Room
mosquitoes, flies, cockroaches, ants, etc.) and prevent them from breeding.  Room occupied by two persons with one double bed.

The following procedures should be part of ever hotel’s pest control program: 4. Double-double
 Room with two double beds or 2 queen beds, occupied by 2 or more persons.
 Remove all stagnant water from planters and flower pots.  It is sometimes called Twin Double.
 Change water regularly from the water vases.
 Flush and clean drainages areas daily. 5. Triple Room
 Dispose wet garbage in a proper receptacle with a tight lid.  Room occupied by three people, may have 1 double bed and a roll away bed or 2
 Spray insecticide in every room at least once a month. single bed plus a roll away bed.
 In places where rodents are commonly found, it is advisable to have rat baits in
corners along the baseboards. 6. Quadruple
 Areas such as locker rooms, back of the house areas, and garbage areas may require  Room occupied by 4 people, may have 2 beds or more.
continuous fumigation.
 7. Family Room  A room with a bed and a sitting area (usually a small lounge), there maybe a small
 Room with at least 1 double bed, with 1 or more single beds, designed to separate bed, connected to the living room or parlor.
accommodate 1 small family.  It is also called a min-suite.

8. King Room 2. Penthouse

 Room with king-size bed, maybe occupied by 1 or 2 persons or 1 small family.  A suite usually located on the top floor of the property.

3. Executive Suite
B. ACCORDING TO PRICE, LAYOUT AND FACILITIES:  Suite designed for top executive, with facilities and amenities of superior quality.
1. Economy 4. Hospitality Suite
 Room designed for an economical rate, usually short of standard facilities like air  Suite used for entertaining visitors, serving as function room or parlor.
con, TV, and other facilities.
TYPES OF BEDS:
2. Standard
 Room sold at moderate rate, equipped with standard facilities and amenities like air 1. Single Bed
con, toiletries, TV, nite tables, etc.  A bed approximately 36”x75”.

3. Deluxe 2. Double Bed

 A more luxurious and spacious room with amenities of superior quality, sold at much  A bed that can accommodate a couple or two individuals. It is approximately
higher price than the standard room. 54”x75”.

4. Studio 3. Queen Bed

 A room with a studio bed, a couch which can be converted into bed.  An extra long, extra wide bed about 60”x80” in size.

5. Connecting Rooms 4. King Bed

 Two or more rooms with entrance doors that can get through each bedroom  An extra long, extra wide bed about 78”x80” in size.
without going out of their rooms.
5. Roll-away Bed
6. Suite  A portable bed.
 A room with parlor or living room connected to one or more full sized bed rooms
equipped with luxury amenities and sold at higher price than standard rooms. Information Sheet No.6

TYPES OF SUITES: ACCESS ROOMS FOR SERVICING

1. Junior Suite ENTERING GUESTROOM:

After arriving to the assigned floor, the HK attendant should first obtain a copy of a Room
Status Report. Unless instructed by the HK Supervisor, the order of priority for cleaning is:

1. Early make-up rooms (MUR)

2. Check outs
3. Stay over
Information Sheet No.2
Before knocking on the door, observe carefully whether or not there is a “DO NOT DISTURB”
sign on the door, or if the door is double locked. If either is the case, avoid the room until STRIPPING THE BED
later in the day. Also, notify the HK Supervisor accordingly.
STEPS: 1. Pull the bed away from the headboard.
2. Remove pillows.
1. Knock three times on the door with your hand, not with the key. 3. Remove bed cover/bed spread by folding it into 6x.
2. Announce yourself by saying “GOOD MORNING. HOUSEKEEPING”. Pause a few 4. Lift the mattress; to loosen sheet and easily remove it.
moments for the guest’s response. Repeat the procedure before entering. 5. Pull the top sheet from the center; tie it in a knot, to easily count before bringing to
3. If the guest answers, introduce yourself and request permission to clean the room, the laundry.
or ask for a more convenient time. Note the time. 6. Fold the blanket 6x.
4. If there is no response after knocking twice, enter the room and pro the door with a 7. Pull the 2nd sheet (from the center).
door stop. 8. Pull the bottom sheet (from the center).
5. Place your cart in front of the door at 45 degrees angle to avoid unauthorized entry 9. Check the bed pad if it is needed to be changed.
10. Align the bed.
to the room while you are cleaning. Make sure not to block traffic.

TURN THE BED QUARTERLY; to maintain the bed top even.

SET PRIORITIES:
1. PEAK SEASON: Check out rooms
 Ready to sell the room to the next guest. MAKE UP BED
1. Pull the bed out.
2. Place the mattress pad properly on the bed.
2. LEAN SEASON: Rooms with Make-up request(MUR)
3. Place underneath first sheet on the bed (right side up).
 For guest satisfaction.
4. Miter the upper left corner of the sheet.
 To know the vacant rooms.
5. Miter the upper right corner of the sheet.
6. Miter the lower left corner of the sheet.
3. Occupied Rooms without MUR 7. Miter the lower right corner of the sheet.
 SOP: to check/perform jobs being asked for. 8. Put the second sheet on the bed (wrong side up).
9. Put the blanket on top of the second sheet (approximately 8” way from the head of
4. Vacant Rooms the bed).
 To maintain cleanliness; re-dust, re-flush the toilet bowl (to avoid stain) 10. Put the 3rd sheet on top of the second sheet (right side up) in line with the blanket.
11. Turn the 2nd sheet over the blanket.
 12. Tuck both 2nd and 3rd sheets with the blanket along the side of the bed.
13. Miter the 2nd and 3rd sheets with blanket at the foot of the bed.
14. Place the pillows at the head of the bed. PARTS OF A BED:
15. Place the bed spread over the 3rd sheet and tuck it in, and tuck the pillows under bed
spread.
HEAD SIDE
WHEN TO MAKE THE BED
HEAD BOARD
 Make Room (Morning Services): 7am-3pm/8am-4pm
 Turn Down Service (Afternoon Service): 3-11pm/4-11pm
 Graveyard Shift (Evening Service): 11pm-7am/12mn-8am

GUESTROOM BED

MATERIALS:
1. Bed pad
2. Bottom sheet (first sheet)- right side out MATTRESS
3. 2nd sheet – wrong side out
4. Blanket
5. Top sheet (3rd sheet) – right side out
6. Bed Cover/ Bed Spread
7. Pillow Slip – to protect the pillow from stain
8. Pillow
BED SKIRT

FOOT SIDE
BED BOX

BED WHEELS

Information Sheet No.8

CLEAN AND CLEAR ROOMS

STEPS:

1. Upon entering the room:

 Switch on the entrance lights.
 Turn on lamps and check for missing or burned out bulbs.
 Open the drapes or curtains (check the window sill for dust).
 Open and allow the room to “air out” while you are cleaning.
 If there is no outside ventilation, make sure the air conditioning is working properly
and set to hotel standards.
 Test the television and radio to make sure they are turned off.
2. Remove all linen and debris accordingly:
 For checkouts:
Remove all debris left behind. Check drawers for items left, and report them
immediately to the Housekeeping Supervisor. Return all bed boards; roll away beds,
etc., to the Housekeeping.
 For stay-overs:
DO NOT remove current newspapers, magazines, notes, etc., only those items in the
trash bins. Shake all bed linens to make sure that no items are within. Pick up all
clothing, fold neatly and place them on top of the dresser together with newspaper
periodicals.
 Remove all Room Service trays or dishes and place them outside the door. The same
for cans, bottles, etc.
 Empty all ashtrays, making sure there are no hot ashes that could result in a fire.
 Strip and remove all soiled linen, towels and trash from the bedroom and
vanity/bathroom and dump them in the proper bags provided on the cart.
CHECK OUTS:
Remove used soaps and shampoos.
STAY OVERS:
Re-use partial items, but re-stock the amenity basket to full complement. Save used
soap in the tub dishes.
1. Clean the bathroom:
 Flush the toilet bowl.
 Pour toilet bowl cleaner.
 Leave the toilet bowl cleaner to soak, and then proceed cleaning.
 Wash out the bathroom walls, including bath tub if there is.
 Apply all-purpose cleaner-scrub cleaner unto surface starting from upper portion
downwards.
 Rinse the surface.
 Flush the toilet bowl again.
 Clean the toilet bowl with the toilet bowl brush.
 Clean the toilet seat and cover. Check the sides and base, and also clean underneath
the rim of the toilet.
 Wash and dry basin and vanity counter.
 Wipe dry other surfaces including bath tub, and make sure there are no water
marks.
 Shine mirror/glass with ammonia base cleaner. While cleaning, take note of
defective fixtures and report it to the supervisor.
 Dust and polish toilet and facial tissue holders. Re-stock tissue if tissue is consumed.
 Check that all bathroom fixtures are in proper working order.
 Polish and shine all chrome fixtures. Do not leave water spots (usually a dry cloth
will provide the best results).
 Mop/wipe the bathroom floor with sanitizing solution, the wipe-dry.
3. Replenish all the needed supplies in the guest bathroom and amenity basket:
A. Bathroom Towels:
 Three bath towels (size 30”x52”) to be placed either on the towel bar next to the
bath tub.
 Three hand towels (size 18”x32”) to be placed on the towel bar near wash basin.
 Three wash cloths (size 12”x12”) are to be placed on top of the vanity next to the
amenities.
 One bath mat (size 32”x34”).
B. Amenities:
 Two different soaps (one for the basin and a larger size for the bath/shower), one
shampoo, one bath gel or bath crystal, one shower cap, one lint mitt, one shoe mitt,
one sewing kit, and one shoehorn.
 Hotels with a high average rate should add to the above list of amenities the
following:
 Hair conditioner
 Hand cream and or moisturizing lotion
 Shoe polish
  Talcum powder  Service directory, room service menu, and current hotel
 Sachet or potpourri display cards.
 Cologne  Check the telephone and wipe clean. See that there is a
 Resort hotels should add suntan/sunburn lotion to the bathroom amenities. note pad and a pen, and dialing instructions.
 Hotels located in areas where flight arrives in the middle of the night may add a  Water jug and water glasses.
disposable razor, toothbrush, toothpaste, and a comb to the bathroom amenities.  Water all green plants.
 High average hotels should include a green plant in the bathroom.
 Bathroom amenities are to be in a attractive receptacle, such as a basket, ceramics
7. Vacuuming the room:
or bowl or other local product. The receptacle is to be laced on the vanity counter.  Vacuum the floor thoroughly.
 Amenities must be replaced as used.  Work from the end of the room, vacuum under all furniture, making sure nothing is
left underneath.
4. Dust and clean the closets:  Vacuum close to baseboards, to the center of the room.
 Dust the closet shelves.  Vacuum under the bed up to the door.
 Clean the mirror doors.
 Note the location and supply of laundry and valet bags.
8.Review for final inspection:
 Note all hangers and replace if necessary (minimum of two skirt hangers).
 Close the day curtain/Venetian blinds.
 Check for an extra pillow of non-allergic material (if it is the Hotel’s Policy).
 Make a final check in the room to ensure that everything is in order.
 Clean the outside of the door and door frame.
5. Room Dusting:  Make a final visual check of the room and make sure a “Do Not Disturb” sign is
 Dust the room completely, starting with the entrance door and frame. hanging on the door knob.
 Work around the room, dusting all doors, door frames, pictures, window sills, frames  Report the room ready for inspection.
and base boards.  Leave the room, making sure that the door is properly locked.
 Dust furniture and furnishings, including the bed head boards, lamp shades and
bases, TV set, radio and other dust collecting fixtures.
 Polish any special finishes, i.e. glass, wood, Formica, and metal fixtures by using
Information Sheet No.9
correct cleaning agents.
 While dusting the room, make mental note of all used guest supplies that need to be
EVENING TURN DOWN SERVICE
replaced.

PREPARATION:
NOTE: bed make-up can be done before step no. 7.
Obtain night report list from the Supervisor, indicating numbers of room and
expected arrivals.
6. Replacing guestroom supplies:
Collect appropriate turndown amenities may include such items as: Good Nite Note,
 The following item should be checked daily and refilled if necessary:
mints, chocolate, flowers.
Collect daily guest letters from the Supervisor.
 Room folder, containing a Hotel’s worldwide Directory (if it’s Final proceed to rooms assigned for expected arrivals.
the hotel’s policy), stationary supplies and advertisements.
ENTERING THE ROOM:
 Knock on the door three times with your hands and not with the key.
Announce yourself by saying “Good Evening, Housekeeping Service”.
Pause for a few moments for the guest’s response. If there is no response proceed.
If guest’s responds, introduce yourself and request permission to effect entering by
saying: “Good evening sir/madam (guests’ names are used if possible) May I service
your room?”
If the guest agrees, proceed with service.
TURNING-DOWN THE BED:
Pull the spread gently back, exposing the pillows.
Fold spread in a three-way fold:
 Top toward bottom of the bed approximately ¾ of the way down;
 Bottom toward the head of the bed, approximately ¾ of the bed way up.
 Fold one more time and you have a folded spread that will fit on the closet
shelf, baggage bench, or in the dresser drawer.
 Pull back the second sheet, blanket and third sheet in one operation into a
triangle.
 Double bed rooms occupied by two persons, follow the same turn down
procedure on both sides of the bed.
 Twin bed room occupied by one person, turn down the bed nearest to the
bathroom. Turn down each bed facing night table.
 Place “Good night amenities” on the pillow.
FRESHENING UP THE GUEST ROOM AND BATH
Air out the guest room.
Empty ashtrays.
Empty waste baskets/bins.
If the guest has had bar service, remove glasses.
If the guest has had room service, remove trays.
Check the bathroom for cleanliness.
Replace the towels.
Check bathroom supplies and replenish exhausted items.
Empty the bathroom waste basket/bin.
Draw the curtains.
Turn on the bedside music.
If an extra bed has been placed in the room, make sure to supply enough towels,
soap and glasses for the extra person.
Wish the guest “Have a pleasant evening, sir/madam.”
IF THE GUEST IS EXPECTED TO ARRIVE OR IT IS OCCUPIED AND THE GUEST IS NOT IN:
Switch on all the lights and air-conditioning to low.
Check for fused bulbs.
Fold the bedcovers neatly and place either on luggage rack in the closet.
Turn one corner of the blanket together with the second and third sheet, side closet
to the night table.
Place a breakfast menu and goodnight amenities on the PILLOWS.
Turn on low volume classical music.
Clean out all dirty ashtrays, glasses and empty waste paper baskets/bins.
Remove all empty bottles and Room Service trays (if any).
Draw night curtains/Venetian blinds completely.
Switch off all lights, leaving the bedside light on, highlighting the good amenities.
Freshen up the bathroom and replenish exhausted toiletries supply.
Close the door, ensuring the door is properly locked.
IF AFTER KNOCKING ON THE DOOR, AND THERE IS NO RESPONSE, OPEN THE DOOR AND
ENTER. IF THE GUEST IS IN THE ROOM, BUT OTHERWISE OCCUPIED, COMMON SENSE MUST
PREVAIL.
 Leave the room quietly and close the door.
 Note the room number.
 Return later to offer turndown service.
 If a DO NOT ENTER sign is on the door, or the door is interlocked or double
locked, a printed note should be placed under the door by the
Housekeeping Attendant, indicating that an attempt was made to freshen up
the room.
EXAMPLE:
HYATT SINGAPORE
CAPTURE THE HYATT SPIRIT
 We hope you had a pleasant evening. Jot down the exact time of request. If it is beyond your work hours, endorse the
If you would like your room freshened request to the next shift.
Or bed turned down
Please call our Housekeeping 2. ROOMS WITHOUT DND SIGN AND NO GUEST INSIDE:
Department at extension 5.  Knock 2 to 3x and announce Housekeeping.
Thank You,  If no one answers, knock again 3x.
 Open the door gently and check the status of the room.
The Housekeeping Staff
 Record actual status.

3. IF THE GUEST IS IN HIS ROOM AND THERE IS NO DND SIGN:

PURPOSE IN CHECKING A ROOM:
1. If the room is still occupied.
2. If the beds in the guestroom is not slept on.
3. If there are unregistered comers who occupied the room.
4. If the guest is out and the room is meant for make up.
5. If the guest has some clothes for laundry.
6. If the guest is in good condition … not sick nor high on drugs.
7. Check if illegal activities are being done.
8. If there is “DO NOT DISTURB” (DND) sign.
 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 bed.
PROCEDURES FOR ROOM CHCECKS:
ENTERING THE ROOM
1. ROOMS WITH DND SIGN:
 Call the guest through the phone in the afternoon. Once he responses, identify
yourself and apologize. Good Morning Mr./Ms. ______. This is (your name) from
Housekeeping. I’m sorry to disturb you but I just want to know if you want your
room to be made up?”.
If the guest is not ready:
“Would you like us to do the make up later?”
“At what time, sir/ma’am?”
 Greet the guest and introduce yourself.
“ Good morning, Mr./Ms. _____________. I’m the Housekeeping Supervisor doing
routine room check. I just want to make sure you are okay and that everything is in order in
your room”
OR:
“Would you like us to make up your room now?”
“When do you want the cleaning of your room?”
“I’m sorry to disturb you, sir/ma’am. Have a nice day. Please call us anytime if you
need assistance.”
PREPARATION FOR QUALITY HOUSEKEEPING:
1. Prepare for the job
 Be on time or much better ahead of time.
 Strictly comply with grooming standards.
 Get your daily assignments, schedules and side duties from your supervisor.
2. Prepare the required tools, equipment and supplies:
 Determine the tools, cleaning supplies, cleaning chemicals and forms
needed.
 Secure the needed supplies, tools and equipment from their storage area
and account for them.
 Make requisitions when supplies fall short or par stock.
 Load and arrange supplies in the trolley.
3. Set priorities:
  Secure a room status report from your supervisor.
 Prioritize room cleaning as follows: 6. Lamps/Fixtures
 Check the light bulbs in all table lamps, bedside lamps, hanging, ceiling
1st – check out rooms fixtures, closet lights and bathroom lights.
2nd – rooms with make-up request (MUR)
3rd – occupied rooms without request make up sign 7. Armchairs
4th – vacant rooms that need follow up  Lift cushions to check underneath for dust. See that cushion covers are
clean. Ensure chair arms are not turn or loose.

Information Sheet No.9 8. Bed/head board

 Check underneath the beds to ensure they are litter and dust free. Ensure
CHECKING GUEST ROOMS that bed spreads are in place and wrinkle free. Pillows and bedding are to be
spotlessly clean.
 Check the following items for cleanliness, to ensure that they are dust free,
by using your fingertip. Note and report the effective items needing repair. 9. Supplies
 Ensure that all guest room supplies and bathroom amenities have been
replenished at established pars.
1. Door
 Check doorknobs and door hinges to ensure no squeaking. Ensure peephole,
door locks and latches are in working order. 10. Sound system/table/bed side tables
2. Closet  Check radio, clock, lighting and air conditioner controls for working order.
 Check the closet door, the rack, metal rail and shelves to ensure these are Check light switches for finger marks.
dust free. See that hangers and laundry bags are adequate according to 11. Telephone
 Check the phone to ensure it is in working order, clean and free from dust.
established par stocks.

12. Pictures
3. Writing table/dressing area
 Check picture frame to ensure dust free and straightened.
 Ensure tables are not shaky. Drawer handles are in good order and
stationary materials are adequate. Mirror should be shining clean.
13. Ceiling
 Check for cracks, small “bubbles” or cobwebs. Note ceiling lights and fixtures
to ensure they are in good order.
4. Television
 Check TV to ensure that it is in good working order. Make sure the TV screen
14. Walls/wallpaper
is spotlessly clean.
 Inspect wall along with furniture. Check the wall for finger marks, stains,
cracks, etc.
5. Windows
 Check to see they are cleaned and locks are in working order.
15. Carpet
  Ensure carpets are vacuumed thoroughly and stain free. Report if the carpet
requires any spot cleaning or shampooing. WHEN SPEAKING, REMEMBER THE FOLLOWING:
16. Curtains
 Check the curtain track and pulley for working order. Ensure curtains hand 1. Speech
properly and are clean.  As a hospitality service industry worker, it is important to speak in a clear, pleasant
tone to guests as well as fellow employees.
17. Bathroom
 Check the bathroom to ensure the following are clean and in working order: 2. Tone
 Quality of the voice
Lighting and fittings  Tone of your voice will change according to your mood; so be aware of it to avoid
Chrome fixtures giving a bad impression to the guests.
Bathtub
Wash basins 3. Pitch
Vanity counter  Voice of individuals vary, it may be higher or lower. Be conscious of your voice and
Toilet bowl and cistern
tone it down if needed.
Floors
Ceiling
Mirror
4. Pace
 Ensure that all toiletry supplies are adequate.  Don’t speak too fast that the guest can’t understand what you are saying.
 Speak clearly and fluently.

5. Volume
LO 4: PROVIDING ASSISTANCE TO GUESTS
 Speak to the guest audibly and not too loud or not too soft.

Information Sheet No.1

Information Sheet No.2

GREETING THE GUESTS

HOUSEKEEPING TELEPHONE

 Employees must always conduct themselves in a professional manner, as the

Answering the Housekeeping Telephone:
opportunity to meet the guests often occurs.
 When passing or meeting a guest along corridor, make sure no inconvenience is
 Part of the duties of housekeeping professional may involve answering the HKD’s
caused to the guests; step to one side while the guest passes, make eye contact if
telephone.
appropriate and use their name (if known) in greeting them.
 In answering the phone, remember to put a ‘smile’ into your voice; the tone of your
 Try to use guests’ names as often as possible when talking to them, but never
voice will carry your mood to the person calling.
address them with their first names.
 If the guest’s name is unknown, always address the guest as sir or madam.
SEQUENCE TO BE FOLLOWED WHEN ANSWERING THE TELEPHONE:
  A spoken or written dissatisfaction that disturbs the worker enough to cause a
1. Commence the conversation by the time of the day, for example: Good negative reaction to be brought to the attention of the supervisor of the
Morning/Good Afternoon/Good Evening”. management.
2. Followed by: “Housekeeping Department”.
3. Then identify yourself (your name). Example: “Lynn speaking”. TYPES OF GUEST COMPLAINTS:
4. Then ask what they require; “How may I help you?”.
1. Mechanical
Answering Guests’ call:  It pertains to complaints regarding destroyed furnishings, equipment, no hot water,
etc.
 When the guest has identified him/herself, use guest’s name in the entire
conversation, and do not allow yourself to be distracted. 2. Attitudinal
 Always write down what the guest is requesting, and how and who will be handling  It concerns the attitudes of employees
the request. Example: tactless staff

Answering Interdepartmental call: 3. Service

 Refers to services by the hotel.
 Follow the sequence in answering a call.
 When there is a need to put callers on hold, ask if they mind waiting before placing 4. Unusual
them on hold.  Looking for something that is beyond the capability of the hotel to provide.
 When the call needs to be transferred to someone else, tell the caller whom they
are being transferred. PROCEDURES IN HANDLING COMPLAINTS:

 REMEMBER: 5. Greet the guest and express assistance.

NEVER SIMPLY PLACE YOUR HAND OVER THE MOUTHPIECE OF THE TELEPHONE: THE 6. Secure guest’s name and room number.
CALLER CAN STILL OFTEN HEAR WHAT IS BEING SAID. 7. Determine the nature of the complaint.
8. Act on the complaint either by:
 If within the scope of the room attendant’s responsibility, remedy the situation.
 If not within the room attendant’s responsibility, relay complaint to the manager.
9. Thank the guest for bringing the complaint to his attention and provide feedback.

Information Sheet No.3

DEALING WITH COMPLAINTS:

HANDLING GUESTS COMPLAINTS:

1. Never ignore a complaint. It is better for a guest to complain than for him to go away
COMPLAINT:
dissatisfied.
2. Complaining highlight areas which are below standard. They can be studied and
improvement can be made.
 3. Most guests are friendly, pleasant, understanding and thoughtful. If they have a 1. BY LISTENING
complaint, it will be justified.  To bring the change, the complaint must be received and understood. Complaints
4. Some guests are “difficult”. They should be treated in the same way as everyone are communicated only if the complainant speaks and the listener listens.
else, but it may need more patience.  Complaint handlers should never allow anything to distract them from hearing the
5. “Difficult” guests may be demanding, bad tempered and rude. Some people think complaint.
the only way to get good service is to belittle us.  Listening requires good eye contact and subtle supportive body movements.
6. If such guests are only like this with the staff, it is a challenge to try and win them  Attentive listening is particularly important in the resolution of accidents.
over. But their behavior affects the staff in many ways; what affects the staff affects
other guests in the establishment. 2. IN PROPER VENUE
 Although “difficult” guests are not the most important guests, they might need  Complainers who grow hostile or very upset, loud or abusive must be removed from
special handling. the lobby; shifting a new venue should be done as quickly as possible.
7. NEVER:  Walking to the new location offers a cooling period and it provides an opportunity to
 Lose your temper shift the topic and to speak in more conversational tones.
 Get frustrated  The louder the guest growls, the softer should be the response.
 Let the guest see your upset
 Argue 3. BY MAKING A RECORD
 Swear  Asking permission to record the complaint by taking notes indicates how seriously
 Mutter under your breath
management views the matter.
 Shout at the guest
 Front Offices maintain permanent journals of the days activities including
 Pass the buck
8. ALWAYS: complaints.
 Look pleasant – a smile is wrong if the guest is complaining.
 Remain calm 4. WITH SETTLEMENT
 Keep your voice down  Once registered, complaint must be settled; resolved somehow and closed.
 Be tactful but firm  Apologies are free. We can give as many as needed, and only an apology is needed.
 Explain the situation sensibly and logically  There are different ways of apologizing but none are effective unless they
 Offer ways in which the guest can be satisfied; remember to follow up and promise ring true.
you make it  Complaints that are settled with apologies are the least expensive kind and
 Resort to calling the manager only when necessary. often prove to be the most satisfying for both sides.
9. By far the worst “difficult” guest are those cause fellow guests to complain such as: 5. BY ASKING THE GUEST
 By playing loud radios  If the interview appears to be moving favorably, the guest can be brought into the
 By loud and rough acts in the swimming pool decision loop.
 By not controlling their children.
HOW TO LISTEN AND TALK TO COSTUMERS
IF YOU HAVE TO APPROACH THEM, DO SO WITH TACT AND POLITENESS.
 Try to understand the words you hear the way they are intended to be understood.
RESPONDING TO COMPLAINTS:  Recognize the variety of tasks that certain words must perform. Find out what the
customer really means.
 Understand what is being said from the customer’s point of view.
 Make it a habit to restore accurately in your mind or repeat, if necessary in your own
words, the idea and feelings of the guest speaking.
 Be specific, spell out what you mean in concrete terms.
 Consider/observe how the guest says things, his facial expressions, the use of his
hands, voice, etc.
 Encourage the guest to talk, stop talking but occasionally to maintain rapport and
channels open.
LO 5 – LOST AND FOUND ARTICLES
Information Sheet No. 1
 All items found anywhere in the hotel property are to be turned in
immediately to the Lost and Found Department, which is administered by
the Housekeeping Department.
1. Lost and found articles should be turned over to any of the following:
 To the assistant housekeeping manager, the Office Coordinator or the
Secretary by the employee who found it.
2. Valuable articles such as wallets, jewelry, money and credit cards should be
turned over to the Assistant Manager or the Secretary, where they will be stored
in a safety deposit box.
 It must be recorded in the Lost and Found log book with the pertinent
information and should be kept in the Housekeeping Department.
3. The lost and found article will be recorded in the log book with the following
details:
 Article no.
 Room no. or place where it is found
 Description of the article
 Guest’s name or address if known (details are obtainable in the front office)
 Name of the finder
 Disposition of the item
4. After the item has been logged, it is then bagged and stored in the Lost and
Found closet.
5. Items in the closet should be arranged chronologically by month, and by the
article no. found in the logbook.
6. All the items must be held for a certain period (depending on the policy of the
hotel; and if not claimed within the period, it will be given to the finder or in
some instances, be donated to any charitable institution).
7. Upon receipt of lost and found item with a guest’s address, letter should be sent
requesting the guest to contact the hotel for proper identification and efficient
return of the item.
8. When the item is claimed, the disposition should be listed in the logbook.
9. Inquiries regarding lost items should be recorded in the Lost and Found Inquiry
log if pre-entries should include the following:
 Date
 Name of guest
 Home address
 Description of the item
 Date lost/found and
 Probable location when lost
10. All inquiries about procedures are to be handled by the Assistant Housekeeping
Manager, Office Coordinator or the secretary.
11. All lost and found procedures are to be handled by the Assistant Housekeeping
Manager, Office Coordinator or the Secretary.
MODULE 3
CLEAN PREMISES/PUBLIC AREAS
Information Sheet No. 1
CLEANING TECHNIQUES
All Housekeeping employees must be completely trained on the proper method and
use of cleaning materials and equipment.
Cleaning tasks are to be performed according to hotel standards and specifications,
thereby ensuring a quality product at all times.
While cleaning techniques may vary from hotel to hotel, the guidelines on the
following pages will provide excellent results.
MOPPING A WET FLOOR

1. Sweep the floor with a broom or dust mop to remove all loose dirt and litter.
2. Remove sticky substances with a putty knife or scraper.
3. Prepare mopping solution in a wringer bucket.
4. Soak mops with solution and wring lightly.
5. Mop far end of the floor surface close to the baseboard and corners.
6. With an “S” stroke movement, start at a corner and work backwards.
7. Try as much as possible to cover the full width of the corridor. If the surface is a large
open space, work in “lanes” dividing the space equally as you complete mopping.
8. Always ensure that the wringer bucket is behind you for easy access.
9. Change water and rinse using the same process.
DUST MOPPING/DRY MOPPING
1. Check to determine equipment is clean from the last use.
2. Check that the felt is clean and swivel is working.
3. Place dust mop at the corner of the floor surface to be mopped in front of you.
4. Make sure that the handle is about center of the body. Walk pushing the mop forward.
5. Work to the end of the floor surface, turn and walk back, making sure to control the
swivel movement from left and right and dust is caught along the felt of the mop.
6. Turn and continue using same procedure until the entire floor surface is covered and
completed.
SPOT SHAMPOOING
1. Brush, blot and vacuum up as much foreign material as possible.
2. Do not spread the stain.
3. Apply carpet shampoo cleaner as directed.
4. Do not over wet or use excessive water when shampooing.
5. Wash spot from the outside to the center to avoid spreading the stain.
6. After treatment, blot until absorbent tissue or cloth shows no stain. Some spots will
require a second treatment or even to be treated with a steam machine.
7. Let carpet dry completely.
STRIPPING AND REFINISHING THE FLOOR
 When the top coat of polish is no longer effective in maintaining a satisfactory
appearance, the finish should be stripped. If the floor has been sealed with a floor
sealer, remove the finish only, leaving the sealer protecting the floor. This saves
materials, time and effort to reduce furnishing costs.
Clean the working area and prepare the floor by sweeping.
Remove stock on foreign materials.
Mix stripping solution according to the manufacturer’s directions.
Post “Wet Floor” signs in working areas.
Spread stripping solution liberally and let it stand 4-5 minutes.
Scrub using a floor machine with a stripping pad or brush. Pick-up immediately with
a mop or wet-dry vacuum.
Rinse thoroughly using a clean mop.
Pick up with a wet-dry vacuum and let the floor dry.
Replenish the floor by applying the finish with a mop.
Make sure the coats are even.
Recoat if necessary.
FINISHING A FLOOR
 For best results, use a clean mop exclusively for the selected finish. Be sure to allow
recommended drying time between coats.
1. Soak the clean mop in clear water and wring it as tightly as possible. This fills the
mop fibers with water and saves finish.
2. For non-buff finishes, dip the mop in the bucket of finish and damp lightly in the
wringer. Mop should be full but not dripping.
3. For buff finishes, the mop should be wrung; almost dry to assure a thin coat.
4. Start applying the finish in a corner of the room, opposite the door and work
towards the door. Coat the edges of an area small enough to be covered easily
before the finish to dry. Stay six inches away from the baseboard, except on the final
coat.
5. Fill the area between the outlined edges applying the finish with smooth,
overlapping strokes of the mop. Re-wet the mop with finish; frequently enough to
make certain that the finish is being applied evenly.
6. Continue to apply the finish, covering each area before the adjoining area is dry. A
smooth, even application means all pores are properly filled for lasting protection.
 7. Allow at least one-hour drying time. If necessary, apply another coat of the finish 7. When horizontal action is completed, place squeegee at the top right hand corner of
only after the first coat is thoroughly dry. the surface.
8. To avoid contaminating the remaining contents, never return left-over finish to the 8. Pull lightly on the squeegee from top to bottom to complete the glass surface.
product container. 9. Sponge off excess water at the base of the surface.

HI-DUSTING CEILINGS NOTE:

If the glass panel is narrow just about the width of the squeegee, make the nose top
With no longer brush/cobweb duster, brush along the corners of the ceiling where to bottom action instead of left to right.
cobwebs accumulate most. Work down the sides, where corners of walls join each
other. POLISHING METAL SURFACES
Dust pipes and vents.
NOTE: Avoid touching fire detectors/sprinklers, for they might activate. 1. Pour required metal polish on a cleaning rag.
2. Apply polish to the metal surface hard with the cleaning rag.
HI-DUSTING CEILINGS WITH A VACUUM CLEANER 3. Let the polish dry a few minutes to a haze.
4. Remove polish with a dry cleaning cloth.
5. Buff surface to a high shine with a soft cleaning cloth.
In hi-dusting ceilings with a vacuum machine, use the dusting attachment and
extension hose. Follow the same procedures as with the cobweb duster.
SPOT CLEANING GLASS/MIRROR SURFACES
CLEARING LITTER FROM PUBLIC AREAS
(ashtrays, planters, etc. ..)
1. Spray glass cleaner detergent sparingly on the glass surface.
2. Spread and remove detergent with a lint-free dry cleaning cloth.
3. Wipe dry with a lint-free dry cleaning. Ensure the edge corners are reached and no Pick cigarette butts and litters such as dried leaves from ashtrays and planters using a
smudge or water marks left behind. pick-up tong and a receptacle for litter.
Put the litters into garbage bag in the cleaning cart.
Use a damp cloth to clean out the surface of the ashtray and planter.
GLASS CLEANING WITH A LAMB’S WOOL APPLICATOR AND SQUEEGEE
Polish metal surfaces, if any.
Daily wash and change marble ships and sift out stand (where applicable).
1. Collect bucket half-filled with water, cleaning cloth, sponge, lamb’s wool and Make spot checks regularly.
squeegee.
2. Submerge lamb’s wool completely into bucket of water. CLEANING PUBLIC TOILETS
3. Hold lamb’s wool with hand and lightly wring out water.
4. Bring lamb’s wool to the topmost left hand corner of the glass surface and work
Wash and dry basin and vanity counter.
towards right, all the way down to the bottom of the glass surface.
Shine mirror with ammonia base cleaner as well as glass/mirror. While cleaning,
5. Take squeegee and place at the topmost left hand corner and press lightly on the
note of defective fixtures as report to the supervisor.
surface, working to the right. Stop 8 inches away from the end.
Dust and polish the toilet and facial tissue holders. Re-stock the holders when tissue
6. Wipe excessive water of squeegee onto a sponge after each action.
is gone.
 Wash toilet bowl with toilet brush and bowl cleaner. Check the sides and base, and
also clean underneath the rim of the toilet. Dry all surfaces to avoid spotting. DISPOSABLES:
Clean and dry the toilet seat/lid and tank. Rising labor costs and technical advantages have resulted in greater use of
Wash the bathroom walls and tiles with all purpose cleaning solution. Dry with a disposables. Some disposables replacing traditional line items are:
clean cloth to avoid spotting.
Check that all toilet fixtures. Do not leave water spots (using a dry cloth will provide
1. Table napkins
best results). 2. Table cloths
Mop the toilet floor with sanitizing solution. 3. Uniforms – chef’s aprons, protective caps, kerchiefs, etc.
4. Kitchen cloths
5. Drying cloths
6. Hand towels
MODULE 3 7. Lavatory cloths
8. Bath mats
LO 1: PROCESS LAUNDRY
9. Place mats
10. Coasters
Information Sheet No.1 11. Conference table cloths
12. Dish cloths
LAUNDRY PROCEDURES
ADVANTAGES:
TYPES OF LAUNDRY:
1. Contracted out 1. Labor saving – eliminates sorting, repairing, laundering.
Type of laundry wherein the laundry is owned by the establishment but sends out to 2. The cost can be less than using traditional linen; the cost of disposable item may be
a private laundry company to be processed. less as the cost of laundering its linen counterpart.
The main advantage is that the hotel will not have to allocate space on the premises 3. More hygienic since they can only be used by one person.
to house the laundry department. 4. The storage of soiled linen awaiting collection is eliminated.
The disadvantages are the establishment has less control over standards and there 5. Conference and private parties can choose their own colors.
may be delivery problems. Another disadvantage is that contracted out laundries 6. Pilfering and spoilage of linen is eliminated. ( disposable items are cheaper to lose).
can be expensive. 7. Uniform headwear is light and cool to wear.

2. Hired linen DISADNATAGES:

Because of the higher capital cost of equipping an establishment with a stock of
linen, hiring linens is becoming popular.
Extra linen can be hired for a short period and less space for storage is required.
The disadvantages are, there is a limited choice and linen hire contractors frequently
have their linen marked with their name which obviously does not release to the
identity of the establishment. Standards may not be maintained in the quality of
laundering and repair, and there are no partly worn items for remarking or for rags.
1. They do not reflect the correct image in luxury and traditional establishments.
2. They require large areas for storage since to be economic; they should be bought in
large quantities.
3. There should be ample receptacles for collection of used items, and facilities for
prompt disposal.
4. They can be misused.
 5. The items are color fast, and if inadvertently left with linen and laundered, they stain
the linens.
3. HOTEL’S IN-HOUSE LAUNDRY:
Many hotels, especially large hotels have in-house laundries. The advantage for the
establishment is complete quality control. This affects not only standards of cleaning
but the way the linen is presented and folded, and the type of cleaning agents used
is monitored. A study by the International Fabricare Institute proves that linens
washed on site actually last longer than contracted out linen.
LAUNDRY COLLECTION:
Large hotels have a linen/laundry chute which runs through the entire height of the
building down to the laundry which is usually situated in the basement. The maid or
the porter simply puts the dirty linen down the chute via an opening in the floor
service area.
Small hotels and other establishments carry dirty linen to the laundry trolleys,
baskets or nylon sacks. It is of great importance that any receptacle used to
transport clean or dirty linen is used solely for that purpose to prevent further
soiling or damage.
Food and beverage linen is normally taken to the laundry or linen room in trucks or
bundles in order that it may be exchanged on a one to one basis.
Staff uniforms and soft furnishings are taken individually to the linen room and
exchange on one to one basis.
Guests’ laundry should be collected by a laundry valet runner, maid or other persons
designated. It is common for a guest’s clothes to be collected by 9:00 am in order
that it may be processed and returned the same day.
ORGANIZING LAUNDRY BEFORE PROCESSING:
1. Mend any tears and darn any holes as they are likely to get bigger during washing.
2. Make sure all pockets are empty. Tissue paper, for example can disintegrate and
spread fluff over the other clothes during washing.
3. Always close zips; otherwise they may not close smoothly after wash.
4. Remove any stains before washing or ironing.
5. Sort clothes.
STEPS IN SORTING LAUNDRY
 Linens should be sorted before laundry.
To avoid mixing up with the guests’ clothes and the hotel linens.
To determine which ones need to be hand washed, machine washed or dry cleaned.
1. THE SOIL AREA:
When dirty linen arrives in the laundry area it is sorted out accordingly to size, type,
degree of soilage, etc.
Bed linens is sorted into types of sheets such as double sheets, single sheets, etc.;
care must be taken to check that there are no foreign bodies such as soaps, razor
blades, night dresses, etc., mixed up with the bed linens. Foul linen must be dealt
with separately; it could be sluiced and then soaked.
Table linen must also be sorted according to size, type and color.
Great care must be taken soil sorting area clean,, it can be a haven for cockroaches
as it is warm, often damp and there are plenty of food particles especially from the
F&B linens.
Soft furnishings are often dry cleaned or contracted out.
Chef’s whites must be washed and boiled separately.
Guest clothing is marked with an indian ink stamp, labels, or ultra-violet light
markings.
Small items such as under wears can be placed inside a large white mesh bag which
is closed with a numbered pin.
Guests’ items must be noted in order that guests’ is charged per item.
2. CHECK CLOTHING TAGS
Read the tags thoroughly to determine how the clothes should be washed, dried and
ironed. Most items will have mainly normal washing instructions, but check on the
fabric’s special care instructions.
3. TURN CLOTHING RIGHT SIDE OUT
Make sure none of the legs of your pants or arms of your shirts are stuck in the
garment improperly. But if there is special instruction for the clothes to be washed
inside out, make sure you remember it and you have to do it.
4. CHECK ALL POCKETS
 Make sure all the pockets of the garments to be washed are emptied.

5. CHECK FOR SEWING REPAIRS

Make sure there are no lose threads, rips, button repairs or other sewing repairs
before washing, otherwise you might make the sewing problem of the garment
worse.

6. CHECK FOR STAINS

Garments with stains need to be pre-treated or soaked before washing and drying.

7. SORT THE CLOTHES

There are many ways on how to sort the laundry.
Information Sheet No. 1
a. According to color – whites should be separated from the colored ones to avoid
discoloration.
b. According to type of fabrics – identify the garments that can be washed through WASHING POWDERS
hand washing, dry cleaning, machine washing, etc.
THERE ARE NO CLOTHING MATERIALS THAT NEED TO BE SEPARATED BECAUSE OF 1. SYNTHETIC DETERGENTS:
a. These are good for all general washing, by hand or by washing machine (except
EXCESSIVE LINT.
c. According to size or thickness. front-loading automatics).
d. According to the degree of dirt – clothes that has excessive dirt has to be pre- b. They produce good lather even in hard water and are in rinse away.
processed or separated. c. Example: Surf

REMINDERS: 2. SOAP POWDERS:

WHITES:
These are to be washed separately and it is usually the first to be washed so as to retain its
white color. These garments also need warmer water temperature to ensure proper
cleaning.
3. BIOLOGICAL (Enzyme) DETERGENTS:
REDS OR BRIGHT COLORS:
Colorfast pinks, purples, reds, and orange can be mixed together to make a full load.
Warning though on reds because they might bleed excessively.
TOWELS:
Towels are lint producers and these can stick to other types of garments. Wash with
blankets, sheets and robes as long as they don’t bleed.
a. Based on soap.
b. They are made from natural animal or vegetable fats.
c. They are good for all general washing by hand or machine, though in hard water
areas, they lather well and may produce a scum.
d. Example: Persil Fairy Snow
a. These are synthetic detergents which contain enzymes to break down and
remove protein stains such as milk, blood or egg. They are very useful for
soaking out stains before washing.
b. They work best in water which is hand-hot but not above 60 degrees centigrade.
Some fabrics like wool, silk and leather should never be soaked. Garments with
metal fasteners may be suitable for soaking.
Flame-resistant finishes should never be soaked but washed in hand-hot water.
 Clothes which are not color-fast should not be soaked. To test for color fastness Stains should always be removed before the washing stage.
wash an inconspicuous part of the garment in a washing powder solution and iron it Many everyday stains can be removed by treatment with ordinary washing powders.
while damp between 2 pieces of white fabric. If any color comes out or if you are in The treatment depends on:
doubt wash the garment quickly and separately in warm water. a. Type of stain.
Example: Ariel b. Material which is stained

4. LOW LATHER DETERGENTS:
Specially made to be used in front loading washing machines, they produce only a
small amount of foam as too much will prevent the machine in working efficiently.
5. LIGHT DUTY DETERGENTS:
These are suitable for hand washing lightly soiled clothes for delicate fabrics and
wool. They are easy to rinse and leaves clothes feeling soft.
Highly recommended for baby clothes.
6. COOL WATER DETERGENTS:
They wash well at low temperatures and so save money on the amount of electricity
need to heat the water.
1. The first rule with stain is to act as quickly as before the stain has time to set.
Provide the article is washable, you should:
Put it into cold water (hot water will set the stain).
Soak the article (unless unsuitable).
Wash as usual.
2. Removing stains by soaking
Most washing powders contain sodium perforate which remove stains such as tea,
coffee or fruit juice, this acts both during soaking in hand-hot water during washing
at high temperature, if the fabric is suitable.
An enzyme (biological) detergent will remove protein stains like blood, egg, milk or
gravy very effectively during a long soak in warm water.
After soaking, rinse well then wash the normal way.

FORMS OF DETERGENTS:
3. Hypo-chloride bleaching
TABLET Can be used to bleach stains out of white cotton or linen. Never use it undiluted and
POWDER
follow the instructions very carefully before washing.
LIQUID
GEL
4. Crease-solvent washing powders
Will remove greasy marks during soaking and washing.
FORMS OF WATER:
HARD WATER
SOFT WATER 5. Solvents
Used in stubborn greasy or oily stains or non-washable article.
Place a clean white cloth below the stain. Soak another cloth in the solvent and dab
at the stain, working from the outside in towards the center. Rinse well then wash as
Information Sheet No. 3
usual.
TREATING STAINS Air well, if not washable to remove fumes and only use solvents in a well ventilated
STAIN REMOVAL: room.

It is essential that stains are removed quickly as possible to prevent them from STAIN REMOVAL GUIDE
settling into the fabrics.
 Apply liquid hand dish and work into stain until removed.
BABY FOOD Use a paper towel to absorb stain.
Rinse in cool water. Hand wash the item in the detergent making sure the WD-40 odor is removed.
Pre-treat stains with a paste made of powdered enzyme detergent and water, or use
liquid water safe for fabric. FRUIT JUICE
Soak in cool water.
BABY FORMULA Rub detergent into stain.
Launder with chlorine bleach.
Soak in a gallon of water with 2 tbsp. of enzyme detergent for 30 minutes.
If care label allows: otherwise, use all-fabric bleach.
Launder in hottest water safe for fabric.
Difficult stains may require chlorine or all-fabric bleach.
BALL POINT INK GRASS
Sponge stain with rubbing alcohol. Apply liquid enzyme detergents directly onto stain or make a paste of powdered
Rub a small amount of detergent into stain. enzyme detergent and water into damped stain.
Launder as usual using chlorine bleach if care label allows; otherwise, use all-fabric Let stand for 5 minutes.
bleach. Launder as usual using chlorine or all-fabric bleach.

BLOOD GREASE
Rinse fresh stains under cold running water, rubbing with a bar of soap. Pre-treat with a stain remover especially formulated to remove greasy stains.
Rinse and launder.
For dried stain, soak in a gallon of warm water with 2 tbsp. of enzyme detergent. GROUND IN DIRT
Brush off as much as loose dirt as possible.
CHEWING GUM Rinse stain, placing fabric face down under cool running water.
Harden gum with an ice cube, and then gently scrape with a dull knife or credit card Rub liquid detergent into stain, or use a paste made of powdered detergent and
to remove as much gum as possible. water.
Place face down on paper towels and sponge with dry cleaning solvent. Launder as usual using appropriate bleach.
Rinse well and launder.
MOMMY’S MAKE-UP
CHOCOLATE Pre-treat with a stain remover, gently rubbing into stain.
Pre-treat stains with a paste made from powdered enzyme detergent and water, or Launder as usual using hottest water safe to fabric.
Use appropriate bleach.
use a liquid enzyme detergent.
If grease stain remains, soak in water with pre-treat product.
Rinse and re-launder.
CRAYON If grease stain remains, soak in warm detergent or a paste made of enzyme.
Place stained surface down on a pad of paper towels, spray with WD-40 and let
stand for a few minutes. TOMATO SAUCE
Turn fabric and spray the other side. Rinse stain in cool water.
Let stand.
 Rub stain with liquid enzyme detergent or a paste made of enzyme detergent and
water.
Allow to stand 30 minutes.
Launder using hottest water safe for fabric.
Use appropriate bleach.
URINE/VOMIT/STOOL
Remove any solid and rinse in cold water.
Soak for 5 minutes in a detergent/water solution of 2 tbsp. of enzyme detergent
dissolved in hot water.
Launder in hottest water recommended for fabric.
Use chlorine bleach if safe for fabric, or use all-fabric bleach.
VITAMINS & LIQUID PAIN RELIEVER
Use bar soap or a rewash stain remover and rub gently into dampened stain.
Allow to stand for 5 minutes. Launder as usual using appropriate bleach and hottest
water recommended by care label.
LAUNDRY TIPS
 Always check care labels for special washing instructions.
 Treat stains as soon as possible – fresh stains are much easier to remove
 Air dry stain-treated clothes. Dryer heat can permanently set some stains.
 Be persistent. Repeat procedure if stain remains.
 Always test stain removal method on a hidden area of garment, especially
fluorescent, neon and khaki colors which are less colorfast.
 Detergents containing enzymes help dissolve protein stains such as baby formula,
blood, egg or grass.
 Liquid chlorine bleach helps brighten and remove stains on may whites and colorfast
washables. Never use on wool, silk or leather.
 Non-chlorine bleach is gentler and safe to use on almost all colored washables.
 Remember cloth diapers must be laundered separately.
 Finally, laundry is a grown-ups job. Keep laundry products out of reach of children!
SAFETY REMINDERS IN USING BLEACH:
PERSONAL SAFETY:
 Never use bleach on your bare skin, eyes, etc.
 Never put bleach on food or beverage with any other chemicals.
FABRIC SAFETY:
 Never use chlorine on animal fibers.
 Use chlorine maximum 60 degrees C. on cellulose.
 Do not use oxygen bleaches in brass machines.
Information Sheet No. 4
WASHING
 Washing takes place by the rotating action of the clothes in hot water. Soaps or
detergents and any other chemicals are added but the laundry results can be
obtained by using the minimum amount of bleach and chemicals and giving the
maximum amount of the washing action and time.
 Temperature washing times and processing chemicals vary according to the type of
fabric being laundered.
 Whatever the type of machine used for maximum efficiency, it must be loaded and
operated according to the manufacturer’s instructions.
1. WASHING GUEST’S LAUNDRY:
 Clothes are normally washed in a domestic washing machine to prevent damage,
especially for delicate fabrics.
 Sort guest’s clothes according to color; wash white ones
first, then separate according to fabric, to determine which
one needs to be hand washed, dry cleaned and machine
washed.
 Wash the colored fabrics. Separate the colorfast from non-
colorfast fabrics (bleeding colors).
 Change water for the next sorted items.
2. WASHING LINENS
 Housekeeping linens: separate each kind;
 Pillow cases
  Sheets Example:
 Linen canvass If it is known that the weight of a sheet is 500 grams and the capacity is 25 kgs. The
 Change water for the next sorted items. 50 sheets are counted out for each compartment.
 Towels – face towels, hand towels, bath towels, and lastly, the bath mat for
drying the feet.  Alternatively, bundles of linen can be weighed before putting them into the
 Robes
compartments, if the operator by volume and loads the compartments to capacity, it
 Blankets
 Change water for the next sorted items. may result to inadequate wash.
 Linen from the Food & Beverage – table napkins, table cloths, place mats.
 Curtains FIVE MAIN STAGES IN WASHING:
 Change water for the next sorted items.
1. Pre-wash – in cold water, which loosens any soiling and stains.
3. WASH LINENS FROM OTER DEPARTMENTS 2. Chemical wash – where any biological action detergent begins to work in
 Change water for the next sorted items. temperatures between 0 degrees and 60 deg. C. digesting stains and breaking up
bacteria.
4. WASH EMPLOYEES UNIFOFRMS 3. Sterilization Stage – where oxygen bleach does its job. Laundry is boiled at 82 deg. C
 Including those from other departments especially the chef’s uniforms. but can be taken up to 100 deg.C for a period of eight minutes which kills any
bacteria.
5. WASH RUGS 4. Rinsing – done using hot and cold water which is usually recovered and recycled
 Use water from previous washing. during the last rinse, in order to save water.
 When washing and rinsing are done, clean the machine drums and remove 5. Extraction – removes at least 50 % of the water used in the rinsing process. Hydro-
lint from the screen. extraction must be kept to a minimum to prevent pronounced greases setting into
the fabric.
SMALL ESTABLISHMENTS:
 Dirty linens are washed in machines similar in size and capacity to those used in LAUNDRY EQUIPMENTS
launderettes.
1. WASHER
BIG ESTABLISHMENTS: THERE ARE 2 TYPES OF WASHERS:
 Industrial equipment is used in washing.
 TOP LOAD
 INDUSTRIAL WASHING MACHINES:
 These are front loaded and the drum is split into three compartments in order that
the weight of the linen may be equally distributed so as not to unbalance the
machine. The modular system of loading is the simplest; each item of linen has a
known weight, so they are counted out into plies to appropriate total weight.
  FRONT LOAD
 PULSITOR

WASHING ACTIONS:
2. DRYERS
 REVOLVING DRUM
Drying with dryers

 Check the condition of the machine before using; clean the lint screen.
 Put the machine just enough quantity of linen. Overloading cause uneven drying,
wrinkling, and may damage the machine.
 AGITATOR  Select the right drying cycle – towels and linens that do not require pressing.
a. Automatic dry cycle – towels and linens that do not require pressing.
b. Damp dry – linens that require pressing.
c. Fluff air cycle – especially for bed pads, comforter and blankets to prevent shrinkage.
 Strictly follow manual instructions.
 Clean the machine after using.

3. HYDRO EXTRACTOR
4. SPOTTING TABLE
5. FLATWORK IRONER
 6. STEAM PRESSER Fabrics contain the following:
7. LAUNDRY CART - Instructions in washing, drying, ironing
8. IRONING TABLE AND IRON - Fiber contents
- Country of origin

SUMMARY OF THE BASIC STEPS:

4. FLUSH – linen is wet to dissolve soil.
5. Suds – actual washing steps.
6. Bleach – elimination of stains.
7. Rinse – rids the linen of soil and detergent.

SOUR AND SOFT STEP – final conditioning.

EXTRACT – the process of reducing moisture content of linen by 50%.

WASHING WITH AUTOMATIC WASHERS:

A. Select load size – based on items.

B. Add washing machine detergent following the recommended quantity for specific
load size.
C. Adjust machine to the appropriate water temperature.
 Hot – 60 deg. C; heavily soiled
 Warm – 37 deg. C; lightly soiled
 Cold – 18 deg. C; permanent press items
D. Place soiled linens based on classification.
E. Select the right wash cycle and time;
 Super wash cycle – heavily soiled
 Regular wash cycle – lightly soiled
 Gentle wash cycle – delicate
F. Follow manual instruction.
G. Clean the machine after using.

FABRIC CONDITIONING

A. Soften clothes for easy ironing.

B. Add fragrance.
C. To prevent static clinging.
-
 1. Butler must establish the guest’s profile be it through the information provided
ROLE OF A BUTLER: before the guest’s arrival or through personal contact with the guest or guest’s
 The role of a butler for centuries has been that of the chief steward of a household, acquaintance.
and the attendant entrusted with the care and services of wine and alcoholic 2. Must have a series of strategies that serve as tools to get to know the guests needs
beverages. and as a means to generate service needs.
3. Daily personalized assistance, detailed observation, the capacity to analyze the
BUTLER SERVICE: guest’s behavior are, among others, the tools that the butler resorts to on daily basis
 Providing the distinctive needs of personal service, including wide range of services to determine that the possible needs of the guests are, to generate such needs, and
all focusing on quality of life. to transform them into services provided with the requester level of quality, showing
 Thoroughly trained butlers will attend to the needs of the guests and fulfill all wishes the butler/s capacity to satisfy the guests needs and exceeding the guests
before they are expresses. expectation with them.

ACTIVITIES THE BUTLER MAY PERFORM: Example:

1. Making sure everything is prepared on the arrival of the guest, sometimes including  Arriving guest likes classical music – the butler suggests a concert of the Phil-
having lunch or supper ready on their arrival, drinks chilled and keeping the fire harmonic Orchestra and offers to iron the clothes that the guest is going to wear in
roaring for the duration of their stay. the performance.
2. Helping the guest organize their stay, going through the agenda that is set with the  The modern hotel butler does not wait for the guest to make a request but
butler including booking of restaurants, organizing cocktail parties, discussing the generates the guest’s request through SUGGESTIONS, COMMENTS and a high
flowers for the duration of the guest’s stay, and discussing guest’s requirements. capacity for IMPLEMENTATION.
3. Prepare the guest’s wine cellar before their arrival and ensure that any private
entertainment required is elegantly and efficiently catered for.
4. Making sure that guest’s stay is as luxurious as possible; soft towels or linens, fresh  The hotel butler is in-charged of preparing a profile so that in depth knowledge of
flowers daily. Pillows fluffed and other requests are met. the guest can be ACHIEVED.
5. Prepare breakfast every morning, if permitted, with fresh percolating coffee, fresh
pure squeezed juice with hot croissant. All provided with a daily paper. ENTERTAINMENT SERVICES:
6. Helps the guests source local gifts, mail documents retrieve facsimiles, pick up  Planning/Managing special events and parties
laundry, and much more.  Invitations and RSVP handling
7. Make the guests stay truly enjoyable, and make everything seem effortless; set a full  Reservations for restaurants, theater, etc.
bar, light the candles and soften the mood with the guests’ favorite music.
FAMILY AND HOME SERVICES:
 Managing construction projects or home improvements
 Car maintenance
 Property management
 Child care
SERVICES:
 Pet care
  Elderly care
 Chauffeuring
 Shoe care
ATTRIBUTES OF A GOOD BUTLER:
1. Represents the hotel to the guest, and should help build good relationship between
the hotel and the guest.
2. Is well-groomed and is equipped with knowledge or other languages asides from
English.
3. Multi and highly skilled, when it comes to tasks performed.
4. Handles luggage and other guest’s properties with care.
5. Can handle other tasks that may be requested by the guests.
6. Should be able to establish warm atmosphere during the first meeting with the
guest.
Hotel Butler Services Makes All The Difference !
Throughout history, the word “butler” has been associated with service. The definition of
“service” in the dictionary reads:
1. occupation or function of serving the state, an institution or an individual;
2. organization and personnel supplying some public demand;
3. contribution to the welfare of others.
Considering this definition, it may be said that the butler is someone who provides services,
i.e., who serves other people , with the aim of satisfying their needs for their own benefit.
The fact that butlers used to serve their employers during long periods of time –in many
cases, the butler’s whole life- put them in an unparalleled position: they got to know their
employers like no one else did, which allowed them to anticipate their needs, ensuring that
those needs were satisfied just as they had been requested, guaranteeing the quality of the
service provided and therefore, the employers full satisfaction.
As the hotel industry evolved, hotels not only adopted infrastructures never before imagined
but also developed and perfected the services available to their guests in order to make
them feel more comfortable and foster differentiation within the industry.
One of such newly developed services is the hotel butler. Which is the difference then
between this type of butler and the traditional butler? In my opinion, the main difference
lies in the active role of the butler in today’s hotel industry.
As any business, hotels are concerned with profitability. This is achieved through high
occupancy levels, which is a result of customer -i.e., guest- loyalty. Customer loyalty is not
simply a matter of meeting the customers’ expectations, but of exceeding them.
How can we possibly meet guests’ expectations if we don’t know what they are? How can
we exceed guests’ expectations regarding a particular service if we don’t know what they
expect from it?
Here is where the active role of the butler is vital. When the guest arrives, the butler must
establish the guest’s profile, be it through the information provided before the guest’s arrival
or through personal contact with the guest or a guest’s acquaintance. The hotel butler must
have a series of strategies that serve as tools to get to know the guest’s needs and as means
to generate service needs.
Daily personalized assistance, detailed observation, the capacity to analyze the guest’s
behavior are, among other, the tools that the butler resorts to on a daily basis to determine
what the possible needs of the guest are, to generate such needs, and to transform them
into services provided with the requested level of quality, showing the butler’s capacity to
satisfy the guest’s needs and exceeding the guests’ expectations in connection with them.
For example:
If we know that an arriving guest likes classical music, the butler suggests a concert of the
Philharmonic Orchestra and offers to iron the clothes that the guest is going to wear to the
performance.
The modern hotel butler does not wait for the guest to make a request, but generates the
guest’s requests through suggestions, comments and a high capacity for implementation.
The hotel butler is in charge of preparing a profile so that in-depth knowledge of the guest
can be achieved.
Butlers are the hotel’s best tool for providing personalized service, offering a unique
experience and an unforgettable stay that will make the guest want to return.
The hotel butler makes all the difference. Even though some hotels have not set up a butler
department, they nevertheless offer certain services that are typical of such position,
performed by a different kind of employee under a different name, e.g.: valet, runner,
assistant, bellboy, and so on.
The basic services offered by the hotel butler are, namely:
1- Laundry and ironing.
2- Shoe shine.
3- Packing and unpacking.
4- In-room breakfast and beverages.
What is the difference between the services offered by a hotel butler and those provided by
any of the other positions mentioned above?
When taking the tray to the room, the hotel butler is not just offering breakfast or tea; he is
also bringing with him an amount of information gathered beforehand that makes it possible
for him to know the guest in greater depth, thus being able to anticipate the guest’s needs.
When the butler enters the room to collect the laundry, he also carries away with him an
interpretation of the guest’s immediate environment that contributes additional information
to the guest’s profile, enabling possible strategies concerning services that guarantee the
guest’s well-being and satisfaction.
The butler has received training on service quality, service strategy creation, preparation of a
guest’s profile, stay satisfaction follow-up, management of complaints, and so on, that allows
him to offer a highly personalized service.
It must be borne in mind that the main goal of any business is profitability and that, in the
case of a hotel, it is closely related to the creation of customer loyalty, which depends on the
degree of satisfaction experienced by the guests during their stay. The hotel butler is the
cornerstone of a highly personalized service that guarantees high quality standards..
A butler is a domestic worker in a large household. In great houses, the household is
sometimes divided into departments with the butler in charge of the dining room, wine
cellar, and pantry. Some also have charge of the entire parlour floor,
and housekeepers caring for the entire house and its appearance.[1] A butler is usually male,
[2] and in charge of male servants, while a housekeeper is usually a woman, and in charge of
female servants. Traditionally, male servants (such as footmen) were rarer and therefore
better paid and of higher status than female servants. The butler, as the senior male servant,
has the highest servant status.
In modern houses where the butler is the most senior worker, titles such
as majordomo,butler administrator, house manager, manservant, staff manager, chief of
staff, staff captain, estate manager and head of household staff are sometimes given. The
precise duties of the employee will vary to some extent in line with the title given, but
perhaps more importantly in line with the requirements of the individual employer. In the
grandest homes or when the employer owns more than one residence, there is sometimes
an estate manager of higher rank than the butler.
The word "butler" comes from the Old French bouteleur (cup bearer),
from bouteille (bottle), and ultimately from Latin. The role of the butler, for centuries, has
been that of the chief steward of a household, the attendant entrusted with the care and
serving of wine and other bottled beverages which in ancient times might have represented
a considerable portion of the household's assets.
In Britain, the butler was originally a middle-ranking member of the staff of a grand
household. In the 17th and 18th centuries, the butler gradually became the senior, usually
male, member of a household's staff in the very grandest households. However, there was
sometimes a steward who ran the outside estate and financial affairs, rather than just the
household, and who was senior to the butler in social status into the 19th century. Butlers
used to always be attired in a special uniform, distinct from the livery of junior servants, but
today a butler is more likely to wear a business suit or business casual clothing and appear in
uniform only on special occasions.
A Silverman or Silver Butler has expertise and professional knowledge of the management,
secure storage, use and cleaning of all silverware, associated tableware and other
paraphernalia for use at military and other special functions.
 Activities the Butler can perform
Administrative Services
 Handling social and correspondence and bill
 Serving as office assistant, handling correspondence, creating
inventories, organizing the office and handling media inquiries
 Computer operations
 Financial issues handling (insurance, investments, credit cards)

1. Making sure everything is prepared on the arrival of the guest, sometimes including
having lunch or supper ready on their arrival, drinks chilled, and keeping the fire Travel Services
roaring for the duration of their stay.  Making travel arrangements
2. Helping the guests organize their stay, going through agenda that is set with the  Assistance during traveling
butler, including booking of restaurants, organizing cocktail parties, discussing the  Packing/Unpacking suitcases
flowers for the duration of the guest’s stay, and discussing guest’s requirements.
3. Prepare the guest’s wine cellar before their arrival and ensure that any private Entertainment Services
entertainment required is elegantly and efficiently catered for.  Planning/ managing special events and parties
4. Making sure that the guest’s stay is luxurious as possible, soft towels or soft linens,  Invitations and RSVP handling
fresh flowers everyday. Pillows fluffed and other requests are met.  Reservations for restaurants, theatre, etc.
5. Prepare breakfast every morning, if permitted, with fresh percolating coffee, fresh
pure squeezed juice, with hot croissant. All provided with a daily paper. Family and Home Services
6. Helps the guest source local gifts, mail documents retrieve facsimiles, pick up  Managing construction projects or home improvements
laundry, and much more.  Car maintenance
7. Make the guest’s stay truly enjoyable, and make everything seem effortless; set a full  Vendor maintenance
bar, light the candles and soften the mood with the guest’s favorite music.  Laundry management
 Child care
PERSONAL ASSISTANT SERVICES AND BUTLER SERVICES  Pet care
 Elderly care
Personal Assistant (PA)  Shopping
 Chauffeuring
 Typically focused on one person, taking care of his or her personal and private life.
 Renders services for CEO’s of corporations and other private clients, and their duties  Shoe care
may include the following:
 Maintaining social agenda
 Running business and personal errands ATTRIBUTES OF A GOOD BUTLER
 Maintaining social and philanthropic activities 1. Represents the hotel to the guest, and should help build good relationship between
 Laundry management the hotel and the guest.
 Chauffeuring 2. Is well-groomed, and is equipped with knowledge of other languages aside from
English.
3. Multi and highly skilled, when it comes to tasks performed.  Team player
4. Handles luggage and other guest’s properties with care.  Ability to work under pressure for long unscheduled hours
5. Can handle the guest’s activities with confidentiality.  Knows how to keep confidentiality
6. Can perform other tasks that may be requested by the guest.  Have a wide knowledge in hotel management
7. Should be able to establish warm atmosphere during the first meeting with the  Multi and highly skilled person
guest.  Loyal, hardworking, honest and polite

 He is the hand of food and beverage services

BUTLER  The care of silverware
 Personalized assistant of the guest
Assist and coordinate the arrival and departure of the guest.
Greet and escort the guest to his/her room. NATURE OF WORK
Handle guest luggage and other properties.  Butler is responsible in supervising the over-all chores in hotel or Cruise. They
Ensure cleanliness of suite for guest.
observe the cleanliness, the food and drinks and all operation that involve service.
Manage guest’ special request delivery/guest order.
Provide exceptional and memorable service to guest throughout their stay.
Provide valet service: AMBASSADOR OF THE HOTEL
 Washing of the clothes Latin word ambactus which means servant
 Pressing of the clothes  Represents the hotel to the guest, and should help build good relationship between
 Shoe shine the hotel and the guest.
 Prepare the clothes to wear  Establish warm atmosphere during the first meeting with the guest.
In-charge on the food and beverages for the guests:  Mini-manager in the Household but not in the hotel.
 Serving wine
 Prepare food
 Cook in front of the guest/per request
RAC
 He can perform different departments in the hotel
 Housekeeping (Houseman, RA, PA) Used to carry all the chemicals, materials, amenities and supplies needed in making
 Kitchen (Cooking, Baking) up the room and to make cleaning easier and faster.
 Bartending Duffle bags/soiled linen bag – used to carry out all soiled linen and towels
 Food and Beverage Garbage Bag – used to carry all unnecessary items.
 Front Officer On the top layer – are amenities used in comfort rooms (morning kit, shaving kit,
soap, shampoo, conditioner, lotion, etc.) , amenities in the closet, paper amenities.
 Skills and specification On the second layer – are linens, towels, etc.
 Good communication skills On the bottom layer – are the chemicals, rags (wet & dry), materials used in cleaning
 Driving skills the room and comfort room.
 Well-groomed 45° position – easy access, passing through (coming in, coming out). To avoid the
 Facilities oriented unauthorized person to go enter the room.
 Full in all materials and chemicals, supplies and amenities to avoid going back and
forth to the pantry area/stock room.
It should be arranged correctly.
Hygiene and sanitation.
Not messy (kalat, magandangtignan at maayos) SOILED LINENS FACE AND HAND
Chemicals are labeled properly. BEDSHEET KING TOWEL INVENTORY
Caddy – where to put all the chemicals in cleaning the comfort room ROOM # # OF
BEDSHEET TWIN TOWELS
PILLOW CASES
DUVET COVER KING
DUVET COVER TWIN
BATH TOWEL
BATH ROBE
BATHMAT
TOTAL
ROOM ATTENDANTS WORKSHEET
NAME:___________________
SHIFT:____________________
DATE:____________________

ROOM NUMBER RM. POINTS STATUS GUEST NAME START DND REFUSED LATE MUR FINISHED ACTUAL REMARK
TYPE STATUS
 - Foot board
- Base/stand
- Mattress/bed
- Wheels
- Bed pad – to protect the bed from being stained.
- 1st linen – to cover up the bed pad.
- 2nd linen – wrong side to protect the sensitive skin of the guest and when/upon
folding it will turn on the right side.
- Blanket:
 give comfort to the guest
NOTE: All worksheet must be filled up properly and surrendered after every duty for T.L  to avoid skin irritation of the guest
signature. - 3rd linen:
 to cover up the blanket
 to look nice and beautiful
T.L SIGNATURE:______________________________________
 to make the bed presentable
- Bed cover – to protect the bed from dust.
- Pillow slip
- Pillow case
- Pillow sham – decorative
- Housewife/oxford style
 The pillows should not face the door/window to avoid micro organisms from getting
inside the pillow
 Hygienic – nice to look at.

DRY CLEANING
 Is the process of washing clothes without using water but using solvent.

SOLVENT USED
 Glycol ethers – more effective than perchloroethylene and environment friendly.
 Hydro carbon – petroleum-based solvents are less aggressive than perc and require
a longer cleaning cycle.
 Liquid silicon – is gentler on garments than perc and does not cause color less.
-more environment friendly
-the price is more than double than of perc.
BEDDINGS  Perchloroethylene – more aggressive, not eco-friendly.
- Bed stand
- Head board
Process of dry cleaning
- Bed board
1. Tagging/inspection – some method clothes has small paper tags or little labels
within the shirt collar, used to identify your clothes so they won’t get mixed up with
everyone else’s, clothes are also examined for missing buttons, tears, etc.
2. Pre-treatment – the cleaner looks stains on your clothes and treat them to make
removal easier.
3. Dry cleaning – the clothes are put in a machine and cleaned with solvent.
4. Post-spotting – any lingering stains are removed.
5. Finishing – this includes pressing, folding, packaging and other finishing touches.