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;
LO 5. Lost and Found Articles  Simpler to manage

Module 2 Cleaning Premises (Public Areas) 2. Institutional Housekeeping

 Applies to housekeeping maintenance in a commercial lodging establishments like
Module 3 Provide Laundry Services hotels, resorts, inns, apartelles;
 Blown-up to a more complex and sophisticated tasks. With a lot of guests to attend
Module 4 Provide Valet/Butler Services to, housekeeping responsibilities have to be distributed to several sections or areas
of the housekeeping department.

HOUSEKEEPING DEPARTMENT
 The largest department in a hotel and considered the heart of the hotel.
OBJECTIVES OF THE HOUSEKEEPING DEPARTMENT
1. Service – maintain highest standard of guest service.
 Every effort must be made to provide maximum guest satisfaction.
2. Quality – all 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
2. Maintenance of furniture  Penthouse
 Furniture when not properly cleaned and maintained will have short life span.  Studios
 Deluxe rooms
3. Makes for safety hazards that could endanger the guests or costumers.  All other types of rooms being sold by the hotel
2. Linen Room:
RESPONSIBILITIES OF THE HOUSE KEEPING DEPARTMENT:  Housekeeping department’s own linens
 Food and beverage linens
 Responsible for equipment, staff, linen and uniforms of the department of the hotel.  Employees’ uniforms
 Responsible for designing, implementing and evaluating Housekeeping systems.  All linens from the other department of the hotel
 Responsible for providing best appearance of public areas and guestrooms.
 Responsible for maintaining a systematic and effective administrative system for the 3. Public Areas and Back of the House:
department.  Offices
  Function Rooms  Inspects rooms regularly.
 Restaurants  Coordinates with the F.O regarding transfer of guests and problems.
 Lounges
 Lobby and Terrace 2. Assistant Executive Housekeeper
 Social Hall  Assists the housekeeper in the absence of Executive Housekeeper.
 Ballroom
 Guest Cafeteria 3. Secretary of the HKD
 Comfort Rooms  Responsible for the communications within HKD, FO, and other department.
SPECIFIC DUTIES:
4. Laundry Room:
 Food and Beverages laundry  Administers lost and found articles.
 Housekeeping department’s laundry  Receives and reports missing or damaged items for repairs.
 Guests’ laundry  In-charge of secretarial and clerical jobs at the HKD.

4. Floor Supervisor
5. Gardening and landscaping : a. Head of room attendants.
 All surrounding areas b. Responsible for well maintained guest rooms.
SPECIFIC DUTUIES:

HOUSEKEEPING PERSONNEL:  Assigns room attendants of their duties and inspects cleanliness.
 Examines rooms for repair and makes recommendations and replacement.
 Housekeeping staffs must show concern for guests, which makes the guests want to
return; the basic ingredient for growth in occupancy and success in the hotel
5. Room Attendants ( Room Boys/ Chambermaids)
business.
 Provides services for maintenance of guestrooms, according to optimum standards
of cleanliness and sanitation.
1. Executive Housekeeper
 Directs and controls the activities of housekeeping department and all the
SPECIFIC DUTIES:
housekeeping staff.

SPECIFIC DUTIES:  Cleans and makes up rooms.

 Reports missing or damaged items.
 Oversees the work of the house.  Clean doors, ceilings and mirrors.
 Trains employees.  Replace supplies.
 Sees to it that all rooms and areas conform to the highest standards of cleanliness  Submits daily reports.
and orderliness.  Renders assistance to the guests at all times.
 6. Linen Room Supervisor SPECIFIC DUTIES:
 In-charge of the linen room and supervises the activities of the linen room and the
linen room staff.  Coordinates with the other departments of the hotel to ensure availability of
supplies.
 Examines guests’ clothes and other items before processing.
SPECIFIC DUTIES:
10. Laundry Room Attendants
 Supervises the inventory of linens and uniforms.  Do the washing of linens, uniforms and guests’ laundry.
 Ensures sufficiency of supplies through requisition and controls them.
11. Pressers
7. Linen Room Attendants  Irons linens, uniforms, guests’ clothes and other linens that needs pressing.
 Responsible for receiving, sorting and issuing of uniforms and linens.
12. Head Houseman
SPECIFIC DUTIES:  Directs and controls the activities covering public area maintenance and ensures
conformity to prescribed housekeeping policies standards.
 Assists in inventory and supplies.
 Assists in arrangement of flowers. SPECIFICDUTIES:
 Sorts out linens for repair, discard or use.
 Prepares and assembles linen and guest’s supplies as required.  Maintains quality housekeeping in all public areas.
 Conducts regular inspection of the different public areas as to cleanliness and
8. Seamstress/Tailor maintenance and checks for things that needs repair or corrective action.
 Responsible for repairs on hotel employees uniforms, hotel linens and guests’  Checks orders in all areas, ensuring the fixtures and furniture are in the right place,
clothing. such as plant boxes, décor, etc.
 Monitors and supervises proper use and maintenance of cleaning supplies and
SPECIFIC DUTIES: equipment as well as tools and materials.
 Checks equipment’s regularly for their condition. Have them cleaned and regularly
 Reports condemnation of linen and converts condemned linens to usable ones. repaired when out of order.
 Assists in inventory.  Checks and par stock requirements and makes requisition for replenishment.
 Assists in missing supplies.  Reports all unusual incidents and accidents in his area.
 Trains, coaches, and supervises his staff.
9. Laundry Room Supervisor  Performs other related duties that may be assigned to him.
 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 Information Sheet No. 2
 Cleans, maintains and replenishes supplies of public guest rooms. LO 2 – OCCUPATIONAL HYGIENE AND SAFETY PROCEDURES (OH & S)
 Cleans and maintains employees’ lockers.
PERSONAL PRESENTATION AND ATTITUDE
15. Head Gardener
 Responsible for gardening and landscaping. The way you present yourself will have a lasting effect on guests.
 Supervises the work of gardeners.
 It is also important that all employees have a pleasant appearance when working
with fellow workers, as this helps to create a professional atmosphere and attitude
16. Gardeners among all staff members.
 maintains the gardens, indoor plants and the surrounding of the hotel.  Employees should create an impression that is efficient and speedy service.
 Attitudes to work, guests and fellow workers are reflected in the way employees
17. Mini-Bar Runner/ Attendant walk, stand and conduct themselves in the presence of the guests.
 Responsible for performing mini-bar operating procedures.  Behavior is “on show” all the time.

SPECIFIC DUTIES: GROOMING STANDARDS:

 Maintains par stock of mini-bar items, requests for replenishment of consumed PERSONAL APPEARANCE AND HYGIENE:
stocks.
 Makes records of consumption per room and prepares sales report. 1. Preventive measure against body odor should be taken:
 Assists in promotion of mini-bar.
 Records salable stocks, informs supervisor on slow and non-salable stocks. a. Daily shower
 Conducts mini-bar inventory. b. Use of deodorant
 Cleans and maintains mini-bar. c. Daily change of uniform
 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.
outs for the day. 3. Shoes should be clean.
 Coordinates with the Front Office regarding bills especially late charges. 4. Fingernails should be trimmed and kept clean.
 Performs other duties as may be assigned. 5. For male employees:
a. Hair should be well groomed and not touching the collar.
18. Laundry Valet Attendant b. Face should be clean shaven; no mustache, beard or side burns.
 Administer guests’ clothes for laundry. c. Strong smelling lotion or gel should be avoided.
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. “AN OUNCE OF PREVENTION IS WORTH A POUND OF CURE”
d. Nets should be used for long hair.
e. Socks or stocking should be held up firmly. SUGGESTED SAFETY TIPS:

ATTITUDE AND OTHER IMPORTANT PRACTICES AT WORK:  Wipe up spills, leaks and tracked-in water promptly to prevent slips and falls.
 Repair ripped carpets immediately.
1. Punctuality is expected for every employee.  Be careful in mixing detergents and cleaners so as not to splash on eyes and skin.
2. Punch in/out procedures should be carefully observed.  Check electrical appliances and equipment before use; check for frayed wires, loose
3. Notify management in advance in case of absence. plugs and connections.
4. Important details should be jotted down. No one should trust these to memory.  Check light fixtures daily; dimly lit and dark areas can be hazardous.
5. Unnecessary noise likely to disturb and annoy guests should be avoided.  Report any injury to the supervisor immediately for first aid.
 Talking or laughing loudly  Report any hazards such as broken floor, slippery floor and staircases, tripping
 Whistling or singing hazards, defective light cords, ladders and tools left behind.
 Running on the stairs or corridors  Do not step on the edge of bath tub, or washing bowl using it as a ladder to reach
 Horseplay higher surface.
 Wear safe, comfortable and proper attire at all times when at work.
6. Service elevators shall be used only in transporting supplies.  Do not switch on lights with wet hands.
7. No smoking policy should strictly be observed.  Do not pick up broken glass, razor blades and other sharp objects with your bare
8. Employees should stay only on areas where they are assigned. hands. Use proper tools in picking up these things.
9. Use hotel telephones or intercoms for official business purposes only.  Do not obstruct the hallways with bucket, mop, and other cleaning tools and
10. Use employees’ restrooms and facilities with care. equipment.
11. Gambling, drinking alcoholic beverages and eating in guestrooms are prohibited.  Be careful when laying out vacuum hose in the corridors; guests or employees might
12. Personal guests of employees are to be discouraged from visiting or calling unless in fall over them.
case of emergencies, and thru the personnel office.  Report at once any broken or defective furniture or equipment in guestrooms to the
13. Furniture should be lifted, not dragged. supervisor.
14. Cleaning materials and equipment should be used and handled with care.  Place proper signs like “WET FLOOR” sign when cleaning the floor.
15. Standard procedures should be observed unless otherwise directed by supervisors  Always discard cigarettes or cigarette butts in proper containers.
under certain conditions.  Keep all passageways and fire escape corridors free from obstruction, debris and
16. Valuables and hotel properties should not be kept in lockers. equipment.

SAFETY RULES FOR THE HOUSEKEEPING DEPARTMENT STANDARDS OF IDEAL HOUSEKEEPING:

 Common sense is probably the best deterrent to accidents on the job and also 1. Cleanliness
protection for others in the Housekeeping Department, to be alert for possible  All area immaculately clean, corner to corner, top to bottom, and all surfaces
hazards. It can be said that; including closets and storage areas.
 Furniture and fixtures are properly dusted; doorknobs and metal fixtures are
polished with the right polishing chemical.
 Windows and glass panels are dusted and polished.
 Floors are vacuumed, polished and shampooed when necessary.
 Grounds are free of litter or dirt.
2. Orderliness
 Facilities and fixtures are properly arranged and installed in appropriate location.
 Room amenities are properly placed in appropriate location.
 Linens are neatly folded.
 Beds are made up properly; linens are mitered and wrinkle free.
 The whole area is free from all sources of bacterial contamination such as
indisposed garbage and left over, stagnant water, etc.
 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.
5. Safety
 Rooms, including function rooms and areas are free from any safety hazards like
open electrical outlets, dangling wires, damaged tiles, slippery floors, broken chairs,
etc.
 Building is provided with all required safety facilities like fire exits, emergency alarm,
fire extinguishers, smoke/fire alarms, sprinklers, etc.
 Safety signs and instructions for emergencies are visible in all rooms.
 The hotel is prepared for any emergency procedures and emergency brigade.
 Staff is trained on emergency procedures, including the use of safety equipment.
 Roving guards or house detectives are visible and regularly checks the movement in
guestrooms and other areas to ensure protection of guests.
6. Materials control and preventive maintenance
 Consumption of supplies is always monitored. Excessive consumption is determined
and reported.
 Par stock requirements are always maintained; regular requisitions are made.
 All tools and equipment’s are stored safely in appropriate compartment right after
use.
 Chemicals are diluted properly and used sparingly.
 Supplies and materials are consumed within limits of the budget.
 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.
 Information Sheet No. 3
COMPETENCIES OF HOUSEKEEPING PROFESSIONAL:
5 S’
1. Smile. WHAT IS 5S’?
2. Grooming and hygiene.  5 S’ is an oriented system of cleanliness, organization and arrangement designed to
3. Basic etiquette: facilities greater productivity, safety and quality. It provides a foundation for more
 Smile and attend to guest responsible behavior to better work, better products and morale. It is a
 Recognize guest methodology used to obtain a high quality and productive working environment.
 Be polite to guest
 Avoid mannerism S’ IS IMPLEMENTED IN 5 WAYS:
 Stand erect all the time
 Listen carefully to guest needs SEIRI (Sorting – sinupin)
 Talk softly  Sort out what is needed and what is not. When in doubt, throw it away.
 Avoid arguing with senior staff and guest
 Carry pencil in the pocket SEITON (segregate – suriin)
 Desist from chewing gum  Arrange essential things in order for easy access.
 Enter and leave the floor through the service door only
 Shut the door quietly SEIKETSU (standardize – sanayin)
 Assist guest whenever possible  Make cleaning and checking a routine practice.

SHITSUKE (self-discipline – sarilingsikap)

 Make 5 S’ a way of life. This requires discipline.

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 3. FLOOR CLEANING
 Swept or vacuumed carpet is shampooed as often.
Information Sheet No. 1  Cemented or vinyl floor is scrubbed or polished.

IDENTIFICATION AND MAINTENANCE OF TOOLS, SUPPLIES AND EQUIPMENT 4. WALL WASHING

 Streaks and lap marks are not visible.
Excellent Housekeeping requires very thorough cleaning and being clean means the  Corners and areas are difficult to reach are cleaned with soft cloth to remove
absence of visible dirt. The entire area should not only be cleaned, but also smudges.
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 5. VACUUMING
and other occupants are protected from visible diseases.  All carpeted areas with upholsteries are left clean, free of dust.
 All spots are removed upon discovery.
CRITICAL AREAS THAT MUST BE SANITIZED:
6. DUSTING
 Those that come into direct contact with the body:  All surfaces are dust free.
 Corners are vacuumed.
1. Toilets
2. Toilet bowls 7. WINDOW CLEANING
3. Urinals  Windows do not have smudges or water marks.
4. Lavatories  Window frames and channels are free of dusts.
5. Mattress
8. GLASS PANELS, MIRRORS
 May also include amenities such as:  Thoroughly cleaned, no visible streaks, scratches or spots.

1. Towels 9. WASTE DISPOSAL AND GARBAGE CONTAINERS

2. Linens used for beddings  Emptied of trash garbage and disposed off daily.
3. Glasses and table wares  Cleaned as often as necessary.
 Containers are lined with garbage bags.
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.
 Cleaning solutions rinsed quickly and the floor is dried at once.
 COMMON CLEANING EQUIPMENT:  Sanitizing floor cleaner
 Air freshener
1. HOUSEKEEPERS CART
 Also known as ROOM ATTENDANTS CART (RAC) 3. Cleaning Bucket
 Should be completely packed to save time in going to and from the pantry for CLEANING BUCKET SUPPLIES:
replacement. a. A well-stocked cleaning bucket will include the following equipment and supplies.
b. A supply of cleaning and dusting cloths.
ROOM ATTENDANTS CART c. Individual spray containers of the following:
 Bowl cleaner
1. The purpose of keeping the RAC well packed with fresh linen, guest supplies and  All purpose cleaner
cleaning supplies is to prevent loss of time going to and from the pantry for  Sanitizer
replenishment.  Glass cleaner (ammonia and water)
2. It should have shelves, facilities to handle soiled linen sacks and rubbish sacks that  Tile cleaner
are detachable, storage for maids’ vacuum and a top that is partitioned for small d. Furniture/wax polish
supplies or guests’ amenities. e. Brass/metal polish
3. It is for stacking cleaning supplies and chemicals so as to make cleaning easier and f. Toilet brush/swab
faster. g. Scouring pad
h. Mop & cleaning bucket
THE ACTUAL MAKE UP OF THE ROOM ATTENDANTS’ CART WILL DEPEND UPON THE NEEDS i. Assorted mops
AND CONDITIONS OF EACH HOTEL. j. Carpet cleaners
k. Soft brush
MAINTENANCE:
 Wash soiled linen and garbage canvass as often as necessary. If disposable 4. Linen
containers are used, then dispose and change disposable containers daily.  Towels and sheets according to the number and type of rooms assigned, following
 Check the wheels, remove strings or hair strands that may have been caught on pars established by the hotel
them; apply oil to the wheels as often as necessary.  Sheets (king size) for suites
 Check to determine equipment is clean from the last use.  Sheets (queen size)
 Pillow cases
THE RAC SHOULD CONTAIN THE FOLLOWING:  Bath towels
 Hand towels
1. Supply of dusting and cleaning rags.  Wash cloths
2. Individual containers of the following solutions:  Bath mats
 All purpose cleaner  Bathrobes for VIPs in pantry
 Glass cleaner (may be ammonia and water) 5. Guests’ supplies/amenities
 Dusting solution
 Guest supplies are usually packed in the topmost compartment of the cart, which is 6. Stock the trolley with the requested supplies according to the number of guests.
issued for security reasons. 7. Label the cart by putting all guestroom amenities on the top shelf.
 Facial tissues 8. Folded bed sheets and towels should be piled on the second shelf of the cart.
 Soap 9. Put all the chemicals at the lower shelf or at the lower side of the cart including the
 Shampoo & conditioner towels, rag, etc.
 Foam bath 10. Vacuum cleaner, dust pan and soft broom with the trash are to be placed on one
 Shower cap side of the cart.
 Laundry bags 11. Clean the soiled linen canvass and put it on the other side of the cart. Garbage bag
 Sewing kit should also be placed on either side of the cart.
 Shoeshine
 Pen 2. VACUUM CLEANER
 Telephone pad
 Writing pad TYPES OF VACUUM CLEANERS:
 Worldwide directory
 Toilet paper 1. CENTRAL VACUUMING SYSTEM (CVS)
 Do Not Disturb signs  This is built in the fabric of the building like a plumbing or central eating system,
 Make Up Room signs which is usually in the basement where there is a large motor and collection canister
 Guest Comment Cards from which there are pipes leading to points all over the building to which different
 Glasses machines are connected. The dirt is carried along the pipes to the collection
 Compendium canister.
 Post cards
 Breakfast Door Knob Menu ADVANTAGES OF CVS:
 Menu card
 Envelope  It is quite in operation and a lighter appliance is used by the operator.
 Matches  The disposal of the dirt is made in one operation, instead of from individual
machines, resulting to reduced spread of bacteria.
STOCKING AND CLEANING THE RAC:  The apparatus used by the cleaner is simple and requires little maintenance.

1. Clean and dust shelves and containers before placing the guest room supplies in the 2. DRY TYPE
trolley.  Used to eliminate all loose soil dust particles from carpet surface, upholstered
2. Check all the wheels for threads that might have ont hem. Otherwise it will be hard furniture and even hard surfaces.
to pull the cart and this might cause to anybody.  The line should be rolled back neatly on the back of the vacuum cleaner and should
3. Check the rubber bumper if they are worn out. be placed on one end of the trolley or cart.
4. Check the screw or any sharp edge that could catch your clothing or can cause cuts.
5. Request for all the guestroom supplies that you need from your Supervisor. 3. WET VACUUM
 Their main use is where there are floods or spillages, but they are useful in floor soap left in the pads.
maintenance or even carpet cleaning, where they help to speed up drying process. 2. Dusting  For dusting wooden and  Make sure the cloths
Cloths painted parts. are clean otherwise
4. HYDRO-VACUUM OR WET AND DRY VACUUM the dusty cloth will
merely rub the dust
 An all purpose vacuum for dry and wet surfaces.
unto the surface being
 It is also used for absorbing water in flooded or wet surfaces. dusted.
3. Cleaning  Used for drying bathroom  Make sure the towels
5. BACKPACK VACUUMS Towel walls and floor tiles after are dry.
 These are most useful in older building, where ceilings, curtains and ledges are high. they are cleaned.
Backpack vacuums, when properly used are efficient way of keeping dust levels at 4. Polishing  For polishing metal  Use clothes that are
bay. Cloths surfaces like bathroom able to absorb water
fixtures. left behind during
cleaning process.
6. FLOOR POLISHER 5. Hand  For brushing away dusts  Always make sure that
 Used in scrubbing, stripping and polishing hard floor surfaces. Brushes from rough surfaces as the brush is not
rattan, et. immersed in the water
7. CARPET EXTRACTOR  Also used for cleaning for too long.
 Designed for dry foam shampooing of carpets. It removes dirt that sticks to or tiles.
penetrates into the carpet layers 6. Toilet bowl  For cleaning toilet bowls.  Toilet bowl brush
brushes should be kept after
use in the storeroom
8. CARPET SWEEPER either in a holder or in
 Used to pick-up and particles from the carpet. a plastic bag hanging
on one end of the
CLEANING TOOLS AND MATERIALS: trolley. Never leave
the brush with other
SUPPLIES PURPOSE PROPER USAGE cleaning equipment as
this may contain a lot
1. Scouring  Rough – side for scrubbing  Should not be used for
of dirt or bacteria.
Pads purposes only painted surfaces,
 Spongy Side – for cleaning mirrors and glass 7. Mop with  For manual floor mopping.  Clean water must be
painted surfaces, glass, panels. mop handle retained in one bucket
mirrors, marble and  Always make sure that while dirty water has
porcelain. pads are wet before to be squeezed in
using them. another bucket.
 Wash and rinse after  Use mop
each use, also rinse at wringer/squeezer if
the end of the day to available.
ensure that there is no 8. Mop  Used for easier  Wash and clean after
 squeezer wringing/squeezing mops. use.
9. Squeegees:  Used to remove excessive  Make sure that the
water from glass/window rubber strips are
- Glass/windo surfaces and corners and supple. Have it
w squeegee speeds up drying process. replaced the moment
 Used to remove excessive it turns hard and
- Floor water on the floor. brittle.
squeegee  Handle these tools
carefully as the
squeezer easily
breaks.
10. Ceiling  For removing cobwebs on  Clean the bristles of
brooms the ceiling. the broom after use
and at the end of each
shift.
11. Tongs  For picking up dirt/litter.  This is used to prevent
the hand from getting
into direct contact
with the dirt that may
be a source of
bacterial
contamination or
disease.
12. Soft broom  Used for sweeping.  Use soft broom for
and stick sweeping fine surface
broom like floors.
 Stick broom for rough
surfaces like grounds.
13. Sponges  For cleaning fine surfaces.  Wash and rinse after
use; rinse properly at
the end of the day to
make sure that there
is no soap left on the
pads.
14. Buckets  Used with mops for  Buckets must be
cleaning floors, walls and emptied when the
other parts of the water is dirty. At the
building. end of each shift, they
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.
dried and cleaned.
 Spray the area while
windows and doors
are cleaned. Leave it
closed for at least 15
minutes then open to
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
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

4. Air freshener  Used to remove foul odor
in guestroom, comfort
rooms or any area with
foul odor.
5. Carpet stain  For stain or spot removal
remover on carpets.
6. Disinfectant  Used to disinfect toilet
like Lysol bowls, urinals, sink and
together with other areas that are most
sprayer. vulnerable to bacterial
contamination.
7. Muriatic acid  To be used only for
(this chemical removing cement or
should be plastic remains from
used with floors. Dilution will
extra care) depend on the thickness
of cement or plastic
remains.
to avoid wastage.  This is too strong for minutes or longer.
 Use sparingly. toilet bowls as they may Remove the remains
cause damage to tiles. with scraper or hard
brush. Repeat until all
cement or plasters are
 See procedures for removed. Rinse
spot removal. thoroughly with water
 Dilution depends on since any acid that
the degree of remain on the surface
disinfection. The may cause damage.
average is one cup of  Never mix muriatic
Lysol to one gallon of acid with any other
water. chemical.
 Pure Lysol may be 8. Metal polish  For polishing brass,  Apply small amount
applied to urinals and copper and other metal on a clean towel and
toilet bowls since surfaces. rub surface until the
these areas already tarnish will disappear.
contain water. 9. Lacquer or  Used to remove lacquer  Apply with cleaning
 Use brush to clean paint thinner or paint from hard towel or scouring pad
and disinfect bowls surfaces. until leftovers are
and urinals then rinse removed. Dry and
afterwards. For other polish surface.
surfaces, apply with  Since the solution is
cloth or mop, wipe, highly concentrated,
rinse then dry. light spraying is
 Whenever using Lysol sufficient, to be able
in atomizer can, apply to economize.
the chemical directly 10. Wax stripper  Formulated to break up, 
to the surface, wipe loosen and strip off tough
with damp cloth or old waxes.
wet brush then rinse 11. Degreaser  Used to remove grease, 
dry. oil, dirt, carbon, ink,
 Hands should not get mildews, soils and
in direct contact with waxes.
acid, this can cause 12. Emulsion wax  A buffing wax was used 
skin irritation. If the for resilient floors like
remains are thick, vinyl, linoleum, and
leave the solution on rubber, tile and for
the area for a few concrete and marble
 floors  Periodically comb cut lint and threads from dust control mops and wash out in
13. Polymer seal  A non-buffing wax that is  lukewarm detergent solution. Alternate positions of the handle on the mop head to
highly recommended for assure even wear.
wooden floors. 11. For brooms: hang up brooms: do not store or rest on bristles.
14. Solvent wax  A kerosene based wax 
12. Roll electric cords neatly and ensure the plug attachments are tucked neatly to
used for wooden floors.
15. Paste wax  For polishing stone,  avoid damage.
wood and resilient floors. 13. When storing equipment, do not leave it leaning against walls, doors or any surfaces
16. Draincleaners  To expedite drain clogs  where it may be damaged.
14. Report minor faults and repairs; this will prevent major repairs at a later stage.
GENERAL RULES IN THE USE AND MAINTENANCE OF CLEANING EQUIPMENT: 15. Every item in the store room should have its own place. Always remember to return
the equipment from where you got it.
 The following measures will safeguard and extend the life of cleaning equipment:

1. Check electrical appliances and equipment before and after use. Check for defrayed
wires, loose plugs and connections. Never use any defective appliances or
equipment.
2. Handle equipment with care and make sure it does not bump on hard surfaces.
3. Clean, return and store equipment to their proper storage area immediately after
use.
4. Empty dust bags of dry vacuum cleaners whenever it’s full and every after use.
5. Always follow manufacturer’s operating instructions.
6. Unplug equipment or machine from the electrical outlet before cleaning them.
7. Wipe equipment and machine with a damp cloth to ensure they are thoroughly
cleaned.
8. Have a regular schedule of check-up of equipment by Maintenance personnel to
prevent serious breakdown.
9. To avoid electric shock or short circuit, do not expose equipment to rain or water;
store them indoors to protect them from getting wet. Electrical equipment should
never be used in wet surfaces.
10. For mops and mop wringer:
 Rinse out mops after using.
 Hang out mops to dry.
 Rinse out bucket and wringer.
Information Sheet No.4
USING CHEMICALS
As a standard procedure, all chemicals should be used and diluted in accordance with the
manufacturers recommendations.
The Housekeeping Supervisor must ensure that all chemical products are properly diluted
and stored in containers in a cool dry environment.
PEST CONTROL
The purpose of Pest Control is to exterminate all types of rodents, ants, insects (such as
mosquitoes, flies, cockroaches, ants, etc.) and prevent them from breeding.
The following procedures should be part of ever hotel’s pest control program:
 Remove all stagnant water from planters and flower pots.
 Change water regularly from the water vases.
 Flush and clean drainages areas daily.
 Dispose wet garbage in a proper receptacle with a tight lid.
 Spray insecticide in every room at least once a month.
  In places where rodents are commonly found, it is advisable to have rat baits in  Room occupied by three people, may have 1 double bed and a roll away bed or 2
corners along the baseboards. single bed plus a roll away bed.
 Areas such as locker rooms, back of the house areas, and garbage areas may require
continuous fumigation. 6. Quadruple
 Room occupied by 4 people, may have 2 beds or more.
LEAN SEASON – JULY TO AUGUST: the time to do pest control activity, when there are few
hotel guests. 7. Family Room
 Room with at least 1 double bed, with 1 or more single beds, designed to
accommodate 1 small family.

8. King Room
 Room with king-size bed, maybe occupied by 1 or 2 persons or 1 small family.

Information Sheet No.5 B. ACCORDING TO PRICE, LAYOUT AND FACILITIES:

1. Economy
CLASSIFICATION OF ROOMS  Room designed for an economical rate, usually short of standard facilities like air
con, TV, and other facilities.
A. ACCORDING TO NUMBER OF BEDS:
2. Standard
1. Single Room  Room sold at moderate rate, equipped with standard facilities and amenities like air
 A room with single bed, good for one person. con, toiletries, TV, nite tables, etc.

2. Twin Room 3. Deluxe

 Room two or twin or twin single beds, good for two persons.  A more luxurious and spacious room with amenities of superior quality, sold at
much higher price than the standard room.
3. Double Room
 Room occupied by two persons with one double bed. 4. Studio
 A room with a studio bed, a couch which can be converted into bed.
4. Double-double
 Room with two double beds or 2 queen beds, occupied by 2 or more persons. 5. Connecting Rooms
 It is sometimes called Twin Double.  Two or more rooms with entrance doors that can get through each bedroom
without going out of their rooms.
5. Triple Room
6. Suite
  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:

 A room with a bed and a sitting area (usually a small lounge), there maybe a small
separate bed, connected to the living room or parlor. After arriving to the assigned floor, the HK attendant should first obtain a copy of a Room
 It is also called a min-suite. Status Report. Unless instructed by the HK Supervisor, the order of priority for cleaning is:

2. Penthouse 1. Early make-up rooms (MUR)

 A suite usually located on the top floor of the property. 2. Check outs
3. Stay over
3. Executive Suite
 Suite designed for top executive, with facilities and amenities of superior quality. Before knocking on the door, observe carefully whether or not there is a “DO NOT
4. Hospitality Suite DISTURB” sign on the door, or if the door is double locked. If either is the case, avoid the
 Suite used for entertaining visitors, serving as function room or parlor. room until later in the day. Also, notify the HK Supervisor accordingly.
STEPS:
TYPES OF BEDS:
1. Knock three times on the door with your hand, not with the key.
1. Single Bed 2. Announce yourself by saying “GOOD MORNING. HOUSEKEEPING”. Pause a few
 A bed approximately 36”x75”. moments for the guest’s response. Repeat the procedure before entering.
3. If the guest answers, introduce yourself and request permission to clean the room,
2. Double Bed or ask for a more convenient time. Note the time.
 A bed that can accommodate a couple or two individuals. It is approximately 4. If there is no response after knocking twice, enter the room and pro the door with a
54”x75”. door stop.
5. Place your cart in front of the door at 45 degrees angle to avoid unauthorized entry
3. Queen Bed to the room while you are cleaning. Make sure not to block traffic.
 An extra long, extra wide bed about 60”x80” in size.
SET PRIORITIES:
4. King Bed 1. PEAK SEASON: Check out rooms
 An extra long, extra wide bed about 78”x80” in size.  Ready to sell the room to the next guest.

5. Roll-away Bed 2. LEAN SEASON: Rooms with Make-up request(MUR)

 A portable bed.  For guest satisfaction.
 To know the vacant rooms. 3. Place underneath first sheet on the bed (right side up).
4. Miter the upper left corner of the sheet.
3. Occupied Rooms without MUR 5. Miter the upper right corner of the sheet.
 SOP: to check/perform jobs being asked for. 6. Miter the lower left corner of the sheet.
7. Miter the lower right corner of the sheet.
4. Vacant Rooms 8. Put the second sheet on the bed (wrong side up).
 To maintain cleanliness; re-dust, re-flush the toilet bowl (to avoid stain) 9. Put the blanket on top of the second sheet (approximately 8” way from the head of
the bed).
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.
15. Place the bed spread over the 3rd sheet and tuck it in, and tuck the pillows under
Information Sheet No.2 bed spread.

STRIPPING THE BED WHEN TO MAKE THE BED

 Make Room (Morning Services): 7am-3pm/8am-4pm
1. Pull the bed away from the headboard.  Turn Down Service (Afternoon Service): 3-11pm/4-11pm
2. Remove pillows.  Graveyard Shift (Evening Service): 11pm-7am/12mn-8am
3. Remove bed cover/bed spread by folding it into 6x.
4. Lift the mattress; to loosen sheet and easily remove it. GUESTROOM BED
5. Pull the top sheet from the center; tie it in a knot, to easily count before bringing to
the laundry. MATERIALS:
6. Fold the blanket 6x. 1. Bed pad
7. Pull the 2nd sheet (from the center). 2. Bottom sheet (first sheet)- right side out
8. Pull the bottom sheet (from the center). 3. 2nd sheet – wrong side out
9. Check the bed pad if it is needed to be changed. 4. Blanket
10. Align the bed. 5. Top sheet (3rd sheet) – right side out
6. Bed Cover/ Bed Spread
TURN THE BED QUARTERLY; to maintain the bed top even. 7. Pillow Slip – to protect the pillow from stain
8. Pillow
MAKE UP BED
1. Pull the bed out.
2. Place the mattress pad properly on the bed.
 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).
PARTS OF A BED:  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.
HEAD SIDE  Test the television and radio to make sure they are turned off.
HEAD BOARD
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
MATTRESS
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
BED SKIRT for cans, bottles, etc.
 Empty all ashtrays, making sure there are no hot ashes that could result in a fire.
FOOT SIDE  Strip and remove all soiled linen, towels and trash from the bedroom and
BED BOX vanity/bathroom and dump them in the proper bags provided on the cart.
  Three hand towels (size 18”x32”) to be placed on the towel bar near wash basin.
CHECK OUTS:  Three wash cloths (size 12”x12”) are to be placed on top of the vanity next to the
Remove used soaps and shampoos. amenities.
 One bath mat (size 32”x34”).
STAY OVERS:
Re-use partial items, but re-stock the amenity basket to full complement. Save used B. Amenities:
soap in the tub dishes.  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,
1. Clean the bathroom: one sewing kit, and one shoehorn.
 Flush the toilet bowl.  Hotels with a high average rate should add to the above list of amenities the
 Pour toilet bowl cleaner. following:
 Leave the toilet bowl cleaner to soak, and then proceed cleaning.  Hair conditioner
 Wash out the bathroom walls, including bath tub if there is.  Hand cream and or moisturizing lotion
 Apply all-purpose cleaner-scrub cleaner unto surface starting from upper portion  Shoe polish
downwards.  Talcum powder
 Rinse the surface.  Sachet or potpourri
 Flush the toilet bowl again.  Cologne
 Clean the toilet bowl with the toilet bowl brush.  Resort hotels should add suntan/sunburn lotion to the bathroom amenities.
 Clean the toilet seat and cover. Check the sides and base, and also clean underneath  Hotels located in areas where flight arrives in the middle of the night may add a
the rim of the toilet. disposable razor, toothbrush, toothpaste, and a comb to the bathroom amenities.
 Wash and dry basin and vanity counter.  High average hotels should include a green plant in the bathroom.
 Wipe dry other surfaces including bath tub, and make sure there are no water  Bathroom amenities are to be in a attractive receptacle, such as a basket, ceramics
marks. or bowl or other local product. The receptacle is to be laced on the vanity counter.
 Shine mirror/glass with ammonia base cleaner. While cleaning, take note of  Amenities must be replaced as used.
defective fixtures and report it to the supervisor.
 Dust and polish toilet and facial tissue holders. Re-stock tissue if tissue is consumed. 4. Dust and clean the closets:
 Check that all bathroom fixtures are in proper working order.  Dust the closet shelves.
 Polish and shine all chrome fixtures. Do not leave water spots (usually a dry cloth  Clean the mirror doors.
will provide the best results).  Note the location and supply of laundry and valet bags.
 Mop/wipe the bathroom floor with sanitizing solution, the wipe-dry.  Note all hangers and replace if necessary (minimum of two skirt hangers).
 Check for an extra pillow of non-allergic material (if it is the Hotel’s Policy).
3. Replenish all the needed supplies in the guest bathroom and amenity basket:
A. Bathroom Towels: 5. Room Dusting:
 Three bath towels (size 30”x52”) to be placed either on the towel bar next to the  Dust the room completely, starting with the entrance door and frame.
bath tub.
  Work around the room, dusting all doors, door frames, pictures, window sills,  Clean the outside of the door and door frame.
frames and base boards.  Make a final visual check of the room and make sure a “Do Not Disturb” sign is
 Dust furniture and furnishings, including the bed head boards, lamp shades and hanging on the door knob.
bases, TV set, radio and other dust collecting fixtures.  Report the room ready for inspection.
 Polish any special finishes, i.e. glass, wood, Formica, and metal fixtures by using  Leave the room, making sure that the door is properly locked.
correct cleaning agents.
 While dusting the room, make mental note of all used guest supplies that need to
be replaced. Information Sheet No.9

NOTE: bed make-up can be done before step no. 7. EVENING TURN DOWN SERVICE

6. Replacing guestroom supplies: PREPARATION:

 The following item should be checked daily and refilled if necessary: Obtain night report list from the Supervisor, indicating numbers of room and
expected arrivals.
 Room folder, containing a Hotel’s worldwide Directory (if Collect appropriate turndown amenities may include such items as: Good Nite Note,
it’s the hotel’s policy), stationary supplies and mints, chocolate, flowers.
advertisements. Collect daily guest letters from the Supervisor.
 Service directory, room service menu, and current hotel Final proceed to rooms assigned for expected arrivals.
display cards.
 Check the telephone and wipe clean. See that there is a ENTERING THE ROOM:
note pad and a pen, and dialing instructions. Knock on the door three times with your hands and not with the key.
 Water jug and water glasses. Announce yourself by saying “Good Evening, Housekeeping Service”.
 Water all green plants. 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
7. Vacuuming the room: saying: “Good evening sir/madam (guests’ names are used if possible) May I service
 Vacuum the floor thoroughly. your room?”
 Work from the end of the room, vacuum under all furniture, making sure nothing is If the guest agrees, proceed with service.
left underneath.
 Vacuum close to baseboards, to the center of the room. TURNING-DOWN THE BED:
 Vacuum under the bed up to the door. Pull the spread gently back, exposing the pillows.
Fold spread in a three-way fold:
8. Review for final inspection:  Top toward bottom of the bed approximately ¾ of the way down;
 Close the day curtain/Venetian blinds.  Bottom toward the head of the bed, approximately ¾ of the bed way up.
 Make a final check in the room to ensure that everything is in order.  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.
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.

FRESHENING UP THE GUEST ROOM AND BATH IF AFTER KNOCKING ON THE DOOR, AND THERE IS NO RESPONSE, OPEN THE DOOR AND
Air out the guest room. ENTER. IF THE GUEST IS IN THE ROOM, BUT OTHERWISE OCCUPIED, COMMON SENSE MUST
Empty ashtrays. PREVAIL.
Empty waste baskets/bins.
If the guest has had bar service, remove glasses.  Leave the room quietly and close the door.
If the guest has had room service, remove trays.  Note the room number.
Check the bathroom for cleanliness.  Return later to offer turndown service.
Replace the towels.  If a DO NOT ENTER sign is on the door, or the door is interlocked or double
Check bathroom supplies and replenish exhausted items. locked, a printed note should be placed under the door by the
Empty the bathroom waste basket/bin. Housekeeping Attendant, indicating that an attempt was made to freshen
Draw the curtains. up the room.
Turn on the bedside music.
If an extra bed has been placed in the room, make sure to supply enough towels, EXAMPLE:
soap and glasses for the extra person.
Wish the guest “Have a pleasant evening, sir/madam.” HYATT SINGAPORE
CAPTURE THE HYATT SPIRIT
IF THE GUEST IS EXPECTED TO ARRIVE OR IT IS OCCUPIED AND THE GUEST IS NOT IN:
We hope you had a pleasant evening.
Switch on all the lights and air-conditioning to low. If you would like your room freshened
Check for fused bulbs. Or bed turned down
Fold the bedcovers neatly and place either on luggage rack in the closet. Please call our Housekeeping
Turn one corner of the blanket together with the second and third sheet, side closet Department at extension 5.
to the night table. Thank You,
Place a breakfast menu and goodnight amenities on the PILLOWS. The Housekeeping Staff
Turn on low volume classical music.
Clean out all dirty ashtrays, glasses and empty waste paper baskets/bins.
 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.
3. IF THE GUEST IS IN HIS ROOM AND THERE IS NO DND SIGN:
 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:

PROCEDURES FOR ROOM CHCECKS: 1. Prepare for the job

ENTERING THE ROOM  Be on time or much better ahead of time.
 Strictly comply with grooming standards.
1. ROOMS WITH DND SIGN:  Get your daily assignments, schedules and side duties from your supervisor.
 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 2. Prepare the required tools, equipment and supplies:
Housekeeping. I’m sorry to disturb you but I just want to know if you want your  Determine the tools, cleaning supplies, cleaning chemicals and forms
room to be made up?”. needed.
 Secure the needed supplies, tools and equipment from their storage area
If the guest is not ready: and account for them.
“Would you like us to do the make up later?”  Make requisitions when supplies fall short or par stock.
“At what time, sir/ma’am?”  Load and arrange supplies in the trolley.

Jot down the exact time of request. If it is beyond your work hours, endorse the 3. Set priorities:
request to the next shift.  Secure a room status report from your supervisor.
 Prioritize room cleaning as follows:
2. ROOMS WITHOUT DND SIGN AND NO GUEST INSIDE:
 Knock 2 to 3x and announce Housekeeping. 1st – check out rooms
 If no one answers, knock again 3x. 2nd – rooms with make-up request (MUR)
 Open the door gently and check the status of the room. 3rd – occupied rooms without request make up sign
 Record actual status.
 4th – vacant rooms that need follow up 7. Armchairs
 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
CHECKING GUEST ROOMS  Check underneath the beds to ensure they are litter and dust free. Ensure
that bed spreads are in place and wrinkle free. Pillows and bedding are to be
 Check the following items for cleanliness, to ensure that they are dust free, spotlessly clean.
by using your fingertip. Note and report the effective items needing repair.
9. Supplies
1. Door  Ensure that all guest room supplies and bathroom amenities have been
 Check doorknobs and door hinges to ensure no squeaking. Ensure peephole, replenished at established pars.
door locks and latches are in working order.
2. Closet 10. Sound system/table/bed side tables
 Check the closet door, the rack, metal rail and shelves to ensure these are  Check radio, clock, lighting and air conditioner controls for working order.
dust free. See that hangers and laundry bags are adequate according to Check light switches for finger marks.
established par stocks. 11. Telephone
 Check the phone to ensure it is in working order, clean and free from dust.
3. Writing table/dressing area
 Ensure tables are not shaky. Drawer handles are in good order and 12. Pictures
stationary materials are adequate. Mirror should be shining clean.  Check picture frame to ensure dust free and straightened.

13. Ceiling
4. Television  Check for cracks, small “bubbles” or cobwebs. Note ceiling lights and
 Check TV to ensure that it is in good working order. Make sure the TV fixtures to ensure they are in good order.
screen is spotlessly clean.
14. Walls/wallpaper
5. Windows  Inspect wall along with furniture. Check the wall for finger marks, stains,
 Check to see they are cleaned and locks are in working order. cracks, etc.

6. Lamps/Fixtures 15. Carpet

 Check the light bulbs in all table lamps, bedside lamps, hanging, ceiling  Ensure carpets are vacuumed thoroughly and stain free. Report if the carpet
fixtures, closet lights and bathroom lights. requires any spot cleaning or shampooing.
16. Curtains
  Check the curtain track and pulley for working order. Ensure curtains hand
properly and are clean. 1. Speech
 As a hospitality service industry worker, it is important to speak in a clear, pleasant
17. Bathroom tone to guests as well as fellow employees.
 Check the bathroom to ensure the following are clean and in working order:
2. Tone
Lighting and fittings  Quality of the voice
Chrome fixtures  Tone of your voice will change according to your mood; so be aware of it to avoid
Bathtub giving a bad impression to the guests.
Wash basins
Vanity counter 3. Pitch
Toilet bowl and cistern  Voice of individuals vary, it may be higher or lower. Be conscious of your voice and
Floors tone it down if needed.
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.

LO 4: PROVIDING ASSISTANCE TO GUESTS 5. Volume

Information Sheet No.1
GREETING THE GUESTS
 Employees must always conduct themselves in a professional manner, as the
opportunity to meet the guests often occurs.
 When passing or meeting a guest along corridor, make sure no inconvenience is
caused to the guests; step to one side while the guest passes, make eye contact if
appropriate and use their name (if known) in greeting them.
 Try to use guests’ names as often as possible when talking to them, but never
address them with their first names.
 If the guest’s name is unknown, always address the guest as sir or madam.
WHEN SPEAKING, REMEMBER THE FOLLOWING:
 Speak to the guest audibly and not too loud or not too soft.
Information Sheet No.2
HOUSEKEEPING TELEPHONE
Answering the Housekeeping Telephone:
 Part of the duties of housekeeping professional may involve answering the HKD’s
telephone.
 In answering the phone, remember to put a ‘smile’ into your voice; the tone of your
voice will carry your mood to the person calling.
SEQUENCE TO BE FOLLOWED WHEN ANSWERING THE TELEPHONE:
 1. Commence the conversation by the time of the day, for example: Good
Morning/Good Afternoon/Good Evening”. TYPES OF GUEST COMPLAINTS:
2. Followed by: “Housekeeping Department”.
3. Then identify yourself (your name). Example: “Lynn speaking”. 1. Mechanical
4. Then ask what they require; “How may I help you?”.  It pertains to complaints regarding destroyed furnishings, equipment, no hot water,
etc.
Answering Guests’ call:
2. Attitudinal
 When the guest has identified him/herself, use guest’s name in the entire  It concerns the attitudes of employees
conversation, and do not allow yourself to be distracted. Example: tactless staff
 Always write down what the guest is requesting, and how and who will be handling
the request. 3. Service
 Refers to services by the hotel.
Answering Interdepartmental call:
4. Unusual
 Follow the sequence in answering a call.  Looking for something that is beyond the capability of the hotel to provide.
 When there is a need to put callers on hold, ask if they mind waiting before placing
them on hold. PROCEDURES IN HANDLING COMPLAINTS:
 When the call needs to be transferred to someone else, tell the caller whom they
are being transferred. 5. Greet the guest and express assistance.
6. Secure guest’s name and room number.
 REMEMBER: 7. Determine the nature of the complaint.
NEVER SIMPLY PLACE YOUR HAND OVER THE MOUTHPIECE OF THE TELEPHONE: THE 8. Act on the complaint either by:
CALLER CAN STILL OFTEN HEAR WHAT IS BEING SAID.  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.

DEALING WITH COMPLAINTS:

Information Sheet No.3
1. Never ignore a complaint. It is better for a guest to complain than for him to go
HANDLING GUESTS COMPLAINTS: away dissatisfied.
COMPLAINT: 2. Complaining highlight areas which are below standard. They can be studied and
 A spoken or written dissatisfaction that disturbs the worker enough to cause a improvement can be made.
negative reaction to be brought to the attention of the supervisor of the 3. Most guests are friendly, pleasant, understanding and thoughtful. If they have a
management. complaint, it will be justified.
 4. Some guests are “difficult”. They should be treated in the same way as everyone
else, but it may need more patience. 1. BY LISTENING
5. “Difficult” guests may be demanding, bad tempered and rude. Some people think  To bring the change, the complaint must be received and understood. Complaints
the only way to get good service is to belittle us. are communicated only if the complainant speaks and the listener listens.
6. If such guests are only like this with the staff, it is a challenge to try and win them  Complaint handlers should never allow anything to distract them from hearing the
over. But their behavior affects the staff in many ways; what affects the staff affects complaint.
other guests in the establishment.  Listening requires good eye contact and subtle supportive body movements.
 Although “difficult” guests are not the most important guests, they might need  Attentive listening is particularly important in the resolution of accidents.
special handling.
7. NEVER: 2. IN PROPER VENUE
 Lose your temper  Complainers who grow hostile or very upset, loud or abusive must be removed from
 Get frustrated the lobby; shifting a new venue should be done as quickly as possible.
 Let the guest see your upset  Walking to the new location offers a cooling period and it provides an opportunity
 Argue to shift the topic and to speak in more conversational tones.
 Swear  The louder the guest growls, the softer should be the response.
 Mutter under your breath
 Shout at the guest 3. BY MAKING A RECORD
 Pass the buck  Asking permission to record the complaint by taking notes indicates how seriously
8. ALWAYS: management views the matter.
 Look pleasant – a smile is wrong if the guest is complaining.  Front Offices maintain permanent journals of the days activities including
 Remain calm complaints.
 Keep your voice down
 Be tactful but firm 4. WITH SETTLEMENT
 Explain the situation sensibly and logically  Once registered, complaint must be settled; resolved somehow and closed.
 Offer ways in which the guest can be satisfied; remember to follow up and promise  Apologies are free. We can give as many as needed, and only an apology is needed.
you make it  There are different ways of apologizing but none are effective unless they
 Resort to calling the manager only when necessary. ring true.
9. By far the worst “difficult” guest are those cause fellow guests to complain such as:  Complaints that are settled with apologies are the least expensive kind and
 By playing loud radios often prove to be the most satisfying for both sides.
 By loud and rough acts in the swimming pool 5. BY ASKING THE GUEST
 By not controlling their children.  If the interview appears to be moving favorably, the guest can be brought into the
decision loop.
IF YOU HAVE TO APPROACH THEM, DO SO WITH TACT AND POLITENESS.
HOW TO LISTEN AND TALK TO COSTUMERS
RESPONDING TO COMPLAINTS:
 Try to understand the words you hear the way they are intended to be understood.  Disposition of the item
 Recognize the variety of tasks that certain words must perform. Find out what the 4. After the item has been logged, it is then bagged and stored in the Lost and
customer really means. Found closet.
 Understand what is being said from the customer’s point of view. 5. Items in the closet should be arranged chronologically by month, and by the
 Make it a habit to restore accurately in your mind or repeat, if necessary in your article no. found in the logbook.
own words, the idea and feelings of the guest speaking. 6. All the items must be held for a certain period (depending on the policy of the
 Be specific, spell out what you mean in concrete terms. hotel; and if not claimed within the period, it will be given to the finder or in
 Consider/observe how the guest says things, his facial expressions, the use of his some instances, be donated to any charitable institution).
hands, voice, etc. 7. Upon receipt of lost and found item with a guest’s address, letter should be sent
 Encourage the guest to talk, stop talking but occasionally to maintain rapport and requesting the guest to contact the hotel for proper identification and efficient
channels open. return of the item.
8. When the item is claimed, the disposition should be listed in the logbook.
LO 5 – LOST AND FOUND ARTICLES 9. Inquiries regarding lost items should be recorded in the Lost and Found Inquiry
log if pre-entries should include the following:
Information Sheet No. 1  Date
 All items found anywhere in the hotel property are to be turned in  Name of guest
immediately to the Lost and Found Department, which is administered by  Home address
the Housekeeping Department.  Description of the item
 Date lost/found and
1. Lost and found articles should be turned over to any of the following:  Probable location when lost
 To the assistant housekeeping manager, the Office Coordinator or the 10. All inquiries about procedures are to be handled by the Assistant Housekeeping
Secretary by the employee who found it. Manager, Office Coordinator or the secretary.
2. Valuable articles such as wallets, jewelry, money and credit cards should be 11. All lost and found procedures are to be handled by the Assistant Housekeeping
turned over to the Assistant Manager or the Secretary, where they will be Manager, Office Coordinator or the Secretary.
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 MODULE 3
details: CLEAN PREMISES/PUBLIC AREAS
 Article no.
 Room no. or place where it is found Information Sheet No. 1
 Description of the article CLEANING TECHNIQUES
 Guest’s name or address if known (details are obtainable in the front office)
 Name of the finder
 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
only after the first coat is thoroughly dry.
8. To avoid contaminating the remaining contents, never return left-over finish to the
product container.
HI-DUSTING CEILINGS
With no longer brush/cobweb duster, brush along the corners of the ceiling where
cobwebs accumulate most. Work down the sides, where corners of walls join each
other.
Dust pipes and vents.
NOTE: Avoid touching fire detectors/sprinklers, for they might activate.
HI-DUSTING CEILINGS WITH A VACUUM CLEANER
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
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
smudge or water marks left behind.
GLASS CLEANING WITH A LAMB’S WOOL APPLICATOR AND SQUEEGEE
1. Collect bucket half-filled with water, cleaning cloth, sponge, lamb’s wool and
squeegee.
2. Submerge lamb’s wool completely into bucket of water.
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
towards right, all the way down to the bottom of the glass surface.
5. Take squeegee and place at the topmost left hand corner and press lightly on the
surface, working to the right. Stop 8 inches away from the end.
6. Wipe excessive water of squeegee onto a sponge after each action.
7. When horizontal action is completed, place squeegee at the top right hand corner of
the surface.
8. Pull lightly on the squeegee from top to bottom to complete the glass surface.
9. Sponge off excess water at the base of the surface.
NOTE:
If the glass panel is narrow just about the width of the squeegee, make the nose top
to bottom action instead of left to right.
POLISHING METAL SURFACES
1. Pour required metal polish on a cleaning rag.
2. Apply polish to the metal surface hard with the cleaning rag.
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.
CLEARING LITTER FROM PUBLIC AREAS
(ashtrays, planters, etc. ..)
Pick cigarette butts and litters such as dried leaves from ashtrays and planters using
a 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.
Polish metal surfaces, if any.
Daily wash and change marble ships and sift out stand (where applicable).
Make spot checks regularly.
The main advantage is that the hotel will not have to allocate space on the premises
to house the laundry department.
The disadvantages are the establishment has less control over standards and there
may be delivery problems. Another disadvantage is that contracted out laundries
can be expensive.

CLEANING PUBLIC TOILETS 2. Hired linen

Because of the higher capital cost of equipping an establishment with a stock of
Wash and dry basin and vanity counter. linen, hiring linens is becoming popular.
Shine mirror with ammonia base cleaner as well as glass/mirror. While cleaning, Extra linen can be hired for a short period and less space for storage is required.
note of defective fixtures as report to the supervisor. The disadvantages are, there is a limited choice and linen hire contractors
Dust and polish the toilet and facial tissue holders. Re-stock the holders when tissue frequently have their linen marked with their name which obviously does not
is gone. release to the identity of the establishment. Standards may not be maintained in
Wash toilet bowl with toilet brush and bowl cleaner. Check the sides and base, and the quality of laundering and repair, and there are no partly worn items for
also clean underneath the rim of the toilet. Dry all surfaces to avoid spotting. remarking or for rags.
Clean and dry the toilet seat/lid and tank.
Wash the bathroom walls and tiles with all purpose cleaning solution. Dry with a DISPOSABLES:
clean cloth to avoid spotting. Rising labor costs and technical advantages have resulted in greater use of
Check that all toilet fixtures. Do not leave water spots (using a dry cloth will provide disposables. Some disposables replacing traditional line items are:
best results).
Mop the toilet floor with sanitizing solution. 1. Table napkins
2. Table cloths
3. Uniforms – chef’s aprons, protective caps, kerchiefs, etc.
4. Kitchen cloths
MODULE 3 5. Drying cloths
LO 1: PROCESS LAUNDRY 6. Hand towels
7. Lavatory cloths
Information Sheet No.1 8. Bath mats
9. Place mats
LAUNDRY PROCEDURES 10. Coasters
11. Conference table cloths
TYPES OF LAUNDRY: 12. Dish cloths
1. Contracted out
Type of laundry wherein the laundry is owned by the establishment but sends out to ADVANTAGES:
a private laundry company to be processed.
 1. Labor saving – eliminates sorting, repairing, laundering.
2. The cost can be less than using traditional linen; the cost of disposable item may be
less as the cost of laundering its linen counterpart.
3. More hygienic since they can only be used by one person.
4. The storage of soiled linen awaiting collection is eliminated.
5. Conference and private parties can choose their own colors.
6. Pilfering and spoilage of linen is eliminated. ( disposable items are cheaper to lose).
7. Uniform headwear is light and cool to wear.
DISADNATAGES:
ORGANIZING LAUNDRY BEFORE PROCESSING:
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.
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.
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
hand washing, dry cleaning, machine washing, etc.
THERE ARE NO CLOTHING MATERIALS THAT NEED TO BE SEPARATED BECAUSE OF
EXCESSIVE LINT.
c. According to size or thickness.
d. According to the degree of dirt – clothes that has excessive dirt has to be pre-
processed or separated.
REMINDERS:
WHITES:
These are to be washed separately and it is usually the first to be washed so as to retain its
white color. These garments also need warmer water temperature to ensure proper
cleaning.
REDS OR BRIGHT COLORS:
Colorfast pinks, 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.
 Information Sheet No. 1 5. LIGHT DUTY DETERGENTS:
These are suitable for hand washing lightly soiled clothes for delicate fabrics and
WASHING POWDERS wool. They are easy to rinse and leaves clothes feeling soft.
Highly recommended for baby clothes.
1. SYNTHETIC DETERGENTS:
a. These are good for all general washing, by hand or by washing machine (except 6. COOL WATER DETERGENTS:
front-loading automatics). They wash well at low temperatures and so save money on the amount of electricity
b. They produce good lather even in hard water and are in rinse away. need to heat the water.
c. Example: Surf
FORMS OF DETERGENTS:
2. SOAP POWDERS: TABLET
a. Based on soap. POWDER
b. They are made from natural animal or vegetable fats. LIQUID
c. They are good for all general washing by hand or machine, though in hard water GEL
areas, they lather well and may produce a scum.
d. Example: Persil Fairy Snow FORMS OF WATER:
HARD WATER
3. BIOLOGICAL (Enzyme) DETERGENTS: SOFT WATER
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. Information Sheet No. 3
b. They work best in water which is hand-hot but not above 60 degrees centigrade. TREATING STAINS
Some fabrics like wool, silk and leather should never be soaked. Garments with STAIN REMOVAL:
metal fasteners may be suitable for soaking.
Flame-resistant finishes should never be soaked but washed in hand-hot water. It is essential that stains are removed quickly as possible to prevent them from
Clothes which are not color-fast should not be soaked. To test for color fastness settling into the fabrics.
wash an inconspicuous part of the garment in a washing powder solution and iron it Stains should always be removed before the washing stage.
while damp between 2 pieces of white fabric. If any color comes out or if you are in Many everyday stains can be removed by treatment with ordinary washing
doubt wash the garment quickly and separately in warm water. powders. The treatment depends on:
Example: Ariel a. Type of stain.
b. Material which is stained
4. LOW LATHER DETERGENTS:
Specially made to be used in front loading washing machines, they produce only a 1. The first rule with stain is to act as quickly as before the stain has time to set.
small amount of foam as too much will prevent the machine in working efficiently. Provide the article is washable, you should:
Put it into cold water (hot water will set the stain).
 Soak the article (unless unsuitable). Launder in hottest water safe for fabric.
Wash as usual. Difficult stains may require chlorine or all-fabric bleach.
BALL POINT INK
2. Removing stains by soaking Sponge stain with rubbing alcohol.
Most washing powders contain sodium perforate which remove stains such as tea, Rub a small amount of detergent into stain.
coffee or fruit juice, this acts both during soaking in hand-hot water during washing Launder as usual using chlorine bleach if care label allows; otherwise, use all-fabric
at high temperature, if the fabric is suitable. bleach.
An enzyme (biological) detergent will remove protein stains like blood, egg, milk or
gravy very effectively during a long soak in warm water. BLOOD
After soaking, rinse well then wash the normal way. Rinse fresh stains under cold running water, rubbing with a bar of soap.
Rinse and launder.
3. Hypo-chloride bleaching For dried stain, soak in a gallon of warm water with 2 tbsp. of enzyme detergent.
Can be used to bleach stains out of white cotton or linen. Never use it undiluted and
follow the instructions very carefully before washing. CHEWING GUM
Harden gum with an ice cube, and then gently scrape with a dull knife or credit card
4. Crease-solvent washing powders to remove as much gum as possible.
Will remove greasy marks during soaking and washing. Place face down on paper towels and sponge with dry cleaning solvent.
Rinse well and launder.
5. Solvents
Used in stubborn greasy or oily stains or non-washable article. CHOCOLATE
Place a clean white cloth below the stain. Soak another cloth in the solvent and dab Pre-treat stains with a paste made from powdered enzyme detergent and water, or
at the stain, working from the outside in towards the center. Rinse well then wash use a liquid enzyme detergent.
as usual.
Air well, if not washable to remove fumes and only use solvents in a well ventilated CRAYON
room. Place stained surface down on a pad of paper towels, spray with WD-40 and let
stand for a few minutes.
STAIN REMOVAL GUIDE Turn fabric and spray the other side.
Let stand.
BABY FOOD Apply liquid hand dish and work into stain until removed.
Rinse in cool water. Use a paper towel to absorb stain.
Pre-treat stains with a paste made of powdered enzyme detergent and water, or Hand wash the item in the detergent making sure the WD-40 odor is removed.
use liquid water safe for fabric.
FRUIT JUICE
BABY FORMULA Soak in cool water.
Soak in a gallon of water with 2 tbsp. of enzyme detergent for 30 minutes. Rub detergent into stain.
 Launder with chlorine bleach.
If care label allows: otherwise, use all-fabric bleach.
GRASS
Apply liquid enzyme detergents directly onto stain or make a paste of powdered
enzyme detergent and water into damped stain.
Let stand for 5 minutes.
Launder as usual using chlorine or all-fabric bleach.
GREASE
Pre-treat with a stain remover especially formulated to remove greasy stains.
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.

GROUND IN DIRT LAUNDRY TIPS

Brush off as much as loose dirt as possible.
Rinse stain, placing fabric face down under cool running water.  Always check care labels for special washing instructions.
Rub liquid detergent into stain, or use a paste made of powdered detergent and  Treat stains as soon as possible – fresh stains are much easier to remove
water.  Air dry stain-treated clothes. Dryer heat can permanently set some stains.
Launder as usual using appropriate bleach.  Be persistent. Repeat procedure if stain remains.
 Always test stain removal method on a hidden area of garment, especially
MOMMY’S MAKE-UP fluorescent, neon and khaki colors which are less colorfast.
Pre-treat with a stain remover, gently rubbing into stain.  Detergents containing enzymes help dissolve protein stains such as baby formula,
Launder as usual using hottest water safe to fabric. blood, egg or grass.
Use appropriate bleach.  Liquid chlorine bleach helps brighten and remove stains on may whites and colorfast
If grease stain remains, soak in water with pre-treat product. washables. Never use on wool, silk or leather.
Rinse and re-launder.  Non-chlorine bleach is gentler and safe to use on almost all colored washables.
If grease stain remains, soak in warm detergent or a paste made of enzyme.  Remember cloth diapers must be laundered separately.
 Finally, laundry is a grown-ups job. Keep laundry products out of reach of children!
TOMATO SAUCE
Rinse stain in cool water. SAFETY REMINDERS IN USING BLEACH:
Rub stain with liquid enzyme detergent or a paste made of enzyme detergent and
water. PERSONAL SAFETY:
Allow to stand 30 minutes.  Never use bleach on your bare skin, eyes, etc.
Launder using hottest water safe for fabric.  Never put bleach on food or beverage with any other chemicals.
Use appropriate bleach.
FABRIC SAFETY:  Change water for the next sorted items.
 Never use chlorine on animal fibers.  Towels – face towels, hand towels, bath towels, and lastly, the bath mat for
 Use chlorine maximum 60 degrees C. on cellulose. drying the feet.
 Do not use oxygen bleaches in brass machines.  Robes
 Blankets
Information Sheet No. 4  Change water for the next sorted items.
 Linen from the Food & Beverage – table napkins, table cloths, place mats.
WASHING  Curtains
 Change water for the next sorted items.
 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 3. WASH LINENS FROM OTER DEPARTMENTS
obtained by using the minimum amount of bleach and chemicals and giving the  Change water for the next sorted items.
maximum amount of the washing action and time.
 Temperature washing times and processing chemicals vary according to the type of 4. WASH EMPLOYEES UNIFOFRMS
fabric being laundered.  Including those from other departments especially the chef’s uniforms.
 Whatever the type of machine used for maximum efficiency, it must be loaded and
operated according to the manufacturer’s instructions. 5. WASH RUGS
 Use water from previous washing.
1. WASHING GUEST’S LAUNDRY:  When washing and rinsing are done, clean the machine drums and remove
 Clothes are normally washed in a domestic washing machine to prevent damage, lint from the screen.
especially for delicate fabrics.
 Sort guest’s clothes according to color; wash white ones SMALL ESTABLISHMENTS:
first, then separate according to fabric, to determine which  Dirty linens are washed in machines similar in size and capacity to those used in
one needs to be hand washed, dry cleaned and machine launderettes.
washed.
 Wash the colored fabrics. Separate the colorfast from non- BIG ESTABLISHMENTS:
colorfast fabrics (bleeding colors).  Industrial equipment is used in washing.
 Change water for the next sorted items.
 INDUSTRIAL WASHING MACHINES:
2. WASHING LINENS  These are front loaded and the drum is split into three compartments in order that
 Housekeeping linens: separate each kind; the weight of the linen may be equally distributed so as not to unbalance the
 Pillow cases machine. The modular system of loading is the simplest; each item of linen has a
 Sheets known weight, so they are counted out into plies to appropriate total weight.
 Linen canvass
Example:
If it is known that the weight of a sheet is 500 grams and the capacity is 25 kgs. The
50 sheets are counted out for each compartment.

 Alternatively, bundles of linen can be weighed before putting them into the
compartments, if the operator by volume and loads the compartments to capacity,
it may result to inadequate wash.
 FRONT LOAD
FIVE MAIN STAGES IN WASHING:

1. Pre-wash – in cold water, which loosens any soiling and stains.

2. Chemical wash – where any biological action detergent begins to work in
temperatures between 0 degrees and 60 deg. C. digesting stains and breaking up
bacteria.
3. Sterilization Stage – where oxygen bleach does its job. Laundry is boiled at 82 deg. C
but can be taken up to 100 deg.C for a period of eight minutes which kills any
bacteria.
4. Rinsing – done using hot and cold water which is usually recovered and recycled
during the last rinse, in order to save water. WASHING ACTIONS:
5. Extraction – removes at least 50 % of the water used in the rinsing process. Hydro-
extraction must be kept to a minimum to prevent pronounced greases setting into  REVOLVING DRUM
the fabric.

LAUNDRY EQUIPMENTS

1. WASHER
THERE ARE 2 TYPES OF WASHERS:  AGITATOR

 TOP LOAD
 4. SPOTTING TABLE
5. FLATWORK IRONER
6. STEAM PRESSER
7. LAUNDRY CART
8. IRONING TABLE AND IRON

 PULSITOR
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:

2. DRYERS A. Select load size – based on items.

B. Add washing machine detergent following the recommended quantity for specific
Drying with dryers load size.
C. Adjust machine to the appropriate water temperature.
 Check the condition of the machine before using; clean the lint screen.  Hot – 60 deg. C; heavily soiled
 Put the machine just enough quantity of linen. Overloading cause uneven drying,  Warm – 37 deg. C; lightly soiled
wrinkling, and may damage the machine.  Cold – 18 deg. C; permanent press items
 Select the right drying cycle – towels and linens that do not require pressing. D. Place soiled linens based on classification.
a. Automatic dry cycle – towels and linens that do not require pressing. E. Select the right wash cycle and time;
b. Damp dry – linens that require pressing.  Super wash cycle – heavily soiled
c. Fluff air cycle – especially for bed pads, comforter and blankets to prevent  Regular wash cycle – lightly soiled
shrinkage.  Gentle wash cycle – delicate
 Strictly follow manual instructions. F. Follow manual instruction.
 Clean the machine after using. G. Clean the machine after using.

3. HYDRO EXTRACTOR
FABRIC CONDITIONING -

A. Soften clothes for easy ironing.

B. Add fragrance.
C. To prevent static clinging.
Fabrics contain the following:
- Instructions in washing, drying, ironing
- Fiber contents
- Country of origin
 MODULE 4
PROVIDE BUTLER SERVICE
BUTLER:
 Defined in the dictionary as man-servant of chief man-servant.
 He is also the head of food service, the care of silverware and the department of
other servants.
 A servant in a large household. In the great houses in the past, the household was
divided into departments with the butler in charge of the dining room, wine cellars
and pantries, some also in charge of the whole parlor floor, and housekeepers
caring for the entire house and its appearance. Housekeepers are occasionally
portrayed in literature as being the most senior staff member and even making
recommendation for the hiring of a butler.
 Someone who provides services who some other people, with the aim of satisfying
their needs for their own benefit.
 Anticipates guest’s needs.
HISTORY
In English history, the Butler is an officer of the household who originally is in-charge of the
wine and wine service for the King’s table, and in exchange for his service, enjoyed a
position of high rank in the government.
The office first became prominent at the time of the Norman Conquest, when the butler was
a leading member of the CURIA REGIS, or COURT OF THE KING. At first, he served the King’s
wine at royal feasts, but the duty was soon restricted to coronations.
THE 11TH AND EARLY 12TH CENTURY:
The office was bestowed to on the Dukes of Norfolk, and thereafter, the belet family held it
until its privileges were challenged in the 13 th century.
13TH CENTURY:
The mayors of London challenged and usurped the office of the butler, and at that time, the
office was nominally connected with service of wine.
ROLE OF A BUTLER:
 The role of a butler for centuries has been that of the chief steward of a household,
and the attendant entrusted with the care and services of wine and alcoholic
beverages.
BUTLER SERVICE:
 Providing the distinctive needs of personal service, including wide range of services
all focusing on quality of life.
 Thoroughly trained butlers will attend to the needs of the guests and fulfill all
wishes before they are expresses.
ACTIVITIES THE BUTLER MAY PERFORM:
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
roaring for the duration of their stay.
2. Helping the guest organize their stay, going through the agenda that is set with the
butler including booking of restaurants, organizing cocktail parties, discussing the
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 required is elegantly and efficiently catered for.
4. Making sure that guest’s stay is as luxurious as possible; soft towels or linens, fresh
flowers daily. Pillows fluffed and other requests are met.
5. Prepare breakfast every morning, if permitted, with fresh percolating coffee, fresh
pure squeezed juice with hot croissant. All provided with a daily paper.
6. Helps the guests source local gifts, mail documents retrieve facsimiles, pick up
laundry, and much more.
7. Make the guests stay truly enjoyable, and make everything seem effortless; set a full
bar, light the candles and soften the mood with the guests’ favorite music.
SERVICES:
 1. 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 guest’s
acquaintance.
2. Must have a series of strategies that serve as tools to get to know the guests needs
and as a means to generate service needs.
3. Daily personalized assistance, detailed observation, the capacity to analyze the
guest’s behavior are, among others, the tools that the butler resorts to on daily
basis to determine that the possible needs of the guests are, to generate such
needs, and to transform them into services provided with the requester level of
quality, showing the butler/s capacity to satisfy the guests needs and exceeding the
guests expectation with them.
Example:
 Arriving guest likes classical music – the butler suggests a concert of the Phil-
harmonic Orchestra and offers to iron the clothes that the guest is going to wear in
the performance.
 The modern hotel butler does not wait for the guest to make a request but
generates the guest’s request through SUGGESTIONS, COMMENTS and a high
capacity for IMPLEMENTATION.
 The hotel butler is in-charged of preparing a profile so that in depth knowledge of
the guest can be ACHIEVED.
ENTERTAINMENT SERVICES:
 Planning/Managing special events and parties
 Invitations and RSVP handling
 Reservations for restaurants, theater, etc.
FAMILY AND HOME SERVICES:
 Managing construction projects or home improvements
 Car maintenance
 Property management
 Child care
 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.  1- Laundry and ironing.
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.  possible for him to know the guest in greater depth, thus being able to anticipate the guest’s
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: 
 
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
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
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
roaring for the duration of their stay.
2. Helping the guests organize their stay, going through agenda that is set with the
butler, including booking of restaurants, organizing cocktail parties, discussing the
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 required is elegantly and efficiently catered for.
4. Making sure that the guest’s stay is luxurious as possible, soft towels or soft linens,
fresh flowers everyday. Pillows fluffed and other requests are met.
5. Prepare breakfast every morning, if permitted, with fresh percolating coffee, fresh
pure squeezed juice, with hot croissant. All provided with a daily paper.
6. Helps the guest source local gifts, mail documents retrieve facsimiles, pick up
laundry, and much more.
7. Make the guest’s stay truly enjoyable, and make everything seem effortless; set a
full bar, light the candles and soften the mood with the guest’s favorite music.
PERSONAL ASSISTANT SERVICES AND BUTLER SERVICES
Personal Assistant (PA)
 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
may include the following:
 Maintaining social agenda
 Running business and personal errands
 Maintaining social and philanthropic activities
 Laundry management
 Chauffeuring
 1. Represents the hotel to the guest, and should help build good relationship between
Administrative Services the hotel and the guest.
 Handling social and correspondence and bill 2. Is well-groomed, and is equipped with knowledge of other languages aside from
 Serving as office assistant, handling correspondence, creating English.
inventories, organizing the office and handling media inquiries 3. Multi and highly skilled, when it comes to tasks performed.
 Computer operations 4. Handles luggage and other guest’s properties with care.
 Financial issues handling (insurance, investments, credit cards) 5. Can handle the guest’s activities with confidentiality.
6. Can perform other tasks that may be requested by the guest.
7. Should be able to establish warm atmosphere during the first meeting with the
Travel Services guest.
 Making travel arrangements
 Assistance during traveling
 Packing/Unpacking suitcases BUTLER
 Personalized assistant of the guest
Entertainment Services Assist and coordinate the arrival and departure of the guest.
 Planning/ managing special events and parties Greet and escort the guest to his/her room.
 Invitations and RSVP handling Handle guest luggage and other properties.
 Reservations for restaurants, theatre, etc. Ensure cleanliness of suite for guest.
Manage guest’ special request delivery/guest order.
Family and Home Services Provide exceptional and memorable service to guest throughout their stay.
 Managing construction projects or home improvements Provide valet service:
 Car maintenance  Washing of the clothes
 Vendor maintenance  Pressing of the clothes
 Laundry management  Shoe shine
 Child care  Prepare the clothes to wear
 Pet care In-charge on the food and beverages for the guests:
 Elderly care  Serving wine
 Shopping  Prepare food
 Chauffeuring  Cook in front of the guest/per request
 Shoe care
 He can perform different departments in the hotel
 Housekeeping (Houseman, RA, PA)
ATTRIBUTES OF A GOOD BUTLER  Kitchen (Cooking, Baking)
 Bartending
  Food and Beverage Used to carry all the chemicals, materials, amenities and supplies needed in making
 Front Officer up the room and to make cleaning easier and faster.
Duffle bags/soiled linen bag – used to carry out all soiled linen and towels
 Skills and specification Garbage Bag – used to carry all unnecessary items.
 Good communication skills On the top layer – are amenities used in comfort rooms (morning kit, shaving kit,
 Driving skills soap, shampoo, conditioner, lotion, etc.) , amenities in the closet, paper amenities.
 Well-groomed On the second layer – are linens, towels, etc.
 Facilities oriented On the bottom layer – are the chemicals, rags (wet & dry), materials used in cleaning
 Team player the room and comfort room.
 Ability to work under pressure for long unscheduled hours 45° position – easy access, passing through (coming in, coming out). To avoid the
 Knows how to keep confidentiality unauthorized person to go enter the room.
 Have a wide knowledge in hotel management Full in all materials and chemicals, supplies and amenities to avoid going back and
 Multi and highly skilled person forth to the pantry area/stock room.
 Loyal, hardworking, honest and polite It should be arranged correctly.
Hygiene and sanitation.
 He is the hand of food and beverage services Not messy (kalat, magandangtignan at maayos)
 The care of silverware Chemicals are labeled properly.
Caddy – where to put all the chemicals in cleaning the comfort room

NATURE OF WORK
 Butler is responsible in supervising the over-all chores in hotel or Cruise. They
observe the cleanliness, the food and drinks and all operation that involve service.

AMBASSADOR OF THE HOTEL

Latin word ambactus which means servant
 Represents the hotel to the guest, and should help build good relationship between
the hotel and the guest.
 Establish warm atmosphere during the first meeting with the guest.
 Mini-manager in the Household but not in the hotel.

RAC
 NOTE: All worksheet must be filled up properly and surrendered after every duty for T.L
signature.

T.L SIGNATURE:______________________________________

ROOM ATTENDANTS WORKSHEET

NAME:___________________
SOILED LINENS FACE AND HAND
SHIFT:____________________
BEDSHEET KING TOWEL INVENTORY
DATE:____________________ ROOM # # OF
BEDSHEET TWIN TOWELS
PILLOW CASES
DUVET COVER KING
DUVET COVER TWIN
ROOM NUMBER RM. POINTS STATUS GUEST NAME START DND REFUSED
BATH TOWEL LATE MUR FINISHED ACTUAL REMARK
TYPE STATUS
BATH ROBE
BATHMAT
TOTAL
  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
BEDDINGS a longer cleaning cycle.
- Bed stand  Liquid silicon – is gentler on garments than perc and does not cause color less.
- Head board -more environment friendly
- Bed board -the price is more than double than of perc.
- Foot board  Perchloroethylene – more aggressive, not eco-friendly.
- Base/stand
- Mattress/bed Process of dry cleaning
- Wheels 1. Tagging/inspection – some method clothes has small paper tags or little labels
- Bed pad – to protect the bed from being stained. within the shirt collar, used to identify your clothes so they won’t get mixed up with
- 1st linen – to cover up the bed pad. everyone else’s, clothes are also examined for missing buttons, tears, etc.
- 2nd linen – wrong side to protect the sensitive skin of the guest and when/upon 2. Pre-treatment – the cleaner looks stains on your clothes and treat them to make
folding it will turn on the right side. removal easier.
- Blanket: 3. Dry cleaning – the clothes are put in a machine and cleaned with solvent.
 give comfort to the guest 4. Post-spotting – any lingering stains are removed.
 to avoid skin irritation of the guest 5. Finishing – this includes pressing, folding, packaging and other finishing touches.
- 3rd linen:
 to cover up the blanket
 to look nice and beautiful
 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