5 ‘S  Must be Set-up before putting inside the room/s.

What is 5’S?  Extra Linens

 It is a systematized approach to organize work areas, keep rules and standard, and  Bath towels
maintain discipline needed to do a good job.  Hand towels
 It utilizes workplace organization and work simplification techniques to make-work  Face towels
easier, faster and safer.  Bath robe
 The practice of 5’S develops positive attitude among colleagues and guest and  Bath mat
cultivates am environment of efficiency, effectiveness and economy.  Mattress
 Bed sheets
What are 5’S?  Are given to the guest with prior reports either through worksheet or to the
 SEIRI/SORT housekeeping co-coordinator.
 Sort out necessary items and dispose them properly.  Late Make-up Room
 SEITON/SYTEMATIZE  Done at the time after 4 pm.
 Arrange necessary items in good order.
 SEISO/SWEEP
 Clean the workplace completely. Room Attendants Cart
 SEIKETSU/ STANDARDIZE  Trolley or cart set-up is done before the morning duty starts. It is also a must after
 Maintain high standard of workplace organization and housekeeping at all times. the morning duty before leaving your area and floor.
 SHITSUKE/SELF-DISCIPLINE  At the top part of the cart and amenities are placed.
 Do thing spontaneously without being told or ordered.  If there is a drawer, you can put your papers of amenities and for compendium set-
up.
Principles of 5’S  First layer the linens for beddings includes.
 SEIRI Functional Storage  Second layer are for bathroom set-up.
 SEITON cleaning based on SOP  Last and third layer are for cleaning materials like;
 SEISO standardization  One side of the cart, the trash or garbage are said to be placed.
 SEIKETSU discipline workplace  And the duffle bag is placed on the other side, for the soiled linens collections.
 SHITSUKE stratification management
Correct materials and supplies for trolleys and their proper position:
Handling Housekeeping Request 1. Bed sheets
2. Duvet covers
 Guest requests depends on the following needs: 3. Pillow cases
 Early Make-up Room 4. Bed covers
 Must be first in line once your time-start or job-start. 5. Bath robes
 Extra Beds 6. Bath towels
 7. Bath mat 4. Dispose and change then replenish trash bags and duffle bags.
8. Hand towels 5. Check vacuum if in good condition.
9. Face towels 6. Put back your trolley in the right place and position.
10. Chemicals
 Toilet bowl cleaner How to handle and maintain tools and equipments:
 All purpose cleaner
 Glass cleaner 1. VACUUM
 Air freshener
 Shine-up a. Always check the capacity of the vacuum bag.
 Methylated spirits b. Check vacuum filter if clean and in good condition.
11. Rugs for dusting (wet and dry) c. Check the hose it should not be damage and not ruined.
12. Rubberized rugs d. Always carry the vacuum with its handle.
13. Toilet bowl brush e. Vacuum should always be clean and in good condition.
14. Squeegee
15. Sponge 2. TROLLEY/CART (RAC)

How to disseminate correct usage of equipments: a. Always clean and dry the cart.
 Disinfectants, stainless steel cleaners, bleach, furniture polish, glass cleaner, oven b. Never overload your carts’ capacity.
cleaner. National brand products also available such as Clorox, joy dishwashing c. Put air freshener to avoid odor.
liquid, Lysol, comet, pine-sol, Windex, among others.
 All chemicals and equipments are labeled according to its usage. 3. AMENITIES
 Atomizer – are used to remove the carpet stain.
 Ionizer – are used to clean the air of the hotel room. a. All must always be checked and replenished.
b. Avoid clumsiness to lessen spoilage.
VACUUM AND CORRECT USAGE
 The vacuum must be carried and handled with care. And if the vacuum hose is 4. CHEMICALS
pulled it will be ruined and damaged.
 Always check the status of the vacuum bag inside for corrective maintenance. a. All chemicals must always be checked and replenished.
 Also check the cable wire of the vacuum to avoid injury. b. Check if it is in good working condition.
c. Seal the head cover to avoid spoilage.
Proper cleaning procedures of trolley and equipment after use: d. Be careful in using the chemicals to avoid accidents.
1. Refill the chemicals after used. e. Always put inside the caddy as standard way.
2. Replenish the amenities.
3. Dry up the rugs after use.
NOTES:
  All utensils, tools and equipment that are not mentioned must be checked, cleaned O. Sanitary bag
and maintained for it will be used in a long period of time. P. Shaving kit
 If unusual sound or feature have seen report it immediately to your superior. Q. Cotton buds
R. Sewing kit
Different types of housekeeping items, equipment and their usage: S. Emery board
T. Weighing scale
1. Cart – used to carry items for setting-up the rooms. U. Laundry basket
2. Caddy – where the chemicals is stored. V. Hair dryer
3. Chemicals – are used for cleaning the rooms.
4. Linens – used to replace and change used linens. II. WARDROBE AREA
5. Rugs – for dusting and polishing the furniture’s and items inside the rooms.
6. Vacuum – for sucking small amount of dirty and unreachable areas. A. Male hangers
7. Trash Bags – where they place all the unnecessary things. B. Female hangers
8. Amenities – used for replenishing the amenities used in a room. C. Safety deposit box (SDB)
9. Duffle Bag – used to carry out soiled linens of the rooms. D. Laundry bags
E. Laundry list
F. Shoe polish
Hotel room amenities and equipment: G. Shoe horn
H. Shoe rags
I. BATHROOM AREA: I. Slippers
J. Extra pillows
A. Bath towels K. Comforter
B. Bath robe L. Iron and ironing board
C. Bath mat M. Extra towels (depending on hotel standard)
D. Hand towels
E. Face towels III. MINI-BAR
F. Facial tissues
G. Roll tissues A. Refrigerator with amenities depending on hotel standards
H. Dental glass B. Coffee mugs with stirrer
I. Soaps C. Coffee box with full set
J. Shampoo D. Butter or bread knife
K. Conditioner E. Ice buckets with tong
L. Bath gel F. Wine and beverage set-up
M. Body lotion G. Cracklings or finger food sets
N. Dental kit H. Water
 I. Water goblets f. M.U.R linens and amenities must be replenished or replaced.
J. Mini-bar list g. Bulbs and other electrical things must also be checked and if necessary report for a
change.
IV. BED AREA h. Minor items of rooms should be checked daily for replenishment and inventories.

A. Work desk area

1. Work desk lamp
2. Internet access Cleaning and preparing multiple rooms within industry-realistic time-frames:
3. Compendium
4. Phone directory  Attending guests rooms
a. Rooms should be checked daily.
B. Coffee table area b. Checked-out rooms should be cleaned first.
1. Lounge chairs c. Vacant dirty rooms should also be cleaned.
2. Coffee table d. Furniture should always be in good condition.
e. Linens should always be made and new.
C. Make-up desk area f. M.U.R linens and amenities must be replenished or replaced.
1. Make-up mirror g. Bulbs and other electrical things must also be checked and if necessary report for a
2. Make-up chair change.
3. Make-up lamp h. Minor items of rooms should be checked daily for replenishment and inventories.

D. Bed area  FYI (FOR YOUR INFORMATION)

1. Bed  You are also responsible for the cleanliness and orderliness of the floor hallway
2. Bed-side table assigned to you.
3. Bed-side table lamp  Avoid touching and rearranging guest’s belongings.
4. Flash light  Always note down the things you’ve saw inside the room.
5. Breakfast menu list  In case you saw a small or big amount of money, open bags, open safety deposit box
6. Hotel directory (S.D.B) and open windows, immediately report it to your supervisor and security
personnel.
Industry procedure in accessing rooms for servicing:  Never say NO! to the guest, instead say:
 I’ll try
a. Rooms should be checked daily.  I’ll find a way
b. Checked-out rooms should be cleaned first.  Or report it to your supervisor to avoid complaints.
c. Vacant dirty rooms should also be clean.  Then say, it is for your security ma’am/sir.
d. Furniture should always be in good conditions.
e. Linens should always be made and new.
 Proper handling of guest’s property, guest’s privacy and confidentiality:

1. Put in writing all the things you’ve seen inside the guest room.
Do’s and Don’ts of a housekeeper 2. If in need call your superior and security for assistance.
3. Report immediately all unnecessary things inside the room.
 General rules of a housekeeper. 4. Before entering the room, if you saw a door message DND sign, take note of it in
Do’s your worksheet and report it at once.
Oral and written communications on building guest rapport:
 Assist the guest after he opens the door. 1. Always smile at your guest.
 Use the phone only for making occupied a location report. 2. Greet them politely.
 Knock the door first using your bare hands but never forget to use rooms’ buzzer 3. Address them by their name.
first. 4. Make an interesting conversation or topic like:
 Avoid personal habits while on duty. a. How’s your day sir/ma’am _________.
 If the guest gave you anything, be thankful; and if you accepted it make a report to b. Did you already gone and have your breakfast? (Or may you offer).
avoid accusation of theft. c. We have this restaurant, they have a good and delightful cuisine; it is located at
_____________.
Don’ts d. We are pleased to have you here and chose our hotel; still we hope you’ll continue
choosing our hotel.
 Do not open the door even for the guest of the said room. 5. Make them feel that they’re important to you and to the hotel.
 Never answer the room’s telephone. 6. Make them feel the safeness and security while in the hotel.
 Do not use unnecessary thing to the room door.
 Do not smoke while on duty. Providing effective costumer services:
 Never eat while on duty.  Body language – avoid unnecessary movement while with or without hotel guests.
 Dress and accessories – formal type of dress depends on what the hotel’s standard.
 Various types of guest:  Gestures and mannerisms – proper posture is required, avoid unnecessary
 Family mannerisms.
 Groups  Voice tonality and volume – never ever make your voice tone higher than the tone
 Investors of your guest, be always sweet in your voice tone.
 Politicians  Use of space – avoids body contact with your guest to avoid misjudgment.
 Businessman  Culturally specific communication customs and practices – always use the
 Social institutions international language, which is English.
 Foreigners
 Many more … Dry and wet area may include:
  Bathrooms
 Bedrooms
 Kitchens
 Balconies
 Private lounge areas
 Public areas ( both internal and external)
 Function rooms
 Storage areas

Equipment may include:

 Electrically operated equipment such as scrubbers, polishers, vacuum cleaners