HPC 3 Midterm 2

SURIGAO DOTORS COLLEGE
Hospitality Management Program
MODULE 4
HOUSEKEEPING OPERATIONS: HOUSEKEEPING SERVICES TO THE GUEST
Module Introduction
This unit will tackle the key activities in the housekeeping department such as providing a range of general housekeeping services to
the guests.
SDC PROPERTY/ARVIE TEJADA/HPC 3

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NAME: _______________________________ DATE: ________________ SCORE: _____/20
ACTIVITY 4
INSTRUCTION:
For this activity, start with a reliable search engine, like Google.com or Yahoo.com. Answer the following questions,
 List down 10 different types of hotel housekeeping request
During our class meeting via Google Meet or Zoom Application, you are tasked to share your outputs in class using
the PowerPoint presentation. You will be graded by the following criteria below:
INFORMAL ESSAY RUBRIC
FEATURES ACCOMPLISHED CAPABLE BEGINNER

(10 POINTS) (8 POINTS) (6 POINTS)
 Piece was  Piece was  Piece had little
written in an written in an style or voice
QUALITY OF extraordinary interesting style  Gives some new
WRITING style and voice and voice information but
 Very  Somewhat poorly
informative and informative and organized
well organized organized
 Virtually no  Few spelling,  A lot of spelling,

GRAMMAR, USAGE spelling, punctuation, or punctuation, or
& MECHANICS punctuation, or grammatical grammatical
grammatical errors errors
errors

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Week No: 8
Lesson No: 1
Lesson Title: HOUSEKEEPING REPORTS AND REQUEST
Duration/Hours: 2 Hours
Specific Learning Outcomes:

During the students‟ learning activities, they will be able to:
 SLO 1 Identify the types of housekeeping requests.
 SLO 2 Perform housekeeping services to guest.
 SLO 3 Distinguish the housekeeping reports.
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DISCUSSION
HOUSEKEEPING REQUEST
Housekeeping is an important area in any accommodation property. Most people see housekeeping as simply „cleaning guest
rooms‟ but from an operational perspective there is a lot more to housekeeping than just that. The role of housekeeping is to
ensure the comfort and safety of guests whilst they are staying at a hospitality organisation.
This is the guest‟s 'home away from home'. It is essential that that a guest can enjoy their room in the same manner and
with the same ease as they would enjoy in their own house. The aim of housekeeping is to strive to enable guests to access items as
easily as in their own home.
It is therefore important that housekeeping staff maintain a professional level of integrity, especially staff who clean rooms.
Housekeeping staff must have high levels of integrity, honesty and discretion as a guest needs to feel that what takes place or what is
left in their room must be safe and remain confidential.
Understandably an accommodation room is considerably smaller in size than the customer's normal residence and
therefore items that they may need might not be in immediate access.
A hotel cannot provide all the necessary items a customer may need inside each room for several reasons:
 The room size is too small
 It would become cramped for space
 Not all customers need all items
 The capital outlay for a business would be considerable
 It reduces the chance of damage and theft.
Therefore, it is vital that housekeeping can get a requested item to a room in the shortest possible time.
Types of Accommodation Properties

The items included in a room or upon request differ depending on the type of accommodation provided. Housekeeping
requests by guests can be made across a range of accommodation properties for a wide variety of reasons.
A housekeeping department exists in any property that offers in-house accommodation. Housekeeping departments operate within:
 Hotels, motels, and clubs
 Resorts, chalets, and hostels
 Passenger ships and trains
 Serviced apartments.
Types of Guest Requests

There may be many times during a shift when the room attendant will have to handle guest requests and the reasons can vary.
 Need for item sent to the room

A guest may request services or products such as:
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 Additional equipment in their room – because they have needs during their stay that are not accommodated by the normal
in-room items
 Valet or laundry service – common among long stay guests
 Additional bedding – where the existing bedding is unsuitable, uncomfortable or insufficient
 Extra tea, coffee, sugar, and milk sachets – a common request where the guests spend a lot of time in their room
 Extra crockery or cutlery – where the room features a kitchen or kitchenette this is also a common request especially
where guests want to entertain in their rooms
 Vases – for flowers that have been delivered to them
 Replacement items such as hair dryers, toasters, irons and electric jugs to replace items that are not working
 Extra bathroom guest supplies – another common request for long-term guests: guests with long hair often ask for extra
shampoo and conditioner
 Additional items in compendium – such as letterhead paper, envelopes, postcards, pens, note paper
 Additional towels – to accommodate extra showers or baths taken by the guests: where the property has a swimming pool
this is a common request
 Extra hangers for clothes, extra pillows, extra blankets
 A power conversion board – to adapt their electrical equipment to the power supply of the venue: common where the
property caters to some international guests
 Ice and ice buckets.
 Servicing of room
 Rectification cleaning - guests may request an improvement in the servicing of room. They require housekeeping staff to
provide remedial service to the room when the original room service is deemed by the guest to be sub-standard
 Clean-up after an in-room party or entertainment
 A special room service where they have spilled something on the floor.
 Repairs
 Repair or removal of broken equipment – such as controls for the TV, DVD player, air conditioner, broken bedside lights,
free-standing lamps
 Instructions to enable them to work equipment – such as the TV, in-room safe, lights (especially where room cards are
needed to activate the power to a room), heating and cooling controls.
 Lost and found

Guests may also contact housekeeping when making a Lost and Found enquiry. They may have found an item in a room they
have just been roomed in or they may contact housekeeping after they have departed to enquire about something they have lost.
Housekeeping is often the department that operates the Lost and Found facility for a venue because most Lost and Found items
come from guest rooms.
 Handling complaints
Ensuring guest comfort may relate not just to issues that can be handled quickly by housekeeping (such as rectification cleaning, a
replacement jug for one that‟s not working or extra tea and coffee supplies) but also handle or direct guest requests relating to:
 Noisy people in the room next doors
 Poor views from the balcony
 Noisy pigeons outside the room which stop guests getting to sleep
 Noisy elevators near the room
 Lack of facilities in the room
 Quality of facilities that is below guest expectations
 Advertising that has created expectations that are not being met.
In most cases housekeeping may not be able to rectify these complaints personally, but they should ensure the appropriate person is
contacted in a timely manner.

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Handling guest requests promptly

Given that housekeeping staff are usually very busy trying to achieve the tasks set for them by the Executive Housekeeper
daily (which are essentially the servicing of departing and staying guest rooms), they must still ensure they handle any requests from
in-room guests in addition to their allocated workload and do so in a polite and friendly manner, in accordance with all relevant
house policies and procedures.
If the room attendant cannot assist the guest immediately, they should at least acknowledge the guest‟s request and advise
them when assistance will become available.
There may also be times when a guest makes a request, and the room attendant cannot provide an immediate answer as to
whether the request can be fulfilled.
In such instances, the room attendant should seek out accurate information to satisfy the guest‟s requests or pass on the
request to the appropriate department (or the Floor Housekeeper) for action and follow up.
The guest should always be told of how their request is to be dealt with and kept informed about the progress of the request.
The basis for providing excellent levels of customer service in housekeeping

To ensure the comfort and wellbeing of guests, housekeeping must develop a good relationship with guests.
This can be achieved by:
 Good personal presentation – as determined by house requirements that apply to uniforms and personal hygiene
 Greeting guests by name when known
 always Providing excellent service
 Not giving the guests the impression that serving their needs is a chore/imposition
 Not rushing service delivery as and when it is required
 Enquiring “Is there anything else I can do for you?”
 Finishing service delivery with appositive statement: “It‟s been a pleasure”
 Providing information to guests (about the property, the local area, tourist attractions, transport, local customs, currency
etc) – and not just providing service in terms of specific housekeeping duties
 Assisting guests in public areas (such as the corridors of their floors or in lifts) or in-room when they see them struggling
with their luggage. The assistance may simply involve offering to call a porter to assist
 Smiling
 Handling complaints in a professional manner
 Providing a safe and secure environment for the guests while they are staying in the establishment
 Respecting the guest‟s need for confidentiality and privacy
 Having excellent product knowledge about the appliances, items, features in guest rooms.
For room attendant to provide excellent service, they must know the importance of making guests feel safe, secure and
welcome while they are away from home.
Handling guest complaints

Unfortunately, even with the best of intentions, things can sometimes go wrong and result in a guest complaint. As
identified before, some requests are in fact complaints.
The following are guidelines to assist in dealing with a customer complaint:
 Always remain pleasant, but do not smile when the guest is complaining
 Listen without interruption
 Know the correct procedure and the establishment policy on dealing with customer complaints
 Ask the guest how they would like you to resolve the problem
 Focus on the issue and don‟t take the complaint personal
 Apologise to the guest for any inconvenience
 Advise your supervisor and get their feedback as to how they feel you handled the situation.

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Use guest name where possible

When dealing with a guest‟s request, the room attendant should acknowledge the guest by addressing them by their name,
if appropriate and possible. It is said that a person likes nothing better than to hear their own name.
Using the guest‟s name is an excellent way of personalising the service and showing that the individual guest is valued.
Make sure however that you follow any house policies that might apply to the use of guest‟s names.
These usually reflect generally applicable standards of courtesy, such as:

 Avoid using first names – only use last names
 Never use nicknames
 Get the pronunciation right – if you are not sure you can do this, use „Sir‟ or „Madam‟
 If you don‟t know the guest‟s name or have forgotten it address the guest by „Sir‟ or „Madam‟.
ADDITIONAL INSIGHTS:
How will I know the guest’s name to begin with?
Most requests from guests for items for their room come about from:
 A phone call to housekeeping from the guest
 A face-to-face conversation with the guest as they are walking down the corridor and see you cleaning rooms.
In either situation they usually begin the conversation by identifying themselves and the room they are staying in – “Hi, I‟m Greg
Jones from 377. I was wondering if you could …”
This provides the perfect opportunity to find out the guest‟s name, but you must be alert to the possibility it is going to happen
and be ready to listen for it and remember it.
If you forget the guest‟s name it is easy enough to find out a name from the internal rooming system using the room number as
the basis for the search: where there is more than one person in the room (for example, a twin room may have 2 males or 2
females) and you are not sure who is who, use „Sir‟ or „Madam‟.
Housekeeping Request from Staff

Housekeeping not only services the needs of the guest. As the department responsible for the cleanliness of a property, it is
often called upon to handle requests made by other departments.
Therefore, all departments will have requests of housekeeping. Like dealing with requests from guests, these requests must be
handled in a professional and timely manner.
Types of staff requests

The types of requests may be varied depending on each specific situation, however there are some common staff requests including:
 Cleaning
 Cleaning duties - of items such as furniture, carpets, equipment, windows, floors and bench surfaces
 Cleaning of in-house facilities – including public areas, change rooms and offices
 Emergency cleaning – unexpected cleaning requests
 Cleaning and servicing of staff changing rooms.
 Staff Uniforms
 Order and supply of staff uniforms
 Providing laundry service – many properties operate their own on-premise laundry whilst other venues will use the services
of an outside commercial laundry. Most staff uniforms will be cleaned through the housekeeping department.
 Provision of Supplies
 Cleaning products, rags & equipment
 Chemicals
 Clean linen for F&B departments
 Towels for gymnasiums.

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 Security
 Check rooms and floors for safety concerns
 Ensure guest room and emergency doors are shut
 Close storerooms
 Participate in emergency and evacuation procedures.
 Other tasks
 Move room service trays from rooms or corridor to appropriate store area
 Check mini bars for departing guests
 Check actual status of a room – whether a guest has left the room or if it is occupied.
When handling requests made by staff, they must be handled in a timely manner. These requests are made to help provide a
better experience for guests and must be treated seriously. All staff members are part of a team, each with a role to play.
Housekeeping has many requests for other departments and would also expect their requests to be handled in an efficient manner.
Housekeeping Request According to Enterprise Requirements

Any contact that housekeeping has with a guest has the potential for a request to be made by the guest. The reality is that
guests rarely speak with housekeeping staff unless they have a need to do so, so be aware of this and be ready to respond
appropriately.
Confirm and note details of the request

Confirming what is needed
The key to this is repeating back to the guest what it is they have told you they want, using your establishment knowledge
to clarify any areas that are not clear.
For example, if a guest phones and says they want more towels, you need to determine what size towels they want. If the
guest tells you they have spilled something in their room and want it cleaned up, you should ask the nature of the spill (what was
spilled, what it was spilled on, and how big the spill is) so you can prepare for what is needed.
Sometimes the guest will ask questions about what is available to suit their need, so you need to respond accurately and
honestly to these questions. It is important that honesty is used so that you avoid creating false expectations in the mind of the
guests.
Noting details of what is needed

The key to this is to not rely on your memory but rather to write down the relevant details. This advice applies whether
the request comes in person or over the phone. There should always be note paper and a pen near the phone in the housekeeping
department and a room attendant should always have a notebook and pen as standard items when they are working.
When a guest makes a request simply write down:
 Guest name
 Room number
 Specifics of the request – type of item or service required, number involved (where appropriate – „6 wine glasses‟)
 Time for delivery to the room that was agreed to.
It is always wise to confirm the details to save time, effort, and guest frustration if the wrong item or service is delivered. There
may often be communication difficulties caused by different languages, lack of local knowledge, tiredness, and unfamiliarity with the
property.
Advise on Time for Provision/Delivery of Identified Service or Items to Guest Room
After a request has been received, recorded, and confirmed, you should provide the guest with an estimated timeframe as
to when the request will be met.
Keys to agreeing on a timeline

The timeframe for meeting any guest request must be reasonable and achievable. It is best if the guest agrees that the time
given by you is agreed to by them, but sometimes they place unrealistic timelines that simply can‟t be met. Obtain agreement where
possible and where you can‟t, do your best and be as quick as you can.

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Remember you will probably have other tasks to do, and other guest needs to provide so the Golden Rule is „Under-
promise and over-deliver‟.
For example, if you tell the guest the item or service, they have requested will be there in 5 minutes and it takes 10 minutes
they will be disappointed and annoyed. If you promise the item in 10 minutes and have it there in 5 minutes, they will tend to be
impressed with your fast response.
Never allow yourself to be forced or intimidated into a timeline that you know can‟t be met. It is far better to politely
explain this timeframe cannot be met, explaining the reasons why, where applicable, and re-assuring the guest you will act as quickly
as possible.
Sometimes you don’t need agreement

In many cases where a guest makes a request for additional room servicing requirements, they are happy to be informed
“Certainly, Mr Adams. That‟s half-a-dozen extra teas, coffees, sugars, and milk for Room 583. I‟ll be there in 5 minutes with those
for you. Is there anything else I can do for you?”
By supplying this timeframe, the room attendant is showing that the request has been taken seriously and is giving the guest
an expectation about the service to be provided. The 5-minute timeframe may also consider other things the room attendant has to
do both to finish their allocated work and meet the unexpected guest request.
However, should this timeframe change for any reason, the room attendant must inform the guest of the progress being
made with their request and supply the guest with a new revised timeframe, and the reason for the change in time.
By doing this, the guest will then be able to adjust their expectations: they may not like the revised timeframe but at least
they are aware of it (and can plan accordingly) and know that something is being done to satisfy them.
This will help ensure greater customer satisfaction.
If you personally are unable to action a request for guest service that you agreed to, try to see if someone else can assist. This may
mean asking another room attendant, a porter, or a room service person.
Time delays
Despite your best efforts there will probably be times when a breakdown arises in relation to services provided by the
housekeeping department. In all instances the guest should receive an apology for this lapse in service and appropriate remedial
action should be taken immediately, where appropriate, to try to retrieve the situation to the best extent possible.
Examples of breakdown in providing housekeeping services to rooms

This breakdown in service provision may result from:
 Sub-standard servicing of the guest room when the room was prepared – someone may have missed cleaning an item, an
area or item may not have been properly cleaned, guest supplies may not have been re-stocked
 A previous promise to deliver a service may not have been fulfilled – a guest who was promised a replacement hair dryer
may not have been supplied with one. The task could have been forgotten or a message for another staff member may have
been misplaced
 A room displaying a „Do Not Disturb‟ sign and the room attendant responsible for that room not notifying the Floor
Housekeeper that, at the end of the shift the sign was still in place and the room had not been serviced
 A promise to deliver something to a room by a certain time may not be able to be met – perhaps the item required is out-
of-stock or there are insufficient staff to meet the promised timeline
 An item that was promised to a guest turns out to be unavailable and can‟t be supplied as promised.
 In essence, anything that:
 Fails to deliver the service that either we promised
 Fails to deliver the service the guest expected
 Fails to meet house service delivery standards.

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Keys to making apologies

Where there has been a delay you must apologise for this. You must be sincere in your apology but also brief. You must
make sure you apologise not only for the lack of service or item that wasn‟t delivered but you must include an apology for any
inconvenience that has been caused.
The apology should never:

 Blame anyone else
 Discredit the establishment
 Commit the establishment to making some form of recompense or compensation.
ADDITIONAL INSIGHTS
Term Explanation
Chemical A product, normally in liquid format, used to clean a surface
Clean Free from dirt; unsoiled; unstained
Defect A shortcoming, fault, or imperfection
Any chemical agent used chiefly on inanimate objects to destroy

Disinfectant
or inhibit the growth of harmful organisms
The cleaning of garments, fabrics, draperies, etc., with any of
Dry Cleaning various chemicals rather than water: garments for cleaning in this
way
Fittings Anything provided as equipment, parts, supply
Furnishings Furniture, carpeting, etc., for a house or room
Housekeeping The maintenance of a house or domestic establishment.
A small kitchen or part of another room equipped for use as a

Kitchenette
kitchen
Articles of clothing, linens, etc., that have been or are to be

Laundry
washed
Malfunction Failure to function properly
Manual handling The act of pushing, pulling or lifting
Planning The act or process of making a plan or plans
Policy A rule, a definite course of action
Polish To make smooth and glossy, especially by rubbing or friction
Procedure A particular course or mode of action
Providing housekeeping items including equipment, cleaning

Provision of supplies
products and cloths
To restore to a good or sound condition after decay or
Repair
damage; mend
The act of asking for something to be given or done, especially as
Request
a favour or courtesy; solicitation or petition
Strip To remove bed linen from a mattress
Suite Hospitality accommodation containing more than one room
A transport vehicle used in housekeeping to move supplies from

Trolley
room to room
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HOUSEKEEPING REPORTS
Important Registers Maintained by Housekeeping

The registers are used to record important information. They are very helpful when the shifts and staff on duty changes,
and while working too. The registers serve the purpose of keeping clear and timely records thereby fostering good communication.
Here are some important registers maintained by housekeeping control desk –
 Departure Register
It is kept tracking the changes of guest room status such as V, VD, or VC after the guest has checked out. It also tracks the
amount of Mini bar beverages consumption in the CO guest rooms.
 Expected Arrival Register

It keeps the track of pre-registered guests and their profile as Regular/VIP/Other, Marital status, expected check-in time, and
any special request to be fulfilled.
 Room Status Register

This register records the list of all rooms and their current status such as V, VC, OOO, OOS, etc.
 Guest Call Register

It records the instructions or notes relevant to the guest rooms and adjacent area. It is very useful in keeping the track of
activities and their durations.
GUEST CALL REGISTER
Sr.No. Date Room No. Guest Name Call/Request Time to Deliver Forwarded To FU By Status
 Guest Loan Register

This register is maintained to record the delivery and recovery of the loan items given to the guests. The general format of this
register is as follows –
GUEST LOAN REGISTER
Sr.No. Date Room Guest Req Time to Time to Delivered Recovered Status
No. Name Deliver Recover By By
 Missing Article Register

If any article owned by the hotel (other than consumable items) is found missing in a Check-Out room, then it is recorded in
this Register.
 Guest Supplies Control Register

This register is maintained to record guest supplies. The general format is as shown below –
GUEST SUPPLIES
Sr.No. Floor/Item Pens/Pencils Beverage/ Sugar/ Creamer Shower ... Vanity Description
Sachets Caps Sets

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 Damage/Breakage Register
If any hotel property placed in the guest room is found damaged or broken, it is recorded in this Register. Here is a sample
register –
DAMAGE/BREAKAGE REGISTER
Sr.No. Date Damaged Item Room No. Found By Description
 Lost/Found Register
If a housekeeping guest room attendant finds any guest-owned article left in the Check-Out room then it is recorded into the
Lost/Found Register and sent to the same cell of the housekeeping department. It also records any personal article found in the
hotel premises.
LOST AND FOUND REGISTER
Sr.No. Date Item Description Found By Found At Picked up by Add. Contact Number Sign
 Key Register
It is a register for noting down the issued keys of the guest rooms, mater keys of the rooms and important safes, and floor keys.
KEY REGISTER
Sr.No. Date Key ID Floor No. Room No. Time of Issue Status at the end of sift (Returned/ missing)
 Linen Control Register

It records the movement of linen between the laundry and the guest rooms or dining area. It makes the housekeeping staff easy
to keep the track of clean and soiled laundry.
Checklists and Reports in Housekeeping
There are various housekeeping checklists and reports automatically generated by the hotel management software.
 Checklist
Checklists help to ensure all work is done appropriately without anything left to be completed. There are various checklists referred
and filled by the housekeeping staff. Some important ones are −
 Guest Supplies Checklist
 Guest Room Cleaning Checklist
 Guest Bathroom Cleaning Checklist
 Beach Area Cleaning Checklist
 Swimming Pool Cleaning Checklist
 Garden Keeping Checklist
 Housekeeping Standard Checklist for SPA
 Housekeeping Standard Checklist for Fitness Center
 Reports
The reports are useful to study past records of occupancy, cleaning schedules, and predict the future status of the rooms. Let us
see the reports generated for housekeeping department −

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HOUSEKEEPING REPORT
This can be generated at the end of each shift to report the housekeeping status of each room.
Housekeeping Report
Room No. Room Type Check-Out Date Turnover Room Occupancy H/K Status Housekeeper
Housekeeping Assignment Report

It is required for scheduling the room attendants and recording the room inspections.
Housekeeping Occupancy Report
This report shows the list of guests who have checked-in the hotel with details such as number of adults and children,
number of nights, and housekeeping status. This report is generated for the occupied rooms, rooms expected to be occupied,
checked-out rooms, and vacant or blocked rooms. This report is generated for scheduling rooms for cleaning.
OCCUPANCY REPORT
Rm No. Rm Type Guest Name Adult Child No. of Nights Turn Over Date H/K Status

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NAME: _______________________________ DATE: ________________ SCORE: _________
ASSESSMENT
Test Your Memory!
GENERAL DIRECTION: This is a 30-item test, read each direction written in every type of test, answer this test in
an hour.
ESSAY TEST – 30 points

Directions: Explain each question, before you begin writing, read the passage carefully and plan what you will say. Your essay
should be as well organized and as carefully written as you can make it.
1. What type of housekeeping request guest make? How can we provide for these requests?
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
2. What type of housekeeping request staff make? How can we provide for these requests?
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
3. How to handle guest complaints?

_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________

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NAME: _______________________________ COURSE & YEAR LEVEL: ________________ DATE: _____________
TASK SHEET 1
Title: How to acknowledge/welcome the guest
Performance Objective: Given the complete materials and functional facility, you should
be able to know the proper steps on how to
Supplies/Materials: Pen and paper, Housekeeping/FO forms, Operational Manuals,
Learning Manual, Room Supplies and Amenities
Equipment: Telephone, Computer, guest room (complete and operational
laboratory), roll-away beds/cots, adaptors, wires, and cables
Steps/Procedure:
1. As soon as the guest enters, acknowledge his presence by greeting, “Good morning, afternoon, etc.”
2. If possible, greet them by their name using prefixes like Mr., Mrs., Ms., etc. if you know them.
3. Never use their first name.
4. If the guest is a repeat guest, say “I‟m glad to see you again.” It is friendly.
5. Never say “I haven‟t seen you for a long time.” It is nagging.
Assessment Method:
Oral Questioning, Practical Demonstration/Direct Observation, Portfolio Evidence and Interview

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PERFORMANCE CRITERIA CHECKLIST 1
CRITERIA YES NO
Did you…
1. Stand straight, stay alert with good spirits
2. Acknowledge the guest as he/she enters by their name using prefixes
3. Staff perform consistently at the same standard
4. Eye contact and smile
5. Actively say “Thank you‟, „Goodbye‟ and „Welcome back‟ to guests before their departure
COMMENTS/SUGGESTIONS:
INSTRUCTOR’S NAME: DATE PERFORMED:

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NAME: _______________________________ COURSE & YEAR LEVEL: ________________ DATE: _____________
JOB SHEET 1
Title: RECEIVE HOUSEKEEPING REQUESTS
Performance Objective: Given the complete materials and functional facility, you should
be able to identify the proper steps of receiving housekeeping
requests.
Supplies/Materials: Pen and paper, Housekeeping/FO forms, operating manuals,
Learning Manuals, Room Supplies and Amenities
Equipment: Telephone, Computer, guest room (complete and operational
laboratory), roll-away beds/cots, adaptors, wires, and cables
Steps/Procedure:
1. Gather needed supplies/ materials as well as the equipment.

2. Identify the different types of guests/staff request.
3. Explain the procedure and encourage the person to participate as appropriate.
4. The room attendant should acknowledge the guest by addressing them by their name, if appropriate and possible.
5. Write down the guest‟s name, room number, specific of the request-type of item or service required, number
involved (where appropriate-e.g., „2 glasses‟) and the time for delivery to the room that was agreed upon.
6. To clarify details of the request, the key is to repeat back to the guest what it is they have told you they want.
7. Enquiring „‟is there anything else I can do for you?‟‟
8. Finishing service delivery with a positive statement: „‟It‟s been a pleasure‟‟
9. Assisting guest in public areas such as the corridors of their floors or in lifts, or in room when they see them
struggling with their luggage. The assistant may simply assist involve offering to call a porter to assist.
10. Confirm and note details of the guest/staff request.
Assessment Method:
Oral Questioning, Practical Demonstration/Direct Observation, Portfolio Evidence and Interview

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CRITERIA YES NO
Did you…
1. Gather the materials needed before starting
2. Use material which help make task easier
3. Demonstrate responding to multiple and various types of guest
4. Accept and record the guest/staff housekeeping in accordance with enterprise policies and procedures
5. Confirm and note the details of requests made in accordance with enterprise procedures
6. Make apologies where a request has arisen from a delayed delivery of service
7. Refer the request to appropriate department that are not related to housekeeping

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REFERENCES AND FURTHER READINGS:
 https://www.tutorialspoint.com/hotel_housekeeping/coordination_and_work_records.htm
 https://www.scribd.com/document/306420561/Provide-Housekeeping-Services-to-Guests
 Casado, Matt A.; 2011 (2nd edition); Housekeeping Management (CourseSmart); Wiley
 Jones, Thomas J. A. 2007 (5th edition); Professional Management of Housekeeping Operations; Wiley
 Nitschke, Aleta A. 2008 (3rd edition); Managing Housekeeping Operations; Educational Institute of the American Hotel Motel
Association
 Kappa, Margaret M., 1997 (2nd edition); Housekeeping Management; Educational Institute of the American Hotel Motel
Association
 O'Fallon, Michael J.; 2010 (5th edition); Hotel Management and Operations; Wiley
 Powell, P. Hunter and Watson, D; 2006; Service unseen: The hotel room attendant at work; An article from: International
Journal of Hospitality Management
Prepared By: Reviewed and Validated By: Approved By:
Arvie G. Tejada Desiree E. Tan, MBA, CHP Michelle Angela M. Moleta, MIT
Instructor Program Head Academic Head
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Week No: 8
Lesson No: 2
Lesson Title: SERVICE HOUSEKEEPING REQUEST

 SLO 1 Liaise with other staff to obtain and/or deliver identified service or items
 SLO 2 Locate and deliver required items to guest room
 SLO 3 Set up equipment in guest rooms
 SLO 4 Identify items from guest rooms as required
---------------------------------------------------------------------------------------------------------------------------------------------------
DISCUSSION
Liaise with other staff to obtain and/or deliver identified service or items
Introduction
As identified in the past section, guests or staff may have requests which must be addressed. In some cases, these tasks can
be performed by yourself or within the housekeeping department.
In many cases, to respond to a guest request, it requires the involvement of other people or departments. A guest is not
concerned who handles their request. Their concern is that it is simply handled in a satisfactory and timely manner.
The Need for Teamwork
On some occasions, there will be a need for teamwork and the person receiving the request for housekeeping services may
need to obtain assistance from another staff member to comply with the request.
For example, a large spill in a room may be better dealt with by 2 people rather than just one. A large piece of equipment
or furniture that needs moving will require a „team lift‟ approach.
Where you feel that you are unable to fulfil the request on your own, you should always be prepared to ask others for
their help. You should also be prepared to help others when they ask for your assistance.
Safety and Security
Where you receive a request from a guest for extra service provision and the guest appears annoyed, upset, affected by
drugs or alcohol then you should always obtain help from another staff member. Certainly, it is important to let someone know the
room you are going to.
When you are servicing a room, others can tell where you are by the location of your trolley and looking at your room
chart, but when you respond to a call to take an item to a room it is impossible for others to know where you are should you need
help.
All it takes is a quick call to another staff member “Hi it‟s John here on the 7th floor: just taking some extra guest supplies
to Room 1010. Should be back on station in 5 minutes.”

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Responsibility
Regardless if the request has been forwarded to another person for completion it is important that you ensure that the
request is actioned.
Keep track of what is happening and where required keep the guest informed of what is happening and expected time for
completion.
Once the request has been fulfilled, it is a good idea to check with the guest to ensure they are satisfied with the outcome.
Locate and deliver required items to guest room
In most cases, it will be the responsibility of housekeeping to carry out any guest requests that they receive.
This is generally easy to do because moist requests relate to items that the room attendant has ready access to – guest supplies are
on the housekeeping trolley and most other things requested are either in a Floor Housekeeping storeroom or can be „borrowed‟
from a vacant room.
In other cases, however, some requests may involve a bit more time and effort.
“It’s not my job!”

No staff member should ever use the phrase „It‟s not my job” when responding to a request from a guest. In a service
industry, it is always your job to assist guests.
If the request is outside your normal work responsibility, you should:

 Record and confirm the request
 Pass the details on to the relevant person for them to action.
 Never, ever tell a guest “You‟ll have to ring the Maintenance department – we don‟t handle replacing light globes” or “Sorry,
Room Service do that – perhaps if you ring 22 someone there can help you”.
Action is the key to responding to a request

Once a request is received, you must promptly seek out the item or equipment necessary to complete the request within
the agreed timeframe.
The key to any request from a guest is to take action on their request. To do this, you will most likely just go to your
trolley (or to the nearest housekeeping storeroom), grab what is needed and take it to the guest room.
Passing on requests
In other cases, where the request falls outside your ability to fulfil it, the appropriate person must be notified, and the
request passed on important points when doing this are:
 Pass on all the relevant details including the name and room number of the guest is vital. This information allows the person
to get back in contact with the guest to clarify things or amend the promised delivery time
 Make sure the person you give the message to understands it. Get them to repeat it back to confirm it. Make special
mention of any important bits including the need for urgency.
 Stress any agreed time that have been given. If you promised the item in 10 minutes, you must let the other person know
when that 10 minutes is up.
Requests for information

It is sometimes more time consuming to provide certain things to guests. Requests for information are amongst these.
Requests for information can cover:

 Information on the products and services offered by the establishment – even though guests have an in-room compendium they
can still want more detail than what is there and there is always the possibility that this information is out-of-date.
 Use your product knowledge about the property to answer these questions, and where you don‟t know the answer, apologise,
tell them you will find out the answer and get back to them, then do so.
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 Availability of services, hours, location of meals, services and equipment – you might be able to inform a guest that there is an
ice machine at the end of the corridor but perhaps you don‟t know when the spa opens or what the treatments are how much
they cost.
 How various types of equipment works – you are expected to know how to operate all the in-room facilities (this should be
one of the first things you are trained in as part of your on-the-job training) but guests may ask you about other items of
equipment throughout the property that you know nothing about. This is to be expected if you are the first person they see as
they walk back to them from not being able to operate a piece of gym equipment, not being able to get the vending machine to
work.
 Requests for information about local services, attractions, transport, shopping, entertainment, bars, places to eat. While is
probably more a reception or concierge role, once again, guests can ask you because „you are there‟.
In these situations:
 Never say “I don‟t know” and leave it at that
 Never tell them it‟s not your job to provide that sort of information
 Never tell them to look it up in their in-room information compendium.
 Never give them the impression that asking for the information is an imposition or a stupid thing for them to do.
Set up equipment in guest rooms

From time to time the housekeeping department may be asked to help set up items requested by guests.
These requests need to be accommodated as quickly as possible because when such requests are made, guests are usually waiting to
use the items.
What items might be involved?

The items that may need setting up could include:
 Table and chairs – for meetings or to assist with the provision of room service meals
 Internet connection
 Television
 DVD player
 Data projector
 Portable bed
 Portable cot.
In-room meetings
Guest rooms are sometimes hired by companies for business purposes to hold a small meeting make presentations or
display goods and, in such instances, it may be your responsibility to move furniture around, set up tables and chairs before the
meeting commences. Directions will be given by the person hiring the room about what they want, where they want it set and the
time by which it needs to be ready.
Elderly people
Elderly people can often have problems with technologically based items in their rooms.
They may be perfectly well able to operate their TV or DVD at home but the one in their room may be different and they may not
be able to make it work.
Don‟t make them feel stupid for asking, take time to make sure they have understood what you have told them and check
to see they are able to operate it properly on their own before you leave. A call to the room 15minutes later to check everything is
fine would also be appreciated and shows evidence of excellent service.
Elderly people may also seek your regular assistance in:

 Moving heavy items – which can include their personal luggage
 Getting items down from high places
 Obtaining things from low places
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 Obtaining a wheelchair to access other facilities in the venue.
Portable beds and cots

Setting up portable beds and cots is a task that many in housekeeping hate! They are often cumbersome to move, and
difficult to set up. Lots of injuries have resulted from moving and setting up these items.
Where possible, it is advisable to place them into rooms and get them set up prior to the guests arriving – so no-one can
hear or see what goes on!
Tips that may assist include:

 Be careful – they bite watch your fingers
 Practice before having to do it front of a guest – it‟s embarrassing to have problems with people looking on
 Follow the instructions
 Don‟t rush
 Have an experienced person with you when you do your first one. You never know when you‟ll need help even though
you‟ve done loads of practice.
It should be a standard house rule that guests are never allowed to set up a portable bed or cot. Not only is allowing them to do
this very bad service but there is a great risk they may injure themselves.
Know the house rules

It is important for you to be well-versed on the different types of equipment that need to be set up and the steps to take to
set up the equipment in a safe, secure, and fully operational manner.
You must also adhere to all health and safety regulations when moving items about, especially heavy items. You must also
follow any establishment policies on setting up equipment.
Where appropriate, agree on suitable time to collect equipment
There may be times when the guest will only require an additional piece of equipment for a certain time span – a short-
term loan. When this item is placed in the room, it may be a good idea for you to reach an agreement with the guest about the
collection time for that item.
The main reasons to identify a time for collection for these items are:
 To allow the guest to be able to plan their stay with us – it saves them wondering what is going to happen in relation to the
item: they know what‟s going to and happen and can plan accordingly
 To prevent the situation where the guest may place the item in the corridor outside their door – minimising the chance of
damage to the item, or theft
 To give the guest space in their room – unwanted items take up space that the guest may want to use for something else
 To allow the asset to be put back into inventory and available for use by another guest if the need arises.
 In relation to agreeing on a time for collection of these short-term (or other) loan items:
 The arrangement to pick up should be made as a suggestion rather than a requirement – the central idea is to provide
service not to set limitations or „tell the guest what to do‟
 Guests should be encouraged to contact housekeeping and arrange for an extension of the pick-up time where they want
the item for a longer period
 Where housekeeping staff will be off duty when the pick-up time arrives, arrangements need to made with another
department to collect the item. It is not acceptable for the guest to have to „put up with‟ an item in their room that they
don‟t want there simply because we can‟t pick it up. Room service staff, porters, or staff from any department could be
asked to assist.
Logbooks
Some establishments will have a logbook to record information about when and where extra items were delivered and when
they need to be collected.
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When an item is recovered from a guest room and returned to the store (or the vacant room from where it was borrowed),
this log is signed to demonstrate that return. The logbook assists in tracking assets and making sure all rooms have their necessary
items.
Identify Items from Guest Rooms as Required
Whilst most requests involve items to be taken to the room, there are times when requests involve items being taken from
the room. These items may be:
Types of items for collection

To service a guest request effectively, you may need to pick up items from the guest room such as:
 Room features including furniture, appliances or amenities not being used
 Housekeeping items and equipment that have been left behind
 Towels, face washers and bathmats that are now dirty and need replacing
 Toilet paper, tissues and other bathroom and guest supplies that have run out
 A replacement item – to take the place of something that isn‟t working
 Items that are no longer needed but which have been specially requested previously.
 Guest items requiring further action such as dry cleaning, storage or repair.
Keys in collecting items

It is vital to understand that if you have made a promise to pick something up at an appointed time, the guest is expecting you to
arrive at that time.
They have probable changed their plans, re-arranged things to accommodate this, and are waiting and every minute they wait
past the scheduled time seems like an hour and their level of frustration etc rises and rises. They can‟t get on with what they want
to get on with until you arrive! So, make sure you are there when you said you‟d be.
If you are going to be late:

 Get someone else to collect it – and make sure they do it on time
 Contact the room, apologies and arranged a revised time.
 Never just be late and fail to notify the guest.
 If the item you are picking up is heavy or awkward, take someone else along or a trolley.
When you arrive to collect the item:
 Knock on the door and announce “Housekeeping”

 Greet the guest by name
 Apologize, if applicable
 Tell them why you are there – “I‟ve come to pick up the …
 Ask for permission to enter the room
 Thank the guest for their permission to do so
 Keep your eyes and ears to yourself
 Pick up the item and walk to the door
 Apologize again, if appropriate
 Decide for a replacement item, where appropriate and a time for its delivery
 Thank the guest again
 Depart the room.

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NAME: _______________________________ DATE: ________________ SCORE: _________
ASSESSMENT
TASK SHEET 2
Title: GUEST REQUEST AND ISSUANCE OF GUEST
REQUEST
Performance Objective: Given an FO form on Form for control borrowed item, you
should be able to follow the procedure in the issuance of
requested items of the guest.
Supplies/Materials: Pen and paper, Housekeeping/FO forms, Room Supplies and
Amenities
Equipment: NONE
Steps/Procedure:
1. In the form, write down the name of the guest, his room number and the date of issue.
2. Check the item (whether adaptor, remote control, etc.) ask guest to acknowledge and sign the form.
3. Copy of the acknowledgement receipt issued to the Front Office cashier who attaches it to the guest folder/folio so that during
check out the cashier can first verify the said item has been returned. If not, he/she shall remind the guest to return it, otherwise
he will be charged for it.
4. Remind the guest the possibilities/consequences whenever the items borrowed are damage/loss, should be return on time
indicated at the form.
5. Requested item should be promptly located and delivered within agreed time frames.
6. If not delivered on time, ask apology to the guest for the delayed service.
Assessment Method:
Practical Demonstration

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CRITERIA YES NO
Did you…
1. Write the name of the guest, his room number and the date of issue in the form?
2. Check the item (whether adaptor, remote control, etc.)
3. Ask the guest to acknowledge and sign in the form in a polite and friendly manner?
4. Copy the acknowledgement receipt issued to the Front Office cashier?
5. Remind the guest the possibilities/consequences whenever the items borrowed are damage or loss, should
be return on the time indicated at the form?
6. Locate and deliver within agreed time frames the requested items?
7. Ask apology to the guest for the delayed service if not delivered on time?

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SDC HOTEL
HOUSEKEEPING DEPARTMENT
CONTROL FORM FOR BORROWED ITEMS
ROOM NUMBER:
GUEST NAME:
DATE ISSUED:
TIME ISSUED:
ISSUED BY:
RECEIVED (1) UNIT OF:

REMOTE CONTROL:
ADAPTOR:
TRANSFORMER
OTHERS:
GUEST SIGNATURE

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Association
Association

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MODULE 5
HOUSEKEEPING OPERATIONS: PREPARATION AND CLEANING BASICS
Module Introduction
This unit will tackle the housekeeping equipment and amenities; basic concepts about guests cleaning; the process of
cleaning and preparing rooms for incoming guests.

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NAME: _______________________________ DATE: ________________ SCORE: _____/30
ACTIVITY 5
INSTRUCTION:
For this activity, start with a reliable search engine, like Google.com or Yahoo.com. Answer the following questions,
 Write down on a separate sheet of short bond paper your thoughts and observations about the video
“Housekeeping 101: Efficiently Cleaning a Guest Room”
 Video Link : https://youtu.be/m3oTx5KHGls
During our class meeting via Google Meet or Zoom Application, you are tasked to share your outputs in class using
the PowerPoint presentation. You will be graded by the following criteria below:
INFORMAL ESSAY RUBRIC
FEATURES ACCOMPLISHED CAPABLE BEGINNER

(15 POINTS) (10 POINTS) (8 POINTS)
 Piece was  Piece was  Piece had little
written in an written in an style or voice
QUALITY OF extraordinary interesting style  Gives some new
WRITING style and voice and voice information but
 Very  Somewhat poorly
informative and informative and organized
well organized organized
 Virtually no  Few spelling,  A lot of spelling,

GRAMMAR, USAGE spelling, punctuation, or punctuation, or
& MECHANICS punctuation, or grammatical grammatical
grammatical errors errors
errors

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Week No: 9
Lesson No: 1
Lesson Title: HOUSEKEEPING PREPARATION AND CLEANING BASICS

 SLO 1 Familiarize with the housekeeping equipment and amenities.
 SLO 2 Acquire basic concepts about guests cleaning.
 SLO 3 Perform the process of cleaning and preparing rooms for incoming guests.
---------------------------------------------------------------------------------------------------------------------------- ---------------------------
DISCUSSION
HOUSEKEEPING PREPARATIONS
It is the most important duty of the housekeeping staff to prepare the guest room and the other places in the hotel so that
the guest is most comfortable. Due to this, the housekeeping staff places some necessary supplies in the guest rooms and guest
bathrooms. The idea behind is, the guest need not pack and carry each essential article while travelling.
As per the hotel policy, and the standard of the room, the lists of these supplies may change. The housekeeping staff needs
to ensure that those supplies are kept in appropriate numbers and condition while preparing room for guest check-in.
Let us see more on the guest supplies.
List of Supplies for Guest Room

The guest room supplies are considered as guest essentials. The housekeeping staff places the following standard supplies in
the guest room −
 Furniture − It includes bed, bedside table, chairs, wardrobe with locker facility, writing table, dressing table, center table,
and a magazine holder.
 Bedding − It includes mattress, bed sheet, bed cover, quilt, quilt cover, pillows, and pillowcases.
 Bedside Supplies − They include non-slip mats on the sides of the bed.
 Bedside Table Supplies − They involve a telephone device, and a printed compiled list of important intercom numbers
such as reception, restaurant, and laundry of the hotel. The housekeeping staff also provides a copy of Bible, Geeta, or
Koran, depending upon the prior knowledge of the guest‟s religious orientation.
 Center Table Supplies −It includes room service, laundry service, and spa and health club rate cards. It also has an ash
tray and a small decorative center piece.
 Clothing and Clothing Care − It involves bathrobe, coffee table cover, rocking chair cover, and hangers for clothes and
ties.
 Hospitality Tray − It is a small tray with compartments that holds sachets of coffee, tea, cocoa powder, creamer, and
sugar. Some hotels also offer the sachets of condiments like black and white pepper powder, and salt. They also keep an
electric kettle, a couple of cups, saucers, spoons, and water bottle so that the guest can make the beverage of his choice
once in a day.
 Mini Bar Supplies − It includes a small personal refrigerator filled with a couple of soft drinks, alcoholic drinks, soda, and
ice cubes. It also involves a couple of personal servings of salted peanuts, cashew nuts, or chips.
 Writing Desk Supplies − A writing pad, a pencil, an eraser, promotional brochures, La carte menu, and the short list of
places of historical and commercial importance in the city for guest‟s reference.
List of Supplies for Guest Bathroom
They are also considered as guest essentials. The guests are expected to use these supplies or take them away on departure.
Depending upon the type of room, the list of supplies for guest bathroom are −

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 Bathroom Attachments − Bath area with shower and handheld shower attachments, a bathtub with hot-cold water
mixer and handheld shower attachment, soap dispenser, toilet paper attachment, towel holder, and a basin with hot-cold
water mixer attachment.
 Towels − The couple of pairs of a large and a small towel each for the guests to be used according to their requirement.
 Dustbin − A small dustbin with lid, which can be often, opened by the foot and lined with a plastic bag from inside.
 Non-slip Foot-mat − It is often, kept near the bathtub.
 Slippers − Flat non-slip slippers for the guest.
 Mirror − A large mirror is often, fit on the wall above the basin.
 Hair Dryer − A wall mounted fixed hair dryer for the guest is kept in the bathrooms.
 Vanity Tray − It contains small bottles of shower gel, shampoo, and conditioner. Some hotels also provide moisturizer,
shower cap, hand and foot cream, ear buds, and a small manicure kit. It may also contain a couple of empty glasses,
disposable toothbrushes, and a small bottle of mouthwash.
Items Provided on Request

The items provided on request are given to the guests when they ask for them. These are the supplies apart from regular
supplies required by some guests. These are often provided as the guest expendables. Some of them are −
 Alarm clock  Hot water bag

 Comb  Iron
 Crib or Cradle  Ironing board
 Disposable Diapers  Pillow
 Disposable razor  Potty Ring for toilet
 Electric blanket  Raised toilet seat
 Electric fan  Sanitary napkins
 Extra blankets  Sewing kit
 First aid medical kit  Stationery items
 Handheld shower attachment  Tampons
 Hearing equipment  Wipes
HOUSEKEEPING CLEANING EQUIPMENTS
The housekeeping staff needs to clean various guest rooms, guest bathrooms, and a number of public areas in the hotel.
The staff needs to take the help of various cleaning equipment while trying to keep the hotel premises to the highest standard of
appearance. Today, there is a wide range of cleaning products available in the market.
Advantages of Cleaning Equipment

The cleaning equipment are advantageous in multiple ways −
 Equally effective for general as well as tougher cleaning tasks.
 High cleaning capability.
 Reduce work fatigue and increase productivity.
 Save the time of hotel housekeeping staff.
 High maneuverability. They can reach any corner or height of the room, which is otherwise difficult to reach.
 Eco-friendly, widely available, and easy to operate.
 They give protection from injuries occurring while cleaning when they are handled by using proper instructions.

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Classification of Cleaning Equipment

There are broadly categorized as follows –
Manual Cleaning Equipment

As the name suggests, they are used manually to keep the surfaces clean. Some commonly used manual equipment are −
 Abrasives − They are the sharpening stones or grit papers used to polish metal or wooden surfaces. There are various
abrasives depending upon the size of grit and adhesion of grit particles on the paper.
 Brushes − They are handheld flat brushes with bristles to dust the plain surfaces as well as the corners. They come with
non-slip handles and stiff scratch-free bristles. They help removing stubborn dust.
 Chambermaid’s Trolley/Housekeeping Trolley − This trolley is large enough to keep all the guest room and guest
bathroom supplies in an organized manner. It makes the housekeeping staff to move it around and carry large number of
items in one go while keeping and cleaning the guest rooms.
 Dustbins − They are used to collect daily garbage produced in the hotel.
 Dusting Cloths − They are soft cloths used for wiping the surface dust.
 Dustpans − They are used to collect dust and garbage from the floor and putting it into the dustbin.
 Janitor’s trolley − It is a trolley that stores cleaning supplies such as detergents, spray bottles, dustbin, mop, and dusting
cloths, all in a compact manner. It can be moved around easily. It fulfills the challenge of modern day housekeeping in hotels.
 Mops − There are various types of mops such as string mops, flat mops, dust mops, and synthetic mops. Mops are
generally made of flat cotton strings or heavy-duty sponges fixed on the metal frames. The cotton mops have high absorbing
ability but need more care unlike the synthetic mops that offer almost zero absorbing ability and very less maintenance.
 Mop Wringer trolley − A mop bucket cart (or mop trolley) is a wheeled bucket that allows its user to wring out a wet
mop without getting the hands dirty. The mops are squeezed between two surfaces to remove dirty water from it.
 Scarifying machine − It is used for keeping gardens, golf courts, and lawn in the hotel premises. It cuts through the turf
and removes moss and dead grass. It helps grow spongy lawn. Scarifies have fixed knife blades attached to the rotary
cylinder. They cut through the grass by which the offshoots are separated into lots of individual plants. This helps to thicken
up the turf and improve its health.
 Spray Bottles − They are used to spray water or chemical solutions on the surface that needs cleaning. They are also
used to spray water on the delicate flowers or leaves of flower arrangement.
Electric Cleaning Equipment

As the name depicts, these equipment require electrical power to operate. They are operated either on AC power or on
the battery. Some important electric equipment is −
 Box Sweeper − It is electric sweeper that consists of a friction brush. The brush often is fit to revolve vertically or
horizontally when the equipment moves on the surface. It can clean floors as well as carpets. The wider the better is the
box sweeper brush.
 Vacuum Cleaner − It is again a majorly used equipment in hotel housekeeping. It comes with a suction motor fit in a
case, a hose, and various attachment for delicate as well as tough cleaning requirements.
 Polishing Machine − They are used to add a shine to the floors of most frequented areas of the hotel.
 Scrubber − It is a floor care accessory that comes with handheld electrically operated scrubber. It is used where only
mopping doesn‟t suffice. It can scrub stubborn and sticky stains on the floors of cafeterias, restaurants, lobbies, and fitness
areas where people can take food and beverages.

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 Vapor Cleaning Machine − They are used where the chemical odors are not desired. They are equipped for continuous
operation. They heat up quickly and work with low amount of moisture. They kill the beg bugs and their eggs, the yielding a
completely clean environment.
Cleaning Agents or Chemicals

Apart from water and regular detergents, the housekeeping staff also uses cleaning chemicals, which are often available in the form
of liquids, blocks, and powders.
 Water − It is the most used medium for cleaning and rinsing. The housekeeping staff needs to use only soft water because
hard water cannot dilute detergents properly. Non-oily and non-greasy stains such as ink stains can be removed using
water.
 Vinegar − It is used in removing light stains in the bath.
 Bathroom Cleaners − They come in liquid form for easy cleaning. They clean, descale, and disinfect the bathroom walls,
bathtubs, bathroom flooring, sinks, and showers. They often contain phosphoric acid.
 Clean Air Sprays − They are best for freshening the hotel corridors, washrooms, bathrooms, and reception areas. These
sprays remove the pungent smell of tobacco, smoke, and organic wastes.
 Degreaser − This is mainly used in bars to remove the marks of grease and lipstick that cannot be removed by traditional
washing of glasses and cups. Degreaser restores the surface shine and transparency of the glasses and bowls.
 Floor Cleaners and Sealers − One of the important tasks of hotel housekeeping is cleaning the floor periodically and
keeping it sealed with the help of sealer of the right consistency for optimum maintenance. Some areas in the hotel are busy
and bear heavy traffic such as lobby, corridors, parking areas, restaurants, and dining halls. Their floorings loses smoothness
and shine. In such a case, the floor cleaners and sealers are used for restoring their look and shine.
 Laundry Cleaners − They are liquid concentrates with variable amount of peroxide that removes tough stains, bleaches
the linen, and enhances its whiteness.
 A number of chemicals are used in dry-cleaning. They are camphor oil, turpentine spirits, benzene, kerosene and white
gasoline, petroleum solvents such as naphtha blends, chloroform, carbon tetrachloride, and liquid carbon dioxide. They
remove the stains from silk tapestry without damaging the fibers.
 Surface Sanitizers − They often come in the form of liquid concentrate. They are water-based and sanitize the surfaces
without damaging their appearance. The sanitizers reduce the presence of bacteria to a great extent. They come with
different concentrations and fragrances.

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 Toilet Blocks − They deodorize the toilets and leave them with a fresh smell. They come with two variants: continuous
action and instant action. They contain oxidizing agents such as ozone, hydrogen peroxide, or chlorine that removes
unpleasant organic odor from the surface of a material.
 Toilet Cleaners − They are available in liquid form containing strong hydrochloric acid. They remove stains and plumbing
scales easily and restore the shine of their surface.
 Carpet Cleaning Agents − Cleaning and maintaining the carpets are important tasks of hotel housekeeping. As suggested
by the Carpet and Rug Institute (CRI), carpet cleaning is complete when the following issues are tackled −
o Soil containment
o Vacuuming
o Spotting
o Interim cleaning
o Restorative cleaning
Carpet cleaning chemicals are often low-moisture, fast-drying cleaners that take care of the above said issues effectively.
 Swimming Pool Cleaners − They are used for cleaning the swimming pool water. Some of them are TCCA-90 granules
or tablets, SDIC, hydrochloric acid (HCL), liquid chlorine, and alum. The pool cleaning chemicals kill the bacterial and algae
growth in the water.
The chemicals like Sodium Dichloroisocyanurate (SDIC) have 60% of chlorine content and is used worldwide for disinfecting
water. The pool cleaning chemicals dissolve fast in water and provide quick cleaning results. The housekeeping staff needs to take
extra care while cleaning baby pools using these cleaners.
HOUSEKEEPING CLEANING BASICS
The efforts of housekeeping speak for themselves. The result of sincere as well as faux housekeeping efforts are noticeable.
The housekeeping staff needs to execute cleaning and maintenance tasks at various places inside the hotel. The most important task
is cleaning and maintaining guest rooms and guest bathrooms. The guests assess the cleanliness in this area critically.
By following the best cleaning and maintenance practices, the housekeeping staff can contribute to retain the satisfied guests
as well as to generate new guests willing to repeat their visit to the hotel. This brings in more revenue to the hotel business. To
perform towards guest satisfaction and work productivity together, the housekeeping staff needs to structure the cleaning and
maintenance procedures and follow them appropriately.
Setting Chambermaid’s Trolley

The chambermaid‟s trolley can be viewed as a large toolbox on wheels to aid the hotel housekeeping staff. It has several
compartments and shelves of various sizes. This trolley is filled with the supplies from the housekeeping supplies store at the end of
each shift so that the next shift staff can access it immediately.
The staff considers the following points while loading chambermaid‟s trolley.
 Loading the trolley with adequate supplies depending upon the number and types of the rooms on the floor.
 Avoiding overloading the trolley that may lead to any accidents.
 Avoiding to underload the trolley that may lead to make unnecessary trips to supplies store.
SOP for Setting the Chambermaid’s Trolley

The SOP is given as follows −
1. Empty the trolley.

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2. Check rapidly for any broken parts.

3. Clean it by dusting and wiping any stains.
4. Place the items according to their weight: heaviest items at the bottom and lighter items at the top section of the trolley.
5. Place the linen for different purpose separately.
6. Close the lids of cleaner bottles and liquid cans tightly.
7. Record the numbers and types of the items loaded in the trolley for the rooms.
8. Collect the room keys.
9. Take the trolley to the assigned duty floor.
10. Park it outside the room such that the linen side faces outside, and the room entrance is blocked.
SOP for Entering the Guest Room

The housekeeping staff should follow the SOP given below for entering the guest room.
1. Leave the DND (Do not Disturb) rooms undisturbed.
2. Knock the door with knuckles and announce in pleasant voice, “Housekeeping…”.
3. Wait for five seconds to hear the guest‟s response.
4. In case of no response, announce the same again.
5. In there is no answer second time too, open the door with the key.
6. Enter the room.
7. If the guest is found sleeping, withdraw from the room quietly.
8. In case the guest answers, ask politely when he would like to service the room.
9. In case the guest wants it later, acknowledge his reply and withdraw from the room.
10. If the housekeeping work is in progress and the guest returns from outside, greet him and ask if the guest would like to
return in some time.
SOPs for Cleaning the Guest Room

The SOP for cleaning the guest room is given below. Once the staff enters the room and starts the housekeeping work, he must −
1. Not use guest room linen as a door stopper or for cleaning and dusting the room.
2. Keep the guest room door open while working.
3. Open the curtains and patio door.
4. Assemble the furniture and place appropriately.
5. Keep the vacuum cleaner and other cleaning apparatus in the room.
6. Check the type of bed.
7. Take the bed linen of appropriate size and place it on the nearest chair.
8. Remove previous bedspread and place on the chair.
9. Inspect the bed and pillows for their condition as well as for any lost-and-found.
10. In case of checkout room, deposit the left guest items to the floor supervisor. If the room is still occupied by the guest,
place the item such that it is safe as well as visible to the guest.
11. Put soiled sheets and pillow covers in the soiled linen cart of the trolley.
12. Empty ashtrays and rubbish from the guest room and bathroom dustbins into the trash cart of the trolley.
13. Pick up used glasses, mugs, ashtray, trays, and place them on bathroom platform.
14. Spray the bathtub, basin, glasses, mugs, and trays with cleaning liquid. Let them soak the chemicals from the liquid.
15. Make the bed.
16. Start dusting from an extreme inside corner of the room and work outwards.
17. Clean wipe TV.
18. Straighten the guest items.
19. Sweep the room and patio floor.
20. Mop the room and patio floor.
21. Clean the glasses, mugs, and tray.
22. Sanitize glasses, mugs, telephone device, and TV remote.
23. Inspect the condition of bathroom slippers and bathrobe. Replace if soiled.
24. Close the patio door.
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25. Close all the curtains.

26. Clean the entrance door.
27. Close and lock the room door.
28. Report any damage spotted to the supervisor.
SOPs for Cleaning the Guest Bathroom

The SOP for cleaning the guest bathroom is given below.
1. Open bathroom ventilation.
2. Sweep the bathroom floor.
3. Scrub and finish the platform, bathtub, and basin.
4. Scrub and finish the toilet bowl, rim, ring, and hinge.
5. Wipe the mirror.
6. Clean bathroom walls using wet mop or sponge.
7. Replace amenities such as toilet roll, toilet block, shampoo, conditioners, and moisturizers.
8. Replace bathroom mat.
9. Wipe down shower curtain working from top to bottom with a dry cloth.
10. Replace bath towels and hand towels.
11. Replace the dustbin liner.
12. Close the bathroom ventilation.
13. Clean the bathroom door.
14. Keep the bathroom door open after cleaning.
15. Check bathroom doormat. Replace if required.
16. Report any damage spotted to the supervisor.
SOPs for Cleaning Balcony / Patio

The balcony or the patio are the extensions of the guest room. The SOPs for cleaning them are given below.
1. Enter the balcony.
2. Spray walls, railings
3. Scrub and clean the bird droppings
4. Wipe down rocking or sitting chairs and table
5. Clean the door tracks appeared on the floor.
6. Sweep the floor.
7. Mop the floor.
SOPs for Do-Not-Disturb (DND) Rooms

Every room must be entered at least once a day by any housekeeping staff. The guests who do not want to get disturbed by any
housekeeping service tag their rooms with a Do-Not-Disturb (DND) sign.
The SOP for these rooms is as given below.
1. Do not disturb by placing a call until 2:00 o‟clock in the noon.
2. After 2:00 p.m., the Supervisor calls the room to know the guest‟s needs.
3. The housekeeping staff contacts the supervisor to make sure whether to service the room.
4. If the call was not answered by the guest after two calling attempts, the room is serviced.
5. To his best judgement, the housekeeping staff enters the room and continues with the usual housekeeping work.
CLEANING THE ROOMS
Cleaning is one of the major tasks the housekeeping force performs. It carries out cleanings when the guests are about to
occupy their room, while they are staying in the hotel, and immediately after the guests vacate the room. The housekeeping also
cleans the public area, which is often shared by many guests.

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 Cleaning the Check-In Room

The Check in rooms is cleaned when the guest is about to occupy the room. A checklist of room readiness is shared
between the guest room supervisor and the guest room attendants. The supervisor inspects the readiness of the room for
occupancy.
The guest room attendant performs the following cleanings −
 Checking power switches, air conditioner, TV, and other electronic appliances for healthy condition.
 Making bed with the fresh linen, pillowcases, and bedside mat.
 Cleaning ashtrays and dustbins, replacing if required; and putting fresh paper stripes.
 Checking stationery and vanity supplies. Replacing/refilling if required.
 Cleaning the bathroom: floor, walls, toilet, shower area, and tub.
 Checking bathroom supplies. Replacing the used supplies with the new ones.
 Checking the room curtains and drapes for stains, replacing if needed, and closing.
 Discarding the used supplies in the guest room.
 Spraying the room freshener.\
 Cleaning an Occupied Room

The room is cleaned when the guest is occupying the room. It includes cleaning and keeping all occupied rooms twice per day on
guests‟ requests and convenience.
 Entering the guest room by following the set procedure.
 Clearing the dustbins.
 Collecting the used linen and putting it in the linen bag.
 Making the bed.
 Carrying out the guest room dusting.
 Vacuuming of carpet and bedside mats.
 Cleaning the bathroom and replenishing the bathroom supplies.
 Checking the functionality of light bulbs, television, electric kettle, and intercom device.
 Cleaning the Check-Out Room

This cleaning is performed when the guest vacates the guest room and proceeds for hotel check-out formalities. The cleaning
involves −
 Assembling bed, chairs, settees, and other furniture and placing it appropriately.
 Wiping guest room floor with wet mop.
 Cleaning the writing tables, assembling and placing stationery appropriately.
 Checking under the beds and chairs, and in the locker for any articles the guest left behind.
 All personal stuff, documents, articles left in the room (if any) are removed and deposited to Lost and Found desk.
 Cleaning all walls of bathroom with wet wipe.
 Cleaning all electric appliances such as microwave, fan, refrigerator and others.
 Keeping heaters/air conditioners at lowest power consuming option.
 Switching off the room light and television.
 Locking the guest room door and cleaning area outside it.
 Depositing the keys at front office desk.
Periodic Cleaning in Hotel

The task of cleaning is very exhausting. It is divided among several housekeeping staff depending upon expertise. Some
cleaning such as occupied guest room cleaning requires to be carried out twice on daily basis. The check-in and check-out cleanings
are little less frequent.
Further, the cleaning of air-conditioner and refrigerator is less frequent. Thus, depending upon frequency of use of a
particular area or device, the frequency of cleaning varies.

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Spring Cleaning
This type of cleaning is practiced in the hotels located in cold as well as warm regions. The name depicts cleaning the house
in the first few warm days of spring when there is adequate sunlight to reach the corners and the floors of the room. The are as,
which are not much accessed, are also cleaned during the Spring Cleaning.
Spring cleaning is generally performed once a year by moving furniture and cleaning the guest rooms entirely for dust,
stains, broken furniture, and garbage. It is also called as Deep Cleaning as it is ensured that no portion of the area is left uncleaned.
Room Status Cycle in Hotel Housekeeping
The room status change is a particular order and can be thought of as the “life cycle” of a guest room. The status of a guest
room is determined by its “readiness” for new occupancy. Therefore, a hotel must know its current state of occupancy and
cleanliness at any given point of time. When determining a room‟s state of occupancy and state of both occupancy and cleanliness
information.
Room status reconciliation is defined as ensuring that rooms are properly designated by their status and assigned new
status as it changes. Both housekeeping and the front desk maintain room status. Each coordinate with the other to make sure that
rooms are assigned, cleaned, and assigned again to maximize room revenue while avoiding a missed assignment.
 Vacant / Inspected (V/I)

Available for sale. A “V/ I” room status is used when a Vacant Ready room is inspected by the housekeeping supervisor
or executive housekeeper. Normally, this status is used in a full service or five-star hotel operations.
 Vacant / Ready (V/R)

Available for sale. A “V/ R” room status is the only status a room can be sold in.
 Occupied / Clean (O/C)

Guest currently occupies the room, and the room has been serviced by housekeeping. Typically, there is no inspection for
rooms cleaned during the length of an individual guest‟s stay. The expectation is that all rooms are cleaned well, but
an occupied room is generally easier to clean than one from which the guest has checked out.
 Occupied / Dirty (O/D)

Guest currently occupies the room, the night has passed, but the room has not yet been serviced by housekeeping.

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 Vacated / Dirty (V/D)

A “V/ M” room has been taken out of inventory for some reason. This is the code assigned to out – of – order rooms. A guest
checked out, not serviced by housekeeping yet. “V/ D” codes take top priority in housekeeping as they must be readied for resale.
 Vacant / Clean (V/C)

Cleaned room, not yet inspected. All sleeping rooms are cleaned by a housekeeper and then inspected by a supervisor
or manager to ensure it is ready for sale. These inspectors then change the code from “V/ C” to “V/ R”.

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Week No: 9
Lesson No: 2
Lesson Title: TYPES AND SIZES OF BEDS AND MATTRESSES

 SLO 1 Familiarize the type and sizes of Beds and Mattresses, kinds of stains in bed linen.
 SLO 2 Acquire basic concepts on the procedure of bed make up
 SLO 3 Perform the process of making up bed.
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DISCUSSION
TYPES AND SIZES OF BEDS AND MATTRESSES
There are different types of beds and mattresses that hotel establishment is using. It depends how many stars the hotel has
and type of the rooms. The size of mattress is defends how big is the bed but there are also different types of mattresses. Hotel
beds are more glamorous and durable than simple bed in our house or different establishment;
Parts of the Bed
Types of Beds
1. Single Bed – a bed approximately 36 by 75 inches in size.
2. Double Bed – a bed that can accommodate a couple or two individuals. It is approximately 54 by 75 inches in size.
3. Queen Bed – an extra-long, extra wide bed approximately 60 by 80 inches in size.
4. King Bed – an extra-long, extra wide bed approximately 78 by 80 inches.
5. Pull-out Bed – bed that is inserted into a bed and pulled out when used. It is advisable for small rooms as it is space saving.

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6. Roll-away Bed – a portable bed usually installed for an extra person in the room.
Mattresses are designed to provide the support and comfort you need to relax and rest. If you have had your mattress for
a while, you may be wondering if it is time to buy a new one. Research shows that people sleep better, suffer less back pain and
experience fewer symptoms of stress when sleeping on newer beds.
Types of Mattresses
1. Innerspring Mattress – An innerspring

mattress uses a steel coil support system. Spring
shapes, designs, coil gauge, and number of coils in
a mattress can vary. The innerspring is covered by
padding or upholstery materials, which can include
various foams, fiber, and additional layers of
smaller steel springs.
2. Hybrid Mattress – A hybrid mattress combines
a steel coil support system with one or more
types of foam, such as polyurethane foam,
memory (or visco elastic) foam, or latex foam, as
well as foams that contain gel or other materials.
3. Foam Mattress – Foam mattresses use one or

more types of foam as the support system. The
foam may be polyurethane foam, memory (or
visco elastic) foam, or latex foam, and can contain
gel or other materials. The foam used in such
mattresses can be manufactured in a variety of
shapes and densities to offer consumers a
mattress that has different comfort, feel and heat
dissipation features.
4. Pillow top Mattress -- Pillow top mattresses
provide an additional upholstery layer sewn into
the top of the mattress. This layer can be made
from a variety of fiber and foam materials.
5. Gel Mattress – Gel mattresses use a type of

foam that contains gel in the product‟s support
system, upholstery layers, or both. The gel is
added to the foam using deferent types of
technology. The gel foam can offer consumers
different comfort, feel and heat dissipation
features.
6. Air Bed – Air beds use an adjustable air chamber
as the support system. Unlike the type of air
mattresses used for camping, the air chamber of a
residential air bed is covered by padding or
upholstery materials, which can include various
foams and fiber. Air beds allow you to adjust the
firmness, and usually allow each side of the bed to
be controlled separately in order to meet the
individual and changing needs of couples. Air beds
are designed to look like a conventional bed.
7. Latex Mattress – Latex mattresses use latex
foam as the support system, in the upholstery
layers, or both. Latex may be made from plant or
petroleum-based material.
8. Water Bed - .A soft-sided waterbed consists of

a water chamber inside a rectangular frame of
rigid foam, zippered inside a fabric casing. The
water chamber is covered by padding or
upholstery materials, which can include with
various foams and fiber. Both types of beds usually
rest on top of a platform

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Labelling and Turning of Mattress
As part of the preventive program of housekeeping, mattresses must be examined periodically to determine their age,
condition and durability. Likewise they shall be turned at least four times a year to prolong their life.
1. Each mattress is marked with the purchase month and year before its installation in a guest room.
2. Each Mattress is labeled at the top and bottom on both sides with the month in which it should be turned like: January,
April, July, and October. Labeling by month is preferred to coding with numbers.
3. The housekeeper should inspect the mattress from the top or bottom of bed. If it will be from top, place the label as
shown in figure A. If it will be done from the bottom, label as shown in figure B
4. When a mattress is turned by a Housekeeper, she should also vacuum both mattress and box-spring thoroughly,
check whether are repair or replacement is required and note down observations in a report. She should also turn the
box spring from the left side to the right side to ensure even wear.

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Week No: 10
Lesson No: 3
Lesson Title: KINDS OF STAIN IN BED LINEN

 SLO 1 Identify the kinds of stains to be able to separate from linen.
 SLO 2 Understand how to pre-treat stain.
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DISCUSSION
KINDS OF STAIN IN BED LINEN
There are different kinds of stain that a hotel encounters. Stain should be separately pack and treated prior to washing
following the recommendation for specific stain.
Types of Stains in Bed Linen

1. Blood
2. Coffee &Tea
3. Juice
4. Ink

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5. Mold
6. Chewing Gum
7. Gravy
8. Lipstick
Replenishment of Bed Linen

All soiled linen items should be replaced with fresh ones.
 Bed sheets, pillowcases are replaced with fresh ones.
 Blanket and bed covers should immediately replace once they are soiled.
 All linen items used by sick guest should be replaced daily whether soiled or not, and should be segregate (in plastic
bag) from the rest of the linen items
 Segregated linens should be forwarded to the Laundry Department.
Learn How to Separate Linen

 Use separate linen carts. When transporting soiled linens from the guest floors to the hotel‟s laundry, use separate linen
carts that are used to transport clean linens back up to housekeepers‟ closets or guestrooms. Each cart should be clearly
labeled for “Clean Linen” or “Soiled Linen.” For rapid identification by employees, consider purchasing one color of cart for
clean linens and a different color of cart for soiled linens.
 Use gloves and wash hands. Require housekeeping employees to either wear disposable gloves when handling soiled linens
or always wash their hands with soap and hot water for at least 20 seconds after handling soiled linens but before handling
fresh linens. In way of hand washing, employees may use hand sanitizer as an alternative after coming into contact with
soiled linens

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Understand How to Pre-treat Stains
Pre-treat any heavily stained or soiled clothes. This helps to loosen up the stain, making it easier to wash it out. There are
several methods you can use, depending on the stain, but these two are used most often:
 For coffee, tea, berry, or sweat stains: pour detergent directly on the stain. Then gently rub the fabric together or use
a soft-bristled toothbrush to help work the detergent into the fibers, and then leave it on for a few minutes.
 For blood, dirt, or motor oil stains: prepare a soaking solution with liquid detergent. Let these garments soak for about
30 minutes before washing.
And, there are other stains where these alternative pre-treating methods may come in handy:
 For butter, margarine, or grease stains: rub dish detergent onto the stain to loosen it before pre-treating.
 For chewing gum stains: soak the item in hot vinegar for 1-3 minutes, but always test for colorfastness first. You can do
this by applying a small amount of vinegar to an inconspicuous area of the garment. After a few minutes, blot with a paper
towel, and if no color comes off on the towel, your garment is colorfast, and you can continue to pre-treat.

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Week No: 10
Lesson No: 5
Lesson Title: PROCEDURE FOR BED MAKE UP

 SLO 1 Identify the different materials/ bed linens needed in making up the bed
 SLO 2 Perform the different procedures involved in making up the bed.
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DISCUSSION
PROCEDURE FOR BED MAKE UP
Make up Bed is the act of arranging the bed sheets and other beddings on a bed, to prepare it for use. It is a household
chore, but it is also performed in establishments including hospitals, hotels, and military or educational residences. To make up a bed
we need bed linens.
Bed Linen
1. Bed skirting placed in the box spring (if the bed has a box spring).
2. Bed Pad Place on top of the mattress as protection against stains.
3. Bed Cover (maybe a comforter or duvet) placed on top of the finished bed.)
4. Bottom and crinkle sheet the size must fit the size of the bed.
5. Pillow One pillow per occupant. Decorative pillow maybe added to add appeal to the bed.
6. Fitted Sheet often has elastic sewn into each one of the four corners to help it stay in place over the mattress.
7. Bed runner to make the bed look nicer and more stylish.
Remember:
 Remove soiled bed linen from the bed.
 Look at the mattress pad / mattress protector to see if it is stained, torn or damaged. If it is not straighten it and make
sure the mattress and box spring are even.
 Always adjust the mattress with your leg and not with your back to avoid any injuries.
 If the mattress pad is stained then remove it.
 Get a clean mattress pad and place it on the mattress:
 Lay the fresh pad on the bed.
 Unfold the pad right-side up and spread it evenly over the center of the bed.
 Smooth out any wrinkles.
 Mattress pads / mattress protector comes in different size, be sure to use the correct size.
 Make sure you have the correct size sheets.
 Do not use a stained or torn sheet. Place them immediately in your solid linen bag.
 Take three fresh sheets and slips as per the bed size.

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PROCEDURE
Traditional way:
Remember -Pull the bed a little away from the headboard before starting:
1. Lay down the bed pad
2. Lay down the bottom sheet
3. Lay down the crinkle sheet
4. Lay down the blanket
5. Put the pillow case to pillow
6. Arrange the pillow at the head part of the bed
7. Put the bed runner on the foot part of the bed
Steps in Makeup bed

1. Gather the needed supplies and place them in your cart. Sizes of bed sheet should always be longer than the bed (almost
touching the floor on all sides) so that it will be conveniently tucked-in under the mattress.
2. Using gloves strip off all soiled linen from the bed and place them inside a plastic bag. The gloves will serve as protection
from body fluids and bacteria often found in used/soiled linen. Be on alert of valuables possibly left behind in the bed and
surrender them to your supervisor.
3. If the bed skirt is used and it is already soiled, replace it with a fresh one.
4. Lay down the bed pad on the bed. Place it on the top of the mattress. Keep it smooth-flat over the bed. Secure it by
tucking-in the garter on the corner.
5. From the head side, lay down the bottom sheet on top of the bed pad.
6. Tuck-in the undersides of the bottom sheet then miters all corners in such a way that the sheet tightly covers the mattress
in 45 degree.
7. Place the crinkle sheet on top of the first sheet, with the wrong side up. Smoothen over and leave the edges hanging on the
sides.
8. Lay down the blanket on top of the crinkle bed sheet with the right side. Let it hang on the sides. The top corner, (head
portion) must be about 8-10 inches away from the head corner towards the edge of the head side of the bed.
9. From the head side, fold the crinkle bed sheet and blanket together twice and tuck in both edges of the bed.
10. Miter all corners and tightly secure them into the mattress.
11. Place the pillow inside a pillow case and lay it on the head side of the bed. Put the bed runner at the foot part of the bed.
12. Smooth over the bed to make a nice presentation.

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For Turn down Service
From the head side, fold and tuck in the edges of the last sheet about 8-10 inches from the top edge, same level as blanket.
You have an option to fold one corner in triangular position.
 From the corner, pick up the side hem and pull it towards you. Lift it, forming a sharp triangle as shown.
 Using the palm of your other hand, smoothen the hanging part and press it against the mattress.
 Tuck in the creased triangle under the mattress. Repeat the slant on the other side of the head end.
DEFINITION OF TERMS
1. Miter – refers to the process inserting the linen on bed considering a well folded corner.
2. Bed board – a piece board of wood placed in between bed to avoid sagging of bed.
3. Crinkle Sheet – refers to the linen w/c is placed wrong side up in making the bed.
4. Bed pad- a pad like cloth used to protect the bed from being stained.
5. Turn down service – Refers to room service done from 5:30 9:00 p.m. to prepare the bed for the guest to rest.

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NAME: _______________________________ DATE: ________________ SCORE: _________
ASSESSMENT
GENERAL DIRECTION: Read each question carefully; write your answer on the space provided before each number.
IDENTIFICATION: Write your answer on the space provided.
____________ 1.This is covered by padding or upholstery materials which can include various foams, fibre, and additional layers of
smaller steel springs.
____________ 2. A portable bed usually installed for an extra person in the room.
____________ 3. This type of mattresses uses one or more types of foam as the support system.
____________ 4. An extra-long, extra wide bed approximately 78 by 80 inches.
____________ 5.It is use latex foam as the support system, in the upholstery layers, or both.
____________ 6. Bed inserted into a bed and pulled out when used. It is advisable for small rooms as it is space saving.
____________ 7.The type of mattress has gel foam can offer consumers different comfort, feel and heat dissipation features.
____________ 8. It consists of a water chamber inside a rectangular frame of rigid foam, zippered inside a fabric casing.
____________ 9. It is use an adjustable air chamber as the support system.
____________ 10. A bed approximately 36 by 75 inches in size.
MODIFIED TRUE OR FALSE
Write TRUE if the statement is correct; otherwise underline the word/phrase that makes the statements incorrect and provide the
correct answer on the space provided.
_________________ 1.All linen items used by sick guest should be replaced daily whether soiled or not, and should be segregate (in
plastic bag) from the rest of the linen items
________________2. Housekeeping employees are required to wear disposable gloves.
________________3.Coffee, tea and sweets stains were prepared a soaking solution with liquid detergent. Let these garments
soak for about 30 minutes before washing.
________________4.Butter, margarine and grease stains should rub dish detergent onto the stain to loosen it before pre-treating.
________________5.Segregated linens should be forwarded to the housekeeping
_______________ 6 .Refers to the linen w/c is placed wrong side up in making the bed is the crinkle sheet.
________________7.Before the crinkle sheet is the bottom sheet.
________________8.Turn down service refers to the room service done from 5:00 to 9:00
________________9.Head Board a piece board of wood placed in between bed to avoid sagging of bed.
________________10. Bed skirting placed in the box spring (if the bed has a box spring)
________________11. Bottom and crinkle sheet size must fit the size of the bed.
________________12. One pillow per occupant and decorative pillow maybe added to add appeal to the bed.
________________13. Fitted Sheet often has elastic sewn into each one of the four corners to help it stay in place over the
mattress.
________________14. Bed runner to make the bed look nicer and more stylish
________________15. Refers to the process inserting the linen on bed considering a well folded corner is bed pad.

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TASK SHEET 3
TITLE: MAKE UP BED
PERFORMANCE OBJECTIVE:
Given with complete set of materials, all the necessary skills and knowledge required to conduct bed making up, you
should be able to perform bed make up within 30 minutes.
SUPPLIES/MATERIALS: Bed Pad, Bottom sheet, Crinkle sheet, Blanket, Bed runner, Pillow with slip and case,
Gloves
EQUIPMENT : N/A
STEPS/PROCEDURE:
1) Gather the needed supplies and place them in your cart.
2) Using gloves strip off all soiled linen from the bed and place them inside a plastic bag.
3) If the bed skirt is used and it is already soiled, replace it with a fresh one.
4) Lay down the bed pad on the bed. Place it on the top of the mattress. Keep it smooth-flat over the bed. Secure it
by tucking-in the garter on the corner.
5) From the head side, lay down the bottom sheet on top of the bed pad, with right side up.
6) Tuck-in the undersides of the sheet then miter all corners in such a way that the sheet tightly covers the mattress.
7) Place the crinkle sheet on top of the bottom sheet, with the wrong side up. Smoothen over and leave the edges
hanging on the sides.
8) Lay down the blanket on top of the crinkle sheet. Let it hang on the sides
9) From the head side, fold and tuck in the edge of the head side of the bed.
10) Tuck in the edges of the crinkle and blanket. Altogether underneath the head end the mattress.
11) Miter all corners and tightly secure them into the mattress.
12) Smoothen to make a neat appearance.
13) Place the pillow inside a pillow case and lay it on the head side of the bed.
14) Smooth over the bed to make a nice presentation.
(For turn down service)
From the head side, fold and tuck in the edges of the last sheet about 8-10 inches from the top edge, same level as
blanket. You have an option to fold one corner in triangular position.
ASSESSMENT METHOD:
Demonstration with Oral Questioning

119
PERFROMANCE CRITERIA CHECKLIST
CRITERIA YES NO
Did you….
1) Gather the needed supplies and place them in your cart?
2) Used gloves to soiled all the linen from the bed and put them in the plastic bag?
3) Lay down the bed pad and placed it on the top of the mattress?
4) Lay down the bottom sheet on top of the bed pad?
5) Tuck-in the undersides of the sheet and miter all corners in such a way that the sheet tightly
covers the mattress?
6) Place the crinkle sheet on top of the bottom sheet, with the wrong side up?
7) Lay down the blanket on top of the crinkle sheet and let it hang on the sides?
8) Tuck in the edges of the crinkle and blanket altogether underneath the head end the mattress.
9) Miter all corners and tightly secure them into the mattress
10) Place the pillow inside a pillow case and lay it on the head side of the bed.
11) Lay down the bed runner on top of the finished bed?

120
Association
Association
 Housekeeping Management 2010 By: Amelia Samson Roldan & Amelia Malapitan Crespo

121
MODULE 6
HOUSEKEEPING OPERATIONS: VALET/BUTLER SERVICE
Module Introduction:
This unit will tackle the key activities in the housekeeping department such as providing a range of general housekeeping services to
the guests.

122
Week No: 11 -12

Lesson No: 1
Lesson Title: VALET/BUTLER SERVICE

 SLO 1 Identify valet services
 SLO 2 Perform proper coordination to ensure optimum privacy, security, and confidentiality of all guests.
 SLO 3 Display professional valet standards
 SLO 4 Ensure proper handling of guest‟s property.
---------------------------------------------------------------------------------------------------------------------------------------------------
DISCUSSION
VALET/BUTLER SERVICE
“Butler” is a servant in a wealthy, large household and “Servant” is an older English term for "Domestic Worker". A
“Domestic Worker” is someone who works within the employer's household and perform a variety of household services for an
individual or a family, from providing care for children and elderly dependents to cleaning and household maintenance, known as
“housekeeping”.
Responsibilities may also include cooking, doing laundry and ironing, food shopping and other household errands. Some
domestic workers live within the household where they work. Valet or Varlet is a “French Term” which means ““male servants””.
In Valet, the “T” is being silent. As the Valet termed for “male servants” and its meaning is the “Housekeeper” is for
“Woman” who is in charge for caring for the entire house and its appearance. In modern usage, the Hotel Valet/Butler is an
employee who performs personal services for guests making sure that everything is properly and efficiently attended.
Butler is also known as “Personal Assistant of Guest” or (P.A.) Butler is usually in a Five Star Hotel or in a Big Hotel as part
of their high and quality service. Butler most likely to wear business attire or suit designed by establishment as their uniform.
Butler Service is a personalized service given to guest who request for special service to attend his needs. Valet is also
used for people performing specific services:
 Parking Valet - a service employee who parks cars for guests.
 Car Valet - an employee who is paid to clean people's cars professionally.
 Valet - a professional wrestling term for a person who accompanies a wrestler to the ring - originally a beefy man but now
usually a busty woman.
The Hotel Butler makes all the difference:

Even though some hotels have not set up a Butler Department, they however 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 a Hotel Butler are:

 Laundry and ironing
 Shoeshine
 Packing and unpacking of guest luggage
 In-room breakfast and beverages
 And other personalized services

123
When the Butler is taking the tray to the room, the Hotel Butler must not only offer breakfast or tea; he must also
have an amount of information gathered beforehand that makes it possible for him to know the guest in greater depth, thus
being able to anticipate the guest‟s needs.
When the Butler enters the room to collect the laundry, he also carries away with him an interpretation of the guest‟s
immediate environment that contributes additional information to the guest‟s profile, enabling possible strategies concerning
services that guarantee the guest‟s well-being and satisfaction.
The Butler must have 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.
Building Guest Rapport
“Rapport” is 'a feeling of sympathetic understanding', where two people feel a bond between one another, such that they
will more easily trust one another. Building rapport is important in industries that involve social interaction. Using certain techniques
can help you build rapport quickly and effectively.
This skill doesn't only give you a friendly and confident vibe, but it also gives you the means to connect to people and
negotiate your way to achieve your goal. As a matter of fact, building rapport is the foundation of social persuasion. Think about it.
People who put their trust on you will agree with everything you say without any hesitation. Those who you have good connections
with can easily fall under your charms. There are a lot of scenarios out there where these rapport building techniques are useful. If
you like to begin learning these techniques, then you should keep on reading.
The first technique is finding something in common. There is a saying that birds with the same feather tend to flock
together. This statement is true for most social scenarios. People who want the same type of art can feel more comfortable with
each other compared to others who prefer different type of art. If you get yourself in a scenario where you must build rapport right
away, try to look for something in common with the person you are talking to and take it from there. However, you should
remember that lying will not get you anywhere. Once you get yourself caught, that person will not trust you anymore. Be
comfortable with telling the truth about yourself.
The next technique is to give compliments. People like to hear something good about their character. So, whenever you
can, find something good about the person you are talking to. It does not have to be outrageous. It can be something as casual as
"Hey! Nice dress".
Building Guest Rapport through Oral Communication
Research shows that good communication can improve relationships, increase trust, intimacy, and support. The opposite
can also be true; poor communication can weaken relationships and create mistrust. Relationships fail every day because of a lack of
communication skills. We either don't know how to communicate or we simply aren't interested in learning. All relationships, at one
time or another, experience stress. When this happens, it is vital that we have the tools and skills necessary to deal with these issues
in a positive and productive way. Many people don't realize that they are being unreceptive in their communication skills and
eventually their negative communication leads to increased stress.
Talk to your guests

You need to talk to your guests through their stay. Face-to-face feedback will always be the most effective and ideally, we
need to get feedback before it‟s too late to do something about it. If what you have provided fails to meet expectations, you‟d rather
know about it before the guest leaves so you can resolve it, rather than waiting for them to put their comments on TripAdvisor.
Be observant and look out for signs that things aren‟t right or that someone wants to get your attention.

124
Being visible in your hotel or restaurant and contacting your guests builds rapport and trust. Once you‟ve gained this,
you‟re in a far better position to gain valuable feedback firsthand. The same goes for your staff too, so encourage them to talk to
your guests. Give them the appropriate training to ask for feedback in the knowledge that they are confidence to deal with feedback
– good or bad – in a positive way.
Bear in mind your guests will tell you things that they wouldn‟t feedback to your staff, and vice versa. So ask your staff what
feedback they have received, and listen to their ideas on how to make improvements and how to capitalize on positive feedback and
your strengths.
What is Rapport and how does it Related to Writing?

Rapport is a relationship that you build with someone and it is based on mutual trust. Building a rapport is when people
engage in activities or writing that fosters that trust. Authors are successful when they can build a rapport with a reader. If you don't
trust what the author is telling you, why would you even be reading their material? Some authors are better at building a rapport
with readers than others.
Here are Some Ways on How to Build Rapport

As we look for ways to improve our rapport with guests, customers, clients, and prospects let's cast our gaze to improv. It
might surprise to learn that even in something as spontaneous as Improvisation there are rules to play.
1. Active Care: Don‟t wait to be asked Show that you care about other people. Not just by being nice and friendly but by going
out of your way to help them. Show interest not only in the subject but also in the person. Indicate that you care about them.
2. Co-location: Just be nearby. Arrange to be near the other person. Start just by saying “hello” in passing and gradually build the
relationship from there. When you regularly see most people, you learn that they are not a threat and that getting to know them is
easy. And when you get to know people, you often find that they are quite nice, as most people are.
3. Encouraging: Getting them to speak. An important way you encourage others is in the signals you send, both via the words you
use and the non-verbal signals. Sometimes all you want to do is to encourage people to talk about whatever is on their mind. This is
useful in general social situation or when you want to give them time and space to get out something that is bothering them, but
they currently do not want to talk about. You do not need to say anything to encourage people to keep talking.
Here are a few things you can do to keep them talking, as well as using other body language, such as:
 Silence: Nature abhors a vacuum and so do people. Stay quiet and they will fill the gap.
 Raised eyebrows: Raise one or both (if you can't do one) eyebrows expectantly.
 Tilted head: Tilt your head sideways, perhaps in combination with the eyebrow-raise.
 Nod: Nodding shows agreement and interest.
 Noises: Make encouraging noises, such as 'uh-huh', 'mm', etc.
4. Holding Gaze: Eye to eye attraction. Encourage them to talk, then pay close attention, gazing directly at them. Look at their face
and into their eyes as if you cannot drag your eyes away.
Match their emotions in this. If they are describing achievement, look pleased. If they are describing a hurt, look
sympathetic.
Be careful with this. Do not stare -- use a soft and flattering gaze that says, 'you are wonderful'. If they start to look at all
uncomfortable, pull your eyes reluctantly away with an apologetic brief smile. Glance back frequently as if you are dying to gaze at
them again.
An important note: Your eyes and the muscles around them signal much your emotions. So, when you are looking
interested or sympathetic, you must be interested or sympathetic.

125
ORGANIZATIONAL CHART OF HOUSEKEEPING DEPARTMENT
VALET RUNNER
Basic Function: Responsible for the pickup and delivery of laundry items of guests also those for house use
Specific Duties:
1. Picks up guests‟ items for laundry and endorses them to sorter/marker for proper classification
2. Check laundry items for possible damages and immediately informs the guest about it. Also indicate noted damages in the record.
3. Informs the sorter/marker about the special instructions of guests regarding the latter‟s laundry items.
4. Helps in sorting finished items that are ready for delivery.
5. Delivers processed guest‟ laundry referring to tag number and room number and makes sure these items are delivered on time.
6. Coordinates with the room keeping supervisor for the delivery of all processed items when guest is not in their rooms.
7. Informs the laundry office of his whereabouts in case there is any call for pick up and immediate delivery. 8. Coordinates with
Front Office/housekeeping regarding information on room changes to avoid wrong delivery.
9. Performs other related duties as maybe assigned by his/her supervisor.
BELL BUTLER SERVICE

The bell service unit extends assistance to arriving and departing guest and handles their luggage. Likewise, it attends to the
following:
1. Responding to all service calls of hotel guests, all hotel guests‟ items are delivered to the guestroom by the Bell Service staff. 2.
Monitoring cleanliness and orderliness of the lobby and coordinating with Housekeeping for proper cleaning.
3. Observing and reporting al unusual circumstances occurring in the lobby such as unauthorized persons, loitering, disorderly
conduct, etc. In this regard the bell service counter at the lobby must be manned at all times in order to monitor the movement at
the lobby.
4. Delivery of gust‟s mail, package, messages, etc.
5. Assisting guest during room transfer and check out.
Check in Assistance
Procedure: When a guest reaches the hotel, he should be warmly received and assisted by the doorman/bellboy following the
procedures:
1. Greet and Welcome the arriving guests.

“Good morning sir/madam, welcome to our hotel.”
2. Offer to unload guest’s luggage from the vehicle.

“May I help with your luggage sir?”
3. Unload the guest’s baggage, count each piece, and inform the guest of the total count for the latter to check and
ensure that all his traveler’s effects are taken out of the cab and accounted for.

126
“Could you check sir if all your luggage is complete before we let go with the cab? If there is any damage to the luggage, the guest
must be told. “Sir, you have 2 suitcases but the one is damaged.”
4. Direct the guest to the Front Desk while carrying the luggage in the cart.
“This way to the Front Desk, Sir.”
5. As guest registers, stand by to receive rooming instructions from the desk clerk.
6. Receive key and rooming instructions from the desk clerk then led the guest to his room.
“By the way sir, I am ___________ your personal butler while you stay in our hotel. This way to your room, sir.
7. Knock or activate the doorbell before entering the room to verify if there is someone inside and to make sure it
is available before opening it for the guest...
When this is occupied or not yet ready, the bellman/butler shall tactfully inform the guest of the mistake and ask for replacement via
the telephone.
8. The bellman/butler shall open the room with the key/bin card and switch on the light, and then let the guest in.
He shows him the room and brings in the baggage. He shall explain the use of facilities in the room such as air-conditioning
thermostat control, bathroom light switches etc. Explain operation of TV if it needs special instructions.
9. Inspect room and bathroom. Check for busted bulbs, dirt, and defective amenities.
10. Sell hotel services, inform guest of:

 Outlets and operating time; products/services
 Room service, long distance facilities. Business center, laundry, etc.
“Mr./Mrs. Jones, the hotel has provisions for 24 hours room service. The room service menu is on top of the night table.
You may also dine at some of our outlets like Café‟ Cristina operating from 6:00 Am to 12:00 PM. Serving breakfast, lunch and
dinner. You may also avail of our laundry service. There is a laundry bag in your drawer together with the laundry rates. Should you
wish to go for entertainment, our hotel has, and entertainment bar called MIT Resto-bar, operating from 8 PM to 12 midnight.”
11. Take leave of the guest and ask if everything is ok. As a last gesture he shall assure the guest of his willingness to
be further help and bid him pleasant and enjoyable stay.
“Is everything satisfactory Mr. Jones is there anything else I can do for you, sir?”
“Please call us should you need further assistance with the nos. ________” “I hope you‟ll enjoy your stay in our hotel.”
12. Inform the Bell Captain or Front Office Manager of unusual behavior of the guest or condition of the baggage,
He must also call the attention of the housekeeping Supervisor upon noticing defect of the room.
13. Record the check-in on the Bellman Control Sheet, indicating the name of the bellman/butler, the number of
luggage and the room number.
Grooming Standards of a Butler

Practice grooming standards of a butler.
1. HAIR
 Clean, neatly combed; no dandruff.
 Ladies‟ hair should be clipped on both sides or breaded (if it is long).
 Length of men‟s hair should not go beyond collar and the side hair must not cover the ears.
 Bangs should be avoided.
2. UNIFORMS

127
 Must be comfortably fit, no sagging hemline.

 Properly buttoned; sleeves should never be folded nor rolled.
 Clean and well pressed; free from stains nor wrinkles
3.FACE
 Men - free of beard and moustache.

 Ladies - must have light and appropriate make - up that should be retouched from time to time.
 Free from pimples and blemishes
4. MOUTH
 Free from bad breath; mouth wash to be used to ensure fresh breath.
 No tooth decays.
5. EARS
 Clean and free from visible dirt inside and outside.

 Earrings are never appropriate for men; ladies in uniform should never wear dangling earrings BODY  Free from body
odor; deodorant to be used daily.
 Daily shower is a “must”
6. FINGERNAILS
 Clean and free from dirt.

 Men - nails should be short and properly trimmed.
 Ladies - avoid very long fingernails and must always be clean and well-manicured. If nail polish is used, it should look clean,
fresh, and not tattered.
7. SHOES AND SOCKS
 Should be clean and well-polished, heels in good condition.

 Black socks for men and changed daily with fresh ones.
 Ladies should wear stockings but must ensure it has no “run” or damage.
8. PERFUMES
 Not allowed much as the smell contaminate the food
9. EXCESSIVE JEWELRIES
 not appropriate
PACKING AND UNPACKING OF GUEST THINGS
Procedure in Unpacking and storing guest things:
a. Sort
Separate items like; under wears, clothes from white to colored; heavy to light clothes or according to guest instructions
and put in the guest dresser.
b. Segregate soiled clothes

Washable to dry clean or according to guest instructions
c. Hang clothes
Long sleeves, pants, blouses, and other clothes that need to be hanged or according to guest instructions
d. Arrange clothes, shoes, and the like according to guest instructions
Packing Procedure:
a. Pack first the heavy ones in the luggage, like pants, trousers, etc.
b. Next are the light clothes like blouses if female guest or polo for male guest
c. Third are the light ones like handkerchiefs, neck ties, or accessories especially if it is female guest
d. Shoes are to be packed according to guest instructions.
CLEANING OF GUEST SHOES
1. Follow the correct procedure in cleaning shoes.

2. Use appropriate cleaning materials in cleaning shoes.
Cleaning Materials in Cleaning Shoes

128
1. Shoe Polish (Paste, Liquid) Black White for other colors

2. Shoe Brushes and cloth
Procedure:
1. Wipe the shoes with damp cloth removing soilage of the shoes.
2. Apply shoe paste, considering the color of the shoes.
3. Brush the shoes with shoe brush.
4. If decorated or beaded shoes use soft brush. Do not apply shoe paste.
5. Wipe again the shoes to add shiny and present to your guest.
Criteria:
 Evenly application of shoe polish
 Evenly shine
PRIVACY AND CONFIDENTIALITY OF GUEST
Responsibilities of a Room Attendant/Butler
1. Upon receiving the guest, do not create any conversation regarding his personal information. It will be alright to know his
name and the room he will be check-in.
2. Do not ask about sensitive information of the guest such as his race, ethnic origin, political opinion, religion and other beliefs,
criminal background, or the like.
3. If he asks you to unpack his luggage, do so, but if he do not like do not insist.
4. If you unpacked the luggage and you saw any confidential things in his luggage, do not tell anybody but only to your supervisor.
Make it secret.
5. Do only what the guest instructions; do not touch his things unless he told you to do so.

129
NAME: _______________________________ DATE: ________________ SCORE: _________
ASSESSMENT
JOB SHEET 2
TITLE: BELL BUTLER SERVICE
In a simulation, you should be able to follow the procedure in bell service.
SUPPLIES/MATERIALS: Vin Card, Key
EQUIPMENT : Luggage
STEPS/PROCEDURE:
1. Greet and Welcome the arriving guests.
2. Offer to unload guest‟s luggage from the vehicle.
3. Unload the guest‟s baggage, count each piece and inform the guest of the total count for the latter to check and
ensure that his entire traveler‟s effect s are taken out of the cab and accounted for.
4. Direct the guest to the Front Desk while carrying the luggage in the cart.
5. As guest registers, stand by to receive rooming instructions from the desk clerk.
6. Receive key and rooming instructions from the desk clerk then lead the guest to his room.
7. Receive key and rooming instructions from the desk clerk then lead the guest to his room.
8. The bellman/butler shall open the room with the key/bin card and switch on the light, and then let the guest in. He
shows him the room and brings in the baggage. He shall explain the use of facilities in the room such as air-conditioning
thermostat control, bathroom light switches etc. Explain operation of TV if it needs special instructions.
9. Inspect room and bathroom. Check for busted bulbs, dirt, and defective amenities.
10. Sell hotel services, inform guest of:
a. Outlets and operating time; products/services
b. Room service, long distance facilities. Business center, laundry, etc.
c. Take leave of the guest and ask if everything is ok.
d. As a last gesture he shall assure the guest of his willingness to be further help and bid him pleasant and enjoyable stay.
ASSESSMENT METHOD:

130
CRITERIA YES NO
Did you….
1) Rapport is established and feeling s of goodwill is enhanced between the guest and the
establishment through good oral and written communication.
2) Information about individual guest is accessed and utilized to provide personalized and quality
service
3) Valet grooming and communication standards are followed in accordance with establishment
standards.

131
JOB SHEET 3
TITLE: PACKING AND UNPACKING OF GUEST THINGS
Given a guest clothes and properties, you must be able to follow procedure in packing and unpacking of guest clothes.
SUPPLIES/MATERIALS: Guest clothes and properties
EQUIPMENT : Luggage
STEPS/PROCEDURE:
A. Packing
1. Check the condition of the luggage
2. Start packing from the heaviest to lightest
3. Breakable items should be wrapped inserted in between clothes
B. Unpacking
1. Open luggage
2. Remove breakable items
3. Start removing from the lightest to heaviest.
4. Hang those items that need to be hanged.
5. Folded items should be placed in the shelves.
ASSESSMENT METHOD:

132
CRITERIA YES NO
DID YOU….
PACKING
1. Check the condition of the luggage?
2. Start packing from the heaviest to lightest?
3. Wrap breakable items and insert in between clothes?
UNPACKING
1. Open luggage?
2. Remove breakable items?
3. Start removing from the lightest to heaviest?
4. Hang those items that need to be hanged?
5. Fold items and place in the shelves?

133
JOB SHEET 4
TITLE: CLEANING OF GUEST SHOES
Given a shoe you must be able to clean shoes following the procedure.
SUPPLIES/MATERIALS: Shoe paste and shoe brush, guest shoes
EQUIPMENT : NONE
STEPS/PROCEDURE:
1. Prepare tools, materials, and supplies in cleaning shoes.

2. Wipe the shoes with damp cloth removing soil off the shoes.
3. Apply shoe paste, considering the color of the shoes.
4. Brush the shoes with shoe brush.
5. If decorated or beaded shoes use soft brush. Do not apply shoe paste.
6. Wipe again the shoes to add shiny and present to your guest.
7. Present to the guest
ASSESSMENT METHOD:

134
CRITERIA YES NO
Did You….
Prepare tools, materials, and supplies in cleaning shoes?
Wipe the shoes with damp cloth removing soilage of the shoes?
Apply shoe paste evenly considering the color of the shoes?
Brush the shoes with shoe brush?
Use soft brush in cleaning shoes with accessories?
Buff the shoes to make it shiny?

135
 Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING MANAGEMENT

 Roldan, Amelia S. FRONT OFFICE PROCEDURES & GUEST RELATIONS
 Roldan, Amelia S. OPERATING A HOTEL & RESTAURANT BUSINESS
 www.made-in-china.com
 www.cw-usa.com
 www.shopwynns.com
 www.kabodle.com
 www.ukwellborn.com
 www.suwanneereptiles.com
 www.nsclub.net
 www.fotosearch.com
 www.greenerhomecleaners.com
 www.e-how.com

136
SUMMARY
Student’s Name:
Course Code:
Course Description:
The evidence must show that the student has Date Remarks:
performed the following… Performed:
----------------------------------------------------------------------------------------------------------------------------- -------------------------------------
STUDENT’S CLEARANCE
MIDTERM PERIOD
Student’s Name: ___________________________________ Date Start: ____________ Date Ended: ____________
Department Cleared By: Date Signature Remarks

Library
Accounting
Laboratory
In-charge/ Instructor
Note: Submit your clearance to your Instructor for the issuance of your MIDTERM EXAMINATION and MANUAL for
FINAL.

137

HPC 3 Midterm 2

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SURIGAO DOTORS COLLEGE

Hospitality Management Program

HOUSEKEEPING OPERATIONS: HOUSEKEEPING SERVICES TO THE GUEST

SDC PROPERTY/ARVIE TEJADA/HPC 3

NAME: _______________________________ DATE: ________________ SCORE: _____/20

INFORMAL ESSAY RUBRIC

FEATURES ACCOMPLISHED CAPABLE BEGINNER

 Virtually no  Few spelling,  A lot of spelling,

SDC PROPERTY/ARVIE TEJADA/HPC 3

Specific Learning Outcomes:

Types of Accommodation Properties

Types of Guest Requests

 Need for item sent to the room

 Lost and found

SDC PROPERTY/ARVIE TEJADA/HPC 3

Handling guest requests promptly

The basis for providing excellent levels of customer service in housekeeping

Handling guest complaints

SDC PROPERTY/ARVIE TEJADA/HPC 3

Use guest name where possible

These usually reflect generally applicable standards of courtesy, such as:

Housekeeping Request from Staff

Types of staff requests

SDC PROPERTY/ARVIE TEJADA/HPC 3

Housekeeping Request According to Enterprise Requirements

Confirm and note details of the request

Noting details of what is needed

Keys to agreeing on a timeline

SDC PROPERTY/ARVIE TEJADA/HPC 3

Sometimes you don’t need agreement

Examples of breakdown in providing housekeeping services to rooms

SDC PROPERTY/ARVIE TEJADA/HPC 3

Keys to making apologies

The apology should never:

Chemical A product, normally in liquid format, used to clean a surface

Clean Free from dirt; unsoiled; unstained

Defect A shortcoming, fault, or imperfection

Any chemical agent used chiefly on inanimate objects to destroy

Fittings Anything provided as equipment, parts, supply

Furnishings Furniture, carpeting, etc., for a house or room

Housekeeping The maintenance of a house or domestic establishment.

A small kitchen or part of another room equipped for use as a

Articles of clothing, linens, etc., that have been or are to be

Malfunction Failure to function properly

Manual handling The act of pushing, pulling or lifting

Planning The act or process of making a plan or plans

Policy A rule, a definite course of action

Polish To make smooth and glossy, especially by rubbing or friction

Procedure A particular course or mode of action

Providing housekeeping items including equipment, cleaning

Strip To remove bed linen from a mattress

Suite Hospitality accommodation containing more than one room

A transport vehicle used in housekeeping to move supplies from

Important Registers Maintained by Housekeeping

 Expected Arrival Register

 Room Status Register

 Guest Call Register

GUEST CALL REGISTER

 Guest Loan Register

GUEST LOAN REGISTER

 Missing Article Register

 Guest Supplies Control Register

NAME: ___________________ DATE: SCORE: _/20

NAME: _______________________ DATE: SCORE: _

NAME: ___________________ COURSE & YEAR LEVEL: DATE: _

NAME: ___________________ COURSE & YEAR LEVEL: DATE: _

NAME: _______________________ DATE: SCORE: _

NAME: ___________________ DATE: SCORE: _/30