SY 2020-2021 Housekeeping NC II Module Overview

SY 2020-2021
HOUSEKEEPING NC II
MODULE
LO1: PROVIDE Program Overview
HOUSEKEEPING
The HOUSEKEEPING NC II Qualification
SERVICES TO GUESTS
consists of competencies that a person must
LO2: CLEAN AND achieve to prepare guest rooms, clean public
areas and equipment, provide housekeeping
PREPARE ROOMS FOR services, provide valet services, handle
INCOMING GUESTS intoxicated guest, and laundry linen and guest
LO3: PROVIDE clothes to a range of accommodation services.
VALET/BUTLER SERVICE
LO4: LAUNDRY LINEN
AND GUEST CLOTHES
LO5: CLEAN PUBLIC
AREAS, FACILITIES AND PREPARED BY: Mary Jane A.Ocampo
1XEQUIPMENT
LO6: DEAL WITH/HANDLE
INTOXICATED GUESTS
TABLE OF CONTENTS
PAGE
INTRODUCTION……………………………………………………………….
CHAPTER LO1- Providing Housekeeping Services
Information Sheet 1.1 ………………………………………………………………4
Information Sheet 1.2………………………………………………………………13
CHAPTER II LO2 Clean And Prepare Rooms For Incoming Guests

Information Sheet 2.2……………………………………………………………….41
CHAPTER III LO3- Provide Valet/Butler Service

Information Sheet 3.1 ……………………………………………………………….87
Information Sheet 3.2………………………………………………………………..93
CHAPTER IV LO4- Providing Laundry Services To Guests

CHAPTER V LO5- Clean Public Areas, Facilities And Equipment

CHAPTER VI LO6- Deal With/Handle Intoxicated Guests

2X
INTRODUCTION
Housekeeping refers to the upkeep and maintenance of cleanliness and order in a house
or a lodging establishment.
Housekeeper is one who is responsible for administering housekeeping maintenance and
that all occupants are made comfortable, safe, and protected.
TYPES OF HOUSEKEEPING
1. DOMESTIC HOUSEKEEPING
- refers to housekeeping maintenance in a house. It covers bedrooms, kitchen,
dining, receiving area, grounds and the surrounding areas within the house.
2. INSTITUTIONAL HOUSEKEEPING
- applies to housekeeping maintenance in commercial lodging establishments
like hotels, resorts, and inns.
It covers the following areas:
Guest rooms, hallways and corridors, lobby, public rooms and restaurants, offices,
stairways, windows, stores, grounds, linen and laundry area.
Housekeeping job in commercial establishments is more complex to manage as

compared to domestic housekeeping.
SCOPE OF HOUSEKEEPING MAINTENANCE

Guestrooms Maintenance
Maintaining cleanliness and orderliness in the guestrooms.
Furnishing the room with the necessary amenities and supplies such as bed, linen,
appliances, etc.
Attending to service request of house guest.
Keeping the area free of safety hazards.
Maintenance of Public Areas

Maintaining cleanliness and orderliness in all public areas which include lobby, corridors,
function rooms, grounds, etc.
Maintaining the upkeep of the surroundings of the building by keeping it clean and free of
liters.
Maintaining an attractive landscape to enhance eye appeal.
Keeping the public areas free of safety hazards.
Undertaking minor repair like busted bulbs, broken furniture, etc.
Maintenance of Linen / Laundry Service
3X
Collecting and delivering laundry items for house guests or in house occupants.
Washing, drying, and ironing guest laundry as well as linens used in banquet functions,
food service and guestrooms.
Mending service
Washing, Issuance, Repair and Inventory of Employees’ uniforms
Installation, Cleaning and Maintenance of Fixtures and Facilities
Provision of special services like babysitting
LO1
Providing Housekeeping Services
Objectives:
At the End of this unit, students were able to:
1.1 Receive housekeeping requests;
1.2 Provide/ Service housekeeping requests;
1.3 Provide advice to guest;
1.4 Liaise with other department
INFORMATION SHEET 1.1

Types of Accommodation
City Center Hotels -hotels within the main parts of the city.
Hotels in this category vary from economy to luxury type of
hotels.
Example: City Center Hotel, Bagiuo City
Sub urban Hotels – usually smaller than hotels in the city

but also offer the same services and are located outside of
the city center.
Example: Taal Vista Hotel
Airport Hotels -hotels that were specifically built with air

travelers in mind as primary costumer.
Example: Water Front Hotel and Casino Mactan
4X
Highway Hotels – hotels designed for road travelers who
want to stay overnight
Example: Kabayan Hotel – Pasay
Convention Hotels – hotels that are able to accommodate a

convention and provide lodging to the participants
Example: Crowne Plaza Hotel, Pasig City
Commercial Hotels – usually located in downtown area and

are smaller than convention hotels.
Example : The Bayleaf Hotel Intramuros, Manila
Resort Hotels- hotels located in tourist attraction like

beaches and offer recreational amenities
Example: Shangri- La Resorts and Spa, Cebu
Casino Hotels- hotels that have a casino

Example: Solaire Resort and Casino
All-Suite Hotels – rooms are larger than normal hotel rooms

and the sleeping area are separated from living area. Some
even have kitchen.
Example: Discovery Suites Hotel at Pasig City
5X
Botique Hotels – sometimes known as “ design hotels” or “lifestyles Hotels”. These Hotels
are a lot different from the typical city hotels in terms of size and feel; boutique hotels
seems to be smaller and more intimate. Botique hotels are also more appealing.
Example: The Cocoon Botique Hotel at Quezon City
Historic Conversion Hotels – Properties with historic

importance that have been converted to hotels
Example: The Henry Hotel, Pasay
Apartments Hotels – established design for long term use.

These hotels are usually fully equipped with kitchen, laundry
room, business services and some housekeeping services.
Example: Ascott Hotel , Makati
Guest Houses -like bed and breakfast inn, these are small
hotels with less facilities. The difference is some guest
houses, the owner live in the same property
Example: Birang Guest House, Palawan
Hostels – the cheapest among land based accommodation

catered to budget conscious travelers. These are usually in
dormitory style wherein there is a common bathroom and
have rooms that maybe shared with other traveler.
Example : Z hostel , Manila
Villas or Chalets – like bread and breakfast inn, these are

like small hotels with less facilities. The difference in some
guest houses, the owner lives in the same property.
Example: Karuna El Nido Villas, Palawan
6X
Tents – these are tents offered for camping in resorts. These tents vary from being a bare
up to being a almost complete rooms with mattress, chairs and tables, and lighting inside.
Example : “Glamping” accommodation in most beach resort
Star Rating of Hotels
Hotels all over the world are categorized based on a rating system that classifies hotel
based on its quality – on-site facilities , amenities, quality of comfort and services , and
decorative feature. Star rating ranges from 1-star to 5-star nut in some count, this may
range up to 7-star.
1-Star Hotels
These are usually for budget conscious travelers. These establishments provide the
minimum of services. Facilities are also limited and are often shared with other guests. If
food is available it is usually just breakfast.
Examples: Go Hotels, Sea Bird Hotel Boracay
2 Star Hotels
The hotels are slightly above one-star hotels and may provide more services and facilities
such as larger rooms, better quality furniture, and recreational facilities. Although more
expensive than one-star hotels, these are still considered good value for money.
Examples: Red Planet, Saniya Resort.
3 Star Hotels
A very good level of accommodation. Spaces are bigger and have a higher quality of
facilities and services offered compared to one-and-two-star establishments.
Example: Kabayan hotel, Tides Hotel Boracay, Copacabana Apartment Hotel
4 Star Hotels
Establishments that are upscale in all aspects. Accommodation is refined and stylish.
Service is very responsive and often includes a wide range of facilities. Excellent attention
to detail and hospitality.
Example: Belmont Hotel, Thunderbird Resort and Casino, and Discovery Suites
Manila
5 Star Hotels
These establishments are the very best in the industry. They offer the most luxurious
accommodation and excellent delivery of services.
Examples: Solaire Hotel, Conrad Hotel, Shangrila Boracay, and Fairmont Hotel
7X
Organizational Structure
In order for you to have a better understanding of the different jobs under the
Housekeeping Department, we will have to locate first these specific jobs within the
organization of a hotel. In this way, you will learn the proper organization from the specific
positions up to the management level.
Sample Organizational Chart Of Housekeeping Department
Executive
Housekeeper
ASSISTANT
EXECUTIVE
HOUSEKEEPER
Public Area Laundry Valet Service Admin

Room Supervisor Supervisor
Supervisor Supervisor Supervisor
guest room Public Area Laundry

Attendant valet runner housekeeping
attendant Attendant
coordinator
DISTRIBUTION OF HOUSEKEEPING RESPONSIBILITIES

Executive Housekeeper or Housekeeping Manager
- Responsible for maintaining a smooth and efficient flow of operations in the

Housekeeping Department; sees to it that housekeeping maintenance is carried out in
accordance with prescribed standards and policies.
Planning and problem-solving function
Organizing function
Leading and Directing function
Controlling function
Guest Relations
Valet Runner
What is a Valet Runner?
The valet runner offers valet services under the housekeeping department. He/She
ensures that all the guest’s needs are met, including unpacking and packing clothes,
8X
cleaning and polishing shoes, etc. He may also be required or requested to run errands for
the guests.
Duties and Responsibilities
Services can include, but are not limited to:
Professionally and confidentially communicating
Perform unpacking /packing guest luggage
Cleaning and polishing shoes
Check guest laundry and dry cleaning needs
Repairing of clothes and other guest belongings
Organizing guest activities and needs such as secretarial duties, restaurant bookings, car
hire, tours, specified purchases of gifts or other items
Provision of concierge function
Recommendations for dining and shopping
Suggestions for transport and sight-seeing
Options for tourism and leisure activities
Acquisition of personal services
Making, altering or confirming travel arrangements.
Please watch this link https://youtu.be/22SZzMntxwg
Laundry Attendant
What is a Laundry Attendant?
The role of the laundry attendant is to issue uniforms and linen to staff according to
systems and procedures laid down by the hotel management. He/She also takes inventory
and control movement of soiled, damaged and fresh linen and uniforms.
Duties and Responsibilities:
Issue linens and uniforms
Check and count laundry items
Sort laundry items for washing, pressing or dry cleaning
Tag laundry items
Check laundry items for stains and/or damage
Perform necessary repairs
9X
Perform appropriate laundering process
Perform correct packaging of laundered items
Arrange the charging of the guest account and produce any necessary records
Please watch this link https://youtu.be/35UtBHrGiz4
Public Area Attendant

What is a Public Area Attendant?
The Public Area Attendant keeps all lobbies and public facilities (such as lobby restrooms,
telephone area, the front desk, and offices) in a neat and clean condition.
Duties and Responsibilities:
Cleans rooms, hallways and restrooms
Cleans and maintains restaurants and banquet halls
Sweeps carpets
Empties ashtrays and urns
Polishes furniture and fixtures
Vacuums and polishes elevators
Keeps the front of the hotel free from trash
Cleans rugs, carpets and upholstered furniture using a vacuum cleaner, broom and
shampoo machine
Washes walls and ceilings, moves and arranges furniture, and fixtures.
Sweeps, mops, scrubs, waxes, and polishes floors
Dusts and polishes metal work
Maintains housekeeping carts
Removes trash collected by room attendants
Upkeeps responsibly all the equipment which he is using i.e., vacuum cleaner, trolleys,
scrubbing machine
Maintains a time schedule for cleaning of his areas
Performs spring cleaning of his area as per the schedule is given to them
Enters into offices with appropriate authority for maintenance or other activities like pest
control, shampooing of carpet, etc.
Please watch this link https://youtu.be/lGYZb5Veizk
10X
Guest Room Attendant
What is a Guest Room Attendant?
The Room Attendant performs scheduled duties in cleaning and servicing of guest rooms
and baths.
Duties and Responsibilities
Clean and store cleaning equipment properly
Clean room according to operational standards
Check operational readiness of all items
Replenish guest supplies and room equipment
Report room defects and damaged items
Report suspicious items and situations
Handle lost and found items
Provide turndown service
Please watch this link https://youtu.be/Xlz1qcodyM0
SELF CHECK 1.1.1

Direction: Answer the following:
List down (5) examples of 5 star rating hotels in the Philippines and describes each
facilitiesand
amenities.__________________________________________________________________________
___________________________________________________________________________________
11X
If you are given a chance to choose a types of accommodation, what it is and why?
________________________________________________________________________________________
____________________________________________________________________________________
What are the contribution of hotel industry to country’s economy?
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
___
II. Direction. Write TRUE if the statement is correct and FALSE if wrong.
_______1. The Executive Housekeeping manager oversee the overall operation of the hotel.
_______2. The Valet Attendant can do errands for the guest.
_______3. The Guestroom Attendant was responsible for keeping the lobby clean.
_______4. A Valet Attendant should do the unpacking of guest clothes if requested.
_______5. A housekeeping staff should always have a good communication skills.

Accepting Housekeeping Requests
Watch this video link https://youtu.be/arDXKVqHnnY
Guest Requests
Need for an item sent to the room
A guest may request items or services such as:
12X
Additional equipment – for equipment not usually provided in the guest room
Valet or laundry service – which is quite common for guests staying long-term
Additional bedding – if the quantity or quality of bedding provided is not enough for the
guest
Additional coffee, tea, and sugar packets – one of the most common requests, especially
when the guest spends a lot of time in the room
Extra crockery or cutlery – if the room features a kitchen or kitchenette
Vases – for flowers delivered
Replacement items for defective ones (hairdryers, toasters, electric jugs)
Extra bathroom supplies (shampoo, soap, conditioner)
Extra stationery items – notepads, envelopes
Extra towels – especially when the establishment has a swimming pool
Extra hangers – for clothes
Power outlet converter/adaptor – sometimes electronic devices of foreign guests do not
match with the hotel’s power and socket types
Ice and ice buckets
Servicing of Room
Re-cleaning of a room – sometimes a guest will request for a repeat service if they think
the initial service provided is not to their liking.
Clean – up after a room party.
Special room service in case the guest spilled something.
Repairs
Repair or replacement of broken equipment – remote controls, broken lights.
Instructions for in-house equipment – for TV, DVD, air conditioner, lighting and heating
controls such as the water heater.
Lost and Found

13X
Sometimes guests will contact the housekeeping department for items they have found in
the room that does not belong to them or personal items that they might have left after
checking out.
The Housekeeping department is usually the assigned office in handling Lost and Found
items because these items are usually found in guest rooms.
Requests from Staff
Housekeeping does not only serve guests. It also caters to requests from other
departments. Though these requests are internal, housekeeping should try to comply with
these requests in a professional manner. Some common internal housekeeping requests
are:
Cleaning
Cleaning of furniture, carpets, windows, floors, and bench surfaces
Emergency cleaning – for unexpected cleaning requests
Cleaning of staff changing rooms (or locker rooms)
Staff Uniforms
Order and supply of staff uniforms
Laundry of staff uniform
Provision of Supplies
Cleaning of linen for Food and Beverage Department
Towels for the gym
Security
Checking of rooms for safety concerns
Checking of the guest room doors and emergency exits
Participate in emergency evacuation procedures
Other Tasks
Move room service trays from room to appropriate storage area
Checking of mini bars for departing guests
Checking of the actual status of rooms – if rooms are really occupied or not
As stated before, handling of other department’s requests must be done in a timely

manner. These requests are being made not for the benefit of the requesting department
but for the guests. Therefore, doing them is helping the establishment as a whole.
Providing Excellent Levels of Customer Service in Housekeeping
14X
To make guests’ stay more comfortable, housekeeping staff must have a good
relationship with guests. This can be done through:
Good personal presentation – as determined by house rules regarding uniform and
personal hygiene
Greeting guests by their last name if known
Providing excellent service at all times
Giving the impression to guests that service provided is done with pleasure
Not rushing service delivery
Making sure to ask the guest anything they still want after delivering an item or service
Providing accurate information to guests about the facilities of the establishment, local
tourist destinations, must try restaurants or places to visit, travel tips, local customs etc,
Assisting guest in public areas – could simply mean assisting them with their luggage,
opening doors for them, holding the elevator for them
Smiling
Handling complaints professionally
Using Guest Names where Possible
It is a standard procedure among establishments that guests are addressed using
their last name unless otherwise instructed by the guest themselves to address them
differently. Addressing the guest by their name is a way of personalizing the service
provided. Remember to follow in-house policies in addressing the guests.
Tips for Using Guest Names
Again, use the guest’s last name unless instructed not to
Never use nicknames
Get the pronunciation right – if unsure, just use Sir or Ma’am
If guest’s name is unknown – use Sir or Ma’am
The best practice is to find out the names of the guest yourselves through the front office.
Again, if you are not sure, just use Sir or Ma’am.
Handling Complaints
Guest comfort does not just mean providing guests with clean rooms or giving them
items that they need. Housekeeping staff may also encounter requests from guests
relating to:
Noisy people in the room next doors
Poor views from the balcony
15X
Noisy elevators near the room
Noise outside the room which disturb guests from sleep
Lack of facilities in the room
Quality of facilities that is below guest expectations
Advertising that has created expectations and is not being met.
In some cases, housekeeping staff cannot directly address these issues themselves and
must coordinate with other departments. The responsibility of the housekeeping staff is to
only notify the authorized personnel and make sure that the item or service has been
delivered immediately.
Handling Guest Requests Promptly

Housekeeping staff is very busy during their shift. They have set a number of tasks
to be done before their shift ends. In spite of this, housekeeping staff must still ensure
that guests requests will be handled properly on top of their usual cleaning assignments.
In case the housekeeping staff cannot immediately deliver the item or service being
requested by the guest. It is advised to inform the guest the exact time on when the item
or service will be made available.
However, there will also be instances when a guest asks for a particular request and
the housekeeping staff is unable to give a definite answer on whether the service or item
can be delivered or not. In this case, the housekeeping staff should seek further
information about the item or service that is being requested or refer the guest to an
authorized staff who has more knowledge on the requested item or service.
Always remember to inform the guest of how their request is being handled and
keep them updated on the status of their requests.
Tips for Handling Guest Complaints
Even with excellent service, complaints are inevitable. In fact, some requests are due to
complaints.
Remain pleasant and courteous at all times but do not smile while the guest is
complaining
Listen first, do not interrupt the guest
Know the procedures for handling guest complaints as each establishment have their own
set of rules
Inform the guest how their complaint to be resolved and if they are okay with the way their
request is to be handled.
Focus on the issue and do not be affected personally by the complaint
16X
Apologize to the guest
Notify your immediate supervisor and get his/her feedback on how you handled the
situation
SELF CHECK 1.2

Write true if the statement is correct and False if wrong
________1. Some of request are due to the complaints of the guest.
________2. You should always focus on the guest complaint and do not take it personally.
________3. The housekeeping can also accept request from other departments.
________4. Personal hygiene is least important for providing excellent service.
________5. Housekeeping should delay request from other staff.
Answer the following questions.

How will you resolve complaints from the guest? Write your solution for each scenario.
Noisy people in the room next doors
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
17X
Quality of facilities that is below guest expectations
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
Poor views from the balcony

______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

RECORDING HOUSEKEEPING REQUESTS
Watch this video link https://youtu.be/nAVHv6hWEv0
Confirming and Noting Details of Complaints

Every time a guest would make a request, always remember to repeat the details for
clarification. You may also extract more details from them, if necessary, to avoid
complaints.
As an example, if a guest requests for towels, you need to clarify what type or size of
the towel is being requested.
There will also be instances when the guest will ask for recommendations. Remember
to be honest at all times so as not to disappoint the guest. Being truthful is better than
their expectations not being met.
Noting Necessary Details
Never rely on memory alone, it is advised to always take down notes especially when
the guest has multiple requests.
18X
Write down only what is relevant to the request as some unnecessary details might
confuse you and lead to a wrong delivery of item or service.
Taking notes or writing down details is advised both for face to face interactions and
through phone conversations with guests. A pen and a paper should always be placed
beside the telephone in the housekeeping office while housekeeping staff should always
prepare themselves for a possible guest interaction by bringing a pen and a small
notebook with them.
When a guest is making a request, write down the following:
Guest name
Room number
Specific details of the request – type of item or service, and quantity (if applicable)
Time of delivery of item or service
Again, confirm to the guest the request details by repeating to them what was written
to your notes. This will save you time and effort and will spare the guest from
frustration if the wrong item or service is offered.
INFORMATION SHEET1.4
ADVISING A GUEST OF THE TIMELINE
Watch this link https://youtu.be/po_J8jHbTs0

Agreeing on a Timeline
Keys to Agreeing on a Timeline
Timeline for complying with a guest request should always be reasonable and achievable.
It would be better if the guest agrees on the timeline set, however, sometimes guest’s
timelines are unrealistic. Obtain an agreement from the guest as much as possible, but
when you cannot agree on a timeline, deliver the item or service as soon as possible.
Always consider that you have other tasks for the day that needs to be done. It is always
good to make ‘under promise’ and ‘over deliver’. For example, when you informed the
guest that their request would be delivered in 5 minutes but it would actually take 10
minutes, the guest would be disappointed or frustrated with your service. In this instance,
it would be better to tell the guest that their request would be delivered in 15 minutes and
then deliver it in 10 minutes or less. This way, the guest would tend to be impressed with
the ahead of schedule response.
19X
Don’t be pressured into promising a timeline that cannot be met. It would be better to
politely explain to the guest the reason why the requested timeline cannot be achieved.
Then, assure the guest that you will handle their request as quickly as possible.
Instances When Agreement is Not Necessary
Usually, guests appreciate it when their request is supplied by a timeframe. The time
frame is added before asking the guest for any request.
Example:
“Certainly Ms. Palima, that’s 2 extra bottles of shampoo and 2 extra soap for Room 625.
We’ll deliver the items in 5 minutes. Is there anything else you need?”
By providing the timeline, the housekeeping staff shows that the request has been taken
seriously. This also sets the expectation of the guest. In the above example, the guest is
expecting for the items to be delivered in 5 minutes. The housekeeping staff must do his/
her best to deliver the item within the promised time period. Disappointment and
frustration form guests come from unmet expectations.
In case the delivery of item or service would be adjusted, it is your duty to advise the guest
accordingly. Inform the guest immediately of the new timeline-what is already being done
and the reason why the timeframe is adjusted.
Time Delays
Despite giving it your best, there will be instances when the time agreed to will not be met.
In this case, apologize to the guest and take the necessary action to reduce the time delay
as much as possible.
Examples of causes of time delays:
Below standard servicing of guest room – cleaning was not done properly and supplies
were not stocked
A previous promise to deliver something is not fulfilled – a promise to replace a broken

light may not have been done. Either forgotten or the message to the appropriate person
has been lost.
A time agreement is not met – an item could be out of stock or there is limited staff to
meet the agreed timeline.
An item promised turned out to be unavailable and can’t be delivered to the guest as
promised.
In summary:
Anything that fails to deliver a service as promised
20X
Anything that does not meet the expectations laid out to the guest
Anything that fails to meet house service delivery standards
Be quick to offer a sincere apology when a guest’s expectation is not met or the
housekeeping failed to meet the establishment’s standards.
This way, the guest would also adjust his / her expectations. They may not even approve
of the new timeline but at least they are properly updated. Doing this will help improve
customer satisfaction.
If you cannot personally deliver a request made by a guest, ask for help from fellow staff.
Keys to Making Apologies

Every time there is a delay in the delivery of service, housekeeping staff must apologize.
In making apologies, the staff must be sincere but should not take a long time to do so.
Apologize for the lack of item or service and for the inconvenience it might have caused the
guest.
Tips:
Never blame anyone when making an apology
Never say bad things about the establishment
Establishments usually offer something to guests as compensation for any inconvenience
it caused them. Be sure to check your hotel’s policies regarding this.
21X
SELF CHECK 1.2.2
Write your own script on recording guest request and informing them the timeline of their
request you can base it on the video link but do not copy the full script.
PERFORMANCE TASK 1.2.1

Make a video presentation on recording guest request and informing them the timeline of
their request base on your written script.
22X
INFORMATION SHEET.1.5
PROVIDE HOUSEKEEPING REQUESTS
As we have learned previously, guests and staff may have requests that have to be
addressed. In some instances, you can do this by yourself while at other times, it has to be
done with the help of another hotel staff.
Guests have no concern over who handles their request. As long as their request is given
at an appropriate time, they will be satisfied.
Liaise with other staff to obtain and/or deliver identified service or items
The Need for Teamwork
On some requests, there would be a need for teamwork among housekeeping
personnel or other departments.
For example, a high volume of spillage in a room may be better dealt with two (2)
Guest Room Attendants rather than just one. This will speed up the time of cleaning
and disturbance to the guest.
Another example is when furniture has to be moved. This definitely requires a team
effort in lifting and moving the furniture.
23X
Whenever you feel like you are unable to comply with a request by yourself, ask
others for help. Just keep in mind that you have to be willing and ready to help
others as well.
Safety and Security
The safety and security of staff are just as important as the guests’.
If the guest looks annoyed, angry, upset or intoxicated while servicing a room, it is
wise to seek help from another staff.
The key point here is to let others know where you are headed.
While doing regular service of a room assigned to you, other staff members can easily
locate where you are because of the room assignment sheet. However, when you
answer a call to deliver an item or service to another room, it may be difficult for you
to be located in case you encounter an emergency.
A quick call to the housekeeping office or other staff members would suffice. Inform
them of your whereabouts or location such as the floor and room number and the
time it would take you to return.
Responsibility
Regardless if the request is assigned to another staff, you have to make sure that the
request is acted upon in a timely manner.
Monitor the progress of the request, and advise the guest of the progress once in a
while and inform the guest the expected time of completion.
After the request is done, it is a good idea to check on the guest if he/she is satisfied
with his or her request.
Locate and deliver required items to guest room

Watch this video link https://youtu.be/iD4rddNQM6A
Housekeeping, most of the time, would respond to guest requests they receive. This is
relatively easy because most requests are just delivery of items that housekeeping staff
has ready access to.
In other instances, some requests may require more time and effort to accomplish.
“It’s not my job”
This is one of the phrases that should never be used by any hotel staff when responding to
guests’ request.
In the tourism/hospitality industry, it is always YOUR job to assist guests.
If the request being made is outside of your usual duties and responsibilities:
Write down the details of the request and confirm it with the guest.
24X
Pass the details of the request to the appropriate person for proper action.
Never forward the guest to another person or department. It is important for the guest to
know that the establishment is taking action now rather than passing them around to
different offices.
Passing on Requests
Some requests are already outside of your usual responsibilities. In these cases, the
relevant person must be notified of the guest’s request for proper action.
Important points:
Pass on important details of the request like the name and room number of the guest.
Ensure that the person you are passing the request to understands the request. Confirm if
they have understood the request by asking them to repeat it.
If there is a deadline agreed with the guest, emphasize this to the person you are passing
the request to.
Always confirm from guest if the request has been delivered to their satisfaction.
Requests for Information
Sometimes, it takes more time to provide information to guests than some other requests.
These can cover:
Information on the products and services available to the guest.
Use your own product knowledge about the establishment. If you are unable to provide
accurate information immediately, apologize to the guest and tell them you will get back to
them as soon as you know the information they need.
Availability of services, hours, the location of meals, services and equipment – If there are
ice machines or water refilling stations available at the hotel, operating hours of the spa,
location of the restaurant etc.
How equipment works – All Housekeeping staff are expected to know how every equipment
works in the guest room. However, there may be equipment outside of the guest room that
a guest might want to know about like gym equipment. In this case, look for the relevant
person and endorse the guest.
Information about local attractions, activities, entertainment places and restaurants –
Although this is really part of the Reception of Concierge’s job.
Guests might still ask you, because to them, you are the local person.
In these situations:
Never say that you don’t know and just leave the guest hanging. It is okay that you do not
know, your job is to help the guest know the answer.
Again, never tell the guests that giving information is not your job.
25X
Never tell the guests to look up the information from the in-room information
compendium.
Never make the guest feel like asking a question is a stupid thing to do.
Set up equipment in guest rooms

Watch this video link https://youtu.be/8HJGM8dmyTQ
There will be times when housekeeping staff would be asked to help set – up equipment
borrowed by a guest in the guest room.
These requests should be attended to immediately because guests who usually request for
assistance are waiting to use these 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
Rollaway bed
Baby crib/ cot
In-room Meetings
Guest rooms are sometimes rented by companies for their business needs like conducting
a meeting, presentations, or exposition of products. It would be the housekeeping
department’s job to move furniture and equipment around before these events take place.
Coordinate with the renting company for directions on how they want the room to be
arranged.
Elderly People
Sometimes, elderly people would have trouble using technology– based items in the guest
rooms.
It is important not to make them feel stupid while assisting them in using the equipment.
Take time to explain to them how to operate an equipment they are having trouble using.
Before leaving them, make sure they have already learned how to operate the equipment
by showing you how it is done
26X
Remember to check on them after a while to see if they are still having trouble. This
simply shows your concern to the elderly guest and is clearly an example of excellent
service.
Elderly people might also seek assistance for the following:
Moving heavy items
Getting items from high places
Obtaining items from low places
Getting a wheelchair
Rollaway or Extra beds and Baby crib/ cots
This is probably the least favorite tasks housekeeping staff likes to do.
They are difficult to move and set up which oftentimes result in injuries,
If possible, set them up in the guest rooms before the guest arrives so that you would no
longer disturb them when they arrive.
Tips:
Be careful in setting up, watch your fingers
Practice setting up the bed - it would be embarrassing for you and the establishment if
you will struggle to set up the bed in front of the guest.
Follow the instructions
Do not rush
If setting up for the first time, have an experienced staff assist you and show you how it is
done
May result to damage or theft
To free up space in the room – guests may need the space in their room that is occupied
by the equipment
To allow other guests to use the equipment who might need it
Tips:
The arrangement to pick up the item should be made as a suggestion and not as a
requirement – the idea is to provide service and not limit the guest on the use of items
Guests should be advised to contact Housekeeping if they want an extension with their
loan
27X
In case it is already picking up time and the housekeeping staff who made the
arrangement with the guest is already off – duty, then another staff in the next shift
should be assigned to pick up.
Log Books
A record of items loaned should be kept in a log book.
It should include:
Who the item was loaned to
Room number of the guest
When the item should be picked up
Name of the staff who delivered the item
Name of the staff who recovered the item
Date of Delivery
Date of pick up
Each time an item leaves and returns to the housekeeping department, the staff who
delivers or recovers the item should sign in the logbook.
Upon delivery of an item, the guest has to sign an On – loan items form (3 copies) front
office, guest, housekeeping,
Collect Items from guest rooms as required
Although most requests are items being taken to the room, there are requests which
require for items to be taken out of the room.
These items will be discussed in the succeeding sections.
Types of Items for Collection
As part of effective guest service, housekeeping staff may need to take items from the
guest room.
These items may include:
Furniture, appliances, or amenities that are not used by the guest
Housekeeping items left behind by staff
Soiled linen, towels, bath maths that needs to be replaced
Replacement items – anything that would replace a non-operational item
Previously requested items that are no longer needed
Guest items that require further action such as dry cleaning, repairs, etc.
28X
Keys in Collecting Items
Being on time is important. If you agreed with the guest to pick up an item at a certain
time, the guest would of course be expecting you to arrive at the agreed time.
Guests might have arranged their schedules considering the pick-up time and this should
be respected. It is a big deal to make a guest wait and should be avoided. Guests can
become frustrated and leave them with a bad impression about the establishment.
The key is to arrive when you are supposed to.
In case you would be late:
Arrange for someone else to pick up the item and make sure that they arrive on time
Contact the guest and make an apology, then arrange for a new timeline
Always notify the guest if you are going to be late
If the item to be picked up is heavy, ask someone to help you carry the item or bring a
trolley
Upon your arrival to pick up the item:
Knock on the door and announce “Housekeeping”
Greet the guest by name
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
Respect the privacy of the guest
Pick up the item and walk to the door
Make arrangements for a replacement item, where appropriate and a time for its delivery
Thank the guest again
Depart the room.
29X
Provide Advice to Guests
Advise Guests on Services and items Available through the Housekeeping

Department
Most guests would have a direct and clear request and are familiar with what the hotel
can actually give to them.
There are guests, however, who will not be too familiar with what the establishment can
offer and what it cannot.
It is the housekeeping staff’s responsibility to assist the guest with information about what
items and services are available for them to avail.
There will be times when the guest will tell you directly what they need and sometimes
their body language will give them away of what they want or
Items and services that may be required
The guest may require any of the following items related to housekeeping:
Additional equipment in their room
 Rollaway or extra bed – usually stored in the housekeeping department, this bed is

portable and already made up
 Additional bedding
 Extra blankets – where these are requested, it is a good idea to advise the guest that
an extra blanket is provided in the wardrobe just in case they don’t know this
 Extra pillows – as above
 Extra towels:
30X
Hand towels
Face washers
Bath towels
Floor mats
 Extra bathrobe
 Improvement in the servicing of room
 Room to be re-vacuumed
 Area to be re-cleaned
 Bed to be remade
 Items in compendium
 Extra stationery – determine what is needed and how many
 Bathroom supplies:
Extra shampoo
Extra soap
Extra shower caps
 Items for beverage making(Extra tea, coffee, sugar and milk sachets)
 Extra crockery or cutlery
 Repair or removal of broken equipment
 Electrical water jug/kettle
 Hair dryer
 Toaster
 Iron and ironing board
 Light bulb changed
 Air conditioning/heating system fixe
 Instructions on how to work equipment
 Instructions on how to work entertainment equipment
 Instructions on how to work heating system
 Instructions on operating the in-room safe.
Advise guests on the use of items delivered to guest room, if required

Occasionally, you will need to help guests use delivered or already in their room items.
This happens when the guest has no prior experience with the equipment.
It is important to remember that in these situations, guests would most likely feel
embarrassed about having to seek assistance in operating an equipment. Again, do not
embarrass the guest or make them feel stupid while assisting them.
Keys to Providing Advice
As a rule of thumb, provide advice only if you can operate the equipment yourself.
It is a requirement for most establishments that their staff knows how to operate every
piece of equipment within the guest room or those they can loan to guests.
31X
Some important aspects of providing advice:
 Explain the functions and operations of all aspects of the equipment that the guest
wants to know about – including what all the switches, knobs, buttons, and dials
do. You may not need to explain everything about the item, just what the guest
wants to know.
 Ensure that operational safety and health procedures are also followed by guests
 Use simple words – avoid using technical terms
 Test the understanding of the guest by asking them simple questions about how to
use the items.
Instructional sheets in different languages

Guests may not be familiar with the equipment in the room because:
 The maker or model is not the same they use at home

 The equipment of the hotel may be more technologically advanced
 Equipment may be controlled by a master in-room control panel
 Markings on the equipment is a different language
Regardless of the reason why the guest is not familiar with using the equipment, it is
important that housekeeping staff are able to clearly communicate to the guest the
instructions in a way that they understand.
One method used by establishments is through the use of instructions sheets in different
languages or use symbols that clearly show what to do in a particular equipment.
Advise guests on the use of items delivered to guest room, if required
Demonstrate the use of items delivered to guest room, if required
Telling a guest what to do is helpful but demonstrating it is much better, which is
sometimes what is required of the situation.
There will be times when the guest does not know the language of the staff and the only
way to get a message across is to demonstrate.
Demonstrating in a clear and concise manner is advised. However, one must make sure
that the guest has indeed understood them. Again, check this by allowing guests to
operate the equipment before leaving.
Keys to Providing a Demonstration

Remember when providing demonstration
 Make sure that the guest can see you and the actions you are doing
 Show to the guest where the in-room instructions are. In case instructions are not
available in – room, bring it to the room and show to the guest while demonstrating
 Take your time – do not rush in explaining. You might need to explain things more
than once.
 Let the guest operate the equipment while you are there – it gives them confidence
with the assurance that you are there to assist
32X
 Encourage guests to contact you in case they have questions
The Housekeeping staff demonstrating must ensure that the guest is competent in
operating the equipment. Guests might want to practice without you observing due to
embarrassment. Give space to the guest to practice operating the equipment and use your
judgment how much demonstration and instruction the guest requires.
Liaise with other staff and departments to provide supplementary advice where
appropriate
As mentioned before, housekeeping staff are required to be familiar with the use of items
and equipment in the guest room keeping in mind that the primary role of housekeeping is
to ensure that the room is clean.
Items
There are many items in the room, either readily available items or items that can be
delivered to the room. Some of these items may be:
 Technologically advanced items – computers, data projectors, internet access

 Mechanically advanced items – televisions, refrigerators, air conditioners
Although housekeeping staff should have basic knowledge on how to operate this
equipment, it is rare that a staff would have a sound knowledge of the inner workings of
every equipment and therefore not expected to demonstrate every aspect of the items.
Services
Guests may require information on events or activities in the local community of the
establishment. Since staff members do not necessarily come from the local community,
answering this in detail is not expected.
What is expected is at least a general knowledge of events and activities in the local
community.
Access “experts” to provide service
When guests need assistance that is not within your skills and knowledge, it is better to
seek the help of experts to provide further information and advice.
This must be done quickly and may require the expert to:
 Demonstrate to the guest personally what needs to be done or explain via phone
 Provide the information to a staff member and that staff member would then relay
the information to the guest
 Provide information by handing out instruction manuals, brochures, maps.
33X
Liaise with other departments
Watch video link https://youtu.be/qgyaYVK1zsY
Report malfunctions as required

There will be instances when you will come across malfunctioning equipment – either
not working at all, or is defective due to making too much noise, unsafe for use or is
damaged.
All defective items must be tagged as “Out of Order” and whenever possible, the
defective items should be removed from the room and replaced. The defective item
would then have to be recorded and marked with the appropriate action (for repair,
for replacement).
If possible, a replacement item must be sent to the room immediately so as to

maintain the service levels.
Replacement items may come from the storage room or a vacant room (which should
be replaced immediately). If needed, a new item will be requisitioned.
How to Report Problems
Traditional ways of reporting these are:

Verbally – personally or over the phone
Completing a form – check with your own hotel since each has their own standard forms
34X
If the establishment has an in-house maintenance department, the Supervisor will have to
contact them for repairs, if needed. The Supervisor is responsible for making a judgment
call on whether a broken item is for repair or replacement. The Executive Housekeeper will
be informed of the resolution of the problem.
Advise management of dangerous or suspicious circumstances
Accommodation establishment may sometimes be the place where guests conduct

their illegal activities. The housekeeping staff must be vigilant in spotting illegal
activities.
Always keep in mind that it is not the staff’s duty to intervene in these illegal
activities. What you are only required to do is to report illegal activities when you
spot one. As confronting the people behind these illegal activities might put you
and your fellow staff in danger.
Some people will try to break into guests’ rooms to steal stuff. They will observe
when the guests are out of their rooms and take advantage of their absence.
Is the activity illegal or immoral?
How this topic is handled varies from establishment to establishment.
Establishments are generally not equipped to handle illegal activities and just
report these to the police.
Whether the activity is immoral or not is a different matter as this is not governed
by local laws and is bound to personal interpretation.
It is advised that Housekeeping will only monitor or watch out for illegal activities
as meddling with “immoral” acts of guests can be considered as an intrusion of
the guest’s privacy.
Consult with your supervisor to determine which activities should be reported or
not.
Taking Action
If you happen to see a suspicious looking item or a suspicious occurrence in the
vicinity of the hotel, appropriate action must be done right away.
Appropriate action may be detailed in the standard Emergency Procedures of your

hotel which could be:
Advise the supervisor, Head housekeeper or Executive housekeeper

Inform security
Always follow your organization’s policies and procedures in dealing with such
incidents, as they can be dangerous
Examples of unusual item or situation:
35X
Unattended package left at a common area
Bloodstained item
A package left at a checkout room
Weapon found in the room
Drugs – or even packages that could have been used to carry drugs
Explosives
Evidence of drug use in the room
Suspicious occurrences or people:
A nervous or anxious person in common areas
Unauthorized person in restricted area
Violent person
Loud voices and swearing
Sounds that indicate damage is being done
LEARNING OUTCOME 2
CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS
Objectives:
Identify the role of room attendant;
Prepare for cleaning duties;
Make beds;
Clean bathroom;
Clean room;
Provide additional housekeeping services;
Prepare for next shift.

IDENTIFY THE ROLE OF ROOM ATTENDANT
36X
INTRODUCTION
The hospitality business that provides accommodation to their guests has Guest
Room Attendants (GRAs).
GRA's performance of their duty plays an important role in ensuring guest's
memorable experience and satisfaction.
The nature of the hotel business suggests that rooms are occupied by different guests
day after day. But each time a guest enters the room, he/she expects the room to be
thoroughly cleaned, safe, and comfortable. There must be no evidence of the previous
guest occupancy such as a single strand of hair, a droplet of water on a surface or
even a fingerprint.
Obviously, the primary function of the GRA is to ensure the cleanliness and
maintenance of the guest rooms, as well as the safety and security of the guest’s stay
But more than this, they should also make sure that the guests are satisfied with
every request for services.
They must also be friendly and courteous to the guests, discreet in dealing, show
product knowledge, and able to handle guest requests and complaints.
Responsibilities of a Guest Room Attendant

Guest Relations
All employees, including the GRA, are supposed to greet guests cheerfully. Most of
the time, GRAs work by themselves and must use common sense to manage
problems that occur without the supervision or help from other staff.
If there is a complaint about a room, the GRA will take care of it.
Guest Safety
Part of the duties and responsibilities of the GRA is to ensure the safety of guests and
their belongings.
Cleanliness
As discussed, the main responsibility of the GRA is to ensure that the room is clean
and presentable.
Administration and Communication
GRAs must know what rooms they are assigned to clean and in what order based on
the room status report. Administration and communication is an important aspect in
ensuring that rooms are presented to the guests clean and ready for occupancy.
Daily activities
Following is a list of activities a room attendant may be required to complete on a
daily
37X
basis. As you can see there are many activities a room attendant is responsible for in
a
normal work shift, involving a wide variety of knowledge and skills.
Prepare for work
Collect master keys
Collect daily room allocation sheets
Stock housekeeping trolleys
Stock and store supplies
Determine the order of cleaning of rooms
Identify any special requests
Enter room
Knock on door in compliance with policy
Open door
Place trolley in door path.
Clean room
Open curtains and windows for ventilation
Remove used guest amenities and rubbish
Clean showers, tubs, sinks and bathroom items
Change linen and make beds
Check for damaged linen items
Inspect rooms for safety hazards and for the operating condition of equipment and
report defects to the maintenance department
Report lost and found articles, maintenance problems or
special room problems
Dust and clean room decorations, appliances and structural
surfaces (wall fixtures, window sills, and vents)
Dust, brush, polish vacuuming furniture.
Replenish guest amenities and supplies
Check, record and replenish mini bar
Prepare rooms for guest arrival and respond to special guest
requests, such as delivering newspapers or cleaning a spill.
38X
Deliver and retrieve items on loan to guests such as iron and
ironing board
Perform rotation cleaning duties (such as. steam clean of carpets) as required
Vacuum and sweep carpets and other floor surfaces.
Mop floor surfaces as needed.
Record room status on work assignment sheets
Phone supervisor or reception updating status of room
Close door.
Provide information to guests
Listen, and respond to guests‟ requests or complaints
Explain room equipment and facilities
Explain and handle dry cleaning and laundry requests
Provide information to guests about hotel services, facilities and
other amenities
Provide information to guests about local attractions, services and
location of places for religious worship
Other specific information may include prayer and fasting times, location of prayer
mats and orientation for prayer.
Maintain storage areas and trolleys
Return trolley to storage room
Remove used and soiled linen from housekeeping cart
Dispatch soiled linen to the laundry
Replenish linen and guest amenities to normal stock levels on trolleys
Handle lost property
Clean cleaning equipment including mops and vacuum cleaners
Remove rubbish
Clean storage room floor.
Close shift
Return work allocation sheets
39X
Return keys
The following sections containing in this manual will look in detail, the steps and
techniques used to successfully complete the necessary activities expected of room
attendants.
It is commonly recognized that the role of room attendant is physically demanding
and
requires a wide scope of tasks to be performed. As such, it takes a special person
to do
the job well.
40X
PREPARE FOR CLEANING DUTIES
Replenish linen room supplies

For most activities performed by a room attendant there are clear and precise
instructions on how to perform the tasks. In this section we will identify all the
activities that will need to be performed before rooms are cleaned. As you will see,
preparation is the key in ensuring rooms are cleaned in an efficient and timely
manner. As room attendants often work in remote locations, not in close proximity
to supplies, they must ensure they have all the necessary items at their disposal
before they enter and clean rooms. Before guest rooms are serviced, there is a
need to prepare the linen room supplies and trolley that will be used to cart the
cleaning materials and the room supplies to those rooms. This section will also
identify the equipment that needs to be selected and prepared, and identify the
„rooms‟ that may be involved when preparing guest rooms.
Equipment
Various pieces of equipment are needed to service a guest room. These are usually
stored on a housekeeping store room on each floor – or in some central location.
Equipment that needs to be correctly selected and prepared before it is used may
include:
Housekeeping trolley
A housekeeping trolley is sometimes called a Maids‟ trolley‟. Check to see it is
clean, presentable, and safe. There should be no jagged bits, nothing should
protrude to present a potential hazard, and the wheels should move easily and
smoothly.
Vacuum cleaner
This must be checked to see it is empty at the start of the shift, spare bags are
available (where appropriate), that the machine is fully functional and that there
are no frayed cords or other safety problems. Check should also be made to
ensure that all the vacuum machine tools/accessories that need to be used are
available.
Mops
Ensure the mop head looks presentable as guests will be able to see this and may
infer a lack of cleanliness in other or all cleaning from seeing a dirty mop head.
Also ensure it has been sanitized to kill bacteria. Mops may include wet mops for
washing floors and dry mops for polishing and dusting, depending on the areas to
be cleaned.
41X
Brooms and brushes
These should be sufficient in number as dictated by the establishment, clean, and
sufficiently bristled.
The most common types of brooms and brushes are:
Carpet brush
Scrubbing brush
Sink brush
Silk brush
Toilet brush
Wall brush
Soft broom
Hand brush.
Not all types will be required on all trolleys. It will depend on the facilities to be
cleaned,
and what exists elsewhere in the property for staff to use such as brushes or
brooms
available in-room.
All trolleys should have a dust pan and brush set.
Buckets
These should be fully operational, not leaking, easy to operate, and not smelly.
Buckets may be required for wet mopping and most room servicing trolleys will
also feature a couple of plastic bucket-type containers used to hold cleaning
materials, cloths, chemicals and used to carry items into a guest room.
Protective gloves
A good supply of disposable gloves should be on each trolley. Specific house
requirements in relation to individual Occupational Health and Safety (OHS)
issues may require other, more substantial protective clothing (including gloves)
be worn. It is standard procedure in all premises that room attendants wear
protective gloves when cleaning and handling chemicals.
Housekeeping uniform
The housekeeping uniform is also regarded as „protective clothing‟.
Cloths
Used for cleaning, polishing and dusting, every trolley will need to have lots of
these.
Some are made from material and some are disposable.
Dust pan
A dust pan is vital to collect dirt, dust and rubbish.
Cleaning agents and chemicals

42X
Cleaning agents and other chemicals are used to perform various tasks and clean
various
surfaces.
Depending on what is in each room you may be required to have:
Polishes
Detergents
Glass cleaner
Multi-purpose cleaners
Oven cleaners
Stainless steel cleaners
Leather cleaners
Porcelain and ceramic cleaners
Toilet and urinal cleaners
Dishwashing detergent
Sanitizers
Disinfectants
Deodorizers and air sprays
Pest control sprays and similar.
Ordering and receiving supplies
Linen stores and housekeeping trolleys can be stocked at the beginning or end of
each shift, but it is preferable that they are fully re-stocked at the end of the days
work, so they are
prepared for the next shift, and so that missing items are able to be bought in before
the next shift. When supplies in the floor housekeeping store room run low,
further supplies can be brought up from the housekeeping department where there is
usually some form of central store purely for housekeeping supplies.
When requesting supplies you may be required to complete a requisition form.
Requisition form
The requisition form is an internal stock ordering form that you fill in and give to the
Head Housekeeper (or other nominated person).
It will identify:
Person requesting the items
Type of items needed
Quantity
Date.
43X
The majority of housekeeping departments will have a standard order or requisition
form. Requisition forms that are completed and forwarded to the Head Housekeeper
at the end of shift today, should result in the supplies that have been ordered (or
“requisitioned”) being supplied to the appropriate floor housekeeping store room later
that day or early the next day before the next shift starts work.
The Maid’s Cart or Trolley
Maid cart is very important in housekeeping. It is like a giant tool box where all the
supplies needed are placed during room service. It should have space to carry all the
supplies needed by a room attendant in a specific shift.
There are three deep shelves in a maid’s cart. The two lower shelves are stocking
linens while the top shelf is used for stocking supplies.
Items placed on the maid’s cart are determined based on the room category, guest
amenities, and the size of the cart. Below is the standard number of linen usually
placed in the maid’s cart:
LINEN Par Stock
Bed Sheets 2 per bed
Bedspread 1 per bed
Face towels 1 per guest
Pillow Cases 2 per bed
Bath mats 1 per bathroom
Mattress Protector Limited number
Hand Towel 1 per guest
Steps in Setting up a Maid’s Cart or Trolley
Preparation
Get all items ready
Get assignment sheet from the housekeeping control desk.
Clean trolley; wipe all areas using a wiping cloth designated for wiping the trolley.
Collect the needed stock from the trolley.
Record all the needed items loaded on the cart on the room assignment sheet.
44X
Procedure
Start stacking from the bottom shelf.
Stack at the middle shelf the bathroom linens.
Place on the top shelf all the amenities and bathroom supplies. Arrange neatly.
Stack the hand caddy with cleaning supplies starting from all-purpose cleaner, glass
cleaner, dusting solution, and bowl brush. Place the trash bag on the left side of the
trolley.
Position vacuum and sweeping equipment on one side of the trolley.
Inspection
Inspect to ensure that trolley is properly stacked, properly arranged, and cleaned.
Check if the linen bag and trash bin are empty and clean.
Self Check 2.1
Do the following activity.

Make a list of all the cleaning tools, materials, and cleaning agents that you have at home.
Recommend the cleaning tools, materials, and cleaning agents that you think should be
added to the list and why it should be.
Ask your mother about the advantages and disadvantages of using traditional cleaning
materials.
Write your answers on a bond paper or yellow sheet of paper
45X
Occupational Health and Safety (OHS) in Hotel Housekeeping
Housekeeping is a physically demanding job. It is called such because it is classified

as “moderately heavy” to “heavy” work. There are risk associated with this kind of
work. The health of the worker might be at stake, and there is a possibility of injury
or worst, death. The most common injury that might happen because of the nature of
the job is called repetitive motion injuries (RMIs). Heavy physical workload and
excessive bodily motions can cause back injury while forceful upper limb motion in
awkward positions can cause neck or should and arm injuries.
Safety practices in the Workplace

Always wear personal protective equipment (PPE).
Make sure all spills are immediately cleaned up to avoid slipping.
Replace worn, ripped, and damaged flooring, and place anti-slip flooring in the areas that
cannot continually be cleaned such as an entrance.
Maintain clean light fixtures to improve lighting efficiency.
Keep aisles and stairway clear.
Place warning signs and mirrors to help improve sight lines in blind corners.
Regularly inspect, clean, and repair all tools.
Do not damaged tools.
Safety in Handling Cleaning Chemicals

46X
Use thee appropriate protective equipment when handling concentrated Cleaning
products.
There should be a complete list of all cleaning chemicals used in the facility. Details
like how many gallons are stored, where they are stored, potential hazards, and
precautionary measures for each chemical should be included in the list
There should be safely data sheets for each chemical used or stored.
Always follow the manufacturer's instructions of using the chemicals. If not used the
right way, these cleaning chemicals may not effectively work and can be harmful.
All cleaning chemicals should be kept in their original containers.
Never mix chemicals, even if they are of the same type. Combining ammonia and
chlorine bleach for example can produce the fatal, chlorine gas.
Do not use different cleaners as an alternative, unless the intended use is the same.
Install safety signage that quickly conveys possible dangers and precautions related to the
chemicals.
It is important that you know exactly what the following "signal words" mean:
Caution: the product should be used carefully but is relatively safe
Warning: the product is moderately toxic.
Danger: the product is highly toxic and may cause permanent damage to skin and
eyes.
Protective Equipment
Personal Protective Equipment (PPE) like safety headwear, safety footwear, safety
hand, and safety eyewear are important. They must be worn by employees that are
exposed to hazardous materials or in cases where danger or risk for injury is present.
47X
Self check 2.2
Assess the risk, find the solution and list down results of the cases study presented
below.
Case Study: Alternative Equipment to Reduce Forces
TASK: Six housekeeper of a three- star hotel were required to mop extensive areas of
the floor. The mopping task involved filling the bucket with water, wetting the mop in
the bucket, squeezing the excess water, mopping the floor, rinsing and squeezing the
mop, and emptying and refiling the bucket. There are number of different styles of
mops and buckets available on the operation. Some require the cleaner to squeeze
the mop manually, while other mopping system include a pull along bucket with a
wringer and handle which the cleaner presses down on to squeeze the mop.
TASK PROBLEM: The housekeepers used a Kentucky mop ( a mop with a long mop
head ) together with a bucket that has a wringer system but without wheel. The
housekeepers felt that a big amount of force is needed to squeeze the mop; the mop
had to be rinsed and squeezed frequently during the mopping task. Measurement of
these force in the laboratory showed that in order to squeeze a mop, the housekeeper
48X
had to put so much force as possible into squeezing. All housekeeper reported pain
and discomfort in their wrist and back.
Assessing the risk or finding the solution:
Result:

MAKE BEDS
Terminologies Used in Housekeeping
Room status terminologies are used to by both housekeeping department and front
desk in communicating with each other regarding room occupancy. It is very
important that these two departments continuously communicate with each other,
not only to maximize sales and revenue but to avoid problems like room status
discrepancy.
Pre- register – a guest has booked a room earlier for early morning arrival.
Occupied (OCC) – a guest is currently occupying the room.
Occupied Clean (OC)- there is a guest occupying the room and it has already been
cleaned by the room attendant.
Occupied Dirty (OD) – there is a guest occupying the room and it has not been cleaned by
the room attendant yet.
49X
Extra Bed (XB) – there is an extra bed being used in the guest room.
Light Baggage (LB)– the guest occupying the room does not have a large baggage.
No Baggage (NB) – the guest occupying the room does not have a baggage.
No Need Service (NNS) – a guest requested a “ no service” for the room.
Stay-0ver- the guest is not expected to check out today and will remain at least one more
night.
On-change – the guest has departed, but the room has not yet been cleaned and not
ready for new occupants.
Do Not Disturb(DND) – the guest has requested not to be disturbed.
Cleaning in Progress- room attendant is currently cleaning the room
Sleep-out – a guest is registered to the room, but the bed has not been used.
Skipper – the guest has left the hotel without making arrangements to settle his or her
account.
Vacant and Ready or Vacant and Clean (VC). The room has been cleaned and inspected
and is ready for the arriving guest.
Vacant Dirty (VD) – The room is vacant but has not yet been cleaned.
Out of Order (OOO) – rooms kept under out of order are not sellable and these rooms are
deducted from the hotels inventory.
Out of Service ( OOS) – rooms kept under out of service are not deducted from hotel
inventory. This is a temporary blocking and reason may be a malfunctioning bulb fuse, TV
remote not working , etc.
Lock-out – the occupied room has been locked which disallows the guest to re -enter until
he or she comes into contact with the hotel staff to clarify his or her status.
Did Not Check Out (DNCO) – the guest made arrangements to settle his or her bills, but
has left without informing the front desk.
Due Out – the room is expected to become vacant after the guest check out.
Check out (C/O) the guest has settled hi or her account, returned the room keys, and left
the hotel.
Late Check Out – the guest has requested and is being allowed to check out later than
the normal or standard departure time of the hotel.
Expected Departure (ED) – it is the same as “due date” which means the guest would
depart prior to the check out time of the following day.
Inspected Clean (I) – the room is double checked by the floor supervisor after the cleaning
of room attendant.
50X
Complimentary – the room is occupied for free.
Guest Room Classification
Single Room – a room that accommodates only 1 person and has single or a queen –
sized bed.
Twin Room – a room that can accommodate two person with two twin beds.
Double Room – a room that can accommodate two persons with a double or queen sized
bed.
Suite – a room with one or more bedrooms and a living space.
President suite – the most expensive room provided by a hotel usually only one president
suite is available in a hotel.
Accessible room – this room type is mainly designed for disabled guest.
Connecting Room – two rooms that are side by side with a connecting door between
them.
Hotel Guest Can be classified according to:

Trip Purpose – pleasure or business traveler
Numbers – independent or group travelers
Origin – local or overseas travelers.
Classification of Hotel Guest
Leisure Travelers. They are individuals who travel to engage in leisure activities outdoor
recreation, for relaxation, to visit friends and relatives, or to attend sport or cultural
events.
Corporate Business Travelers. They are individuals whose frequent bookings are usually
made by enterprises with reduced room rates. Business travelers go on a trip to conduct
business and attend meetings or workshops, and engage in selling or purchasing of
products.
Travelers (FITs). They are sometimes referred to as foreign independent travelers. FITs
are international tourists who purchase their own accommodation and make their own
travel arrangements.
51X
Group Inclusive Tours (GITS). Tourists who travel together on package tours with
accommodation and sometimes meals which are booked through travel agents. Group
tourists tend to spend less and budget their spending allowance.
Domestic Tourists. They are local residents who stay at a hotel tor special occasions and
functions.
Conference Participants. Individuals who travel to attend conference and whose
accommodation is usually reserved by themselves, their enterprise, or a conference
organizer prior to their arrival.
Very Important Persons (VIPs). Very important persons may include celebrities,
frequent-stay guests, guests in expensive rooms, guests with security risks, and top
executives from enterprises
Incognito. They are guests who stay in a hotel with concealing identities to avoid
notice and unwanted attention
Guest Room Cleaning, Care and Maintenance
Guest want their hotel room to be clean and to smell good. To be able to efficiently
perform the job as a housekeeper, one is expected to complete a series of cleaning
and sanitizing procedure. It is also expected that the cleaning of room are finished
within the given time frame.
Points To Remember When Doing Cleaning Service To A Guest’ Room :
clean in one direction

Clean from top to down
Clean from farthest point out
Check for damage, if their something that requires maintenance, or if a property is lost.
Use correct equipment and cleaning agents to clean surfaces.
Phases of Cleaning a Hotel Guest Room
Phase 1
Opening the windows to air out the room and turning off of air-conditioning system
Washing hands and putting on protective disposable gloves
Emptying out the trash can or bins
Stripping the bed and removing dirty linens
52X
Phase 2
Removal of dirty towels from the bathroom (bath towels, hand towels, and face towels)
Spraying the cleaning products necessary for disinfection.
Removal of gloves
Phase 3
Making up the bed
Phase 4
Dusting all the surfaces such as bedside table, desk, chair, TV, etc.
Checking TV, air-conditioning, and lights to make sure they function properly.
Phase 5
Cleaning the bathroom
Phase 6
Replacing all free hotel products such as brochures, mints, shampoo, soap, etc.
Vacuuming the room
Checking over the room, making sure that everything is in place.
Bedroom and Bathroom Amenities in a Hotel
Hotel Amenities are the extra services or product the hotel provides for their guest.
Amenities vary in every hotel. There are hotels that offer standard amenities to all
rooms while other amenities may be optional, guests may avail of it if they want and
usually for an additional charge. Below are example of bedroom and bathroom
amenities.
Bedroom amenities:
Spacious bedroom with king or queen size beds.

High grade premium pillow mattress
Premium quality linens
Plush duvets
Extra pillows
Clothes hanger
Bedside alarm clock
Cordless telephone
High-speed internet access
53X
High definition flat screen television
Desk and comfortable desk chair
Cable television channel
Mini-fridge
Iron and ironing board
Bedside telephone with note pad and pen
Safety deposit locker
Coffee maker
Telephone directory and service directory
Luggage scale
Printing of boarding pass
Bathroom amenities:
Shampoo
Conditioner
Bath gel
Lotion
Toothbrush
Hairbrush
Comb
Shower cap
Cotton swab
Razor
Shaving foam
Scrub towel
Hair dryer
Hot and cold water
Shoe mitts
Disposal bag
Shower cap
54X
Toilet tissue
Water tumblers
Blade dispenser
Strip and re-make bed with fresh bed linen
Introduction
Once you have successfully entered the room, it is now time to start cleaning the room.
Usually one of the first tasks is to make the beds.
Beds will need to be stripped in all departing rooms and at
nominated intervals for staying guests.
Standard procedures for this process will apply in every
establishment as this is one of the most common tasks that room
attendants are required to perform.
55X
Bed making tasks give rise to many injuries to staff and some properties use two room
attendants to service each room so that, amongst other things, bed-making tasks can be
completed with less chance of injury.
When should the bed be stripped?
House policy will dictate what applies and there is usually a connection between the
service provided and the room rate being charged.
Options include:
 Daily – in high-priced rooms, prestige establishments: full change
 Every second or third day – full change
 Change when the condition of the linen requires it – such as situations where linen is
dirty or damaged.
Some properties will replace nothing if the guest is a short stay – which may be defined as
three nights or less. In this case, a guest who is known to be checking out after three days
may not have their bed linen changed even though standard practice is to change bed
linen every two days.
Some properties use fitted bottom sheets but where they are not used, you may be
required every day or second day to remove the bottom sheet, use the top sheet as the
bottom sheet and fit a fresh top sheet.
Stripping a bed
The room attendant should follow house procedures to strip a bed.

These can be individual to the property depending on whether one or
two staff are being used, and what linen is involved.
The following is a representative guide of what is involved:
1. Remove bedspread or duvet. – inspect and air, or replace as required.
All bedspreads etc are washed or dry-cleaned periodically
2. Remove blankets (where provided) - inspect and air, or replace as
required. All blankets are washed or dry-cleaned periodically
3. Remove pillowcases – place into soiled linen bag. Inspect pillow and pillow protectors to
determine if they require attention or replacement
4. Remove sheets - place into soiled linen bag
5. Check mattress protector – spot clean as necessary or replace if required due to
staining or damage
6. Inspect electric blanket – safety check and for signs of staining. Replace as per house
protocols.
Items that have been stripped from the bed should not be placed on the floor. Check what
applies in your establishment but options include placing them on chairs, tables, couches
in the room.
56X
Not only does it look bad for guests to see these items on the floor if they enter the room
while you are cleaning it, or they walk past the door on the and look in) but it is also
unhygienic.
Damaged or soiled bed items
When damaged items are found they must be replaced, with the damaged item either
forwarded to the appropriate department for repair or by notifying the appropriate person
so that they can pick it up.
If damage appears intentional contact your supervisor so that a decision can be made
about charging the guest for the damage.
Where what appears to be deliberate soiling of items has occurred, the same procedure
applies. A similar arrangement may also apply where ‘excess’ mess is left by guests.
There are many approaches taken by different establishments to the removal of stains in
guest rooms.
Some properties will require you to remove the stained item replace it and forward it to the
Laundry or some other nominated department for their attention
Some venues will ask you to identify what the stain is and follow their established
guidelines for stain removal.
Other establishments will ask you to involve the Head Housekeeper and obtain their
advice about what to do.
Types of stains
Common stains found on carpets, mattresses, bed linen and chairs and couches made
with fabric are:
 Urine and faeces
 Blood
 Beverage – tea, soft drinks, alcohol of all types
 Shoe polish
 Food
 Mud, dirt, grease and oil.
What action may be taken?

The first step is to develop the ability to identify the stain. Trial and error coupled with
some coaching from experienced staff are the keys to this.
You cannot expect to effectively treat a stain unless you have correctly identified what has
caused the stain.
57X
In most cases a stain will require bed linen to be exchanged for fresh items. There are
virtually no occasions when spot-cleaning of these items is appropriate for room
attendants.
Where spot cleaning appears suitable, the appropriate cleaner from those stocked on the
trolley is selected and applied according to manufacturer’s instructions,
which can commonly be via a spray bottle applicator, or rubbed directly
onto the stain.
The stained area is then rubbed/brushed to remove the stain, rinsed and
then dried.
Most establishments will have a chart to guide in the removal of stains.
These charts are specific to the chemicals provided by the chemical supplier
being used at the property, and will identify which cleaner is to be used for
which stain on which fabric or surface, together with how to apply the cleaner, and other
relevant tips and information.
Remember that the ‘correct’ action to take when dealing with stains will depend on
interaction of:
 The type of material where the stain has occurred
 The cause of the stain
 The chemicals available to remove the stain.
This essentially means that providing generic advice on stain removal is not only
impossible, but potentially misleading as it can prove dangerous, damaging and
expensive.
You need to know to the best extent possible:
 What the material or surface is that has been stained
 What the stain is
 What chemical options you have for treatment.
Remaking bed with fresh linen
As with stripping of beds, individual properties have their own standards, procedures and
requirements for making beds.
Making beds is a common activity that needs to be practiced
and undertaken with great care as many injuries have
resulted from moving the bed in order to make it.
The importance of bed making
Making the bed ‘properly’ is an extremely important part of
servicing any room because the bed is often the focal point of the
room and one of the first things in the room that the guest looks
at.
58X
The final appearance of the made bed must therefore make the right impression – neat,
tidy, balanced, crisp, clean, attractive and inviting.
Special points in relation to final presentation of the bed can include:
 The use of an overlay placed across the end of the bed to enhance eye appeal
 Number of pillows provided – standard procedure may be to place only one pillow per
person on the bed with additional pillows available in the wardrobe of the room for
guests to help themselves to: in a stay room, if the guest has used two pillows per
person then the bed should be re-made following their preference
 Use of decorator pillows – to enhance presentation
 Placement of the pillows – the property may lie the pillows down, stand them up or
arrange them in some unique way
 Number of blankets used – most properties use one blanket on a bed with extra
blankets available in the wardrobe or on request
 Placement of a complimentary item on the bed – this may be done as part of the turn-
down procedures but may also be a standing requirement when servicing the room.
Bed making styles
Your workplace may have its own bed making style but there are three styles of bed
making commonly used in the hospitality industry:
Standard style
This uses:
 Mattress protector
 Bottom sheet
 Top sheet
 Blanket
 Bedspread
 Pillows
 Pillowcases.
American style
This features:
 Bottom sheet
 Top sheet
 Bedspread
 Pillows
59X
 Pillowcases.
Norwegian style
This uses:
 Bottom sheet
 Quilt
 Quilt protector
 Quilt cover
 Pillows
 Pillowcases.
Electric blankets are used in some hotels and where they are fitted, the electric blanket
security straps must be checked to ensure the blanket is straight and in place.
Bed making steps
Use the following steps as a guideline for making a standard style bed where no house
requirements apply:
1. Check electric blanket is straight and secured
2. Position mattress protector and secure strings
3. With seams down, position bottom sheet
4. Mitre bottom sheet – all four corners by:
 Tucking cover along foot and head of mattress
 Lifting corner flap – about 30cm from corner
 Tucking in remaining portion of cover
 Dropping flap and tucking in
5. Smooth out creases
6. With seams up, position top sheet – top edge even with mattress at bed head
7. Position blanket – seams up
8. Turn head of top sheet over blanket
10. Tuck in top sheet and blanket on sides
11. Mitre all corners, top sheet and blanket together
60X
13. Position bedspread so it is straight and all corners are even
14. Fold back bedspread at bed head end
15. Place pillowcases on fluffed up pillows
16. Position pillows on the bed as required
17. Fold bedspread over pillow and neatly tuck in.
Points to remember
 Make sure all the fresh linen to go onto the bed is placed onto a chair, table or
couchwhile you are making the bed – it must never be left on the floor
 When you have finished making the bed, step back and inspect it to make sure it is
right:, then adjust as required
 The way you make your bed at home is probably not going to be what is required at
work
 The way you made beds at your last employer is probably not going to be the same as
what is required with your current employer.
2. Re-make bed using existing bed linen
Introduction
Section 3.1 provided detailed instruction in how to make strip and make a bed. If a guest
has departed the room, it is vital that fresh bedding is used. But what if it is an ‘occupied’
room where the guest is staying for more than one day?
Depending on the type of organisation you are, and the level of service provided, it is
becoming more common for bedding not to be changed on a daily basis. As environmental
awareness increases, many hotel managers and customers alike, do not feel the need for
sheets to be changed on a daily basis. However this cannot always be assumed. Therefore
many hotels have ‘Request Cards’ which allow the guest to decide if they require their
bedding to be changed. These cards are commonly found in hotel rooms throughout the
world.
Simply, guests place this card on the bed, which identifies that the guest would like their
bed linen changed. If this card is not placed on the bed, the existing bed linen will be
used.
This practice has a number of benefits:
 It is environmentally friendly – as less washing is required
 It reduces expenses for a hotel.
Most guests do not expect their linen to be changed every day,
unless it requires it due to stains or damage. It is standard
practice for most venues to change linen after 3 days.
So what do we do differently when making the bed for an occupied
room as opposed to a departure room?
61X
Remaking a bed using existing bed linen
Whilst the instructions may reflect those previously given in Section 3.1, it is important
that clear procedures are identified when making a bed for an occupied room.
1. Remove pillows and place them on a clean surface, checking for stains or need for
replacement
2. Remove or pull back any blankets or duvets, again checking for stains or need for
replacement
3. Straighten bottom sheet, again checking for stains or need for replacement. If a new
sheet is required, change accordingly
4. Re-tuck in sheet
6. With seams up, position top sheet – top edge even with mattress at bed head
7. Position blanket – seams up
8. Turn head of top sheet over blanket
10. Tuck in top sheet and blanket on sides
11. Mitre all corners, top sheet and blanket together
13. Position bedspread so it is straight and all corners are even
14. Fold back bedspread at bed head end
15. Place pillowcases on fluffed up pillows
16. Position pillows on the bed as required
17. Fold bedspread over pillow and neatly tuck in.
Points to remember
Take special note of the preferences of the guest. Before making the bed check to identify
preferences including:
 If they have removed the blanket or duvet, you may wish to place this in the cupboard
or folded back at the end of the bed
 If they have more pillows, make the bed and
position the pillows accordingly
 If items such as books, magazines, glasses, clothes
or other personal items were found on the bed,
place them neatly back on the bed in a similar
position.
62X
63X
Task Sheet 2.3-1
It is a requirement of this Unit you complete Work Projects as advised by your Trainer.
You must submit documentation, suitable evidence or other relevant proof of completion
of the project to your Trainer by the agreed date.
3.1 To fulfil the requirements of this Work Project you are asked to submit evidence of you
making a bed with fresh bed linen:
 Correctly stripping a bed

 Selecting correct bed linen
 Making a bed with fresh bed linen
making a bed using existing bed linen:
 Correctly stripping a bed

 Checking for bed linen needing replacement due to spoiling or damage
 Making a bed with existing bed linen
 Placing guest personal items in an appropriate location
64X
CLEAN ROOM
Follow in-house requirements and policies in relation to room cleaning

Introduction
Housekeeping has an extensive list of requirements and policies relating to what tasks a
room attendant should perform and how they should be performed.
The different sections in this manual will explain in detail the correct steps required in
cleaning different aspects of a room, however a ‘correct order’ for cleaning must be
determined.
Cleaning in the correct order
All guest rooms that are allocated to you must be cleaned in the correct order.
The ‘correct order’ may be determined as a result of one or more of the following:
 As directed by the Executive Housekeeper
 As requested by guests
 So that vacated rooms can be put back on the (Front Office) board for sale/occupancy
as soon as possible.
Factors impacting on the ‘correct order’
In some cases, room attendants from different floors may be required
to go to a nominated floor and combine their efforts to clean rooms on
that floor where, for example, a group has just vacated the rooms on
that floor and another group is expected in to fill them.
This will delay the cleaning of their allocated rooms on their floors.
In other cases, guests may be late checking out so the ‘going rooms’
may not be able to be cleaned when anticipated.
There will be guests who affect your intended order of cleaning rooms
by displaying a ‘Do Not Disturb’ sign on their door.
This highlights that there is never any strict ‘correct order’ because of
the fluid and unpredictable nature of the business and the guests who use the
accommodation: there may be a preferred order but this rarely translates into what
actually happens.
Minimising disruption to guests
When cleaning rooms you must always strive to keep the disruption caused to guests to
an absolute minimum.
Cleaning duties can disrupt guests:
 As a result of noise caused during the cleaning activities and when moving about ion
the corridors
65X
 By providing a physical obstruction to them when they are moving about the corridors
etc
 Through unwanted interruption to their activities in the room when you knock to offer
‘Housekeeping’.
Ways to minimise disruption to guests
When you understand the causes of a problem you are better
placed to solve the problem, so practical ways in which to
minimise interruptions to guests are:
 Always respect ‘Do Not Disturb’ signs
 Keep noise when moving around the floor to a minimum
 Converse quietly with other staff and guests
 Avoid knocking equipment into things
 Keep trolleys and equipment away from guest traffic areas
 Always allow guests right of way in a corridor or lift.
Remember too that guests do not always keep regular hours. Room guests may have flown
in on a late flight and be sleeping in or they may have had a late night.
Other room guests may be using their room for business purposes and not want to be
disturbed.
Preparing guest room prior to cleaning
When you have entered the guest room following the steps described in later sections
which will provide a guide as to what should take place in order to clean a room.
Remember, where the house procedures are different to the following guidelines, always
adhere to your enterprise procedures.
Cleaning a Check-out room
If the guest is still there after check-out time and in the process of leaving, use your
discretion about whether to leave and come back later, or whether to excuse yourself and
begin cleaning.
In situations where Reception is expecting a quick turn-around of rooms due to full
occupancy it may be acceptable to begin cleaning a check-out room while the guest is still
there if they have passed the advertised check-out time and no late check-out has been
arranged.
In a check-out room the following procedures are applicable:
 Turn on all lights and check the bulbs – replace where
necessary
 Open all blinds and curtains
66X
 Open windows or doors to let in fresh air – if applicable, and if weather permits
 Turn off fridge for defrosting purposes and leave door open – if applicable
 Collect and remove dirty towels, dishes, bottles and rubbish - any broken glass should
be wrapped safely in newspaper or similar
 Remove any room service trays and cover them with a napkin as exposed stale food is
not a pleasant sight. These trays are usually placed in the corridor outside the room for
collection by the porter or room service staff.
Preparing a room for cleaning
As soon as you have completed the above tasks the cleaning proper can begin. This
procedure should be the same for every room.
Following a standard procedure and routine helps to avoid any areas being missed, and is
more time effective.
The exact detail of how to complete each of these steps will be detailed through the
manual.
Although the exact procedure may vary from establishment to establishment, there are
eleven general steps to cleaning any guest room.
Where your premises vary from these, adhere to house policy:
1. Enter and prepare room
2. Strip and make bed
3. Clear and clean bathroom
4. Replenish all bathroom supplies
5. Dust and polish
6. Replenish guest supplies
7. Clean bins
8. Clean fridge
9. Vacuum
10. Deodorise
11. Do a final inspection.
Cleaning an occupied room
Key points to remember when cleaning an occupied room:
 Never throw out any items like magazines and newspapers belonging to the guest, no
matter how old they are
 Always replace items where they were found
67X
 If business papers are out on the desk or table and obviously being used, avoid
cleaning or tidying that area, apart from emptying the waste paper bin
 Respect the guest’s privacy and don’t be nosy
 Take special care with all guest’s items
 Hang guest’s clothing up appropriately
 All cloths used in cleaning should be housekeeping issued – room towels and linen
should never be used for cleaning but check your house practices relating to the use of
bath towels for drying bathroom areas.
For detailed information how to perform different tasks by a room attendant when
cleaning a room please refer to the appropriate section in this manual.
2. Clean fixture and fittings
Introduction
All rooms will have furniture, fixtures and fittings to some
extent.
These relate to all the items in the room that may be used
by a guest during their stay.
Furniture commonly refers to items in the room that are
movable including beds, couches, desks, television, clock
radios etc.
Fixtures refer to items that are attached that are used by the guest including air
conditioning and light switches.
Fittings refer to taps, pipes and electrical aspects of the room.
This section will explain some methods used to clean fixtures and fittings.
Dusting and polishing
The main purpose of dusting is to collect small particles of dust.

The main purpose of polishing is to clean the item and leave a shiny, reflecting finish.
Dusting may be done with a duster or a damp lint-free cloth.
It is important to use common sense when choosing which piece of
equipment to dust with. Don’t use a damp cloth if the moisture
could ruin the object being cleaned and remember to change the
cloth when soiled.
Your on-the-job training, which will probably include being
teamed up with an experienced room attendant for a period of
time, will provide the workplace guidance you need in this regard.
When polishing an item, make sure to:
 Spray the cleaning agent onto the cloth - not onto the surface to be cleaned
68X
 Buff the surface after cleaning to remove any streaks.
When dusting and polishing a room, it is best to start in one spot and work around the
room, say, in a clockwise direction. This routine should be followed in every room. Some
small items may need to be picked up in order to dust or polish underneath.
The following areas will need either dusting or polishing. Some will need cleaning on a
daily basis, while others may only need to be cleaned weekly.
Remember that check-out rooms will need more intensive cleaning than occupied rooms,
however all rooms must be cleaned to establishment standards, including the following:
 Air conditioning vents
 Doors – including top ledge and handles
 Picture frames – facing glass as well as frame
 Mirrors – frame and mirror
 Skirting boards
 Dressing table and drawers
 Side tables and ledges
 Wardrobe and internal shelving
 Windows – glass and frames
 Window sills
 Walls – check for cobwebs and marks
 Lamps – base, shade and cord
 Telephone – main unit and hand receiver
 Seat furniture – don’t forget to remove cushions and check sides, legs, back and
underneath
 All furniture – top, sides, legs, and underneath each item; don’t forget to clean inside the
drawers
 Outside/balcony areas – furniture, ash trays.
Cleaning bins
You should always wear protective gloves when cleaning the bin and
should be extra careful when handling the bin as many hazardous
items may have been thrown out by the guest – such as broken glass,
razor blades and syringes.
Always be vigilant for items that could cause any health or safety risk.
Broken glassware or bottles should be wrapped up in newspaper and
disposed of separately and safely.
69X
Waste bins should be properly cleaned by:
 Tying the bin liner around the rubbish or emptying the bin directly into your waste bag
on the trolley
 Spraying bin with appropriate multi-purpose cleaner, inside and out
 Cleaning with the appropriate cloth
 Fitting a new bin liner in the manner approved by the establishment.
3. Vacuum floors and other areas
Introduction
All carpeted areas should be vacuumed and many non-carpeted
areas including wooden floors, tiled bathroom area, linoleum floors
in kitchenette may also require vacuuming.
It is essential that all surfaces are clean and free from dirt, dust
and other items.
Vacuuming
Any stains on carpeted areas should be removed using the appropriate stain removal
method for your property that relates specifically to the type of carpet, the active
ingredients of the chemical and the type of stain. Where this does not remove the stain, a
maintenance report may need to be completed or the supervisor notified.
Try to vacuum the room starting at the furthest corner from the
door and work back toward the exit.
Ensure you vacuum around and under all furniture, and under
the bed.
Particular attention should be given to the corners of the room,
including the skirting boards.
To avoid injury when vacuuming, bend your knees when cleaning under items.
Try to avoid ‘bending over’ the machine. Keep it behind you where possible, moving it
forward as you vacuum from a point furthest from the room entry door towards the
entrance door of the room.Clean kitchenette area, where applicable
Introduction
Some venues may have a kitchenette included in the accommodation. This may come in
various shapes or forms and have different inclusions.
In apartment and self-catering style accommodation, the products included might be
detailed and include:
 Refrigerator
 Cook top and oven
 Microwave oven
 Dishwasher
70X
 Tea and coffee making facilities
 Pots and pans
 Crockery and cutlery
 Clothes washer and dryer.
This section will explore the best way to undertake cleaning of some of these items.
Cleaning the refrigerator
All food items left by guests should be handled in accordance with house policy – this may
mean returning all unused items left by guests to the housekeeping office. Guests have
been known to call and inquire about their food items, which they have wanted to reclaim.
Other policies may allow you to discard any partially used food items that are found in the
refrigerator or elsewhere in a check-out room.
The refrigerator is usually cleaned on regular basis (that is, not daily but weekly or other),
or on a needs-only basis.
When cleaning the refrigerator you may be required to turn it off, depending on the
cleaning procedure to be applied before the cleaning starts.
The recommended procedure is:
 Clean the inside of the refrigerator, including seals, with either hot soapy water or a
designated spray-on cleaner. Dry with a cloth when the cleaning has been done
 Make sure food products and glasses are protected from chemical contamination
during the cleaning process. Covering them or removing them are the only safe options.
Adhere to what applies where you work
 Items in the refrigerator such as cold water in jugs and milk sachets should be
replenished as required. Always remember to check the ice cube trays in the freezer
Switch refrigerator back on if it has been turned off prior to cleaning. Set the control to the
required setting, check that the light works (replace where required – or notify
Maintenance department), and close door
 Don’t forget to check the refrigerator door seals for splits and cracks
 Seals found in need of repair should be reported to the floor supervisor.
Cleaning the stove
Regardless of the type of stove you will be cleaning, always use gloves.
For a gas stove:
 Remove burner caps, grates, and control knobs
 Put them in your sink filled with very hot water and dishwashing
detergent
71X
 As these soak, dip a scrubbing sponge into the sink water and wring
 Go over the stovetop, paying extra attention to any stains around the burners
 Rinse with clean water; let dry
 Wipe down each of the items in the sink with your sponge
 Rinse and dry the parts; reassemble the cook top.
For an electric stove:
 For a coil electric stovetop, do this soaking method with the drip pans and knobs but
not the burners, which shouldn't be submerged and are self-cleaning
 For a smooth electric stovetop, clean the surface with a nonabrasive scrubbing pad and
a liquid cook top cleaner. Finally, dip a sponge in hot soapy water, wring well, and wipe
the controls. Rinse and let dry.
Cleaning the oven
Inside oven
 Cooked food stuck on the bottom, sides or glass of ovens can give off odours and
smoke.
 Try to remove large or deep stuck food items with a metal spatula and gently chip off
any loose pieces
 Spray a cleaning agent on all sides on the inside or an
oven
 Wipe away
 For hard to remove stains, use baking soda with a few
drops of white vinegar. Let it bubble for a minute or two,
and then whisk away the grime with a scrub sponge
 Rinse with a clean, wet, regular sponge.
Oven glass window
 Spray the inside of the window with appropriate cleaning agent
 Let it soak
 After a few minutes, rub down the glass with a nonabrasive scrubbing pad
 Rinse with a wet sponge, and dry with a paper towel or microfiber cloth
 Give the glass on the outside of the door a quick spray and wipe as well.
Cleaning dishwashers, washing machines and dryers
These pieces of equipment usually self clean on the inside, due to their method of
operation. However it is important that they are not only clean but safe to use.
Wash the outside of the appliance, removing stains, dirt and dust.
72X
Dishwashers
When cleaning dishwashers, ensure:
 That all items have been removed and placed away in cupboards
 That any water inside has drained away
 To clean around area where detergent has been used
 To fill the rinse aid dispenser, if fitted.
Washing machines
When cleaning washing machines, ensure:
 That they are empty
 That if items are found in a machine, they are processed as lost
property if the guest has departed, or neatly laid out for a stay over
guest
 To clear away any leftover clothing strands from inside the
machine.
Dryers
When cleaning dryers, ensure:
 That they are empty
 That if items are found, they are processed as lost property if the guest has departed,
or neatly folded for a stay over guest
 To Clear away lint from filters and catchment areas.
Cleaning other items
Once the major pieces of equipment have been cleaned there are
other tasks to perform. These may include:
 Washing and drying pots, pans, crockery and cutlery
 Placing clean items in cupboards
 Cleaning inside cupboards and doors
 Refilling ice trays
 Cleaning kettles
 Restocking complimentary items such as tea, coffee and biscuits
 Changing drying towels and cleaning sponges
 Replenishing detergents, washing powder and cleaning agents
73X
 Placing fresh milk in the fridge or other items as dictated by regulations
 Cleaning the microwave
 Wiping down benches and sinks
 Cleaning the floor.
Follow organizational SOP’s when performing these tasks.
Depending on the organization, other items may also be re-stocked or stored.
When you have finished cleaning the kitchen, have a final look to ensure it is clean, tidy,
dry and fully stocked.
74X
As mentioned in a previous section, where the room has a kitchen/kitchenette, the
concept of room supplies expands enormously to include:
 A set number and range of cutlery and crockery
 Pots, pans and general cooking utensils
 Cleaning materials – detergent, scourers, cloths etc
 Serving plates and bowls.
Room supply basics
An integral part of preparing a guest room involves checking, replenishing or replacing
room supplies.
Set numbers for these giveaway items are set by management and these must be adhered
to. This is to control costs.
Despite this set quantity of giveaways per room, most properties give room attendants
discretionary power to issue extras of certain items including tea, coffee, shower caps and
shampoo to guests on request. Check what applies where you work and adhere to it.
If the control of giveaways is a critical issue for management, it is
necessary to locate these items on your trolley in such as way that
discourages unauthorized acquisition by guests. This can mean
locating them on the trolley so they are not easily seen and less of a
temptation.
Room supplies are for guest rooms, not for private use by staff. Using
these items at work or taking them home for your personal use is
theft.
Tea, coffee and sugar items as well as shampoos and conditioners
must always be checked because these are items that guests seem to
take with them even if they don’t use them in-room.
Pens and pads are a close second.
A double-check should be made when replenishing these items to ensure that other items
have not gone missing – such as cups, saucers, bottle openers, glasses and batteries from
the remote controls.
Check operational readiness of all items and equipment
Introduction
Enterprise standards as they apply to preparing rooms for guests can
relate to issues such as:
 Physical placement of items in the room
 Levels of cleanliness and tidiness
75X
 Time allocated for servicing different types of rooms – for example, the time allocated
for cleaning a standard double check-out room, as opposed to the time allocated for
servicing a suite that is staying on
 Number of guest supplies of each type to be replenished
 Re-setting items in the room
 Checking the operational readiness of items.
This Section addresses the physical placement, resetting and checking the operational
ability of items in a guest room
Checking operational readiness
When cleaning a check-out room, there will be standards for checking the operational
readiness of items.
These standards aim to achieve uniformity and consistency
across the establishment.
Even small things can be subject to these resetting standards. For
example, some properties will require the telephone to be placed
in the cradle a certain way and the telephone cord to fall to a
nominated side of the unit.
In stay rooms, house policies may require that the settings set by
the guest are allowed to remain (with the possible exception of air
conditioning temperatures).
For example, in an occupied room if the guest has light dimmers
on a certain setting, the television on a certain channel and the
volume of the radio at a certain setting – leave them as they are.
By comparison if the room is a departing room, things will need to
be checked and where necessary re-set to the house standard
settings.
Items included in this aspect of room servicing will include:
 In-room air conditioning set at a predetermined temperature level
 Refrigerator left at a nominated setting
 Television set to a particular volume or channel
 Clock set to the correct time
 Alarm clock checked to ensure the alarm is not active
 Radio tuned to nominated channel and set at desired volume
 Dimmers set to medium setting
 Toaster set to desired setting
76X
 Pens and message pads are located conveniently as required – next to bed, near
telephone. All pads and pens should be laid in identical position throughout the venue.
It is vital that all items in the room are:
 Where they are meant to be
 In the correct quantity
 Operationally ready.
There is nothing more frustrating for a guest to have to ask for and then wait for
something to be fixed, when it should have already been checked. This is even more
frustrating for a guest who has arrived on a long flight.
Report and remedy room defects and damaged items
Introduction
Regardless of how well a room is maintained, general wear and tear will happen,
equipment will break down and other problems will occur.
It is natural and while it may be annoying, guests will have a level of understanding. That
said any problems with a room should be indentified and rectified before a room is
allocated to a guest.
Every property wants their current guests to return to them as repeat guests and to tell
their friends about how great their stay with us was so that their friends become guests
who are referred to us.
It is difficult to cultivate repeat and referral guests if their
room has defects of any kind. We must always remain very
much aware that in nearly all cases ‘guests have options’. If we
don’t deliver the service, facilities, and standard that they want
and expect, they can very easily stay somewhere else next time.
It can be a sobering research activity to check the local phone
book and count the number of businesses that offer accommodation, all of which are your
competitors trying to take your guests and therefore your job.
Checking for defects
Another task when servicing a guest room is to check the room for any defects in
equipment, appliances, furniture or fittings.
This inspection should also check for equipment damage.
What are defects, what is damage?
Defects or damage can result from normal wear-and-tear, accidental damage or deliberate
and malicious action by guests.
Where you suspect damage has been intentionally caused by
guests and even guests that have already checked-out, you
should reports your beliefs to your supervisor and ask them to
77X
view the damage for themselves to make a decision about what action or claims may need
to be made.
In some cases, guests may be charged for the damage and clean up costs and placed on a
‘Do Not Room List’ that automatically flags a guest for refusal when their name is entered
into the reservation system as a result of a query or a booking.
Defects or damage include:
 Broken fridge door seals

 Chipped or broken glasses
 Flickering fluorescent lights
 Blown light globes
 Remote controls with flat, or no, batteries
 Broken fixtures or fittings
 Refrigerators that make ‘too much’ noise – which can prevent
the guest from sleeping
 Noisy air conditioning
 Dripping taps
 Ripped curtains and drapes that do not properly close – allowing others to see in and
unwanted light to come into the room
 Ripped, tired-looking or stained furnishings
 Fuzzy television reception
 Electric jugs and hair dryers that don’t work
 Room cards that do not easily integrate with the power controls in-room
 Irons where the temperature control settings are not working.
If a guest finds a defect in their room they may let you know about it but they may not.
If they don’t, we have just disappointed one guest and unless we identify the problem that
has caused this we risk disappointing every other guest who uses that room!
Obviously this does little to generate repeat and referral guests.
What to do?
When a defect or damage to fixtures or fittings is identified, two courses of action present
themselves.
The course of action chosen will depend on the seriousness of the damage and whether or
not someone could be harmed because of the problem.
All action taken should be in accordance with enterprise procedures.
The two possible courses of action are:
78X
1. The item must be taken out of service immediately and replaced if possible – for
example, it may be possible in the immediate short-term to replace a hair dryer that is
not working (or is missing) in an occupied room with one from the floor housekeeping
store or from another room that shows as vacant on your room list.
2. The item is reported on a maintenance report and submitted to the appropriate person
for action to be taken – where the item presents a physical danger to guests it must be
removed from the room, tagged as ‘Out Of Service’ according to house procedures and
stored appropriately so that it will not be returned to service before being serviced.
The motto to remember is: ‘If in doubt, have it checked out.
Record damaged items
Damaged items need to be recorded for many operational reasons.
Every property will have its own procedures for recording
damaged items and room attendants are expected to comply with
these where they identify such items in any guest room, and
regardless of who damaged the items and how they were damaged.
Properties need to be aware of damaged items for the following
reasons:
 Monitoring costs
 Determining supplies that need to be ordered
 Evaluating the usefulness of products - and determining whether or not to continue
using a certain item or whether a better alternative needs to be sourced
 Identifying high damage products – to develop policies and procedures to reduce and
prevent damage
 Removing them from service for OSH and duty of care reasons.
Identifying damaged items
You can become aware that an item is damaged through personal observation when you
service a room – the basics are to:
 Look for damaged items – a visual inspection such as
drips
 Listen for equipment that sounds as if it is damaged or
not working as intended
 Be alert to smells that indicate problems – such as
‘electrical smells’
 Heed advice from guests who report such problems.
Your personal experience in the workplace will build up over time to provide you with an
idea of what to look for and what items are commonly associated with damage.
Reporting the damage
79X
Damaged or defective items must be reported so that appropriate remedial action can be
taken.
Options in reporting damage include:
 Speaking face-to-face with the supervisor, Floor Housekeeper or relevant other person
 Using the in-room phone to contact and notify directly either the maintenance
department or the housekeeper. Some properties have a ban on the use of guest room
phones so check to see what applies in your workplace
 Using other internal communication methods (pager, mobile
phone) to contact and notify directly either the maintenance
department or the housekeeper
 Using the in-room phone to contact reception and leave a
message – see above
 Completion of a Maintenance Report identifying the damaged
item, the room number, your name, and the nature of the damage.
Identifying pests
All properties should have some form of standard and establishment-wide pest control
program in place.
This program usually combines the services of an external, professional pest control
company with regular internal efforts at pest control.
Regular checks of rooms done by the external pest control service (with their vehicle
parked around the back of the building – most people see the presence of a pest control
vehicle as evidence of a pest problem as opposed to regarding it as prevention) should be
at the centre of this program.
Where the established pest control program has not worked effectively and you identify
pests in a guest room, immediate action needs to be taken.
Besides being undesirable from an aesthetic point of view, pests in a guest room can pose
a serious health risk as well as present the potential for damage to walls and wires from
gnawing.
Types of pests
Pests include:
 Flies
 Cockroaches
 Silverfish
 Fleas
 Spiders
 Mice, rats and ants.
80X
Signs of the presence of pests include:
 Seeing them
 Hearing them
 Seeing evidence of their presence such as droppings, spots on walls and surfaces, eggs,
webs and cocoons.
Action to take
The exact action to take when pests have been sighted or are suspected must be in
accordance with the house procedures that apply.
You may be required to deal on-the-spot with flies, ants, cockroaches and spiders using
an aerosol spray but it is important to remember that some guests may be allergic to
insect sprays so use them sparingly.
Make sure you remove the bodies! A dead fly or a dead mouse looks as bad as a live one.
Make sure you also remove any other evidence of the pests – webs, droppings.
Other pests may have to be notified to your supervisor, Head Housekeeper or the
Maintenance department for them to action. This notification should be immediate to
enable action to be taken as soon as possible.
Action to prevent a pest problemAn effective pest control program requires you to
do whatever you can to keep the pests out in the first place – in
practice this means:
 Keeping doors and windows to guest rooms closed
 Making sure fly wire screens are fitted and in good condition
 Making sure that anything provided to a guest room is free from
pests
 Control any pests you see – using aerosol sprays or other
approved internal or external methods; this can be baits,
traps, fogging and commercial spraying.
Apply good housekeeping techniques to deny food and drink
to pests and maintain hygienic conditions – this includes:
 Never leaving food out on benches or tables
 Checking to ensure food scraps are not lying on the floor
anywhere in the room – in the kitchen under the stove;
under the bed
 Keeping bins clean and in good repair
 Cleaning premises thoroughly and disinfecting when necessary
 Removing all rubbish on a regular basis.
81X
The section has highlighted the fact that problems in a guest room, whilst mostly will
comprise defects and damage to physical items, there are other issues that need to be
addressed to ensure the guest has a positive experience.
report suspicious items or situations

Introduction
Accommodation establishments are the setting for many illegal activities and all room
attendants must be alert for signs this is happening or may take place.
The role of a room attendant is this regard is only to ‘report’ – it is not to intervene, take
action or put themselves in harm’s way.
Members of the public can target floors and rooms with a view to breaking and entering. If
the thief has watched their target leave the property to go on a three-hour tour they know
the target’s room will be ’safe’ for that period and it is a relatively easy target.
Other guests will use their room for illegal activities that they do not want to undertake at
home.
Is the activity illegal or immoral?
Individual establishments can have different approaches this.
Most properties are not prepared to allow illegal activity and
also frown on immoral activity.
Some turn a blind eye to immoral activities deeming that what
guests do in the privacy of their own room is their business.
You need to speak to your supervisor to determine what applies
where you work and accept the position taken by the establishment: if you ever have any
concerns about differentiating between ‘illegal’ and ‘immoral’ seek guidance on the
distinctions from your supervisor and be guided by them and their experience.
Taking action
If you notice an item that looks unusual or suspicious, or see an

occurrence that is suspicious, appropriate action should be taken
immediately.
The appropriate action may be spelled out in the standard Emergency
Procedures for your venue.
The action may be to:
 Advise the floor supervisor, the Floor Housekeeper or the Executive
Housekeeper
 Contact venue security.
Always adhere to workplace policies and procedures when dealing
with such matters, as they are potentially dangerous and serious.
82X
An unusual item or situation may include:
 A package left unattended in corridor or stairwells

 An item that is heavily bloodstained
 A package left in a check-out room
 A weapon found in a room – whether the room is a stay room or a
departed room
 Drugs – or packages thought to contain drugs
 Explosives
 Evidence of drug taking in a room – including the presence of drug paraphernalia.
Suspicious occurrences or people may include:
 Person behaving nervously or anxiously in a corridor, stairwell, near a store room, in
the guest laundry etc
 Person in an area they shouldn’t be in – such as areas members of the public in areas
restricted for ‘Staff Only’ access
 Person using excessive force against another person
 Loud voices and swearing
 Sounds that indicate damage is being done
 Person seeming to loiter on a floor, along corridors, in public
areas
 Person asking you to let them into a room.
If you see or hear anything that is suspicious, unusual or
appears illegal you should:
 Not say anything to the persons involved
 Try not to alert them to the fact you have noticed something
suspicious or unusual.
 Try to remember as much detail as possible – write down notes when safe to do so
 Alert the relevant person as soon as possible in such a way that others (those involved
and other guests) cannot hear what is being said.
It is rare for you to have the authority to call police so you should refrain from doing this
in all but the most extreme cases of actual or imminent danger.
Handle guest property left in room from which the guest has departed
Introduction
From time to-time departing guests leave items in their rooms.
Sometimes this is an over-sight on their part and sometimes it is intentional.
83X
Regardless, all guest property found in a check-out room must be handled in accordance
with house policy.
Dealing with lost property
There may be times when you come across items in check-out
rooms that have been left behind by the guest.
Such items should be treated as valuable in the first instance, no
matter what the actual dollar worth of replacing such an item
may be.
For example, a simple, partially used bottle of facial foundation, a
camera, piece of clothing or an item of jewellery. They are all the same in terms of being a
‘lost and found’ item.
All such items should be taken to the housekeeping department and recorded in the ‘Lost
and Found’ log book.
It is the housekeeping department’s responsibility to keep accurate records of all items
found in guest rooms or public areas.
Information that needs to be recorded about the item may include:

 Date foundRoom number – or other location as appropriate
(corridor, guest laundry etc.)
 Exact location in room where item was found – ‘under the
bed’, ‘in the bathroom’
 Description of item – such as ‘Gent’s briefcase, brown,
locked, Avon brand’, ‘ladies Seiko watch, gold with leather
strap’
 Name of person who found the item
 Date item was returned to the owner - after item has been claimed or sent to the rightful
owner.
Generally, lost property is kept for three months, however during that time the
establishment may attempt to contact the owner, especially if the item appears valuable or
the guest is a regular.
Where forwarding address or phone number is available, the guest is contacted and asked
if they would like the item returned.
The guest may be asked to forward postage before the item is sent.
84X
A ‘With Compliments’ letter generally accompanies the return of the item and a copy of
this letter should be filed in the lost property correspondence file.
Some items that have not been claimed within a three-month period, after all channels to
contact the owner have been exhausted, will be given back to the finder or handed to
police depending on the value of the item and what it is.
Lost property should never be taken off the premises without the correct authorisation. You
cannot assume that an item is yours simply because you found it and the owner has
departed.
Is it ‘lost’ or has it been left on purpose?
Where the lost property is clothing (especially lingerie) or other items of a delicate nature,
the decision about whether or not to contact the guest must be made with due
consideration to all the possible ramifications. Tact and diplomacy may dictate that no
contact is made in order to avoid embarrassment and other potential problems.
This highlights that not all items left in a guest room are ‘lost’. They may have been
deliberately left there.
Perishable food
Where perishable foods are found, two options are commonly
available.
The first option is that you may have discretionary powers to deal
with any perishable food you find.
This may include minor quantities of things such as leftover
takeaway foods, a few biscuits in an open packet, or a couple of
slices of cheese, a tomato and some slices of bread left in the fridge.
If the items have been left by a departed guest, you may elect to throw out such items.
Naturally the food would be left where it is if the guest was staying on.
The second option is that Standard Operating Procedures require all
staff to take all found perishable food to the Executive Housekeeper’s
office, and to allow that person to make the decision.
Liquor
Again, specific house practices will vary between establishments.
Commonly, any unopened bottle of liquor – spirits, wine, beer or
whatever else is logged in the standard way, and the liquor may then forwarded to the
central liquor store for safe-keeping or retained in the Housekeeping office for three
months.
Opened bottles may be stored in the normal Lost and Found store, or can be forwarded to
another department.
It is useful to remember that what is actually inside a bottle of open beverage could be
anything.
85X
What is on the label may not be what is in the bottle so you should definitely guard
against having a drink from any bottle, alcoholic or non-alcoholic, that has been already
opened.
Other items
There is really no end to the nature of items that can find their way into
the Lost and Found area from the very ordinary to the highly exotic!
In general terms, however, they can include:
 Inexpensive items – these must still be handed in as, despite being
inexpensive, they may still have significant sentimental value. These
items may include cheap pens, disposable items, handkerchiefs and
socks
 Expensive items – objects of obvious worth such as cameras, lap top
computers, electric razors, jewellery, cash, or clothing
 Documents – this can cover a wide range of papers including business and personal
documents, as well as related items such as passports and credit cards.
Given this wide variety of items that could be found it is worth checking house rules in
regard to the following:
 Newspapers, magazines and books – while it is common practice for staff to dispose of
newspapers from check-out rooms, check your house rules to make sure.
Also, find out about the house rules that relate to the disposal of magazines and books.
Can they be thrown out, or is there a requirement to hand them in?
What criteria apply, if any, to making the decision about keeping or throwing out these
items?
 Cash – check to see if your venue has a special rule about cash that is found.
Regardless of what is considered is to be lost or found; it must be reported and recorded
according to organisational requirements.
86X
Task Sheet 2.4
It is a requirement of this Unit you complete Work Projects as advised by your Trainer.
You must submit documentation, suitable evidence or other relevant proof of completion
of the project to your Trainer by the agreed date.
being able to:
 Identify the correct order to clean a room

 Understand requirements and policies relating to cleaning rooms
being able to explain or demonstrate how to:
 Clean fixtures and fittings, identifying the items and their purpose
 Vacuum floors and other areas
 Clean kitchenette area
being able to explain or demonstrate how to:
 Identify and replenish guest supplies

 Check operational readiness of five items in a room
 Identify and report common defects and damaged items
 Identify and report suspicious items or situations
 Handle guest property in the correct manner
87X
LEARNING OUTCOME 3
PROVIDE VALET/BUTLER SERVICE
Objectives:
1. Identify valet services
2. Proper coordination to ensure optimum privacy, security and confidentiality of all
guests.
3. Display professional valet standards
4. Ensure proper handling of guest’s property.
Information Sheet 3.1
Basic Roles in Valet Service in the Philippine Hospitality Industry
Introduction:
“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 .
HISTORY
88X
Throughout history, the word “Butler” has been associated with service. The
definition of “Service” in the dictionary reads:
- Occupation or function of serving the State, an institution or an individual;
- Organization and personnel supplying some public demand;
- Contribution to the welfare of others.
Considering this definition, it may be said that the Butler is someone who provides
services. The fact that butlers used to serve their guests the butler’s whole life- put them
in an unparalleled position: they got to know their guest like no one else did, which
allowed them to anticipate their needs, ensuring that those needs were satisfied just as
they had been requested, guaranteeing the quality of the service provided and, therefore,
the guest’s full satisfaction.
As the Hotel industry evolved, hotels not only adopted infrastructures never before
imagined but also developed and perfected the services available to their guests in order to
make them feel more comfortable and foster differentiation within the industry.
One of such newly developed services is the Hotel Butler. Which is the difference
then between this type of butler and the traditional butler.
As any business, Hotels are concerned with profitability. This is achieved through
high occupancy levels, which is a result of guest- loyalty. Guests loyalty is not simply a
matter of meeting the customers’ expectations, but of course exceeding them.
How can we possibly meet guests’ expectations if we don’t know what they are? How
can we exceed guests’ expectations regarding a particular service if we don’t know what
they expect from it?
Here is where the active role of the butler is vital. When the guest arrives, the butler
must establish the guest’s profile, be it through the information provided before the
guest’s arrival or through personal contact with the guest or a guest’s acquaintance. The
Hotel Butler must have a series of strategies that serve as tools to get to know the guest’s
needs and as means to generate service needs.
Daily personalized assistance, detailed observation, the capacity to analyze the
guest’s behavior are, among other, the tools that the butler resorts to on a daily basis to
determine what the possible needs of the guest are, to generate such needs, and to
transform them into services provided with the requested level of quality, showing the
butler’s capacity to satisfy the guest’s needs and exceeding the guests’ expectations in
connection with them.
The modern Hotel Butler does not wait for the guest to make a request, but
generates the guest’s requests through suggestions, comments and a high capacity for
implementation. The Hotel butler is in charge of preparing a profile so that in-depth
knowledge of the guest can be achieved.
The Hotel Butler is the HOTEL’s best tool for providing personalized service, offering
a unique experience and an unforgettable stay that will make the guest want to return.
The Hotel Butler makes all the difference:
89X
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.
 Shoe shine.
 Packing and unpacking of guest luggage.
 In-room breakfast and beverages.
 And other personalized services
What are the different services offered by a Hotel Butler and those provided by any
of the other positions mentioned above?
When the Butler is taking the tray to the room, the Hotel Butler must not only
offering 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.
Organizational Chart of the Housekeeping Department

(For large establishments)
EXECUTIVE HOUSEKEEPER OR
Executive Housekeeper
HOUSEKEEPING MANAGER
Room keeping supervisor Public Area Supervisor Linen & Laundry Supervisor
Room boy Houseman utility Linen Attendant

maintenance
Chambermaid Pest Control Technician Laundry Attendant
Mini-bar Attendant
Valet Runner
Gardener/Grounds
Maintenance
Steam Presser/Ironer
VALET RUNNER
90X
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. Checks 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 making reference 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 are 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.
91X
SELF-CHECK 4.1-1
ANSWER THE FOLLOWING QUESTIONS .

1. What are the basic services offered by a hotel butler?
2. What are other personalized services of a butler?
3. In a five star hotel, what is the attire of a butler?
4. What are the roles of butler?
92X
Answer Key 3.1-1
1. Basic services of a hotel butler

a) Laundry and ironing.
b) Shoe shine.
c) Packing and unpacking of guest luggage.
d) In-room breakfast and beverages.
2. Other personalized services of a butler
a. he must 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.
b. he 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.
c. 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.
3. Attire of a butler in a five star hotel
a. wear business attire or suit designed by establishment as their uniform.
4. Roles of a butler
a. When the guest arrives, the butler must establish the guest’s profile, be it
through the information provided before the guest’s arrival or through
personal contact with the guest or a guest’s acquaintance. The Hotel Butler
must have a series of strategies that serve as tools to get to know the guest’s
needs and as means to generate service needs.
b. Daily personalized assistance, detailed observation, the capacity to analyze
the guest’s behavior are, among other, the tools that the butler resorts to on a
daily basis to determine what the possible needs of the guest are, to generate
such needs, and to transform them into services provided with the requested
level of quality, showing the butler’s capacity to satisfy the guest’s needs and
exceeding the guests’ expectations in connection with them.
c. The modern Hotel Butler does not wait for the guest to make a request, but
generates the guest’s requests through suggestions, comments and a high
capacity for implementation. The Hotel butler is in charge of preparing a
profile so that in-depth knowledge of the guest can be achieved.
93X
PROVIDING VALET SERVICE
Introduction
Obtaining the guest's information prior to arrival is crucial in effective delivery of valet
services. The more the Valet Staff knows about the guest, the better the services would be
provided. This could be done by referring to the guest history. Doing so allows the valet
staff to prepare for most requests a guest might demand.
Obtain Guest's Information Prior to Arrival

One of the important characteristics required of a valet staff is being proactive. This
means a valet staff must not wait for the hotel management to provide information about
the guests. Valet staff themselves must ask the management to contact the guest to gather
information from them. For some VIPs, this may be done through their secretaries or
Personal Assistants.
If a guest is a previous customer, a hotel’s guest history is a vital source of information as

it contains the details of the guest’s last stay at the hotel. The guest history may include
about the likes and dislikes of the guest, do’s and don’ts, personal preferences such as
brand names, wake up calls, food, and beverage, room preferences, facilities required,
among others.
The guest history would also show things that went wrong (if any) during the guest’s time
with the hotel. Such an incident report must have the root cause analysis of what went
wrong and the recommendations made to prevent it from happening again.
Information about the guest may be provided by the guest themselves, or by a member of
their staff. This information may come either as written or verbal requests.
If communication is done verbally, it is important to take note of the contact’s details like
their name, telephone number, email for follow up and verification purposes. While talking
to the contact person, taking notes is a must. After the discussion, the notes have to be
sent to the contact person for confirmation.
After all available information from the guest is collected. Having a pre-arrival meeting
with other staff members would be very useful. The meeting will provide valuable
information about the guest, especially the staff members’ experience with the guest (if the
guest is a previous customer). It could also provide small details that might have been
missed in the previous information gathering.
94X
Examples of guest information prior to arrival:
 Names - the primary guest and his/her party (Spouse, children, Personal
Assistants, security, cooks, hair and makeup staff, advisors, media personnel,
nannies)
 Title - how the guest wants to be addressed (professional titles, royalty, and
culture-specific titles)
 Special requests - any specific tasks the guest requests to be delivered
 Itinerary - the schedule of the guest while staying at the hotel
Identify Guest Preferences

Before the guest arrives:
Skills learned in the previous topic are to be applied:
 Reviewing the guest history
 Reviewing of guest communication (notes on calls, emails or other means)
 Communicate with the guest or a member of his party
 Communicate with venue staff and third-party providers who worked with the guest
before
Upon Arrival of the guest:
No amount of preparation can fully prepare the Valet Staff for everything that could
possibly be wanted by the guest. When the guest requires service that has not been
prepared prior to arrival, the following should be observed:
 Common sense - determine what service to provide based on one’s own

experiences, or product knowledge
 Ask the guest or a member of their staff what is needed - this should be done
immediately after the guest is greeted. It is better to describe to the guest upfront
what the available services are
 Clarify when and where the guest needs the attendance of the Valet Staff -
identify the times the guest requires valet services
Ideally, asking the guest of their needs are not supposed to happen because all
arrangements should have been done before the guest arrives at the hotel. Besides, due to
the busy nature of guests, contacting them is very difficult before they arrive at the hotel.
95X
Valet staff has to make do with the available information with what they have. The
important thing to keep in mind is to make all the necessary preparation based on the
available information and be prepared for requests that the guest might make.
When asking the guest what they need, listen carefully and take note of every detail and
ensure that the request is granted to the full capabilities of the hotel.
Asking the guest of their needs establishes their expectations, and all of these
expectations should be addressed as much as possible.
Examples of guest requests:
 Particular brands of food or beverage
 Reading materials such as newspaper and magazines (with the brand in mind)
 Room temperature
 Calls (Reminders and wake up calls)
 Room Service - Food and beverage service, massage services, business support,
 Organized tours
 Restaurant reservations
 Making travel arrangements
 Other personal requests
These are just some examples of common requests. Some VIPs have over the top requests
that cannot be addressed by valet service alone so coordination with other offices is a
must.
Liaise with Other Staff

The Valet Staff can’t do everything by himself/herself. Thus, there must be constant
coordination with other concerned hotel departments or external providers in order to fully
satisfy the preferences of the guest.
Liaising with other staff:
Valet Staff may be required to do the following:
 Coordinate with other hotel staff to discuss the stay of the guest and the required
arrangements while the guest is in the hotel
 Coordinate the arrival of the guest:
o Transportation
96X
o Preparation of room
o Food and beverage
o Security and logistics
o Luggage movement
 Informing of other offices of the arrival of the guest that may include:
o Informing the hotel officials - if they will personally welcome the guest
o Informing the front desk - because standard check-in procedures may not be
followed for VIP guests
o Confirming the number of the guest’s party with the Food and Beverage
Department when the guest has a reservation
o Coordinating with Security (number of guests, room numbers, close in

security)
o Coordinating with Housekeeping for confirmation of guest arrival, number of

guests, room allocations, and special services
o Other department staff necessary for delivering the required service of the
guest
Liaising with Third Party Individuals
External Providers
External providers may include the following
 Various suppliers (food, beverages, flowers, equipment, etc)
 Transport providers (pickup and drop off, tours)
 Event organizers (venue staff)
 Operators of leased equipment (lights, sounds, etc)
 Local Government Units (local permits, courtesy calls)
 Sponsors of events (sponsor kiosks)
97X
 Press/Media
 Other external providers
In dealing with external providers, it is important that the Valet Staff contacts them and
update any new information they might need. The arrangement, including the new and
updated ones, should be confirmed with them.
The Guest and Their Staff
Valet Staff would not just deal with the primary guest, but also communicate with the
other party members of the guest. In dealing with them, remember the following:
 Introduce yourself as the valet staff
 Provide contact details
 Welcome not just the VIP guest but also their entourage
 Offer your services
 Identify any changes to previous plans
 If possible, find out more about the preferences of the guest through their staff
Checking of the Guest Room Prior to Arrival of the Guest

Before the guest arrives, the valet staff must check the room if they comply with house
protocols and to the specifications of the guest.
Guest Room Preparation
In preparing the guest’s room, the valet staff must do the following:
 Double check if the room is prepared according to the specifications of the guest
 The valet should be involved in the actual preparation of the room because
ultimately, the valet would be the one who will have to answer to the guest in case
the room turned out to be out of the specifications of the guest
 Prepare the room according to the usual hotel standards if the guest did not specify
any requests for the room.
Things to consider when inspecting rooms:
98X
 Timing - the room must be ready at least 3 hours before the estimated time of
arrival of the guest
o Three hours is allotted because it would be enough time to apply any changes
to the rooms as to specific instructions
Concerned Inspectors:
The following personnel must inspect the room before the guest arrives and must do so
separately:
 Guest Room Attendants

 Floor Housekeeper
 Executive Housekeeper
 Valets
Inspection Checklist:
 Floors, walls, ceilings, and carpets

 Fixtures, furniture, and equipment
 Appliances -
 Interior and Outdoor areas
 Complementary products
 Door locks
 Alarms are turned off
 Arrival items
 Reservation confirmations
 Guest specified items
 Vault (exact term)
Tips for Inspecting:
 See - look at everything inside the room, even the smallest. Check if everything looks
right
 Smell - Your nose, knows. Any unpleasant smell must be taken care of.
 Hear - check if there are unnecessary sounds coming from appliances or equipment
in the room or if there are noises from the surrounding area.
 Touch - feel counter tops if they are dusty or use your hands to check the overall
cleanliness of the room.
The purpose of inspecting is to find out if there are things that have to be done to the
room. Therefore, there would be instances when actions have to be done. Some of this
corrective actions may include:
 Cleaning the room again

 Furniture, fixtures, items rearrangement
 Maintenance or repairs
 Room transfer
99X
Welcoming the Guest
Now that you have done the necessary preparations for the guest's arrival, it is now time
to welcome the guest.
Procedure:
1. The Valet staff must greet the guest warmly and with a smile;
2. Use the last name of the guest or address him with Sir/Madame when talking to
him/her;
3. Personally take care of the guest's immediate needs like assistance for carrying
his/her luggage;
4. Open the door for the guest;
5. Explain the facilities to the guest;
6. Make suggestions to help the guest enjoy his stay;
7. Offer additional help and inform the guest how you can be contacted; and
8. Bid the guest goodbye.
Unpacking and Packing
Unpacking and Arrangement of Guest's Luggage

Once the guest has settled in the room, and you have addressed any immediate request of
the guest. Unpacking and arranging the guest's clothes and other items should be done
next.
Procedure:
1. As courtesy to the guest, the Valet staff will ask permission from the guest before
touching the guest's belongings;
2. Use gloves as Personal Protective Equipment (PPE);
3. Choose an empty and flat surface such as a table or bed to have appropriate space
for the items to be unpacked;
4. Segregate the items that need to be ironed, laundered or cleaned.
5. Put the items to be laundered inside the laundry bag which can be found inside the
cabinet;
6. Check the shoes if it needs to be cleaned/repaired. Separate them for cleaning or
repairing later. For clean and functional shoes, place the shoes at the designated
place;
7. Sort hats, belts, scarves and other closet accessories out of the bag and hang on the
hooks found on the side of the cabinet;
8. Place all toiletries such as makeup and hair care items on the shelf/vanity table;
9. Secure any electronic accessories, including cameras, extra batteries, game
cartridges or DVD's and put them together on a shelf or table;
10. Check the small pockets of the bags as well the purse or carry on luggage for
these items.
11. Arrange t-shirts and sweaters on separate shelves by color and sleeve length;
12. Fill in the drawers in the following order:
o Underwear on the top drawers. Shirts and sweaters underneath
o Hang blazers one by one, next to each other
100X
o Put matching or similar colors together.
o Fasten, button or zip so that everything hangs right.
Note: Put the colors your client wears most often on the shelves that are easiest to reach.
13. All shirts should be hung up together in one section

14. Arrange by colors from light to dark with all of one color group together.
15. Follow the same process for skirts, pants, etc.
16. Hang pants from the waist or cuffs on a pants hanger
17. Check the cabinet for misplaced items
18. Close the cabinet
Packing of Guest's Luggage

Unpacking the guest's clothes and other items is the easy part. Packing them all back
together is an altogether different skill and requires more attention to execute properly.
Procedure:
1. As a Valet Staff, ask permission from the guest before touching his/her belongings
(When packing expensive items such as electronic gadgets or pieces of jewelry, the
valet staff should be assisted by a Supervisor/ House Managers);
2. Lay everything on the bed including the suitcase. (Make sure that it is within the
guest’s sight);
3. Make a list of all items you will pack;
4. Use gloves as Personal Protective Equipment (PPE)
5. Gather all the equipment, tools and materials needed in performing your tasks:
o Luggage
o Ziplock bags
o Clothes (clean/ dirty)
o Toiletries
o Shoes/slippers
o Name tag
o Mesh bag
1. Roll pajamas, nightgowns, sweaters, and other casual wear to fill small spaces,
when possible;
2. Layer each rolled up outfit on the bottom of the suitcase;
3. Lay the first heavy clothing such as jacket or pants. Put it on top of the rolled items;
lay it flat in the suitcase being folded;
4. Put the next item on top - it should be placed in the opposite direction from the first
item;
5. Pack each item one at a time in a clockwise direction and allow sleeves, pant legs,
skirt lengths to hang over the edges as you stack more and more items;
6. Select an object to form the core of the bundle (books, papers or magazine);
7. Put core object on top of the pile of clothes you have stacked;
8. Start wrapping up your bundle. Begin with the last item you placed;
101X
9. Wrap sleeves, pant legs, skirts lengths over the core; neatly wrap the ends of that
item across the core bag on top of the pile
o Wrap each item as neatly as you can.
o Pack tightly.
o Packing loosely wastes precious space and causes clothes to wrinkle;
10. Place your remaining luggage items, like shoes, around the perimeter of the
bundle;
11. Put tag for identification;
o NAME, DESTINATION, TEL. NO.
12. Inform the guest that you have finished packing their luggage; and
13. Bid the guest goodbye.
Process Laundry and Pressing

Although the Valet staff does not actually do the laundry or pressing of guest clothes, part
of their duties and responsibilities is to process them for endorsement to the Laundry
Attendant.
Procedure:
1. Fill in the laundry list found inside the cabinet:

 Name and room number of the guest
 Type of service to be done on the item
 Number of items
 Type of items
 Checking for possible damages on the clothes
 Special instruction/s of the guest
2. Ask the guest to sign the laundry list for confirmation. Guest's signature means that
the items were collected as listed;
3. Ask the guest if they still need further assistance;
4. Bid the guest goodbye;
5. Take the guest's items to the laundry's receiving area;
6. Sort the items according to:
 Number of items to be laundered
 Types of fabric
 Washing procedure needed by the fabric
 Stain
 Colors
 Sizes, etc.,
7. Ensure that the correct laundry documentation is filled out:
 Guest details are recorded (date, room number, guest name, time)
 Numbers of items correspond to the laundry list,
 And note any discrepancies, damage or stains.
8. Endorse the laundry item to the right laundry personnel involved in performing the
tasks
9. Report any discrepancies to your supervisor, e.g. shortage of items to
documentation, damaged items, guest's special requests.
10. Collect guest's clothes from the laundry;
102X
11. Deliver guest's clothes;
12. Knock on the guestroom door and announce, “Valet Service;”
13. Enter the room discreetly to avoid disturbing the guest;
14. Greet the guest and let the guest know your purpose
15. Ask the guest were you can place the laundered items;
16. Ask the guest to sign the delivery form;
17. Ask the guest if they still need assistance;
18. Bid the guest goodbye; and
19. Close the guestroom door carefully
Clean Guest Shoes

Procedure:
1. Prepare the materials needed:

 Different colors of polish/wax
 Polishing brushes
 Polishing cloths
 Cleaning brushes
 Cleaning cloth
 Shoe horn
 Shoes
 Gloves
 Good morning towel/ newspaper
2. Wear protective clothing:
 Put a towel on your lap (if sitting down) or,
 Spread newspaper on the table or any flat surface (if standing)
 Wear disposable gloves
3. Sit properly on a chair and begin cleaning/polishing the shoe;
4. Pick up the shoe by holding the sole;
5. Carefully examine the shoe by observing the following:
 Material used (leather, leatherette, plastic, synthetic leather, animal
skin, with beads, gamosa)
 Color of the shoe
 Dirt
 Dent/ scratch/ damage on the shoe.
6. If the shoe has damage, present to the guest for confirmation
7. .Note: Minor repairs should be performed by the assigned Valet staff;
8. Make a mitten on your finger and clean the inner part of the shoe. Use a clean cloth:
 Wrap the corner of the cloth around your first and second fingers of
your dominant hand. Twist the remainder of the cloth to tighten the
portion around your fingers and hold that part in the palm of your
hand;
 When removing dirt and dust on the outer part of the shoes, make a
mitten using four fingers with outward motion;
 Use a very soft brush if the shoes have beads or if the material used is
sensitive. Remove all dust and dirt by wiping the shoe, especially the
heel and sole with a cloth. Apply the polish; and
 Start from the tip of the shoe and work your way towards the heel
9. Wait for the shoe to dry completely; and
103X
10. Buff shoes with a clean, lint-free cloth or use a shoe brush to bring out the shine .
Receiving and Acting on Guest Requests

The human factor in all types of communication and customer service makes the
difference. Guests need to feel taken care of. Good customer service includes effective
telephone communication. The difference between a positive and negative experience with
a phone call is you.
Procedure:
1. Telephone ringing;
2. Answer the phone on or before the third ring;
3. Make the standard greetings with a smile:
 Identify your department then identify yourself.
 Adding phrases such as “Housekeeping Department, good morning.
This is (state your name), how may I help you?”
4. Have a pencil and a paper ready;
5. Listen attentively, focus your attention on the caller;
6. Write down immediately the caller’s name and room number, time of the request,
special request and/or instruction;
7. Answer the inquiries of the guest;
8. Repeat all details such as the name and room number, special request and/or
instruction of the guest;
9. Assure the guest of the immediate action. (example: I shall connect to the
department your request now it shall be granted, Sir);
10. Bid the guest goodbye with some pleasantry;
11. Put down the telephone upon hearing the click from the other end; and
12. Make a follow up if necessary.
104X
SELF CHECK 3.2
ANSWER THE FOLLOWING:
1. “as a valet or butler one may sometimes find themselves in a position where being
dedicated to a guest means they cannot be dedicated to what the venue requires them to
do”
In your own opinion:
a. What area of being a valet or butler do you find some difficulties or

weaknesses ?
b. Describe the weaknesses and difficulties.
c. Are there solutions to these conditions? What do you propose?
PERFOMANCE TASK 3.2
Make a video demonstration about the following:
105X
a. welcoming the guest
b. opening and unpacking the guest luggage
c. cleaning the guest shoes.
LEARNING OUTCOME 4
PROVIDING LAUNDRY SERVICES TO GUESTS
Objectives:
1. Collect laundry for laundering functions
2. Perform laundering functions
3. Process laundered item
4. Return laundered item

COLLECT LAUNDRY
The Laundry Attendant
Responsibilities of a Laundry Attendant

The Laundry Attendant is responsible in collecting and washing dirty clothes of customers
and hotel beddings and uniforms. They also perform ironing, folding and the distribution
of laundry items to its designated destination.
Duties & Responsibilities:
106X
o Counts articles to verify quantities on laundry requisitions.
o Tag, sort and pre-treat guest’s laundry items in accordance with
organizational requirements.
o Inspect guest items for damages and stains and report any damages to the
laundry supervisor.
o Ensure the proper use, storage and maintenance of laundry equipment, tools
and supplies.
o Perform spot cleaning procedure on heavy soiled/ stained and contaminated
articles.
o Perform washing of guest items according to property’s standard procedures.
o Perform mending and repair of guest garments.
o Fold and place laundry item in appropriate storage area.
o Operate laundry machinery such as washers, driers and ironers.
o Perform pressing / ironing according to prescribed procedures.
o Responsible for sewing or mending of guest clothes.
o Figure bills to be attached to guest laundry.
o Clean and maintain work areas.
o Transport clean laundry to storage areas.
o Perform other duties as maybe assigned by the supervisor
o
Role of On-Premise Laundry
Hotels may elect to have either an on premise laundry or use an off-site laundry. The
decision on which one to use may be influenced by the size of the hotel, its location or its
star rating.
What is an on premise laundry (OPL)?

This is where the laundry is situated somewhere within the hotel premises. The hotel will
be able to process all hotel linens for use in hotel rooms and restaurants. In some cases,
the hotel may also have a dry cleaning facility which will enable them to process all items
needing to be dry-cleaned including guests’ clothing and hotel soft furnishings.
Where there is an OPL, the hotel will own all the laundry equipment, all linen items and
employ all laundry staff. The hotel will also be responsible for maintaining all laundry
equipment.
These are advantages and disadvantages to having on OPL
Advantages of having an OPL
 The hotel has total control over the quality of linen used because they can select
and buy the quality and quantities required
 The hotel has total control over the quality of the laundering and finishing processes
 The hotel has total control over the scheduling of staff working hours and the
scheduling of maintenance and repairs i.e. Staff may be rostered off during quiet
periods and rostered for extended hours if necessary during very busy periods
107X
 Where the OPL also processes guest dry cleaning and laundry, the revenue
generated from this will help to offset some of the operating costs.
Disadvantages of having an OPL
 The hotel will have to outlay a large amount of initial capital expenditure to
purchase all laundry equipment including its installation and ongoing maintenance
 The hotel will have to outlay a large amount of capital expenditure to purchase all
hotel room and restaurant linens and its ongoing replacement
 The hotel will need to find a location for the installation of a laundry facility. This
may mean that space that could be used for revenue generation, such as a
restaurant or additional guest rooms, may be sacrificed for this purpose
 There will be additional staff to recruit, train and manage
 The hotel will need to purchase all laundry supplies such as chemicals, trolleys,
packaging, and coat-hangers
 The hotel will incur additional utility costs including gas, electricity, water and
sewage costs
 There will be a “noise and vibration” factor associated with washing machines and
dryers. The laundry will need to be located well away from guest rooms and guest
areas
 The hotel will need to have ample storage areas to store both clean and soiled linen
 In the case of major machine breakdowns, laundry staff may be idle and production
halted, causing disruption and linen shortages to the operation.
Advantages of using an off-site laundry
 All capital expenditure of machinery and linen is the responsibility of the laundry
service provider
 All utility, maintenance and staffing costs are borne by the laundry service provider
 Regular scheduled deliveries and collection times
 The hotel will know all unit processing costs and can budget accordingly.
Dealing with outside Laundry contractors

Should the hotel decide to use contractors for the supply of laundry or dry cleaning
services, it is extremely important that initial negotiations cover all aspects of servicing the
hotel’s operation and that a written contract is agreed upon for a definitive time. It is also
prudent for the key Hotel operations personnel to inspect the laundry to ensure that
volume can be handled and to ensure a high standard of cleanliness and hygiene is
maintained. References from current clients should also be reviewed.
Issues that should be covered in a contract should include but are not limited to:
 The quality of linens provided specifying fibre content and sizes of all items
 The items that are to be provided or washed. This will depend on whether linen will
be leased from the laundry or owned by the hotel and washed by the laundry
 The par levels to be maintained by either party
 Days of the week that soiled laundry will be collected and clean items delivered
including frequencies of these e.g. twice a day or three times a week
 Approximate delivery times – these must meet the needs of the hotel
108X
 The provision of transport equipment – whose responsibility is this? Will trolleys or
bags be used?
 Provision of service in the case of major equipment breakdowns or emergencies (e.g.
fire at the laundry)
 Procedures for rewash of linen received with stains (to avoid additional costs)
 Procedures for replacing linen that is worn or damaged (what is and isn’t acceptable)
 Procedure for charging the hotel should there be abuse of linen by hotel staff
 Procedure for incorrect deliveries or shortages
 How linens will be packed (consider logistics of the hotel)
 Procedure for compensation should the laundry damage hotel linen, staff uniforms
or guests’ laundry and dry-cleaning. This is usually stipulated on the guest laundry
docket to protect all parties
 Provision of the necessary summary sheets, guest laundry dockets and laundry
bags for placement in the hotel rooms (who will pay for these and what do they look
like?). How will processed guest laundry and dry cleaning be presented and
packaged?
 Pricing for guests and staff laundry including possible discounts
 Procedure for stocktakes
 Unit price per item processed
 The security of all hotel linens
 Contact persons at the laundry and/or hotel to deal with issues arising from the
contract
 Payment terms
 Length of contract
 Termination and renewal of contract.
Identify the equipment that may be found in an on – premise laundry

Depending on the size of the laundry premises and the size of the hotel it needs to service,
equipment types and sizes will vary considerably.
The following is a list of the main types of equipment used for processing hotel linens:
 Washer-extractors (also known as washing machines). These vary in size and can
hold between 5kg and 200 kg of soiled linen. They wash linen and also extract most
of the residual water content by spinning in the last cycle
 Continuous batch washers. These are only used where there is a large volume of
washing such as in a five star 500 room hotel where linen is changed every day. The
machine resembles a tunnel and is controlled via a computer programme which can
direct the loading, unloading, and drying of linen through automation, reducing the
need for several staff members
 Tumble dryers. These are used to dry towels primarily and can again vary largely in
their capacity – from 5 kg to 80kg
 Flatwork feeders. Used to assist in feeding sheets and table linen on to the flatwork
ironer. They are comprised of a series of clips which automatically feed sheets on to
the ironer
 Flatwork ironer. This is a machine that irons and dries sheeting and table linen in
one pass
109X
 Flatwork folder-this is attached to the flatwork ironer and is pre-programmed to
mechanically fold sheets and table linen. The folding mechanism can be switched off
when ironing small items like napkins
 Roller irons. These are found in small laundries for ironing small items like napkins
and pillow cases. Larger versions can be used for ironing sheets. The item is passed
through the ironer and returned to the operator for manual folding. The final result
is inferior to the larger flatwork ironer but in motels where the sheets are a blend of
50%polyester and 50% cotton the result may be satisfactory. They are labour
intensive. They would not usually be suitable for ironing sheets made of 100 %
cotton
 Towel folding machines. These are machines where dry clean towels are fed
manually on to the towel folder and automatically folded. They may be single lane or
multi-lane. The towel folding machines can be pre-programmed for producing
different folds
 Presses. Hothead presses are used mainly to press clothes but can also be used to
press small items like napkins and pillowcases. Pressing in this way, however, is
labor intensive and not recommended for large quantities.
The following is a list of the main types of additional equipment needed if processing hotel
soft furnishings, guest dry cleaning, and staff uniforms
 Polymark machine. This is a machine that is used to identify guest garments by

attaching heat stamp labels on to each garment. These labels withstand the laundry
and dry cleaning processes but can be easily removed and do not damage the
garments if used correctly
 Spotting board. This is a specially designed table used for spotting garments prior to
being washed or dry cleaned. Stains are treated according to their classification with
specific spotting chemicals. The spotting table uses a steam hose which can be used
to assist in the removal of stains and can also generate air to dry the fabric after
stain removal. It is operated by using foot pedals. This piece of equipment should
only be used by experienced and trained staff
 Dry cleaning machine. This is a machine that is used to dry clean items that cannot
be washed in water. They operate similarly to a washing machine but use a solvent
to clean. The main solvent in use today is perchloroethylene. The machine cleans
and dries the garments in one cycle
Different types of presses.

These are many and varied. There are presses designed specifically for pressing trousers
and others designed to press shirts
 Small trolleys and weigh scale. Trolleys are needed to collect guest dry cleaning bags
from guest rooms and also for sorting garments into categories for washing and dry
cleaning. A scale is needed to ensure machines are not overloaded
 Mobile trolley with hanging rack for delivering guest items back to the rooms
 Sorting table for receiving and marking items
 Shelves or pigeon holes for sorting and collating finished items
110X
 Shirt folding machine. This is a template that can be used to fold shirts and tee
shirts only.
Miscellaneous equipment that will be needed for the laundering operation of linen
This includes the following:
 Trolleys for transporting soiled linen from the rooms to the laundry
 Trolleys for transporting clean linen within the laundry. Please note that clean linen
should NEVER be transported in the same trolleys in which soiled linen has been
carried. If the trolleys are to be used for both purposes, they must be fully sanitised
between each use or have the fabric liner changed and washed
 Trolleys for transporting linen back to the floors
 Weigh scales. These are used to weigh soiled linen before placement into the
washing machines so that they are not overloaded. If washing machines are
overloaded or under loaded, the wash result will be inferior
 Fabric bags for collection of linen
 Shelving for linen storage
 Chemical pumps and chemicals
 Press pads. Covers on the ironing machines and presses need to be clean and
regularly changed.
Miscellaneous equipment that will be needed for the laundering and dry cleaning
of soft furnishings and guests’ clothing and staff uniforms
This includes:
 Packaging materials such as baskets or cardboard boxes, plastic bags, coat hangers
 Marking tape and tags
 Dry cleaning dockets and plastic bags
 Spotting chemicals, spatulas, and tamping brushes.
111X
Guest Clothes are Picked Up
Introduction
When a guest makes a request for guest laundry and dry cleaning service, the guest will
usually ring either Housekeeping, Reception, the laundry or the porter. Every hotel must
have a defined procedure for the collection of guest laundry and all relevant staff must be
aware of this procedure so that the service is seamless.
It is not uncommon in hotels for the waiter who delivers the room service breakfast to be
handed laundry by the guest. The waiter must also know how to handle this situation.
It is common practice, for example, that guests will hand in laundry for processing the
night before to the night porter or to Reception when the laundry or Housekeeping is
closed. It is absolutely imperative that these laundry items are delivered to the correct
location the following morning so that they may be processed. It is not uncommon for the
night porter to go off duty and overlook these items and Housekeeping will receive a call
the next evening from the guest to say he has not had his laundry returned. After a
thorough search of all areas, the unwashed laundry is then found at the porter’s desk,
causing inconvenience to the guest and embarrassment for the hotel for the lapse in
service.
Answering the Telephone

Always answer the telephone in line with your hotel’s procedures using the correct
phrases and the guest name wherever possible:
 Always greet the guest with a pleasant voice.(“Good morning Mr Jones”)

 Always identify the department and yourself (“Laundry department, Mary speaking”)
 Advise the guest of when the items will be collected. (“John will be along shortly to
collect your items Mr Jones – please leave them on the bed if you are leaving the
hotel”)
112X
 Answer any questions that the guest may have in relation to the service e.g. “What
time will my laundry be returned?” or “Is it possible to have the zip replaced on my
trousers?”
 Have a thorough knowledge of the services that are available to the guest (a two
hour pressing service, for example, may incur a surcharge).
If collecting items from the guest’s room:
 Always knock on the door (or ring the bell) and identify yourself (the guest may be
undressed early in the morning)
 Knock again before entering the room. As you enter the room, always identify
yourself in a loud and clear voice (“Good morning, laundry service”)
 Collect the items quickly and leave the room making sure the door is locked
 Cross or tick off the room number on your collection list
 Check in each of the bags that there is a completed laundry docket and secure the
bag closed so no items can fall out
 If the guest has not completed a laundry docket, write the room number/name on
the outside of the bag to identify where it came from
 Place the bags in your trolley for delivery to either the in-house laundry or the point
of collection.
Laundry Runner Sheet

The sheet is completed as items are collected and room numbers should be crossed off
once they have been collected with the time written in the last column.
If it is a large hotel, the runner may carry a pager or mobile phone so that they are readily
accessible for urgent collections.
Identify the linen items that may be laundered in an on-premise laundry

Hotels have many items that will need to be laundered or dry-cleaned. The most common
items requiring laundering will include:
 Sheets (all sizes)

 Pillow cases
 Pillow protectors
 Duvet covers
 Mattress protectors
 Mattress toppers
 Duvets
 Pillows (polyester or microfiber fill)
 Bath towels
 Hand towels
 Colored towels (used in hairdressers or in massage rooms)
 Bathmats
 Face washers
 Bathrobes
 Table cloths (all sizes)
 Colored table linen
 Napkins
113X
 Tray mats
 Staff uniforms
 Guest laundry
 Cleaning cloths
 Tea towels
 Glass polishing cloths
 Mops
Meanwhile, the most common items in a hotel that will require dry cleaning are as
follows:
 Curtains
 Cushion covers
 Table skirting
 Chair covers
 Bedspreads and bed skirting
 Blankets
 Pillows (feather fill)
 Staff uniforms
 Guest dry cleaning.
 In-House Items are Picked Up
Introduction
There are many ways in which both soiled and clean linen is moved within a hotel
property. All departments that use linen must be familiar with both the collection and
delivery systems that exist so that the laundry can wash all soiled linen in a timely
manner and return it for use back to the relevant departments so that there are never any
shortages.
There are many methods of handling linen and this will be influenced by several factors:
 The size of the hotel

 The layout of the hotel
 The logistics within the property
 The number of rooms and bathrooms
 The star rating
 How often linen is changed
 The amount of linen storage cupboards throughout the property
 The number of par levels
 The operating hours of the laundry
 Whether or not the hotel has a separate linen room or uniform room or both
 The quantities and types of linen used
 The number of restaurants and their operating hours
 Whether there is a gym, hairdresser, spa, swimming pool or massage rooms
 Whether or not the hotel operates 24 hours a day (as in a casino property)
 Whether there is a linen chute from the floors directly to the laundry.
114X
Internal Transportation
 Where the laundry is on-site at the hotel (OPL), transportation of linen to the
laundry may be done by laundry, housekeeping or restaurant staff.
 Soiled linen may be delivered directly to the laundry via a chute from the guest
floors. The room attendants will strip the linen from the rooms and then place the
soiled linen down the chute. This method does save time and ensures that the
laundry has a consistent flow of soiled goods at all times.
 In other hotels the linen may have to be collected manually from each floor and
packaged into trolleys or bags and then transported to the laundry via lifts and
corridors.
 In widespread hotels as on some island resorts, transport of linen may be by way of
a buggy to which trolleys are attached. This circulates across the property,
collecting and delivering linen to the maids’ stations several times throughout the
day
 Restaurant staff may also deliver soiled table linen directly to the laundry in trolleys
and bags.
 In some hotels there may also be a separate linen room from where all soiled linen is
received and counted and from where clean linen is issued. In this case all clean
linen is returned to this location from the laundry for re-issuing of the same
quantities back to the guest floors and restaurants.
Methods of Managing Linen – Stock

There are essentially three different methods of managing linen stock when there is an on-
site laundry:
a) 1 for 1
b) Top up system
c) Requisitioning system
1 for 1
 Each floor or restaurant is issued with an agreed par level of linen. With this
system, all items are exchanged clean for dirty. e.g. If the restaurant uses 200
napkins then 200 clean napkins will be returned
 In some hotels, for example, guest room floor pantries are set with correct par levels
for that particular floor. As room attendants remove soiled linen from each room,
they count the linen. These quantities are recorded on their work sheet next to each
room number
 At the end of the day, the quantities are totaled and checked by the Housekeeping
supervisor and sent to the linen room or laundry for replacement in exact quantities
onto these floors
Example: If the room attendants on the 43rd floor use:
 46 Queen sheets
 48 pillow cases
 36 bath towels
 29 hand towels
 52 face washers
115X
 24 bathmats
 12 bathrobes.
Then this will be the amount that is replaced in to the floor pantry on the 43rd floor
Top up system
 This is a system where no par levels are established so stock levels are just "topped
up" daily
 This may lead to overstocking of items and uncontrolled costs. It may also lead to
extreme shortages of linen because there is essentially little or no control over the
linen. One restaurant may be short of linen whilst others may have a stockpile.
 Similarly one guest floor may have excess of one item such as bath towels where
another floor has none.
Example:
Room attendants use linen and rely on laundry or housekeeping staff to replenish the
stock.
Requisitioning system
This is a system where the hotel keeps a stock of linen items in the linen room. Each
restaurant will requisition only what they need on www.eventlinen.com.au on a daily
basis. If the hotel does not have the required stock, they may need to arrange temporary
hire of some items from an outside company.
116X
SELF CHECK 4.1
True or False
__________1.The hotel has total control over the quality of linen used because they can
select and buy the quantities requiredTRUE
__________2. A hotel with out of premise laundry has control over the quality of laundering
and finishing process
__________3. The hotel will have to outlay a large amount of initial capital expenditure to
purchase all laundry equipment
__________4.Since washing machines are pretty much automatic, there is no need to hire
additional personnel
__________5. The hotel will have additional utility costs for water, electricity, and salary for
personnel
117X
PERFORM LAUNDRY
Linen and Guest Clothes for Laundry are Received, Sorted, and Accounted For
Receiving Laundry
1. Place the laundry bag that contains dirty clothes in the receiving area
2. Note the time when guest item is being receive
3. Check laundry list accordingly
 Name of the Guest
 Room Number
 Specific instructions/request
4. Check laundry items against the laundry list
 Count number of each item
 Make sure that the numbers of the laundry items correspond with the
laundry list
 Write down any correction in the laundry list
 Ask your supervisor to sign the corrected document
5. Tag each laundry Item
6. Record guest laundry according to company procedures. You should write the
following in the control record book:
 Name of the Guest
 Room No.
 Record express service with required delivery time
 Place guest date of departure (if needed)
 If the guest is expected to depart on the same day, charges should be made
immediately and send a receipt to the Front Office
7. Report any discrepancies to your supervisor, e.g.
 Shortage of guest items to documentation
 Heavily stained or damaged items
8. Check each garment for damage such as: fading color, stains, missing buttons,
tears
118X
9. Shake out any loose items or soils wrapped up in the garment
10. All express items must immediately be handed over to the washer or dry
cleaning operator
11. Put all dirty items to the various sorting baskets supplied for this purpose
12. Report to the Laundry Manager or to the person concerned any unusual
condition, including valuable items left by the guest
How is linen sorted?
Linen is usually sorted as follows:
 Dry soiled linen is easier and quicker to sort than damp linen as linen that has been
washed may become twisted in the wash
 All linens must be sorted by fibre type. Sheets and tablecloths may be constructed
of 100% cotton, or a polyester/cotton blend or 100% linen fiber. Tablecloths may
also be constructed of 100% polyester. Sorting by fibre type helps to expedite
production by washing all same items together
 Linen must also be sorted by the degree of soiling. Kitchen cleaning cloths, for
example, will be much greasier than those used by Housekeeping staff to clean the
rooms. As such they will need to be washed separately with a much harsher wash
formula
 Colored linens are sorted separately from white linens
 It is necessary to open out linen to ensure there is no waste within it that may get
into the washing machine. Shaking, however, should be kept to a minimum so
airborne bacteria will not be dispersed into the atmosphere
 Linen used in hotels is often referred to as "flatwork” as most of it is finished on a
flatwork ironer.
Linen Sorting Categories
Items are sorted in to the following categories:
1. Sheeting
When sorting through sheets and pillow cases, it is not uncommon to find soiled tissues,
or guest clothing (usually nightwear) removed in error by the room attendant when
stripping the bed. On occasions pillows may be inadvertently wrapped up in sheets and
children’s soft toys may also be found. It is important that these items be removed from
the linen before washing, noted and returned to the client at the end of the day. In the
case of nightwear being found, this should be laundered separately as a courtesy before
being returned.
2. Pillowcases
These must be separated from sheets as they are washed separately .It is much easier to
separate them when dry. If they are washed with sheets, they will get twisted in the final
extraction and will be much more difficult to sort. This wastes time and slows down
production.
119X
3. Duvet covers
These need to be sorted from the sheets as they are also processed differently.
4. Towels
These will need to be sorted from sheets as they are washed on a different wash cycle
because of fiber type and degree of soiling. In a hotel environment towels are usually more
heavily soiled than sheeting. Items found mixed with towels may include soap and tissues
and these all need to be removed prior to washing.
Whilst all sizes of toweling can be washed in the same wash cycle (bath towels, hand
towels etc.) white towels should always be washed separately from colored towels.
5. Colored towels
Sometimes if there is a spa area, massage rooms or hairdresser within the hotel, colored
towels are used. These may be heavily soaked in massage oils or hair dye and must be
washed separately. Colored towels will always fade over a period of time.
6. Bathrobes
These will need to have the belts removed before washing otherwise they may get tangled
in the wash causing damage to the belt loops on the robes. If there are pockets in the
bathrobes, these will also need to be checked for guests' personal items or old tissues etc.
Bathrobe belts will be placed into a mesh laundry bag before being placed in the machine.
7. Table linen
This must be sorted to remove food scraps, cigarette butts, cutlery and sometimes even
pieces of crockery! Cutlery that circulates in a washing machine may cause extensive
damage to the mechanics of the machine and may necessitate the machine being out of
service for an extended period due to repairs. It may also cut and damage the linen that is
being washed. This will add pressure to the laundry operation if a machine has to be
placed out of service.
8. White table linen

Must be sorted from colored table linen to prevent dye runs
Sometimes in hotels that have a high volume of functions and events, colored paper
napkins may be used alongside white linen napkins to create a certain ambiance .It is
absolutely essential that these be removed prior to washing .One red paper napkin
overlooked can cause a whole wash load of white linen to turn pink! This pink wash load
will then need to be rewashed with stronger chemicals to remove the pink tint. This will
add cost and time pressures to the processing of linen. The necessary rewash of these
items will require large amounts of bleach at high temperatures. This wash formula may
damage this linen.
When an excess of these items are found regularly in table linen, this must be reported to
the client or restaurant manager for their action and follow up in order to eliminate this
practice
9. Tea Towels
120X
Those from the kitchen should be washed separately than those from the guest rooms and
bar areas due to the grease content. It is recommended to have different colors for
different areas of a hotel a) for identification and b) to reduce cross contamination. For
example, a greasy tea towel used by kitchen staff will leave smears on polished glasses.
10. Cleaning Cloths and Mops

All hospitality operations require cleaning and so will have a supply of cleaning cloths and
mops .These may require laundering daily. Kitchen cloths should always be laundered
separately from those of Housekeeping due to having higher levels of grease and fat
contained within. Where color coded mops are used for Housekeeping and Kitchen areas,
these must also be washed separately.
Special Note Regarding Body Fluids
If bed and bath linen are found with large amounts of blood, faeces, vomit or urine, this
linen should always be treated as potentially infectious linen. This linen should always be
kept separate from other lightly soiled linen.
The room attendant or cleaner should wear rubber gloves when handling such linen.
Solids should be flushed from the linen wherever possible prior to sending to the laundry.
This linen should then be placed directly into a soluble bag which is a heavy duty
polythene bag which is usually red in colour and tied with its own soluble tie. These bags
can be placed directly into the washing machines and are designed to dissolve in water.
Where blood is present the water temperature should be low as hot water will set the
stain. This will then require additional special treatment before rewash. The red bags alert
laundry staff of potentially infectious linen and reduce its handling. The bags are designed
to dissolve from the outside on contact with water in the first flush of the wash cycle.
Common Stains on Linen
The most common stains found on table linen are:
 Red wine
 Coffee and tea
 Lipstick (on napkins)
 Food coloring and food residue
 Salad dressings and butter
How are Clothes and Uniforms Sorted
Once items have been received, checked for quantity and marked per each guest, they are
then sorted in to categories for processing .It is important that all care labels on all
garments be read when doing so.
Items are sorted for:

 Washing
 Dry cleaning
 Press only.
Items for washing are then sorted into:
121X
 Whites
 Colors
 Dark colors
 Delicate items

Items for dry cleaning are then sorted into:
 Light colors
 Dark colors
 Lighter weight
 Heavier weight
Fabric care labels
Most garments worldwide have care labels which are sewn into the garment. In some
countries, this is mandatory but in other countries the care instructions may be simply
written on a paper tag attached to the garment when purchased. This tag is removed when
worn never to be seen again.
As many hotel guests are from overseas countries, the origin of garments may never be
known. This presents a problem to the dry cleaner to try to establish what type of fabric
he is dealing with.
Washing guest items
Similar to the wash room, guest items should be weighed before being placed into the
washing or dry cleaning machines so that machines can operate at maximum capacity
through not under or overloading.
ount items lodged for laundering
Introduction
Guest laundry and dry cleaning items are counted when received at the sorting stage.
Linen items that are received into the laundry are counted at the finishing stage. The
finishing process involves ironing, folding and packaging.
Counting guest laundry items

When guest laundry bags are delivered to the laundry, the quantities of items in each bag
are checked and compared to the quantities that the guest has itemised. On occasions,
the guest may miss items or written the incorrect quantity. The hotel’s count must be
taken as final and this is usually stated on the guest laundry docket.
These quantities are marked as checked and in many hotels the sorter will also write the
colour of each shirt or trousers on the docket. This will help later after the laundry process
in the matching of washed items back to each guest.
All guest items are checked for damage and for items left in pockets or pinned to the lapel.
These items must be removed and stored for safe keeping before returning to the guest
later in the day. If a biro is overlooked in a pocket, for example, this can damage the whole
wash load of garments creating additional work to restore all the garments and may lead
to financial claims against the hotel for damage and negligence.
122X
Guest items are then marked by tags or tape and then sorted into the categories for
washing or dry cleaning.
Counting staff uniforms

Staff uniforms are usually identified either by each staff member’s name or number or by
department and size. This will vary from property to property and the method used will be
influenced by the quantities of uniforms and the system of issue that the hotel employs.
Staff uniforms are counted by the laundry and sorted into different categories for washing
or dry cleaning .These records are kept for internal cost analysis.
Where staff uniforms are processed in the hotel laundry, priority will always be given to
the guest items due to the revenue it produces and the service ethic.
Counting linen items

Linen items are not usually counted when soiled. The exception to this would possibly be
in a laundry where there are no scales for weighing linen prior to washing. In this case it
is important to know the approximate weight of each item so that the washing machines
are not overloaded e.g. if a pillow case weighs 200 grams and the washing machine takes
50 kgs. of linen, then 250 pillow cases would need to be counted to fill the machine:
 Most counting is done in the finishing area – i.e. at the flatwork ironer and towel
folders
 Before processing each type of item on the flatwork ironer, the counter on the
folding machine is turned back to zero
 As items are ironed and folded, the counters record quantities processed
 These quantities must then be manually recorded on an internal record sheet kept
at the end of each machine
 Similarly on the towel folder the counter is used
 At the end of the working day, all records from both the towel folders and flatwork
ironers are then either totaled and then posted to a computer so that production
records are kept. This will help with cost analysis at a later stage.
In the case of an external laundry:

 If using an external laundry, the production records are posted to a computer which
will then produce a delivery docket/invoice which is forwarded to the customer
along with the clean processed linen
Any items that are not returned to the customer due to rewash should be duly noted
 These delivery dockets are attached to the trolleys for transportation to the
customer
The customer should check that the delivery docket matches what is delivered and report
shortages as soon as practicable.
123X
Assess stains on items
The most common types of stains found on guests clothing and uniforms are:
 Food stains
 Oils and fats
 Ink
 Perspiration
 Blood and body fluids
 Cosmetic stains
 Food coloring and dyes.
Identifying stains
It is important to try and establish what each stain is and treat accordingly. An
experienced dry cleaner will be able to recognize many common stains and treat them
easily. Some stains may be a combination of products and so may require several
treatments. Many stains can be identified by appearance or smell.
Stains can be:

 Water soluble (salt and sugar)
 Solvent soluble (oils and fats)
 Insoluble (clay, carbon, sand)
 Dye. Many foods and soft drinks have coloring added and in many cases the dry
cleaner is faced with the challenge of removing localized color from a garment whilst
retaining the color of the body of the fabric
 Chemicals (nail polish, paints, inks).
Spot clean stains as required
Anybody who attempts the pre-spotting of clothes and uniforms must be qualified. It is
absolutely essential that this person has a thorough knowledge of fibers and fabrics and
stain removal techniques.
Pre-spotting is carried out on the spotting table

Pre-spotting chemicals used on the spotting table usually include the following:
 Ink remover (for wet and dry ink)
 Protein remover (for blood, feces, egg, milk, perspiration and soil stains on collars)
 Paint , oil and grease remover (for paint, lipsticks, oils and greases)
 Rust remover (for residual blood stains)
 Tannin remover (for coffee, tea, red wine and some fruit juices)
 All-purpose spot remover (for general light soiling stains).
124X
Spotting chemicals are all kept in individual small bottles with a pouring spout. These
bottles must always be correctly labelled. To not do so may result in unintentional
damage to garments. They are placed on the side of the spotting table along with spatulas
and spotting (or tamping) brushes for easy access. The spatula is to break up any solids
and the brush is used to loosen stains by tamping. Tamping is the gentle massaging of
fibers rather than a vigorous scrubbing motion. If the scrubbing motion is too heavy, this
could break some fibers and cause damage to the garments.
Most chemical companies who provide spotting board chemicals will also provide a stain
removal guide chart which can be pinned to the wall for easy reference.
Select appropriate method to clean clothes according to the care label, fabric, style,
degree of stain, etc.
All items in a laundry and dry cleaning environment will either be washed or dry cleaned.
Experienced laundry hands and dry cleaners will be able to recognize different fabrics and
know immediately how they should be treated.
Whilst garments may be pre-spotted, linens will usually be washed and checked for stains
after washing. Stained linen may then need to be soaked or rewashed using a different
wash formula specifically for stain removal.
As previously mentioned, all garments should be washed or dry cleaned as per the care
label.
Some fabrics will be washed on a low temperature whilst others will be washed in hot
water. Similarly other fabrics must never be bleached and others must be pressed at a
very low temperature. A good knowledge of fibres and fabrics is essential in the laundry
process. A hot iron for example will melt some synthetic fibres.
If a staff member is unsure as to what the fibre is there are some “burn tests” that can be
used where ash residue will help to identify the fibre .This must only be carried out by an
experienced person. However in a hotel environment, this is not always possible!
If unsure how to treat certain garments it may be better not to wash or dry clean them to
avoid a compensation claim. You will, however, need to advise the guest of this.
Garments with leather trim, fancy buttons or sequins, for example, may be damaged in
the normal cleaning process. Buttons and sequins may melt in the dry cleaning fluid.
These are just some examples of what you should be aware of.
The washing process

The washing of linens and garments will be done in different types and sizes of washing
machines. For example, you would not wash eight shirts in an 80 kg washing machine nor
would you wash 500 sheets in a 5 kg machine. The volume of soiled linen or clothes will
determine which size of machine to use.
 A washing machine washes, rinses and extracts water in the final cycle. Washing
machines in a commercial laundry have the wash cycle programmed in several
ways:
125X
 Pre-programmed card reader - Where a washing machine uses the card system
there will be a different card for each item to be washed. The card is made of a
heavy duty plastic. There will be a different card to use when washing white sheets
than when washing red napkins for example, these cards will be clearly marked as
to which items they are to be used for. These cards have a series of holes punched
into them usually by the chemical supplier who designs the wash cycles according
to the chemicals required. These cards are then inserted into the card reader before
switching on. These cards programme the machine to call for different water levels
at different temperatures and different chemicals at different times within the wash
cycles. When towels are washed, then the card marked" towels" will be used. These
cards do wear out so it is recommended to have several sets of cards for the same
wash cycles and a set of cards for each machine that uses them
 Micro-processor - These are slowly replacing the cards discussed above. The micro-
processor is attached to the machine and is also usually programmed by the
chemical supplier for each item to be washed. It is more efficient than a card reader
but the operator must remember to punch in the correct number assigned to each
wash load prior to starting the machine.
Some items may need to be dried in a tumble dryer whilst others are dried, ironed and
folded on an automatic flatwork ironer. Sheets, for example, will be removed from the
washing machine and go directly on to the ironer.
Towels will need to be dried in the tumble dryer and then folded either by hand or by a
towel folding machine.
Cotton polyester garments, such as large quantities of staff uniforms, may be placed on
coat-hangers and then dried and pressed by passing through a tunnel press.
When using any machine in the laundry, you must always follow the manufacturer’s
instructions. Follow all safety precautions and never use a machine you have not been
trained to use.
Laundry Equipment is Used
During the course of your employment in the laundry you will be trained to operate all
kinds of machinery. It is important however to never to use a piece of equipment for
which you have not been trained. This may lead to damage to the machine, the linen it is
processing, and possible injury to yourself.
The following are general procedures you should use when operating any general laundry
machinery:
 Always check that the power is switched on before use and that all utilities are
connected (water, steam or gas) at the beginning of your shift
 Always check that the machine is clean and empty before loading and that nothing
has been overlooked since the last cycle
 Always check the drains are clear (washing machines) and the lint trap has been
cleaned (in tumble dryers)
 Check all switches are in working order and not broken
 Check that all doors on washing machines and tumble dryers can be locked
126X
 Always use the correct wash programme for the items you are washing
 Make sure all chemical drums and pumps are in working order and there are
sufficient chemicals for the day
 Always weigh wash loads according to the machines used wherever possible so they
operate at full capacity.
 Never overload or under load a washing machine or dryer. This practise will result
in an inferior wash result and may damage linens. It is also uneconomical
 Never remove protective guards off machines. These are designed as a safety feature
if something malfunctions
 Always use the ironer at the correct speed and temperature for the items being
ironed. A temperature that is too low or an ironer that is too slow will not dry or iron
items correctly. They may need to be passed again through the machine which will
slow down the whole finishing process
 Never use the ironer if there are damaged tapes or belts. Report this immediately so
that they may be repaired promptly
 Always use the safety functions on hot presses and make sure all press pads are
clean and in good repair
 Report any items that malfunction to your supervisor and ask for assistance if you
are not sure
 Never stand in water – always clean up spillages immediately
 Always wear the correct protective equipment and clothing with which you have
been issued
 Correctly follow all handling and usage instructions for all chemicals.
 Report any damage to the clothes during the laundry process
 Cleaning agents are used according to specifications
Introduction
The choice of washroom chemicals is very important. It is absolutely vital to use a
reputable company who can provide the training to staff and support to the laundry
operator for solutions to problems in the wash. If the correct chemicals are not used, this
may result in a large amount of items needing to be rewashed because stains remain,
adding to the overall cost of laundering linen. Using too little or too much chemical in the
wash cycle may result in damaged linen and complaints from hotel guests.
Types of laundry chemicals
Water
 Water by itself is not a good cleaner but the chemicals that are added to the water
makes it a medium to allow the chemicals to penetrate the soil and hold it in
suspension. Water also allows the chemicals to be transported to the wash load and
to carry away the soiled solution. It is an excellent rinse aid.
 Water quality is important in determining which washroom chemicals will be
chosen. Water may have a high iron or calcium content or even a high volume of
vegetable dyes from plants located by the supplying dam. All these minerals will
127X
affect the effectiveness or not of washroom chemicals chosen. Water testing must be
carried out at regular intervals by a reputable company.
 The results of the water testing must be shared with the chemical supplier who will
consider these findings when recommending the choice of chemicals necessary to
produce good wash results.
 Hard water will have an impact on the type of detergents selected and the cleaning
quality of the linen will decrease if unsuitable chemicals are chosen. Water
treatment of the boiler may be necessary by a qualified company.
Water temperature
Washing at a temperature of 70C for approximately 25 minutes will kill most bacteria in
hotel linen (except spores). This is known as thermal disinfection. This temperature is
however not recommended for woollens or synthetic fabrics.
Alkalis
Most soil in linens is acidic in nature and alkalis are used in the first part of the wash
cycle to neutralise the soils in the linen prior to the main washing process. They also
assist the detergent to "wet" the linen, thereby penetrating the soil and holding it in
suspension. Alkalis also assist in converting fats and oils to soap so that they become
water soluble.
Builders
Builders can be added to both alkalis and detergents. Their function is to assist in water
softening and to increase the function of the detergent to get better wash results. Common
builders include phosphates, silicates and carbonates.
Detergents
These are used to wash the linen, allowing water to penetrate the soil and hold it in
suspension before rinsing. All detergents used in a commercial laundry are synthetic,
combined with builders to allow fats to emulsify. Detergents have a high tolerance to hard
water and can be efficient at all temperatures. They are more suitable for commercial
laundering than soap which can produce a film when used in hard water.
Chlorine bleaches
These are used to whiten linen and remove residual stains. Chlorine bleaches must only be
used on white linen. Chlorine bleaches if used in excess can cause fabric damage and loss
of tensile strength in linens. They also act as a sterilising agent leaving linen in a sanitary
condition. Chlorine bleaches are available in both liquid and powder form. The most
common chlorine bleach is sodium hypochlorite.
128X
Oxidising bleaches
These can also be used to remove stains. Examples include hydrogen peroxide and sodium
perborate.
Antichlors
These are used to inactivate any residual traces of chlorine bleaches and they prevent
linen from yellowing. Some contain an optical brightener which makes white linen seem
whiter by increasing light reflection. They are usually added to the second rinse cycle with
a high water level.
Fabric softeners
These are used to soften towels and reduce lint, but are also used in the wash cycles of
sheets to assist in the ease of ironing by reducing static electricity on the flatwork ironer.
They are absorbed into the fabric and form a protective coating. They make towels softer
to the feel and also assist the washman as linen will be easier to pull from the washing
machine when emptying.
Starch
Starch is added to the final rinse in the washing of cotton table linen and chefs’ jackets to
present a crisp and fresh appearance. Starch lays down a protective barrier on the fabric
to help prevent stain absorption. This makes stain removal in the next wash cycle easier.
Starch should never be used for sheeting due to the stiffness and itch factor!! Care must
be taken not to over use. It is usually in a powdered form and must be pre-dissolved.
Starch will not be absorbed by polyester fibres.
Sours or Acids
These are added in the final rinse to neutralize residual alkalis. If alkalis are not removed,
white linen can turn yellow or grey. Some sours also contain optical brighteners.
Types of dry cleaning chemicals
The main types of chemicals used for dry cleaning are the dry cleaning fluids and the pre-
spotting chemicals. The most common dry cleaning solvents in use today are:
Perchlorethylene
A non-flammable chlorinated solvent. It should be stored in a cool dark place when not in
use. It is instrumental in removing solvent soluble soil such as oils and greases etc. It may
however also dissolve decorative items on clothing such as sequins, beads, some buttons
and synthetic trims. This is the most common dry cleaning solvent in use.
129X
White spirit
An original dry cleaning fluid and has been widely used for many years. With the
outlawing of fluorocarbons for environmental reasons, it is regaining popularity. It is a
paraffin based spirit, has good grease removal properties but is flammable.
Hydrocarbon
A petroleum-based solvent which is flammable. It is more suitable for use on delicate
garments but needs a longer wash cycle to allow it to work.
Pre-spotting chemicals used on the spotting table usually include the following:
 Ink remover (for wet and dry ink)
 Protein remover (for blood, feces, egg, milk, perspiration and soil stains on collars)
 Paint, oil and grease remover (for paint, lipsticks, oils and greases)
 Rust remover (for residual blood stains )
 Tannin remover (for coffee, tea, red wine and some fruit juices)
 All-purpose spot remover (for general light soiling stains)
Most chemical companies who provide spotting board chemicals will also provide a stain
removal guide chart which can be pinned to the wall for easy reference.
Precautions when handling chemicals
All chemicals must be treated with respect. If they are not used, stored or handled
correctly, all chemicals have the potential to be hazardous to long term health and
compromise daily safety in the workplace. It is important as an employee to know all
aspects of the chemicals before you use them.
 Every chemical is designed for a specific purpose. Each chemical that is
manufactured must have a technical bulletin and a Material Safety Data Sheet
(MSDS)
 The technical bulletin will have specific information on recommended usage and
packaging size, along with a description and characteristics of the product
 The M.S.D.S. of each chemical contains lots of critical data. It seems like too much
information but it contains:
o Hazardous nature of the chemical
o The composition of the chemical
o Long-term health exposure consequences
o Safe handling
o Product information
 A copy of all MSDS must be available for staff to read and also in case of an
emergency such as an accidental spillage. They must be available for the emergency
services so that they know what they are dealing with should there be a fire or leak.
130X
 It is important to use the correct personal protective clothing and equipment when
handling chemicals. This should always be readily available and of the correct size
for individual employees.Safety goggles or face mask
 When handling chemicals it is important to always wash your hands after handling
them and never to smoke, eat or drink
 Never mix chemicals at any time. To do so may cause a chemical reaction which
may give off toxic gas and may harm your health. The action of mixing will also
negate the action of a chemical e.g. Alkali + Acid = neutral
 Always clean minor spills up immediately to prevent falls and slips. This may be
possible by hosing down the spill to the nearest drain or using a mop and bucket
 Always use chemicals at the correct dilution rates. To use a chemical that is too
strong will damage the linen and increase costs because of over usage (less is best)
 Always add chemicals to water and not water to chemicals. If some should spill,
there will be less harm this way
 Always store chemicals correctly at the right temperature and preferably in a secure
area
 Always use correct equipment for transporting and lifting chemical drums
 Chemicals must always be correctly labelled for easy identification and never stored
in soft drink bottles
 Empty chemical drums must be disposed of as per local regulations.
What to do in case of a chemical spill

 The size of a spill will affect how you deal with it
 If the spill is large, all staff should be evacuated from the immediate area
 Ventilate the area as much as possible
 Call the relevant emergency services to assist and advise
 Wear protective equipment at all times in this situation - gloves, face mask,
protective clothing and rubber boots
 Try to stop the spill if possible-turn off the tap or place the container on its side. The
use of sand or an absorbent compound is particularly helpful in this case. This can
then be swept up as a solid matter and disposed of later
 Wash the area down completely after clean up
 Investigate how the spill occurred in order to review all handling procedures. Record
the incident and retrain staff.
 Ironing Clothes
Preparation
1. Prepare the materials needed:
 Flat Iron
 Ironing board
 Water sprayer (optional)
 Clean damp cloth
 Hanger
131X
 Cloths rack
2. Check the cleanliness and condition of flat iron and ironing board before starting to
work.
3. Set the ironing board.
4. Consult care label of the fabric for ironing temperature.
Ironing Shirt
1. Take note of the correct order of ironing a shirt:
 Collar part of shirt
 Yolk/ shoulder part
 The cuff
 The sleeves
 The body of shirt
2. Put a damp cloth on top of the ironing board. Clean the iron by rubbing it on the
damp cloth.
3. Start the process by ironing the collar:
 Flatten the back of the collar on the surface of the board
 Run the iron over the back of the collar several times until you are sure it is
correctly pressed.
 Turn the shirt over and iron the front of the collar, follow the same ironing
procedure used for the back of the collar
4. Next iron the sleeves:
 Lay the back of the sleeve on the ironing board
 Stretch the fabric by using the palm of your hand
 Iron the back of the sleeves
 Flip the shirt over and iron the front of the sleeves
5. Iron the body part of the shirt:
 Start with the left upper side of the shirt; flatten the fabric by using the palm of your
hand.
 Iron straight upwards keeping good tension all the time.
6. Iron the seam by running the edge of the iron over the stitching while pulling with the
other hand.
7. Continue moving the shirt towards you bit-by-bit, ironing one section at a time.
8. Move in and out of the buttons taking care not to hit the buttons by going too fast.
9. Continue this way remembering to hold the shirt by the collar all the time while
pulling against the force of the iron to give a crisp finish.
3. Hang the pressed shirt with a hanger.
Ironing Pants
1. Turn on the iron and set to correct temperature
2. Clean the iron by putting it on top of a damp face towel
3. Iron the pockets
4. Iron the fly, seams and hems
5. Iron the waist band
132X
6. Hold the pants on the lower part of the leg
7. Fold the leg of the pants together
8. Lay the folded pants on the ironing board
9. Pull out the pockets and iron it
10. Fold one leg up, allow it to overlap the waist
11. Iron in a circular motion, start working from the cuff to the pocket
12. Iron down to the leg smoothly creating only one straight line
13. Fold the other leg back down and iron as you did on the first leg. Make sure in seams
are align with each other
14. Turn the pants over and lay the pants on the ironing board
15. Match up the in seam and the side seam so that they are directly over each other
16. Iron down the leg to create a permanent crease
17. Turn off the iron and let it cool down before putting it away.
18. Hang from the waist or fold the pants
Ironing Dress
Iron all parts that have a double thickness such as collars, hems, cuff, sleeves, bows, ties
and pocket and other parts that have double thickness.
2. Iron non flat portions like ruffles, shoulders, and puffed sleeves.
3. To iron puffed sleeves, stuff them with whiter cloth or towel.
4. Iron the body of the cloth starting on the upper portion of the garment
Folding Clothes
Folding Shirt
Button the top and third button.
2. Lay the shirt face down.
3. Smooth out the shirt so it is flat on the front and back.
4. The first fold is right side:
o Fold about one-third of the body towards the center of the shirt.
o The fold line starts at the center of the shoulder and ends at the tail.
5. Neatly fold the sleeve forward, creating an angled fold at the shoulder. The sleeve
should line up with the edge of the first body fold.
6. Fold the left side in the same manner.
7. Make a fold of several inches of the shirttail.
8. Fold up the bottom half of the partially folded shirt. The tail should be just behind the
collar of the shirt.
9. Turn the entire shirt over.
Packing Laundered Items
When delivering guest articles, some will be folded while others are placed on hangers.
Folded articles are put together in a laundry bag or box with the room number written on
it, for hanging articles put a label indicating the name of guest and room number.
1. Check for quality of the finished laundry / dry cleaning / pressing
2. Make sure that the correct number of pieces on guest laundry list is ready to be
returned.
133X
3. Follow complete records and billing information in accordance with enterprise
procedures.
4. Package and present guest laundry in accordance with enterprise standards and
procedures. Wrap the laundry box and put a piece of your property’s giveaway (optional).
5. For folded items, attach the laundry slip by sticking on the box, in a visible manner.
6. For hanged items, put a tie label indicating the name of the guest and room number.
7. Return finished items to guest in accordance with required timeframe.
8. Store processed guest laundry when required, according to guest requests or when
returning the laundry item to guests is not possible.
134X
Self Check 4.2
Answer the following:
1. why it is important to sort items before washing?
_______________________________________________________________________________________
2. why is it important to wear PPE in handling potentially infectious linen?
_______________________________________________________________________________________

PROCESS LAUNDERED ITEMS
135X
Post Cleaning Activity is Performed
Post cleaning activity is generally referred to as the finishing process.
The finishing process involves:
 Checking for stains-when guest laundry has been washed. It is important before it is
pressed and dried that it be checked to ensure all stains have been removed. Pressing
can sometimes permanently set stains. If items are found to be stained, they should be
sent for re-processing
 Stains on sheets, pillowcases, tablecloths and napkins are usually checked during the
feeding process of the items on to the flatwork ironer. If stains are seen, the operator
can push a reject button which then sends the item into a basket under the ironer. This
will then be sent to be rewashed at the end of the day
 Checking repairs have been carried out. It is important that requested repairs to guest
items have been completed before the pressing process. Once repairs are completed
then the item should be pressed
 Pressing. There are many different types of presses in a laundry environment but the
pressing process for both linen and guest clothing require that the items are usually
damp. Where items have been dried (dry cleaning machine) these are pressed using
steam
 Drying. It is usually only towelling that is dried in the tumble driers. Once dried they
are then sent to be folded
 Folding. This can be done by either machine or by hand. Items such as bathrobes may
need to be folded by hand or placed on coat hangers. Face washers are usually stacked
in piles. Sheets and towels are folded by machine and stacked automatically by the
machine
 Packaging. Most guest clothing is packaged before delivery back to the guest. Shirts can
be folded and placed into a bag or box or they may be pressed and placed on hangers
(this is usually at the request of the guest). The coat hangers and plastic covering are
provided by the hotel and protect the garments in transit from accidental soiling. Suits,
trousers and dresses would also be placed on cost hangers and covered in plastic
wrapping
Linen from an in-house laundry is not usually packaged. It is neatly stacked on clean trolleys
for transportation
 Storage. In some cases where hotels have regular guests, laundry and dry cleaning may
have to be stored until the guest’s next visit. This must be secured and a note made on
the guest account so that the cleaned laundry may be placed into the room before his
next arrival. The accounts department will also need to be notified so that the late
charge is handled appropriately
 Clean linen may need to be stored before being delivered back to the relevant
department. This storage facility may be in the laundry, the linen room or the
Housekeeping area
 Delivery. All items need to be delivered to the relevant area.
Results are Checked and Acted Upon
Once all garments and linen is clean, it is important to check that all instructions have been
followed. This includes checking for:
 Guest items
 Residual stains - If these are found prior to pressing then the items must be returned
for rewash or stain removal treatment. If stains cannot be removed then it is wise to
attach a card to the garment to this effect so that the guest understands that every
effort has been made to remove the stain to no avail
136X
 Repairs - If guests have requested minor repairs and alterations, it is important to
check that these have been carried out and charged for accordingly if necessary.
Repairs are completed after cleaning but before pressing or folding
 Pressing. Check that all garments are well pressed with creases in the correct place. For
example, trousers that have two creases down the leg look unsightly and will result in
guest complaints
 Folding. If the guest has requested that items be folded, check this procedure has been
adhered to and that clothes are folded as per enterprise procedures
 Packaging. Some guests will request that shirts be hung on coat hangers for easy
transportation and again it is important to double check that all instructions have been
followed. Any shortcomings should be attended to before delivery back to the guest.
 Linen items
 On occasions, stains and tears are found by the operational department. If this is the
case, the items should be kept separate from all other linens so that they may be
treated accordingly and not just kept circulating.
Process Internal Records
Whilst the operation of the laundry and dry cleaning plant is very important, one of the vital
daily tasks is to record and maintain records for cost control purposes. All laundy's
documentation programs will be different and will depend on the types of machines that are in
use and the type of items processed.

What internal records need to be kept?
 Daily production records of all washing machines (How many kilograms per day of each
item is washed)
 Daily production of all tumbler dryers
 Daily production records of the flatwork ironer/folder
 Daily production records of all folding machines (Quantities of all folded items and their
type)
 Daily production records of all dry cleaning machines (How many kilograms per day are
dry cleaned)
 Daily and monthly guest laundry and dry cleaning revenues
 Monthly production records of all items processed (record of all items washed and
ironed)
 Total monthly chemical cost (based on purchases and consumption)
 Cost of chemical per kilogram of washed item
 The percentage of rewash items (vital to know so that costs can be controlled and
procedures reviewed)
 Preventative maintenance records of all machinery
 Machinery repairs
 Boiler service records
 Water treatment records
 Sewage , water and power costs
 Chemical company's regular report(so action may be taken if necessary)
 Guests daily summary sheets
 Invoicing
 Staff rosters including sick days and holiday schedules with all relevant administrative
paperwork.
 Payroll costs
Truck driver schedule and transport costs (petrol, truck servicing)
 Condemned linen figures
 Purchase orders for all goods purchased
137X
 Replacement stock put into circulation
 Records of abused linen per customer or per department
 Monthly stock takes of all miscellaneous supplies such as hangers, pins, poly mark
tape, packaging materials
Record keeping and proper analysis of all records will assist in determining if production can
be improved in certain areas of the operation. It will also assist in calculating profit margins
and is a history of expenses.
Prices charged for dry cleaning and laundry must demonstrate competitiveness whilst
maintaining profitability.
Internal Laundry Reports are Produced
Whilst the operation of the laundry and dry cleaning plant is very important, one of the
vital daily tasks is to record and maintain records for cost control purposes. All laundries’
documentation programmes will be different and will depend on the types of machines
that are in use and the type of items processed.
What internal records need to be kept?
 Daily production records of all washing machines (How many kilograms per day of each
item is washed)
 Daily production of all tumbler dryers
 Daily production records of the flatwork ironer/folder
 Daily production records of all folding machines (Quantities of all folded items and their
type)
 Daily production records of all dry cleaning machines (How many kilograms per day are dry
cleaned)
 Daily and monthly guest laundry and dry cleaning revenues
 Monthly production records of all items processed (record of all items washed and ironed)
 Total monthly chemical cost (based on purchases and consumption)
 Cost of chemical per kilogram of washed item
 The percentage of rewash items (vital to know so that costs can be controlled and
procedures reviewed)
 Preventative maintenance records of all machinery
 Machinery repairs
 Boiler service records
 Water treatment records
 Sewage, water and power costs
 Chemical company's regular report(so action may be taken if necessary)
 Guests daily summary sheets
 Invoicing
 Staff rosters including sick days and holiday schedules with all relevant administrative
paperwork.
 Payroll costs
Truck driver schedule and transport costs (petrol, truck servicing)

 Condemned linen figures
 Purchase orders for all goods purchased
 Replacement stock put into circulation
 Records of abused linen per customer or per department
 Monthly stock takes of all miscellaneous supplies such as hangers, pins, polymark tape,
packaging materials
Record keeping and proper analysis of all records will assist in determining if production
can be improved in certain areas of the operation. It will also assist in calculating profit
margins and is a history of expenses.
138X
Prices charged for dry cleaning and laundry must demonstrate competitiveness whilst
maintaining profitability.

RETURN LAUNDERED ITEMS
139X
Guest Clothes are Delivered
Once all guest clothes have been processed, packaged, checked for stains and all the
guests’ instructions have been followed, the items must be delivered back to the guest
room.
Always follow your property’s guidelines when delivering items back to the guest room:
resting or working)
 Knock again before entering the room. As you enter the room always identify
yourself in a loud and clear voice (“Good afternoon/evening, laundry service”)
 Check that the items you are about to deliver match the room number you are in. It
is easy to make an error in delivery, particularly if there are many parcels for the
same floor
 Place the items in the room according to your property’s guidelines and leave the
room making sure the door is locked. Folded laundry is usually placed on the bed
and clothes on hangers are placed in the wardrobe leaving the wardrobe door
slightly ajar so that the guest can see this
 Cross or tick off the room number on your delivery list
 If the room has a “Do not disturb” sign on, you may need to return later. In some
hotels, a card may be left under the door advising the guest that an attempt was
made to deliver his laundry and to call when he is ready for delivery.
In-house Items are Delivered

Once all guest clothes have been processed, packaged, checked for stains and all the
guests’ instructions have been followed, the items must be delivered back to the guest
room.
Always follow your property’s guidelines when delivering items back to the guest room:
resting or working)
 Knock again before entering the room. As you enter the room always identify
yourself in a loud and clear voice (“Good afternoon/evening, laundry service”)
 Check that the items you are about to deliver match the room number you are in. It
is easy to make an error in delivery, particularly if there are many parcels for the
same floor
 Place the items in the room according to your property’s guidelines and leave the
room making sure the door is locked. Folded laundry is usually placed on the bed
and clothes on hangers are placed in the wardrobe leaving the wardrobe door
slightly ajar so that the guest can see this
 Cross or tick off the room number on your delivery list
 If the room has a “Do not disturb” sign on, you may need to return later. In some
hotels, a card may be left under the door advising the guest that an attempt was
made to deliver his laundry and to call when he is ready for delivery
LEARNING OUTCOME 5
140X CLEAN PUBLIC AREAS, FACILITIES AND
EQUIPMENT
Objectives:
1. Select and set up equipment and materials;
2. Apply cleaning technique;
3. Clean dry and wet areas;
4. Maintain and store cleaning equipment.

WHAT IS A PUBLIC AREA ATTENDANT?
Introduction
The Public Area Attendant is an employee who is given a vital role for cleaning and
maintaining the hotel so that the property will look fresh and attractive as the day it
opened for business. Public Area Attendant is also responsible for guest satisfaction,
comfort, safety and protection of every occupant.
Public Area Attendants perform combination of various tasks to maintain lobby, working
areas, public restrooms, and the hotel premises in a clean and orderly manner.
These are the duties and responsibilities of a Public Area Attendant
1. Window / Glass Cleaning;

2. Dusting and polishing furniture and fixtures;
3. Sweeping floors / grounds;
4. Wet, damp, and dry mopping;
5. Vacuuming;
6. Scrubbing and polishing floors;
7. Cleaning inner walls, exhaust, and stairs;
8. Disinfecting toilet bowls and urinals;
9. Collecting and properly disposing garbage and liters; and
10. Maintaining housekeeping tools, materials, and equipment.
Basics of Public Area Cleaning
Three Key Terms

Before proceeding to the lesson of Cleaning Public Areas, it is important to understand
three key terms:
 Public areas
 Facilities
 Equipment
141X
Public Areas
A public area is defined as an area within the establishment’s premises that is open
for everyone.
Unlike the guest room, which is a private area, is different from a public area which can
only be accessed by a checked – in guests.
Definition of what private and public varies depending on the environment. It depends on
the level of access and exclusivity the establishment wants to place on an area.
For discussion purposes, the following areas are usually considered as public areas:
Electrically Powered Equipment

he majority of hotel and related properties use industrial cleaning equipment. This may
include the following:
Vacuum cleaners
Vacuum cleaners come in different shapes, sizes or styles, that are used to suck up dust,
dirt, and fluid off the floor surfaces and drapes.
Most vacuum cleaners have a variety of attachments designed for specific purposes (such
as crevice nozzles).
Vacuum cleaners are available in wet or dry types.

142X
Dry vacuum cleaners can only be used on dry surfaces and to suck up dry material and
not liquids.
Wet vacuum cleaners are designed to suck up liquid spills and can be used for wet
cleaning of carpets.
Double-check that the vacuum cleaner you intend to use is designated as a ‘wet’ vacuum
cleaner before using it on liquids; however some vacuum cleaners are dual-purpose and
can be used on wet or dry surfaces.
Another type of vacuum cleaner that has a hydro bag has the capacity to control the
release of sucked dust with the water contained in the equipment.
‘Back pack’ vacuum cleaners come in handy form that are used by Public Area Cleaners to
vacuum heavy drapes, walls, and fittings. A backpack style cleaner also reduces tripping
hazards (although the cord still presents a hazard unless a battery-powered unit is being
used).
Carpet Shampoo Machines / Extractor Machines

Carpet shampoo machines can also come in a variety of shapes, sizes and styles.
As their name suggests they are used to shampoo, dry-clean or steam clean carpeted
surfaces. They may also be referred to as ‘extractors’.
Remember that carpets may be damp or wet after being shampooed (or steamed), so this
needs to be taken into consideration before cleaning high traffic areas, both in terms of
how the area will look and smell, and from a safety viewpoint.
All carpet shampoo machines must be used in accordance with the manufacturer’s
instructions.
Companies that supply vacuum cleaners may also supply other machines like:
Polishers
Also known as ‘burnishers’ these machines are used to polish or ‘buff’ floor surfaces –
such as polished floors.
Polishing a floor helps resist scratching and enhances appearance.
They come in different sizes to enable access and time-effective polishing in small as well
as large areas.
Some include a suction facility that sucks up dust particles during the polishing process:
where these exist, filters need to be changed as recommended by the manufacturer, or as
readings from equipment gauges dictate.
143X
Scrubbing machines
Scrubbing machines can be used to remove debris from hard surfaces such as tiles and
concrete, sealed floors, carpet and other areas such as escalators, entrance matting and
travelators.
One main use of a scrubbing machine is where hard floor surfaces need to be stripped and
then re-sealed.
Note that different pads which are normally color-coded are available for use on different
floor surfaces where a variation in stripping level is required. Red is the buffing pad.
Many are integrated with a sweeper which can save time when using the machine by also
cleaning up the scrubbed off material.
They are available in a variety of shapes, sizes and styles including walk-behind,
‘pedestrian’ and ride-on models.
They may be electrically-powered or battery powered.
Personal Protective Equipment (PPE)

Employers are under legal obligation to supply necessary personal protective equipment to
staff for their protection and safety in performing housekeeping tasks.
Staff are obliged to wear and use this protective equipment prior to performing cleaning
tasks.
PPE may include:
o Overalls, jackets and aprons (material aprons and PVC aprons)

o Thick rubber gloves, PVC gloves, gauntlets
o Cotton glove inserts
o Breathing apparatus
o Waterproof clothing and footwear/rubber boots
o Safety shoes
o Goggles and face masks
o Rubber Gloves
Where staff are required to work outside premises, other PPE may include reflectorized
vests, sun hats/broad brimmed hats, sun glasses as well as rain coats, and warm
clothing.
Amenities
Depending on the items required in public areas, it may be the role of the cleaner to
ensure that the customer has necessary supplies to use these public areas.
Toiletries
There are items that need to be replenished in public area rest rooms and include:
 Toilet paper
144X
 Tissues
 Rubbish bags
 Soap
 Hand towels – cloth or paper
Ensuring equipment cleanliness and safety for cleaning

Prior to use of cleaning equipment, it is a standard practice to check on the condition of
the equipment to ensure safety and cleanliness.
Manufacturer’s instructions will explain the safety needs regarding individual items such
as electrically operated and battery-powered machines but many basic checks apply
across all items.
Importance of inspection
Inspection is necessary for a number of reasons:
 To avoid mixing chemicals from equipment to equipment. This may damage not only
the equipment but the surfaces that the chemicals are being applied to
 To avoid transferring dirt or grime from one surface to another, it is a standard
requirement that all cleaning items must be cleaned
 To stop contamination of bacteria from one surface to another, the cleaning
materials, including mops used in food areas must be washed and sanitized
 To avoid accident and injury arising from the use of equipment that is not in safe
working condition.
What do I need to inspect?

The inspection will depend on the item being inspected. Safety and cleanliness are prime
considerations but make sure that the item is functional.
The following is indicative of what you need to inspect:
 Equipment does not have any jagged parts, edges that can cause injury
 Damage to equipment has not affected its operational safety
 Inspect and clean the exterior of cleaning equipment – to enhance presentation and
project a positive image for the company.
Items to be used must be sufficient in number – you need to have enough cleaning cloths,
disposable gloves etc. to get the job done
Items must be appropriate for the task – there are instances that damage or injury have
resulted from cleaning without the right tools
 Make sure all necessary attachments for vacuum cleaners, polishers and other
equipment are taken with you before leaving the cleaning store to enable you to
complete the intended task. This saves time and effort
145X
 All electrically-powered and battery-powered items must be used strictly in
accordance with manufacturer’s instructions. If you don’t know how to use an item
either read the instructions or ask an experienced staff member to show you what to
do
 A standard check with any piece of electrical equipment is to ensure the electrical
cord is safe to use – not frayed or broken and with no wires exposed
 Make sure any battery-operated equipment is adequately charged before using it.
Low battery power can adversely affect cleaning performance and causes time loss
when the job has to be interrupted to remedy the situation.
Facilities and Equipment

Manual Cleaning Equipment
This section discusses the range of manual cleaning equipment commonly used to clean
public areas, facilities and equipment.
Prior to cleaning the public area, appropriate equipment, tools, materials, and chemicals
need to be prepared. These may include:
Preparing Work Area

Minimize customer inconvenience
Cleaning must be undertaken with sensitivity. A lot of common sense must be used when
scheduling and performing cleaning tasks. You cannot simply go ahead regardless, if
cleaning would create an unsafe situation for patrons or staff, or if it would provide a
major inconvenience to people or the operation of the business.
As an example, automatic doors are usually cleaned at night or at another low traffic time
to minimize inconvenience to people.
This concept means that we have to be flexible when cleaning. If we have been instructed
146X
to clean a certain area, that is traditionally quiet or unused at that time, and we find it
busy and full of customers, then the cleaning has to be deferred and rescheduled.
Not only is there a safety issue involved here, but there are also guest comfort and
inconvenience factors that demand attention.
Cleaning always requires you to think before acting.
Two things to think about are timing and site availability factors .
Consider the following:
Cleaning duties can disrupt guests:
 As a result of noise caused during the cleaning activities

 By providing a physical obstruction to them when they are moving about
 Through unwanted interruption to other activities in the area where you are
cleaning.
You can further minimize interruption or disruption by:
 Keeping noise to a minimum when moving around any accommodation area,

function room or area being used for a meeting or conference
 Conversing quietly with other staff and guests. Only converse with guests when they
initiate the discussion
 Keeping trolleys and cleaning equipment out of high traffic areas.
Hazards
In terms of cleaning duties and considering the dangers present in the cleaning work site,
hazards may include, but are not limited to:
 Spillages of food and liquids or all types

 Breakages of packages, individual items, glass containers
 Wet or slippery surfaces – which may include from natural elements
 Broken or damaged furniture
 Fumes
 Blood, human waste, needles/syringes, and surgical dressings
 Used condoms
 Sharp objects including syringes, knives, blades and skewers
 Broken glass – from windows, glassware, mirrors
 Fat and oil
 Heated/hot utensils and surfaces
 Sharp food scraps such as bones and crustacean shells.
Note that the time of day and the physical location of the area to be cleaned can also form
part of the threat/hazard matrix that may need to be assessed.
For example, entering a remote part of the property on your own at 3:00AM may be
deemed dangerous, but doing so at 1:30PM may be quite alright. This highlights that
many cleaning jobs are subject to unusual hours when there are fewer members of the
public around and there is a higher incidence of illegal activity.
147X
All areas must be cleared of hazards before cleaning can commence.
Some basic procedures
 When preparing to clean an area the following should be applied where necessary:
 Never take chances if you think you may harm or injure yourself, another person or
property. Never start a cleaning job if you are concerned for your personal safety.
You should also immediately stop any cleaning job where you believe a danger exists
 Make sure you have all the necessary equipment and materials before you start to
do the job properly and completely. Some jobs such as stripping and re-sealing a
floor can’t be stopped and started
 Move items that pose a hazard, that might get damaged during the cleaning process
or get in the way of the cleaning process and slow the job down. Items that may
need to be moved or removed may include guest property as well as enterprise
assets
 Where items have to be moved to allow the cleaning to be done, the items that have
to be moved must be removed to a place that doesn’t cause them to become hazards
such as tripping hazards, obstructions in their own right somewhere else
 Ensure the security of any items that have been moved. Keep them in-sight, keep
them behind locked doors, put them out of temptation’s way
 Replace items that have been moved when the job has been completed
 Lock doors where necessary to maintain security – if you had to unlock a door at
night to enter a bar, a room then you should lock that door again once you are
inside. This is not so much to lock yourself in, but to lock potential offenders,
thieves, etc. out
 Turn off alarms when entering an alarmed area.
Preparatory Task for Cleaning Hazards

Most cleaning jobs can be seen as comprising four separate parts:
 Preparing the area

 Setting-up equipment and materials
 Doing the job
 Cleaning up/finishing up after the job.
 The cleaning-related tasks that can be seen to be part of the preparatory process
prior to ‘actual’ cleaning can include:
 Moving the cleaning equipment and materials into a position that will enable them
to be readily used – close to the job but not interfering with the work that needs to
be done
 Walking over the area and picking up any loose rubbish – papers, discarded boxes,
large items, by hand and putting them into a rubbish receptacle
 Sweeping the area – to remove dust. In some cases ‘sweeping’ may be the entire
cleaning job that needs to be done but in many cases, sweeping can be seen as a
preparatory task for others jobs such as wet mopping, stripping etc
 Setting up or assembling any equipment that needs to be put together
 Mixing any chemicals or preparing chemicals and cleaning agents that will be
needed
 Deciding where to start the job, the physical direction the work will take and where
the job will conclude. This is often vital with cleaning tasks because you often don’t
148X
want to walk over surfaces that have just been mopped, re-sealed etc and you have
to make sure you don’t trap yourself into a corner. Working from the furthest point
back to the entry door is a usual work direction.
Barricade the work area or place safety warning signs
Extreme care must be exercised when cleaning any public area.
There is always the potential for a guest or staff member, to be injured as a result of the
cleaning: this is not just a bad public relations outcome, but it can mean a lengthy and
expensive court case that also causes negative relations with the wider community.
One way of limiting the possibility of guest or other injury is to barricade the work area or
put in place appropriate warning signs every time cleaning is undertaken. This applies
equally to front-of-house and back-of-house areas.
Signage and barriers serve three purposes:
 They warn people of danger – reducing the risk of injury due to slipping
 They help keep people away from the work area – which allows us to work
unimpeded and keeps their feet off surfaces that need to dry
 They are evidence that the establishment has discharged its duty of care obligation
to others.
Failure to display these warning signs, etc provide guests and staff with a ready-made
legal case should they fall, trip or otherwise become injured as a result of the cleaning
being carried out.
The courts have left us in absolutely no doubt that we are wholly and solely responsible
for and worker safety. We have a duty of care to maintain a workplace that does not pose
a risk to people, and where we breach that duty and injury results, we can expect severe
penalties.
The need to barricade or use appropriate signs for every cleaning job cannot be over-
emphasised. All too often, cleaning staff become complacent and fail to barricade the area
adequately, and this always seems to be the time when an injury occurs.
When barricading an area, common sense must be applied. If there are too many people in
the area, then, as already mentioned, cleaning has to be deferred and done later.
Barricades and signage must be put in position before any cleaning begins.
The following points should be followed with reference to barricades and safety signs:
 ‘Slippery When Wet’ signs must be used when mopping or working with a slippery
surface – there must be sufficient of these signs to provide suitable and adequate
149X
warning to anyone who may enter the cleaning area from any direction. They must
be sufficient to be ‘readily visible’
 During cleaning, ‘Cleaning in Progress’ signs should be posted as a warning to
patrons and staff in the same way that Slippery When Wet signs are posted
 Physical barriers (fluoro-tape) and physical restraints (purpose-built safety barriers)
may be used to restrict access to a site
 Locked doors are another practical way of denying access to areas and rooms
 Your workplace may have other signage that they require you to erect when cleaning
is being done – often the signs that are available will depend on the company from
whom they were bought.
To find out what applies:
 Ask your supervisor

 Read relevant Work Instructions, Job Safety Analyses, or Standard Operating
Procedures (SOPs).
Use equipment correctly and safely

All cleaning equipment should be used correctly, and only used for the purpose for which
it was intended.
Use of equipment must be in accordance with the manufacturer’s instructions at all times:
this means you must access the instructions for each item, and take time to read the manual.
Where you are unsure about the use and operation of equipment, contact your supervisor or
the equipment supplier for advice.
There are some key points to remember when using equipment of any type or style.
All cleaning equipment should be used correctly, and only used for the purpose for which it
was intended.
Use of equipment must be in accordance with the manufacturer’s instructions at all times:
this means you must access the instructions for each item, and take time to read the manual.
Where you are unsure about the use and operation of equipment, contact your supervisor or
the equipment supplier for advice.
There are some key points to remember when using equipment of any type or style.
 Follow manufacturer’s instructions.
Where you are unsure about how to use any item, ask your supervisor.
Employer responsibilities
Employer OHS responsibilities may include:
 Providing safety training and clear safety rules
150X
 Encouraging a Workplace OHS Committee – the aim of the committee is to identify
areas in the workplace where changes should be made so as to create a safer working
environment: this may include upgrading equipment, equipment training and safety
matters
 Maintaining an injury register - so that accidents are logged for insurance and
monitoring purposes
 Adhering to all workplace agreements that include reference to OHS matters, issues,
protection, training, qualified personnel etc.
 Providing information and written instructions in all appropriate languages – where
there are workers from non-English speaking backgrounds it is not acceptable to only
provide advice, information, direction etc in the English language. This information
must also be provided in a language that can be understood by the workers
 Providing all necessary PPE to perform the required work
 Maintaining a safe workplace for their employees and monitoring health and safety
issues – including checking and servicing of equipment and machinery which must be
maintained and must conform to relevant safety standards
 First aid must be provided to all employees when and where necessary - this covers
employees when they are coming to and from work, provided the accident is not self-
inflicted or of a malicious or willful nature.
Employee responsibilities
OHS workplace obligations imposed on staff include:
 Working in a way that ensures personal safety, and the safety of others including
colleagues and customers – this is a legal responsibility to look after your personal
welfare and includes the requirement to avoid engaging in activities that can
compromise or jeopardise the safety of others including playing around in the workplace
 Using safety equipment strictly in accordance with the manufacturer’s instructions –
which means avoiding taking short-cuts and avoiding the belief that you have found a
better way to do things
 Using all personal protective equipment and clothing when and where required and in a
correct manner – this means using items such as goggles, masks, gloves, guards every
time they are required, no exceptions
 Following all occupational safety and health regulations in-line with establishment
requirements. A fundamental for doing this is to know what these requirements are: if
you don’t know or aren’t told. Ask!
 Reporting accidents, injuries or illness to the appropriate person – so that help can be
provided where needed or appropriate action taken to prevent an accident from
occurring where a hazard has been reported, prevent a repeat event occurring, minimise
damage, loss or injury
 Reporting any equipment in need of repair
 Adhering to all workers’ compensation laws and regulations – which may include:
 Complying with reporting requirements in relation to the accident
 Participating in Return To Work programs so that rehabilitation can take
place and a speedy return to the workforce can occur
 Not interfering or getting in the way of a person who is trying to assist
another in need.
Safe Manual Handling Practices

Manual handling activities are the main cause of injuries in the workplace – they include:
151X
 Lifting – of equipment, chemical containers, cartons etc
 Carrying – items from storage areas to cleaning trolleys, moving items to work areas
 Pulling – boxes and cartons forward in storage areas, moving cleaning equipment
 Pushing –trolleys and cleaning equipment.
Key points to remember when engaged in manual handling activities are:
 Get a risk assessment done on any job you believe poses a threat or hazard – involve
your Occupational Safety and Health representatives and Committee (where
applicable)
 Push cleaning trolleys and cleaning equipment; don’t pull it. It is important for you
to see where you are going
 Always stock items in their designated place on the trolley - it is best to position
heavy items on the bottom to prevent the trolley from overturning. If you are not
sure where things go – Ask!
 Never lift anything on your own that weighs over 16 kg – this is a recommendation
from OHS authorities. There is no maximum weight restriction as the current
approach to workplace safety is to assess every lifting need on an individual basis
and use the most appropriate technique depending on the type of load, how far it
has to be moved, the size of the load etc. Chemicals can be delivered in drums of 25
liters and 20 kg
 Be prepared to ask for help when needed – this may be a request for help such as to
do a ‘team lift’ or a request for information. You must also be prepared to provide
help when required.
Cleaning Agents and Chemicals

All cleaning agents and chemicals are designed to clean specific surfaces.
It is most important that the correct cleaning agent or chemical is used on the correct
surface.
Using the wrong cleaning agent or chemical on the wrong surface can destroy the item,
requiring it to be discarded and replaced.
This highlights the need for you to actually select cleaning agents and chemicals as
opposed to just using them.
Safe handling of chemicals
Whenever you are required to deal with chemicals employers are under a legal obligation
to provide you with:
 Appropriate and sufficient training and information

 Adequate monitoring and supervision
 Necessary safety equipment and protective clothing.
152X
Material Safety Data Sheets
Employers are also required to ensure that all chemicals used in the workplace are
accompanied by a Material Safety Data Sheet (MSDS).
These Material Safety Data Sheets must be kept near the chemicals, and cover issues
such as:
 Product classification
 Storage requirements
 Transportation regulations
 Safe handling procedures
 First aid
Any chemical users must know where these sheets are and abide by any specific
directions or cautions.
Suppliers of chemicals are obliged by law to provide you with MSDS for any chemicals you
purchase from them.
Cleaning Agents and Chemicals

General rules for dealing with chemicals
 Always follow the manufacturer’s instructions – this is the Golden Rule when
handling, using or otherwise dealing with chemicals or cleaning agents
 Never mix chemicals together - doing this can cause them to be ineffective, can
cause them to give off toxic fumes, and can cause them to explode!
 Read the label
 Contact the supplier or your supervisor if unsure about any aspect of using or
dealing with any chemical
 Never store chemicals with food – it is illegal to do so
 Avoid contact between bare skin, eyes, mouth etc and any chemical – this applies to
direct contact, as well as indirect contact
 Follow the specific advice on the relevant MSDS if you swallow a chemical or get it
in your eyes or on your skin
 Work in ventilated conditions when using chemicals
 Avoid contact between food items and chemicals
 Always wear the personal protective clothing and equipment provided by your
employer when dealing with chemicals
 Don’t handle chemicals until you have had appropriate training either from a
supervisor, an experienced staff member or a representative from the company that
supplies the chemicals
 All chemicals should be stored in a designated ‘Chemicals Store’ fitted with
appropriate HAZCHEM signs
 Only use the designated items to measure chemicals to be used – never use jugs or
containers that could then be inadvertently used elsewhere in the property for food
preparation or service purposes
 Treat the handling of chemicals with the seriousness it deserves – focus on the
chemical handling task at hand. Don’t allow yourself to get distracted. No messing
about while working with chemicals
153X
 Make sure an approved ‘Chemicals Register’ is kept on the premises.
 Liquid form – most detergents, cleaners, sanitizers, and disinfectants

 Dry/powder form – some detergents come in this dry/powder form
 Aerosol form – for pesticides and deodorisers
 Paste form – polishes
Selecting and preparing chemicals for use

Chemicals may be delivered in:
 Liquid form – most detergents, cleaners, sanitizers, and disinfectants

 Dry/powder form – some detergents come in this dry/powder form
 Aerosol form – for pesticides and deodorisers
 Paste form – polishes
The trend is for the one property to buy all their chemicals and cleaning agents from the
one chemical supplier. This means you may have several detergents from this company,
all of which have been designed to do different jobs.
How do you find out which one to use for a particular job?
 Talk to your supervisor or a rep from the chemical company

 Check the FSP regarding chemicals in food areas
 Read the label on the drums/containers
 Check out any wall charts provided by the supplier
Dilute properly
Read the label and use the chemical correctly.
Some chemicals will be used undiluted at all times. Some will be used neat in certain
applications and diluted in others. The level of dilution can vary depending on the type of
application. Always measure chemicals, never guess at how much you are using. Always
follow the manufacturer’s instructions.
Follow relevant work procedures
Where the employer has specific, written directions that relate to selection, preparation
and application of chemicals these must be followed. You should be made aware of what
these are during induction and other on-the-job training.
They can take the form of:
 Job Instructions
 Checklists
154X
 Job Safety Analysis
 Work Instructions.
Types of Cleaning Agent and Chemicals

There are numerous industrial chemical companies in the marketplace, and a wide variety
of cleaning products available. The brand or type used in one establishment can vary
greatly to the brand or type used in another.
Cleaning companies will work with you to identify and understand the cleaning jobs you
need to complete and recommend appropriate products with the necessary active
ingredients.
Most companies will provide you with samples to allow you to test the products before you
buy them.
Disposal of Garbage and Used Chemicals

Once garbage has been collected from the room, public areas and kitchen, it must be
transported safely to the appropriate garbage location, usually a dump master.
Near the dump master there may be a number of recycling stations– paper, plastics, cans
and as much garbage as possible should be recycled. Protective clothing should always be
worn when handling or disposing of garbage.
Chemicals are different to garbage and should be treated as such.
Disposal of garbage
Garbage must be disposed of regularly – it must never be allowed to accumulate inside the
premises. A minimum requirement is to remove all garbage on a daily basis.
In addition:
 Comply with any recycling protocols the business has

 Make sure all rubbish goes into the bins and is not left lying around next to them
 Close lids to bins after using them. There may be a need to lock them to prevent
unauthorised use
 Use the appropriate bin/disposal system for the appropriate type of rubbish. Liquid
waste will be separated from solid waste
 Wash hands after handling rubbish.
Cleaning and Maintaining PPE

All equipment and PPE must be cleaned before being stored. This is to enable it to be
ready for immediate use and to reduce the chance of being affected by chemicals etc.
Note that personal hand washing is a significant part of maintaining and cleaning any
PPE. Protective gloves should be worn when cleaning and maintaining PPE.
Manufacturer’s instructions must be followed when cleaning or maintaining any PPE.
155X
There is relatively little that individuals can do in relation to repairing PPE. It is usually
the case of returning items to suppliers for service, or throwing them out and buying a
new one.
Safety-checking equipment and PPE
All PPE must be safety-checked prior to storage.
Appropriate requests for maintenance and replacement must be made at this stage if
problems are identified.
Standard PPE checks include:
 Checking for rips and tears to gloves and aprons

 Checking for holes and leaks in safety shoes
 Verifying the integrity of safety glasses
 Replacing the filters in respirators.
Store equipment in the designated area and in a condition ready for re-use
All cleaning equipment will have an allocated storage area.
Equipment must be returned to this area after use.
Cleaning equipment cannot be left ‘just anywhere’ after it has been used because:
 It may be stolen
 It may be a hazard in terms of an obstruction or a tripping hazard
 Others may need to use it and they will go to where it should be.
Before equipment can be stored away, it should be checked to ensure it is clean and ready
to be re-used.
Never put away equipment that has not been cleaned and checked. If the inspection
requires action to be taken, whether to repair or report, do it.
Location for storage
Where a cleaning storeroom exists, items will need to go back there.
A property can have several small storerooms throughout the property. Normally this is
one per department or one per floor.
156X
In some cases, certain items (especially larger electrically-powered) may be stored in
another location because they are too big to go into the cleaning storeroom area. Adhere to
the SOPs where you work.
These storage areas should all be back-of-house locations and fitted with locks to prevent
unauthorised access to equipment. Make sure the store is locked when you leave it
It is important that equipment is stored in a clean condition and in the right location for a
number of reasons, some of which may include:
Store chemicals according to safety and health requirements
The correct storage of chemicals is of the utmost importance.
Storage areas must be prepared with the appropriate drainage, safety equipment, fire
sprinklers and the correct fire fighting equipment.
Access to these stores should be restricted only to staff who have received appropriate
OHS training in handling chemicals.
Any undiluted chemicals remaining on your cleaning trolley or in your cleaning bucket
must be stored safely at the end of the shift or cleaning task.
House policies will determine whether these chemicals need to be stored in the chemicals
store or if they can be returned to the cleaning storeroom. Usually, chemicals in smaller
containers (1 litre to 5 litre containers and trigger spray bottles) can remain with the
mops, buckets etc or stay on the cleaning trolley or in the cleaning bucket or carry-all.
The following guidelines need to be considered when storing chemicals:
 Keep in a storeroom away from other products – the room should be marked
‘dangerous goods’, have necessary HAZCHEM signage, and restricted access
 A register should be maintained to record items in accordance with legislated
requirements
 The store room for chemicals must be well lit and ventilated
 The room should only be used for storing chemicals
 Heavy containers must be stored on lower shelves to avoid the need for lifting, and
to minimise the chance of spills
 Keep containers well sealed and labelled
 Have MSDS and first aid directions posted in the area – together with first aid
resources to support possible treatment requirements
 Keep away from a naked flame or excessive heat
 Product usage charts should be close to the chemicals for easy and clear reference
purposes – including details relating to dilution, items that chemicals can be used
on
 Instructions for safe chemical handling must be posted – to provide instruction on
decanting chemicals
 Necessary PPE should be present – gloves, aprons, respirators, gauntlets and hoses
 Never store chemicals or cleaning agents in food containers
157X
 Never store chemicals with food
 Do not allow customers to come into contact with chemicals, or entry into the
chemicals storage area
 Never mix chemicals together – some may explode
 Ensure measuring devices for chemicals are not used for any other purpose
Cleaning Public Areas

Whilst this manual will focus on cleaning, using different techniques for a variety of public
area surfaces, it is important to identify and explain common public areas and steps
associated with ensuring these areas remain clean, tidy and ready for use and enjoyment
by guests.
Gardens
Many hotels and resorts include garden or natural bush environments. Whilst these areas
may not be directly used by guests, they greatly influence the ambiance and natural
beauty and tranquility of the area.
It is essential that all gardens and natural features are maintained in a clean and
attractive manner.
In many hotels there may be a dedicated gardening or grounds team, or these functions
may come under the responsibility of the public area cleaner.
Swimming Pools
Many hotels and resorts will have an array of water features, with the largest being pools,
either for decorative purposes or for the enjoyment of guests.
For resorts, the pool is one of the major draw cards for guests and is the location in which
they spend a considerable amount of time.
Therefore it is essential that pools are maintained for the enjoyment of guests.
The following are activities that can be performed by public area cleaners to ensure pools
are sparkling clean, inviting, refreshing and ready for use every day.
The key is just staying on top of it.
Routine pool maintenance may also prevent frustration and complaints by customers who
are concerned about the appearance or state of pools.
Cleaning pool
158X
The following steps can be followed by public area cleaners to ensure the pool remains
clean and inviting for guests:
· Remove leaves and other floating items – pick up junk before it sinks or gets
clogged in the plumbing
· At least once a week, clean leaves out of the pool's strainers (the baskets that catch
debris)
· Brush your pool walls weekly to remove algae and other culprits - use a soft brush
on tile or fiberglass walls and a stiffer brush on the walls of plaster-lined pools. If you need
to undertake deeper cleaning, use a nylon scouring pad and a liquid cleaner
· Vacuum each week to keep the pool water clean. Cover the entire bottom of the
pool with your vacuum strokes.
· Keep your pool water sanitized to reduce algae and bacteria. Liquid chlorine is the
most common sanitizer, although there are other, newer methods. Use a test kit to tell
when you need to add chlorine
· If your pool water is cloudy, check your filter and clean it, if necessary. Different
steps are required to clean sand, diatomaceous earth and cartridge filters
· Place a pool cover on at the end of the day if required
· Check pool lighting
· Always keep chemicals stored out of direct sunlight. Keep them in a cool dry place.
Do NOT store acid and chlorine right next to each other
· Keep vegetation, animals and chemicals away from and out of the pool.
Cleaning pool
The following steps can be followed by public area cleaners to ensure the pool remains
clean and inviting for guests:
· Remove leaves and other floating items – pick up junk before it sinks or gets
clogged in the plumbing
· At least once a week, clean leaves out of the pool's strainers (the baskets that catch
debris)
· Brush your pool walls weekly to remove algae and other culprits - use a soft brush
on tile or fiberglass walls and a stiffer brush on the walls of plaster-lined pools. If you need
to undertake deeper cleaning, use a nylon scouring pad and a liquid cleaner
· Vacuum each week to keep the pool water clean. Cover the entire bottom of the
pool with your vacuum strokes.
159X
· Keep your pool water sanitized to reduce algae and bacteria. Liquid chlorine is the
most common sanitizer, although there are other, newer methods. Use a test kit to tell
when you need to add chlorine
· If your pool water is cloudy, check your filter and clean it, if necessary. Different
steps are required to clean sand, diatomaceous earth and cartridge filters
· Place a pool cover on at the end of the day if required
· Check pool lighting
· Always keep chemicals stored out of direct sunlight. Keep them in a cool dry place.
Do NOT store acid and chlorine right next to each other
· Keep vegetation, animals and chemicals away from and out of the pool.
Cleaning pool area
Not only must the pool be inviting, but the pool area itself must also be clean, safe and
ready for use.
Activities to ensure a pool area remains operating efficiently include:
· Washing and sweeping tiles around pool and under deck chairs
· Returning pool devices and recreational equipment to their designated areas
· Realigning deck chairs and umbrellas
· Removing used towels and placing new towels on deck chairs or stations, where
required
· Removing dirty glasses, plates and napkins
· Cleaning pool side tables and chairs including the realignment of promotions or
other table materials.
Car parks and driveways

Hotel entrance
The hotel entrance must be clean and tidy as this is not only the first contact point for
customers, but is where customers wait whilst their car is being retrieved. In addition, this
160X
is the main entrance point for all customers and what passing traffic and walkers see.
Therefore it must reflect a well run and professional operation.
The hotel entrance area, incorporating the driveway and outdoor area outside the main
doors itself, may be the responsibility of concierge, porters, valet departments or public
area cleaners.
Regardless of who is in charge it must be maintained. With this in mind:
· All surfaces must be clean, tidy and void of rubbish
· The waiting area, including seating or queuing area, must be maintained and
managed
· Rubbish and smoking areas must be cleaned and clear of rubbish.
Driveways
The driveways must be clear of rubbish and cleaned.
Car parks
The car park must be clean and tidy and, like the driveways, clear of rubbish.
Equipment used in this area must be operational and well stocked . These items include:
· Brooms, mops and scrubbers
· High pressure cleaning equipment
· Degreasing agents to remove grease and oil under parked cars
· Fire extinguisher in the event of a fire
· Car cleaning and detailing equipment – including vacuum cleaners, window

cleaners, waxing items, polishes, detergents, mops, cloths, disinfectants and rubbish bins
to dispose of rubbish from vehicles.
Whilst monitoring of car parks should be a constant exercise, it is important that public
area staff undertake a thorough observation of the area. The purpose of this exercise is to:
· Ensure that all cars are secure and that no break-ins or damage has occurred
· Identify any items unintentionally left behind, dropped or lost are accounted for
and sent to lost property
· Identify general condition of the area including:
161X
§ Rubbish and cleanliness
§ Broken lights
§ Faulty equipment
§ Undesirable items such as drug paraphernalia, human waste or broken glass.
Signage
Car parks use a range of signs or ropes to reserve car places or to block areas which may
be required for tour coaches etc. These must be located in easy to reach places.
Remove litter from parking garage and driveways
Once a visual inspection has taken place, the next task of all public areas staff is to make
sure these areas are:
· Free from obvious rubbish and debris
· Clean from dust and dirt.
When cleaning, common tasks include:
· Picking up general rubbish
· Emptying and cleaning rubbish bins
· Cleaning cigarette bins
· Sweeping up dirt and small debris
· High pressure cleaning of walls and ground.
When cleaning is being done, especially in the immediate location of cars or customers, all
necessary precautions must be taken including:
· Placing of ‘cleaning in progress’ or ‘caution – wet area’ signs
· Ensuring car windows are closed
· Ensuring water does not get under building doors
· Drying any seats used by customers.
Check lighting
162X
Given hotel operations are 24 hours a day, all lights must be in working condition.
Whether the car park is located in a dark underground area or outside, for safety reasons
all lights must be operational at night.
Not only must overhead lights be in working condition, lighting must also be working
where the following items are placed:
· Boom gates
· Signs
· Pay stations
· Hotel entrance and lift areas that connect with car parks
· Walking paths and gardens.
In many cases, the location of the lights does not mean public area cleaners have to
replace these lights themselves. They may be required to get maintenance or an external
contractor (in the event of public lights) involved.
Maintain area appearance

· Watering any fresh flowers or plants
· Spot cleaning where required
· Making sure the external appearance of the property is attractive – by checking the
footpath etc.
Maintain fire equipment: Fire extinguishers
Fire extinguishers are commonly found in public areas as they are easy access points for
both hotel staff and fire fighting experts to gather the necessary equipment to control and
eliminate fires.
Quite often fire extinguishers are located in cupboards or other easily accessible and
visible locations.
Public area cleaners should check to ensure:
· The fire extinguishers themselves have not been removed
· They have not been tampered with by checking to see if the pin is still in place
· There is no rubbish or other items placed in the cupboard.
If for any reason it appears that the fire extinguishers may not be operationally ready it is
important to notify management immediately.
Smoke detectors
All hotels have smoke detectors, not just in kitchens and guest rooms, but in public areas.
163X
These are vital fire detection systems and it is important that they are operational and
functioning. There are a number of small actions that a public area cleaner can undertake
to ensure they are ready for use including:
· Test smoke detectors once a month

· Press the test button on detectors and check that the device beeps or rings loudly.
· If a smoke detector starts chirping or beeping off and on, it’s time to change the
batteries.
Sprinkler heads
When checking smoke detectors it is also a good time to ensure sprinkler heads are also in
operational condition and have not been broken in any manner.
164X
BASIC CLEANING PROCEDURES
Cleaning Floors
Sweeping
Sweeping is a manual method of removing dust, dirt and debris from floor/ground using
sweepers (plastic broom or soft broom or stick broom) and dust pan.
BEFORE:
Prepare the materials needed.
 Broom
 Dust pan
 Trash can with trash liner
DURING:
1. Using only one direction (clockwise or counter clockwise) begins sweeping at the
farthest corner of the room and, move towards the center.
2. Sweep dirt and dust at the shortest distance into the dust pan to avoid dust from
“flying”. Avoid shaking the broom when removing excess dust/ dirt from it.
3. Brush all dirt into the dustpan and then move the dustpan back a couple of inches.
Repeat the last step until all dirt is cleared.
AFTER:
Clean all equipment, tools used in sweeping the floor. It is best to hang brooms and dust
pan when storing it.
Floor Polishing
Floor polishing can play an important part in cleaning the hotel amenities. The theory is
that in today’s saturated market, a property needs to stand out from the rest in its league.
165X
The floor polisher is a machine for cleaning, sanding, and polishing parquet, painted,
linoleum, plasticized polyvinyl chloride resin, and tile floors. Floor polishers may be
manual, mechanical, or electric.
BEFORE:
1. Prepare the materials needed.
 Floor Polisher
 Gloves
 Caution Sign
 Plastic Broom
 Dust pan
 Polishing Solution
2. Check the condition of the equipment
3. Check the heavy duty plug and cable
4. Tilt the floor polisher backward (Support the motor/ body of the floor polisher with
your foot when tilting the machine. until the handle rest on the floor)
5. Put the correct polisher pad or brush
 Black pad – for stripping

 White pad for polishing
 Green pad or scrubbing
 Brown pad for buffing
 Red pad for spray/ buffing
 Hard brush use for hard floor (pebble, cemented floor)
 Soft brush Use for resilient type of floor e.g. vinyl, wood
6. Attach the brush by twisting sharply with a counter clockwise direction.
7. Make sure the brush adapter fits well to avoid damage on the equipment and to
ensure workers safety.
8. Check the area.
9. Put the safety signage in place where passerby’s can see it.
10. Remove obstacles from the floor.
11. Sweep the floor.
12. Remove sticky materials on the floor.
13. Open the pedal kick clutch to adjust the handle.
166X
14. Adjust the handle tube to the desired angle.
15. Insert the plug in the nearest electrical outlet.
16. Gently squeeze the switch to start floor polishing procedure.
DURING:
1. Gently squeeze the switch to start the floor polishing procedure.
2. Slightly lift the handle to allow it into right direction.
3. Start polishing the sides of the hallway
 To avoid chemicals from splashing on the wall

 To avoid bumping the floor polisher on hard surfaces
AFTER:
1. Release switch (carefully to shut-off the machine).
2. Remove the brush; twist the brush sharply into clockwise direction until the brush
bracket opening is in line with the brush adaptor.
3. Clean the brush with water.
4. Clean the floor polisher.
5. Return the floor polisher and other tools in their proper area.
Vacuuming
vacuum Cleaner is an equipment used in removing, collecting all loose soil, dust, dirt and
particle from all types of flat surfaces particularly carpets, rug, hard and resilient floor,
upholstery, furniture including bed linen, bed cover, mattress, drapes, and blinds.
BEFORE:
 Trash can with trash liners

 Broom with dustpan
 Trash can with trash liner
 Personal Protective Equipment
 Vacuum cleaner with complete Vacuum accessories
 Upholstery nozzle
 Hose Adaptor Hose
167X
 Adaptor Extension pipe
 Floor nozzle
 Motor filter
 Capture bag
 Round brush
 Crevice
2. Check the bag and filters daily and clean or replace them, as required.
 Open the compartment and remove vacuum bag / filter.

 Check the bag and/or filter daily and clean or replace them, as required
3. Pour dust/ dirt from vacuum bag into a trash bag
4. Put back the dust bag into the vacuum cleaner.
5. Check the cord for frayed wires and the plug for loose connections.
DURING:
1. Plug the vacuum cleaner
2. Turn on the vacuum cleaner using the “On/Off” button.
3. Use appropriate attachments for surfaces.
 Floor/ carpet nozzle

 Upholstery Nozzle for sofa and mattress, furniture, upholstery, and drapes
 Crevice tools for edges, corners, and furniture corners
4. Start vacuuming at the farthest point or areas were dirt has accumulated.
 Use even strokes to cover the area.

 Remove and pick up small items (e.g. bottle caps, pins) with your hands not the
vacuum cleaner.
 Do not vacuum areas that contain moisture like water, combustible matters,
needles, pins, blade, etc.
AFTER:
1. Clean the vacuum cleaner after every usage.
2. Wipe and remove hair from the hose, floor nozzles.
3. Clean and store the equipment properly.
168X
Mopping
Use in removing dust, and trash or soil from floors as a daily cleaning procedure, or in
preparation for wet cleaning procedures.
BEFORE:
1. Gather all necessary materials and equipment for dust mopping.
 Personal protective equipment (Hand gloves, Hairnet)

 Whisk Brush
 Putty Knife
 Trash Can with Trash Liner
 Dust Mop (Dust Mop Head, Handle, Metal Frame)
2. Prepare the area for dry mopping procedure.
 Move furniture as you dust mop and replace it in its correct position.
 Remove all larger pieces of debris that the dusts mop will not able to sweep away
and throw them into a trash container.
 Remove any gum using the putty knife.
3. Insert the dust mop head inside the steel frame.
 Attach the mop handle to the metal frame properly.

 Make sure the dust mop head is clean and free of dirt and debris.
 Remove any gum using the putty knife.
DURING:
1. Dust mop the area.
 Start dust mopping at the entrance of the room. (Work from the sides of the room to
the center. Turn at the end of the pass and dust mop in the opposite direction.
Overlap about 10 inches).
 Move furniture as you dust mop and replace it in its correct position.
 Push the dust mop straight ahead. (Avoid lifting the mop from the floor or moving it
backward during the dust mopping procedure).
 Hold the mop handle at approximately a 15-degree angle.
 Dust mop carefully around equipment.
2. Pick up the trash and dirt.
 Use a dustpan and broom to sweep up accumulated trash.

 Empty this into a trash chute or trash container.
AFTER:
169X
1. Clean the dust mop before / after using it.
 Insert the dust mop head inside a plastic bag to avoid dust/dirt from “flying”.
 Shake the plastic bag sharply for several times to remove dust and dirt.
 Use whisk brush in removing hairs or sticky materials from the dust mop head.
Cleaning Walls and Windows
Glass Cleaning
Window or glass cleaning requires mastery of special techniques using tools, most notably
a squeegee. The use of proper window cleaning tools and materials results in a better
cleaning method, like rubbing windows with newspaper or rubbing a pane of glass with a
cloth can result in "stroke" marks that are visible in sunlight due to the residue left
behind.
BEFORE:
Prepare the materials needed.
 Squeegee
 Glass Cloth
 Dusting Cloth
 Dusting Bag
 Sprayer with chemical (Glass Cleaner)
 Fabric or newspaper
DURING:
1. Lay down newspaper or fabric on the floor.
2. Spray the glass cleaner on the glass surface.
3. Starting in the upper left corner, pull your squeegee straight across at about a 45°
angle. As the squeegee hit the right frame of the window, slowly start to turn the squeegee
on the glass to start an "S" like motion.
4. Remove excess liquid by using the rubber part of the squeegee and drag it downward.
5. Wipe off the squeegee blade with a towel.
6. Clean and wipe dry the window frames.
7. Repeat the procedure until the whole surface has been cleaned.
AFTER:
Clean and store materials used properly.

170X
Wall Cleaning
It is a good idea to regularly clean painted walls to remove marks, scuffs, dirt, dust, and
fingerprints. Clean walls will help the property look bright and fresh. Regular maintenance
and proper care during cleaning will sometimes prevent difficult-to-remove stains.
BEFORE:
 Personal Protective Equipment (Gloves, Helmet)

 Housekeeping Cart
 All Purpose Detergent Cleaner
 Wall Mop Frame and Handle
 Cotton Cloth
 Scouring Pad
 Sponge
 Two (2) Mop Buckets with Wringers
 Wet Floor Sign
 Dust Cloth
 Vacuum
 Ladder and/or Scaffolding
2. Test the wall for porosity. Test the all-purpose detergent/cleaner for compatibility
with the surface (unseen part of the wall).
3. Set up wet floor/caution signs.
4. Put cleaning materials in a safe place.
5. Put dust cloth on the floor (if the floor is sensitive e.g. carpet floor / wooden floor)
DURING:
1. Dust / vacuum the wall.
2. Clean the wall in a “framing” pattern (4 square feet area)
3. Spray cleaning solution on the wall
4. Use sponge in scrubbing; move gradually up the wall using circular motion.(Washing
should always start at the bottom)
5. Rinse the area using damp cloth.
6. Rinse the damp cloth as often as possible.
7. Clean the next “frame” area, overlapping the preceding “frame”.
8. Repeat these steps until wall is finished.

171X
9. Inspect your work. Repeat procedure(s) if necessary.
AFTER:
1. Clean up all cleaning equipment
2. Return all cleaning equipment to the storage area.
3. Finally, when you are finished, wash hands and dry thoroughly.
Dusting Furniture and Fixtures

Dusting is a basic cleaning procedure use in removing dirt, dust from a given surface. In
dusting make sure that all surfaces, furniture’s, fixtures, and appliances are free of
grease, dirt, dust, deposits, marks, stains and cobwebs. Inaccessible areas such as edges,
corners, folds and crevices are free of dust, grit, lint and spots.
BEFORE:
1. Prepare materials needed. Organize all materials in a dusting bag.
 Handy brush
 Dusting Cloth (lint cloth, microfiber cloth, cotton cloth)
 Whisk Brush
2. Prepare the chemicals needed.
3. Spray bottle with cleaning chemicals (APC)
 Furniture Polish
4. Use personal protective equipment.
 Gloves
 Hairnet
 Goggles
DURING:
1. Identify the type of dirt /dust and surface texture before commencement of work so
that you can perform the correct procedure of dusting the surface.
2. Use the correct dusting tools in cleaning the following surfaces:
 Dusting corner
o Use whisk brush in cleaning corners.
 Dusting ornaments
o Use static duster in dusting ornaments.
o Stabilize the ornaments by gently pressing on the item with your finger.
o Items must be lifted to wipe the base.
172X
 Dusting wooden furniture
o Use a clean barely damp cloth, turn it often to remove dust from surface
o Use whisk brush in removing dust from corners of furniture.
o Use soft brush to remove dust on top of wooden furniture to avoid scratches.
o Spray wood polish on dusting cloth and wipe it on the wooden furniture.
AFTER:
Clean all equipment and tools after using them. Be sure to store them in the right place
afterwards
Cleaning and Disinfecting Trash Cans

By far, one of the most germ-ridden things, the garbage is a source of bacteria and odor
that is often overlooked. Though liners catch much of the debris, liquids and trash residue
still find their way onto the inner surface and need to be cleaned away regularly.
BEFORE:
1. Prepare materials needed for cleaning and disinfecting the trash cans.
 Trash Bag
 Soap and Water
 Disinfectant
 Scrub Brush
2. Use personal protective equipment.
 Gloves
 Face Mask
DURING:
1. Begin by emptying all of the contents from the trash can. Remove as much residue as
possible.
2. Wash the entire trash can with soap and fill the trash can 1/4 – 1/3 full with hot
water. Remember to discard water afterwards in the drainage.
3. Spray the inside of the trash can with a disinfectant.
4. Use a soft cloth to scrub the surfaces and remove any odor –causing residues. Be
sure to get all of the edges where residue can build up.
5. Replenish the trash bag.
AFTER:
1. Place the garbage bag in the garbage cart for disposal.
173X
2. Return the used chemicals, tools, and equipment in their custodial area.
Self Check 5.2.

Multiple Choice. Read each statement and choose the correct answer.
________1. Black polisher pad is used for:
Select one:
a. Scrubbing
b. Stripping
c. Polishing
d. Buffing
________2.Equipment used for removing, collecting, all loose soil, dust , dirt and particles
from all types of flat surfaces, particularly carpets, rugs, upholstery, drapes and blinds.
a. Broom
b. Polisher
c. Mop
d. Vacuum Cleaner
_________3. Floor polishers come in many forms EXCEPT:
a. Electric
b. Manual
c. Mechanical
d. Automated
_________4. It refers to the procedure of removing dust, soil, or spillage or as preparation
for wet cleaning procedures
Select one:
a. Sweeping
b. Mopping
c. Floor Polishing
d. Vacuuming
_________5. The first step when cleaning furniture after preparing the materials is:
a. Applying the appropriate chemical on the cloth

b. Applying chemical to hidden part of the furniture first
c. Applying water on the surface to be cleaned
d. Applying the appropriate chemical on the furniture
174X
FRONT AND BACK OF THE HOUSE
Front of the House
Cleaning the Hotel Lobby

The lobby is under constant scrutiny and must look their best at all time. It is also the
space of the hotel which is frequently subject to wear and tear.
Light cleaning should be done frequently throughout the day. In performing the necessary
cleaning procedures Housekeeping Attendants should always remember to take extra
caution of not interfering with efficient guest and staff traffic pattern.
Hotel lobby normally consists of the following areas:
 Entrance
 Front Desk
 Lounge
Cleaning Procedures:
1. Prepare the materials in sweeping, dry mopping, dusting, glass cleaning.
2. Clean out ash urns or ashtrays
3. Empty trash containers / spray interior / spot clean exterior of trash can
4. Dust counter tops using dusting cloth or static duster.
 Always work from the top of the room downward to prevent re-soiling of previously
cleaned surfaces.
 Use an extension duster to reach high and low surfaces. Use a dusting cloth or mitt
on mid-level surfaces. This will save strain on your body from bending low or
stretching high
5. Spot clean vertical and horizontal surfaces
 Remove spots and stray marks from walls, window frames, door facings, door
frames, shelves, display cases, cabinets, counters, and other surfaces. (Use
disinfectant to clean door handles, light switches and other “hot-spots”).
6. Spot clean glass surface
 This includes entry windows, door glass, display case glass, glass tabletops and any
other glass in the room.
 Lightly spray glass cleaner on fingerprints and smudges.
175X
 Wipe to remove the spot and to dry the surface streak-free.
7. Straighten tables and chairs
 Place all furniture in its designated locations. Furniture often moves during the
course of a day’s activity, and should be repositioned and realigned so the space
looks fresh again in the morning.
8. Spot clean tables and chairs
 Lightly spray cleaner on fingerprints and smudges, and wipe to remove the spot and
to dry the surface leaving no streaks.
9. Damp wipe Lobby furniture
10. Spot clean upholstery (if applicable)
 Damp wipe with a cleaning cloth and, fold it into an 8-sided cleaning cloth.
 Wipe all water resistant surfaces of each piece of furniture turning the cloth to a
clean side and rinsing as needed.
 Remove soil, fingerprints, and smudges.
 Wipe shiny surfaces with a clean, dry soft cloth to remove any streaks, leaving
surfaces shining.
 Apply surface treatment if applicable.
11. Spot clean upholstery
 Test cleaner on the underside of the chair to ensure colorfastness. Spray spots
lightly. Blot spots to remove; work from the outside of the spot towards the center to
prevent spreading.
12. Spot clean carpet and walk-off mats
13. Vacuum carpet and walk-off mats (if applicable)
14. Use dust mop to remove dust and debris from the area. Dust mop under furniture
and along the edges of the room, paying particular attention to the corners, working from
the inside corner of the room outward to move soil away from, not into the corner. Dust
mopping into the corner can pack the soil into the corner and create a “rounded” corner.
Use a putty knife if necessary to remove soil and move it out where the dust mop can pick
it up.
15. Damp mop floor.
 Place “Wet Floor” signs appropriately.

 Using a standard damp mop and mop bucket, or microfiber damp mopping pads,
begin mopping at the far corner finishing at the door.
 Rinse mop or change pads as needed.
 Leave signs in place until floor has dried
176X
16. Clean the Glass windows, dirtiest first in left or right, where there is no traffic.
Cleaning the Hallway/Corridor/Concessionaire's Areas

The hallways and corridors are places used by guests to proceed to different areas of the
hotel such as suites, swimming pools, restaurants, restrooms, and other amenities.
Cleaning Procedures:
1. Prepare the materials needed in sweeping, damp mopping, vacuuming, and floor
polishing.
2. Identify the dirtiest part of the area
3. Cordon off the area that needs to be clean (if needed)
4. Remove debris from the floor
5. Vacuum the corridor
6. De-gum the area
7. Damp mop the area to be clean
8. Floor polish the corridor
Back of the House
Cleaning Public Bathrooms

Public Restrooms must be cleaned and sanitized throughout the day. How often this
works needs to be done depends on the traffic flow in the hotel. Housekeeping Attendants
should be assigned to check the public rest rooms at least once an hour.
Different tasks should be done in the public restrooms which include the ff:
 Replenish all amenities

 Clean and disinfect toilets
 Garbage disposal
 Mirror and sink cleaning
BEFORE:
1. Prepare materials needed.
 Housekeeping cart (optional)

 Personal Protective Equipment
 Caution Sign
 Toilet Bowl Brush
 Grouting Brush
 Floor Squeegee
177X
 Spray Bottles with Label
 Broom
 Scouring Pad
 Glass Wiper
 Mop with Handle
 Bucket with Wringer
 Long Brush
 Hand Brush
 Trash Liners
 Tong
 Caddy
 Dust Pan
2. Prepare all chemicals needed in cleaning the bathroom
 Glass Cleaner
 Disinfectant
 Toilet Bowl Cleaner
 Air Sanitizer
 Metal Polisher
3. Put all necessary materials in the cart (optional)
4. Knock and announce “Housekeeping, most especially if you will clean opposite sex’
rest room”.
 If there is no reply; the attendant may enter.

 If someone is using the restroom; wait outside until the rest room is no longer
occupied.
5. Place a traffic control device at the entrance door.
DURING:
1. Amenities
 Check all supplies regularly and replenish as needed

 Put all your equipment tools, materials in a safe area and it should be within your
reach.
 Refill the soap, tissue and towel dispenser and other amenities.
2. Garbage
 Dispose garbage properly and replenish trash bag.
3. Floor
 Clear any obstacles, particularly in the floor area.

 Sweep and de-gum the floor
178X
 Clean the floor
 Use a very wet mop to apply disinfectant solution
 Brush the floor using long brush
 Remove excess water - use floor squeegee or mop
 Mirrors, Sinks and Faucets
 Mix disinfectant in a bucket (For daily maintenance 250 ml of disinfectant for 4
Liters of water).
 Damp wipe all fixtures with diluted disinfectants including mirrors, pipes, faucets
and dispensers).
 Clean the lavatory sink, faucet and mirror.
4. Toilet Bowls / Urinals
 Flush the toilet bowl.

 Put chemical on the bowl and cover it (Leave it for few seconds and proceed to the
next tasks).
 Clean the Toilet bowl.
 Clean the top and bottom of toilet seat and all exterior surfaces including the pipes.
 Clean and dry exterior of urinals, including the pipes. Wipe dry all exterior with soft
cloth.
 Clean toilet bowls and inside urinals with applicator.
AFTER:
1. Dry the whole area using dry mop head.
2. Check the condition of the area before leaving it.
3. Clean and store materials, tools and equipment properly.
Cleaning the Office

Housekeepers need to keep offices, meeting rooms and hallways clean and odor-free in
order to provide users with a pleasant working environment and projecting a positive
image for the property.
A. Cleaning Office Furniture
1. When dusting office furniture, always remember that each kind of furniture / surface
should be cleaned by a specific dusting tool, as mentioned in Module 2. These include:
 Whisk brush for corners

 Static duster for ornaments
 Glass cleaner and glass cloth for glass furniture
2. Tidying Sofa / Chairs
 Use dusting cloth in wiping leather and leatherette types of sofa.

179X
 Tidy up sofa chairs by re-arranging all cushions and pillows. Make sure to fluff
cushion and pillow.
 Use whisk brush in cleaning corners of wooden sofa.
B. Cleaning Electrical Equipment
All electrical appliances are switched off /unplug before the commencement of work.
Handling Chemicals
Chemicals are only part of the housekeeping’s department’s arsenal of weapons in its war
against dirt. Although there are a number of chemicals in the housekeeping department
that are used to protect and beautify floors, walls and, furniture, the majority of
housekeeping chemicals are intended to clean, disinfect and sanitize the environment.
Proper Handling of Housekeeping Chemicals

1. Wear personal protective gear when handling cleaning chemicals.
2. Do not inhale cleaning chemicals.
3. Read and follow all direction on the label.
4. Leave the cleaning product on a surface long enough to be effective but not too long
to damage the surface.
5. Dilute chemicals correctly.
6. Use only the amount as directed.
7. Use only clean water when mixing a solution.
8. Select the temperature of the cleaning solution based on the item being cleaned.
9. Scrub with the correct tool for the surface being cleaned.
PERFORMANCE TASK 5.3

Do the following activity:
1. clean a glass window with a squeegee.
180X
2. demonstrate the proper use of a vacuum cleaner on carpeted surface.
3. mop a tiled floor.
4. polish floor using a floor polisher.
LEARNING OUTCOME 6
DEAL WITH/HANDLE INTOXICATED GUESTS
181X
Objectives:
1. Understand Alcohol Service Management
2. Handling Intoxicated Guest
3. Comply with Legislative requirements in serving alcohol

UNDERSTANDING ALCOHOL SERVICE MANAGEMENT
Duty of Care to Guests and Staff

All establishments, regardless of the industry, owes a duty of care to guests. This has been
practiced for a long time and is applicable anywhere in the world.
The main responsibility of an establishment to its guest is to ensure that all of them are
safe while inside the establishment. Therefore, all personnel is responsible for everyone
within the premises of their workplace.
Management and Staff have the responsibility to ensure the safety of all people in the
establishment including threats from violent intoxicated guest among others.
Guests: These are people checked - in the establishment. Their safety is the priority of
not just Housekeeping Personnel but of all the employees of the establishment.
General Public: These are people not checked - in the establishment but are on the
premises for various reasons like attending an event, dining, or simply inquiring. Their
safety is also important and must be taken care of by all of the establishment's
employees.
Other Staff: These include fellow Housekeeping staff, supervisors, managers, owners,
and staff from other departments. Next to guests and the general public within the
establishment, the staff safety is also important.
Reasons for Responsible Serving of Alcohol

Responsible serving of alcohol is not just because an establishment is afraid of not
complying with existing laws, but responsible serving of alcohol has many benefits for the
business, staff, and customers.
182X
Hover the pointer on the photos to know more about the benefits
Business:
 Reputation of the establishment - if an establishment is able to

continuously provide alcoholic beverages without untoward incidents, its
reputation among customers increases which will equate to more revenue
 Continuous Operation – if an establishment follows responsible service of
alcohol according to local laws, business would be allowed to continue.
Otherwise, an establishment could be shut down
 Control the possible destruction of properties. – intoxication can lead to
trouble and thus preventing this from happening reduces the possibility of
a ruckus happening
 Reduces cost – in terms of having to hire more people to handle
intoxicated guests and liability issues to insurances and legal claims.
Staff
•Reduces the workload of staff

•Reduces the risk of injury to staff
•Will be able to communicate easily with customers
•Establishes a peaceful place for both staff and guests
 Increases retention rate as staff feels secured
Guests
 Reduces risk of injury
 Promotes a positive and accommodating atmosphere for the guests
 Reduces chance of violent behavior
 Prevents crime
INTOXICATION
In this lesson, we will discuss what intoxication is, the signs showing that a person is
intoxicated, and how alcohol affects the brain
183X
The condition of having physical or mental control significantly diminished by the
effects of alcohol.
Alcohol and the Brain
Effects of Alcohol on the Brain
Hippocampus: The hippocampus is our hard drive as it stores our memory. Binge
drinking oftentimes lead a person to black out and not remember the things he or she
had done during his or her drunken state. Alcohol abuse can permanently damage this
part and hinder a person’s ability to learn.
Cerebral Cortex: The part of the brain responsible for thinking, making decisions, our
emotions, and the senses. Intoxication can blur one’s critical thinking and lower
inhibitions. It may mean taking more risks than we usually do. Alcohol can also blur
one’s vision and affect the sensitivity of the other senses. Consistent alcohol abuse can
lead to irreparable damage to the Cerebral Cortex.
Cerebellum: Mainly responsible for our motor skills, moving, walking, and grabbing
things. Intoxication can reduce our ability to properly move, causing us to have slower
reflexes, easily losing balance or making one’s hands shake.
Central Nervous System: In general, intoxication slows down the brain, making
seemingly normal tasks difficult to do like thinking, walking and talking straight, using
our fine motor skills. It also slows down our reflexes. For which intoxicated people
should not drive.
Medulla: The part that controls involuntary actions like breathing and maintaining our
body temperature. Binge Drinking can cause the medulla to malfunction and may
eventually lead to a coma.
Hypothalamus: Important bodily processes such as heart rate and the sense of hunger
and thirst are controlled by this area. Slow heart rate can lead to bradycardia which
can cause lack of energy and stamina, dizziness, chest pains, and memory problems.
While feeling hungry or thirsty may not be as harmful but it can mess up our body
clock.
Signs of Intoxication
Difficulty in Standing, sitting or walking
 Drunk person will be clumsy in their movements. Simple activities like

standing, walking, or even sitting would be very difficult for them.
Vomiting
Drinking too much can cause a person to vomit. This is because of alcohol
poisoning. Just like how our body reacts to food poisoning, alcohol
poisoning triggers our brain to reject the substance that is causing the
poisoning. This however, is just a reaction of our body and does not
actually help in reducing intoxication of a person because alcohol is
absorbed faster than it is released. Vomiting may also be because of
motion sickness. An intoxicated person feels nauseated and the brain
reacts by making the intoxicated person vomit.
Mood swings and change or personality
184X
 A noticeable change in the drunk person’s mood or personality may be
observed. A usually shy, timid person may become talkative, affectionate
and confrontational when intoxicated.
Alcohol consumption
Because an intoxicated person’s judgement becomes impaired, they think

they can handle themselves well and therefore consume more alcohol than
normal. Volume increases as well as the strength of alcoholic drink.
Drowsiness
 In a nutshell, alcohol causes our neurons to slow down, as it were, this

slowing down causes our body to be relaxed and therefore sleepiness .

HANDLING INTOXICATED GUEST
Determine Level of Intoxication
Determining whether a guest is intoxicated or not is an important skill in handling guests.

185X
Guests might get offended if you assume that they are drunk., thus knowing the signs of
an intoxicated person through the acronym CAUSE will be discussed in this lesson.
Spot an Intoxicated Guest

While working in the hospitality business, critical thinking is an important skill in
handling any situation, especially in dealing with intoxicated guests.
Analysis of the guest’s mood, and body language are important clues in determining
whether a guest is intoxicated or not. One tool used to help in doing this is CAUSE:
C-oordination
A-lcohol Smell
U-nsteady
S -lurred Speech
E - Eyes Glazed
Other things to look out for:

● Types of drinks served - how strong the proof of the alcohol is?
● Who orders the drinks - was the drink ordered by the guest himself?
● Who consumes the drinks - how strong or weak a guest’s tolerance to school is?
● How fast the drinks are consumed - is the guest binge drinking?
● Type of food that goes with the drink - is the guest eating while drinking?
● People showing signs of intoxication - are the people with the guest already drunk?
● If drinking games are conducted - drinking game increases the consumption of alcohol
186X
- Who in the group can assist the staff in handling the intoxicated guests - someone who
is sober enough to assist the intoxicated
Applying Appropriate Procedure

Offering assistance to an intoxicated guest requires an important skill. One must know
how to approach a guest and when to refer a difficult situation.
After a guest is determined as intoxicated, assistance should be offered whenever

necessary and as part of the establishment’s house rules and local laws.
An intoxicated guest does not automatically merit being asked to leave the establishment.
There are other ways of handling an intoxicated guest without asking the person to leave,
depending on the level of intoxication.
No matter how drunk a person is, handling the intoxicated guest must be done in a
professional and discreet way. The reputation of the establishment might be put on the
line if intoxicated guests are disrespected, likewise, improper handling of intoxicated guest
may affect his image to the public/
Take note that assistance must be done with consent and one should never try to help a
guest who is clearly refusing to receive any.
Types of Assistance
There are a number of different ways of assisting an intoxicated guest. Some of them are:
Communicating with the guest - Talk to the guest. It will help determine the guest’s
state of intoxication. It will also help you identify what assistance is best suited for them.
Promote Non – Alcoholic Drinks - offering an alternative like non - alcoholic drinks
sometimes helps
Slowing Down Service - Try to delay the service of drinks to guests without making it
obvious. This way, the guest will not get frustrated.
Offer Water - Drinking alcohol causes the body to be dehydrated, offer water whenever
necessary
Offer Food - food can be offered by providing a menu
Advise other staff. - Share information with other staff about the estimated quantity of
drinks a guest has consumed or other concerns which may be relevant.
TAKE CARE
T – Tell Early
You should be aware of the early signs of intoxication to help provide assistance to guests
that will enable them to still enjoy their experience.
A- Avoid Put-Downs
187X
Avoid putting down the guest, instead of directly refusing to serve alcohol to the guest, try
to delay your service but not too much as it may irritate the guest. If this does not work,
think of alibis, (white lies) that would prevent the guest from possibly becoming a problem.
Just always remember to be respectful in your approach when communicating with the
guests. Never tell the guest as to his condition.
K-Keep calm
There will be instances that an intoxicated guest will talk to you in a rude manner.
Remember not to take it personally. Try to use a calm and controlled voice. Using loud or
threatening words or tones will only escalate the problem.
E- Ever Courteous
You must respect the guest and be professional and polite. Don’t be confrontational and
demeaning about the person. Always address the guest with Sir or his family name like
Mr. Cruz.
C-Clarify Refusal
You need to explain to the guest the reason he or she is refused a beverage / entry into
the premises or the right to remain on the premises.
Always be practical with your explanations and stick to the facts. Avoid getting emotional
or personal about the intoxicated guest.
A-Alternatives
You must be able to provide and explain a range of alternatives including switching to
non-alcoholic drinks or eating a meal, which will help the guest improve his/her
condition.
R- Report
Make sure that you notify other people of what is happening. For legal reasons, you may
be required to keep a record of events as they happen and the approach taken.
E – Echo
If the guest is with company, you can notify a friend of the guest and explain why certain
actions are taking place.
If the guest is a regular guest, you can explain your actions and the reasons behind it at
an appropriate time.
Refer Difficult Situations to Appropriate Person

The health and safety of the staff, other guests, and the intoxicated guest themselves is
the primary objective when handling instances involving intoxication.
188X
As a staff, if you feel you cannot handle the situation, it is important to refer immediately
to the appropriate person within or outside of the establishment.
When to Refer a Situation?
Ideally, minor incidents should be handled by the staff themselves while major incidents
should be referred to the immediate supervisor. The key is knowing the difference between
a minor and a major incident.
Here is an example of how to determine if an incident involving intoxication is a minor or a
major incident. Please take note that this may not be applicable to all establishments and
is only a simple example illustrating a decision making process. Always check the
organization’s in-house policies on how to refer difficult situations
Self Check 6.2

TRUE OR FALSE
_______1. Major incidents should be referred to the immediate supervisor

_______2. Make sure that you notify other people of what is happening.
_______3. No matter how drunk a person is, handling the intoxicated guest must be done
in a professional and discreet way.
_______4. refusing to serve alcohol to the guest when you see sign of intoxication.
_______5. Offer water to keep the guest hydrated.
189X
COMPLIANCE WITH LEGISLATION
Deal with Underage Drinkers

In this lesson, we will tackle the reasons why there are drinking restrictions in most
countries and briefly discuss the Philippines’ underage drinking law.
Although there are existing laws to prevent underage drinking, it is almost certain that
there will be minors who will attempt to buy and drink alcohol, thus, tips on how to
prevent minors from drinking are also discussed in this lesson.
Reasons for Having Designated Drinking Age
190X
Every country has a designated age restriction in which people are allowed to legally drink
alcohol. Some of the reasons for this ban are:
 They may not be mature enough to handle themselves when drunk

 Human brains are not yet fully developed until the age of 24 for males and 22 years
old for females. The effects of alcohol impact on the development of the
brain
 Their internal organs aren’t fully developed yet, therefore the effects of alcohol are
greater.
 They are more likely to do binge drinking, which is a major health risk.
 They are most likely to become dependent on alcohol and become heavy drinkers
later in life.

SECTION 4. Prohibited Acts – The following acts are prohibited:

 1. The purchase of alcohol by minors from vendors or other sources
 2. Purchasing or obtaining alcohol for minors.
 3. Misrepresentation of one’s age by presenting false identification or otherwise
represent themselves as being of legal purchase age.
 4. Allowing the consumption or possession of any alcoholic beverages by a person
under 18 years of age on an establishment’s premises, no
matter who purchased the alcoholic beverages or where they were purchased.
 5. Selling, giving, or otherwise providing alcohol to minors by an establishment
which is licensed to sell alcoholic beverages, or for any employee
of that licensee, to sell or furnish any alcoholic beverages at any time to a person
under 18 years of age.

 Understanding Conditions of Law
 Each country has its own laws regarding the legal drinking age. Please refer to local
laws when handling possible underage drinkers. For the Philippines, the legal
drinking age is eighteen (18).

 For this lesson, we will briefly discuss the highlights of the law covering the legal
drinking age of the Philippines. The following is Section 4. Prohibited Acts taken
from S.B No. 2636 otherwise known as the “Anti-Underage Drinking Act.”
 Strategies to prevent underage drinking
Check before serving the alcohol

 It is a good practice to check the age of the guest before serving alcohol.

 Requesting Identification

 If there is doubt over the age of a guest trying to order alcoholic drinks, the staff
may require the guest to provide an Identification Card. The ID must show the date
of birth of the guest. These are usually valid government IDs
 Checking of Identification
Tips:
 - Check the ID in a well-lit area
 - Do not rush in checking the ID
191X
 - Look for signs of tampering (modification of pages, photos, dates)
 - If still not convinced with one ID ask for another one and then compare
 - Take the ID and ask the guest for his details
Fake Identification Documents that look authentic can easily be produced. An

establishment would still be legally liable for considering a minor’s fake ID. It is the
establishment’s responsibility to make sure the ID presented is authentic.
The staff must be observant for possible purchases of alcoholic drinks for minors, the
attention must be called for.
192X

SY 2020-2021 Housekeeping NC II Module Overview

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

SY 2020-2021 Housekeeping NC II Module Overview

Uploaded by

Copyright:

Available Formats

SY 2020-2021

CHAPTER II LO2 Clean And Prepare Rooms For Incoming Guests

CHAPTER III LO3- Provide Valet/Butler Service

CHAPTER IV LO4- Providing Laundry Services To Guests

CHAPTER V LO5- Clean Public Areas, Facilities And Equipment

CHAPTER VI LO6- Deal With/Handle Intoxicated Guests

Housekeeping job in commercial establishments is more complex to manage as

SCOPE OF HOUSEKEEPING MAINTENANCE

Maintenance of Public Areas

Maintenance of Linen / Laundry Service

INFORMATION SHEET 1.1

Sub urban Hotels – usually smaller than hotels in the city

Airport Hotels -hotels that were specifically built with air

Convention Hotels – hotels that are able to accommodate a

Commercial Hotels – usually located in downtown area and

Resort Hotels- hotels located in tourist attraction like

Casino Hotels- hotels that have a casino

All-Suite Hotels – rooms are larger than normal hotel rooms

Historic Conversion Hotels – Properties with historic

Apartments Hotels – established design for long term use.

Hostels – the cheapest among land based accommodation

Villas or Chalets – like bread and breakfast inn, these are

Star Rating of Hotels

Public Area Laundry Valet Service Admin

guest room Public Area Laundry

DISTRIBUTION OF HOUSEKEEPING RESPONSIBILITIES

- Responsible for maintaining a smooth and efficient flow of operations in the

Public Area Attendant

SELF CHECK 1.1.1

INFORMATION SHEET 1.2

Lost and Found

As stated before, handling of other department’s requests must be done in a timely

Handling Guest Requests Promptly

SELF CHECK 1.2

Answer the following questions.

Poor views from the balcony

INFORMATION SHEET 1.3

Watch this video link https://youtu.be/nAVHv6hWEv0

Confirming and Noting Details of Complaints

Watch this link https://youtu.be/po_J8jHbTs0

A previous promise to deliver something is not fulfilled – a promise to replace a broken

Keys to Making Apologies

PERFORMANCE TASK 1.2.1

Locate and deliver required items to guest room

Set up equipment in guest rooms

Advise Guests on Services and items Available through the Housekeeping

 Rollaway or extra bed – usually stored in the housekeeping department, this bed is

Advise guests on the use of items delivered to guest room, if required

Instructional sheets in different languages

 The maker or model is not the same they use at home

Keys to Providing a Demonstration

 Technologically advanced items – computers, data projectors, internet access

Watch video link https://youtu.be/qgyaYVK1zsY

Report malfunctions as required

If possible, a replacement item must be sent to the room immediately so as to

How to Report Problems

Traditional ways of reporting these are:

Advise management of dangerous or suspicious circumstances

Accommodation establishment may sometimes be the place where guests conduct

How this topic is handled varies from establishment to establishment.

Appropriate action may be detailed in the standard Emergency Procedures of your

Advise the supervisor, Head housekeeper or Executive housekeeper