HOUSEKEEPING NCII

Six Core Competencies

1. Provide housekeeping service to guest

2. Clean & prepare room for guest
3. Provide valet service
4. Laundry linen and guest clothes
5. Cleaning public areas facilities & equipment
6. Deal with/handle intoxicated guest

PROVIDE VALET/BUTLER SERVICE

ROOMING GUEST (BUTLER/VALET SERVICE)

Butler: Good morning, Ma’am/Sir welcome to Carolyna Hotel I’m ____________

your butler for today.
Guest: Good morning too
Butler: may I ask how many luggage do you have.
Guest: I have one luggage
Butler: can I carry your luggage Ma’am/Sir.
Guest: sure.
Butler: is there any breakable item inside your luggage?
Guest: none.
Butler: this way to the front office for your registration, kindly fill out this
form.
Guest: (fills out the registration form)
Butler: Are you done?
Guest: yes
Butler: Here is your keycard.
Butler: Alright ma’am/Sir this way to your deluxe room. It’s my pleasure to
serve you Ma’am/Sir. Can I take you sometime to introduce features of
Carolyna Hotel?
We have here a nurture salon, spa, pool, shopping center and fitness gym
located at fifth floor. On that way will be the nearest fire exit.
Butler: This is your deluxe room Ma’am/Sir, can I have your key card please!
Guest: (the guest will give the key card)
Butler: (open the room using the keycard and give the key card back) …
welcome to your deluxe room Ma’am/Sir you may come in first and I’ll just
follow after you.
Butler: excuse me Ma’am/Sir would you like to close the door or leave it open?
Guest: close the door
Butler: alright Ma’am/Sir this your spacious bedroom with queen size bed and
high-grade premium pillow topped mattress. For other bedroom amenities, we
have cordless telephone with high-speed internet access, mini fridge, safety
deposit locker and high-definition flat screen television. This is your air
condition with remote control. Is the temperature amenable to you? Or I will
reset in to a cooler temperature?
Guest: It’s fine.
Butler: How about your lamp shade, brighter or dim?
Guest: Dim
Butler: (show the guest the bathroom) This way to your bathroom, it has a
Jacuzzi tub, bathroom telephone, television speaker and complete bathroom
amenities.
Butler: (show the view outside the window) I will show you something
Ma’am/Sir. Outside your window you will see the beautiful scenery of Mayon
Volcano/Bulkan Mayon renowned as perfect cone shape, surely it will brighten
up your day.
Butler: is the room alright for you Ma’am/Sir?
Guest: yes! This is fabulous
Butler: excuse me Ma’am/Sir would you like me to unpack your luggage?
Guest: yes, please!
Butler: excuse me Ma’am/Sir how would like your clothes be arranged?
According to color or according to the size? How will you keep your dress hang
it or fold it? What about your jewelry and your accessories? Do you want me to
put in the vanity mirror or inside your drawer? How about your shoes? Do you
want me to polish first before putting inside the shoe rack? (The guest will
answer in every question asked by the butler)
Is there anything else I can do for you Ma’am/Sir?
Guest: none
Butler: excuse me Ma’am/Sir I’ll be back to prepare your breakfast. If you have
any request, please dial 0 for front desk. Please enjoy your stay here. Excuse
me.

BREAKFAST
Butler: knock (2x)
Good morning, Ma’am/Sir I’m ____________ from housekeeping department. I’m
here to deliver your breakfast, may I come in?
Guest: sure! Please come in
Butler: excuse me Ma’am/Sir would you like to close the door or leave it open?
Guest: close the door please!
Butler: this is your American breakfast, shall I set your breakfast in the table
or leave it in the trolley?
Guest: please set it on the table
Butler: excuse me Ma’am/Sir your breakfast is set it.
It consists of pineapple juice, Danish bread and freshly brewed coffee. You may
start with your freshly brewed coffee?
Guest: yes, sure!
Butler: please enjoy your breakfast I’ll be back for your appointment.
Butler: excuse Ma’am/Sir while you are eating your breakfast, may I remind
you of your appointment for today.
At 8:00 am you will be meeting the president of Harvard University at the
Oriental Hotel Albay.
At 12:00 noon, luncheon meeting with governor Bichara at Ninongs Hotel.
At 7:00 pm in the evening suburo car will be waiting at the lobby going to your
dinner date at Misibis Hotel. That’s all your schedule for today.
Excuse me I’ll be back for your wardrobe

For the women:

Excuse me Ma’am, for your first meeting you will be wearing white gown and
white silver stiletto
For your second meeting you will be wearing blue dress and blue sandals
For your dinner date you will be wearing red gown and red stiletto
For the men:
Excuse me Sir, for your first meeting you will be wearing polo shirt, black
pants and black shoes
For your second meeting you will be wearing long sleeve, khaki pants and
leather shoes
For your dinner date you will be wearing coat with necktie, black pants and
black shoes

Butler: after your breakfast you may take a shower on your Jacuzzi tub to
freshen up and relax your body.
Is there anything that you need?
Guest: none
Butler: if you need further assistance don’t hesitate to call me. excuse me
Ma’am/Sir.
Guest: thank you!
Butler: (knock 3x) Room service, I am here to collect your soiled dishes, may I
come in?
Guest: Yes.
Butler: (collect the soiled dishes) Excuse me ma’am/sir.

CHECK OUT SERVICE

Butler: (knock 3x) Room service may I come in?
Guest: Yes
Butler: Ma’am/Sir, I am here to assist you in your check out. (Packs the
luggage then assists outside the room)
Butler: Thank you for staying in our hotel, looking forward for your next visit.
Thank you and have a safe trip.

CLEAN AND PREPARE ROOMS FOR INCOMING GUEST

Steps in Setting Up a Room Boy’s Trolley

A. Preparation
1. Get all items ready according to the number of guests.
2. Check the overall condition of the trolley from the top to bottom
including clean trolley, wipes all areas using wiping cloth designated
for wiping the trolley.
B. Procedure
First Layer- Bedroom and bathroom amenities.
Second Layer- Bath towels, blanket, bed sheets, and pillow cases.
Third Layer- Cleaning chemicals such as all-purpose cleaner,
disinfectant, insecticides, glass cleaner, metal polish shoe polish, and
toilet bowl cleaner.

In front of the trolley

 Is the linen canvas where the soiled linen and towels are placed?
Back of the trolley

 Is the cleaning materials and equipment such as duster all kinds of brush
brooms, vacuum cleaner and garbage bag?
 C. Inspection
1. Inspect to ensure that the trolley is properly stocked arranged and
clean.
2. Check if the linen bag and trash bag are empty and clean.

Room Attendant
ROOM MAKE UP PROCEDURE
1. Place the cart in front of the room and knock.
2. Empty all trashcans/waste baskets.
3. Wash, wipe and dry drinking glasses, and refill thermos jug.
4. Replenish soiled linens.
5. Make up the bed.
6. Dust furniture, fixtures. Polish the mirror.
7. Clean/Vacuum the floor.
8. Replenish others guest room supplies.
9. Make up the bathroom.
a Remove all soiled towels and hand towels.
b Start cleaning the tiles, shower down to the bathtub.
c Clean & sanitize the toilet bowl.
d Scrub the faucet, lavatory sink, stopper, floor tiles and shower
curtains.
e Clean the bathroom walls.
f Clean the mirror.
g Wash the drinking glasses.
h Clean the shelves and cabinet.
i Polish all chrome fixtures.
j Clean the lavatory stopper then rinse it with water.
k Rinse the lavatory sink.
l Dry & polish the faucet & lavatory sink.
m Install the faucet knob.
10. Check the overall condition of the room.

LAUNDRY LINEN AND GUESTS CLOTHES

PHONE CALL

Attendant: Good morning, I am ________________ from laundry department. Do

you have any laundry items?
Guest: Yes, I have.
Attendant: May I know your name and room number please
Guest: I am _____________ from room number 143.
Attendant: what laundry items do you have ma’am/sir?
Guest: I have one long sleeve and 1 black pants.
Attendant: Your laundry items costs 500 pesos. How would you like to settle
your payment, is in in cash, card or bill charge?
Guest: Cash
Attendant: Will you pay an exact amount or shall I bring a change.
Guest: I will pay an exact amount.
Attendant: Your laundry items will be picked up at 1 pm. Thank you and have
a nice day!

IRONING LONG SLEEVES

1. Turn the shirt inside and out.

2. Flatten the collar on the ironing board.
3. Iron the backside of the collar.
4. Iron the front side of the collar.
5. Lay the sleeve in the board and iron the sleeve.
6. Insert the shirt to the iron board.
7. Iron the shirt from the top to bottom.
8. Turn the shirt to its right side and hang.

IRONING THE PANTS

1. Iron the pockets

Turn pants inside out. Iron pockets first, laying them flat against
the board.
2. Iron fly, seams, and hems
Iron the fly area of the pants, then the seams and hem of the first
leg. Go back and forth for a nice, flat finish. Repeat on opposite leg,
then turn the pants right-side out.
3. Iron the waistband
Slip the waistband around the board’s narrow end, with the fly
facing the floor. Iron waistband, rotating pants around the board as
you go.

Tip: Iron lightly over the pockets to avoid creating creases with their
outline.
4. Iron the legs
Fold the pants lengthwise to line up the legs, then lay pants on the
board. Flip one leg up to iron the inside of the bottom leg, working
in sections all the way to the crotch. Then flip pants over to iron the
outside of that leg. Repeat this step on the other pant leg.

Tip: To avoid a side crease, iron just out to (but not directly over)
the edge of each leg.
5. Set creases with steam
To create a front crease on your pant legs, align inseams and lay
pants on board. Iron directly over the edges of the legs or give pants
 a burst of steam along the edge while holding the iron a few inches
above the fabric.

Tip: Hang pants right away—and don’t forget to unplug your iron.

Laundry Valet Service

You: knock 2x
Good morning, Ma’am/Sir. I am ______________? from laundry department, I’m
here to deliver your laundry items. May I come in?
Guest: yes
You: ma’am/sir your laundry items consist of one long sleeve and one black
pants, costing 500 pesos. Where would you like me to put your items? On top
of the bed or inside your cabinet.?
Guest: Inside the cabinet please.
You: excuse me ma’am/sir, can you sign this laundry form?
Is there anything else that you need ma’am/sir?
Guest: none
You: if you need further assistance don’t hesitate to call the laundry
department. Have a nice day!