Office Asean Housekeeping Training Materials

WELCOME
AGC
Qualification Training l Gabucan,
ASEAN Housekeeping NC ll
to
HOUSEKEEPING qualification TRAINING
AVE GLADYS CASIŇO GABUCAN
ASEAN National Master Trainer &
Regional Lead Assessor for
Tourism Professionals 1
TRAINING GUIDE
Qualification Title : Housekeeping National Certification II
Description : The HOUSEKEEPING NC II Qualification

consists of competencies that a person must achieve, such as, to :
1. Provide Housekeeping Services to Guests
AGC
2. Clean and Prepare Rooms for Incoming Guests
3. Provide Valet/Butler Service
4. Launder Linens and Guest Clothes
5. Clean Public Areas, Facilities and Equipment
6. Deal with/Handle Intoxicated Guest, to a range of accommodation
services.
2
BASIC COMPETENCY
1. Participate in Workplace Communication
2. Work in Team Environment
3. Practice Career Professionalism
AGC
4. Practice Occupational Health and Safety Procedures
3
COMMON COMPETENCY
1. Develop and Update Industry Knowledge
2. Observe Workplace Hygiene Procedures
3. Perform Computer Operations
AGC
4. Perform Workplace and Safety Practices
5. Provide Effective Customer Service
4
CORE COMPETENCY
TESDA ASEAN
Provide Housekeeping Services Provide Housekeeping Services
to Guests to Guests
Prepare and Clean Rooms for
AGC
Prepare Rooms for Guests Incoming Guests
Provide Valet/Butler Services
Clean Premises Launder Linens and Guests
Clothes
Provide Valet/Butler Service Clean Public Areas, Facilities and
Equipment
Deal with/Handle Intoxicated
Launder Linens and Guests Guests
Clothes 5
Housekeeping - is a systematic way of removing dust, dirt and
any foreign matter for the required standard and aesthetic
value.
Guest- is an individual who is officially registered in the hotel

and has a room assignment.
MUR – Make-up Room
AGC
DND – Do not Disturb
DL – Double Lock
6
HOUSEKEEPING LANGUAGE
VD – Vacant Dirty
OOO – Out of Order
OCC – Occupied
AGC
Rug- Floor Mat
Rag- Piece of cloth use for wiping
7
Mezzanine – typically the level
between the ground and
first floors
Connecting Rooms – 2 rooms

adjacent to each other with
a door in between
AGC
Suite - the most expensive hotel room almost complete with
amenities and facilities
OPL- On Premise Laundry
OSL – Off Site Laundry 8

Mini-bar - is a small fridge in a
hotel room that is stocked with
assorted refreshment items.
Key Card – is a programmable

plastic card that is used to open door
instead of a door key.
AGC
Valet – Sometimes called as Butler, is an individual who
provides a personalised and specialised service to guests during
their stay in the hotel.
VIP – Very Important Person

Pax - Person, passenger, guest…. 9
Dust - refers to loose particles that
settle on a surface on a certain
time.
Dirt – is a dust which by means

of moisture and temperature
AGC
would become a substance
that would not easily be
removed.
Lint- Dusty dirt on clothes
PPE – Personal Protective Equipment

10
Servicing a Room-Is performed for checked-out rooms where
general room cleaning and changing of linens are done.
 Making-up Room-Is performed while the guests are still in the

hotel premises, like, gym, pool, restaurant or spa.
AGC
-Beds are made-up first using the same linens, unless it is
necessary to change.
-Guests’ clothes are fixed and the usual cleaning is done.
11
PROVIDE HOUSEKEEPING
SERVICES TO GUESTS
ASEAN Housekeeping NC ll Qualification 12

Training l Gabucan, AGC
13
AGC
PROVIDE HOUSEKEEPING SERVICES TO GUESTS
How to advise on room?
1. Use appropriate words in advising guest for the correct

usage of equipment.
2. Report promptly malfunctioned equipment.
3. Deliver guest request in full details.
4. Demonstrate the pick-up of guest collected
items within agreed timeframe.
5. Perform guest handling according to
prescribed procedure.
ASEAN Housekeeping NC ll Qualification

Training l Gabucan, AGC 14
Handling Guests’ Requests
1. Perform guest request in accordance to the timeframe

agreed.
2. Demonstrate how to say appropriate apologies.
3. Deliver the conversation in addressing guest
appropriately.
4. Attend to guest request according
to prescribed standards.
5. Handle appropriately the procedure
in delivering guest request.

Handling Guests’ Requests/ Items to be sent to the rooms
1. Make-up Room/change linens/additional linens
2. Additional Equipment(not normal in room set

up)/replacement of items when damaged: iron, hair dryer…
3. Flight Bookings
4. Introduce/present other hotel
services to guest
D1.HHK.CL3.01
Provide Housekeeping Services to Guests
ASEAN 2012
Handling Guests’ Requests/ Item to be sent to the rooms
5. Request for Replenishment of supplies/request for extra-

coffee, hangers, pillows, blankets, bathroom supplies,
compendium items
6. Power Conversion Board
7. Ice Bucket with ice
D1.HHK.CL3.01
ASEAN 2012 ASEAN Housekeeping NC ll Qualification
Handling Guests’ Requests/ Noting details on what are needed
1. Guest Name
2. Room Number
3. Specifics of the request(type of
item/service required
4. Time of delivery to the room
as agreed
D1.HHK.CL3.01
Liaise with other Staff and Departments to Provide Support
Services
1. Teamwork (to provide items: technologically and mechanically
advanced/ to provide detailed description of service, like
information of events or activities in the local area)
2. Security and Safety
3. Responsibility (make sure that request is fulfilled)
4. Action is the key to responding to a request (it’s not my job
attitude)
5. Report malfunction
D1.HHK.CL3.01
Provide Housekeeping Services to Guests ASEAN Housekeeping NC ll Qualification
ASEAN 2012
Liaise with other Staff and Department to Provide Support
Services
 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 and services.
D1.HHK.CL3.01
How to provide Effective Customer Service ?
1. Make good personal presentation

2. Use appropriately the verbal and non-verbal communication
3. Demonstrate sensitivity to social and
cultural differences
4. Greet guest according to enterprise
standards
5. Always smile
D1.HHK.CL3.01
How to provide Effective Customer Service ?
6. Maintain rapport
7. Address promptly the guests needs
8. Provide guests with the necessary
information(property, local area,
customs, attractions, transport…)
9. Observe politeness and respect to
every dealing with guests
10. Handle complaints professionally
D1.HHK.CL3.01
ASEAN 2012 Training l Gabucan, AGC 22
Handling Guests’ Requests/ Servicing a Room
1. Rectification Cleaning
2. Clean-up after an in-room party

3. Special room service where they
have spilled something on the floor
D1.HHK.CL3.01
ASEAN 2012
Handling Guests’ Requests/ Repairs
1. Repair or removal of broken

equipment (lights, TV, DVD Player..)
2. Instructions to enable them to
operate equipment (room
cards, heating & cooling control,
in-room safe)
D1.HHK.CL3.01
ASEAN 2012
Handling Guests’ Requests/ Lost and Found
Common Practise as set by the enterprise

1. Secure the item/s
2. Accomplish Lost & Found Form
indicating in detail the description
of the items
3. Turn-over the lost and found items
to the appropriate staff/section
4. Provide copies of the Lost
& Found Form to the appropriate section or staff
D1.HHK.CL3.01
Provide Housekeeping Services to Guests ASEAN Housekeeping NC ll Qualification
ASEAN 2012
Handling Guests’ Complaints
1. Be apologetic and stay calm (don’t blame anyone else)
2. Focus on the issue, do not take it personally
3. Acknowledge guest of bringing the matter to your attention
4. Listen carefully and follow through
5. Promise to take action
6. Bring the matter to the department concerned
7. Record the incident related to complaints
8. Make follow-up
9. Give feedback (advise supervisor)
D1.HHK.CL3.01
Handling Guests’ Complaints/Common Complaints
1. Poor views
2. Noisy guests in the next doors
3. Noisy elevator
4. Lack of facilities inside the room
5. Quality of service/facilities that is below guest’s expectations
6. Not able to deliver as advertised
7. Delayed service (fail to deliver as promised/as
expected/meet enterprise service standards)
D1.HHK.CL3.01
ASEAN 2012
CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS
Select and Prepare Cleaning Equipment, Tools and Supplies
Required for Servicing a Room
 Room Supplies
 Maid’s Caddy and Toilet Caddy
 Housekeeper Trolley
 Garbage Bag
 Assorted Wiping Cloth (at least 3- wall,
furniture and surface)
 Room Deodorizer
 Bucket
 Squeegee
 Cleaning Brush
 Air Freshener
 Toilet Disinfectant
 Toilet Deodorizer
 Furniture Polisher
 Leather Cleaner
 Glass Cleaner
 All-purpose Cleaner
 Insecticide
http://www.google.com.ph
 Carpet Sweeper
 Dust Pan
 Broom
 Polisher with complete accessories
 Vacuum Cleaner(dry and wet)
 Rag

Green Cleaning Agents
 Baking Soda(cleans, deodorizes)

 Calamansi/Lemon(removes bacteria)
 Vinegar (removes mildew, moulds, odour, coffee or tea stain
and wax build-up; cuts grease)
 Corn Starch(cleans window, carpet, rugs; polishes furniture)
 Borax/Sodium Borate(cleans, deodorizes, disinfects, softens
dirt, cleans wallpaper, cleans painted walls and floors)
 Dishwashing Soap(cleans all)
Cleaning Brands
 Winrox
 Chlorox
 Tuff
 Pledge
 Albatross
 Glade
 Scott Brite
 Baygon
Daily Activities- Prepare for Work
 Collect Master Keys

 Collect Daily Room Allocation Sheets
 Stock Housekeeping Trolley
 Stock and store supplies
 Determine the order of cleaning of rooms
 Identify any special requests
D1.HHK.CL3.03
Clean and Prepare Rooms for Incoming Guests
Daily Activities-Maintain Storage Areas & Trolley
 Return trolley to storage room

 Remove used and soiled linen from housekeeping cart
 Dispatch soiled linens to the laundry
 Replenish linens and guest amenities to normal stock levels
on trolleys
 Handle lost and found property
 Clean cleaning equipment, including
mops and vacuum cleaners
 Remove rubbish
 Clean storage room floor
Daily Activities-Close Shift
 Return work allocation sheets

 Complete reports and other documentation
 Return keys
D1.HHK.CL3.03
In-house Policies and Procedures
 Zero tolerance of theft.

 Guest room doors must be open whilst cleaning is in progress
 Protective clothes to be worn when cleaning
 Guest information is confidential
 Wearing of uniform and nametag whilst at work
 Punctuality
D1.HHK.CL3.03
ASEAN 2012
• Work silently as possible

• Be relaxed by the way you speak and never shout during
conversation
• Be courteous to guests and associates
• Stay only in your assigned station
• Leave personal problems at home
• Keep tract of the inventory closely for control, know what to
request periodically
• Repairs and replacements are in accordance with the
standard operating procedures of the enterprise
• Keep your area spic and span

• Report and document all losses, breakages and damages for
appropriate action
• Report any unusual movements or suspicious looking person
to your supervisor
• Notify supervisor if guest is ill, drunk or noisy
• Use logbook to record and for endorsement
• Always use PPE in doing the tasks

• Always anticipate guest’s needs

• Do not keep property not belonging to you personally
• Hotel facilities are destined for the guests use only
• No private dealings with guests
• No favouritism
• Do not argue with guests
• Closely observe the roster
• Notify the supervisor if you can not
report to work or be late
• Use of equipment must be in accordance with the

manufacturer’s standards
• Refrain from gossiping and rumour mongering
• No personal calls; mobile phones are not allowed while on
duty
• No loitering
• No meeting of friends, family or relatives
inside the hotel while on duty; it is strictly
prohibited
Who creates the policies and procedures?
 Housekeeping Department – for specific use in specific

location
 Head Office – for use throughout

the chain of properties
 Manufacturer – to identify the correct methods for use and

maintenance of products (Manufacturer’s Manual).
D1.HHK.CL3.01
How to load the Housekeeper’s Trolley/Cart?
1. Wipe the trolley with dry rag to ensure that is it free from
dust before loading
2. Check the trolley that it is in good working condition
3. Place the amenities on top, which number of pieces is based
on the assigned rooms to clean
4. Place fresh and clean sheets
and towel on the 2nd shelf
5. Place the cleaning tools and supplies
on the bottom portion
Note: Do not forget the
rubbish bag ASEAN Housekeeping NC ll Qualification
How to load the Housekeeper’s Trolley/Cart?
6. Segregate and properly pile-up linens from the towels

7. Organize cleaning chemicals and
detergents according to its
use and place away from the linens
8. Place cleaning equipment at one
side, and the laundry bag on the
other side

What to load on the trolley?
Bath Soap/Hand Soap

Shampoo and Conditioner
Bubble Water
Coffee/Tea/Cream/Sugar
Bottled Water
Facial Tissue
Toilet Roll
Toothpaste/Toothbrush
Towels/Sheets
Cleaning Tools/Supplies ASEAN Housekeeping NC ll Qualification
How to position the Housekeeper’s Trolley/Cart when servicing
a room?
The cart must be positioned horizontally against the door
frame, so that:
1. It does not hinder any position of the hallway

2. It gives RA easy access and quick access to
the supplies after clean up
3. It blocks the entrance of intruders
4. It alerts the guest of the RA’s presence
should they come back to their rooms
5. It alerts the supervisor as to the locationASEAN
of the RA
Housekeeping NC ll Qualification
How to access room?
1. Identify the items needed in servicing the room.

2. Check on the MUR/DND sign
3. Rooms must be accessed according to the enterprise’s guest
service and security procedures
4. Knock on the door or press door
bell button and announce
“housekeeping” at least 2 times
D1.HHK.CL3.03
How to access room?
5. Greet the guest by name

6. Apologize, if applicable
7. Say your purpose
8.Thank the guest for the
permission to do so
9. Keep your eyes and ears
to yourself
D1.HHK.CL3.03
How to access room?
10. Do your purpose

11. Thank the guest again
12. Leave the room
13. Accomplish the Room Attendant’s
Report.
D1.HHK.CL3.01
ASEAN 2012
How to service a room?
o Enter and Prepare the Room
o Strip and Make Bed
o Clear and Clean Bathroom
o Replenish all Bathroom Supplies
o Dust and Polish
D1.HHK.CL3.01
How to service a room?
o Replenish Guest Supplies
o Vacuum
o Deodorize
o Do Final Check
o Report
D1.HHK.CL3.01
Daily Activities- Enter Room
 Knock on door in compliance with policy

 Open door
 Place trolley in door path.
D1.HHK.CL3.03
ASEAN 2012
Daily Activities- Clean Room
 Open curtains and windows for ventilation

 Remove used guest amenities and rubbish
 Clean showers, tubs, sinks and bathroom items
 Change linens and make bed
 Check for damaged linens/items
 Inspect rooms for safety hazards and for the operating
condition of equipment and report defects to the
maintenance department
D1.HHK.CL3.03
ASEAN 2012

 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.
D1.HHK.CL3.03
 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
D1.HHK.CL3.03
How to make bed using 5 sheets?
1. Pull the bed away from the headboard

2. Check the bed pad for any stain and damage
3. Spread the 1st sheet and mitre (all corners)
4. Spread the 2nd sheet(wrong side-up on the edge of the
bed)
5. Spread the woollen blanket between 9-18” from the edge of
the bed

How to make bed using 5 sheets?
6. Spread the 3rd sheet at the same level of the blanket

7. Mitre the 3 linens all together
8. Insert the pillow into the pillow slip
9. The opening side is inserted into
the pillow case
10. Complete with the bed runner

How to make bed using duvet?
1. Pull the bed away from the headboard

2. Check the bed pad for any stain and
damage
3. Spread the 1st sheet and mitre(all corners)
4. Spread duvet jacket on the bed
5. Spread the duvet filler on top and apply the technique

How to make bed using duvet?
6. Fold the upper part and mitre

7. Insert the pillow into the pillow slip
8. The opening side is inserted into the pillow case
9. Complete with the bed runner

How to do Turn-down Service?
1. Empty rubbish bin

2. Wash used glassware
3. Clean the toilet
4. Replenish amenities
5. Make the bed for turn-down service
6. Close window and drapes

How to do Turn-down Service?
7. Check the room temperature

8. Dim the light
9. Spray room deodorizer
10. Take a last look for final evaluation

How to strip the bed?
1. Strip the linens one by one
2. Show the technique in folding the linens
3. Place the pillows on the chair to air
4. Never drop the linens onto the floor
5. Check the bed pad against blood stain
6. Segregate the stained linens in a plastic and mark “with

blood stain”
Set-up Equipment in Guest Rooms
1. Set-up equipment according to guest’s request; TV, DVD

Player, Tables & Chairs, Internet Connection, Bed, Data
Projector..)
2. Do not make them feel stupid by
asking how to use the equipment
3. Show to them how to use it, make sure
they understood and can operate it on
their own before leaving
4. Phone them to check if everything works well
5. Remove requested item out from the room according to the
enterprise standards

TASK : TELEPHONE CONVERSATION
RA : Good morning! Housekeeping Dept. This is Ave

on the line how may I help you?
G : Good morning Ave. I’m wondering if it’s possible to
lend an extension wire for my laptop?
RA : Yes Ma’am, we’ll be happy to provide you with one.
However, we’ll charge you for the use of the
item Ma’am. Would that be alright with you?
G : Yeah, yeah.. Not a problem.
RA : That’s great! How soon do you need the extension
wire Ma’am?
G : I need that shortly.
RA : Straight away Ma’am.
G : So nice, thanks, bye!
RA : No worries Ma’am, have a pleasant day!
Family Room
Bedding Types
Double Double Bedded Room
68
AGC
Dormitory Type
Bedding Types
Triple Bedded Room
69
AGC
Bedding Types
Triple Sharing Dormitory Set-up(Transient Type)
AGC
70
Single Bedded Room
Bedding Types
Twin Bedded Room
71
AGC
Double Bedded Room
Bedding Types
Twin Bedded Room
72
AGC
Family Bedded Room
Bedding Types
King Size Bed
73
AGC
BED SIZES
Single - 36x75 inches
Double - 54x75 inches
AGC
Queen - 60x80 inches
King - 78x80 inches
74
BED PAD/MATRESS PROTECTOR
75
AGC
FITTED SHEET
76
AGC
ROOM FEATURES
Jacuzzi
Luggage Rack
Qualification Training l Gabucan, AGC 77
ROOM FEATURES
Electronic Key Slot/Panel Ironing Board/Iron
ROOM FEATURES
Safety Deposit Box Ironing Board/Iron
ROOM FEATURES
Door Viewer/ Peephole A/C Regulator
ROOM FEATURES
Bath Tub Vanity Counter/Vanity Mirror
ROOM FEATURES
House Rules Floor Plan
ROOM FEATURES- Bathroom Amenities
ROOM FEATURES-Room Supplies( Mini Bar Items)
84
AGC
ROOM FEATURES
DND Sign MUR Sign
ROOM FEATURES
86
AGC
ROOM FEATURES
Vanity Counter/Mirror Menu Card
ROOM FEATURES
Night Table
Mini-bar
ROOM FEATURES
Shoe Basket Bath Robe/Hangers
ROOM FEATURES
Hair Dryer/Blower Slippers
ROOM FEATURES-Room Supplies
Foot Towel Bath Towel
ROOM FEATURES-Room Supplies
Face Towel Hand Towel
ROOM FEATURES
Desk Supplies
ROOM FEATURES-Room Supplies (Mini Bar Items)
ROOM FEATURES
Vanity Counter with Bottle
Night Table
Opener
ROOM FEATURES-Room Supplies(Mini Bar Items)
Shower Room
ROOM FEATUES
TV Stand & Luggage Rack
97
AGC
ROOM FEATURES
Bath Robe Laundry Bag
ROOM FEATURES
Lounging Area
Coffee Table and Dresser
ROOM FEATURES
Drawer & Chair TV Stand and Drawers
ROOM FEATURES-Fire Safety Device
Smoke Detector Water Sprinkler
ROOM FEATURES
Night Table Coffee Table
ROOM FEATURES
Double Lock MUR/DND Sign
ROOM FEATURE
Luggage Rack Vanity Counter
HOW CLEAN AND NICE IS THE ROOM?
1. Bed (fresh and white linens, no bed bugs, no fancy
doodles)
2. Furniture and Fixtures (sturdy, clean and shinny)
3. Floors (shinny, free from sticky dirt and dust)
4. Toilet/Bathroom (clean and dry, with provision of

amenities)
5. Points of Contact : Phone, Door Knobs, Handles,

Remote Control and Switches (clean, sanitized, free
from sticky dirt, soap scum, toothpaste and grease)
PROVIDE VALET/BUTLER
SERVICE

PROVIDE VALET/BUTLER SERVICE
What is a valet?
Is an individual who is sometimes called butler who :
 attends to guest needs and special requests.
 provides specialized service to guests.
 provides high level of service with class and style which
is not commonly practiced in
most establishments.
 Roles of the valet greatly depend on

guests’ needs
D1.HHK.CL3.06,pps 13-14
Provide Valet Service ASEAN Housekeeping NC ll Qualification
ASEAN 2012
VALET/BUTLER SERVICE
Functions of the Valet
Valet disposes combination of roles to providing
personalized and individualized services, like those of the
following :
 Housekeeper
 Confidant
 Guide
 Concierge
 Organizer
 Supervisor (in-house staff and outside workers)
 Guest Relations Officer
Establish Good Relations with Guests
 Be mindful of the guest history, such as, their likes,
preferences and what they love doing, or simply ask
how they going?
 Review/access guest’s record to provide quality valet

service(room location preference)
D1.HHK.CL3.06,pps 13-14
Provide Valet Service
ASEAN 2012

Packaging of the Valet
 Visual ( grooming and hygiene)
 Effective Communication Skill
 Personal Characteristics(attention to
details, dedicated, politeness,
punctual, tactful, sense of initiative, good-mannered,
sense of etiquette, civil, sense of diplomacy and honest)
D1.HHK.CL3.06,pps 13-14
ASEAN 2012

Professional Valet Standards
1. Apply grooming and hygiene.

2. Use English in handling guest’s request.
3. Follow the communication procedure in accordance to
the standards.
4. Establish the feeling of goodwill between guest and
establishment under good communication.
5. Access guest by providing personalized
and quality valet service.
D1.HHK.CL3.06
Care for Guests and Properties
1. Unpack and pack guest’s items neatly

according to establishment’s standards
or guest’s instructions.
2. Prepare and present guest’s clothes appropriately ready
for use (laundry/pressing); Delivery Slip.
3. Make repairs in accordance to prescribed procedure
(mending, fix button and zipper).
D1.HHK.CL3.06
ASEAN 2012
Care for Guests and Properties
4. Clean shoes correctly; at least 1pair of shoes or 3.

5. Preparing guest’s clothes and footwear
5. Present appropriate guest’s clothes for a meeting.
6. Keeping guest’s confidentiality
7. Handle guest’s valuables for
safekeeping
D1.HHK.CL3.06
ASEAN 2012
BUTLER/VALET SERVICE
Provision of Special Services
and Guest Requests-Shoe Shining

Unpacking and packing of Guest’s Clothes

http://www.google.com.ph/search?q=packing+and+unpacking+of+clothe

BUTLER/VALET
SERVICE
Baby Sitting
http://www.google.com.ph/search?q=baby+sitting

BUTLER AND
VALET SERVICE
Washing, Dry Cleaning and

Ironing

Mending (sewing, patching or darning, fixing button and zipper)
http://www.google.com.ph/search?q=mending+clothes
1. Seek approval from the guest before start fixing

2. Choose the most appropriate thread to be used
3. Clothes must remain clean after fixing

BUTLER/VALET
SERVICE
Valet Parking and Car Washing

PROVIDE VALET/BUTLER SERVICE-Valet
List

LAUNDER LINENS AND
GUESTS’ CLOTHES

AGC
LAUNDER LINENS AND GUEST’S CLOTHES- Dockets
122
D1.HHK.CL3.05
Launder Linens and Guest’s Clothes
ASEAN 2012
Docket No. 3022
Guest Laundry and Dry Cleaning
Qty Poly Room Guest Laundry Dry Press Total
Mark No. Name Clean Only Charges
No.
1.
2.
AGC
3.
4.
5.
White-Accounts Blue-Laundry Yellow-Cashier
Date: _____________________ Completed by:_____________________
(FIGURE 2-SAMPLE SUMMARY SHEET)

123
D1.HHK.CL3.05
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Laundry Return
(FIGURE 3-Sample Advise Form)
Guest Name:____________________ Room No.:____________
Your garments are returned as we have noticed the following
AGC
defects:
___Discoloured ___Double Crease ___Stains ___Cuts/Tears
Please dial Ext.2, should you wish to proceed with laundering.

124
D1.HHK.CL3.05
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LAUNDER LINENS AND GUEST’S CLOTHES- Laundry
Process
Steps :
Preliminary Laundry Activities
1. Collect/Pick-up items to be laundered according
establishment’s standards.
2. Sort items according to cleaning
process
 Laundry Instruction Label
 Colour
a. Colour-fast
b. Non colour-fast
 Degree of Dirt

Process
Steps :
Preliminary Laundry Activities
 Classification
a. Washing Instructions
b. Size of Soiled Items
c.Water Temperature
d. Kind of Fabric
3. Check on pockets
4. Check and assess stains
5. Check for damage, repair with guest’s permission
6. Count items

Process
Steps :
7. Check equipment if it is in good working condition
8. Wipe/clean equipment before loading and operating
Actual Laundry Procedure

9. Select appropriate washing method
10. Select and apply appropriate washing agents and
chemicals according to manufacturer’s instructions
and specific laundry equipment
11. Operate the machine according to manufacturer’s
instruction (measurement of detergent)
12. Rinsing and soaping
Process
Steps :
Post Laundry Activities (clothes)
13. Rinsing and softening
14. Ensure stains have been removed
15. Check the quality of laundry, repeat if necessary
16. Check if there are damages after washing
17. Dry and press
18. Label
19.Accomplish Laundry Forms
20. Deliver laundered items
21. Process billing
22. Process internal records and reports
Process
What to Include in Preparing Laundry Report?
1. Record of the picked-up items from the guests
2. Record of in-house items for laundry
3. Record of sorted items and counts per item
4. Record of items with stains and the treatment done
5. Record of damages due to laundry
6. Record of chemicals and items taken from the storage
7. Record of billing
8. Record of delivery of guest’s clothes
9. Record of delivery of in-house items
D1.HHK.CL3.05
Process
Steps :
Post Laundry Activities (equipment)
23.Turn-off and unplug the machine
24. Return and store all washing materials and chemicals
to storage
25. Dry floor; free from soap and accident causing
items
26. Clean, rinse and wipe dry the
machine and cord
D1.HHK.CL3.05
ASEAN 2012
Process
Steps :
Hand Washing (clothes)
1. Sorting (mend/check garments for stain and damages);
mark/label
2. Pre-washing (flushing)
3. Soaking; stain removing; bleaching
4. Sudsing (washing)
5. Brushing
6. Rinsing
7. Sour and Soft Step
8. Extracting
9. Breaking
10. Drying ASEAN Housekeeping NC ll Qualification
CLEAN PUBLIC AREAS,
FACILITIES AND EQUIPMENT

CLEAN PUBLIC AREAS, FACILITIES AND
EQUIPMENT
PUBLIC AREAS
Public area is a venue in the hotel that is readily available to all

guests’ use, like:
o Shops Swimming Pool

o Public Toilets Play Areas
o Restaurants & Bars Gym
o Lift Parks/ Gardens
o Lobby/ Foyer/Corridor
D1.HHK.CL3.02
Clean Public Areas, Facilities and Equipment
EQUIPMENT
FACILITIES
Facilities are components of products and services within the

public areas, like:
Furniture
Fixtures
Fittings
D1.HHK.CL3.02
ASEAN 2012
EQUIPMENT
CLEANING EQUIPMENT
Equipment is an electrically powered cleaning aid use in public

areas. It is generally industrial and commercial in its use. It is
sturdier, larger capacity and fitted with larger electric motors.
D1.HHK.CL3.02
ASEAN 2012

EQUIPMENT- Cleaning Supplies
• Sponges
• Scouring Pad
• Bleaching Agents
• Washing Agents
AGC
• Toilet Deodorizer
• Disinfectant
• All-purpose Cleaner
• Furniture Polisher
• Glass Cleaner
• Metal Polisher
• Wiping/Dusting Cloth 136
• Cleaning Towels
CLEAN PUBLIC AREAS
1. Perform the use of equipment

according to the manufacturer’s
standards.
2. Check and clean the equipment
Select and Set-Up before using.
Equipment and 3. Return the equipment to its
Materials custodial place clean and dry
after using.

CLEAN PUBLIC AREAS
4. To avoid electrical shock or

short circuit, protect from
getting wet
Select and Set-Up 5. Use protective clothing,

Equipment and working gloves and hairnet in
Materials performing cleaning
procedures.
6. Check and clean before using

CLEAN PUBLIC AREAS
7. Handle with care so as not to

bump on hard surfaces
Select and Set-Up 8. Clean and store in their

Equipment and custodial room after use; ready
for re-use
Materials
9. Empty dust bags of dry vacuum
cleaners before they overload,
and after each use
CLEAN PUBLIC AREAS
10. Schedule a regular check up

Select and Set-Up to prevent serious
Equipment and breakdown
Materials
11. Use equipment correctly and
safely

CLEAN PUBLIC AREAS
1. Identify hazards and apply

precaution measures
2. Move furniture to clean behind
and underneath
3. Perform inventory of supplies
Clean Dry and 4. Store supplies safely in
Wet Areas appropriate storage
5. Dispose- off items that are of
no use
6. Dilute chemicals with water and
apply sparingly

CLEAN PUBLIC AREAS
1. When using chemicals or

cleaning agents, observe the
Golden Rule, always follow the
manufacturer’s instructions.
2. Never mix chemicals
General Rules 3. Apply sparingly
for Dealing 4. Never store chemicals with food
with Chemicals 5. Avoid contact between bare
skin, eyes, mouth…
D1.HHK.CL3.02
Clean Public Areas
ASEAN 2012

CLEAN PUBLIC AREAS
6. Work in ventilated area

7. Don’t handle chemicals if you
don’t have enough training
8. All chemicals must be stored in
General Rules an appropriate area
for Dealing 9. All chemicals must be properly
with Chemicals labelled
D1.HHK.CL3.02
Clean Public Areas
ASEAN 2012
CLEAN PUBLIC AREAS
1. Top to bottom (ceiling, wall and

floor)
2. Corner to corner
General Rules
3. Door to door
in Cleaning 4. Clean glass panels using
squeegee
5. In to out direction
6. Safety first

CLEAN PUBLIC AREAS
7. Use appropriate tools in cleaning

8. Always wear PPE, especially
when in contact with chemicals
and when expose to bacteria
9. Clean to dirty
General Rules 7. Clean and dry
in Cleaning 8. Wet and dry
9. Flush Toilet before cleaning
10. Be economical
11. Leakage must be reported
immediately (water or gas)
CLEAN PUBLIC AREAS
12. Barricade or use warning signs

when cleaning especially on wet
areas to ward-off guests,
associates and the general
General Rules public
in Cleaning 13. Dispose-off rubbish and used
chemicals according to safety
requirements and environment
legislations

CLEAN PUBLIC AREAS
17. Clean rubbish bin/container to

avoid foul smell
18. Do cleaning either early
morning or late evening since
General Rules less people are moving around
in Cleaning

PUBLIC AREAS
Hallway Lift/Elevator

Function Room
PUBLIC AREAS
Changing Room
149
AGC
Dining Area
PUBLIC AREAS
Garden
150
AGC
Lounging Area
PUBLIC AREAS
Landing Area
151
AGC
Lobby
PUBLIC AREAS
Cafe
152
AGC
Lift Landing Area
PUBLIC AREAS
Lift
153
AGC
STANDARDS OF AN IDEAL
HOUSEKEEPING
1. CLEANLINESS
◦ All areas are
immaculately clean,
corner-to-corner, top to
bottom, including
surfaces.
◦ Cupboards, cabinets and

storage areas are also
kept clean.
Qualification Training l
Gabucan, AGC 155
◦ Furniture and fixture are properly
dusted; door knobs and metal
fixtures are polished with the right
metal polishing chemical.
◦ Windows and glass panels are

dusted and polished.
◦ Floors are vacuumed, polished or

shampooed when necessary.
◦ Grounds are free of litters and

dirt.
Qualification Training l
Gabucan, AGC 156
2. ORDERLINESS
 Facilities and fixtures are
properly arranged and
installed in appropriate
location.
 Room amenities are properly

installed in appropriate
location.
 Linens are neatly folded.
 Beds are made up properly,

linens are mitred and wrinkle
free.
3. SANITATION
 The whole area is free from all
sources of bacterial contamination.
 Wet garbage is properly underlined

with plastic, covered and disposed
regularly.
 All items of personal use of guests

and which come in contact with the
body are sanitized.
 Glasses and water jug in the

guestroom are covered.
 Area is protected from pest

infestation, regularly fumigated to ASEAN Housekeeping NC ll Qualification
eliminate pests. Training l Gabucan, AGC 158
4. GUEST’S COMFORT
 Rooms are properly ventilated and
lighted.
 Guests are not disturbed by noise

and other forms of distractions.
 There are sufficient amenities for the

comfort of the guests, like linens,
toiletries, drinking glass, thermos
flask, ashtray, hair dryer, mini-bar, etc.
 Rooms must be conducive to rest

and sleep
5. EYE APPEAL
 Ambiance is soothing to the eyes, not dim or dull.
 Suitable interior design with proper blending of colors.
 No eyesore can be found in guest-contact areas.
 Wall decors and TV sets are posted at eye level.

6. SAFETY
 The guestrooms, function rooms and public areas

are free from any safety hazards, like open
electrical outlet, dangling wires, damaged tiles,
slippery floors, broken chairs, etc.
 Building is provided with all required safety

facilities like ventilated fire exits, emergency
alarm, fire extinguishers/hoses, luminous safety
signs, etc. Safety standards prescribed for
building maintenance by the government are
strictly enforced.

 Safety instructions during emergencies are
available in all rooms.
 The hotel is prepared for any emergency:

has a well organized safety or emergency
procedures and emergency brigade.
 All staff are trained on emergency

procedures, including the use of safety
equipment.
 Trained roving guards are available on 24

service to check movements in guest rooms
and to insure protection of guests.
 Safety measures are implemented to protect

guests from theft, accident, injuries, etc.

7. MATERIALS CONTROL and
PREVENTIVE MAINTENACE
 There is an allotted
budget for supplies and
materials.
 Consumption of supplies
is always monitored and
excessive consumption is
determined and reported.
 Par stock requirements

are always maintained;
regular requisitions are
made. ASEAN Housekeeping NC ll Qualification
 All tools and equipment are
stored safely in appropriate
storage compartments right
after use.
 Chemicals are diluted

properly and used sparingly.
 Supplies and materials are

consumed within the limits
of the budget.
 All appliances and equipment

are regularly checked for any
damage and maintained in
safe working condition to
avoid accidents. ASEAN Housekeeping NC ll Qualification
 Losses, damages and equipment breakdown
are properly reported; documented and
accounted for; and given appropriate action.
 There is regular inventory of supplies and

materials.
 Effective control measures are designed and

enforced to prevent losses and pilferages.
 Regular cleaning and check up of equipment

is undertaken.
 Staff are trained on proper use and

maintenance of equipment.
8. GUEST RELATIONS
 Guests’ requests and concerns are
given prompt and proper attention.
 Staff must exhibit warm and pleasant

disposition in dealing with guests.
 Tact and diplomacy are observed in

dealing with complaints and difficult
situations.
 Guest’s feedback is solicited to

determine guests’ satisfaction. ASEAN Housekeeping NC ll
AGC 166
 Guests’ feedback and concerns are
logged down and discussed for
corrective action during meetings.
 Staff must express warm appreciation

and gratitude for guest patronage.
 Guests’ needs and concerns are

anticipated and attended to
immediately.
 Inquiries of guests are given accurate

and appropriate response.
HANDLE INTOXICATED
GUESTS

DEAL WITH INTOXICATED GUESTS
1. Determine the Level of Intoxication
2. Apply Appropriate Procedures
3. Comply with Legislation

DEAL WITH INTOXICATED GUESTS-
Determine the Level of Intoxication
Alcohol
 The strength of alcoholic drinks varies. Even a specific
alcoholic beverage, such as beer will have different
strengths. For example, beer can range from
about 2% to about 9% alcohol by volume (ABV).
 What it means in practice is that a “standard”

drink will always contain a given amount of pure
alcohol, regardless of whether it is beer, wine or spirits.

Alcohol Intoxication
 Alcohol
is the generic term of the intoxicating
component of alcoholic beverages called ethanol.
 Alcohol intoxication is when the quantity of alcohol the

person consumes, produces behavioural or physical
abnormalities.
D1.HBS.CL5.17 D1.HSS.CL4.07
Manage Intoxicated Person
ASEAN 2012
Alcohol Intoxication
 Drink Spiking-is when alcohol and
other substances are added to the
drink without the drinker’s knowledge.
 Binge Drinking-is drinking too much

of alcohol in a short period of time.
D1.HBS.CL5.17 D1.HSS.CL4.07 pps 25-26
Signs of Intoxication
1. Loss of Coordination
 Being clumsy
 Eyes seem unfocused or glassy
 Bumping into furniture and other people
 Staggering
 Falling down or tripping over things
Signs of Intoxication
 Inability to walk in a straight line

 Inability to do basic tasks like lifting a glass
 Knocking things over.
2. Change in Speech
 Having trouble talking in a normal manner
 Speech becomes slower and slurred
 Volume of speech becomes louder
 Person becomes outspoken. ASEAN Housekeeping NC ll Qualification
Determine Level of Intoxication
Signs of intoxication
3. Moods, behaviour and conduct

 Big changes in mood over time.
 Personality changes
 Becoming isolated from group
 Inappropriately affectionate
 Extremely outgoing
 Wanting to cause arguments
 Being over affectionate to strangers
DEAL WITH INTOXICATED
GUESTS-Determine the Level of
Intoxication
4. Quantity of alcohol consumed

 The amount of drinks consumed
 The rate of consumption
 They are ordering more drinks at a time
 The types of drinks – normally become stronger
 Complaints about strength of drinks
Intoxication
5. Poor Judgement
6. Memory Lost
7. Confusion
8. Body Language
9. Smell of Alcohol
D1.HBS.CL5.17 D1.HSS.CL4.07 p23
ASEAN 2012
Intoxication
Handling Intoxicated Guest
 If no more control of speech and

action, excuse your self politely
 Secure things inside the room
 Properly close the door before leaving the room
 Follow-up the guest’s condition
What to remember in dealing with an

intoxicated guest?
 Identify situations where problems may arise as early as

possible
 Try to involve the guest by providing options
 Treat the guest professionally
ASEAN 2012
What to remember in dealing with an

intoxicated guest?
 Don’t touch the guest, if possible

 Take action as early as possible
 Follow house policies, rules and regulations.
Record Incidents Involving
Guest Intoxication
 It serves as learning tool

 It assists in communication between staff and
management
 It provides an accurate record for police, company or
insurance purposes
 It helps prevent similar incidents to occur in the future
Tool to Help Identify Intoxication
 Coordination
 Alcohol Smell
 Unsteady
 Slurred Speech
 Eyes Glazed
D1.HBS.CL5.17 D1.HSS.CL4.07 p24

Types of Assistance
o Talk to the guests or their friends

o Briefly explain your responsibilities
o Promoting non-alcoholic drinks
o Offering low-alcoholic beverages
ASEAN 2012
Types of Assistance
o Offer water
o Offer food
o Slowing down service
o Advise other staff
ASEAN 2012
Ways of asking intoxicated guest to leave the

premises
 Give final warning

 Notifying friends
 Identify transportation
 Arrange assistance

Ways of Asking Intoxicated Guest to Leave

the Premises
 Explain why the person is being asked to leave

 Explain transportation options
 Follow the person to the door
 Ensure the person is safely off the premises

DEAL WITH INTOXICATED GUESTS-Apply
Appropriate Procedures
Steps When Handling Intoxicated Guests
Tell Early
Avoid put-downs
Keep Calm
Ever Courteous
Clarify Refusal
Alternatives/options
Report
Echo D1.HBS.CL5.17 D1.HSS.CL4.07
DEAL WITH INTOXICATED GUESTS- Apply
Handling Complaints
 Listen carefully to the complaint,

without interrupting
 Show that you understand
 Apologise
 Seek a solution
Manage Intoxicated Person ASEAN Housekeeping NC ll Qualification
It is necessary that a person will be asked to

leave, who:
 Is using or threatening violence

 Is disturbing the enjoyment of other patrons
 Is disorderly or not abiding by premises rules
 Is breaking the law
 Is using disgusting, profane or foul language
ASEAN 2012
What to do with Intoxicated Guests

 Seek immediate assistance from Hotel Security Officer
in cases that pose threat to security and safety
according to enterprise standards.
 Do not touch intoxicated guest lying on the floor, just
watch him/her instead and apply enterprise procedures.
 Offer assistance politely using appropriate
communication skill according to enterprise practice
ASEAN 2012

Comply with Legislation
Handling Intoxicated Guests according to Legal

Practice
 Handle intoxicated guests and underage drinkers with
care according to legal practise and enterprise
procedures.
 Adhere to legislative requirements as per alcoholic
drink regulations.
 Refer immediately to the supervisor any difficult
situation as per enterprise regulations.
THANK YOU
Ave Gladys Casiño Gabucan

ASEAN Master Trainer and
Regional Lead Assessor for
Tourism Professionals


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Qualification Title : Housekeeping National Certification II

Description : The HOUSEKEEPING NC II Qualification

1. Participate in Workplace Communication

2. Work in Team Environment

3. Practice Career Professionalism

1. Develop and Update Industry Knowledge

2. Observe Workplace Hygiene Procedures

3. Perform Computer Operations

5. Provide Effective Customer Service

Guest- is an individual who is officially registered in the hotel

MUR – Make-up Room

DL – Double Lock

OOO – Out of Order

Rag- Piece of cloth use for wiping

Connecting Rooms – 2 rooms

OPL- On Premise Laundry

OSL – Off Site Laundry 8

Key Card – is a programmable

VIP – Very Important Person

Dirt – is a dust which by means

Lint- Dusty dirt on clothes

PPE – Personal Protective Equipment

 Making-up Room-Is performed while the guests are still in the

ASEAN Housekeeping NC ll Qualification 12

1. Use appropriate words in advising guest for the correct

ASEAN Housekeeping NC ll Qualification

1. Perform guest request in accordance to the timeframe

ASEAN Housekeeping NC ll Qualification

1. Make-up Room/change linens/additional linens

2. Additional Equipment(not normal in room set

5. Request for Replenishment of supplies/request for extra-

6. Power Conversion Board

7. Ice Bucket with ice

1. Make good personal presentation

2. Clean-up after an in-room party

1. Repair or removal of broken

Common Practise as set by the enterprise

ASEAN Housekeeping NC ll Qualification

 Baking Soda(cleans, deodorizes)

 Collect Master Keys

 Return trolley to storage room

 Return work allocation sheets

 Zero tolerance of theft.

• Work silently as possible

• Keep your area spic and span

ASEAN Housekeeping NC ll Qualification

• Always anticipate guest’s needs

• Use of equipment must be in accordance with the

 Housekeeping Department – for specific use in specific

 Head Office – for use throughout

 Manufacturer – to identify the correct methods for use and

6. Segregate and properly pile-up linens from the towels

ASEAN Housekeeping NC ll Qualification

Bath Soap/Hand Soap

1. It does not hinder any position of the hallway

1. Identify the items needed in servicing the room.

5. Greet the guest by name

10. Do your purpose

o Enter and Prepare the Room

o Strip and Make Bed

o Clear and Clean Bathroom

o Replenish all Bathroom Supplies