Housekeeping Good to Know

1. Housekeeping department is department that has responsibility to handle the cleanliness , tidiness of
all areas in the hotels and cruise ship .

2. The basic duty or responsibility of Public area is to maintain cleanliness and tidiness of public area
- Areas ( Corridors, Stairways, Lobbies, Restaurant, Bar, Elevators, Public Restrooms, Emergency
Staircase )
- Clean and collect the garbage in all public areas, Make sure everything in good and working
condition,
- Moping, Dusting, Sweeping, Vacuuming, Make all the public area in clean and tidy condition
- Report all damage and any missing Items.

3. The basic duty or responsibility of Room boy is to maintain cleanliness and tidiness of Guest room area
- Make Up The room
- Assist The Guest with Their Luggage
- Refill the guest Supplies
- Report all Damage and Missing Items or any discrepancies
- Responsible for Cleanliness, tidiness, And Completeness of the Guest room, Corridors/ Hallways
- Make sure everything in a good condition and safety.

4. An example public area in hotel is Lobby, corridor, public toilet ,café,smimming pool ,
,restroom,elevator,lift,staircase,restaurant,meetingroom,corridor,hallway,Lounge.

5. Cleaning Tools/ Equipment.

a. Machine:
- Dry Vacuum
- Wet Vacuum
- Brushing Machine/Polisher Machine
- Buffing Machine/Dry Buffing/High Speed Machine
- Steam Machine
- Carpet Extractor
- Blower Machine
b. Non Machine
- Broom/Sweeper - Ladder
- Mop - Extention stick
- Mop Bucket - Yellow Sign
- Dust Cloth
- Bottle Sprayer
- Squeeze
- Sponge
- Hand Brush
- Stick Brush
- Floor Squeeze
- Spatula
- Toilet Brush
- Caddy Bucket
6. CHEMICALS
3 types :
• Daily cleaning
o Bathroom Cleaner
o Glass Cleaner
o MPC – Multi Purpose Cleaner
o Furniture Polish
• Special cleaning
o Rust Remover
o Gum Remover
o Metal Polish
o Brasso
o Yellow Powder
• Sanitize
o Oxivir ,Clorine
7. PERSONAL PROTECTIVE EQUIPMENTS
Equiptment is design to protect employe from injuries and illness .
- Hand Gloves
- Googles / Safety Glasses
- Mask
- Ear Plug
- Boot / Safety Shoes
- Safety Belt
8. ROOM FIXTURES
- Wardrobe / Cupboard / Closet - Pictures
- Desk - Window Curtain
- Dressing Table - Main Light
- Mirror - Entrance Door
- Luggage mat - Door Knob Menu ( DKM)/ Breakfast
- Freezer / Refrigerator Menu
- TV Cabinet - Privacy Sign
- Bedside Table - Slipper
- Standing Lamp - Pajamas / Bathrobe
- Bed side lamp - Shower Head
- Stationary - Soap Dish
- Telephone - Amenities Bowl/ Tray
- Hanger - Kettle / Water Heater ( Only at The
- Safety Deposit Box ( SDB) Land Hotel .Not in Cruise ship)
- Iron - Drinking Glass
- Iron Board - Tray
- Bed/Mattress - Saucer And Coffee, Tea, Sugar,
- Pillow Brow, Sugar, Creamer
- Bed Sheet - Mineral Water
- Bed Cover/ Duvet - Room Service Menu
- Bed Skirt - Remote TV
- Bed Leg - Laundry Bag
- Head Board - Ashtray And Matches ( Only Land
- Bed/ Mattress protector Hotel )
9. BATHROOM FIXTURES
- Bathtub - Shower Curtain
- Sink - Shower Curtain Hook
- Toilet Bowl - Shower Hose
- Tissue Holder - Garbage Bin/ Trash Can
- Tissue roll - Drain Floor
- Clothes Line - Hook
- Sink Stopper - Towel Rack
- Water Faucet / Water Tap - Glass

10. AMENITIES
- Tooth Brush
- Shampoo
- Tooth Paste
- Soap
- Bath Gel / Liquid Soap
- Sewing Kit
- Body Lotion
- Conditioner
- Shower Cap
- Razor/ Shaver

11. CLEANING METHODS

a. Bathroom Cleaning
- Use Hand glove and Mask And Safety Glasses
- Clear up dirty towels and garbage
- Spray Chemical, Leave it a moment to make the chemicals worked
- Scrub from the sink, bathtub then toilet bowl
- Clean Mirror
- Rinse and Dry up
- Fill up Amenities and Towels
- Clean The Floor
- Double Check
b. Guest Room / Cabin Cleaning
- Knock The door 3 times say Housekeeping/ room steward
- If no Answer Open the door slowly Turn on The Light put on the double lock
- Open the window curtain
- Pick up all the garbage
- Strip all the linen
- Bring the Chemical Caddy to bathroom and spray toilet with chemical
- Make up the bed properly
- Clean the bathroom
- Dust the room Clockwise from top to bottom ( if the room is Vacant open all drawer ,but if room is
occupied never open the drawer and wardrobe, never touch the guest belonging except to arrange it)
- Refill all the amenities and guest supplies( mineral water, door knob menu, privacy sign, set up the
temperature, note pad, pen)
- Clean the floor and Mop the floor
- Double check/Final check make sure everything ok
- Turn off the light and Close The Door properly
c. Window Glass Cleaning😄
- Use PPE ( Personal Protective Equipment)
- Spray Glass Cleaner
- Scrub with the Sponge
- Squeeze the glass
- Wipe / dried the Frame
d. Moping The Floor😄
- Vacuum / Sweep The floor
- Place the yellow sign
- Mop the edge first
- Start from the corner to the entrance door
- Make sur floor is dry
- Finish
e. Vomit procedure
- Use PPE ( Personal Protective Equipment)
- Place the yellow sign
- Pour the vomit powder
- Sweep the vomit and take to the red bag
- Mop the floor
- Sanitize
- Wash and Sanitize all the equipment after used
f. Cleanning toilet bowl
- Flusher water for washing inside toilet bowl
- Spray with chemical inside toilet bowl
- Flusher water for rinsing inside toilet bowl
- Clean under toilet bowl , Body , seat and cover
- Wipe dry all survace
g. Cleanning bath up
- Spray chemical to the bath up
- Clean soap dish
- Clean shower glasses and clean shower curtain
- Wipe dry bathup and wipe dry shower curtain
h. Cleanning wash basin
- Spray the mirror using glass cleaner.
- Spray with chemical to the wash basin
- Wipe dry wash basin
i. Garbage separation
Waste sorting is the process by which waste is separated into different elements.
- RED BIN : For food / Hazardous Trash
- YELLOW BIN : Glass Bottles
- BLUE : Alumunium Cans
- GREY : Paper and Plastic
- WHITE : China Ware,
j. Remove bubble gum on the carpet:
- I put yellow sign
- Take bubble gum on the carpet with tissue
- Spray carpet spotting chemical on the carpet
- Clean using carpet spotting brush
- If be found residue of bubble gum , I clean using vaccum cleaner
- The last one , take yellow sign

k. 3 Buckets System is 3 steps for cleaning and sanitizing using 3 different colours of bucket,
- Red bucket for washing : contains of : Hot water , detergent , and brush
- Grey bucket for rinse : contains of : Hot water , clean water , and cleaning rack
- White bucket for sanitize : contains of : cold water , 100PPM of bleach and separate clean
clocth

l. Step by step sanitation

- Use PPE
- Wash the survace with detergent and hotwater
- Rinse the survace with clean water and warm water
- Sanitize with clorine and wait until air dry

m. Cleanning public restroom

- Knock the door three times and say housekeeping
- Check the restroom facility and make sure no body inside
- Take yellow sign in front of restroom
- Take out rubbish from restroom
- Cleaning mirror
- Cleaning washbasin
- Cleaning toilet bowl and urinal
- Replenish supplies restroom such as facia tissue, tissue roll , liquid soap etc
- Clean the floor and mop the floor
n. Step by step washing hand
- Wet your hands with clean, running water
- Lather your hands by rubbing them together with the soap
- Scrub your hands for at least 20 seconds
- Rinse your hands well under clean, running water
- Dry your hands using a clean towel or air dry them.
 o. Key Times to Wash Hands

• Before, during, and after preparing food

• Before and after eating food
• Before and after caring for someone at
home who is sick with vomiting or diarrhea
• Before and after treating a cut or wound
• After using the toilet
• After changing diapers or cleaning up a
child who has used the toilet
• After blowing your nose, coughing, or
sneezing
• After touching an animal, animal feed, or
animal waste
• After handling pet food or pet treats
• After touching garbage

Question and Answer

1. How many types of hotel room?
- Standard room , deluxe room, junior suites, royal suite, president suites,

2. What the different things between standard and deluxe room ?

- It is all about facilities , prices , and service .

3. What kind of towel do you know ?

- Kind of towel such as bath towel , hand towel , face towel and batmat

4. What is public area in hotel?

- Lobby, Lounge, Bar, elevator, restaurant, corridor staircase, ballroom

5. What is the hotel facilities?

- Ballroom, restaurant, Bar, Spa, Fitness center / gym, Swimming pool, internet lounge, business
center,

6. Tell me about your hotel,

- My hotel is located in
East Jogja, it’s a five star hotel, and has facilities like swimming pool etc.

7. How to make up the bed?

- Pull the bed - Place the duvee
- Strip the linen one by one - Put the pillow case
- Spread first bed sheet and then tuck - Pushback the bed to the headboard
in - Set up the pillow and cusion pillow
- Spread the second bed sheet - Set up bed runner
8. What will you do if you see spilled on the floor/ the floor is wet( if you are sure that is not dangerous
things, clean by yourself but if you are not sure call/notify your supervisor and give sign/yellow sign
- Place the yellow sign
- Use ppe (personal protective equipment)
- Mop the floor
- Make sure the floor is dry

9. Why do you have to place yellow sign?

- To give information to the guest that the floor is slippery
- To avoid accident
- To inform the guest that the floor is wet

10. Why do you have to use PPE?

- To protect my self from bacteria and chemical
- To protect my body from bacteria and chemical
- To protect employesfrom injuries and illness
- Provide adequate protection against the particular hazards
- Returned to proper storage after use

11. What will you do if you see broken glass on the floor?
- Use PPE
- Place yellow sign
- Sweep/vacuum the floor
- Make sure that all the corner are totally free from broken glass

12. What is sanitizing?

- Process to remove/kill the bacteria

13. What is contamination/cross contamination?

- Spreading the bacteria or germ from one place to another .( for example by using the same
cloth to clean the bathroom and bed room, use the same knife to cut the meat and fruits
without wash it first.

14. How many housekeeping area on the cruise ship?

- Open deck – the open area on the top of the ship
- Crew Area – The area where the crew live and make their own activities – crew bar, crew
restroom, crew lounge, crew swimming pool, crew cabin ,crew mess
- Guest Area – the area where the guest stay and enjoy their vacation – guest cabin, guest
elevator, bar, restaurant, library, coffee shop, theatre, photo gallery, disco, dining room.

15. What did you do to improve your English?

- Study in STC with my teacher and friends (reading, practicing speaking)

16. Will you use the same dust clothes from the bathroom to clean the bedroom?
- No, I use different clothes to avoid cross contamination or to avoid bacteria spread to the bed
room
 17. If your vacuum smell bad what will you do?
- Turn off the machine
- Open the cover and check the filter( if dirty clean it up)
- Check the garbage bag( if dirty change it)
- If the hose is dirty clean the hose
- Clean and sanitize inside the vacuum

18. If u see bubble gum/gum on the floor what will you do?
- Spray gum remover
- Clean with clean rag/dust clothes and then dry up with dry clothes
- If on the carpet ( spray gum remover, wipe with dry clothes/rag, spray carpet spotter and brush
it ,and then wipe with clean rag/clothes

19. What kind of survace do you know ?

- Hard survace such as cement , marble , wood , formica , steel , vinyl , copper ,ceramic , stainless
steel , porcelain.
- Soft surface such as fabric , carpet , blanked, curtain,leather, walk of mat

20. How to handle guest complaint

1. Say sorry and appoligize
2. Listen carefully
3. Do not interupt
4. Resolve the problem
5. Make sure
6. Say thankyou and tell the guest that it will happen anymore

Norovirus infection
Noroviruses are highly contagious. That means the norovirus infection can easily spread to others.
The virus is shed in stool and vomit. You can spread the virus from the time you first have symptoms
of illness until several days after you recover. Noroviruses can stay on surfaces and objects for days
or weeks.

You can get norovirus infection by:

• Eating contaminated food

• Drinking contaminated water

• Touching your hand to your mouth after your hand has been in contact with a contaminated
surface or object

• Being in close contact with a person who has norovirus infection

Noroviruses are difficult to kill because they can withstand hot and cold temperatures and many
disinfectants