Professional Documents
Culture Documents
LODGING
LODGING
Hospitality Industry
a. Inseparability
b. Perishability
c. Labor-intensive
d. Repetitive
e. Intangibility
a. Lodging Operations
-such as hotels, resorts, motels etc.
b. Transportation/ Travel Services
-such as taxi, train, and cruise ships, etc.
c. Food and Beverage Operations
-such as restaurants, bars, etc.
d. Retail Stores
-such as souvenir shops, etc.
e. Activities
-such as recreations, festivals, etc.
• The need for a place to stay away from home is as old as the first nomadic
traveler. Trading between two cultures created the need for groups of
people to travel often-great distances.
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• Along these trade routes, certain stopping points became favored out of
necessity. These stopping points became known as junction points that
grew into trading centers and eventually evolved into cities.
• The emergence of railroads and later the automobile played large roles in
lodging’s history because both dramatically increased the lengths of
journey segments for a traveler.
• As the evolution of lodging continued, new facilities began to emerge as
an option for travelers.
• The wealthy and landed aristocracy of the world began to view the many
spare rooms in their castles and estates as sources of revenue. The best
example of this can be traced back to the English and colonial inns of the
1700s.
• The significant difference between the two was that colonial inns offered
rooms to anyone who could afford to pay, whereas English inns were most
often reserved for the aristocracy.
• Another difference between the two was that English inns rented out
individual sleeping rooms, whereas colonial inns regularly offered large
rooms with several beds inside. This meant that English inns could offer
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private guest rooms, whereas colonial inns were better suited for
communal accommodations.
• The word hotel is the Anglicized version of the French hotel garni, which
translates into “large, furnished mansion”.
• The first lodging facility that can be directly considered a precursor of the
modern hotel was the 73 rooms City Hotel built in New York in 1794.
• In 1829, Tremont House was built in Boston. This property was another
milestone in the early revolution of hotels.
• It was considered as the first five-star hotel. Highly trained staff, French
Cuisine, and luxurious appointed rooms combined to give guests the finest
hotel experience available ever to that point in time.
D. Classification of Hotels
1. According to Size:
a. Commercial Hotels
b. Airport Hotels
c. Suite Hotels
d. Residential Hotels
e. Resort Hotels
f. Bed and Breakfast Hotels
g. Time-Share and Condominium
h. Casino Hotels
i. Conference Centers
j. Convention Hotels
k. Alternative Lodging Properties
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3. According to Levels of Service / Price
a. World-Class Service
b. Medium-Range Service
c. Economy / Limited Service
a. Owner-operated
b. Owner-managed
c. Independent
d. Franchised
e. Management-contract
a. Business Travel
b. Pleasure Travel
c. Group Travel
d. Buying Influences
a. Deluxe
b. First Class
c. Standard
d. Economy
7. According to Location
a. Center City
b. Suburban
c. Resort
d. Airport
e. Highway
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E. Hotel Organization
Mission Statement
Defines the unique purpose that sets one hotel or Hotel Company
apart from others. It expresses the underlying philosophy that gives
meaning and direction to hotel policies. A hotel’s mission statement
should address the interests of three diverse groups: guests, management,
and employees.
Objectives
Goals
Strategies
Organizational Chart
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F. Classification of Functional Areas:
G. Hotel Divisions:
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II. HOUSEKEEPING ORGANIZATION
Housekeeping – refers to the upkeep and maintenance of cleanliness and order in a house
or a lodging establishment. Efficient managed housekeeping department
ensure the cleanliness, maintenance, and aesthetic appeal of lodging
properties. The housekeeping department not only prepares, on a timely
basis, clean guestrooms for arriving guests, it also cleans and maintains
everything in the hotel so that the property is as fresh and attractive as
the day it opened for business.
A. Types of Housekeeping:
1. Guest rooms
2. Hallways and corridors
3. Lobby
4. Public rooms and restaurants
5. Offices
6. Stairways
7. Windows
8. Stores and concessionaire shops
9. Grounds
10. Linen and Laundry area
1. Guestroom maintenance.
2. Maintenance of public areas.
3. Maintenance of linen and laundry service.
4. Washing, issuance, repair and inventory of employee’s uniform.
5. Installation, cleaning and maintenance of fixtures and facilities.
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6. Provision of special services like baby-sitting, polishing shoes, etc.
C. Objectives of Housekeeping Department:
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Favorable Worker’s Behavior:
Enthusiastic Pro-Active
Caring Assertive
Flexible Self-Motivated
Sensitive Service-Oriented
Encouraging Meticulous
Positive Not Superstitious
Open Does not Discuss
Non-Judgmental Controversial and Issues
Communicator Willing to Accept Challenges
Team Player Credible
Innovative Does Not Take Personally
Dependable Tactful
Fair Creative
Organized Ability to Make Quick
Patient Decisions
Facilitator Ability to Influence
Respectful Diplomatic
Adaptable Ability to Work Under
Ethical Pressure
Takes Charge
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III. HOUSEKEEPING ORGANIZATIONAL CHART
Executive Housekeeper or
Housekeeping Manager
Housekeeping Supervisor
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Distribution of Housekeeping Responsibilities:
B. Organizational Functions
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3. Prepares and submits reports required by management such as
critical incidents reports, budget variance report, inventory report
and other documents;
4. Boost employee morale and motivation through the effective use
of motivational techniques;
5. Provides supervision and coaching to section heads;
6. Coordinates periodic inventory of housekeeping items and
supplies, keeps track of losses and breakdown of equipment;
7. Maintains par stock requirements, initiates requisition as needed;
8. Coordinates closely with Front Office on room status and room
bookings as well as changes in room assignments and
reservations;
9. Coordinates with the Facilities and Maintenance Section on
matters requiring repair or trouble shooting of equipment and
room facilities.
D. Controlling Function
E. Guest Relations
Basic Function: Directs and controls rooms keeping activities including room
make up, installation of mini-bar and other room amenities, ensures
conformity to prescribed Roomskeeping standards and policies.
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amenities and that the area is free of safety hazards. Also checks if
there is anything that needs repair or corrective action;
2. Checks rooms status during room check, prepares and distributes
room status report to Front Desk and to room attendants;
3. Looks after the proper use, storage and maintenance of linen and
cleaning equipments as well as housekeeping tools and supplies;
4. Regularly checks the condition and maintenance of housekeeping
equipment. Have them cleaned regularly. Initiates service request
for defective items;
5. Checks and maintains par stock. Makes requisition whenever
needed;
6. Initiates and supervises the weekly inventory of room supplies and
other Housekeeping items entrusted to his unit. Reports losses and
damages and takes corrective action against reckless use of
equipment;
7. Sees to it that his superior is informed of all unusual incidents and
accidents in his area of responsibility;
8. Trains, coaches and supervises room boys and chambermaids;
9. Attends to the performance evaluation of his subordinates;
conducts appraisal interview;
10. Personally attends to VIP guests and their requirements;
11. Attends to guest complaints. Inquiries and requests;
12. Coordinates with Front Office regarding changes in room status
and bookings; with Maintenance Unit regarding requests for
repairs or maintenance;
13. Performs other related duties as maybe assigned by superior.
Basic Function: Directs and controls all activities concerning public area
maintenance and ensures conformity to prescribed housekeeping standards
and policies.
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5. Checks equipment regularly for their condition. Have then cleaned
regularly and repaired when out of order;
6. Checks and maintains par stock requirements. Makes requisition to
replenish supplies.
7. Initiates and supervises weekly inventory of cleaning supplies and
other housekeeping items allocated to his unit. Reports losses and
damages and takes corrective action against reckless use of
equipment;
8. Reports to management all unusual incidents and accidents in the
public areas, safety hazards and items needing repair or
replacement;
9. Trains, coaches, and supervises his staff;
10. Evaluates the performance of his subordinates and conducts
appraisal interview;
11. Performs other related duties as maybe assigned by superior.
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8. Prepares and submits daily accomplishment and consumption
report to his/ her supervisor;
9. Assists his supervisor in conducting room check;
10. Conducts fumigation of assigned guestrooms as needed;
11. Performs other related duties as may be assigned by his or her
supervisor.
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17. Double checks the expiration dates of items for prompt
replenishment;
18. Returns spoiled stocks before the end of each month and
submits report to supervisor or the Cost Control section;
19. Coordinates closely with Front Office regarding rooms on
cash-basis to be able to pull out mini-bar stocks and also to
obtain the check-out list for each day;
20. Performs other duties as may be assigned.
VI. Houseman
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VII. Powder Girl
Basic Function: Responsible for the cleaning, care and maintenance of ladies
comfort rooms and locker rooms.
3. Replenish toilet amenities like toilet paper, soap, paper towels, etc.
4. Checks the condition of fixtures and toilet facilities, checks for
leaking faucets, defective tiles, shower, etc. and reports any
defect to her supervisor;
5. Retouches the cleaning of comfort rooms from time to time;
6. Regularly checks trash and empties garbage bins from time to
time;
7. Assists in other cleaning or housekeeping job when not loaded;
8. Assists in the issuance of linens if available;
9. Performs other related duties as maybe assigned by superior.
Basic Function: Responsible for maintaining the grounds including the plants
and landscape.
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6. May perform side duties like maintenance of
cleanliness of the pool area, fountains, façade, gardens,
motorpool and other related areas;
7. Performs other related duties as maybe assigned by
superior.
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IV. HOUSEKEEPING TERMINOLOGIES
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not normally performed in the day-to-day servicing of a guestroom. Synonymously
with general cleaning.
16. Face Fibers - yarns which form the pile of the carpet.
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23. Guest Request - any special request not normally
included in the regular servicing of a guestroom, such as for extra towels, hair dryers,
razors roll-away bed or baby crib.
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34. Maintenance Checklist - document used as a guide
in the performance of a maintenance inspection.
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46. Primary Backing - the part of the carpet to which
face fibers are attached and which holds these fibers in place.
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57. Turndown Service - a special service provided by
the housekeeping department which a room attendant enters the guestroom in the
early evening to restock supplies, tidy the room, and turn down the guest bed.
Cleaning supplies and small cleaning equipment items are part of the non-
recycled inventory in the housekeeping department. These supplies are consumed or used
up in the course of routine housekeeping operations. Controlling inventories of all
cleaning supplies and ensuring their effective use is an important responsibility of the
executive housekeeper. The executive housekeeper must work with all members of the
housekeeping department to ensure the correct use of cleaning materials and adherence to
cost-control procedures.
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purchasing:
Brooms: The role of a broom is to
remove large particles of soil
Soft Broom from hard and resilient floors.
Stick Broom Good push brooms will have
Push Broom two rows of bristles. The front
Corn Broom row will have heavy-duty
bristles designed to remove
stubborn, large particles of dirt
and debris. The second row
will have fine, split tip, bristles
designed to remove fine
particles of dirt and debris.
Many good push brooms have
a steel brush hood that allows
the operator to change worn
brushes.
Mop Buckets Buckets are made out of three
basic materials galvanized steel,
stainless steel, and structural
foamed plastic. Plastic buckets do
not rust and they are the most
inexpensive to make, but they
scratch, and dirt builds up in the
scratches, making them
permanently “grungy.” Stainless
steel buckets are the most
expensive. Mop buckets range in
size from 16 quarts up to 50
quarts. The most popular sizes are
26 quarts and 35 quarts. Round
buckets track in a straight line
when pushing them down
hallways while oval buckets tend
to wander. Well-designed buckets
have three-inch casters and rubber
bumpers to protect furniture and
walls. The best have no seams. For
washing and rinsing a two-bucket
system saves valuable labor costs.
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steel or plastic. Plastic is less
expensive, but it wears out much
faster than the metal wringers.
Wringers can be purchased by size
or in a “one-size fits all” size.”
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Synthetic yarns do not need to be
treated and may be the best
alterative in many instances.
Disposable mops last for
approximately 100,000 square
feet.
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The housekeeper’s cart is a most
significant piece of equipment.
There should be one cart for each
section of rooms.
These cart must be large enough to
carry all of the supplies that the
section housekeeper might readily
be expected to use in the workday
(repeated trips to the main or
satellite linen room for two extra
sheets or three more glasses is
distracting and will decrease work
efficiency.)
Since the cart is large and may be
heavily loaded, it must be
maneuverable and capable of
being pushed by some one
weighing less than 100 pounds.
Quality housekeeper’s carts are
maneuverable with fixed wheels at
one end and castered wheels at the
opposite end. The solution lies in
quality caster and ball-bearing
wheels.
Carts should have three deep
shelves, facilities to handle soiled
linen sacks and rubbish sacks that
are detachable, storage for a
maid’s vacuum, and a top that is
partitioned for small items. There
should be a bumper guard that
surrounds the cart that will protect
the corridor walls and door
casings. These bumpers should not
leave unsightly marks if they come
in contact with walls.
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Machines are available in 17, 18,
19, 20 and 21-inch models. These
machines will accommodate pads,
brushes, and bonnets.
When selecting a standard single-
dish scrubber, do not select too
small a scrubber. A large machine
will cover an area faster, thus
reducing labor costs.
A single-dish floor machine will
operate between 175 rpm to 350
rpm.
Burnishers or Ultra-High-Speed Buffers Resembles like a single-disk floor
machine, but they operate between
350 rpm and 2,500 rpm.
They were developed to polish the
new harder floor finishes that had
been recently introduced into the
market.
Unlike single-disk floor machines,
the pad of a UHS buffer does not
rest entirely upon the floor. Only
the front part of the pad comes into
contact with the floor; the rest of
the weight is distributed to the
wheels.
Many models have caster wheels
in the front of the machine to
distribute the weight.
UHS buffers operate in a straight
line, while traditional scrubbers
operate from side to side.
There are battery and propane
models that enable the operator to
cover vast areas without the need
for troublesome electric cords.
Propane models are noisy, they
create noxious fumes, and they
present a possible fire hazard.
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Carpet Sweeper Used to pick-up dirt and particles
from the carpet, just press the
handle and push towards the dirt to
vacuum sweep the carpet.
Carpet Extractor It is designed to dry foam
shampoo the carpets. It removes
dirt that sticks to or penetrates into
the carpet layers.
Scouring Pads Color coded pads that is used to
scrub (green) and clean painted
surfaces, mirrors, marbles, and
porcelain (white).
Dusting Cloths For dusting wooden and painted
parts of the area.
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products that contain antistatic
compounds.
The best polishes contain lemon
oil, which serves to replenish the
moisture that is lost from the
wood.
Insecticides For fumigation to eliminate
insects/pests.
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Emulsion Wax A buffable wax used for resilient
floors like vinyl, linoleum, and
rubber tile and for concrete floors
and marble.
Polymer Sealer A non-buffable wax that is highly
recommended for wooden floors.
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VI. STANDARDS OF IDEAL HOUSEKEEPING
1. Cleanliness
2. Orderliness
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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, linen are mitred and wrinkle free.
3. Sanitation
The whole area is free from all sources of bacterial contamination such as un-
disposed garbage and left-over, stagnant water, etc.;
Wet garbage is properly underlined with plastic, covered and disposed
regularly;
All items for personal use of guest and which come in contact with the body
like linen, cutleries, glasses, etc. are sanitized with sanitizing detergents to
protect guests from possible bacterial contamination;
Glasses and water jug that are installed in guestrooms are covered;
Area is protected from pest infestation, regularly fumigated to eliminate pests.
4. Guests’ Comfort
5. Eye Appeal
6. Safety
The rooms, 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;
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All staff are trained on emergency procedures, including the use of safety
equipment;
Trained roving guards are available to check movements in guestrooms and to
insure the protection of guests.
8. Guest Relations
Guest requests and concerns are given prompt and proper attention;
Staff exhibit a warm and pleasant disposition in dealing with guests;
Tact and diplomacy is observed in dealing with complaints and difficult
situations;
Customer feedback is solicited to determine guests’ satisfaction;
Customer feedback and concerns are logged down and discussed for
corrective action during meetings;
Staff expresses warm appreciation and gratitude for guest patronage;
Customer needs and concerns are anticipated and attended to immediately;
Inquiries of guests are given accurate and appropriate response;
Staff do out of their way to render extra service to guests;
Guests with special problems like the sick, intoxicated pones, etc, are given
the necessary assistance and support by the Housekeeping staff.
Cleaning Standards:
Sweeping
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All swept floors do not have dust streaks nor does show mark where dirt was
picked up.
No dirt left on corners, behind doors, under carpets or furnitures.
Mopping
Floor Cleaning
Floor Finishing
Wall Washing
Dusting
Window Cleaning
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Thoroughly cleaned, no visible streaks, scratches or spots.
Cleaning of Ashtrays
Ceiling Cleaning
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Grounds Maintenance
All walkways, parking spaces, planted areas are clean, free of littered objects.
Cemented/concrete pavements are free from spots, scrubbed regularly and dust
free.
Plants are watered regularly, pruned, trimmed periodically and as necessary.
Soil is regularly cultivated, fertilized periodically, planted to prevent eroding.
Plant pests are eradicated; fumigation is conducted on regular schedule or upon
detection of presence of pests in the area.
Pool flooring is cleaned, scrubbed as scheduled and whenever necessary to
prevent the growth of algae.
Plants (in boxes) are maintained and replaced as needed.
Safety and security are two responsibilities of hotel managers. Guests expect to
sleep, meet, dine, and entertain in a facility that is safe and secure – and are entitled to
reasonable care under law. Housekeeping personnel can help meet this guest expectation
and, in some cases, make the difference in the property’s safety and security system.
Safety
The two hotel departments most likely to have the largest number of accidents
and injuries are maintenance and housekeeping.
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One basis for this frequency is the sheer labor-intensity of these two departments.
In many operations, housekeeping and maintenance employ more people than any other
department.
Safety should be a top priority. Ongoing safety training programs help ensures
that safe conditions are maintained in all work areas.
To develop programs, management must be aware of the laws that regulate the
work environment – and more specifically, how those laws affect housekeeping
personnel.
For most part, it is difficult to motivate employees until unsafe conditions are
corrected.
One of management’s top concerns should be for the health and welfare of
employees.
Employees are one of the most important assets a hotel has. If managers want
employees to provide quality service, they must treat employees fairly and with respect.
Respect for an employee’s right to work in a safe and hazard free environment is a good
place to begin.
Accidents and injuries do not have to occur. By following three simple rules,
employees can contribute to a safe, accident-free work environment:
Lifting:
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Housekeeping tasks often involve lifting heavy objects. Employees may also be
required to move furniture in order to complete a thorough cleaning task.
Incorrectly lifting heavy objects such as bags, boxes, and containers may result in
strained or pulled muscles and back injury. In turn, these injuries can result in loss of
work and long-term pain and suffering.
Employees can also incur cuts and scratches when lifting items such as trash or
dirty linens which contain pointy objects or broken glasses. In all instances, employees
should know what conditions to look for and the special precautions to take.
Inspect the object before lifting. Do not lift any item that you cannot get your
arms around or that you cannot see over when carrying. Get help if it is too
heavy.
Look for any protrusions, especially when lifting trash or bundles of linen.
Quite often, these items contain pointy objects or broken glass. Exercise
special care to avoid injury.
When lifting, place one foot near the object and the other slightly back and
apart. Keep well balanced.
Keep the back and head of your body straight. Because the back muscles are
generally weaker than the leg muscles, do not use the back muscle to lift the
object.
Bend slightly at the knees and hips but do not stoop.
Use both hands and grasp the objects using the entire hand.
Lift with the leg muscles.
Keep the object close to the body. Avoid twisting your body.
When setting an object down, do not use your back muscles. Use the leg
muscles and follow the procedures used to lift objects.
When tucking in sheets, picking up a laundry or cleaning a tub, bend with the
knee and not on the back, nor on the waist to prevent back injury.
Use your body weight in pushing and pulling the vacuum, not just your arms
and shoulder. To avoid slipping and tripping, hold the cord and coil as you go.
Wear the right shoes. Working shoes should be slip resistant, with a closed toe
and fit to give you the best comfort.
Watch where you are going to prevent slips and fall.
Use door stopper and not linens or objects that could cause a slip or fall.
Turn on lights and look all sides before entering any room. There may be
spills or broken glasses on the floor that need to be cleared.
If a broken glass is found, sweep the floor and place the glass in a container
separate from the trash.
To push the room attendant’s cart easily, check if it has sticking wheels.
Without it, it will be harder to push and could injure the user. Remove sticking
thread on the wheels.
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Be careful with loose screw or sharp edges as they could catch on one’s
clothing and cause cuts.
When pushing the cart, lean forward into the cart, rely on one’s legs and feel
not unto one’s back or across the body.
Keep the cart close, use feet and legs and not arms and shoulders.
In case a cart falls down, do not try to stop or stand it up by alone. It is heavier
than you think and can cause accidents. Ask for help.
Do not overload laundry cart to make it easier to pull.
When reaching for something, especially in the tub, never stand on the edge of
a toilet bowl. You might loose your balance and fall.
Ladders:
Ladders can be used when cleaning areas on or near the ceiling or for such tasks
as changing light bulbs. When selecting a ladder for a particular cleaning job, its
condition, height and footing should be inspected.
Check the ladder for stability and examine crosspieces for sturdiness. If the ladder
is broken or defective, do not use it. Rather, tag the ladder, place it out of service, and
report it to the appropriate housekeeping supervisor or the maintenance department
Ladders should be placed so footing is at least one fourth of the ladder length
away from the wall. Never place a ladder against window or an uneven surface.
Before climbing, test the ladder for stability; it should be well balanced and secure
against the wall and floor. Always be sure to face a ladder when climbing and have a
clean and dry hands and feet. Do not hold any items or tools that may prevent the use of
one or both hands. Mark the area underneath the ladder with caution signs so that guests
or employees do not walk under the ladder.
Machinery:
Some employees may need additional training and supervised practice before
operating equipment and machinery on the job by themselves. Many power tools and
other machineries are equipped with protective guards or shields. These safety guards
should never be removed.
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Employees may also be required to wear protective eye goggles or gloves. All
protective gear should be worn per instructions. Equipment and machineries should never
be left unattended while in use. When not in use, all tools and equipment should be
turned off and stored in the proper place. Never use a piece of equipment or machinery
that is not operating correctly. Contact the appropriate supervisor or the maintenance
department to have it repaired as soon as possible.
Electrical Equipment:
Extra care must be taken when operating electrical equipment. Even one of the
most common housekeeping appliances like a vacuum cleaner can be harmful or deadly
if operated improperly or in unsafe conditions. An employee should never operate
electrical equipment when standing in water or when hands or clothing are wet. It is also
unsafe to operate electrical equipment near flammable liquids, chemicals, or vapors.
Sparks from electrical equipment could start a fire.
When using electrical equipment, the cord should be kept out of traffic areas such
as the center of hallways or cross doorways. This is not always possible, particularly with
such tasks as vacuuming corridors. In such situations, keep the cord close to the wall and
post caution signs in the work area. If the appliance will be stationary and in use for a
lengthy period, tape the cord to the floor and place caution signs over the taped cord.
Extension cords are sometimes required – particularly when an electric outlet is not
located near the work areas. Extension cords should be inspected for exposed wire before
use just like any other electrical cord.
There are many types of extension cords; not all are acceptable for use in a
hospitality operation. The local fire department can pinpoint which types of cords meet
the local fire codes and regulations.
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cracked or broken. If any of these conditions are found, the room attendant should not
attempt to fix them, rather, potential problems should be reported to the appropriate
housekeeping supervisor or to the maintenance.
Chemicals:
Chemicals are used to clean all areas of a lodging property including bathrooms,
kitchens and floors. Potentially hazardous chemicals are also used to kill insects and
rodents. Some housekeeping situations require employees to handle toxic substances to
unstop clogs in toilets and other plumbing fixtures. Often the use of such hazardous and
toxic chemicals cannot be avoided.
Continual training in chemical safety is necessary for two reasons: First, misused
chemicals can cause serious injury in a short period. Second, new employees – especially
in properties with high employee turnover – need to be trained immediately.
Cap of bottles/ containers should be tight and the broken nozzles must be
replaced to prevent drips.
Never mix chemicals the result can be potentially deadly like fumes created
by mixing bleach with ammonia.
Use the right amount of chemicals. Excessive amount may damage surfaces.
If a chemical spills, block the surface. A minor spill can be cleaned up. If not
sure of how to clean up a spill, ask the supervisor.
If a chemical spill blocks your skin, rinse as directed in the material safety
data sheet
If your eyes are exposed and contaminated by a spill, rinse it with a clean
water and get immediate medical assistance.
Handle potentially contaminated items as little as possible.
Use proper container for disposal of items.
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Clean contaminated areas.
Thoroughly wash hands after using chemicals.
Security
Security refers to the freedom from fear, anxiety, and doubt involving ourselves,
as well as to the protection and defense against the loss or theft of guest, employee, and
company property and prevention of other emergencies.
Security Committees:
Committee Responsibilities:
Theft:
Guest theft: most hotels assume that guests will take items such as matches,
pens, shampoo, ashtrays, and sewing kit. For most part, these items are provided for the
guest’s convenience and are actually a form of advertising used by the hotel. However,
towels, bathrobes, trash bins, and pictures are not part of the marketing strategy and are
not meant to be taken by guests. When these items turn up missing, it can add up to a
large expense for a hospitality operation.
To reduce the theft of these items, some properties keep count of the number of
amenities inside the room. When the guest request for additional item, it is noted at the
front desk. The room attendant, too, notes how many items are in the room, when
cleaning the next day. The room attendant’s ability to spot missing item may allow the
hotel time to charge the guest for items that have been taken.
Another strategy, some hotels place items such as towels, bathrobes, and leather
stationery folders and the like are on sale in their gift shops. This may reduce the
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likelihood of theft since guests have the option of purchasing these items. Also, having
these items on sale helps set a standard price that can be levied against guests for a
missing item.
Good inventory control procedures can also help control theft. Detailed records
that note any unusual or unexplained fluctuations should be kept of all items in stock.
It is a good practice to conduct a monthly inventory of all housekeeping supplies
including toilet paper, amenities, and linens. If the items in storage do not match the
usage rate, or if too little stock is on the shelves, it may be an indication of employee
theft. Employees should be aware of the results of monthly inventories – especially when
shortages are discovered.
Employees should know what items they may bring onto or remove from the
property. Management may establish a claim-checking system for bringing items onto the
premises and a parcel-pass system for taking items off the premises. If an employee has
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permission to remove hotel property, he/she should be issued a signed permit from the
supervisor or an appropriate manager before doing so.
Restricting employee parking to a carefully selected area can also help control
losses. Keeping the area well-lighted reduces the temptation to steal and also makes the
lot safer for employees who leave work after dark. The employee parking area should not
be so close to the building that it allows employees to easily and quickly transfer stolen
property to their cars.
If the hotel is large or has a very high turnover rate, employee are less likely to
know their fellow workers. In such cases, identification badges may be required to
prevent strangers who pose as employees to gain admittance to the property.
Bomb Treats:
Where and how the search is conducted will depend on the way the property
received the bomb threat. Information from the caller or letter may give clues on where
personnel should search and on what type of bomb or object to look for.
Searches often include stairways, closets, ashtrays, trash containers, elevators, exit
areas, and window sills. It may be helpful to take a flashlight to inspect areas with little
light.
Search team employees look for objects that are normally not found in an area.
Housekeeping personnel have an advantage since their daily routines promote familiarity
with many hotel areas. If a suspicious looking object is found, it should not be touched or
moved; notify the person in charge of the search team or an appropriate supervisor
immediately.
Notification is best done face-to-face or over the telephone. Avoid using radios,
walkie- talkies, or beepers. Some bomb devices are sensitive to these sound waves and
may go off.
If nothing is found after completing the search, all teams should regroup in a
designated area. An all-clear sign should be given after all search procedures have been
performed and management is satisfied that the guests, employees, and property are not
under by real threat.
Quite often, guests are not notified when bomb threats are received. This is
because many bomb threats are just that – threats. However, bomb threat emergency
procedures should still be followed just in case it is a real emergency. Generally, these
procedures do not include notifying guests until a search is completed. If a guest does ask
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an employee what he/she is doing during a search, the employee should respond in a way
that does not arouse unnecessary suspicion or fear.
The safety and security manual should include evacuation plans in case a bomb
should actually be found or explode on the premises. It should also include provisions for
emergency medical services. In these instances, housekeeping employees should follow
procedures to assist in rescue efforts. The local police should be notified of all bomb
threats. If police respond to such calls, the hotel should follow the directions laid out by
police personnel.
Fires:
Fires are grouped into four classifications based on the different products of
combustion. Many hotel fires are fueled by a combination of combustibles. It is very
likely that a fire started by Class A combustibles could grow to include Class B and C
materials.
Fires start for many reasons. Some fires may be caused by an accident or
mechanical malfunction. Others may be the result of arson.
Mission:
Fire Behavior:
Accident Prevention:
An accident can be defined as the result of a series of events and conditions that
lead to an unsafe situation resulting in injury and/or property damage.
Accident chain, a series of events and conditions that can lead to an accident.
Classifications:
Environment
Human factors
Equipment
Event
Injury
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Environment:
Included here are physical surroundings such as weather, surface conditions, access,
lighting, and physical barriers.
Human Factors:
This includes human and social behaviors, training (lack of training), fatigue,
fitness, and attitudes.
Equipment:
Event:
Injury:
Deals with the actual injury (or property damage) associated with the accident. A
“near miss” or “close call” is an accident without injury or physical damage.
When you discover a fire, call out your discovery, sound the fire alarm and
summon help.
Never pass the fire to get an extinguisher. A dead-end passageway could trap
you.
If you must enter a room to combat the fire, keep an escape path open. Never
let the fire to get between you and the door.
If you enter a room and your attack with a portable extinguisher fails, get out
immediately. Close the door to confine the fire. Your knowledge of the
situation will aid those responding.
Fight the fire with the wind or the wind coming from your back.
Never use and direct a solid stream of water on liquid fire as it will cause
splashes and make the fire more difficult to handle.
Never use foam and water on electrical fire, as this will cause electrocution.
When entering an enclosed space, see to it that the space is gas-free and with
sufficient oxygen.
Regular training and drills are very necessary so that each member learns his
duties and the order in which they must perform.
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To be successful in firefighting, adequate preparation is very much required.
Well-planned actions for every emergency will surely achieve firefighting
operations safely, efficiently and effectively.
One of the priorities that should be given due attention is the escape route. Be
curious enough to know all the shortest possible ways to escape from a fire
zone to a safe place in order not to be trapped.
Smoke is a visible product of fire that aids to the problem of breathing. Rooms
filled with thick smoke, there will be great possibility of suffocation because
oxygen content of the room will be reduced to a minimum.
Safe Practices:
The combustion process was once depicted as a triangle with three sides. Each side
represented as essential ingredient for fire:
Heat
Fuel
Oxygen
As researched, it became evident that a fourth ingredient was necessary. That fourth
element was the actual chemical combustion. Thus the name fire tetrahedron
Ignition
Growth
Fully developed
Decay
Growth Stage:
Starting out as a spark or a small flame, other combustibles heat up, liberate
flammable gases, and ignite, spreading the chain reaction to other flammables and
resulting in an increase in size.
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Several factors in the growth of fire:
Oxygen supply – the amount of oxygen will have a direct effect on the speed of
growth and the size of the fire.
Fuel – size of the fire will naturally depend on the amount of fuel available to burn.
Container size – in a structure, the container would be the surrounding walls and
obstructions. A large container would permit dissipation of heat and slow the
growth of fire.
Insulation – heat that is radiated back into unburned areas will accelerate growth.
This stage is recognized as the point in which all contents within the perimeter of
the fire’s boundaries are burning.
Decay Stage:
When the point at which all fuel has been consumed is reached, the fire will begin
to diminish in size.
Ultimately, the fire will extinguish itself when the fuel supply is exhausted.
The three modes by which heat transfers its energy from one substance to another
are through:
Conduction
Convection
Radiation
Conduction:
When a hot object transfer its heat, conduction has taken place.
The transfer could be to another object or to another portion of the same object.
Convection:
Air that is hotter than its surroundings rises, air that is cooler than its surroundings
sinks.
Radiation:
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When combustion occurs, light is produced. Light travels by way of light waves.
These light waves range from ultraviolet to infrared.
Fire produces infrared light waves, and with enough concentration, can permit fire
to jump from the source to a distant object, heat it up again, and if intense enough,
cause it to ignite.
Classes of Fire:
Class B type – are fueled by liquids, gases, or grease-type fuels. Oil, gasoline,
alcohol, and other liquids are more common types found in this class of fuel.
Class C type – are basically fueled by electricity. In this case, the electricity is
actually the heat source that propagates the fire and often communicates to other
fuels of the class A or B type to sustain the burning process.
Class D type – a less common fire type, is fueled by metals. A particular class of
heavy metals, which can be identified on the periodic table of the elements and
found mostly in the alkali metal group, will burn. Most metals in the group are
magnesium, titanium, zirconium, sodium, and potassium, thorium, plutonium,
hafnium, lithium, zinc, uranium, and calcium.
Fire Extinguishment:
Class A fire, is extinguished by cooling the fire. The application of water cools the
fire by absorbing as water is converted to steam. When enough of the heat is
removed, the temperature of the fire is lowered below the ignition temperature of
the substance and thereby collapses the fire pyramid.
Class B fires, the application of smothering agent is used to prevent oxygen from
getting to the fuel and propagating the chain reaction of fire by removing the
oxygen leg of the fire pyramid. In this case, the fire collapses due to a lack of
oxygen.
Class D fires, combustible heavy metals differ somewhat in their reactions under
fire. In some cases, the mere presence of water will cause a violent reaction,
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releasing heat and brilliant light. In other cases, the mere presence of air will cause
the reaction. Each metal’s characteristics should be evaluated on its own merits.
Fire extinguisher classification symbols are displayed by shape, color and letter for
flexibility of the user for better recognition, identification and utilization.
Class A fire extinguishers will put out fires in ordinary combustibles such as wood
and paper. The numerical rating for this class of fire extinguishers refer to the
amount of water the fire extinguisher holds and the amount of fire it will extinguish.
Class B fire extinguishers should be used on fires involving flammable liquids such
as grease, gasoline, oil, etc. The numerical rating for this class of fire extinguisher
states the approximate number of square feet of a flammable liquid fire that a non-
expert person can expect to extinguish.
Class C fire extinguishers are suitable for use on electrically energized fires. This
class of fire extinguishers does not have a numerical rating. The presence of the
letter “C” indicates that the extinguishing agent is non-conductive.
Class D fire extinguishers are designed for use on flammable metals and are often
specific for the type of metal in question. There is no picture designator for Class D
fire extinguishers. These extinguishers generally have no rating nor are they given a
multi-purpose rating for use on other types of fires.
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Helmet
Goggles
SCBA (Self-Contained Breathing Apparatus)
Coat and pants
Boots
Hood
Gloves
Radio
Flashlight
PASS Device (Personal Alert Safety System)
Pocket tools
Smoke detectors – all fire emits smoke and gases, often long before open flames
are visible. The smoke detector can therefore be activated before the actual
outbreak of a fire.
Flame detectors – the flame detector is activated when it is hit by the varying
infrared or ultraviolet rays from the flames.
Heat detectors (thermal contact) – is, as the name implies, affected by heat. The
alarm is usually activated when the room temperature rises to about 70oC.
Key Control
Proper key control procedures are important for guest security and privacy. Key
control also protects the property by reducing the possibility of guest and property theft.
Emergency key
Master key
Storeroom key
Guestroom key
Emergency keys – open all doors in the property – even those that guests have
double locked. These keys should be kept in a secure place. Some properties also keep an
emergency key off the premises. Distribution and use should occur only in emergency
situations such as a fire or when a guest or employee is locked in a room and needs
immediate assistance. Most housekeeping personnel do not use emergency keys on a day-
to-day basis.
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Master key – also open more than one guestroom. Master keys are separated into
three levels of access. The highest level is the grand master. This key opens every hotel
room and, many times, all housekeeping storage rooms. If the guest has turned the dead
bolt, master keys will not open the door. Master keys can be used in emergency situations
when it is vital for an employee to enter some or all areas of a hotel. Master keys are kept
at the front desk for such emergency purposes.
The next level of master key is the section master. This type of master key opens
rooms in one area of a hotel. An inspector may be issued more that one key of this type
because he/she may be required to inspect the work of more than one room attendant.
The lowest level of master key is the floor key. Generally, a room attendant is
given this key to open the rooms he/she is assigned to clean. If the employee has rooms to
clean on more than one floor or area, he/she may need more than one floor key. Floor
keys typically open the storeroom for that floor – unless the room is specially keyed or is
accessed by another master key.
Guestroom key – are those keys distributed to guests. This type of key opens a
single guestroom and, in some cases, other locked areas such as the pool. Guestroom
keys are stored at the front desk when not in use.
A log can be used to monitor the distribution of master keys. This log should
include the date, time and the name of the person who signed for a particular key. Every
time an employee receives or returns a master key, he/she should be required to initial or
sign the log. The person issuing the key should also initial or sign the log for each master
key transaction. In large properties, the linen room attendant distributes and secures the
keys for the room attendants. At smaller properties, the executive housekeeper or the
front desk may assume this function.
Employees issued keys should keep the keys on their person at all times. Key
belts, wrist bands, or neck chains are recommended devices for keeping track of master
keys. Master keys should never be left on top of a housekeeping cart, in a guestroom or in
an unsecured area. An employee should never loan the key to a guest or to another
employee.
The room attendant who signed for the master key is the employee who is
responsible for it and should never leave the property.
Finally, a room attendant should never use a master key to open a room for a
guest. If a guest asks an employee to unlock a room, the employee should politely explain
the hotel’s policy and direct the guest to the front desk.
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Room attendants are also responsible for retrieving guestroom keys if the guest
leaves the key in the room. Many hotels provide key lock boxes on the room attendant’s
cart to store guestroom keys. If no lock box is available, room keys should be kept in a
secured area – not on top of the cart – until returned to the front desk. If a room attendant
finds a room key in the hallway or public area, the front desk should be notified
immediately. The key should be returned to the front desk or placed in the lock box.
Many times, the housekeeping department handles the lost and found function.
Lost and found items should be stored in an area that is secure and has limited access.
One employee per shift should be assigned to handle the lost and found as part of his/her
job.
In large hotels, the linen room clerk may handle the lost and found procedures. In
smaller properties, the task may be delegated to the executive housekeeper or front desk
personnel. When an employee finds an item left behind by a guest, he/ she should
immediately turn it over to the lost and found. In no instance should lost and found items
be left in an unsecured spot such as on top of a room attendant’s cart.
Items should be tagged, logged, and secured after they have been turned over to
the lost and found. Tags may be numbered or used to identify the item. A log should be
used to record the date, time, where the item was found, and by whom. The log should
also have space to record if and when the item was recovered by it owner.
All lost ad found property should be kept for at least 90 days. If items are not
claimed after 90 days, it is up to the management to decide how to dispose of the items
properly. Many hotels donate unclaimed lost and found items to local charities. It is
important to ensure that the lost and found policy of the hotel complies with local laws.
Guestroom Cleaning:
Security in guestroom areas is important to maintain for the safety of the guests
and employees. Room attendants should respect guest property and should not open guest
luggage or packages, snoop in dresser drawers or closets. Some hotels even have a policy
that forbids room attendants to move guest property. In these instances, room attendants
are instructed to clean around guest objects.
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Unauthorized cooking or unsafe electrical appliances
Foul odors
Unauthorized pets
Ill guests
Large amounts of cash or valuable jewelry
When cleaning, the room attendant should always keep the door open and the cart
rolled in front of the entrance to block access from the outside. If a guest wants to enter
the room while the attendant is cleaning, the attendant should politely ask the guest
his/her name and ask to see a room key. This ensures that the room being cleaned is that
the guest’s room. If the guest does not have a key, the attendant should tell him/her to
contact the front desk. A guest should never be allowed to enter a room just to look
around. Again, the attendant should explain that this if the hotel’s policy and is enforced
for the guest’s safety and security.
A room should never be left unattended with the door open. If an employee must
leave the room while cleaning, he/she should lock the door on the way out. This
procedure should be followed even if the employee is out of the room for only a few
minutes.
After cleaning the room, all windows and sliding glass doors should be locked.
The guestroom door should also be checked to see that it is locked.
Unfortunately, guests often point the finger at the room attendant if an item comes
up missing from the guestroom.
This is just one more reason for room attendants to be considerate of guest
property and to protect the guest’s room for many possible thefts. For most part, an
employee who is alert and careful can contribute to the overall guest’s safe and trouble-
free stay.
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VIII. HOUSEKEEPING FORMS
REPORTING AND DOCUMENTATION:
The housekeeping room status report is used in conjunction with the Front Office
Room Status Information to check and confirm the most current status of all hotel guest
rooms. The fundamental objectives in verifying actual room status are:
a. To insure adequate guest service, avoid double booking and assigning of out
of order rooms.
b. Maximize room’s revenue by being able to monitor availability of rooms.
The report is completed twice each day, once in the morning and once in the
afternoon. Basically, it consists of the status of each room as reported from actual
inspection and is compiled and sent to the Front Office where it is compared to their own
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room status information. Any discrepancy is investigated and corrected by both
departments.
The AM report is most useful in assuring proper room cleaning assignments and
cleaning vacant and ready rooms for expected guest arrivals. The PM report is important
in determining exactly which rooms are available for guests checking into the hotel,
especially when the house is full.
After accomplishing the report, head houseman or head of the unit shall
acknowledge – sign the report, certifying that the tasks are indeed accomplished as stated
in the report.
With this system, housemen are more inclined to give serious attention to their
cleaning assignments because they know that their accomplishments are being monitored.
These reports shall be submitted to the Housekeeping supervisor who will use the same I
monitoring productivity of housemen and for giving constructive feedback on
unaccomplished responsibilities. It will also serve as basis for performance evaluation
during the annual performance review.
Preparing and submitting productivity report is part of the routine tasks of room
attendants. It shall be done at the end of their shift before timing out. Through this report,
the supervisor can monitor room attendant’s productivity and at the same time able to
check rooms that have not been made up, deficiency in room amenities, laundry cost,
actual consumption as compared to budget, etc. so the proper action can be undertaken.
Used to report losses and damages to room amenities in guestrooms. The cost of
said losses are billed to the account of guest. This report should reach the Front desk
clerk/Cashier upon check out of guest. If possible no guest will be allowed to go out of
the hotel until he is cleared of possible losses in the room.
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This is accomplished for the purpose of requesting the Engineering or Building
Maintenance Unit to do repair or trouble shooting of defective facilities or amenities like
TV, aircon, leaking faucet, etc. The shift engineer shall assign a technician to check and
validate the report and then submit status report to Housekeeping.
If the Engineering section cannot immediately attend to the service request, the
Requesting supervisor should be informed immediately so that he should take appropriate
action. If the defect is somewhat serious, the best action is to transfer the guest to another
room. If the defect is minor, the guest is advised to wait.
For control purposes, this form is used to record the turnover and return of keys
from one shift to another.
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IX. CLASSIFICATION OF GUESTROOMS
1. Single room – a room with a single bed, and is sold to only one person.
2. Twin room – a room with two single beds, good for two persons.
3. Double room – a room occupied by two persons with one double bed.
4. Double-double (also twin double) – a room with two double beds or two
queen beds, occupied by two or more persons.
5. Triple room – a room that can accommodate three people either in one
double bed and one roll away bed or two single beds and one roll away
bed.
6. Quadruple room – a room that can be occupied by four people. It may
have two twin beds or two double beds.
7. Family room – a room with at least one double bed, and one or more
single beds, designed to accommodate one small family.
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8. King room – a room with a king-sized bed, maybe occupied by one or two
people or one small family.
Types of Suites:
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g. Presidential suite – sometimes called the “Chairman suite” or the
“Royal suite.” This suite is understood to be the best room in the
hotel. It must be the largest room and typically has all the best
amenities and services the hotel can offer. It will always carry
the highest room rate in the hotel as well, but this suite is a very
effective upgrade.
Type of beds:
A. Bedroom Amenities:
DND Sign
Make Up Sign
Closet with at least 6 hangers
Beds:
Single bed 36” x 75”
Double bed 54” x 75”
Queen bed 60” x 80”
King bed 78” x 80”
Bed linen
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Bed skirting or flounch
Bed pad
Bed sheet
Size: allocate an allowance of 20-25 inches over bed size (on all
sides). This depends on the mattress.
Bed cover
Pillow with a pillow slip and a pillow case one per occupant two for
double and matrimonial beds
B. Bathroom Amenities:
Bathroom linen (two towels per room for one set, one towel per occupant)
Bath towel 25” x 54” 500 gm
Hand towel 18” x 33” 150 gm
Face towel 13” x 13” 60 gm
Bath mat 20” x 30” 450 gm
Hair shampoo and conditioner
Shower cap
Soap (must be sealed) one soap per occupant
Toilet tissue
Facial tissue
Garbage can, underlined with plastic liner
Laundry bag
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Pressing/ Laundry List
Morning kit (small package of toothbrush and toothpaste)
Shaving kit (contains shaver and shaving cream)
Sanitary bag
During room checking, the housekeeper checks the status of each room using the
following codes, then prepares the housekeeping room status report and endorses it in
triplicate copy. One for the Front desk, as their reference in assigning rooms, one for the
linen room and another copy left on the floor for easy mapping.
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OR – Occupied and Ready DL –Double Lock
X. GUESTROOM CLEANING
Preparing to Clean
In most properties, the room attendant’s workday begins in the linen room. The
linen room is often considered the headquarters of the housekeeping department. It is
here that the employee reports for work; receives room assignments, room status reports,
and keys; and checks out at the end of his/ her shift. Here too, the room attendant
prepares for the workday by assembling and organizing the supplies that are necessary
for cleaning.
Assembling Supplies:
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A room attendant requires a special tool to do his/her job. For the professional
room attendant, these tools come in the form of the various cleaning supplies and
equipment, linens, room accessories, and amenities that are necessary for preparing a
guest’s room.
In a sense, the room attendant cart could be regarded as a giant tool box stocked
with everything necessary to do an effective job. A well-organized and well-stoked cart is
a key to efficiency. It enables the room attendant to avoid wasting time looking for a
cleaning item or making trips back to the linen room for more supplies. The specific
amounts of items loaded onto a cart vary according to the types of rooms being cleaned,
the amenities offered by the property, and, of course, the size of the cart itself. A room
attendant’s cart is generally spacious enough to carry all supplies needed for a half-day’s
room assignments.
Carts are typically stored in the linen room along with the housekeeping supplies.
In large properties, supplies are often centralized in a particular area and issued to room
attendants each morning. Most carts have three shelves – the lower two for linen and the
top for supplies. It is just as important not to overstock a cart, as it is not to understock.
Overstocking increase the risk that some items will be damaged, soiled, or stolen in the
course of cleaning. Items typically found on a room attendant’s cart include:
In most cases, all the cleaning supplies for the guestroom and bathroom are
positioned in a hand caddy on top of the cart. This way, the room attendant does not have
to bring the entire cart into the room in order to have easy access to supplies. Items
conveniently stocked in the hand caddy include:
All-purpose cleaner
Spray window and glass cleaner
Bowl brush
Dusting solution
Cloths and sponges
Rubber gloves
A laundry bag for dirty linens is usually found at one end of the cart and a trash
bag at the other. A broom and vacuum are also positioned on either end of the cart for
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easy access. For safety and security reasons, personal items and room keys should not be
stored on the cart.
Room Assignments:
Guestroom cleaning begins the moment the room attendant approaches the
guestroom door. It is important to follow certain procedures when entering the
guestrooms that show respect for the guest’s privacy.
When approaching a guestroom, first observe whether the guest has placed a “Do
Not Disturb” sign on the door knob. Also, be sure to check that the door is not double-
locked from the inside. If either condition exists, respect the guest’s wishes and return
later to clean the room. If this is not the case, knock on the door and announce
“Housekeeping.” Never use a key to knock since it can damage the surface of the door. If
a guest answers, introduce yourself and ask what time would be convenient to clean the
room. Note the time on your room status sheet or schedule. If no answer is heard, wait a
moment, knock again, and repeat “Housekeeping.” If there is still no answer, open the
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door slightly and repeat “Housekeeping.” If the guest does not respond after this third
announcement, you can be fairly certain that the room is empty and can begin to enter.
However, just because a guest doesn’t answer, doesn’t always guarantee that a
guest is not in the room. Sometimes, the guest may be sleeping or in the bathroom. If this
is the case, you should leave quietly and close the door. Should the guest be awake,
excuse yourself, explain that you can come back later, discreetly close the door, and
proceed to the next room.
When you do finally enter, position your cart in front of the open door with the
open section facing the room. Doing so serves a triplicate purpose: it gives you easy
access to your supplies, blocks the entrance to intruders, and in the case of stayovers,
alerts returning guests of your presence. If the guest does return while you are cleaning,
offer to finish your work later. Also, make sure it is, in fact, the guest’s room, by
checking his./her room key. This is done for security purposes to prevent unauthorized
persons from entering the room.
Beginning Tasks:
Most room attendants begin their system of cleaning by airing out and tidying up
the guestroom. After entering the room, turn on all the lights. This makes the room more
cheerful, helps you se what you are doing, and allows you to check for light bulbs which
need to be replaced. Draw back the draperies and check the cords and hooks for any
damage. Open the windows so the air conditioning and heater to make sure they are
working properly and are set according to property standards.
Next take a good look at the condition of the room. Make note of any damaged or
missing items such as linens or wastebaskets. If anything of value is gone or if something
needs repair, notify your supervisor.
Remove or replace dirty ashtrays and glasses. Always make sure that cigarettes
are fully extinguished before dumping them in the appropriate container. As you replace
the ashtrays, be sure to replenish matches. Collect any service trays, dishes, bottles, or
cans that might be scattered around the room. Follow your property’s procedures for
taking care of these items properly. Some properties have room attendants set these items
neatly in the hallway and call room service for pickup. Empty trash and replace any
wastebasket liners. In occupied rooms, straighten any newspapers and magazines. Never
throw out anything in an occupied room unless it is in the wastebasket. In rooms where
the guest has checked out, visually scan the room and check the dresser drawers for
personal items, which may have been left behind. Report these items to your supervisor,
or hand them in to the lost and found depending on the hotel’s policy.
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Step 2: Check the mattress pad for stains and damage.
Step 4: Notify your supervisor if you note stains or damage to the mattress.
Step 5: Center the bottom sheet right side-up on the mattress; there should be equal
amounts of sheet hangover each side of the bed.
Step 6: Miter the bottom sheet at the upper corner of the bed.
Step 7: Miter the bottom sheet at the lower corner of the bed.
Step 8: At the head of the bed, place the second sheet on the bed, wrong side up.
Step 9: Place the blanket on top of the second sheet about 6 to 8 inches.
Step 10: Place the top sheet, two inches over the blanket, and then fold the two inches
inside the blanket to have a neat look appearance.
Step 11: Turn the second sheet over the top sheet and blanket. Tuck the sheets on the
sides.
Step 12: Miter the top sheet, second sheet and blanket at the lower corners of the bed.
Step 13: Tuck in top sheet, second sheet and blanket along the sides of the bed.
Step 14: Make sure the second sheet; blanket and top sheet are tucked in neatly along the
sides and foot of the bed.
Step 15: Center the bedspread. Make sure the seams and patterns of the spread are
straight.
Step 16: Fold the bedspread down from the head, leaving enough room to cover the
pillows.
Step 18: Place the pillows at the head of the bed and bring the bedspread over them.
Tuck in the bedspread beneath the pillows.
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Step 19: Take a moment to check the bed for smoothness both up close and from a
distance. Smooth out any wrinkles.
Dusting:
Step 1: Using a cloth sprayed with dusting solution, dust items located on walls or high
off the floor. Work clockwise around the room.
Step 2: Dust and polish mirrors. Spray glass cleaner on a clean cloth and wipe down the
mirror.
Step 3: Check the windows carefully. Clean with glass cleaner if necessary.
Step 5: Dust and polish the dresser. Open the drawers and dust the inside surfaces.
Step 6: Dust the nightstand. Start with the top surface and work your way down the sides
to the legs or base.
Step 7: Clean and dust the telephone. Check proper operation by picking up the receiver
and listening for the dial tone. Use spray disinfectant on the mouthpiece and earphone
(optional).
Step 8: Dust the top and sides of the television set and the stand it rests on.
Step 9: Clean the front of the television set with glass cleaner. Turn on the set to make
sure it works properly, and then turn it off.
Step 10: Dust any tables, beginning with top surface and working your way down to the
base and legs.
Step 11: Dust wood or chrome surfaces on chairs, beginning at the top and working your
way down the legs.
Step 12: Clean both sides of the connecting door to an adjoining guestroom, if
applicable.
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Dust both the top and underside of the closet shelf. Remove any smudges on
the surfaces.
Wipe down the closet rod.
Dust hangers and hooks.
Clean and dust both sides of the closet door.
Step 14: Wipe down light switches and clean any smudges on surrounding wall area.
Step 1: Turn on lights and fan. Replace any burned out light bulbs. Check fan for proper
operation.
Step 4: Flush the toilet. Apply all-purpose cleaner around and under the lip of the bowl.
Let it stand while you attend to other cleaning tasks.
Run some warm water into the sink. Add the correct amount of all-purpose
cleaner.
Clean the countertop area of the vanity.
Clean the sink. Remove drain trap and clean.
Clean sink fixtures. Polish dry to remove water spots.
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Wipe dry the countertop area of the vanity.
Clean mirror with glass cleaner.
Scrub the insides of the toilet and under the lip with the bowl brush. Flush.
Using cleaning solution and a cloth, clean the top of the seat, the lid, the tank,
and the outside of the bowl.
Wipe dry all the outside surfaces.
Close the lid.
Step 11: Make the final check. Visually scan all the areas of the bathroom for areas you
may have overlooked. Turn off the lights and the fan.
Step 1: Clean the baseboards. Begin in the closet area and work your way around the
room. Wipe all exposed area of the baseboard to remove surface dust and dirt.
Step 2: Take a vacuum sweeper or broom to sweep large dirt. Sweep also sides of the
room and under furnitures to where vacuum cannot reach. This way the dirt that cannot
be reached by the vacuum will be picked up immediately and/or center the dirt so to
possibly reach by the vacuum.
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Step 3: Take the vacuum to the farthest corner in the guestroom. Begin vacuuming. Take
care not to bump furnitures or even dragging the vacuum over its cord. Vacuum side to
side.
Step 4: Vacuum your way back to the door; cover all exposed areas of the carpet you can
reach including under tables and chairs, behind the door, and in the closet.
Step 5: Close windows and turn off lights along the way.
Final Check:
The final check is a critical step in guestroom cleaning. It makes the difference
between just cleaning the room and doing a professional job.
After reloading your vacuum and cleaning supplies on your cart, take a few
moments to give the room a careful look from the guest’s perspective, Start at one point
from one point in the room and trail your eyes in a circular fashion from one corner to the
next until you have visually inspected each item. By doing so, you may discover
something you overlooked or that was difficult to spot on the first cleaning.
Make sure that all the furnishings are back in their proper places. Look for little
things like making sure the lampshades are straight and their seams are turned toward the
back. Smell the air for any unusual odors. If you detect any unpleasant smells, report
them to your supervisor. Spray air freshener if needed. Remember that your last look is
the guest’s first impression. When you are satisfied that the guestroom is neat and
thoroughly cleaned, turn off the lights, close the door, and check to see that it is locked.
Note the condition and status of the room on your assignment sheet, and proceed to the
next room on your schedule.
Turndown Service:
Step 1: See procedure for entering the guestroom. When announcing your presence,
substitute “Turndown Service” for “Housekeeping.”
Step 2: Remove any guest items from the bed. Set neatly aside on the dresser or a chair.
Step 3: Pull back the bedspread so 15 to 18 inches hangs over the foot of the bed. Bring
this slack part of the spread back over the fold so the fabric faces right side-up.
For a bed sleeping one guest, turn down the sheets on one side only, usually the
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side near the night stand or phone.
For a bed sleeping two, turn down the sheets on both sides.
Step 5: Place the amenity on the pillow. For beds sleeping two, be sure to leave amenity
on both pillows.
Step 11: Remove dirty linen in bathroom. Restock with fresh linen.
Step 12: Straighten and wipe down vanity area. Dry and polish fixtures.
Step 13: Straighten and wipe down tub area if necessary. Dry and polish fixtures.
Step 14: Check toilet and facial tissue supply. Replenish if necessary.
Step 17: Turn radio to recommended easy listening station. Adjust to a low volume.
Step 18: Visually scan the guestroom, beginning at one point in the room and working
your way back to the beginning point. Attend to any turndown task you may have
overlooked.
Step 19: Leave the room and close the door. Check to be sure it is locked.
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XI. LINEN AND LAUNDRY SERVICE
The linen and laundry section is responsible for the processing of all requests for
laundry service, including guest’s laundry and employee uniforms.
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Steam Presser - performs steam pressing.
Dry Cleaner-spotter - assigned to do dry cleaning and spot removal.
Seamstress - does mending of guest laundry or employees uniforms.
Basic Function:
Directs, leads, monitors and controls all activities covering linen and laundry
service.
Checks quality of laundry service; ensures that laundry standards are complied
with and that garments are protected from damages.
Ensures the proper use, storage, and maintenance of linen and laundry equipment,
tools and supplies.
Checks equipment regularly for their condition. Looks after their preventive
maintenance through periodic cleaning and repair when necessary.
Checks and maintains par stock requirements. Makes requisition whenever
needed.
Initiates and supervises weekly inventory of laundry supplies and other items
allocated to his unit. Reports losses and damages and takes corrective action
against reckless use of equipment.
Sees to it that laundered items are delivered on time.
Trains, coaches and supervises his staff.
Conducts performance evaluation of his subordinates; conducts appraisal
interview.
Attends to complaints regarding linen and laundry service.
Performs other related duties as maybe assigned by superior.
Basic Function:
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Reports to the Supervisor missing articles, losses, breakages and damaged items
in the linen room.
Assists the supervisor in conducting inventories of linen, general supplies and
uniforms.
Responsible for the proper arrangement and storage of linen, uniforms and
general supplies in the linen room.
Performs side duties like mending, repair of uniforms and baby-sitting.
Receives all surrendered linen items; checks if they are complete and in good
condition; endorses soiled linens to laundry section for laundry.
Performs other related duties as may be assigned by superior.
Valet Runner
Basic Function:
Responsible for pick up and delivery of laundry items of guests and those for
house use.
Picks up guests’ items for laundry and endorses them to sorter/marker for proper
classification.
Checks laundry items for possible damages and immediately informs guests about
it. Also indicates noted damages in the endorsement record.
Informs the sorter/marker about the special instructions of guests regarding the
latter’s laundry items.
Helps in sorting finished laundry items that are ready for delivery.
Delivers processed guests’ laundry making reference to tag number and room
number and makes sure these items are delivered on time.
Coordinates with the rooms keeping supervisor for the delivery of all processed
items when guests are not in their rooms.
Informs the laundry office of his whereabouts in case there is any call for pick up
and immediate delivery.
Coordinates with front office/housekeeping regarding information on room
changes to avoid wrong delivery.
Helps in keeping the laundry area clean.
Performs other related duties as may be assigned by his/her superior.
Basic Function:
Performs ironing of linen items in the flatwork machine following the standard
procedures.
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Duties and Responsibilities:
Sorts all items by classification before running them through the machine.
Performs pressing and ironing, straightens edges and smoothly presses wrinkles;
starts and stops machine according to prescribed procedures.
Inspects and sorts out stains and damaged linens. Refers them to supervisor for
proper action.
Folds duly accomplished items; counts and classifies them.
Prepares and keeps records of accomplishments.
Cleans work areas and machine.
Reports malfunction of machine to superior.
Performs other related duties as maybe assigned by supervisor from time to time.
Washer (Guest Items)
Basic Function:
Attends the washing and extracting, drying of all guests laundry and FOC (free of
charge) items.
Washer (Linens)
Basic Function:
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Attends to the washing, extracting and drying of all housekeeping linens such as
towels, bed sheets, pillow slips and pillow cases, etc., and also linen used for dining and
banquet functions.
Sorts all dirty linens and towels brought into the laundry section.
Sorts all dirty linens like tablecloths, napkins and cocktail napkins received from
different food outlets.
Loads items into the washing machine and performs washing in accordance with
standard washing procedures.
Unloads extracted items and forwards them either mangling or pressing section.
Performs daily cleaning of his area and the machine he is operating.
Performs other related duties as maybe assigned by his/her superior.
Seamstress
Basic Function:
Performs sewing or mending of guest room linens as well as those used for
banquet and food service operations.
Response for mending and repair of guest garments as well as uniforms and linens
for house use.
Mends and repairs torn or damaged curtains, bed cover, skirting of guest rooms.
Maintains the cleanliness and condition of the sewing machine.
Reports to the supervisor any malfunctioning of the sewing equipment.
Maintains a stock of sewing kit and looks after their safekeeping.
Assisting linen attendant in the issuance of guest room linens and banquet linen
during peak season.
Performs other related duties as maybe assigned by his/ her superior.
Guest shall fill up the laundry list and may request for pick-up either through the
Housekeeping or Laundry office guest phone, through the Front desk or any room
supervisor or room attendant.
If the pick-up request is coursed through the laundry clerk, the latter logs down the
guest’s instructions for the processing of items and calls the linen attendant, valet
runner or room boy for eh pick-up of the linen.
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The laundry list and laundry items are picked up by concerned staff.
Upon pick-up of the laundry items, the attending staff checks items on the list in front
of the guest if he is around. If the guest is not around, he checks it in the presence of a
floor guard or room boy/ supervisor who will be serving as witness for damages or
valuables.
If stains or damage are found in the item, the valet runner or room attendant who
picks up the laundry will fill up the guest notification form to notify the guest of noted
damage or any discrepancy. This notification is brought to the guest by the room boy or
bellboy. The guest shall acknowledge receipt of said notification by signing his name.
If the item is not suited for the requested processing method (dry cleaning,
washing, etc.), the guest is also notified thru the same notification form, indicating
therein the recommended method in processing the item.
Items for washing are endorsed to washer for processing. Upon receipt of the
items, the washer shall count and double check items against the laundry list; sort
and classify them, then place the appropriate tag.
– If the item is for dry cleaning (color code it with blue tag)
– If the item is for machine-washing, (color code it with pink tag)
If the item is to be hand washed, washer should hand wash with care.
After washing the laundry items, the washer endorses the finished items to the other
laundry staff (i.e. ironer or presser) for further processing.
If the items is for other forms of processing, it is endorsed to other laundry staff,
namely:
– The attending staff shall double check each items upon receiving them, and takes
note of discrepancies in quantity and damaged parts.
If the item needs no further processing, it is placed inside the pigeon box (if any)
according to tag.
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If the item is ready for delivery, the linen attendant or valet runner sorts them against
the laundry list, collects altogether laundry items of each guest in a garment bag,
attaches the laundry list to the bag and endorses it to the presser or linen attendant.
If the guest is on cash basis, laundry clerk, prepares a voucher to be attached to the
item for billing. Payment must be made upon delivery of the items.
The processed items will now be delivered to the guest. If the guest is around, he is
asked to sign in the delivery logbook for acknowledgement. Then the bill is presented
to him for settlement.
If the room is on “Do Not Disturb” sign and said item is on special service, a
notification is placed in the guest’s room through the door, (another copy to the front
office) notifying him that an attempt to deliver his laundry was made while he is on
DND.
Undelivered linens brought back to the laundry area to be redelivered upon the
arrival of guest.
Flush – the linen is wet to dissolve water-soluble soil and to reduce soil load in the
following suds steps. Always flush at high-water level and medium-temperature
water.
– Time: 1 to 3 minutes
Suds – involves actual washing step, where detergent is added to the wheel, low-
water level and hot water is used.
– Time: 5to 8 minutes
Bleach – elimination of stains that could be removed by the detergent. This is done
using chlorinated bleach added to the wheel. Usually low-water level and hot water is
used.
– Time: 5 to 8 minutes
Rinse – rids the linen of detergent and soil. Usually 3 to 5 steps are utilized at high-
water level temperature usually dripping with subsequent rinses.
– Time: 1 to 3 minutes
Sour and soft step – is the final conditioning of the linen using fabric softener and
sour (wild acid). This id performed at low-water level, medium temperature water.
– Time: 3 to 5 minutes
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Extract – processing of reducing the moisture content of linen by 50% (100 lbs. dry
weight); linen will retail 50 lbs water after extraction.
– Time: 1 to 12 minutes
Break – performed before the suds step. Low-water level; medium to hot water, with
a highly-alkaline-break product is added to break loose soils.
– Time: 3 to 7 minutes.
Interdictor extract – this process spins soil-laden detergent solution out of linen. A
high-speed is used, usually after the first rinse step. This process reduces the required
number of deep-water rinses.
– Time: 30 seconds to 2 minutes
Flooring materials that do not “give” to any degree underfoot. Their hardness
ensures their durability. Dents are not a problem with these types of floors. However, the
hardness of these types of floors is also a major drawback. They are extremely tiring to
those who must stand on them for any length of time.
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a. Brick
b. Ceramic and Terra Cotta Tiles
c. Concrete
d. Stone Floors
e. Terrazzo
a. Brick
Brick is not commonly used as a flooring material for interiors, except to convey
a rustic theme. Brick floors are normally left in their natural unglazed state and color, but
they can be sealed and finished for some interior applications.
Unglazed bricks are highly porous material, and they provide a highly durable,
fairly slip-resistant floor, but the mortar between the bricks can deteriorate rapidly if it is
not properly maintained.
Deteriorating mortar and loose bricks can quickly become a serious hazard for
slip-fall accidents.
Another caution is not to use bricks where there may be grease spills. Since an
unglazed brick is very porous, spilled grease and oil will be absorbed into the brick and
will be very hard to remove. If the floor then becomes wet, the surface of the brick will
have this oil and water mixture, making for a very slippery surface.
Cleaning Procedures:
Brick floors create special problems in cleaning. If the bricks are the specially-
made type of slip-resistant brick, they will cause cotton mop heads to fray. Also,
unglazed bricks tend to become very dusty.
The best approach to cleaning a brick floor is to vacuum it with a brush and, when
mopping, use a bristle brush in combination with a wet/dry vacuum.
Like brick, ceramic and terra cotta tiles are made from clay that s fired in a kiln.
However, ceramic tile differs from brick in that a coating is applied to one side of the tile
and the tile is then fired in a kiln, creating a surface that is almost totally impervious to
soil and liquids.
Ceramic tile comes in a multitude of colors and can have either a matte or glossy
surface. Care must be taken when selecting ceramic tile because certain solid colors will
show dirt quite easily. Ceramic tile also appears on walls and countertops, as well as on
interior and exterior floors.
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Terra cotta tiles, typically six inches square, resemble bricks because they are left
in their natural color, and they do not have the glaze coat that is commonly applied to
ceramic tile. The color of terra cotta is traditionally a reddish-brown. One variety of terra
cotta is often used in kitchen floor application because it is marked with a rough surface
that makes it slip resistant in greasy conditions.
Cleaning Procedures:
The tiles must be cleaned frequently to remove dust and grit that could damage
the glaze on the tile. Cleaning procedures might include dust mopping, damp mopping,
and light scrubbing when needed. Cotton mop heads should not be used on tiles that
contain slip-resistant surfaces, because these surfaces will quickly shred a traditional mop
head. Scrubbing should be done with brushes and the water should be picked up with a
wet/ dry vacuum.
c. Concrete
The concrete floor is employed for its utility, not for its attractiveness or its
resiliency. A concrete floor is composed of cement, rocks, and sand, to which is water is
added to initiate a chemical reaction that changes the ingredients into a stone like
material.
Cleaning Procedures:
The cleaning procedures that may be used on a concrete floor range from a daily
dust mopping, to a damp mopping, to heavy scrubbing to remove grease and soils. Since
concrete, and especially unsealed concrete, is so porous, an immediate effort must be
made to clean up spilled liquids before they are absorbed into the concrete and cause
unsightly stains.
d. Stone Floors
Natural stone flooring may look impervious to the elements, but it is decidedly
not as resistant to damage as it looks. Acids and moisture can have disastrous effects on
natural stone. Some acids are present naturally in the stone, but even the acid from spilled
orange juice can have a deleterious effect on stone floors, causing pitting, cracking, and
spalling. These floors need to have moisture-permeable sealers applied so moisture and
acids do not build up under the sealer and destroy the floor’s surface. Oils and grease can
permanently stain untreated stone floors because these floors are extremely porous.
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Cleaning Procedures:
To prevent the staining of stone floors, the dust mops should be free of all oil-
based dusting compounds. Dusting should be carried out on a daily basis because grit,
sand, and other abrasives that are tracked onto a stone floor will quickly mar the floor’s
finish.
e. Terrazzo
A terrazzo floor is a mosaic flooring composed of Portland cement that has been
embedded with marble and/or granite chips.
The chips used in terrazzo floor can differ both in sizes and color, creating a
variety of colorful and attractive floors.
With proper care, a terrazzo floor will hold its original luster and will last
indefinitely. What destroys most terrazzo is not use, but improper maintenance.
Cleaning Procedures:
Terrazzo should be dusted daily to remove harmful grit and sand that can wear
down the surface, but dust mops should not be treated with oil dressings because oil is the
archenemy of a terrazzo floor. Once oil or grease penetrates a terrazzo floor, it is virtually
impossible to remove.
Steel wool should not be used on the surface of a terrazzo because the steel wool
may put rust stains on the marble chips.
When selecting detergents and cleaners for terrazzo floors, stay away from acid
cleaners, abrasives and scrubbing powders, and preparations that have an alkalinity above
pH 10. Always rinse a freshly scrubbed floor and do not allow water or cleaners to
remain on the floor surface.
B. Resilient Floors
Resilient floors have various degrees of “give” to their surfaces. When dented, a
resilient floor will eventually rebound wholly or partially to its origin form. They are
called resilient because they are elastic and buoyant underfoot. They are also non porous.
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a. Asphalt Tile
b. Cork
c. Linoleum
d. Rubber
e. Vinyl
f. Wood
g. Carpet
a. Asphalt Tile
Asphalt tile is one of the lowest-cost resilient floor coverings available, and it is
quite durable under most normal conditions. It will, however, become brittle when
exposed to prolonged periods of low temperature and will also dent when heavy objects
are present on its surface, particularly when the ambient temperature is above 80 0
Fahrenheit.
Asphalt tile is also fire resistant, in fact, it is one of the most mar resistant of all
floorings in regard to cigarette burns.
Cleaning Procedures:
Dust mopping, damp mopping, and scrubbing will maintain and preserve the
asphalt floor. One important item to remember, wet mopping is to never let water stand
for any length of time on an asphalt tile floor. Standing water will attack the adhesive
cement and will cause tiles to curl and loosen.
b. Cork Tile
Cork tile is made from the outer bark of cork oak trees grown in Spain and
Portugal. The cork is ground into large granules, mixed with synthetic resins, and pressed
into sheets, which are then cut into tiles. Contemporary cork tiles for floors usually have
a top layer of clear vinyl applied to them. This vinyl layer protects the cork from staining
and wear.
Cork tiles traditionally have had limited application in industrial or institutional
settings. One reason is that cork is susceptible to staining because it is one of the most
porous of all floor coverings. Another limitation is that it is not durable; it is highly
susceptible to abrasion. Cinders, sand, and gravel tracked on to a cork floor will severely
shorten its life span. Finally, it is expensive. Cork rivals ceramic tiles in cost and does not
have nearly the useful life of ceramic tile.
c. Linoleum
In modern buildings, the use of vinyl has replaced linoleum, but on occasion,
linoleum floors can still be found in older facilities. Linoleum was once so pervasive that
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many still use the term linoleum to indicate any continuous flooring material, such as
solid vinyl flooring.
Linoleum was composed of oxidized linseed oil, resins, embedded cork, and
wood flour with pigments pressed on a backing.
The negative aspects of linoleum was that it is highly susceptible to water. The
linoleum would absorb water and would then soften, causing it to lose its abrasion
resistance and become more susceptible to indentation. Even high humidity would have a
negative effect upon this material.
Cleaning Procedures:
Frequent dusting is essential to the preservation of linoleum. The flooring can also
be dry mopped using a pH neutral cleaner. Harsh abrasives and scouring powders should
be avoided and water or detergent solutions should not be left in contact with the floor for
any length of time.
When the floor is mopped, it should be allowed to dry completely before foot
traffic is allowed upon it.
d. Rubber Floors
All modern rubber floors are made from synthetic rubber, such as styrene
butadiene rubber (SBR). Rubber tiles are cured or vulcanized by the application of heat.
Rubber floors are nonporous, waterproof surfaces. One major advantage is that they are
quite resilient and will remain resilient over a considerable temperature range.
Rubber tiles often have knobs n the surface or will have a tread pattern to improve
traction, especially if liquids are frequently spilled on the surface.
Cleaning Procedures:
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Rubber floors are fairly easy to maintain. Daily dust mopping and an occasional
damp mopping are all that is needed to maintain the floor.
e. Vinyl Floors
There are several types of vinyl floorings and tiles. The major varieties include
vinyl asbestos tiles, vinyl composition tiles, homogeneous or flexible vinyl tiles, and
laminated vinyl flooring.
Vinyl asbestos tiles are no longer made and have been removed from numerous
commercial and residential settings because the asbestos in the tile is a known
carcinogen. Improper cleaning of vinyl asbestos tile can release deadly asbestos fibers
into the air and present a very real health hazard.
In addition to the vinyl resins, vinyl composition tiles contain mineral fillers such
as asphalt and pigments. Homogeneous vinyl tiles may either be flexible or solid, and it
has become the preferred standard for resilient tile flooring. It is practically unaffected by
moisture, oils, and chemical solvents.
Cleaning Procedures:
Modern homogeneous vinyl needs only to be dusted and damp mopped to restore
its luster. Daily dusting to remove sand and grit is extremely important to the care of
vinyl because most types will scratch under heavy foot traffic. Some tiles are specially
treated with a scratch resistant seat that is applied at the factory.
f. Wood Floors
There is nothing quite as attractive as the warmth and richness of wood floors.
Most hardwood floors are made from oak, but other popular woods include ash, beech,
birch, hickory, maple, teak, and walnut. In addition to its attractiveness, hardwood floors
are extremely durable if they are properly finished and maintained.
Unfinished wood floors will quickly deteriorate under even light use, as wood is
an extremely porous material. Unfinished woods are susceptible to dirt lodging in the
grains, splintering of the wood fibers, abrasions caused by normal foot traffic, and of
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course, moisture, the bane of wood floors. Too much moisture will cause a wood floor to
warp, while too little humidity will cause wood floors to shrink and crack.
To help forestall damage, most wood floors made today receive factory applied
finish. In some instances the wood is heated to open the pores of the wood. Tung oil and
carnuba wax are then applied to seal the wood.
Cleaning Procedures:
Preventive maintenance is the key to attractive and durable wood floors. One of
the best prevention techniques is to use walk-off mats at exterior entrances and use rugs
and carpet runners in high-traffic areas.
Wood floors should be dusted, but do not use an oily dust mop on wood floor.
The oil from the mop head may darken or stain the floor. Water is one of the most
deleterious substances to a wood floor, consequently, it should not be used to clean most
wood floors. Dusting, vacuuming, buffing, and, on limited occasion, a light damp
mopping is all that is necessary to maintain a wood floor on a daily basis.
g. Carpet Floors
Carpet offers a number of benefits over hard and resilient flooring materials.
Carpet prevents slipping; it provides an additional source of insulation, it has acoustical
properties that can effectively lower noise levels; and it is the most resilient of all floor
coverings, which is a major benefit to individuals who must remain on their feet for
extended periods.
Carpet Components:
a. Pile
b. Primary Backing
c. Secondary Backing
d. Padding
a. Pile
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Pile is the yarn that we see and can readily touch. The fibers can either be
synthetic or natural in composition.
a. Pile density; the greater the density of pile, the better the carpet. Carpet
with greater pile density hold their shape longer and are more resistant to
dirt and stains. One common test of density is to bend a piece of carpet,
and if the backing can readily be seen, the carpet is of an inferior quality.
b. Face weight; is the weight of the carpet’s surface fibers in ounces or grams
per square yard. The greater the face weight, the higher the quality.
c. Height of the pile; longer fibers are better than shorter fibers.
d. Amount of twist the pile fibers have receives; the tighter the twist, the
better the carpet.
b. Backing
The backing is on the underside of the carpet; it secures the tufts of pile and gives
additional strength and stability to the carpet. Most carpets have a double backing, a
primary backing to which the yarn is attached and an outer backing called the secondary
backing. A layer of latex adhesive is sandwiched between the two layers to seal the pile
tufts to the primary backing.
Types of Backing:
c. Padding
Padding can be placed under carpet to provide extra insulation, deaden sound, add
comfort, and extend the life of the carpet by serving as a “shock absorber.”
Types of Padding:
a. Foam rubber
b. Urethane foam
c. Natural materials such as jute and hair blends.
Sizes of Carpets:
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a. Broadloom carpets – 12 feet in width, but can be ordered up to 15 feet in
width.
b. Carpet runners – 2 feet to 9 feet in width.
c. Carpet squares or tiles – 18 square inches.
Carpet Construction:
Carpet Maintenance:
The most frequent activity, which should occur on a continual basis. Carpets need
to be inspected for spills and stains, which are far easier to remove if they are treated
before they have a chance to set.
Prevention includes the use of mats to absorb dirt and spills around food
preparation areas and the use of grates, track-off mats, and carpet runners to absorb dirt
and grit and control wear at entrances and in high-foot-traffic locations.
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Interim cleaning methods include carpet sweeping, vacuuming, bonnet cleaning,
and spot stain removal.
Interim carpet care is absolutely necessary to remove gritty soil and spots before
these elements become embedded in the carpet, causing the pile to wear prematurely.
Interim cleaning methods do not remove the gummy, sticky residues and the dry
particulates that have become stuck to them. Deep cleaning methods must be employed to
restore the carpet to a near original condition.
a. Water extraction
b. Dry foam
c. Dry powder
d. Rotary shampoo
d. Spot Cleaning
Spot and spills call for immediate action. If allowed to set, many substances can
permanently stain a carpet, especially one that is made of nylon or wool.
Carpet Problems:
a. Pile distortion
b. Shading
c. Fading
d. Wicking
e. Mildew
f. Shedding / pilling
a. Pile Distortion:
A general term for a number of problems with the carpet’s face fibers. Fibers can
become twisted, pilled, crushed, or flared and matted. Pile distortion occurs when the
carpet receives heavy foot or equipment traffic. Improper cleaning methods can also
cause pile distortion.
b. Shading:
Shading occurs when the pile in a carpet is brushed in two different directions so
that dark and light areas appear. Shading is normal feature of almost all
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carpets/Vacuuming or pile lifting the carpet in one direction can help to reduce a shading
problem, but will probably not eliminate it.
c. Fading:
Every carpet will fade with time. Sunlight, wear, cleaning, and natural aging can
combine to accelerate color loss. Premature fading may occur if the carpet is improperly
cleaned. Improper cleaning or spot removal can actually do more damage than some
permanent stains. Always pretests carpets before using aggressive spot-removal
techniques.
d. Wicking:
Wicking (sometimes called browning) occurs when the backing of the carpet
becomes wet and the face yarns draw or wick the moisture and color of the backing to the
surface of the carpet. Wicking can often be prevented by promptly attending to spills and
by following proper cleaning procedures that avoid over wetting the carpet.
e. Mildew:
Mildew forms when moisture allows molds in the carpet to grow. Mildew can
cause staining, odor, and rotting. Natural fibers are especially prone to mildew, but all
carpets should be kept dry and/or treated with an antibacterial to prevent the problem.
Proper cleaning procedures that avoid over wetting the carpet can help prevent mildew
from forming.
f. Shedding / Pilling:
Short pieces of face fibers are often trapped in the carpet when it is manufactured.
As the new carpet is walked upon, these pieces work themselves to the surface of the
carpet and can make a new carpet look littered and unkempt. Shedding will eventually
top. In the meantime, frequent vacuuming will prevent the carpet from looking littered.
Pilling, often the result of cleaning can be removed by heavy vacuuming or by gently
cutting loose fibers from the carpet with scissors.
a. Emphasis
b. Balance
c. Proportion and Scale
d. Rhythm
e. Harmony
f. Unity
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a. Emphasis:
The purpose of the focal flowers is to draw visually all elements of the design to a
single location, the center of interest. An accent will exist whenever contrast is
present in a design. This contrast may be in the form of flower sizes, colors, textures,
or shapes. The most striking contrast in a design is created by use of brightly colored
flowers at the center of interest, with less vibrant tones or tints used as the flowers
approach the perimeter of the design.
b. Balance:
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Flowers are arranged from the back of the container toward the front and sides.
Depth and visual balance are created in the design when the rear flower stems tip
backward slightly, and the focal flower is placed well in front of the lip of the
container. Flower heights are gradually lowered, as each flower is placed closer to the
front of the arrangement. Balance is maintained by grading flowers by color, texture,
size and spacing. This gives the arrangement a feeling of depth and support.
A floral arrangement appears best when all the component flowers are related in
size, color, texture, and shape. The scale of a design is dictated by the size of
arrangement and its relationship to its surroundings. Proportion in an arrangement is
accomplished by scaling flowers toward the focal point. This means that the smallest
buds are placed farthest from the visual center of the design. The flowers are then
graduated in size by the placement of increasingly larger flowers in the arrangement
until the center of interest is reached.
An arrangement that would exceed these height limitations would be one where
very visually lightweight foliage and flowers are used. Balance and proportion are
easily maintained in a tall, delicate-appealing design. A horizontal style design will
have its primary axis running along its width. The height of this type of design would
be drastically reduced from the designated rules.
d. Rhythm:
Rhythm is the apparent flow of lines, textures, or colors that expresses a feeling of
motion rather than confusion in an arrangement. Motion is created most easily in a
design having a curved line. Here, the viewer is attracted gently from the top of the
arrangement along the curving elements of line or texture or color through to its focal
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point, the center of interest. Rhythm may be achieved in several ways – through
opposition, repetition, or transition.
When flowers having the same color, texture, or form are placed at opposing
points away from the focal point, the center of interest is emphasized. These opposing
flowers create a balance in the design that naturally leads the eye from one point,
through the focal area, and on to the other side of the design. This eye movement is
the result of the visual motion within the design.
The repetition of the same flower types throughout an arrangement ties all the
parts into a single unit. The viewer will see the entire design through a repeated use of
the same colors, textures, or flower shapes. When flowers are placed with their stems
originating at the focal point, they will appear to radiate from the center of the design.
This radiation from a single point will create an emphasis at the center of interest and
will provide a visual movement as well.
A transition in color and texture or the gradation of scaled flower sizes can also be
used to create motion in a design. The darkest or brightest color may be placed at the
focal point. From the center to the outer edges of the arrangement, the intensity or
tone of the color is graded to be more subdued. A similar use of texture-quality
transition will be effective in creating motion within the design that leads the eye to
the center of interest in the arrangement.
e. Harmony:
When an arrangement possesses harmony, all the design parts will fit together
into a pleasing composition of flower shapes, colors, textures, and sizes. This could
be interpreted to mean that the idea or theme of the design has been successfully
created. In order for harmony to be achieved all the component parts of the design
must be in an appealing relationship.
f. Unity:
Unity is created when all the design parts blend together without a noticeable
separation. Although each flower or area of the arrangement may be distinctive, all
elements must visually blend together. Unity is best achieved by repeating related
flower types, colors, and textures throughout the design. This helps to pull the
components together with the focal point as the center of interest. When one color or
type of flower is used only at the perimeter of the arrangement and another at the
center, the viewer of the design will feel a lack of unity.
a. Line
b. Form
c. Texture
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d. Pattern
e. Color
f. Space
a. Line:
Line in a flower arrangement is the visual path the eye travel as it passes through
the arrangement. The line establishes the skeleton of the design particularly when
linear flowers or foliages are used. This element produces the underlying framework
of the arrangement that holds the composition together.
b. Form:
The flowers, foliages and containers used in flower arrangements have various
shapes or forms. Flower and foliage shapes add a visual quality that is important in
developing harmony, creating rhythm and establishing a focal point. Form is also
expressed by the geometric shape that creates the outline of the design.
c. Texture:
d. Pattern:
Patterns are different kinds – intricate, bold, open, dense, regular, and irregular.
The pattern of the materials often identifies the style, as traditional, modern, oriental,
or naturalistic.
e. Color:
Probably the most important factor in the compatibility of materials is their color,
because color commands the most attention, causes the strongest reaction, and often
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accounts for success or failure.
.
f. Space:
Thus two factors – size and decorative qualities – determine the suitability of a
container to a design. As the first requirement is to hold materials, it must have an
opening adequate for a number of stems and a quantity of flowers and foliage as well as
enough water to sustain them. Arrangement and container must be in proportion, the
container neither so large that it overpowers the arrangement nor so small that the design
dwarfs the vase. A container must be sturdy enough to balance the weight and breadth of
a quantity of material.
Compatibility also depends on similarity of style and shape, container and design
correspondingly traditional, modern, naturalistic, or oriental. The color, texture, and style
of a container should be in keeping with the setting or mood of an occasion, and have the
same degree of elegance or informality, the same air of gaiety or restraint.
In collecting containers, be guided also by the dimensions and shape of the area
and furniture that will be use for their display and for the type of arrangements to make.
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