I.

OVERVIEW OF HOSPITALITY INDUSTRY

Hospitality Industry

Hospitality is the cordial and generous reception and entertainment of guests or

strangers, either socially or commercially. The Hospitality Industry is comprised of those
businesses, which practice the act of being hospitable; those businesses which are
characterized by generosity and friendliness to guests.

A. Characteristics of Hospitality Industry

a. Inseparability
b. Perishability
c. Labor-intensive
d. Repetitive
e. Intangibility

B. Components of Hospitality Industry

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.

C. Brief History on the Development of Lodging Industry

• Can be traced back to the civilizations of Sumeria, Ancient Egypt, Ancient

Greece, Rome and Biblical Times.

• Two possible explanations why people in ancient times felt required to be

hospitable: they felt that hospitality to strangers were necessary to their
religious well-being and having superstitious belief.

• The more logical in our modern thinking explains that providing

hospitality was a result of a “give and take” philosophy.

• 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.

• Journey segment is the maximum reasonable distance traveled in one day

along trade and caravan routes. At these journey segments, lodging
facilities became a need. They were called relay houses in China, khans in
Persia, and tabernas in Rome.

• Innovations began to emerge as the history of lodging unfolds. At some

point, innkeepers began to incorporate food and beverage service in their
operations.

• Another development was the Roman network of roads that crisscrossed

Europe and parts of Asia and Africa. These roads provided fast and safe
routes for travelers.

• The concept of hospitality was changed in 1282 in Florence, Italy. The

innkeepers created a guild or associations that formed hospitality into
business.

• The industrial revolution of the mid-1700s created new modes of

transportation that further changed the way people traveled.

• 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.

• It is a significant milestone in the evolution of lodging because its sole

purpose was to house guests. All the previous inns were homes first and
lodging facilities second.

• 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.

• Amenities offered by the Tremont House include in-room water pitchers

and free soap that was considered revolutionary.

D. Classification of Hotels

1. According to Size:

a. Small Scale (under 150 rooms)

b. Medium Scale (150 to 299 rooms)
c. Large Scale (300 and above)

2. According to Target Market:

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

4. According to Type of Ownership and Affiliation

a. Owner-operated
b. Owner-managed
c. Independent
d. Franchised
e. Management-contract

5. Reasons for Traveling

a. Business Travel
b. Pleasure Travel
c. Group Travel
d. Buying Influences

6. According to Quality Ranking

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

Are those ends an organization must achieve to effectively carry out

its mission. An objective is more specific than a mission; it calls for levels
of achievement, which can be observed and measured.

Goals

Define the purpose of a department or division; they direct the

actions of managers and employees and the functions of the department or
division towards fulfilling the hotel’s mission.

Strategies

Are the methods a department or division plans to use to achieve

its goals.

Organizational Chart

A schematic representation of the relationships between positions

within the organization. It shows where each position fits in the overall
organization as well as where divisions of responsibility and lines of
authority lie. Solid lines on the chart indicate direct-line accountability.
Dotted lines indicate relationships that involve a high degree of
cooperation and communication, but not direct reporting relationship.

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F. Classification of Functional Areas:

1. Revenue vs. Support Centers

a. Revenue Centers - those that sells goods or services to guests, thereby

generating revenue for the hotel (front office, food and
beverage outlets, room service and retail stores).

b. Support Centers - these do not generate direct revenue, but provide

important backing for the hotel’s revenue centers
(housekeeping, accounting, engineering and maintenance,
and human resources division).

2. Front-of-the-house vs. Back-of-the-house

a. Front-of-the-house - areas that involves guest and employee

interaction (front office, restaurants, and lounges).

b. Back-of-the-house - areas where interaction between guests and

employees is less common (housekeeping, engineering and
maintenance, accounting, and human resources).

G. Hotel Divisions:

• Food and Beverage Division

• Sales and Marketing Division
• Accounting Division
• Engineering and Maintenance
• Security Division
• Human Resource Division
• Rooms Division
• Front Office
• Housekeeping
• Other Divisions:
• Retail Outlets
• Recreation
• Casino

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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.

Housekeeper – one who is responsible for administering housekeeping maintenance,

insuring that everything is on order and that all occupants are made
comfortable, safe and protected from disease-causing bacteria.

A. Types of Housekeeping:

1. Domestic Housekeeping – refers to housekeeping maintenance in a house. Areas

covered by domestic housekeeping: bedroom,
living room, entertainment room, kitchen, comfort
room and others that consist of a convenient
house.

2. Institutional Housekeeping – applies to housekeeping maintenance in commercial

lodging establishments like hotels, resorts, inns, and
apartels.

Institutional Housekeeping usually covers the following areas:

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

B. Scope of Housekeeping Maintenance:

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:

1. To provide a clean, safe and comfortable environment, which gives a feeling of

security and reassurance to guests.
2. To conform to sanitation requirements of health laws.
3. To protect and maintain the original beauty of the building finishes, fabrics and
furnishings.
4. To extend friendly and courteous service to all guests and to all staff members of
the hotel.
5. To operate with a conscious and cooperative effort towards the company.
6. To train staff members of the hotel in housekeeping services.

D. Major Responsibilities of Housekeeping Department:

1. Maintaining of guestrooms on a high standard of cleanliness.

2. Reporting any repairs needed and seeing that these repairs are made as promptly
as possible.
3. Being alert to safety hazards and eliminating the condition, which could cause
injury to the guest.
4. Practicing sanitation methods, which fulfill health law requirements and
furnishing protection for the guests.
5. Disposing of trash neatly and safely.
6. Keeping all public areas clean and inviting.
7. Coordinating pest control services.
8. Furnishing adequate supplies of linens, uniforms, cleaning aids and printed
materials.
9. Making sure that services and employees areas are kept clean and orderly.
10. Keeping all corridors clean, safe, and free from obstruction.
11. Cleaning light fixtures and using right wattages.
12. Properly using and maintaining all equipment needed.
13. Practicing cleaning methods that help retain the original beauty of the hotel.
14. Providing records that are necessary for efficient operation.
15. Promoting business for the hotel through courteous service to the guest.
16. Controlling expenses to assist the hotel in operating profitably.
17. Keeping all office areas neat, clean and inviting.
18. Securing and keeping accurate records on lost and found items.

E. Main Functions of the Housekeeping Department:

1. Cleaning and maintenance.

2. Training of its personnel.
3. Requisition and control of necessary supplies and equipment.
4. Paperwork.

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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

 For Large Establishments:

Executive Housekeeper or
Housekeeping Manager

Roomskeeping Supervisor Public Area Supervisor Linen & Laundry Supervisor

Roomboy Houseman/ Linen Attendant

Utility/Maintenance

Chambermaid Pest Control Laundry Attendant

Technician

Mini-Bar Gardener/ Grounds Valet Runner

Attendant Maintenance
Steam Presser/
St
Ironer

 For Smaller Establishments:

Housekeeping Supervisor

Assistant Housekeeping Supervisor

Room Houseman and Linen and Gardener and

Attendant or Powder Girl Laundry Grounds
Roomboy and Attendant Maintenance
Chambermaid Crew

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 Distribution of Housekeeping Responsibilities:

Housekeeping tasks are distributed to housekeeping personnel who are designated

to perform the following functions and responsibilities:

I. Executive Housekeeper or Housekeeping Manager

Basic Function: Responsible for maintaining a smooth and efficient flow of

operations in the Housekeeping Department, sees to it that housekeeping
maintenance is carried out in accordance with prescribed standards and
policies.

A. Planning and Problem-Solving Functions:

1. Determines the operational requirements of his/her department

and coordinates with the Purchasing Department for the
procurement for the said items;
2. Formulates goals and targets as well as plans and strategies
geared towards goal attainment;
3. Prepares and submits operations budgets and monitors
consumption against budget;
4. Analyze variances against targets and deviations from standards
and take corrective action;
5. Take corrective action for any problem affecting the operation in
his department attends to customer complaints coordinates with
department concerned for remedial action;
6. Calls for and presides over operations meetings with supervisors
to discuss and resolve operational problems.

B. Organizational Functions

1. Organizes the flow of housekeeping operations:

 Identifies tasks to be done and distributes them to his
staff
 Review/upgrades job description and job procedures
 Reviews/upgrades operational policies as needed
2. Delegates side duties to subordinates.

C. Leading and Directing Functions

1. Conducts job orientation and training of housekeeping personnel;

2. Regularly conducts spot checks and routine inspection to ensure
that housekeeping standards are complied with;

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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

1. Controls and monitors expenses against the budget; takes

appropriate action against excessive consumption;
2. Sees to it that house rules and housekeeping policies are carried
out by the respective units under him;
3. Evaluates subordinates performance and conducts appraisal
interview’
4. Enforces disciplinary action against erring employees; conducts
corrective interview as needed;
5. Looks after the wear and tear of equipment; looks after their
proper use, storage and maintenance.

E. Guest Relations

1. Checks customer satisfaction, solicits feedback and attends to

customer needs;
2. Handles guest complaints and takes corrective action;
3. Performs other related functions as maybe assigned by superior.

II. Rooms Maintenance Supervisor

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.

Duties and Responsibilities:

1. Conducts routine inspection to check the quality of room make up;

makes sure that the rooms are installed with standard room

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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.

III. Head Houseman or Public Area Supervisor

Basic Function: Directs and controls all activities concerning public area
maintenance and ensures conformity to prescribed housekeeping standards
and policies.

Duties and Responsibilities:

1. Maintain quality housekeeping in all public areas paying special

attention to cleanliness, orderliness and safety in all covered areas;
2. Conducts regular inspection of the different public areas; checks
the quality of cleaning and maintenance and ensures that the area is
free of safety hazards. Also checks if there is anything that needs
repair or corrective action;
3. Checks order in all areas and makes sure that fixtures and
furnitures are installed in the right location;
4. Monitors and supervises the proper use, storage, and maintenance
of cleaning equipment as well as housekeeping tools and supplies;

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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.

IV. Roomboy, Chambermaid, or Room Attendant

Basic Function: Attends to the maintenance and upkeep of all guestrooms

and service areas assigned to him/ her.

Duties and Responsibilities:

1. Looks after the maintenance of cleanliness, orderliness and

sanitation in his assigned guestrooms:
 Clean walls, carpets, fixtures following standard cleaning
procedures;
 Sanitizes toilets and bathrooms using sanitizing chemicals;
 Changes/ empties waste baskets or garbage cans;
 Collects all used/ soiled linen and replenishes them with fresh
ones;
 Looks after the orderly make-up of the room, bed and the
bathroom;
 Checks the condition of all guestroom facilities and fixtures
and reports any defect to supervisor for corrective action;
 Installs and replenishes standard room amenities in their
appropriate location;
2. Performs turn-down service if scheduled for the second shift;
3. Looks after the proper use, maintenance and storage of cleaning
equipment. Reports damages to supervisor for corrective action;
4. Attends to the needs and additional requests of house guests;
5. Reports all unusual incidents and complaints of house guests,
unauthorized entry of suspicious persons in guestrooms as well
as guests who are sick or in critical condition;
6. Reports and surrenders all lost and found items to supervisor;
7. Assists in the inventory of guestroom supplies and linens;

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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.

V. Mini Bar Runner/ Mini Bar Attendant

Basic Function: Responsible for performing mini – bar installation, listing,

replenishing, inventory – taking, stocking, requisitioning and other related
functions.

Duties and Responsibilities:

1. Maintains par stock of mini bar items; initiates requisition to

replenish used stocks;
2. Records mini bar consumption per room and prepares a sales
report;
3. Assists in the promotion of mini bar items;
4. Monitors sales and movement of stocks, informs supervisor of
slow moving and non-moving items;
5. Conduct mini-bar inventory;
6. Cleans and dusts mini-bar bottles in vacant guestrooms;
7. Checks and collects mini0bar receipts in all guestrooms;
8. Assists in the inventory of stocks in housekeeping stockroom
as well as in all vacant, occupied and check-out rooms;
9. Promptly prepares billing of mini-bar consumption giving
priority to rooms occupied by guests who are about to check
out within the day;
10. Coordinates with Front Office Cashiers for the billing of late
charges;
11. Coordinates also with other staff like Bell Service in collecting
bills of guests and hotel skipper;
12. Explores to the incoming attendant all un-replenishment mini-
bars in guestrooms to make sure that all scheduled
replenishments for the day will be accomplished as scheduled.
13. Determines availability and non-availability of mini-bars
stocks and updates accordingly the individual receipts
distributed in guestrooms;
14. Collects empty or consumed mini-bar bottles, cans, etc., from
different floors/guest areas, pantries, and guestrooms;
15. Checks sales records from time to time to determine accuracy
of records, inventories and billing;
16. Takes note of salable and non-salable items to have a more
accurate basis for requisition and ordering of stocks;

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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

Basic Function: Responsible for the upkeep and maintenance of cleanliness

and orderliness in public areas assigned to him.

Duties and Responsibilities:

1. Secures cleaning supplies, materials and equipment and looks

after their proper use, storage and maintenance.
2. Checks the location, condition and arrangement of fixtures in
his area of responsibility, sees to it that they are clean and
properly installed;
3. Cleans and sanitizes public comfort rooms under his area,
following standard cleaning procedures;
4. Replenishes guest supplies in public comfort rooms like paper
towels, toilet tissues, soap, etc.;
5. Cleans and sanitizes all areas assigned to him following
standard cleaning procedures:
a. Vacuums/shampoos carpets and upholstered furniture;
b. Sweeps/ scrubs/ polishes floors and walls;
c. Polishes/ dusts of all fixtures;
d. Cleans ceilings, exhaust and glass panels;
e. Collects and disposes garbage and litters;
f. Changes/ cleans ashtrays;
g. Disinfects toilet bowls, urinals, etc.
6. Reports all noted damages and out-of-order facilities in his area
of responsibility including defective cleaning equipment,
busted bulbs, torn carpets, cracks on walls, defective sinks, and
toilet bowls, clogged floor drain, ceiling leaks, defective locks.
7. Conducts fumigation in the absence of a pest control
technician;
8. Reports guest complaints to his supervisor as well as
suspicious objects or persons; turns-over to him all lost-and-
found articles;
9. Prepares daily accomplishment report and submits them to
supervisor;
10. Performs other related duties as may be assigned by superior.

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VII. Powder Girl

Basic Function: Responsible for the cleaning, care and maintenance of ladies
comfort rooms and locker rooms.

Duties and Responsibilities:

1. Maintains a par stock of cleaning supplies and makes requisition

to replenish stocks;
2. Regularly cleans ladies comfort rooms and locker rooms
following standard cleaning procedures:
 Disinfects toilet bowls;
 Scrubs, cleans, wipe dry floor and wall tiles;
 Polish chrome and metal fixtures like faucets;
 Fumigate the area as needed;
 Dispose garbage, wash and dry garbage bins

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.

VIII. Gardener and Grounds Maintenance Crew

Basic Function: Responsible for maintaining the grounds including the plants
and landscape.

Duties and Responsibilities:

1. Performs daily sweeping and cleaning of grounds

following standard cleaning procedures;
2. Maintains supplies for plants and grounds
maintenance and makes requisition to replenish stocks;
3. Looks after the care of plants, prunes leaves, apply
fertilizer, weed out dried leaves, etc.;
4. Maintains the landscape, insures that everything is
in order;
5. Performs cultivation of plants through planting and
other techniques; scouts for new ornamental plants;

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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.

IX. Pest Control Technician

Basic Function: attends to the prevention and control of pests through

preventive and corrective techniques.

Duties and Responsibilities:

1. Searches for areas where pests and insects proliferate and

perform the necessary fumigation;
2. Looks for patches or holes and other entry points of insects and
takes corrective action;
3. Maintains stocks for pest control and looks after their
safekeeping;
4. Checks possible sources and causes of the proliferation of pests
and insects, makes report and recommendations to remedy the
situation;
5. Performs fumigation in accordance with prescribed procedures;
6. Performs other related duties as maybe assigned by superior.

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 IV. HOUSEKEEPING TERMINOLOGIES

1. Acute Hazard - something that could cause

immediate harm. For example, a chemical that could cause burns on contact with the
skin is an acute hazard.

2. Amenity - a service or item offered to guests or

placed in guestrooms for convenience and comfort, and that at no extra cost.

3. Area Responsibility Plan- a document that

geographically defines physical areas of a facility and assigns responsibility for
cleaning among the various departments of a hotel or hospitality organization, usually
developed from the division of work document.

4. Bed and Bath Linen - items such as sheets,

pillowcases, hand towels, bath towels, washcloths, and cloth bath mats.

5. Bedding - all bed linens such as sheets and

pillowcases, and all blankets, shams, dust ruffles, pillow quilts, comforters, coverlets,
mattress pads, and bed spreads.

6. Buffing - the act of polishing the surface of a floor

with a low-speed (175-350 rpm) floor machine.

7. Burnishing - the act of polishing the surface of a

floor with a high-speed (350+ rpm) floor machine to achieve an extremely high gloss
(wet look) surface.

8. Chronic Hazard - something that could cause harm

over along period; for example, a chemical that could cause cancer or organ damage
with repeated use over a long period.

9. Daily Work Assignment Sheet - form that indicates

special work tasks required for a given day and are assigned to a specific worker.

10. Damp Mopping - the use of a damp (not wet) mop

for spot cleaning of spills and overall cleaning of light dirt from floors. This
technique is not intended to remove heavily embedded dirt or old floor finish.

11. Deep Cleaning - intensive or specialized cleaning

undertaken in guestrooms or public areas. Often conducted according to a special
schedule or on a special project basis. Involves moving heavy furniture, high dusting,
turning mattresses, vacuuming draperies and curtains, and other cleaning functions

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 not normally performed in the day-to-day servicing of a guestroom. Synonymously
with general cleaning.

12. Dilution Ratio - comparison of the amount of water

that is, or must be, added to a specific cleaning agent that is recommended for a
specific cleaning task. For example, a 20:1 dilution ratio means 20 parts water to a 1
part cleaning agent.
13. Double – Locked - an occupied room for which the
guest has refused housekeeping service by locking the room from the inside with a
dead bolt. Double-locked rooms cannot be accessed by room attendant using a
standard pass key.

14. Early Makeup - a room status term indicating that

the guest has reserved an early check-in time or has requested his/her room to be
cleaned as soon as possible.

15. Emergency Key - a key which opens all guestroom

doors, even when they are double-locked.

16. Face Fibers - yarns which form the pile of the carpet.

17. Face Weight - the measure of a carpet’s pile. Equal

to the weight of the face fibers in one square yard of a carpet.

18. Finish - a liquid applied to floors that dries to a

protective coating and enhances the appearance of the floor. Finishes come in wax-
based or polymer types.

19. Floor Par - the quantity of each type of linen that is

required to out-fit all rooms serviced from a particular floor linen closet.

20. Guest Essentials - guest supplies that are essential in

guestrooms but that the guest would not normally be expected to use up or remove
upon departure. Examples include water glasses, ice buckets, and cloth hangers.

21. Guest Expendables - guest supplies that guests

would normally be expected to use up or take away upon departure. Examples include
stationery, toilet tissue and soap.

22. Guest Loan Items - guest supplies not normally

found in a guestroom but available upon request. Examples include hair dryers,
razors, ironing boards, and irons. Guest signs a receipt and specify a time that the
item may be picked up by the housekeeping department.

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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.

24. Guestroom Key- a key which opens a single

guestroom door if it is not double-locked.

25. Guest Supplies - supplies specifically needed

because guests are staying in a hotel.

26. Hand Caddy - a portable container for storing,

holding, and transporting cleaning supplies. Typically located on the top shelf of the
room attendant’s cart.

27. Hard Floor - floors made from natural stone or clay.

These floors are among the most durable of all floor surfaces, but also the least
resilient. Types of hard floors include concrete, marble, and terrazzo, ceramic tile,
and other natural stone.

28. HAZCOMM Standard (Hazard Communication

Standard) - OSHA’s regulation requiring all employers to inform employees about
possible hazards related to chemicals they use on the job.

29. Housekeeper’s Report - a report made daily to the

front desk by the housekeeping department and signed by a manager indicating the
correct status of all guestrooms. Compilation of all results obtained from afternoon
room checks conducted on the entire guestroom. Specifies what rooms are ready for
occupancy, occupied by guests, and/or on-change, etc.

30. House Rule - any published company-wide rule for

which violation can result in immediate discharge.

31. House Setup - the total number of each type of linen

that is needed to outfit all guestrooms one time. Also referred to as one par of linen.

32. Housekeeping Status Report - a report prepared by

the housekeeping department which indicates the current housekeeping status of each
room, based on a physical check.

33. Linen Room - area in a hospitality operation which is

often considered the headquarters of the housekeeping department. This is the area
where the employee typically reports to work, receives room assignments, room
status reports, and keys; assembles and organizes cleaning supplies; and checks out at
the end of his/her shift.

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34. Maintenance Checklist - document used as a guide
in the performance of a maintenance inspection.

35. Maintenance Work Request Form - a three-part

document used for repairs; is transmitted to the engineering department. Form allows
for the control and processing of work and the recording of man-hours and materials
involved in the repairs performed.

36. Master Key - a key which opens all guestroom doors

which are not double-locked.

37. Mitering - a method for contouring a sheet or blanket

to fit the corner of a mattress in a smooth and neat manner. The results are sometimes
referred to as “square corners” or “hospital corners”.

38. MSDS (Material Safety Data Sheet) - a form

containing information about a chemical that is supplied by the chemical’s
manufacturer.

39. Occupancy Report - a report prepared each night by

a front desk agent which lists rooms occupied that night and indicates those guests
expected to check out the following day.

40. OSHA (Occupational Safety and Health Act) - a

broad set of rules that projects workers in all trades and professions from a variety of
unsafe working conditions.

41. Padding - a layer of material placed under carpet to

increase resiliency. It can be made from a number of natural and synthetic materials.

42. pH Scale - a scale that measures the acidity or

alkalinity of a substance to the scale, a pH of 7 is neutral, acids have values of less
than 7 to 0, and alkalies have values of more than 7 to 14.

43. Pile - the surface of a carpet; consists of fibers or

yarns that form raised loops that can be cut or sheared.

44. Pile Distortion - face fiber condition such as twisting,

pilling, flaring, or matting caused by heavy traffic or improper cleaning methods.

45. Preventive Maintenance - a systematic approach to

maintenance in which situations are identified and corrected on a regular basis to
control costs and keep larger problems from occurring. Preventive maintenance
consists of inspection, minor corrections, and work order initiation.

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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.

47. Resilient Floors - a type of floor that reduces noise

and is considered easier to stand or walk on. Types of resilient floors include vinyl,
asphalt, rubber, linoleum, and wood.

48. Room Attendant’s Cart - a lightweight, wheeled

vehicle used by room attendants for transporting cleaning supplies, linen, and
equipment needed to fulfill a block of cleaning assignments.

49. Room Inspection - a detailed process in which

guestrooms are systematically checked for cleanliness and maintenance needs.

50. Room Status Discrepancy - a situation in which the

housekeeping department’s description of a room status differs from the room status
information at the front desk.

51. Room Status Report - a report which allows the

housekeeping department to identify the occupancy condition of the property’s
rooms. Generated daily through a two-way communication between housekeeping
and the front desk.

52. Rotary Floor Machine - floor care equipment that

accommodates both brushes and pads to perform such carpet cleaning tasks as dry
foaming cleaning, mist pad cleaning, rotary spin pad cleaning, or bonnet and brush
shampoos. On hard floors, these machines can be used to buff, burnish, scrub, strip,
and refinish.

53. Routine Maintenance – activities related to the

general upkeep of the property that occur on a regular (daily or weekly) basis, and
require relatively minimal training or skills to perform. These activities occur outside
of a formal work order system and include such tasks as sweeping carpets, washing
floor, cleaning guestrooms, etc.

54. Scheduled Maintenance - activities related to the

upkeep of the property that are initiated through a formal work order or similar
document.

55. Secondary Backing - the part of a carpet that is

laminated to the primary backing to provide additional stability and more secure
installation.

56. Spray Buffing - the application of a finish solution

while polishing a floor’s surface to retouch worn spots and to restore a glossy look to
the floor’s surface.

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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.

V. CLEANING SUPPLIES, TOOLS, CHEMICALS AND EQUIPMENT

Good housekeeping requires high standard of cleanliness or the absence of dirt,

and its sanitation as well, or the absences of disease-causing organisms like bacteria. All
housekeeping tasks need the use of the right tool for the right job. Familiarization on the
following cleaning supplies, tools and equipment will help the hospitality provider an
utmost service to its guests and therefore attaining its goal and objectives.

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.

Cleaning Material: Uses and characteristics when

24
 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.

Wringers  Mop wringers squeeze in one or

two directions, sideways and
downward. Downward wringers
are better, but more expensive.
Wringers are made out of either

25
 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.”

Wet Mops  Mop heads can be made of cotton,

rayon, or a rayon/cotton blend.
Cotton is the best for scrubbing
and is the most economical
material. Rayon is best for the
application of floor finishes.
Rayon/ cotton blends are an
excellent compromises. Choose
mops that are loop-end rather than
cut-end. Loop-end mops hold
liquids better, are more durable,
and do not lint. All quality mops
have a tailband that helps the mop
to spread evenly and retain its
shape.
 Wash wet mops after each use and
do not apply bleach to the mop;
bleach will speed the
disintegration of the fibers. Wet
mops can be purchased in a variety
of colors for color-coding
purposes.
Dust Mops  Dust mops are meant to be used
daily to remove dust and small
particles of soil from the floor.
Daily dusting helps to protect the
floor’s finish by removing small
abrasive particles that erode the
finish. Dust mops range in size
from 12-inch to 60-inch widths.
Dust mops can be made of cotton
or synthetic yarns. Cotton mops
are normally treated with
chemicals that attract and hold
particles. Oil treatments should be
avoided because they can strain
stone and wood floors. Dust mops
should be treated at the end of the
job, not the beginning, in order to
allow the treated mop to dry.

26
 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.

Mop Handles  Mop handles can be made from

wood, metal, and plastic and come
with a variety of features. Quick
change clamps are one welcome
options. Handles are available in
54-inch, 60-inch, and 63-inch
lengths.
Squeegees:  Used to remove excessive water
from the surface and corners. It
Floor Squeegee also speeds up the drying process.
Window Squeegee  Floor squeegees have a much
heavier rubber than window
variety. Window squeegees come
with a number of attractive
features, from telescoping handles
that enable a worker to clean a
third story exterior window
without the aid of scaffolding or a
ladder, to U-joints that allow a
worker to squeegee a window at
an angle.
Pads, Bonnets and Brushes  Floor machines and burnishes use
floor pads, bonnets, and brushes.
Pads are made from either natural
or synthetic fibers. Floor pads
have a universal color code so that
users can tell at a glance if they are
using the right pad for a particular
application. Bonnets are made of
yarn and are intended to be used
on a floor machine to spray clean
carpets. Floor machine brushes are
used to shampoo carpets. The
fibers are synthetic.

Housekeeper’s Cart  Used for stocking cleaning

supplies and chemicals so as to
make cleaning easier and faster.

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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.

Vacuum  Used to eliminate loose dirt and

dust particles from carpet surface,
upholstered furniture and even
hard surfaces.

Single-Disk Floor Machine  This machine can scrub floors,

strip floor finishes, spray buff
floors, sand wood floors, polish
floors, and shampoo carpets.

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Burnishers or Ultra-High-Speed Buffers
Trash-Handling Equipment
29
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.
 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.
 Another piece of equipment used
by the section housekeeping aide
is some sort of conveyor whereby
rubbish and other materials may be
moved from various sections of
the hotel to a disposal area.
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.

Cleaning Towel  Used for drying bathroom walls

and floor tiles after they are
cleaned.

Polishing Cloths  For polishing metal surfaces like

bathroom fixtures.

Hand Brushes  For brushing away dusts from

rough surfaces such as rattan,
wickerwork, etc.
 Also used for cleaning tiles.

Toilet Bowl Brush  For cleaning toilet bowls.

Tongs  For picking up dirt and cigarette
buffs on ashtrays.

Trash Bags  Used to underline garbage

containers so that wet garbage
does not penetrate into the corners
or surfaces, a situation that causes
odor and proliferation of bacteria.

Sponges  For cleaning fine surfaces.

Buckets  Used with mops for cleaning

Wood Polish/ Furniture Cleaners and
Polishes
floors, walls and other parts of the
building.
 To polish wood surfaces, leather
and imitation leather surfaces.
 Normally wax or oil-based

30
 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.

Methylated Spirit  For polishing all glass surfaces

such as mirrors, windows, etc.

Deodorizers / Air Freshener  Used to remove foul odor in

guestrooms, comfort rooms or any
area with foul odor.

Carpet Stain Remover  For stain or spot removal on

carpets.

Disinfectant  Used to disinfect toilet bowls,

urinals, sink, and other areas that
are most vulnerable to bacterial
contamination.

Metal Cleaners and Polishes  For polishing brush copper and

Lacquer or Paint Thinner
Muriatic Acid
metal surfaces.
 Used to remove lacquer or paint
from hard surfaces.
 To be used only for removing
cement or plastic remains from
floors.
 This is not advisable for toilet
bowls since it is very strong and it
can damage the tiles.
 Dilution will depend on the
thickness of cement or plastic
remains.

Wax Stripper  Formulated to break up, loosen

and strip off tough old waxes.

Degreaser  Formulated to remove grease, oil,

dirt, carbon, ink, mildews, soils,
and waxes.

31
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.

Solvent Wax  A kerosene base wax used for

wooden floors.
Paste Wax  For polishing stone floors, wood
and resilient floors.

Drain Cleaners  To expedite draining of clogs.

Detergents  Used to remove soil from a surface

through a chemical action.

All-Purpose Cleaners  A multi-purpose agent designed

for several different cleaning tasks
depending upon the dilution ratio
applied.

Abrasive Cleaners  Normally contain a detergent

combined with bleach and an
abrasive (usually silica, a quartz
dust that can scratch glass).

Solvent Cleaners  Used to clean surfaces that are

badly soiled by grease, tar, or oil.
 Solvents are made from pine oils,
kerosene, and alcohols.

Alkalies  Alkalies in cleaning agents boost

the cleaning ability of detergents.
 They also have disinfecting
powers.
 Alkalies in all-purpose cleaners
typically have a pH between 8 and
9.5.

Delimers  Used to remove mineral deposits

that can dull, scale, and/or discolor
surfaces.

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 VI. STANDARDS OF IDEAL HOUSEKEEPING

1. Cleanliness

 All areas are immaculately clean, corner-to-corner, top to bottom, including

surfaces.
 Closets, cabinets and storage areas are also kept clean.
 Furnitures and fixtures are properly dusted; doorknobs and metal fixtures are
polished with the right metal polishing chemical.
 Windows and glass panels are dusted and polished.
 Floors are vacuumed, polished or shampooed when necessary.
 Grounds are free of liters and dirt.

2. Orderliness

33
  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

 Rooms are properly ventilated and lighted;

 Guests are not disturbed by noise and other forms of distractions;
 There are sufficient amenities for the comfort of guests like linen, toiletries,
drinking glass, etc.

5. Eye Appeal

 Ambiance is soothing to the eyes, not dim or dull;

 Suitable interior design is provided for; there is proper blending of colors;
 No eyesore can be found in guest-contact areas;
 Wall decors and TV sets are posted at eye level.

6. Safety

 The 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;

34
  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.

7. Materials Control and Preventive Maintenance

 There is a designated budget for supplies and materials;

 Consumption of supplies is always monitored and excessive consumption is
determined and reported;
 Par stock requirements are always maintained; regular requisitions are made;
 All tools and equipment are stored safely in appropriate storage compartments
right after use;
 Chemicals are diluted properly and used sparingly;
 Supplies and materials are consumed within the limits of the budget;
 All appliances and equipment are regularly checked for any damage and
maintained in safe working condition to avoid accidents;
 Losses, damages and equipment breakdown are properly reported,
documented and accounted for, given appropriate action;
 There is regular inventory of supplies and materials;
 Effective control measures are designed and enforced to prevent losses and
pilferages;
 Regular cleaning and check-up of equipment is undertaken;
 Staffs are trained on the proper use and maintenance of equipment.

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

35
  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

 Water is used sparingly.

 Cleaning solutions are rinsed quickly and the floor is dried at once.

Floor Cleaning

 Swept or vacuumed, carpet is shampooed as necessary.

 Cemented or vinyl floor is scrubbed or polished.
 Floors are free of obstructions.
 All floors, after thorough stripping/ scrubbing are applied with a thin, smooth and
even finish.

Floor Finishing

 Floor finishes are not allowed to build up in corners, baseboards, or underneath

furniture.
 Stripping and removal of old floor finish is done whenever necessary to avoid
yellowing and build-up in corners, baseboards, or under furniture.

Wall Washing

 Streaks and lap marks are not visible.

 Corners and areas difficult to reach are cleaned with soft cloth to remove
smudges.
 Walls are spot free. Water does not run on floors and fixtures.
Vacuuming

 All carpeted areas/ upholsteries are kept clean, free of dust.

 All spots are removed upon discovery.

Dusting

 All surfaces are dust-free.

 Corners are vacuumed.

Window Cleaning

 Window glasses do not have smudges or watermarks.

 Window frames and channels are free of dust.

Cleaning Glass Panels, Mirrors

36
  Thoroughly cleaned, no visible streaks, scratches or spots.

Waste Disposal, Garbage Containers

 Emptied of trash, garbage, and dirt; disposed daily.

 Cleaned as often as necessary.
 Containers are underlined with plastic.

Cleaning of Ashtrays

 Emptied of soil and cigarette butts, washed and wiped dry.

Cleaning of Drinking Fountain

 Kept clean and sanitary.

 Fixtures are wiped dry to avoid retention of water that causes watermarks.

Bathroom and Washroom Cleaning

 Toilet bowls, urinals are sanitized with sanitizing chemicals.

 Bowls are clean inside and out. Refuse is totally removed.
 Bathroom walls are properly scrubbed, free of watermarks and spots, wiped dry.
 No soap film is allowed to remain on fixtures.
 Floor is mopped, sanitized and dried.
 There is no sign of marks or streaks on walls, fixtures, doors, door handles and
other surfaces.
 All metal fixtures and hardwares are cleaned and polished with metal polish.
 Bathroom mirror is well polished and wiped dry, no marks.
 Sinks are clean and sanitized with sanitizing chemical; free of foul odor.
 Bathroom supplies are replenished and installed according to standard
arrangement.
 Shower curtains are properly brushed and wiped dry.

Dusting/ Cleaning of Furnitures and Fixtures

 Thoroughly dusted, all surfaces are free of dirt and spots.

 Appliances are properly arranged and installed in their appropriate location.
 Upholstered chairs are shampooed or vacuumed.
 Furnitures have no damages or defects.

Ceiling Cleaning

 Ceiling is free of cobwebs and dirt.

 Ceiling fan and fluorescent are thoroughly dusted.

37
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.

VII. SAFETY AND SECURITY

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

A term that pertains to discussing disaster preparedness, fire prevention and

protection, protection devices, and conditions that provide for freedom from injury and
damage to property.

The two hotel departments most likely to have the largest number of accidents
and injuries are maintenance and housekeeping.

38
 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.

Another reason lies in the fact that working in housekeeping or maintenance

involves physical activities and equipment use – both of which increase the risks of
accident and injury.

To reduce safety risks, the executive housekeeper must be aware of potential

safety hazards and develop procedures to prevent accidents.

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.

Employee Morale and Management Concerns

Unsafe working conditions have a negative effect on employee morale. If

employees are preoccupied with hazardous conditions in the work place, they will not be
able to perform the best of their ability.

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.

Potentially Hazardous Conditions

Accidents and injuries do not have to occur. By following three simple rules,
employees can contribute to a safe, accident-free work environment:

 Take adequate time

 Correct unsafe conditions immediately
 Do it safely the first time

Lifting:

39
 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.

Some guidelines for safe moving and lifting:

 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

An aluminum or metal ladder should never be used when working near or on

electrical equipment. Ladders with rubber footings should be used on tile floors or in
kitchen areas to prevent slipping. In all instances, the floor should be dry and clean. A
ladder must be high enough so that an attendant can stand on it and do the job without
overreaching. Never stand on the top step of a ladder. If the area cannot be reached while
standing on the step below the top step, the ladder is too short for he job.

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:

Employees should be authorized and trained in the use of machinery and

equipment before operating such devices. Most equipment, machineries, and power tools
come with instructions.

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.

Equipment that sparks, smokes, or flames should be turned off immediately. If it

is possible and safe to do so, the equipment should be unplugged.
In no instance should an attendant attempt to restart the equipment. The malfunction
should be reported to the appropriate housekeeping supervisor or the maintenance
department.

Equipment wires and connections should be checked periodically. Equipment

with loose connections or exposed wires should not be used. An appliance should never
be unplugged by pulling or yanking the cord. This will loosen the connection between the
cord and the plug and cause sparks and shorts. Equipments should be unplugged by
grasping the plug and pulling it gently away from the outlet.

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.

When cleaning guestrooms, room attendants should check electric lamps,

appliances, and other fixtures for frayed wires, loose connections and loose plugs.
Exposed electrical wire may result in shock, injury, or even death when touched. Outlet
and switch covers should be checked to ensure that they are covered properly and not

42
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:

Many housekeeping employees are exposed to dangerous chemicals in their daily

work routines. These chemicals are powerful cleaners, and, when used properly with
proper protective gear, are relatively harmless. However, when used improperly, these
same helpful chemicals can cause nausea, vomiting, skin rashes, cancer, blindness, and
even death.

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.

Handling Chemicals Safely:

 Read the labels and the material safety data sheet.

 Wear personal protective equipment like goggles and hand gloves for
protection from spills and splashes.
 To use the chemical correctly, follow the direction of the label.
 Use only one chemical for its intended purpose.
 Be sure the correct chemical goes in a properly labeled container when
refilling spray bottles.

 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:

Security committee should consist of key management personnel – including

departmental heads. Supervisors and selected hourly employees can also contribute
important security information and add to the committee’s effectiveness.

Committee Responsibilities:

 Development of security handbook and the design of training and awareness

programs.
 Monitoring, analyzing, and suggesting solutions for returning security
problems.
 Maintaining records on such incidents as theft, vandalism, and on-site
violence.
 Conducting spot security audits and property inspections.
 Investigating security incidents.
 Maintain open lines of communication with the local police department.

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

44
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.

Other helpful ideas to reduce guest theft:

 Use as few monogrammed items as possible.

 Keep storage rooms closed and locked
 Affix or bolt guestroom items and fixtures to appropriate surfaces.
 Secure windows.

 Employee theft: it is up to the management to set the standards for reducing

employee theft – and to act as a good example. A manager who takes hotel steaks home
to barbeque will not be effective when asking employees not to steal food, linen, and
other hotel property. Management should also detail explicit rules and regulations
concerning employee theft. The employee handbook should spell out the consequences of
stealing hotel property.

Managers should screen applicants before making a job offer. A through

background check should be conducted, including a check for any criminal convictions.
Before asking any questions or making inquiries, check local laws to ensure that the
selected screening techniques are not illegal or prohibited.

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.

In addition to keeping records of items in stock, records should be kept of stolen

or missing items- including those from guestrooms. The record should include the name
of the room attendant and any other hotel employees who had access to the room.
Keep all storeroom doors locked. Storerooms should be equipped with automatic closing
and locking devices. Locks on storerooms should be changed periodically to reduce the
opportunity of theft.

Management should designate employee entrances and exits. These entrances

should be well-lighted, adequately secured, and provided with round-the-clock security.
Employee entrance may include a security staff office which monitors arriving and
departing employees.

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

45
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:

Housekeeping procedures for handling bomb treats should be part of the

property’s security manual. Housekeeping’s role usually consists of helping in the search
for any suspicious objects that could be bombs.

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

46
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:

“To save lives and property”

Fire Behavior:

 Burning, also called combustion, is a simple chemical reaction. It is described as a

rapid, persistent chemical change that releases heat and light and is accompanied
by flame, especially the exothermic oxidation of a combustible substance.

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:

 Included here are apparatus, maintenance, and serviceability, proper application,

and equipment limitations.

Event:

 The event is the intersection of the foregoing components. Something or someone

had to bring those components together in such a way to create the unsafe situation.

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.

Fire Safety Rules and Principles:

 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:

 Smoke only at the designated area.

 Raise the fire alarm promptly upon discovery of a fire.
 Know how to extinguish fire correctly with the use of portable extinguishers and
other methods.
 Know how to recognize fire hazards and to take the necessary steps to prevent fire.

Fire Triangle and Tetrahedron:

 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

The Burning Process:

 The process of burning occurs in clearly defined stages:

 Ignition
 Growth
 Fully developed
 Decay

Growth Stage:

 From the point of ignition, fire begins to grow.

 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.

49
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.

Fully Developed Stage:

 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.

Modes of Heat Transfer:

 Heat is a by-product of combustion that is of significant importance to the fire

fighter.

 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 A type – made up of ordinary combustibles such as cellulose, rubber, or

plastic. Combustibles such as paper, wood, cloth, rubber and other organic solids
including petro-chemical solids (plastics) make up this class.

 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 C fires, fueled by electricity, is overcome by removal of the flow of electric

current. In this case, the removal of fuel, electricity, is the action taken to break
down the fire pyramid and put the fire out.

 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,

51
 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:

 Classes of fire should be identified primarily to determine the type of fire

extinguisher that would be used.

 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.

How to use fire extinguishers?

P – ull the pin

This unlocks the operating lever and allows you to discharge the extinguisher.

A – im the base of the flame

Point the extinguisher nozzle of hose at the base of the flame

S – queeze the lever

This discharge the extinguishing agent. Releasing the lever will stop the discharge

S – weep from side to side

Moving carefully toward the fire keep the extinguisher aimed at the base of the
flame and sweep back and forth until the flames appear to be out.

Personal Protective Equipment:

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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

Four Main Types of Automatic Fire Detectors:

 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.

 Differential detectors – is activated by an abnormally rapid rise in room

temperature, e.g. 3oC in 20 seconds.

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.

Housekeeping is primarily concerned with four categories of keys:

 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.

Key Control Procedures:

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.

Lost and Found:

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.

Since guests sometimes hide valuables and belongings in pillowcases or between

mattresses, room attendants must be extra careful when removing linens. Other favorite
hiding places for guest valuables include the top of closets and under lamps. If room
attendants notice any of the following while cleaning, they should immediately contact
their supervisor, security, or the front desk:

 Guns or weapons of any kind

 Controlled substances or drugs

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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:

Housekeeping Room Status Report (167)

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

57
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.

Accomplishment Report (45)

After accomplishing cleaning assignments, housemen assigned in public areas are

supposed to prepare and submit an accomplishment and productivity report. Using a
prescribed accomplishment form, they will record their daily accomplishment in their
assigned area.

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.

Productivity and Consumption Report (105)

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.

Losses and Damage Report (168)

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.

Maintenance Order or Service Request (169)

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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.

This form shall be accomplished by the supervisor once he receives complaints or

reports of defective in guestrooms and in other parts of his assigned area.

The report should be acknowledged-received and signed by the secretary or

whoever receives it at the Engineering Office.

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.

Key Endorsement Form (169)

For control purposes, this form is used to record the turnover and return of keys
from one shift to another.

Control Form for Borrowed Items (106)

Mini-Bar Requisition (109)
Mini-Bar Sales Voucher (109)
Daily Sales Summary Report (112)
Mini-Bar Spoilage Report (113)
Mini-Bar Losses and Damages Report (113)
Inventory Count Sheet (189)
Storeroom Bin Card (190)
Stock Inventory Variance Report (191)
Laundry Voucher (126)
Inspection Checklist (175)
Housekeeping Audit Form (179)
Stock Requisition and Issuance Form (187)
Laundry Department Damage Advice Form (124)

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 IX. CLASSIFICATION OF GUESTROOMS

A. According to Number of Beds:

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.

B. According to price, layout and facilities:

1. Economy – a room for an economical rate, usually short of standard

facilities like air con, television and other amenities.
2. Standard – a room sold at moderate rate, equipped with standard facilities
and amenities like air con, toiletries, TV, bed, night table etc.
3. Deluxe – a more luxurious and spacious with amenities of superior
quality, sold a much higher price than standard rooms.
4. Studio – a room with a studio bed, which can be converted into a bed. It
may also be called an executive room.
5. Connecting room – two or more rooms with entrance doors from the
outside door between them through which guests can get through each
bedroom without going out of their rooms.
6. Adjacent or adjoining rooms – rooms located side by side that do not
necessarily have a connecting door.
7. Suite – a room with a parlor or living room connected to one or more full
sized bedrooms, equipped with luxury amenities.

Types of Suites:

a. Junior suite – a room with a bed and a sitting area (usually a

small lounge). There maybe a small, separate bed connected to
the living room or parlor. It is also called a mini suite.
b. Penthouse suite – a suite usually located on top floor of the
property.

c. Executive suite – a suite designed for a top executive, with

facilities and amenities of superior quality.
d. Hospitality suite – a suite used for entertaining visitors; serving
as function room or a parlor. Intended to be more than a sleeping
room. Hospitality suites (for “hospos” as they are often called)
are intended to entertain groups of people. They may include a
kitchen and/or bar area. Large tables make them conducive for
small group meals or meetings. The rooms themselves may take
up the square footage of three or more standard rooms.
e. Corner suite – a suite that is located in the corner of the hotel
building itself. This suite often takes up the same area that two
standard rooms would.
f. Bi-level suite – also takes up more square footage than standard
rooms. Instead of taking the horizontal square footage of the
corner suite, they take up the vertical area of two rooms. These
suites span two floors or more to create very high ceilings.

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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. Single bed – a bed approximately 36 inches by 75 inches.

b. Double bed – a bed that can accommodate a couple or two
individuals. It is approximately 54 inches by 75 inches in size.
c. Queen bed – an extra long, extra wide bed, about 60 inches by 80
inches in size.
d. King bed – an extra long, extra wide bed, about 78 inches by 80
inches in size.
e. Roll-away bed – a portable bed with or without wheels also
called extra bed.

Various Types of Guests:

a. Very Important Person (VIP) – a well renowned gust like high-

ranking offi cials, executives, etc., who warrants a special
treatment.
b. Very, Very Important Person (VVIP) – a highly renowned
person who deserves special treatment like dignitaries,
ambassadors, etc.
c. Free Independent Travelers or Foreign Individual Tourist
(FIT)) – tourists or travelers traveling alone not joining any tour
group.
d. Joiner – person joining another guest in the same room.

List of Room Amenities:

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

 Shoehorn and shoe cloth

 Luggage rack
 Dresser table with vanity mirror and dresser lamp
 TV set
 Night table with night table lamp. On top of the table is a telephone, in-house
telephone directory, room service menu, under the table is a safety and
security booklet and bible
 Guest folder or compendium. Contains envelope, stationery, ball pen, post
card, directory of hotel services, guest comment survey, and small note pad.
 Dresser chair
 Coffee table and two easy chairs, ashtray and match on top of the table
 Floor lamp
 Service tray with thermo jug filled with cold water; two covered glasses
 Side table
 Room service menu
 House rules
 Telephone with in-house telephone directory
 Safety handbook containing safety tips during emergencies
 Fire exit directional signs

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

C. Luxury Amenities (for deluxe rooms):

 Bubble bath gel (if tub is installed)

 Bath robe
 Slipper
 Sewing kit
 Water heater with two cups and saucer and sachet of coffee, tea, creamer and
sugar
 Hand and body lotion and cologne
 Body scrub
 Fruit basket
 Hair dryer

A. Room Status Codes:

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.

OCC – Occupied HL –Heavy Luggage

VC – Vacant and Cleaned LL – Light Luggage

VD – Vacant and Dirty NL – No Luggage

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OR – Occupied and Ready DL –Double Lock

OC – Occupied and Clean CL – Chain Lock

OD – Occupied and Dirty HU – House Use

CO – Check-out NCI – Newly Checked-In

OOO – Out of Order NS – No Show

DND – Do Not Disturb SO – Slept Out

V/ O or O/ V – Status unclear BLO – Blocked

LO – lock Out V - Vacant

DO – Due Out MUR – Make Up Room

DNCO – Did not checked out VR – Vacant and Ready

VCI – Vacant, Cleaned and Inspected

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.

Stocking the cart:

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:

 Clean sheets, pillowcases, and mattress pads

 Clean towels and washcloths
 Clean bath mats
 Toilet and facial tissue
 Fresh drinking glasses
 Soap bars
 Clean ashtrays and matches

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

66
easy access. For safety and security reasons, personal items and room keys should not be
stored on the cart.

Room Assignments:

After assembling supplies, the room attendant is ready to begin cleaning

guestrooms. The order in which he/she cleans rooms will be determined by the room
status report. A floor or shift supervisor uses information from the room status report to
draw up room assignments for housekeeping personnel. Room assignments are generally
listed according to room number and room status on a standardized form. The number of
rooms assigned for a room attendant is based upon the property’s work standards for
specific types of rooms and cleaning tasks. The room attendant uses the room assignment
sheet to prioritize the workday and to report the condition of each assigned room at the
end of the shift. After reviewing the assignment sheet, a room attendant will have a sense
where he/she should begin cleaning.

Cleaning the Guestroom:

General Sequence for Guestroom Cleaning:

Step 1 : Enter the guestroom

Step 2 : Begin cleaning. Tidy and air out the room.
Step 3 : Strip the bed
Step 4 : Make the bed
Step 5 : Dust the guestroom
Step 6 : Clean the bathroom
Step 7 : Vacuum
Step 8 : Make the final check
Step 9 : Close the door and make sure it is locked
Step 10 : Note room status on assignment sheet and proceed to next room

Entering the Guestroom:

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.

Making the Bed:

Step 1: Strip the bed

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Step 2: Check the mattress pad for stains and damage.

Step 3: Change the mattress pad if necessary:

 Lay a fresh pad on the bed

 Unfold pad right-side up and spread it evenly over the center of the bed
 Smooth out any wrinkles

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 17: Slip the cases over 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 4: Dust the windowsill.

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.

 Wipe from top down.

 Polish the knobs and remove any smudges around the knob area.
 When finished, make sure the door is closed and locked.

Step 13: Clean the closet:

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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 15: Clean both sides of the guestroom door.

Step 16: Restock the room with guest supplies.

Cleaning the Bathroom:

Step 1: Turn on lights and fan. Replace any burned out light bulbs. Check fan for proper
operation.

Step 2: Remove used towels, washcloths, and bath mat.

Step 3: Empty trash and wipe container.

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.

Step 5: Clean the shower area:

 Check the shower head to make sure it is positioned correctly.

 Wash the tub or shower walls and soap dishes using a damp cloth and all-
purpose cleaner. Check condition of walls as you clean.
 Rinse the tub or shower walls and soap dishes with sponge.
 Clean both sides of the shower curtain or shower door. Pay special attention to
the bottom where mildew may accumulate. Wipe dry.
 Clean shower curtain rod or clean the tracks and frame of the shower door.
 Scrub the bathtub with all-purpose cleaner. Remove and clean the drain trap.
 Clean bathtub fixtures. Polish dry to remove water spots.
 Hang clean bath mat over edge of the tub.
 Reposition shower curtain or shower door to the center of the tub.

Step 6: Clean the vanity and sink area:

 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.

Step 7: Clean the toilet:

 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 8: Clean bathroom walls and fixtures:

 Dust light fixtures.

 Using a clean damp cloth, spot-clean fingerprints and smudges.
 Wipe down all electrical outlets and light switches, paying close attention to
the surrounding wall area.
 Wipe and polish towel bars.
 Dust all exposed piping.
 Clean both sides of the bathroom door.

Step 9: Restock bathroom supplies:

 Replenish the towels.

 Replenish guest amenities.
 Replenish toilet and facial tissue supplies.

Step 10: Clean the floor:

 Spray bathroom floor and baseboards with all-purpose cleaning solution.

 Starting with the farthest corner and working your way toward the door, scrub
the floor and wipe baseboards.

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.

Vacuuming and Cleaning Baseboards:

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.

Step 4: Pull back the sheets.

 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 6: Remove and replace dirty ashtrays. Replenish matches.

Step 7: Remove and replace dirty glasses.

Step 8: Collect any food service trays and dishes.

 Set items neatly outside the door.

 Call room service for pickup.

Step 9: Empty the trash and replace wastebasket liners.

Step 10: Straighten newspapers and magazines.

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 15: Close the drapes.

Step 16: Turn on bedside lamp.

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.

The laundry section is usually managed by a Laundry Manager or supervisor and

is manned with the following personnel:

 Valet Runner - picks ups and delivers guest laundry.

 Sorter/ marker - sorts, classifies and labels laundry items.
 Linen attendant - does the recording, storage and issuance of linen.
 Washer - responsible for washing and drying laundry items.
 Flat Ironer - does the ironing.

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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.

Distribution of Laundry Responsibilities:

Linen and Laundry Supervisor

Basic Function:

Directs, leads, monitors and controls all activities covering linen and laundry
service.

Duties and Responsibilities:

 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.

Linen Attendant/ Custodian

Basic Function:

Stocks, stores and issues employees’ uniforms, linens, cleaning supplies,

guestroom, and public area amenities.

Duties and Responsibilities:

 Responsible for the issuance of uniforms as well as guestroom, restaurant and

banquet linens, cleaning materials, supplies as well as guestroom amenities;
ensures that all issued items are properly recorded and accounted for.

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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.

Duties and Responsibilities:

 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.

Flatwork Ironer / Wrangler

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.

Duties and Responsibilities:

 Receives laundry items of guests from the sorter-marker.

 Sorts and classifies items according to kind, color, and degree of dirt.
 Inspects items for damages and stains and reports any damage to the laundry
supervisor.
 Manually cleans with detergent the badly soiled portion of the guests items prior
to machine washing; informs sorter or supervisor regarding irremovable stains for
the latter to bring it to attention of the guest.
 Loads guests items into the washing machine and performs washing according to
standard washing procedures. Unloads washed items and transfer them to the
laundry cart.
 Loads the extracted items to the drying machine for completion.
 Inspects and sorts dried items and forwards them to the pressing section for
pressing or ironing.
 Constantly checks the cleanliness and maintenance of the equipments and reports
the defects to his supervisor.
 Performs other duties as may be assigned by his/ her superior.

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.

Duties and Responsibilities:

 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.

Duties and Responsibilities:

 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.

Sequence of Guest Laundry Service:

 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)

Hotel has the option to make their own coding system.

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:

 Presser – for blouse, dresses, trousers and related items.

 Hand ironer – for normal shirts.
 Utility presser – for trousers, skirt and long dresses.

– 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 guest is not around, the housekeeping supervisor acknowledges by signing

in the logbook.

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.

Summary of the basic wash steps:

 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

XII. FLOOR TYPES AND THEIR CARE

A. Hard Floors (Non-resilient floors)

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.

Types of Hard Floors (Non-resilient Floors):

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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.

b. Ceramic and Terra Cotta Tiles

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

Common types of natural stone flooring includes marbles, travertine, serpentine,

granite, slate, and sandstone.
All natural stone products share certain properties that must be taken into
consideration by the professional housekeeper to ensure the proper care of this type of
flooring.

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.

A pH neutral detergent is recommended to clean all natural stone floors. Highly

alkaline cleaners as well as acidic compounds will damage stone floors. When mopping
stone floors do not let water or chemicals remain on the floor. A final rinse of clean water
should be applied and then immediately picked up with a mop or a wet/ dry vacuum.

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.

Types of Resilient Floors:

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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.

Its properties included in a remarkable degree of resiliency. Next to cork and

rubber, and of course, padded carpeting, linoleum is considered to have the greatest
degree of resiliency. Linoleum was quite durable, was resistant to oil and grease, and do
not shrink.

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 flooring is susceptible to alkalines, oils, grease, solvents, ultraviolet light,

and ozone in the air. When attacked by these components, a rubber floor will often
become tacky and soft. It will then become brittle and begin to crack and powder.

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:

Highly alkaline cleaning solution should be avoided; it is best to use pH neutral

detergents whenever possible. Cleaning solvents such as naphtha and turpentine should
never be used on a rubber floor.

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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.

Laminated vinyl flooring is less expensive to manufacture than vinyl composition

or homogeneous vinyl floors. The low initial cost may be deceiving, however, for once
the top wear layer is worn through, the floor will have to be replaced. Some laminated
floorings are only guaranteed for three years with moderate use. The cost of laminated
vinyl flooring will vary in proportion to the thickness of the top vinyl wear layer.

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.

Modern vinyl is unaffected by alkaline detergents, but pH neutral detergents are

recommended over heavy alkaline products.

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.

Since there is a degree of resiliency in even the hardest of hardwood floors,

precautions should be taken to protect the floor from furniture legs that may dent the
flooring. Wood floors are particularly susceptible to metal or hard plastic rollers and to
those small metal domes that are often found on the legs of office furnitures

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 is typically installed wall-to-wall to eliminate the maintenance of hard

flooring surfaces around the edge of a carpet. Rugs, on the other hand, are often used to
accentuate a tile or wood floor. In areas where there is heavy foot traffic, rugs can be
used to equalize wear and help prevent tracking onto other floor coverings.

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.

Test of Pile Quality:

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:

a. Jute; a natural fiber imported from India and Bangladesh,

b. Polypropylene; a synthetic thermoplastic resin,
c. Foam rubber.

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:

a. Tufted carpet – produced by forcing needles, threaded with pile yarn,

through the primary backing (usually polypropylene) to form tufts.

b. Needle punched carpets – are produced by a manufacturing method that

punches the fibers into a structural backing and then compresses the fibers
into a felt-like fabric. It is used mainly in indoor-outdoor carpets.

c. Flocked carpets – are produced by electrostatically embedding short carpet

fibers into a backing, producing a velvety-look cut pile surface.

d. Knitted carpets – are produced by a method that uses a specialized knitting

machine with different sets of needles to loop together the pile, backing,
and the stitching yarns.

e. Weaved – is the traditional way of making carpet on a loom.

Carpet Maintenance:

a. Inspection and Prevention

b. Interim Cleaning Method
c. Restorative Cleaning Method
d. Spot Cleaning

a. Inspection and Prevention:

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.

b. Interim Cleaning Method:

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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.

c. Restorative Cleaning Methods:

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.

Four Restorative Carpet Cleaning Systems:

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.

THE PRINCIPLES AND ELEMENTS OF FLORAL DESIGN

A. The Principles of Design:

a. Emphasis
b. Balance
c. Proportion and Scale
d. Rhythm
e. Harmony
f. Unity

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a. Emphasis:

Emphasis is achieved in a floral design by creating an accented area or a focal

point. The focal point is the area of an arrangement that will draw the most attention
and will direct the eye of a viewer to a specific location within the design.

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.

The flowers, however, should never be crowded to form a tightened mass of

blossoms. Generally, it will not be necessary to allow individual blooms to touch each
other; rather, they should appear loose and natural, with some foliage protruding
between the petals. Emphasis can mostly easily be achieved in a design when the
smallest, least-open flowers are placed at the perimeter of the arrangement and the
large, fully developed flowers are located at the focal point. Flowers with unique
shapes also attract attention; using varying degrees of flower and foliage textures
within an arrangement may create another striking contrast. Coarser textures will
appear to have more visual weight so they will be best used at the focal point. An
accessory such as ribbons or bow is often used by retail florists to create emphasis in
bouquets and corsages. The contrast in texture or color will place the emphasis at the
lip of the container.

b. Balance:

A well-designed arrangement will appear to be stable and self-supporting. An

arrangement should possess both mechanical and visual balance. Mechanical balance
is achieved when the container is the proper size and weight for the size of flowers
being used with it. The design should have the flowers distributed properly so that the
containers will support them. This is accomplished by the convergence of lines at the
focal point. The flower and foliage stems should appear to arise from a single central
location in the container.

An arrangement may be composed of symmetrical or asymmetrical balance. A

symmetrical design will appear to be the same on each side of a vertical centerline. A
formal balance is created when the focal point is centered in the container. Many
floral design styles are arranged with asymmetrical balance. This gives the
appearance of a more natural design and allows the arranger more originality in his or
her work. The size relationship of flower stems, distance from the focal point, and
color density must be considered in this type of 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.

c. Proportion and Scale:

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.

The use of negative spaces or voids within the arrangement is equally as

important as sizes of flowers in creating a pleasing proportion. Flowers are placed at
the same heights within the design will fight for equal attention. Spaces without
flowers are purposely left to allow each bloom to be viewed singly. A visual line is
left uncompleted with the void balanced by flowers to create the curved line of the
design. The absence of flowers in these areas adds interests and proportion within the
design.

Good proportion in an arrangement is created by establishing a pleasing scale

relationship of the flowers to the container. A generally accepted rule of floral design
states that for a tall container, plant material should be at least one and one-half to
two times the height of the vase. For low, flat containers, the height of an
arrangement is at least one and one-half to two times the width. This rule is not
ironclad and may be altered provided that good proportion in the design is
maintained.

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.

B. The Elements of Design:

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.

A vertical line gives the arrangement an appearance of strength. A curved line

adds gentleness or gracefulness and gives the impression of motion. A horizontal line
is more relaxing or informal, so is used most often for table arrangements.

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:

Texture refers to such tactile or surface qualities of flowers and foliage as

smoothness glossiness, and roughness, the way something feels. This quality of
texture may be expressed either as a physical or a visual characteristic of the plant
material. Basically it involves the sense of touch, which is then experienced visually.

d. Pattern:

Pattern applies to the contour of a composition and the grouping of materials

within it. Pattern is monotonous if placements are uniform and forms unvaried, but it
will be confused if assorted flowers are randomly spotted causing the eye to jump
about. Pattern relates to continuity, since the distribution of lines and forms can
proceed either logically or in a disjointed way that disrupts unity. The pattern of a
design and that of the individual materials influence each other.

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:

It is difficult to think of space as a positive element of design. Usually we regard

it as emptiness without limits or definition. In a design, if we mark off space or
enclose it, or if we cut out sections in a solid and leave them open, then space
assumes shape.

Factors in the Selection of Containers:

In flower arrangement, a container has connotation beyond the dictionary

definition of “a thing that contains”; it encompasses more than a vases and bowls, box,
can, jar or crate. In floral work, a container transcends its practical purpose and becomes
an artistic component of design, an integral part of it.

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.

Decoratively a container may be of little interest or it may make a positive

contribution through color, form, or texture. Except in modern design where it may be
featured, a container is usually of less importance than plant material. In any case, a
container should share the characteristics of a design, be equally formal or casual, and be
related in color but not so intense or varied in hue, highly glazed or patterned that it
competes.

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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