ACKNOWLEDGEMENTS The material assembled in this book comes from the collective contributions and experience of many experts in the field of hotel and tourism in Vietnam and internationally. The publishers wish to acknowledge and thank the many teachers and tourism industry personnel who offered their comments and feedback during the development process. The industry involvement and commitment provided the editors with valuable guidance and quality control. This text has been developed with the financial assistance of the Government of Luxembourg and co-ordinated by the Vietnamese National Administration of Tourism (VNAT) under Project VIE/015 "Hotel Training in Vietnam", This project is the continuation of the initiative, launched in 1996, which provides support in the field of human resources development for the hotel and tourism sector, in Vietnam. The project is 2 joint co-orperation between Lux-Development and VNAT. The counterpart in Ho Chi Minh City is Saigon Tourist. The direct collaborating institutions are the tourism schools of Hanoi, Ho Chi Minh City, Hue and Vung Tau.NHA XUAT BAN THE GIOI 46 Tréin Hung Dao, Ha Noi, Viet Nam ‘Tel: (84-4) 8253841 — Fax: (84-4) 8269578 Email:thegioi@hn,vnn.vn NGHIEP VU LUU TRU Chiu tréch nhigm xust ban ‘TRAN DOAN LAM Bien ‘Téng cue Du lich va Co quan Hop tie Phat trign Lux ~ Development Phong Ky thugt, Cong ty in Cong doan Sita bin in: Patricia Reid ‘Trinh bay: ‘Trung tam ché ban High Tech, Cong ty in Thong Nhét In 5000 bin, khd 21 x 29,7 cm, tai Cong ty in Cong dodn. Gidy chap nhan dang ky ké hoach xuét bin s6 14-1429/XB-QLXB cap ngdy 04/10/2004. In xong va nop Iu chiéu théng 12 nam 2004.Table of Contents About this Text Chapter 1 Introduction to Housekeeping 1-11 1.1 Organisation of Hotels 1 1.2 Organisation of the Housekeeping Department 5 1.3 Teamwork 10 Chapter 2 Hygiene in Housekeeping 15 2.1 Personal Hygiene 2.2 Work Hygiene Chapter 3 Cleaning Equipment and Practices 1-26 3.1 Setting Up and Preparing for Work 1 3.2 Principles of Cleaning and Cleaning Procedures 5 3.3 Equipment and Materials 2 3.4 Maintaining Equipment wv 3.5 Use of Chemicals 19 3.6 Maintaining a Safe and Secure Working Environment 22 Chapter 4 _ Bedding, Linen and Laundry 1-10 4.1 Caring for Linen 1 4.2 Handling Guest Laundry and Dry Cleaning 5 4.3 Carrying Out Tailoring Duties 9 Chapter 5 Servicing Guestrooms 1-33 5.1 Quality Standards for Serviced Rooms 1 5.2 Three Step Room Cleaning System 6 5.3 Servicing of a Guestroom 9 5.4 Servicing Bathrooms 20 5.5 Servicing of a Vacant Room 24 5.6 Providing an Evening Tum-down Service 26 5.7 Handling Room Transfers 28 5.8 Dealing with Lost and Found Property 30 5.9 Preparing VIP Rooms 32 sqwewoD Jo 24212 a & z VIETNAM TOURISM CERTIFICATION BOARD. CENT Chapter 6 — Servicing Public Areas 19 Chapter 7 _Non-routine Cleaning 1-8 7.1 Handling Non-routine Cleaning Tasks 1 7.2 Special Cleaning 4 7.3 Removing Stains 6 Chapter 8 Providing Supplementary Services 19 8.1 Room Service 1 8.2 Mini Bar Amenities and Facilities 4 8.3 Arranging Flowers 7 Chapter 9 Interacting with Hotel Guests 1-10 9.1 Customer Care 1 9.2 Providing Guest Services 6 9.3 Sales Techniques 9 Chapter 10 Operational Procedures 1-28 10.1 Controlling Keys 1 10.2 Reporting Maintenance Problems 5 10.3 Waste Management 8 10.4 Safety, Security and Control Procedures uw 10.5 Complying with Management Policies and Practices 20 10.6 Computer Training 22 10.7 Closing Down 24 Appendicies Appendix 1 Housekeeping Glossary of Terms 13 Appendix 2. Housekeeping Checklists 16 Appendix 3 Continuous Assessment Criteria 1 Appendix 4 Vietnam Tourism Certification Board (VTCB) 15 Appendix 5 References 1 Congratulations! AcknowledgementsHousek Operations About this Text This text deals with the essentials of housekeeping operations - the specific skills and knowledge required to carry out your job effectively in the Housekeeping department. The emphasis is on developing the competencies needed to meet the needs and expectations of today's customers, at whatever standard of accommodation is being offered - from the 5* luxury hotel to the budget hotel. Traditional practices are dealt with insofar as they can help meet those needs. Procedures are explained clearly and simple tips are provided to assist you in your job This text will help you work towards a Certificate in Housekeeping Operations from the Vietnam Tourism Certification Board (VTCB) Although there is a sequence to this Housekeeping Operations text, the design of the chapters means it can be opened at any place and provide you with information and knowledge relevant to your job, For this reason it is the ideal on-the-job reference text. How to Use this Text The main part of the text is divided into 10 chapters. Each chapter explores one main subject area The chapters are page numbered individually, for example, chapter 1 is page 1 to 11; chapter 2 is page 1 to 5, and so on, Some chapters are sub-divided into sections to allow the text be studied in logical and manageable chunks, Each section details the key operational knowledge and technical skills essential for housekeeping. The Table of Contents will help you see at a glance how the information is organised in relation to this subject. The headings show clearly what is covered in each chapter or section. On the first page of each topic section, you will find a box containing a list of the objectives, or what you will learn in the chapter. If during the course of your studies, you come across any technical terms or jargon that you are not familiar with, these are listed in the Glossary of Terms in Appendix 1, at the back of the text. This list can also serve as a useful revision aid. Throughout the text, references are made to useful websites, which you can visit on the Internet. These will give you additional information on the topics under discussion and the companies, which are used as examples. The list of References in Appendix 5, is another useful source of additional information that you can use if you want to find out more about any areas you are particularly interested in POL SIR InOgYAbout this Text VIETNAM TOURISM CERTIFICATION BOARD CeErEeneers CEYUTTST ICT) Monitoring and Testing your Progress Each section concludes with Discussion Questions and Activities for you to carry out in order to review your learning in that section and to monitor your progress. These help you reinforce your understanding of the text and its contents and to relate general procedures and practices to your job. To get the best value from the discussion questions and activities it is suggested that you check your completed work with your Teacher or a Supervisor on a regular basis. Throughout the text you will find useful checklists and all of these are brought together in ‘Appendix 2, for you to use when you go into industry. A Room Cleaning Checklist to be used for self-assessment is included, when you are learning how to service a room, In this section, there is also a Continuous Assessment Checklist for you and your Teacher/ Supervisor to complete together to monitor your progress. In Appendix 3 you will find a copy of the Continuous Assessment Criteria, against which your Teachers/Supervisors and Examiners are judging your progress. Sample Examination Questions are included in Appendix 4, to help you answer questions based on the text and to give you an idea of the type and structure of the VTCB examination that you will complete when you finish your studies.ARE NAM TOURISM CERTIFICATION crm Cenc Chapter. 1 Introduction to Housekeeping This chapter is divided into three sections, each detailing a particular topic and we will look at each of these in turn: 1. Organisation of Hotels 2. Organisation of the Housekeeping Department 3. Teamwork Section 1.1 “Organisation of Hotels Objectives When you have studied this section, you' should be able to: = Describe the overall management and departmental organisation of a hotel operation = Identify organisation and staff structures, roles and responsibilities of each hotel department and relate these to Housekeeping operations. Introduction Housekeeping is essential in all types of establishments, whether they are hotels and or guesthouses, so that that there will be comfort, cleanliness and service. All of these should be the concern of every member of the establishment. In a hotel, the Executive Housekeeper or Housekeeper is the person with overall responsibility for housekeeping. The management of the Housekeeping department will be influenced by such factors as size; type and location of the establishment and no two Housekeepers will manage their department in exactly the same way. However, regardless of whether the department is large or small, luxury or medium class, Management will expect the department to be run with the highest degree of efficiency and at the lowest reasonable cost. A hotel is a "home away from home" for guests. It is the responsibility of the Housekeeping staff to ensure the comfort and well being of the guest. The standard and tone of the Housekeeping department plays a large part in the reputation of the establishment and in determining whether guests are happy during their stay and wish to return. Housekeeping, therefore, has a key role to play in the success of the hotel. Impact of Size on the Organisation of Hotels Organisation means the arrangement of personnel and assignment of their duties and responsibilities so that the operation can function efficiently as one unit. The organisation of uidooyasnoyy 01 uonanponuy :T sa1deyDeeping _ Chapter, 1: Introduction. to. Housek VIETNAM TOURISM CERTIFICATION BOARD the hotel will depend on its size and type. However, whatever the type or size of hotel, the Front Office and Reception has oné basic function, that is, to sell rooms profitably, ‘The Management team represents the operating functions of the hotel and is responsible for co-ordinating the various activities that are necessary to the smooth running of a large business. The information about the organisation and structure of a hotel can be displayed in a drawing known as an Organisation chart, This shows the relationship between departments or divisions and their specific positions within an organisation. There is no model or standard organisational chart that describes how all hotels should be organised. Each hotel has different charts according to their size. The plan for any particular hotel depends on a wide range of variables such as location, client base, services to be offered, structural layout, type of ownership and management etc. However, despite such differences, itis possible to provide a framework which many hotels use. ‘Small Hotels "Small" can mean anything from 10 rooms to 40 rooms, but the principles of operation will be the same. The organisation is simple and usually there is one Manager supervising all areas of operation and probably all staff members will carry out a variety of jobs. The following is a sample organisation chart for a small hotel Manager | Food and Beverage Manager Head Receptionist Housekeeper Head Chef Head Waiter Reservations/Front Desk Room Attendants. Chef Service Staff Ina small hotel the Receptionist will have 2 number of tasks to carry out, for example, in addition to checking in guests, they will also have to act as Telephonist, Secretary and maybe even a Porter. Medium-size Hotels A medium hotel could have anything from 41 to 150 rooms. The size of the hotel and the quality of services necessitates that specialisation in management take place, so that there is effective supervision and control. The hotel may be organised into clearly defined departments, where the tasks can be subdivided into separate work areas and supervised by section/ department Supervisors. Staffing levels increase with the size of hotel and range of services available,VIETNAM TOURISM CERTIFICATION BOARD. Cerca reeyirs yi The following is a sample organisation chart for a medium-size hotel. General Manager [ I ans I IFood & Beverage Front Office Executive Manager Manager Housekeeper Personnel Chief Engineering Security Manager Accountant fanager Manager Large Hotels A large hotel would be one with over 150 rooms. With large hotels it is necessary for even greater specialisation to occur, to ensure effective management. This type of hotel usually employs full-time Accountants, Personnel Managers, and so on, therefore you expect a higher level of professionalism in these departments. The revenue earning sections of the hotels are split into two divisions: Food and Beverage and Rooms Division. The following is a sample organisation chart for a relatively large hotel. This represents a fairly common hotel organisation with seven divisions, each with a division head and supporting staff. General Manager Resident Manager ary Assistant Executive] Manager peep Food & Sales & Human Beverage | {Marketing| | Resource Manager| | Manager| | Manager Financial] [Engineering] [~ Rooms Controller} [Maintenance] | Division Manager | | Manager Security Manager a r = -g | Execurivel Restavrane By Chet | Manager Personnel |Training) | Chief Front Manager| |Manage Executive Accountant! Housekeeper Roles and Responsibilities ‘The management structure of a hotel comprises all positions of responsibility and authority below the level of corporate management (the Head Office). As the hotel increases in size and facilities, the management structure also increases in its complexity. ‘Buidaayesnoyy ‘07 uorNponqU) :T IdeyD,z 8 : g 3 : VIETNAM TOURISM CERTIFICATION BOARD Housek CYTE The main roles and responsibilities within the organisational structure of a large hotel a Senior Management Level Senior management is the pivotal link in the communication process between Head Office and Department Heads. At Senior Management level it is necessary to orchestrate the various Department Heads to meet the financial goals of the organisation General Manager - participates in the formulation and implementation of hotel policies and strategies. He is responsible for the overall performance of the hotel and coordinates the work of all departments, ‘The General Manager is accountable to the corporate management and ultimately to the Board of Directors. Resident Manager or Executive Assistant Manager - is responsible for the day-to-day management of hotel activities. They deal with emergencies, complaints and special events and are responsible for the welfare and safety of the staff, property and guests. Executive Level Management The persons at this level of management report directly to Senior Management and are responsible for the short and long-term planning of the finance, marketing and staff development in their particular areas of specialization. Heads of Department Effective hotel management needs a clear definition of responsibility and authority, especially in the cases of Heads of Department. The roles of the Heads of Department are usually described by their title, which also indicates their main areas of responsibility. For example, the Executive Housekeeper is in charge of housekeeping, the Financial Controller is in charge of finance, and so on, Food and Beverage (F&B) department - offers a variety of facilities to guests but concentrates mainly on the provision of food and drink. These services may be provided by coffee shops, bars, lounges and speciality restaurants, and also by the banqueting and room-service departments. Sales and Marketing (S&M) department - is responsible for generating new business for the hotel. This department plays an essential role in all departments of the hotel. The focus of this department is to attract external business to the hotel such as corporate guests, groups/tours, functions and conventions as well as the external and in-house promotion of the hotel's restaurants, bars and other guest facilities. Accounting - is responsible for monitoring of all the financial activities of a hotel. Activities may include: cash receipts and banking; the processing of payrolls; accumulating operating data; and the preparing of internal reports, audits and financial statements. Because of the importance of financial data and statistics, it is necessary for the Accounting department to coordinate closely with the Front Office, In a large hotel usually the Financial Controller is in charge of the accounting division. Security - is mainly responsible for ensuring the security of guests, visitors and employees and their property. This may include patrolling the hotel premises and monitoring surveillance ‘equipment. Human Resources department - is sometimes known as Personnel and Training. It is responsible for the employment of staff (including internal and external recruitment andARE NAM TOURISM CERTIFICA z Oper Caen selection), as well as: induction programmes; training; employee relations; compensation; labour relations; and staff development. In recent years this department has gained in importance because of the need to contend with legislation and the growing pressures of competition for business. Hotels nowadays tend to place more emphasis on the training and development of their staff, and into revising their recruitment policies in order to retain their existing workforce, Engineering and Maintenance department - is responsible for repairs and maintenance of the hotel building and its contents, as well as implementing 2 preventative maintenance programme. This programme is designed to anticipate problems, which may occur with the facilities and equipment, and to ensure that they do not break down by maintaining them ina constant state of good repair. Rooms Division The rooms division is composed of two major departments: the Front Office department and the Housekeeping department. 1. Front Office This is the most visible department in a hotel and responsible for the front desk and all of its check-in and check-out activities. It is also responsible for reservations, telephone systems, business centre and concierge duties. In many hotels, Front Office manages the interface between guests and the other various departments in the hotel 2. Housekeeping The main product of hotels is accommodation, therefore the Housekeeping department has an important role to play in the hotel operation, The Housekeeper is responsible for overseeing the preparation ofiguestrooms for sale, guest laundry services and the cleanliness of all public areas in the hotel. Close liaison between Housekeeping and Reception is essential, so that rooms are available to let as quickly as possible. Also while guests are in-house, they often request, for example for extra blankets, cots and these requests are passed to Housekeeping from Reception. Therefore, good communication between these two important departments is essential. In terms of staff numbers, Housekeeping is usually one of the largest departments in the hotel It is worth noting that regardless of the size of the property, these same basic functions and activities are necessary to provide the required products and services to the guests, Tasks that are assigned to specialised positions in a large hotel are combined into more generalised jobs in a small hotel. For example, in 2 large hotel different staff may be assigned to specialised positions for guest registration, reservations, telephone switchboard duties etc. In a small hotel, one staff member i,e., the Front Office Clerk/ Recentionist may be responsible for all these duties. The terms “front of house" and "back of house" have been used to classify hotel departments and the personnel within them © Front of house departments are those in which employees have extensive guest contact. These include Food and Beverage restaurant staff, Front Office, the Leisure department. of resort hotels and Reservations. Guest contact areas are critical in the role they play in ensuring customer satisfaction. @ Back of house departments are those in which personnel have less direct contact with guests and includes the Kitchen, Housekeeping, Engineering, Personnel and Accounting. Sudaayesnoy ‘oy uopanponquy :[ srdeyD- Chapter-4:- Introduction to Housekeeping: VIETNAM TOURISM CERTIFICATION BOARD Pier arKerke Section 1.2 | Organisation of the Housekeeping Department Objectives When you have studied this section, you should be able to: = Outline the role the Housekeeping department plays in the hotel operation. Understand the importance of your job to the hotel. Role of the Housekeeping Department The Housekeeping department has a responsibility for the cleaning of guests! rooms and public areas. Consequently, this department has in its care, linen and furnishings, carpets and furniture, beds and bedding, and sometimes laundry for both guests and other departments In some hotels, this role is extended to include guest services, such as, valet, dry cleaning and turndown service. Some of these services the customer may pay for separately or as a premium on the standard room tariff. The Housekeeping department supports the hotel's main business, Running hotels is about selling bedrooms, and the Housekeeping department is challenged with providing let-able rooms everyday of each year. They are responsible for keeping strict cost control of toiletries and linen, managing relations with suppliers to ensure product specification and delivery schedules are adhered to, and maintaining the product to the standards set and agreed within the hotel, whilst also adhering to statutory law and health and safety standards. In the Housekeeping department (as indeed in all departments) effective communication is essential, both within the department and with other departments, particularly with the Front Office, Laundry and Maintenance. If these divisions work together effectively the hotel will have an efficient, safe, secure and hygienic environment for all its guests and staff. Staff work largely unsupervised and are substantially empowered to take responsibility for their daily tasks and routines. In all its work, the aim of the Housekeeping department is to maintain high standards that are consistent with good housekeeping practices and which help guarantee guest satisfactionThe organisation of a Housekeeping department might be illustrated as follows: Room Division Manager I Executive Housekeeper Front Office Manager Secretary Order Taker Assistant Executive Housekeeper Guest Public Area Laundry Floor Floor » | Public Area Assistant Laundry Assistant |: | Assistant Manager Floor Public Gardener Laundry Uniform/ Supervisor |] Area Supervisor Supervisor Linen |Supervisor| ‘Supervisor| Room |] Public |} Florist || Gardener |} Laundry || Valet || Uniform ||Seamstress/ Attendant|| Area _|]Attendant]| Attendant |] Linen Tailor Attendant Attendant Al hotel staff play a major role in influencing whether a current guests chooses to come back to your hotel or to recommend your hotel to friends and family. A guest's experiences, the comfort of their rooms and the level of service they have received, influence a guest's view of your hotel, which in turn may influence other potential guests. Job Responsibilities Executive Level The Housekeeping Manager, also known as the Head/Executive Housekeeper, is the person ‘who accepts ultimate responsibility for the standards of cleanliness, maintenance and financial performance within the Housekeeping department. They have a controlling and directing role ? g z { g E |Introduction to- Housekeeping Chapter 1: VIETNAM TOURISM CERTIFICATION BOARD er PPeyerry of staff within the department, they liaise with customers to ensure complete satisfaction, whilst managing costs, ensuring targets are achieved and observing relevant regulations (c.g. health and safety regulations). The main roles of the Executive Housekeeper are therefore, to deal with staff deployment and development, operational standards and profitabil Supervisory Level The Floor Housekeeper is the Supervisor in charge of a floor or a number of floors within a hotel. Their responsibility is managing the Room Attendants, working within the agreed area, and supervising the quality and efficiency of their work. Once the Room Attendant has serviced @ room, the Supervisor checks that all relevant standards have been met and that the room is ready for the customer. The room is only passed to Reception as available to let, when this is check is complete. The Supervisor is therefore accountable for handing back rooms to the Front Office for letting. The Supervisor's job also involves training new and existing staff, cost control and maintenance, These tasks may involve liasing with other departments. Other duties include the management of linen, refuse, cleaning chemicals and inputting onto the hotel's computer system, for example, the confirmation of which rooms are available to be let to guests or reporting maintenance requirements. Operative Level The Room Attendant has the key role of servicing bedrooms within agreed guidelines. Each bedroom should be serviced to the same high standards of cleanliness, and the set-up of the room should be within hotel guidelines, for example the location and presentation of toiletries, or the way that the bed is made. \Vacuuuming corridors, stocking trolleys, and disposing of refuse and linen are other duties to be undertaken. All of these tasks will need to be completed to agreed productivity targets set within the hotel. These may be measured in minutes or by the volume of rooms serviced in a shift. The Room Attendant also has some responsibility for customer liaison, as they are often questioned by customers about the hotel's facilities or local amenities. They are also responsible for reporting maintenance defects, thus playing their part in ensuring that the customer's experience meets with expectations. Working in Housekeeping is a specialist career, and one which makes an important contribution towards the running of the hotel as a whole. You are a member a team of people, all contributing equally to the success of the hotel. The efficiency of the Housekeeping department staff is as important, as that of the staff of the Kitchen, Restaurant or Reception, A hotel's efficiency, is like a chain, is only as strong as the weakest link. If the weak link fails then the usefulness of the whole chain is impaired. The reputation and success of any hotel depends upon the efficiency and contribution of its entire staff. cussion Questions and Activities 1. Draw an organisation chart of the Housekeeping department at your workplace or Tourism School. List the job tasks and responsibilities of each role.VIETNAM TOURISM CERTIFICATION BOARD Hous keeping Operations 2. Visit a hotel with which you are familiar and arrange to interview a Manager (General Manager, Personnel Manager) in order to discuss the organisation of the hotel. Draw an organisational chart for the hotel and explain the reasons why the hotel is organised in the way that it is. Discuss the role of the Housekeeping department within the hotel and the Manager's view of its importance to their success. 3. Arrange a meeting with the Executive Housekeeper. During the visit, request a tour of the hotel, paying particular attention to the areas of responsibility within Housekeeping. Draw an organisational chart for that Housekeeping department.VIETNAM TOURISM CERTIFICATION BOARD CEVELUTET ET Eee Section 1.3 | Teamwork ‘Objectives When you have studied this section, you should be able to: = Understand the meaning of "teamwork" = Outline the reasons why teamwork is important. Explain the interaction between Housekeeping and other hotel departments, = State the main ways in which good teamwork can be carried out. Introduction Teamwork may be defined as working efficiently with people in the department as well as with those outside the department. For teamwork to be successful all staff need to work together. Each member of staff Is dependent on the others for the successful completion of their job, just as in the hotel as a whole many departments are dependent on each other for information and services. The housekeeping operation in any establishment is a team effort. All staff members depend on each other to provide a smooth, efficient service to the customer. Working in Teams ¢ A team may consist of two or more people and in the Housekeeping department, carrying out work in teams may be more efficient, as people work together to complete common tasks. It can be used as a system both for public area cleaning or guestroom cleaning procedures. ! * — ale Nn 2 Vly i = However, there is also some resistance to using team methods. Some Housekeeping Supe! do not like their staff to work in rooms together, as they feel there is the temptation to do more talking than working, Furthermore a lack of co-ordination of tasks between workers can result in sub-standard work. However, teamwork can be a very efficient and effective way of getting the job done, so it ( should be considered as a method for carrying out particular areas of work. The system can work quite well, fit is organised and specific tasks are delegated to each Room Attendant.VIETNAM TOURISM CERTIFICATION BOARD Hourckooping Operations Team work is important for many reasons: © It ensures that all work is carried out in time @ It ensures customer satisfaction. © It imparts feelings of "belonging" on the part of the staff. © It can provide job satisfaction and a sense of achievement through a job well done. © It ensures the smooth running of the department and of the hotel operation. For teamwork to be successful all staff need to work together and individuals need to be responsible for their contribution towards a particular task. Each individual member of staff is dependent on the others for the successful completion of their job, just as in the hotel as a whole, many departments are dependent on each other for information and services. For example: Front Office depends on Housekeeping to clean and service rooms and get them ready for sale. Housekeeping depend on Reception to provide them with information on anticipated numbers of arrivals and departures, special requests and VIPs. Good communication between all these departments is essential to the smooth operation of the hotel. Therefore, working together as a team is key to the success of any hotel operation There are many ways in which teamwork can be developed: ‘© Co-operation: Staff and departments help each other out when needed, so that the hotel runs smoothly ‘© Commitment to work: Each member of staff is committed to the goals of their department in order to ensure the provision of a high quality standard of service. © Timekeeping: Staff are always at work on time Following house rules and company policy: All levels of staff obey the rules of the organisation no matter whether a Manager or operative staff member. ‘© Company loyalty: Staff are loyal to the company in terms of their standard of work and the way in which they promote the hotel to guests Remember No one department in a hotel can operate without the full cooperation of all the others, each department is a vital part of the whole team. The team is only as strong as its weakest link. ussion Questions and Acti 1. Identify and list the main pressure points in your work area. From your list, state how staff could assist each other through teamwork. How could your department help another department cope with their pressure areas? |Chapter 2 Hygiene in Housekeeping This chapter is divided into two sections each detailing a particular topic and we will look at each of these in turn: 1, Personal’ Hygiene 2. Work Hygiene Section 2.1 | Personal Hygiene Objectives ‘When you have studied this section, you should be able to: a List the important points about personal hygiene. Explain the importance of personal hygiene. Introduc ‘The Housekeeping department is responsible for the cleanliness of the entire establishment, so staff working in that department should maintain high standards of personal cleanliness. The cleanliness of the hotel in all areas will reflect the commitment of the Housekeeping staff to their work; their personal cleanliness will reflect thelr care for colleagues and guests. From the guests’ point of view, the appearance of the staff is an important part of the service that they expect to receive. Remember You only get one chance to make a first impression. Suidaoyosnopy ‘ur ouallky ¢z sexdeup,Vierwam Tou! Housek cert! First_Impressions Hospitality means showing kindness in welcoming guests. You are one of those welcoming people. You are the one providing the hospitality. @ Your hospitality will ensure that the customers come back again and tell all their friends. You are a sales person for the hotel and tourism industry. Your appearance should show that you are prepared to welcome the guests, Your clothes should be neat, pressed and clean, with no missing buttons, or hems down. Your hair, nails and personal hygiene should be of the highest standard. If you look smart, you look efficient, © Greet guests with a friendly face, smile. © Try to avoid nervous gestures, e.g. nail biting, fiddling with your hair. ‘© Use your common sense and good manners when speaking to guests © Speak clearly, as the guest may have difficulty hearing or someone whose first language is not English. ‘Ask yourself: Jf! were a guest of this hotel, would I be satisfied? Personal Hygiene Cleanliness starts with people and personal standards of cleanliness are as important as the high standards of cleanliness you apply when cleaning a room: The following: guidelines apply to personal hygiene while working in the Housekeeping department. © Bath or shower daily. @ Use deodorant daily - a mild smelling effective one. © Change undergarments, tights, socks daily, . Since your hands touch soiled linen and cleaning cloths, frequent washing prevents cross contamination. Wash hands also: ~ Immediately after using the toilet. - Immediately before and after meals. - Assoon as hands are visibly dirt. © Avoid smoking while on duty. If smoking is permitled, then wash your hands after smoking. Avoid too much make-up, strong scents or excessive jewellery Keep nails trimmed and clean, as tong nails harbour germs. Avoid nail varnish, it can hide dirt. Brush teeth regularly. Have regular dental check-ups to prevent decay and bad breath. Keep cuts and scratches covered with suitable dressings. coceeCERTIFICATION BOARD ECE Teer ‘Wear comfortable shoes that give good support, since you will be on your feet all day, Wear tights or socks. Wash hair regularly. Keep it neatly trimmed and if long, tied back. Make sure your uniform is clean and ironed. If you have a cold, use paper handkerchiefs and dispose of them immediately and appropriately Always notify the Executive Housekeeper or Hotel Doctor (depends on hotel policies), if you are feeling unwell, so that they can decide whether or not you need to be on sick leave. Discussion Questions and Activi 1 Learn ‘to look at personal hygiene through the eyes of the customer. Visit one of the following places: (2) Local market (b) Tallor shop (c) Restaurant (d) Bar ‘What did you notice about the personal hygiene of the staff: © Uniform? © Hands? © Hair? © Your overall impression of their personal hygiene? Why is it important to have good personal hygiene on duty. List at least ten reasons, stating why. Under the heading "Presenting a Clean and Tidy Appearance", make your own list of important points. Then take a good look at yourself, in a full length mirror, if possible. Is there anything about your appearance - your hair, make-up, hands, uniform , which you would improve upon? List these points and make a conscious effort to implement these changes for the better.Chapter 2: Hygiene in Housekeeping. ARD Operations Section 2.2 | Work Hygiene Objectives When you have studied this section, you should be able to: = _ List the main points about work hygiene. = Describe the importance of hygiene to your work in the Housekeeping department. Introduction The purpose of cleaning is not just to make a room "look nice". The spread of bacteria from infected sources can occur as easily in accommodation areas, as in food preparation, therefore when cleaning any type of accommodation area special attention must be paid to the hygiene aspects. Areas "looking nice" must take equal or even second place to the control of harmful bacteria that could put guests and staff at risk, Work Hygiene Work hygiene 'best practice! is achieved by adhering to the following points. Use the correct cloth for the correct purpose Cleaning cloths can cause cross contamination - a basin may look clean when it has been wiped with a cloth, but if the cloth had earlier been used to wipe the toilet, it could leave harmful and dangerous bacteria on the basin. This is why you must use separate cloths for each cleaning job, to avoid passing bacteria from one area to another. © Alll cleaning cloths and mops should be washed at high temperatures and dried in a well ventilated area after use each day, otherwise bacteria will continue to multiply during storage. If possible, send cloths and mops to Laundry for washing, Handle soiled linen as little as possible @ Never use soiled towels for cleaning as they could carry bacteria which will be then passed to other surfaces. Never place soiled linen near fresh bed linen, as bacteria may transfer to the fresh linen. Bag all soiled linen, and dispose of appropriately. Put clean linen on clean surfaces only, Pay special attention to baths and toilets ‘© The bath can be a potential hygiene hazard. Make sure it is thoroughly cleaned and dried using the correct cloths. ‘© When cleaning toilets, remember disinfectants and sanitisers only work on clean surfaces - they are not cleaning agents themselves. © Flush the toilet before disinfecting by a chemical process.VIETNAM TOURISM Housekeeping Op © Destroy cracked or chipped china or glassware. It is dangerous and can lead to serious cuts. Germs can also hide in cracks and chips. @ China and glassware should be washed in a detergent solution at about 60 degrees Celsius and rinsed in water at 75-80 degrees Celsius and then allowed to dry in the air. How this is carried out will depend on house policy. Discussion Questions and Activities 1 With the help of your Supervisor or Teacher, arrange for a representative of the Health Department in your area to visit your Tourism School. Ask the representative to demonstrate how bacteria can grow by carrying out tests on various surfaces, e.g. ‘© Table top, before and after cleaning. Bath, before and after cleaning. Toilet, before and after cleaning. Soiled towels Your hands. ee Learn to look at work hygiene through the eyes of the guest. Visit each of the following (a) Public toilet (b) Bread and cake shop in a hotel (c) Restaurant (d) Bar In each place make a list of the possible hygiene hazards, i.e. places where bacteria could easily spread, especially by cross contamination. Discuss your lists and methods of eliminating hazards.VIETNAM TOURISM CERTIFICATION BOARD Housekeeping Op or Chapter 3 Cleaning Equipment and Practices This chapter is divided into six sections each detailing a particular topic and we will look at each of these in turn 1, Setting Up and Preparing for Work 2. Principles of Cleaning and Cleaning Procedures 3. Equipment and Materials 4, Maintaining Equipment 5. Use of Chemicals 6. Maintaining a Safe and Secure Working Environment Section 3.1 | Setting Up and Preparing for Work Objectives ‘When you have studied this section, you should be able to: = Identify the vatious supplies and linen items that are placed on a maid's trolley. = Set up the trolley to’the required standard. = Use the trolley correctly and safely. = Organise the various items of equipment and cleaning agents/materials required Introduction The key to efficient cleaning is the preparation of the maid's trolley. It is important to plan the way in which you should lay-up and use the trolley in order to make the most effective use of time. Before beginning your shift, you should always read the staff and department bulletin board, as it may contain essential information relevant to the days work, for example details of VIP arrivals of staff training sessions. Features and Function of a Trolley It is important that you know the common features of the trolley. Trolleys are mobile metal/composite carts with buffer wheels at the side, which prevent damage to walls and wallpaper. They are designed to carry clean linen and fresh supplies to guest rooms. A soiled linen bag and a container for rubbish are also part of the trolley, in some cases, there may be a separate soiled linen trolley. ; j nuivzoo045a4 9 i 2 ‘ : t z 8 aHousekeeping Operations The trolley usually contains items such as: Cleaning Agents (according to house policy) e.g.| Toilet bowl cleaner All purpose cleaner Glass cleaner Cleaning Tools eg] Toilet brush Toilet cloth (for use on toilet bowl only) Bottle brush (for overflows and under base of taps) Cleaning cloths and/or sponge Drying cloths Glass cloth (for dr Floor cloth ‘Wet mop with wringer ‘Small plastic bag for used soap, attached to the side Cleaning Equipment eg] Vacuum cleaner Bed Linen &&] Single and double sheets Pillow slips Bath Linen eg | Bath towels Hand towels Face towels Bath mats Bath robes, Collect guest supplies and have them available either in a convenient store or also on the trolley: Guest Stationery 6, | Notepaper/envelopes Ballpoint pens In-house sales material Guest Amenities eg. | Shower caps Toiletries, such as, shampoo, bath/shower gel etc Sewing kits Guest Supplies eg. | Glasses Ashtrays Clothes hangersDExyeET Peer 7 Setting Up and Using the. Trolley ‘Set Up It is important to have a neat and clean trolley, which is easy for you to use and projects a professional appearance to guests. Before you begin to service the bedrooms in your section, collect all the linen, cleaning equipment and guest supplies you will need and store them in the appropriate piace on the trolley. Stack the linen on the shelves of the trolley with folds facing ‘outwards. This makes it easier to count and hygienically remove linen without handling it too much. Never leave linen on the floor for any reason. You should also attach a bag, for soiled linen, to one end of the trolley and a refuse bag, to the other. It is essential that you set up all items on shelves of the trolley, so that they will be convenient to reach and easy to use Remember Linen should be arranged on the trolley according to hotel standard set up. Using the Trolley When in use, place the trolley directly outside the guestroom door, so that all items are easily accessible and in order to prevent unauthorised persons entering the room. Do not bump the trolley against walls or doors. Watch out for potential safety hazards: Do not block fire doors or exits with the trolley, Empty linen bag and rubbish containers regularly, Do not overload trolley. Do not stack linen too high, if you are a short person, you may not be able to see over the top. Douse all cigarette ends with water before putting into rubbish container. a Be careful not to collide with people or trays when moving trolley.Cleaning and Storing ‘© When you have finished using the trolley, empty it and clean with multi-purpose cleaner and store correctly. Have soiled linen bag laundered as required. Keep wheels well oiled for ease of movement. Restock the trolley and store in a service area, but not in a fire exit or doorway. Discussion Questions and A 1. Prepare and set up a trolley for the cleaning of six departure rooms. Note how long it takes. Practice and improve your speed. 2. Make a list of each item stored on the trolley that is used for cleaning purposes, for example cleaning agents, cleaning tools. Now visit your local shop or supermarket and note which of these products are available.VIETNAM TOURISM CERTIFICATION BOARD oI Operations SET) Section 3.2 | Principles of Cleaning and Cleaning Procedures Objectives When you have studied this section, you should be able to = State the ways in which soiling can occur and methods of control. a State the factors affecting the frequency of cleaning. State the various cleaning frequencies. = Explain the methods of cleaning and agents used. Identify common floor surfaces and know how to clean them. Introduction Cleaning is an important part of all housekeeping work in order to provide all guests with a high quality stay in the hotel. Therefore, you must understand what clean means and the functions involved in effective cleaning, Clean means: “Free from dust, dirt, stains, marks, cobwebs, grease and other unwanted substance". What might need to be removed to make an area clean? Dust - is made up of airborne particles which settle on surfaces Dirt - is dust combined with water and grease and it sticks to surfaces Foreign articles - these are normally larger items of rubbish. iquids - in addition to water, you may have to remove other liquids that have not been absorbed by surfaces. Soiling Soiling can occur in many ways, but usually comes into the building through windows, doors, on people's clothes, feet, baggage or dirty equipment. It can also be caused through using poor cleaning methods, stains, tarnish, fumes and smoke. In order to control soiling, you should always be aware of the cleaning utensils and liquids you are using and their uses and be careful never to spill them. If you do see spillage that could cause damage, then arrange for it to be attended to as soon as possible. Be aware of open windows and doors where, for example, rain could soil curtains or carpets, Reasons for Cleaning Cleaning is an essential function of the Housekeeping department, as it cleans the environment that the guest is paying to stay in for a period of time, that is, the guest bedroom. The cleanliness of the room will usually form the basis of the guest's perception of the hotel as a whole. ¢ roadey, i |Cleaning is necessary for a variety of reasons, to: © Ensure and maintain a high level of hygiene, which reduces the risk of disease and germs. ‘© Control the spread of harmful bacteria. @ Improve the appearance and enhance the image of the hotel to guests. © Preserve the state of the fixtures, fittings and fabrics in all rooms by removing stains and marks. Reduce safety and fire hazards, such as open windows, burning cigarettes or electrical goods left switched on. @ Remove refuse which could be a fire or slip hazard. ‘Cleaning Equipment and Practices: . Cleaning Frequencies Different types of cleaning should be carried out at differing frequencies depending on Type of soil; ‘Chapter 3: Amount of soil; How busy the area is; How well an area was last cleaned; Special circumstances, e.g. VIP visits or the weather; Equipment available; Cleaning agents available; Staff available; Capabilities of staff, Location to be cleaned; Age of item to be cleaned; Design of item to be cleaned; Costs of cleaning, i.e. the budget; eee eee eee eee ee Change of routine due to Management policy decision. The various cleaning frequencies are: Daily - occupied and departure rooms; Weekly - e.g. door frames, skirting, air conditioner grill; Periodic - e.g. carpet shampooing, curtains; ceee Frequently (as many times as required) e.g. ashtrays, table tops, public toilets; © Special - spring cleaning. The area to be cleaned, will determine the frequency, e.g. the public toilets, may have to be check/cleaned many times, but only actually cleaned, if dirty.VIETNAM TOURISM CERTIFICATION BOARD CrErey Hourckoop Clea ‘There are many different cleaning techniques. The most common are: ig Techniques Washing - water and a cleaning agent; Friction - using an abrasive; Static electricity - using a static mop/sweeper, e.g. scissors mop; Suction - using a vacuum cleaner or wet pick up machine; ‘© Force - using pressurised water The technique chosen will depend on the type and amount of dirt and the surface to be cleaned It is important to chose the correct technique otherwise: © Damage may be caused if the wrong method is used @ Cleaning may not be effective, ie. there is no point in dusting a deeply ingrained stain, or wiping a bath, when friction would be a better method to remove body soils. Never use dirty water to clean. Dirty water is the source of many germs and can easily multiply germs and diseases throughout the hotel Clean water is in itself a cleaning agent, but should be used with an additional cleaning agent because of "surface tension". "Surface tension" refers to waters inability to wet a surface properiy: adding an additional cleaning agent allows the cleaner to get to the heart of the stain through reducing this tension. Cleaning Methods The appropriate cleaning method should be chosen for the task to be carried out. The main methods are: Damp Dusting - involves taking a clean cloth and dampening it with an all-purpose solution. “Take care to wring the cloth in order to avoid drips and streaks, then go over the appropriate surfaces with the cloth. The dampness of the cloth prevents the dust from being scattered and is therefore more effective then dry dusting. Most surfaces can be cleaned in this way. Correct way to damp dust @ Wring out a clean cloth in clean warm water and a small amount of multi-purpose detergent (sparingly, no suds) @ Make sure the cloth is damp, not wet. Cloth should be just damp enough to pick up dust, but not wet enough to leave streaks. ‘© Start with highest surface to be dusted and work down, Generally start at the entrance to a room and work around the room, finishing back at the entrance. Do not shake the cloth. © When a side of the cloth has been soiled, refold and expose @ clean area. Wring out in clean water when necessary. ¢ ; & i z : 3 zg i 8‘Chapter’ 3: Cleaning Equipment ‘and Practices Housekeep ‘© Pay special attention to hand contact areas, e.g. door handles, TV control panel, telephones, light switches or any area where hand marks can accumulate © At the end of the day, wash, rinse and hang cloth to dry Polishing - is primarily used to protect and nourish wood, especially for antique furniture. You should always follow the manufacturer instructions. Bees wax is occasionally advised instead of spray. However, most surfaces in hotels are sealed and therefore polish is not effective or even required, damp dusting should be enough. Dry dusting - is not an effective cleaning method, as it only moves dust around and does not fully clean surfaces. Only use this method where itis inappropriate to use damp dusting because of the surface. ‘Sweeping - has the same effect as dry dusting and is therefore not an effective method of cleaning. Mopping - includes wet mopping and dry mopping Disinfecting - kills some types of bacteria, but is used mostly to reduce numbers of bacteria to a safe level. Disinfectants are NOT cleaning agents, but are used AFTER thorough cleaning of a surface. Suction - is the most effective type of cleaning, as dust is sucked into a bag and can be disposed of easily Cleaning Agents and their Uses The properties of cleaning products vary and can range from being acid to being alkali. A pH scale can be used to show their relative acidity or alkalinity. The scale ranges from 1 to 14, where 1 to 6 is acid, 7 is neutral and 8 to 14 is alkali + Alkali-~ Neutral - _ Acid 1 2 3 4 5 6 7 8 9 10 11 12 13 14 7 |. Toilet Neutral Soaps Alkaline Heavy cleaners cleaners cleaners duty cleanersVIETNAM Tou! creer Cleaning Agent Uses Water Use with some other agent, e.g. detergent for best results. Acids : Lemon juice Removes rust marks and tarnish from metal. Vinegar Cleans windows. Toilet cleanser Cleans toilet bowls. Alkaline cleaners Baking soda Stain removal. Borax Cleaning enamel and porcelain Washing soda Softens water. Cleans drains. Caustic soda Ammonia Removes heavy grease. Removes grease stains. Bleach Whitens and removes stains from fabrics and also in toilet bowls and sinks. Also a disinfectant Detergents Washing-up liquid Washing floors, walls and bathroom tiles. Cleans most hard surfaces. Washing crockery. Powder Washing clothes. Soap bars Washing hands. Abrasives: Scouring powders Cleaning hard surfaces, especially baths, hand basins. Scouring paste Scouring liquid Cleaning hard surfaces, especially baths, hand basins, {Clean Cleaning hard surfaces, especially baths, hand basins, Polishes Metal polish: Liquid Removes tarnish and polishes metal Furniture polish - Paste Polishes wood surfaces Furniture polish - Cream Polishes wood surfaces. Furniture polish - Liquid Furniture polish - Spray Polishes wood surfaces. Polishes wood, glass, chrome and bathroom tiles. Window cleansers Cleans windows. [Solvents Methylated spirit Removes grease and wax. White spirit Removes grease and wax. Carbon Tetrachloride (dry cleaning fluid) Removes grease and wax. Disinfectants, Antiseptics Disinfectants kill bacteria. Antiseptics prevent bacterial growth. ° 5 g a * 9 g 2 a gz | 8 a > 3tices Equipment and “Practis ning, Chapter 3: Clez VIETNAM TOURI CERTIFICATION BOARD. a Housckeoping Operations Floor Surfaces Floor surfaces must be cleaned frequently, but it is important to understand that there are a variety of floor surfaces found in a hotel and each one has different cleaning implications. Hard Finishes Examples include: © Ceramic Tiles - are made of clay and the floor tiles are available in a variety of qualities, colours and sizes. Regular cleaning with attention to loose or broken tiles is required. @ Concrete - made from cement, sand and stone. Concrete is easily damaged by acids and alkalis, ¢ Granolithic- a heavy duty floor made by mixing ground granite into fine cement. Used for basement corridors, storerooms, stairways and laundries. © Marble - is metamorphosed limestone, usually found in entrance area (lobby). It is not affected by neutral chemicals, but is sensitive to acids and strong alkalis, oil and oil based products. © Terrazzo - a hard floor finish consisting of a mixture of marble and other decorative chippings, set in fine cement. It is laid as pre-cast tiles or slabs and is normally used in foyers, cloakrooms and kitchens. Terrazzo floors should be cleaned regularly, but acids and strong alkalis should be avoided, Semi-hard Finishes Examples include: © Thermoplastic Floor Tiles - may be polished with a water-based polish, and are used in bathrooms, cloakrooms, corridors and offices. @ Vinyl and Linoleum - may be sealed and/or polished and is used in many places, such as linen rooms, offices, corridors, bathrooms and cloakrooms. These floors should be cleaned regularly and scrubbed, use of alkalis and coarse abrasives should be avoided. @ Wood - good quality wood finishes are among the most beautifu! fioorings, providing the variety of the wood and the size of the unit are chosen for effect. Regular cleaning is necessary to maintain the surface, Resurfacing by sanding may be necessary periodically. Remember When cleaning floors always use clean water, as well as clean cloths and containers. Carpets Carpets can be laid on any dry, clean, smooth floor and are used for appearance, warmth and sound insulation. Carpets originated in Asia and at one time they were all handmade; now carpets are mainly machine made and in some cases may be reproductions of the original Eastern ones. In general, carpets consist of a backing or foundation, and a surface pile, which may be cut or uncut. They may be woven or tufted according to their method of manufacture, Carpets should be vacuum-cleaned frequently and shampooed when necessary.a Discussion Questions and Activities 1. Give three examples of why cleaning is important for economic reasons - how can cleaning save money? 2. Find three different types of hard floor in your Tourism School or workplace, and discuss why you think the type of surface is/is not suitable for the area in which it is used. How often are they cleaned, and by what method? 3. Pick any room in your Tourism School or workplace and list the different materials used for floors, walls, doors and furniture. What cleaning agents would you use for each surface? 4, In groups of three, visit a local hotel, make an appointment with the Housekeeper and discuss the types of cieaning methods, cleaning agents and cleaning aids, which they use. ‘Ask the Housekeeper to show you the different types of flooring throughout the hotel, ask how the Housekeeper cleans and maintains these. Write a report on your findings. saoqelg pue ywourdinby Surueay) =¢ s23dey,Section 3.3 | Equipment and Materials Objectives When you have studied this section, you should be able to: itand Practices ‘= Identify the various items of mechanical and electrical equipment used in the cleaning process, state the function of each and the correct way to store them a State the different types of materials available for use in cleaning and the function of each. juipment Eq FP Introduction é Ina hotel, there is usually a variety of manual, mechanical and electrical equipment to choose from for cleaning. It is important to understand their capacity and their function, so that equipment can be used efficiently and safely Chapter’ 3: Mechanical/Manual Equipment The mop sweeper is generally used for vinyl or hard floors, or for removal of water. The mop should be used with a bucket for washing and wringing the mop out. Mops collect the dust and grit when taken across the floor, because they are damp. They can be washed off in the bucket. Manually operated machines, such as the carpet sweeper, are normally used as a back-up but not as a substitute for the vacuum cleaner. When used, the wheels rotate two brushes, which remove and collect loose particles from the carpet. The sweeper should be used in a forward and backward movement and several sharp strokes should be used to remove dirt and grit. ‘Obviously, the cleaning is not as thorough as with a vacuum cleaner. Electrical Equipment There are many type of electrical equipment being used in housekeeping. However, the most common equipment is the vacuum cleaner. There are two main types of vacuum cleaner: 1. Upright vacuum - upright models work through a combined suction and beating process. They are suitable for use on large areas of carpet, because they have larger heads than theHousekeepin cylinder machines. Debris from the carpet fibres is drawn into the machine and then up into the dirt-collecting bag attached to the handle. Remember to adjust the head of the cleaner, according to the depth of the carpet, to ensure efficient dust extraction. Cylinder or canister vacuum - the floor models operate solely by suction. When operated, these machines create a vacuum, which sucks debris from the surface of the carpet. These are more commonly used in bedrooms because they have a smaller cleaning head and are easier to manoeuvre around the furniture. Other types of vacuum cleaner you might have to use are: A © Wet/Dry vacuum cleaners - can be used in the conventional way or to suck up liquid spills on hard or carpeted surfaces. The wet/dry vacuum can also be used to shampoo carpets. © Cordless vacuum cleaners - can be used in areas where sockets are not available or as a temporary measure, since the power of the motor is not as strong as that on a conventional vacuum cleaner wide range of attachments are provided for different tasks, for example, taking dust from curtains, upholstery, under furniture and for cleaning edges and corners: 1. ‘© Soft round brush for cleaning e.g. light fittings or picture frames, adjustable to any angle. ©. Crevice tool for cleaning recesses of upholstered furniture or, when fitted with brush, for cleaning book shelves, radiators and Venetian blinds. © Furniture nozzle for upholstery and mattresses, Can be used for curtain cleaning when used with insert, to prevent curtain being sucked in, © Three-in-one nozzle cleans carpets and hard floors. A gentle pressure of the foot transfers from one application to another. © Bristled metal nozzle gives high suction over large floor areas and walls. Using a Vacuum Cleaner Ensure that the dust bag in the machine is empty before using. Use of a dust bag increases, efficiency, ensures hygienic operation and ease of emptying. Remove all unnecessary objects from your path. Remove any large or sharp objects by hand before vacuuming, as these could cause damage to the machine. : i e . : iVIETNAM TOURISM CER’ How ATION BOARD CYVEETIeTy 3. Plug in machine and switch on. 4. Work systematically over whole area to be vacuumed. Start at the far inside corner and move slowly up and down full lengths of the floor area, going over each section a few times until you arrive back where you started. 5. IF attachments are provided, they should be used to remove dirt from edges and corners of rooms, Otherwise use a hand brush. Some vacuum cleaners have attachments built into the machine (head can be changed at the touch of a button). 6. Wheel the machine wherever possible and walk around it. Avoid stretching or pulling the flex, by straining around furniture. 7. Keep hose around your body to prevent tangling. 8. Prevent back injury by: @ Keeping back straight when using a vacuum cleaner; @ Bending knees and using both hands when lifting the machine. Other Cleaning Equipment Other cleaning equipment requited by housekeeping staff to service areas include: ¢ Caddy for carrying cleaning agents and cloths. © Bucket for washing and rinsing cloths @ Dust pan and small brush. At the end of each shift, containers should be cleaned and re-stocked where appropriate. Use, Care and Storage of Cleaning Equipment Equipment Use [care Storage | Cloths Cleaning Cloths Collecting dust. [Wash rinse, dry. [Store in dy area Damp Cloths Dusting all surfaces |Wash, rinse, dry. [Store in dry area above floor level. Floor Cloths Used to wipe up spills | Hot wash, rinse dry. [Store in dry area from floors or wash floors Polishing Cloths Rubbing surfaces Wash, rinse dry. Store in dry area up to shine, ef Glass Cloth (lint free)| Cleaning glasses. __|Wash, rinse dry. [Store in dry area. Chamois Skins Wet cleaning windows] Wash, warm water, If damp, in plastic bag. and mirrors, Drying | no detergent. Store metals. damp ot dry flat and rub up.CEE Equipment Use Care Storage Cloths Rags Apply polish or Dispose of or wash. Store in dry area. cleaning agent. Feather Dusters Dust removal - good for high areas. Shake out. Hang to prevent damage. Brooms & Brushes Floor Brush (hard) | Sweeping concrete. Remove dust /hairs. Wash, rinse dry. Hang upside down. Floor Brush (soft) | Sweeping viny//tiles. Remove dust/hairs. Wash, rinse, dry. Leave on side to dry, Scrubbing Brush Scrubbing floors, wood Remove dirt, wash. Leave on side to dry Broom Brushing new carpets Remove dirt/ hairs. Hang upside down. seon2eg pue qoudinds Bujuest :¢ saidey> Toilet Brush Cleaning toilets only. | Wash/tinse in Hang upside down, disinfectant. Bottle brush Cleaning sink outlets /| Wash/rinse in Hang, overflows, disinfectant. Hand Brush Cleaning corners. _| Remove dust, wash, dry,| Leave on side to dry Sponges Abrasive Sponge Debris removal. Rinse out. Keep in service areas fs with bucket Double-sided Sponge | Cleaning bathrooms. | Rinse out with Keep in service areas disinfectant. with bucket. Mops Floor Squeegee Use for vinyl or hard | Rinse. Hang upside down to dy, floors or removal if possible remove head of water. from pole, to facilitate crying. Dust Mop Dusting floor. Rinse Window Washer Window cleaning. _ | Rinse. Wet Mop Wet mopping floor. | Rinse Cleaning Agents The purpose of any cleaning process is to remove dust and grit. Some surfaces can be cleaned by dusting or vacuum cleaning when the dust and grit form lose particles on the surfaces, Where dust adheres to a surface, cleaning agents must be used to loosen it