Professional Documents
Culture Documents
1.
COURSE OUTCOMES: 1.
1.
O
rganize housekeeping job.
2. Clean and Maintain Public Area.
3. Clean and Maintain Guestroom.
4. Provide Linen and Laundry Service.
LEARNING OUTCOMES:
Pre-Test
MARCHING TYPE: Match the job for the following job positions.
1. Houseman A. Mending of uniform
2. Room Attendant B. Cleans ladies comfort room in public areas
3. Washer C. Cleans corridors, hallways, offices
4. Linen Attendant D. Does washing of soiled linen
5. Valet Runner E. Performs rooms inspection
6. Rooms keeping supervisor F. Picks up guest laundry
7. Head houseman G. Installs mini bar in guestrooms
8. Mini Bar runner H. Performs fumigation of pests
9. Powder girl I. Monitors cleaning in public areas
10. Pest control technician J. Does room make up
CONTENT
What is Housekeeping?
Guestrooms
Hallways and corridors. Lobby
Public areas and restaurants
Offices
Stairways
Grounds and plants
Linen and laundry area
Pest Control
It does not include the kitchen and dining areas since these are handled by the Food and
Beverage Section.
4. Installation, cleaning and maintenance of fixtures and facilities like furniture and appliances.
5. Pest control
Housekeeping Organization
Figure 1.
The housekeeping department in a large hotel or 5 Star Hotel is headed by the executive
housekeeper. He/she reports to the general manager, or to the resident manager, or the rooms
division manager in a large hotel. In the case of a chain of hotels, the executive housekeeper also
reports to the director of housekeeping, who heads the housekeeping departments in all the hotels of
that chain.
The deputy housekeeper assists the executive housekeeper and, depending on the size of the
property, there can also be assistant housekeepers who look after the various areas of responsibility in
the hotel, that is, floors, public areas, the linen room, and desk control.
The Housekeeping Organizational Chart in a large hotel also contains multiple supervisors
for each section of the housekeeping like the Laundry, Desk Control, Floor Supervisor, and Public
Area Supervisor, Night Supervisor etc. each of these supervisors’ reports to the Assistant
Housekeeper or the Executive housekeeper.
Figure 2.
The housekeeping department in a Medium Size hotel or 3-4 Star Hotel is headed by the
executive housekeeper. He/she reports to the general manager. In the case of a chain of hotels, the
executive housekeeper also reports to the director of housekeeping, who heads the housekeeping
departments in all the hotels of that chain.
The deputy housekeeper assists the executive housekeeper and looks after the various areas of
responsibility in the hotel, that is, floors, public areas, the linen room, desk control and staffing etc.
Figure 3.
The housekeeping department in a Small hotel or 1-2 Star Hotel is headed by the Executive
Housekeeper or a Housekeeping Manager. He/she reports to the general manager. In the case of a
chain of hotels, the executive housekeeper also reports to the director of housekeeping, who heads the
housekeeping departments in all the hotels of that chain.
In small hotels, the executive housekeeper controls the various areas of responsibility in the
hotel, that is, floors, public areas, the linen room, desk control, inventory and staffing etc.
The Housekeeping Organizational Chart in a Budget hotel has only two supervisors only one
for the desk control and linen and the other supervisor is to manage all aspects of the rooms and
public area. Both of these supervisor report to the Housekeeping Manager or EHK.
1. Assigns workers their duties and inspects work for conformance to prescribed standards of
cleanliness.
2. Investigates complaints regarding housekeeping service and equipment, and takes corrective
action.
3. Obtains list of rooms to be cleaned immediately and list of prospective check-outs or
discharges to prepare work assignments.
4. Coordinates work activities among departments.
5. Conducts orientation training and in-service training to explain policies, work procedures,
and to demonstrate use and maintenance of equipment.
6. Inventories stock to ensure adequate supplies.
7. Evaluates records to forecast department personnel requirements.
8. Makes recommendations to improve service and ensure more efficient operation.
9. Prepares reports concerning room occupancy, payroll, and department expenses.
10. Selects and purchases new furnishings.
11. Performs cleaning duties in cases of emergency or staff shortage.
12. Examines building to determine need for repairs or replacement of furniture or equipment,
and makes recommendations to management.
13. Attends staff meetings to discuss company policies and patrons’ complaints.
14. Issues supplies and equipment to workers.
15. Establishes standards and procedures for work of housekeeping staff.
16. Advises manager, desk clerk, or admitting personnel of rooms ready for occupancy.
17. Records data regarding work assignments, personnel actions, and time cards, and prepares
periodic reports.
18. Screens job applicants, hires new employees, and recommends promotions, transfers, and
dismissals.
Head Houseman
Basic Job description:Respond promptly to requests from guests and
other departments. Identify and report preventative or other maintenance
issues in public areas or guest rooms. Performs any combination of the
following tasks to maintain guestrooms, working areas, and
the hotel premises in general in a clean and orderly manner.
Duties and Responsibilities:
1. Cleans rugs, carpets and upholstered furniture using a vacuum
cleaner, broom and carpet shampoo machine.
2. Cleans rooms, hallways and restrooms.
3. Washes walls and ceiling, moves furniture’s and turn mattress.
4. Sweeps, mops, scrubs, waxes and polishes floor.
5. Dusts and polishes metalwork.
6. Collects soiled linen for laundering.
7. Received linen supplies from floor shoots.
8. Maintains housekeeping carts.
9. Removes trash collected by room attendants.
10. Walk all assigned floors at beginning and end of shift to collect Newspaper bags, newspapers,
trash, soiled linen.
11. Pickup clean linen and refill the par stock of linen on each floor pantry.
12. Deliver towels, cribs, cots and other items to the guest rooms on requests.
13. Perform duties of room attendant when necessary.
14. Sort linen, stock room attendant closets.
15. Refill the par stock of guest amenities and supplies on each floor pantry.
16. Help the room boys / house maids with the heavy lifting when super cleaning / spring
cleaning of rooms.
17. Clean all public areas in the prescribed manner while following department standard
operating procedures.
18. Remove soiled linen and trash from the pool side and other service area and take to
appropriate locations in the prescribed manner.
19. Assist room boys / house maid with placing bed boards, roll-ways beds, extra bed etc.
20. Report missing / found articles, damage or merchandise problems to the housekeeping
supervisors.
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21. Respond at all times in a friendly, helpful manner to guests and other colleagues.
22. Take up any tasks assigned by the supervisors as and when needed.
23. Report to work in required uniform and in adherence with the Hotels Dress Code Policy.
24. Must be able to work independently and as a team player
Houseman
Basic Job Description: Performs any combination of the following
tasks to maintain guestrooms, working areas, and the hotel premises in
general in a clean and orderly manner. Demonstrates a professional,
friendly, warm and welcoming demeanor to all guests and employees.
If hired a request will be made of the employee to sign and
acknowledge technical and service training standards and expectations
as well as a copy of this job description.
Duties and Responsibilities:
1. Cleans rugs, carpets and upholstered furniture using a vacuum cleaner, broom and carpet
shampoo machine.
2. Cleans rooms, hallways and restrooms.
3. Washes walls and ceiling, moves furniture and turn mattress.
4. Sweeps, mops, scrubs, waxes. Vacuums and polishes floor.
5. Dusts and polishes metalwork.
6. Collects soiled linen for laundering from housekeeping carts.
7. Assists in keeping the lobby area clean, neat and free of debris and trash as needed.
8. Receives linen supplies from laundry and stocks linen closets on guest floors in a neat
organized manner.
9. Maintains housekeeping carts and stocks supplies.
10. Strips soiled linen from beds when asked to help housekeepers.
11. Removes trash collected by room attendants.
12. Walks all assigned floors at beginning, throughout the day and end of shift to collect trash,
soiled linen and other items as assigned by management.
13. Transports clean linen to the housekeeping storage rooms on the floors and refills the par
stock of linen on each floor
14. Refills the par stock of guest amenities and supplies on each housekeeping storage area.
15. Helps the room attendants with heavy lifting and special cleaning projects as directed.
16. Cleans all public areas in the prescribed manner while following department standard
operating procedures.
17. Removes soiled linen and trash from the pool side and other service areas and takes to
appropriate locations in the prescribed manner.
18. Assists housekeeping with placing bed boards, roll-ways beds, extra bed etc. in appropriate
fashion per standard operating procedures.
19. Reports missing / found articles, damage or merchandise problems to the housekeeping
supervisor and managers.
20. Responds at all times in a friendly, helpful manner to guests and other colleagues.
21. Handles any tasks assigned by the supervisors as and when needed.
Valet Runner
Basic Job Description: Being a laundry valet you are responsible to ensure
that all laundry services for the hotels guests is done as per the standard
policies and is met on time. Also responsible for laundry collection from guest
rooms, dry-cleaning, washing, drying, pressing and folding of guest’s laundry
along with other hotel linen.
Additionally, properly tags Guest items and then sorts for appropriate
action like Washing, dry cleaning, stain removal, pressing or send for
repairing to the hotel tailor.
2. Orderliness
Facilities and fixtures are properly arranged and installed in their
appropriate location.
Room amenities are properly installed in appropriate location;
arranged for the convenient access of guests.
Beds in guestrooms are made up properly, linen are mitered and wrinkle free.
3. Sanitation
The whole area is free from all sources of bacterial contamination such as un-
disposed garbage and leftover, stagnant water, etc.
Wet garbage containers are underlined with plastic
liner and covered; trash and waste are disposed
regularly.
All items for personal use of guests and which come
in contact with the body like linen, cutleries, glasses,
etc., are sanitized with sanitizing detergents to
protect guests/users from bacterial contamination.
Glasses that are installed in guestrooms are covered
or wrapped in to protect them from dust and contamination.
All areas inside the building are protected from pest infestation and regularly
fumigated.
Cleaning and disinfecting tools are stored away from food.
Chemicals are labeled and stored away from food.
5. Eye Appeal
6. Safety
Offices, conference rooms, social hall and public areas are from safety hazards like
open electrical outlet, dangling wires, damaged tiles, slippery floors, broken chairs,
etc.
Guestrooms are checked for safety hazards during the room
check;
Safety hazards are corrected before they can cause injury or
accident;
Building is provided with all required safety facilities like
ventilated fire exists, emergency alarm, fire extinguishers/hoses,
luminous safety signs, etc. safety standards prescribed under the
building code are strictly enforced.
Safety instructions during emergencies are available in guest rooms.
The hotel or building is prepared for any emergency, has a well-organized safety or
emergency procedures and emergency brigade.
All staffs are trained on emergency procedures.
Trained roving guards are available in hotels to check movements in guestrooms and
to insure the protection of guests.
8. Guest Relations
Requests and concerns of house guests and clients are given
prompt and proper attention.
Staff exhibit warm and pleasant disposition in dealing with
guests.
Tact and courtesy are observed in dealing with customer
complaints.
Customer feedback is solicited to determine guest’s satisfaction.
Customer feedback and concerns are logged down and discussed for corrective action
during meetings.
Staff express warm appreciation and gratitude for guest patronage.
There is accurate and appropriate response to inquiries/requests.
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Service providers go out of their way to render extra service to guests.
Guests with special problems like the sick, intoxicated ones, etc. are given the
necessary assistance and support.
Learning Activity:
1. What does the word “Orderliness” mean to you? When can you say that the house is in order?
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3. What is the difference between rooms’ maintenance and maintenance of public areas?
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ASSESSMENT:
DIRECTION: Answer the given problem/question and you will be rated based on the scoring rubrics
below.
1. Draw an organizational set up for a housekeeping department in a hotel with 24 rooms, 3
function rooms, 1 coffee shop, swimming pool and spacious grounds. Mention the positions
needed. Delineate the flow of authority and the distribution of responsibilities.
LEARNING OUTCOME:
At the end of the lesson, the student should be able to:
1. Perform cleaning and maintaining public areas.
Pre-Test
MULTIPLE CHOICES:Choose the correct answer and Write the letter of your answer in the space
provided.
1. Which of the following cleaning equipment used in scrubbing, stripping and polishing?
A. Vacuum cleaner C. Floor polisher
B. Carpet Extractor D. Carpet Sweeper
2. A process of eliminating of embedded dirt, oil and old layers of floor finish and sealer.
A. Sealing C. Finishing
B. Stripping D. Maintaining
3. Which of the following relate to a condition of cleanliness?
A. Sort C. Systematize
B. Shine D. Standardize
4. Which of the following ensures confidentiality, integrity and availability of data and
information materials?
A. Safety C. Comfort
B. Preventive D. Security
5. Which of the following entails the orderly and systematic arrangement of things?
A. Sort C. Systematize
B. Shine D. Standardize
6. A process that helps to smoothen rough surfaces and scratches?
A. Sealing C. Finishing
B. Stripping D. Maintaining
7. A process of removing of embedded dirt and stains in cleaning floor and maintenance?
A. Extraction C. Sweeping
B. Vacuuming D. Shampooing
8. Before polishing or mopping public hallways, what is the first step to do?
A. Wash mop heads thoroughly C. Install caution sign
B. Put barrier D. Sweep the floor
9. A process of eliminating of embedded dirt on floors?
A. Extraction C. Sweeping
B. Vacuuming D. Spray Buffing
10. CLAYGO means?
A. Clean as you go C. Clean, arrange before you go
B. Cleanliness D. Picking up trashes
IDENTIFICATION:Identify the following.
CONTENT
D. Cleaning Chemicals
Disinfectants like Lysol, used They are used to disinfect toilet bowls, urinals, sink
with a sprayer and other areas that are most vulnerable to bacterial
contamination. Dilution will defend on the degree of
disinfection. The average is one cup of Lysol to 1
gallon of water.
Muriatic acid This strong chemical shall be used only for removing
cement or plastic remains from floors. It is not
advisable in cleaning toilet bowls since it is very
strong and it can damage the tiles.
Hands should not get into direct contact with the acid
as this can cause skin irritation. If the remains are
thick, leave solution on the area for a few minutes or
longer. Then remove the remains with a scraper or a
hand brush. Repeat the process until all cement or
plasters are removed. Rinse thoroughly with water
since any acid that remains on the surface may cause
damage.
Lacquer or paint Use this to remove lacquer or paint from hard
thinner surfaces. Apply with a cleaning towel or scouring pad
until the leftovers are removed. Then pat dry and
polish the surface. Since the solution is highly
concentrated, light spraying is sufficient to be able to
economize.
Cleaning Standards
Tasks Standards (Expected Results)
Vacuuming daily
Mixes: come in granolithic, terrazzo,
ceramic and tile, terra cotta, brick and
concrete and pebble washout.
2. Resilient Floors
Brushing with a push brush
Linoleum: is a mixture of solidified
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linseed oil, gums and pigments, cord dust, laid on
burlap,canvas or felt backing. It comes in attractive Wet mopping
patterns-geometric, floral and abstract.
Sweeping – daily
Spray buffing/
Polishing as needed
Dust mopping
4. Carpeted Floors
Vacuuming – daily
STRIPPING
SEALING
FINISHING
MAINTAINING
A. Stripping Floors
STEPS PROCEDURES
1. Clear the area of dirt and spots so that the Sweep or vacuum, the floor thoroughly.
dirt/soil will not be absorbed by the Remove sticky deposits or material with a
stripping solution putty knife.
2. Place a caution sign to prevent slips on the Place the sign in the working area “wet floor,
floor watch your step’
4. Soften the old film to make stripping easier Spread the solution on the floor with a mop
to accomplish. and let it be absorbed for 10-12 minutes.
5. Scrub the area thoroughly from the farthest Use a floor machine with an abrasive pad or
to the nearest brush, depending on the type of floor.
6. Pick up the softened and suspended film, Use a mop or use a wet-dry vacuum
dirt and soil
7. Rinse the floor thoroughly Remove all cleaning solution, using a clean
mop. Use a different mop for rinsing.
Make sure the coats are even.
8. Let the floor dry completely Once dried, the floor is now ready for the
application of wax or floor finish.
Stripping Tips
1. Follow recommended manufacturers dilution; stronger is not always better. The stripping
solution must contain some water to be effective and emulsify old floor finish properly.
2. Allow the floor stripping solution to penetrate the old floor wax and finish for several
minutes (5 -10 preferably) before scrubbing. For heavy buildup and extremely aged finishes,
you may have to apply more floor stripper to the floor as the stripping solution becomes
saturated with old loosened wax and finish.
3. To check if the floor is ready for scrubbing, scrape the finish film with the center section of
an aggressive floor pad or scrapper/putty knife. Black floor scrubbing pads are ideal for use
when top scrubbing or stripping floors. (Be sure you are wearing rubber gloves.) If you easily
scrape the loosened old floor wax / finish down to the bare floor, it is having emulsified and
is now ready to scrub. If the pad scrapes only a slippery layer of finish, then you need more
dwell time or more stripper solution.
4. One very important tip to remember is that you should generously apply plenty of mixed
stripping solution to the floor. Many beginners commonly make the mistake of not doing
so, thus the floor not getting the room or area it needs to suspend the dirty old floor wax /
finish to be removed from the floor. In addition, not enough stripping solution will also cause
the floor to dry faster which is not good. You will need time to work, scrub and then remove
the dirty water off the floor by wet mopping or vacuuming the
dirty solution. Next would be to give the floor a final rinse. If the floor begins to dry before
this cleanup and rinse, you'll have to repeat the procedure and reactivate your stripping
solution.
5. Store stripping solution in a cool, dry place in, closed, original container. Keep it locked and
out of the reach of children.
B. Sealing Floor
STEPS PROCEDURES
1. Prepare the floor area Place the caution sign in a visible location.
Put supplies and equipment in the floor area
to be sealed.
Put plastic bag (liner) into the empty bucket
that is to be used for the sealer solution, then
pour sealer into the lined bucket.
Using the plastic bag liner keeps the bucket
clean and keeps the sealer from becoming
contaminated with any residue that might be
in the bucket.
2. Dip the damp mop head into the bucket that Wring out gently such that the mop head is
has a sealing solution. wet but does not drip.
3. Trace/outline the entire area to be sealed. Start in one of the baseboards in the farthest
corner of the room.
If the entire area cannot be out-lined before
the sealer dries, apply the sealer to the floor
along the baseboards covering as much of
the traces/outline as possible.
4. Apply the sealer to the floor area. Work by sections, do a side to side motion,
starting from the farthest corner and moving
backward toward the door. Overlap the
strokes. Avoid having puddles of sealer on
the floor.
5. Allow the floor to dry completely before If recoating is needed, follow the same steps
applying wax. above stated.
C. Finishing Floor
STEPS PROCEDURES
1. Prepare the floor for Dip the clean mop into the bucket containing the finishing
mopping. solution.
For non-buffable finishes (not fit for spray buffing). Dip the
mop in the bucket of finishing chemical then damp-mop the
2. Apply the floor finish. Wring it as tightly as possible through the mop
wringer/squeezer.
Partition the area to be mopped such that mopping can be
done part by part.
Start the application in a corner of the room opposite the
door or work towards the door.
Coat the edges of an area small enough to be covered easily
before the finish begins to dry.
Re-wet the mop with a floor finish to make sure the
finishing chemical is applied evenly.
Continue to apply the finish, covering each area before the
adjoining area is dry. To make a smooth even application,
make sure all pores are properly filled to lasting protection.
3. Allow time for the floor The allowance for drying is at least one-hour.
finish to dry.
4. Apply another coat when Apply the succeeding coat of finish only after the first coat
necessary. is thoroughly dry.
To avoid contaminating the remaining contents, never return
leftover finish to the product container.
D. Maintaining Floors
1. Sweeping – removing dirt and trash from Soft broom for fine surfaces like cemented
floors using sweepers and dust pan. floors, vinyl.
Stick broom for hard surfaces like grounds
Carpet sweeper for carpets
STEPS PROCEDURES
1. Install a caution sign to prevent slips The sign must be labeled: “Caution, Wet Floor”
and accidents arising from wet and Place it in such a way that it can be easily seen.
slippery floors.
2. Dip or dry-clean the floor to remove Roll steel wool on the polishing pad. Insert or
scratches and dirt that have penetrated attach it to the brush.
the floors.
3. Damp mop when the floor is a little bit Start from the corner to make sure that no portion
wet so that dirt, dust and loose soil can is missed out.
be easily absorbed.
4. Apply wax to the floor. Let it dry Pour wax directly to the mop and start applying
before polishing to get better results. evenly to the floor. Allow the wax to dry for about
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10-15 minutes.
5. Polish the area evenly to make it Preferably use a polishing pad. If the wax on the
shinier and more presentable. floor surface is very thick, the floor should be wet-
scrubbed.
6. Sweep the area to pick up the Use the soft broom and dustpan moving from one
remaining dirt and dust that has corner to the other.
loosened on the floor surface.
Vacuum cleaner
Pail and dustpan
Shampooing machine Click the link to watch video
Stain remover solution on “What is the best method
of carpet cleaning?:
Push brush or hand brush (if manual)
https://www.youtube.com/
Rags, broom watch?v=e6CfACS6hMI
Caution sign
STEPS PROCEDURES
1. Prepare all the above materials. Get the supplies from the stockroom.
2. Sweep the area to be cleared. Use a stick broom and a dustpan. Clear the area of
foreign and pointed objects like pins that can damage
the vacuum cleaner.
3. Vacuum the carpet before Using a vacuum cleaner, start from one corner to the
shampooing to remove soiled rest, moving towards edges and corners.
particles that have penetrated the
carpet.
4. If there is a stain, apply the stain Shake the can very well.
remover solution on the stained Apply the solution directly unto the stained areas using
area. a hand brush.
Do not spread the stains. Wash the spot from the
Stain should be removed before outside to the center to avoid spreading the stain.
the carpet undergoes shampooing.
5. Shampoo the carpet. First dilute the shampoo using 1-gallon solution for
every 8 gallons of water for heavily soiled areas like
function rooms. For less soiled areas, use a ratio of
1:15.
After diluting, apply shampoo using machine or
manual method. Follow manufacturer’s directions.
8. Let the carpet dry. If shampooing machine is used, let it dry overnight. If
manual method is used, drying time is reduced to one
hour.
CARPET EXTRACTION
1. It provides for more thorough cleaning. It removes dirt right down to the base of the pile.
2. It leaves only small quantities of chemical residues, resulting to a low degree of
subsequent re-soiling.
3. Small amount of residual moisture (about 10-20%) is left due to more efficient vacuum
removal.
4. Drying period can be made shorter with the use of a carpet dryer.
Equipment Needed:
STEPS PROCEDURES
1. Install a caution sign before the area Place the sign with a label “wet floor”
to be cleaned.
2. Clear the carpeted floor of furniture Set aside movable objects to one side of the room,
and other objects to make cleaning careful not to create damage.
easier and quicker.
3. Remove stains/spots if they are found Apply the stain solution. Saturate the stain with the
in the carpet solution and brush away the stain with a carpet brush
or cotton rag, starting from the outside and working
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your way towards the middle.
To prevent stains from spreading,
remove them immediately as they
occur.
4. Prepare the extractor cleaner solution. Pour the extraction cleaner solution to the extraction
machine following the directions on the product
label.
6. Make a second pass over the area to Using the carpet extractor, extract as much moisture
expedite and shorten the drying time. as possible.
7. As an option, apply carpet protector In a pressure sprayer, mix the carpet protector
to the area to be protected. following instructions in the label.
8. Allow the area to dry Use the carpet dryer to speed up the drying process.
9. Clear the area. Put away equipment and supplies. Clean or wipe
down equipment and return it to their storage area.
Spray Buffing
1. Sweep the floor with dust mop and remove sticky deposits with a
putty knife or any appropriate scraper. It should not be sharp so as
not to cause damage.
2. For maximum ease or application, clean and restore the gloss of
the floor using a floor polisher and a spray gun puff finish.
3. Start at the far end corner of the surface and work backwards, maneuvering the machine from
left to right with over-lapping strokes, covering the entire surface.
4. A corridor maybe done in a single left to right stroke. If the surface is big, working in
“lanes” is advised.
A. HARD FLOORS
They are called “hard” because they are tough and not easily
pierced. They are cold underfoot. The most common of these are
marble and granolithic floors. They are usually used in the living and
dining rooms, terraces and in some utility areas.
1. Protect hard floors from scratches, water-born stains, dirt and discoloration by sealing them
using floor sealers. Using ordinary wax on these floors without sealing them first will mark
their beauty and durability.
Regular Cleaning
1. SWEEP – with brooms made of fine, exploded ends that trap dust and grit effectively.
2. VACUUM – with special bare floor attachment to get rid of all the dirt and dust.
3. DUST MOP – using a good dust mop- one with a 12 – 18-inch cotton head and a special dust
mop treatment. Spray the treatment onto the mop head 12 – 24 hours before dust mopping.
B. RESILIENT FLOORS
Unlike wood and marble, they are also non-porous. These floors
are usually used in utility areas such as the kitchen and the laundry room.
1. Due to the residues that develop during the manufacturing process, new resilient floors
should not be waxed immediately after installation. Start by stripping the floor and then seal
it with a floor sealer in preparation for the initial application of wax.
2. For the care of resilient floors, an emulsion wax is recommended. First sweep the floor to
remove dust and to loosen dirt from the floor. Then apply a small quantity of this emulsion
wax on the floor using a mop and spread it evenly. Let the wax dry completely for 20
minutes, then buff with a clean dry cloth or abaca footpads, a coconut husk or a floor
polisher.
3. To prevent damage while removing chewing gum, candle wax and tar from resilient floors,
use an ice cube in a plastic bag and place it on the problem spot area to harden the gum. Then
scrape the dirt with a dull – edged tool. Clean by rubbing with fine still wool or nylon net
dipped in detergent solution. Rinse, let dry and apply it with emulsion polish.
4. To remove black heel marks from floors without reducing the entire floor, rub the marks with
a fine steel wool or nylon net that is dipped in emulsion wax. Rub the area gently then buff.
Spread the new wax over the cleaned area, blending edges. Then let it dry.
5. Excessive use of water or harsh cleaners cause tiles to loosen. Replace loose tiles
immediately. Use a mild cleaner and avoid flooding the floor with water when cleaning.
Initial Care:
Daily:
Periodically:
1. Sweep the floor using a soft broom to remove dirt and litters.
2. Remove sticky substance with a putty knife.
3. Mop messy deposits and rinse thoroughly.
4. Damp mop the floor to remove stubborn dirt. Mop with all-purpose detergents. Then rinse
thoroughly with plain water.
5. Place “wet floor” sign on these areas until they are dry.
6. Strip, seal, and wax using a self-shine or wax to maintain its cleanliness and gloss.
1. When spills occur on wooden floors, wipe them immediately with a damp cloth or sponge. If
the floor is spilled with milk, dip a cloth in a mild detergent solution and with that, wring out
and wipe the spill. Wipe for the second time with slightly moist cloth to remove any soap
film. Once the floor is dried, apply wax.
2. Sometimes when spots may appear on wooden floors after waxing. This is usually caused by
residues coming from unnoticed spills, especially those containing milk or sugar. When the
spots appear, remove them by pouring a little amount of liquid wax on them. Rub them gently
with very fine steel. Work carefully with the grain of the wood and buff immediately with a
clean cloth to make them look shiny.
3. Buffing waxes need not be applied everyday as these waxes give floors long-lasting
protection. Apply only when floors look dull or once a week or every two weeks. When the
floor is rarely used, buffing once a month will do.
4. Apply waxes in areas that get heavy wear and become dull between waxing, such as those
located near entrances and exits. Use solvent-based waxes. It is not always necessary to re-do
the entire floor. The newly waxed portions will blend perfectly with adjacent areas.
5. Stubborn on wooden floors maybe removed during waxing or in between cleanings by
rubbing them with a fine steel wool dipped in liquid wax.
Alkaline stains on wooden floors appear when sudsy cleaning solutions are spilled and
allowed to dry. To eliminate these dark spots:
1. Wipe out the spilled material as quickly as possible before they scatter and
contaminate the rest of the carpets.
2. Remove soiled stains by scraping them with the dull side of a knife or through the
use of a scraper. Dip a sponge in cold water and use it to wipe away the stain. If the
stain still remains, dip the sponge in a detergent-cleaner instead of water.
To prepare a detergent cleaner, add 1 quart of warm water and 1 Tbsp of white
vinegar. Vinegar is a weak acid that neutralizes alkaline substances.
Classification Remedies
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Housekeeping Operations
GROUP A Sponge the spill lightly with cold water and wipe it with a
sponge or tissue paper. For suborn stains, sponge a detergent
Soft drinks, alcohol, candy, solution, rinse with clean water, blot dry with paper towels
urine, excrement and starches and then completely dry, and brush up the affected areas.
GROUP C Blot out or scrape the spilled substance. Them sponge the
detergent solution. If stains remain after the area is dry, use
Combination of A & B and cleaning fluid.
include shoe polish, coffee,
vomit, blood and crayon
SOURCE SOLUTION
Sugar & Starch Wipe spot with a cloth or sponge then rinse it with clear water.
Use dry cleaning fluid or an absorbent powder cleaner.
Milk Sponge with a solution of water and detergent, then rinse it with
clear water.
Pet Spots Sponge urine spots of pets thoroughly with a clear water then blot
it off quickly.
Go over the spot and apply a solution of water and detergent, then
wipe off with cloth that is dampened with clear water, blot away
any excess liquid.
If the spot has dried out, saturate it with solution of ½ cup vinegar
to one cup dried out, saturate it with solution of ½ cup vinegar to 1
cup of warm water and let it stand for a few minutes.
Blot and repeat the treatment until the discoloration disappears.
Then dry carpet as quickly as possible.
Wax If the wax has dried, use a stiff bristle brush to remove solid
matter.
For spots caused by wax, use a dry-cleaning fluid.
If stains remain, rub it with warm soapy water or a foam-type rug
cleaner.
Spots from self-polishing floor wax should be cleaned with warm
water and detergent.
If necessary, follow with foam-type or dry-cleaning fluid or both.
Cigarette Burns If burns appear on the surface of the rug, use a sharp scissor to
snip away blackened ends of tuft.
Sponge with a solution of wax and detergent, then sponge again
with clear water.
For severely burnt spots, consult a professional carpet repair
service.
SOURCE SOLUTION
Water Stains Rub the spot with No. 2 steel wool and re-wax.
For more serious water stains, lightly sand with fine sandpaper,
clean the spot with No. 1 or 00 steel wool and mineral spirits or
floor cleaner then refinish and wax.
Cigarette Burns If not severe, the burn can be removed by rubbing with steel wool
moistened with soap and water.
Heel and Caster Marks Rub vigorously with fine steel wool and floor cleaner.
Wipe dry and polish.
Ink Stains and Other Use No. 2 steel wool and floor cleaner to clean the spot and
Dark Spots surrounding area.
Thoroughly wash the affected area.
If the spot remains, sand with fine sandpaper, re-wax and polish.
Chewing Gum and Wax Tap with ice until the deposit is brittle and crumbles off.
Deposits Pour floor cleaner around the stain so that the fluid soaks under and
loosens it.
Repairing Wax Finishes Rub fine steel wool in a puddle of re-conditioner or paint thinner and
clean as you go.
Apply wax and buff.
Note: Always start cleaning at the edge of a stain and work toward the center so that it will not
spread to other areas.
Bricks Floors
1. Keep the brick flor sealed and waxed. If a water-base polish is used, occasionally strip the
wax buildup. Use a commercial sealer for brick, never use varnish nor lacquer.
2. Prevent dirt from building up on the brick floor by damp-
mopping after the floor is vacuumed. Try putting 1 cup of
vinegar in the water. Notice that the floor will shine without
being polished – a real time-saver.
4. Remove wax buildup by applying a wax-stripping product with a scrub brush or floor-
scrubbing machine that has a brush attachment. Rinse the floor thoroughly after applying the
stripper. Do not clean a brick floor with acids, strong soaps or abrasives.
3. Damp-mop ceramic tile with an all-purpose cleaner. Dry the floor with a soft cloth to avoid
streaks.
4. Try rubbing the tile with a car wax to make a sparkling ceramic tile walls and countertops.
Buff after ten minutes.
Concrete Floors
2. The garage floor is the most difficult floor to clean since the cemented floors soak up oil and
grease stains, gather piles of litter and collect road dirt. To clean the garage floor, sweep out
the dirt and dust and spread kitty litter with a stiff broom, working from the back of the
garage to the front. Then using a garden hose, flush clear water over the floor. Also scour
tough globs of dirt with a stiff broom or blast them with clean water.
3. After getting rid of the loose surface dirt on the garage floor, use a heavy-duty floor cleaner.
It works as well as a commercial heavy-duty cleaner, and it is much cheaper. Apply to the
concrete floor with a sponge mop, using pressure for heavily soiled areas. Then rinse with
cool, clear water to make a spotless floor. Let the floor dry.
Marble Floors
2. Marble floors look great after being damp-mopped using either clear water, an all-purpose
cleaning solution in warm water or a mixture of 1 cup fabric softener and ½ gallon water.
3. Self-polishing liquid wax is a fast, shiny finish for marble. Occasionally strip the wax buildup
and re-wax. After applying the stripper according to the manufacturer’s directions, rinse the
floor thoroughly and then apply wax.
4. Use either a water-base self-polishing wax or a paste wax. If a paste wax is used, test it in a
corner to see if it will discolor the flooring. If a solvent-base paste wax is used, re-wax to
strip the old wax and to renew the shine.
2. To keep the beauty of the terrazzo and slate floors, do a quick damp mop, using either clear
water, an all-purpose cleaner in warm water, or a mixture of 1 cup fabric softener and ½
gallon water. If the mopped floor dries with a film, mop it again with water containing a cup
of white vinegar and the floor will glisten.
MEDINA COLLEGE IPIL INCORPORATED
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Housekeeping Operations
3. To strip the wax buildup on the floor, apply a wax-stripping product with a floor-scrubbing
machine that has a brush attachment. After applying the stripper according to the
manufacturer’s directions, rinse the floor thoroughly with water.
Linoleum Floors
1. Wax so that the floor will shine and resist foot traffic.
2. Once it is waxed, maintain the condition of linoleum floors with regular vacuuming and an
occasional swipe with a damp mop.
3. Try putting a cup of vinegar into the mop water to bring out
the shine on the floor, so that re-waxing can be deferred
until it’s really necessary.
5. Solvent-base products can soften and damage linoleum. Scouring the floor, flooding it with
water or using very hot water is also bad for linoleum floors.
6. Clean a linoleum floor with a one-step cleaner or polish or mop it with an all-purpose cleaner.
Dissolve the cleaner in warm water, rinse and apply two thin coats of self-polishing liquid.
3. To keep a sealed and waxed quarry-tile floor looking new, damp-mop it occasionally after
vacuuming. If the mopped floor dries with a luster-dulling film, restore the shine by mopping
it again with water containing a cup of white vinegar.
4. Apply a commercial wax-stripping product with a floor-scrubbing machine that has a brush
attachment. After applying the stripper according to the manufacturer’s directions.
1. Never leave spots and stains unattended. Blot them out immediately before they spread and
damager the floors.
2. Always have door mats available especially during rainy season. The mat helps to minimize
mud and dirt that could be brought inside the house/building.
3. Clear floors of objects that serve as obstruction and source of slips, falls or injuries. Among
them are toys, coins, rubber band, paper clips, hair pins and other similar objects.
4. Throw rags should be anchored down. A rubber pad, or a piece of rubber sheet will do. Or,
apply a rubber coating or double-faced adhesive tape, made especially for the job, to the back
of rugs.
5. Arrange the furniture in each room in such a manner as to leave sufficient space for traffic
areas. This is especially important in bedrooms where there should be straight, clear and
lighted path from the bed to the floor.
6. Never use oiled or chemically treated mop for cleaning floors. On floors waxed with solvent-
base wax, the oil and chemicals can soften the wax, making it smeary and a potential hazard.
LEARNING ACTIVITY:
MEDINA COLLEGE IPIL INCORPORATED
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Housekeeping Operations
1. Give and Explain the types and Characteristic of the 4 types of floors and indicate all the
applicable floor cleaning methods.
2. Why is there a need for stripping, sealing and finishing a floor? What are the consequences if
these processes are not applied in hard and resilient floor?
3. When and under what conditions should one do the following: 1) Carpet Shampooing, 2)
Carpet Extraction, and 3) Buffing?
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4. Give and explain in your own understanding the 4 steps in floor cleaning and maintenance.
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Housekeeping Operations
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TASKS PROCEDURES
1. Start cleaning the tiles, shower, Scrub them with all-purpose cleaner, water and
down to the bathtub. scouring pad.
Wipe dry with absorbent cloth after cleaning.
Scrub to remove dirt and stains and
wipe dry to prevent the formation of
water marks.
2. Clean and sanitize the toilet bowl. Follow the prescribed procedures.
3. Scrub the faucet, lavatory sink, Use a scouring pad to scrub the inner and outer
stopper, floor tiles, and shower portion of the lavatory sink, faucet knobs, rubber ball
curtains to remove stubborn stains, stopper, floor tiles and shower.
eliminate foul odor and kill germs Then dry it with absorbent cloth.
and bacteria.
5. Clean the mirror. Spray it with a glass cleaner then wipe dry with clean
dry cloth.
6. Wash the drinking glasses (if this is Wash them with soap and water then dry with clean
installed in the bathroom0 dry cloth.
To protect the glass from contamination, cover it
8. Polish all chrome fixtures. Apply metal polish using a clean rag.
Rub until all the tarnish have been removed.
9. Clean the lavatory stopper then Brush the stopper with an all-purpose cleaner.
rinse it with water. Then wash it under running water.
10. Rinse the lavatory sink. Pour water around the sink from under the rim up to
the bottom.
11. Dry and polish the faucet and Using a dry cloth, wipe all surfaces of the lavatory
lavatory sink. sink and the stopper.
Then polish the faucet.
This will prevent water marks and will make the sink
look shiny.
12. Install the faucet knobs. Screw the knobs using a screwdriver to make sure the
knobs are tight enough.
14. Dispose trash in all trash cans. Pull out the trash from the trash liners and dispose
them.
Clean and wash the trash containers and wipe dry.
Install waste liners into the trash cans and place them
beside the toilet bowl. For public toilets, have another
trash container beside the faucet.
TASKS PROCEDURES
1. Wet the surface to soften the dirt. Splash it with warm water.
2. Apply all-purpose cleaner to clean Scrub the cleaner unto all surfaces starting from the
and deodorize the surfaces. upper portion to the downward portion.
Brush in between marbles.
3. Rinse the surface to wash away dirt. Splash it with warm water from top to down ward
portion.
4. Dry and polish the surface to wash Wipe the whole surface with a dry cloth to prevent
out the softened dirt. water marks.
TASKS PROCEDURES
1. Flush the toilet bowl to wet the Pull the flush downwards.
surface.
2. Pour the toilet bowl cleaner to Squeeze the cleaner unto the surface and inner side of
disinfect and deodorize all areas, the toilet bowl.
including the hidden surfaces of the
bowl.
3. Leave the toilet bowl cleaner to soak Close the cover after applying the bowl cleaner.
(at least for 2 minutes) to soften the
soil and make it easier to remove.
4. Clean the toilet bowl and remove all Using a brush, move around the bowl from under the
hidden dirt under the rim. rim up to the bottom.
6. Clean the toilet seat and cover. Brush and clean with all-purpose cleanser then wipe
Remove dirt and water-marks, urine them with a damp cloth.
and waste sediments.
7. Clean the outside part of the bowl. Wipe from the top to the bottom with a cleaning
solution.
Use a solution to soften the soil, thus making the
bowl easier to clean.
8. Dry and polish the bowl to prevent Wipe all surfaces with a cloth starting from the top to
water marks from forming into the bottom.
surface.
9. Close the toilet bowl cover. Cover the toilet bowl gently.
1. Acid based bowl cleaner depending on the hardness of water and/or frequency of cleaning:
LEARNING ACTIVITY:
1. List all materials and supplies needed in cleaning toilet and bathroom and explain its uses.
2. Wipe and dust away all dirt in the inner and outer parts
of the furniture using a clean and dry dusting cloth.
Note: oiled or treated dust cloths should never be used on a waxed surface because oil softens the wax and the
surface can become sticky or smeary.
WINDOW CLEANING
2 buckets
2 mops
Squeegees
4 plastic bags
3 scrubbing -white pads
1 hand brush
1 broom
All-purpose cleaner
4-8 polishing cloths Click the video to watch video on
“Cleaning glass window”
4-8 cleaning towels https://www.youtube.com/
watch?v=W6ZBvLmbID4
STEPS PROCEDURES
1. Prepare all needed supplies and Prepare a bucket of water and then place a small amount
materials and place them near of all-purpose cleaner unto it. Have another bucket of
the working area. water for rinsing.
2. Remove cobwebs, if any. Use a broom or an old cloth. Use a ceiling broom for hard
to reach windows.
3. Wash – clean – frames and With a sponge soaked in the bucket filled with water
windows thoroughly from top to (mixed with solution), start cleaning the windows
bottom, inside and outside. following one of these methods:
4. Rinse the cleaning sponge. Dip it into the rinsing bucket several times and squeeze it
until the dirt is completely washed out.
5. Wipe-dry the window frames Wipe-dry the frames, moving from the inside to the
using a dry, cleaning towel. outside, if the frames are horizontal. If they are vertical,
move from top to bottom.
8. Polish the glass. Fold a polishing cloth into a pad then spray Methylated
spirit unto the pad. Wipe windows moving side ways
until the whole area is polished. Always wipe-dry the
rubber strips after every down-wards stroke. Give special
attention to corners and edges of glass windows.
3. Do clean up stroke.
Metal polish
Polishing cloths
Rubber gloves
All-purpose cleaner
Brass cleaner
Hot water
Click the link below to
Toothbrush watch the video on “ brass
cleaning and polishing”
https://www.youtube.com/
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Housekeeping Operations
STEPS INSTRUCTIONS
1. Prepare all the needed Gather them and place into a container.
materials.
2. Apply a metal polish to the Shake the polish container with a polishing cloth pressed
metal fixtures to remove dirt against the mouth of the metal polish.
and tarnish. Place a little amount of the polishing chemical on the cloth.
Avoid putting excessive polish.
3. Rub the polish into the metal Distribute the metal polish evenly over the metaled fixture.
surface. Rub the area thoroughly until all applied polish on the metal
surface has dried up.
Use a toothbrush to get at grime in hard-to-reach places.
Repeat the rubbing process with a different cloth until the
surface being polished is shiny and cleared of tarnish.
Make sure that all parts are evenly polished, leaving no spot
or tarnish behind.
4. Prepare the cleaning solution. Mix the all-purpose cleaner with hot water. The solution is
designed to remove left-over solution from the surface.
5. Rinse the surface to wash Dip the brush in the cleaning solution, then lightly brush and
away all remaining dirt and rinse the surface.
polish on surfaces that have Make sure that there are no sediments left on the surfaces
been polished. that were polished, most especially in uneven or grooved
surfaces.
6. Dry the rinsed metal surface. Wipe-dry the surface with a cleaning cloth.
If the area is not wipe-dry, the moisture can cause rusts on
the surface.
a. Ironing boards:
This can be done occasionally to give the
cloths a fresh, clean smell.
c. On Mattresses
Spray toward the ceiling above the bed so that the mist will fall on the mattress. Or
spray above sheets before bed make-up and before replacing the blankets.
d. In freshly cleared dresser Drawer:
Before replacing any paper liner and its contents.
Kitchen Cleaning
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Housekeeping Operations
1. Check ceiling and walls for cobwebs and remove them.
2. Clean all parts of kitchen equipment and appliances from
top, sides and the front.
3. Dust and clean the range hood.
4. Clean backsplash and countertops. Scour rings.
5. Clean the outside of all cabinets.
6. Dust and clean mirrors and picture frames.
7. Dust the doors, windows, frames and baseboards.
8. Empty all waste baskets then wash them with soap
and water.
9. Reline the waste receptacles with plastic liners.
10. Dust and clean the fan and air conditioner vents as
well as light fixtures.
11. Do sweeping and damp mopping of floors.
GC GD FC FD CC AC AR Accomplished (Supervisor)
Methods:
Benefits:
Methods:
Benefits:
Methods:
Divide the total area in zones and allocate responsibility for cleaning for each zone.
Decide on cleaning points, order of cleaning, type of cleaning, cleaning aid required,
etc.
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Housekeeping Operations
Display cleaning schedule.
During cleaning look for defective conditions (loose bolts, vibrations, excessive
sound, high temperature, fallen tools, etc.) and solve the problem.
Allocate space for storage of cleaning aids and consumables for cleaning.
Benefits:
Your work place becomes free of dirt and stains which is the starting point for
quality.
Your equipment lifespan will be prolonged and
breakdowns will be less.
Creates a pleasant environment.
Prevents accidents.
Methods:
Document procedures and guidelines for sorting, set in order and shine.
Make a checklist for each section and train your people in using them.
Carry out periodic evaluation by using the above check list.
Use visual management to act quickly, for example putting/using:
Open and shut directional labels on switches, etc.
Temperature and safety labels
Zone labels on measuring meters (normal zone, danger zone, etc.)
OK or hold marks on product.
Put transparency control
Make transparent covers of drawers.
Put inspection windows in the metal covers.
Use location maps with emergency exits, firefighting equipment, etc.
Benefits:
5. Shitsuke: SUSTAIN after a period of 3 to 6 months (depending on the size and complexity
of the workshop), the time has come to evaluate the situation by means of an in-depth audit.
The audit is based on a very precise questionnaire, which assesses the previous 4S, and which
leads, if successful – to the site being certified.
Methods:
Create awareness and publicize the system. For example, develop 5S News, 5S
Posters, 5S Slogans, 5S Day, etc.
Create a structure of how and when 5S activities will be implemented.
Formulate guidelines for audit/evaluation of 5S implementation.
Provide management support by providing resources and leadership.
Reward and recognize best performers
Benefits:
ASSESSMENTS:
DIRECTIONS:Perform the following procedures in actual. Follow the scheduled date given by your
Instructor.
1. Stripping Floors
2. Sealing Floors
3. Finishing Floors
4. Polishing Floors
5. Carpet Shampooing
6. Toilet and Bathroom Cleaning
7. Window Cleaning
8. Brass Cleaning
PERFORMANCE CHECKLIST:
3. Put plastic bag (liner) into the empty bucket that is to be used
for the sealer solution, then pour sealer into the lined bucket.
4. Using the plastic bag liner keeps the bucket clean and keeps the
sealer from becoming contaminated with any residue that might
be in the bucket.
5. Wring out gently such that the mop head is wet but does not
drip.
FINISHING FLOORS
1. Dip the clean mop into the bucket containing the finishing
solution.
2. For non-buff able finishes (not fit for spray buffing). Dip the
mop in the bucket of finishing chemical then damp-mop the
floor very lightly. Mop should be full but not dripping.
3. Floors fit for buff-able finish; mop should be wringed almost
dry to make a thin coat.
4. Wring it as tightly as possible through the mop
wringer/squeezer.
5. Partition the area to be mopped such that mopping can be done
part by part.
6. Start the application in a corner of the room opposite the door or
work towards the door.
7. Coat the edges of an area small enough to be covered easily
before the finish begins to dry.
8. Re-wet the mop with a floor finish to make sure the finishing
chemical is applied evenly.
9. Continue to apply the finish, covering each area before the
adjoining area is dry. To make a smooth even application, make
sure all pores are properly filled to lasting protection.
10. The allowance for drying is at least one-hour.
11. Apply the succeeding coat of finish only after the first coat is
thoroughly dry.
12. To avoid contaminating the remaining contents, never return
leftover finish to the product container.
POLISHING FLOORS
4. Pour wax directly to the mop and start applying evenly to the
floor. Allow the wax to dry for about 10-15 minutes.
5. Preferably use a polishing pad. If the wax on the floor surface is
very thick, the floor should be wet-scrubbed.
6. Use the soft broom and dustpan moving from one corner to the
other.
CARPET SHAMPOOING
2. Use a stick broom and a dustpan. Clear the area of foreign and
pointed objects like pins that can damage the vacuum cleaner.
3. Using a vacuum cleaner, start from one corner to the rest,
moving towards edges and corners.
4. Shake the can very well.
5. Apply the solution directly unto the stained areas using a hand
brush.
6. Do not spread the stains. Wash the spot from the outside to the
center to avoid spreading the stain.
7. First dilute the shampoo using 1-gallon solution for every 8
gallons of water for heavily soiled areas like function rooms.
For less soiled areas, use a ratio of 1:15.
8. After diluting, apply shampoo using machine or manual
method. Follow manufacturer’s directions.
9. Do not over-wet or use excessive water. Always start at the far
end corner of the surface.
10. Use hydro-vacuum machine to completely dissolve soil and
moisture. Let the machine work along the sides and corners.
11. If a rotary system is used, move the machine from left to right
while overlapping each stroke of the machine run.
12. Use the push brush.
8. Polish all chrome fixtures. Apply metal polish using a clean rag.
Rub until all the tarnish has been removed.
9. Clean the lavatory stopper then rinse it with water. Brush the
stopper with an all-purpose cleaner. Then wash it under running
water.
10. Pour water around the sink from under the rim up to the bottom.
Using a dry cloth, wipe all surfaces of the lavatory sink and the
stopper. Then polish the faucet. This will prevent water marks
and will make the sink look shiny.
11. Place soap in the sink. Install paper towels in their dispenser.
Hang the sanitary bag inside the toilet. Replace soiled towels
with fresh ones.
12. Pull out the trash from the trash liners and dispose them. Clean
and wash the trash containers and wipe dry. Install waste liners
into the trash cans and place them beside the toilet bowl. For
public toilets, have another trash container beside the faucet.
WINDOW CLEANING
Start cleaning the window from the upper-left corner and drag
the sponge straight down. Use a dry cloth to remove any excess
water and start cleaning the next line until you reach the right
side of the window.
Rub the area thoroughly until all applied polish on the metal
surface has dried up.
Make sure that all parts are evenly polished, leaving no spot or
tarnish behind.
3. Mix the all-purpose cleaner with hot water. The solution is
designed to remove left-over solution from the surface.
4. Dip the brush in the cleaning solution, then lightly brush and
rinse the surface.
5. Make sure that there are no sediments left on the surfaces that
were polished, most especially in uneven or grooved surfaces.
6. Wipe-dry the surface with a cleaning cloth. If the area is not
wipe-dry, the moisture can cause rusts on the surface.
Rating
Remarks:
LEARNING OUTCOME:
CONTENT
Classification of Guestrooms
Types of Suites
1. Junior Suite –is a room with a bed and sitting area (usually a small lounge). There may be a
small, separate bed, connected to the living room or parlor. It is also called a mini suite.
2. Penthouse Suite –is usually located on the top floor of the property.
3. Executive Suite – is designed for a top executive, with facilities and amenities of superior
quality.
4. Hospitality Suite – is used for entertaining visitors; serving as function room or a parlor.
Types of Beds
Room Status
ITEMS / SUPPLIES
1. DND (Do Not Disturb) Sign – placed
at the doorknob.
C. BATHROOM AMENITIES
ITEMS / SUPPLIES
1. Bathroom Linen
a. Bath towel 25” x 54” 500 grams
b. Hand Towel 18” x 33” 150 grams
c. Face Towel 13” x 13” 60 grams or
wash cloth
2 towels per room
1 towel per occupant
D. LUXURY AMENITIES
ITEMS / SUPPLIES
2. SMART TV
6. Sofa set
7. Recliners
A. BEDROOM AMENITIES
B. BATHROOM AMENITIES
Bathrobe Shampoo
Hair conditioner Body gel
Shower gel Shower cap
Toothbrush/toothpaste Hot/cold water
Toiletries Towels –bath towels
C. ENTERTAINMENT
Cable/satellite television
Cable channel: CNN
Cable/satellite TV; Colored TV; Smart TV
CD player
Mini-bar
Movies/videos, pay-per-view
Convenient in- house movie rentals
Internet connectivity/ Wi-Fi
D. SERVICES
From:____________AM/PM to ___________________AM/PM
Comments/Message:
Name: _______________________________________
Room No.:_______________________
Signature: __________________________
(please leave this message at Reception Counter)
To help us maintain in the best possible condition please comment on the little things that are out of
order and may have been overlooked by the housekeeping or maintenance Department.
Please leave this in your room for pick up room attendants or directly at the Duty Manager’s desk if
you want prompt action.
ACKNOWLEDGEMENT RECEIPT
GUESTROOM ITEMS AND MINI BAR ITEMS
Dear guest:
Listed below are standard guestroom items and mini-bar items inside your room. Please check if all items are in place
and in order and advice our room attendants of any missing item. May we also request you to sign to acknowledge said
items?
For early check outs, please advise our reception clerk so that we can prepare your bills and check out slip in advance.
LEARNING ACTIVITY:
1. Assume that you are going to open a standard hotel with the following facilities:
1. Get your daily schedule and daily assignment from your supervisor.
2. Determine the tools and equipment needed including the cleaning supplies and
chemicals, forms, room amenities, etc.
3. Secure the needed tools, chemicals and supplies from their storage area and
account for them.
4. Get keys (if you are the room attendant)
5. Load and arrange supplies in the trolley or in a caddy box.
6. Report for briefing.
B. Set Priorities
Entering Guestrooms
1. Houseman knocks the guestroom door thrice.
2. Announce. “Housekeeping”
3. Wait for two minutes.
4. Open the door.
5. Announce yourself and enter the room.
Greeting of guest:
On seeing a guest, the staffs are greeting the guest depending on the time of the day along
with a smile.
Use the guest name when known.
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LEARNING ACTIVITY:
ESSAY:
1. Disadvantage of over stocking and under stocking maid’s cart/trolley?
3. After knocking the door how long should you wait? How to greet the guest?
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Strip off soiled items and place them into the linen
Empty all canvass of the cart. Replace them with fresh ones.
trashcans/baskets.
Empty trash into the trash bag of the cart; wash garbage
can with soap, then clean and wipe dry.
Wash and wipe the Rinse first then wash with soap and water; wipe dry, then
drinking glasses. Refill wrap them with glass bags or cover them with the glass
the Thermo jug. cover (whichever is used)
Meanwhile, spray cleaning detergent over heavily soiled
toilet bowls, walls, sink to soften the soil and come back
later for bathroom cleaning.
Replenish other guest See list of standard room amenities. Place them in the
room supplies. right location.
Check overall Check if there is anything left unattended. Check also the
condition of the room. condition of amenities like TV, bulb, etc. also check if
there are safety hazards and report any to your supervisor.
STEPS PROCEDURES
1. Check for items left by guests. He might If there is any, surrender it to the
return to claim the item. housekeeping Office and fill up the Lost and
Found Form.
2. Pull the curtains or blinds to make the room Pull through the pulley.
brighter and more visible during the make-
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up. Turn on the lights.
3. Adjust air condition temperature. Adjust to desired coolness through the
thermostat control.
The room must already be cool once the
guest enters the room.
4. Remove soiled dishes used for room service Place them at the service station for pick-up of
9if any) to prevent pest infestation and foul waiter or bring them to the dishwashing area.
odor.
5. Using hand gloves, strip the bed of soiled Place soiled linen in the designated shelf for
linen and pillow cases and replace them. soiled items in the cart.
6. Clean the bathroom with hand gloves still on. Follow standard procedures for bathroom
cleaning.
7. Remove hand gloves, wash and wipe dry the Rinse first with hot water then wash with soap
drinking glasses to keep them safe from and water, wipe dry, then wrap with a glass
bacterial contamination. bag or place the cover 9if no bag is available).
8. Clean thermos jug then refill it with cold Clean with soap and water by using brush,
water. This will eliminate bacterial then refill with iced water.
contamination, if any. If mineral water is
used, have it replaced.
10. Shampoo or vacuum the carpet and the Vacuum if lightly soiled carpet and shampoo
upholstered furniture (if any). if heavily soiled. Follow standard procedures
for vacuum cleaning or shampooing.
11. Thoroughly dust all furniture and fixtures. Follow standard procedures in dusting.
12. Polish mirror and all other metaled fixtures For metaled fixtures like doorknobs switch
(made of metal like door knob). plates, thermostat control, use metal polish.
This can remove tarnish and restores the shine
and glow of the metaled fixture.
13. Replenish all room supplies. Install them following standard quantity and
specified location.
15. Fix/close the curtains to prevent the sunrays Close the light curtains completely. For the
from penetrating the rooms, thereby heavy ones, leave a distance of about 1 foot.
maintaining the room temperature.
16. Check the overall condition of the room, See if the room is properly cleaned and made-
including installed fixtures and appliances.
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up and nothing is left un-attended.
RA will be answerable if there is any defect
that is left un-attended due to his negligence Also check the working condition of TV,
in making a thorough inspection. shower, etc. check for safety hazards. Report
any deficiency to your supervisor for her to
make service request.
17. Close the door.
18. Prepare the accomplishment report and Use the prescribed form. Indicate any
indicate there in the room status. observed deficiency
Click the link tolike
watch leaking
the video onfaucet,
“Clean steps cleanin
https://www.youtube.com/watch?v=kbXIjAI9
defective shower, etc. and declare a status of
out of order.
Making- Up a Bed
Needed Materials:
Bed pad on top of the mattress
1st bed sheet on top of the bed pad
2nd bed sheet on top of the 1st bed sheet
Blanket on top of the 2nd bed sheet
rd
3 bed sheet on top of the blanket
Bed cover –comforter
or duvet on top of the finished bed
Pillow w/ slip and case at the head of the bed
Gloves use while stripping soiled linen
as protection against contamination
Needed Supplies:
Clean rags or cloth
Furniture wood polish
Sprayer
Metal polish for brass items
Dusting furniture’s:
1. Remove any items on the table.
2. Wipe the table surface with a wiping cloth sprayed with surface cleaner.
3. Start cleaning from the top and work towards the base and legs of the table.
4. Dust and wipe all chairs.
5. Dust all lamp shades and other fittings.
Materials needed:
Room boy’s cart complete with stock of supplies and
amenities
Turndown service:
The evening boy takes the status report of the floor from the desk.
Takes the floor key/card and sign for it.
Take a round of the floor corridor to maintain it clean and tidy. Take out trolley.
Vacant rooms to be serviced from 6.00 p.m. onward.
By 10.Pm turn down service to be finished of all rooms.
Departure rooms have to be cleared as per requirements.
MEDINA COLLEGE
ClickIPIL
the INCORPORATED
video to watch on “How to provide turn-down service”:
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Housekeeping Operations
Night Service
Night service starts by late afternoon up to 6:00 AM
the following day.
Before leaving, the outgoing supervisor must endorse
all unaccomplished tasks and important instructions like
pending service requests to the incoming night shift
supervisor. These instructions must be logged down in the
logbook. When the incoming supervisor reports for duty, he
must immediately check the logbook for instructions. The keys should also be properly endorsed
following the key handling procedures.
Tasks if midnight service crew usually include:
1. Have pen and paper ready. Place them in your clipboard or folder.
2. Knock gently before entering the room to Press the button (for doorbell).
check if there is someone inside.
3. Proceed with the chain lock. Hold it to check whether the installation is
firm.
4. Do the inspection clockwise or counter Do it part by part so as not to miss any item.
clockwise. Begin from the closet door to the luggage
rack, then to the writing table, coffee table,
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and beds down to the bathroom.
5. Check the shoehorn inside the closet (if See if the hook hangs on shoehorn.
available) 9make sure there are 2 pieces of shoe cloth
inside)
6. Proceed to the luggage rack. Find out if there are dusts or scratches that
need attention.
7. Check the condition of the television (TV) Switch it and tune to the different channels to
set. check if it is in working condition. Should
there be any defect, inform the supervisor who
will make a request for repair.
8. Check the laundry paraphernalia. Find out if the needed items like laundry bags
and laundry list are available.
9. Check the coffee table. Check whether thoroughly dusted – both table
and chairs.
10. Check the Nite table (if used), telephone, Make sure that all parts of the nite table,
radio and alarm clock. including the bulb, body, etc. are thoroughly
dusted. Check whether the bulb is in working
condition, and equipped with the right
wattage. Telephone should be disinfected with
alcohol or Lysol.
11. Check the beds. Check whether the linen is fresh and properly
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installed.
14. Check for any other defect in cleaning and Find out if everything is in order and
facilities. amenities are complete and properly installed.
15. Make a room status report. Rooms are not supposed to be sold for
occupancy until they have been thoroughly
This report goes to the desk clerk to serve as checked for cleanliness and safety and that the
guide in assigning rooms to the guests. required amenities are properly installed.
LEARNING ACTIVITY:
1. What should be done before taking out the trolley to the guest corridor for evening service?
5. What are the things that need to be checked when doing a room check?
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Replenishment of linen
1. All soiled linen items should be replaced with fresh ones:
Bed sheets, pillowcases should be replaced daily.
Towels, hand towels, washcloths and bathmat should
be replaced daily if they are used by the guest.
Blankets and bed covers should be immediately
replaced once they are soiled.
All linen items used by sick guests should be replaced
daily whether soiled or not and should be segregated
(in plastic bag) from the rest of the linen items.
2. Curtains should be replaced once soiled.
3. Request for additional linen items like pillows, blankets, etc. will be granted if they are
available. Once delivered, it should be immediately logged down by the supervisor or room
boy.
4. All linen items should be properly folded and installed in the right container. Shower curtains
9if made plastic) may not be replaced but should be washed and cleaned daily during the
room make-up. If a different curtain material is used, wash and dry it at least once a week.
5. New occupant shall be provided with a new set of linen even, if the ones used by a former
occupant are still clean looking.
6. The number and quality of linen to be used shall depend on the price of the room. Deluxe and
suite rooms require linen of superior quality.
Labeling and Turning of Mattress
Procedures:
1. Each mattress is marked with the purchase
month and year before its installation in a
guestroom.
2. Each mattress is labeled at the top and bottom on both sides with the month in which it
should be turned like: January, April, July, and October. Labeling by month is preferred to
coding with numbers.
3. The housekeeper should inspect the mattress from the top or bottom of the bed. If it will be
from the top, place the label as shown in figure A. if it will be done from the bottom.
4. When a mattress is turned by a Housekeeper, she should also vacuum both mattress and box-
spring thoroughly, check whether a repair or replacement is required and note down
observations in a report. She should also turn the box spring from the left side to ensure even
wear.
Fitted bedcovers have a center panel which is of the same size as the
bed surface. An extra flap is added at the top of the cover so that this
portion can be folded to cover the pillow.
2. Bed Pads: acts as padding between the mattress and the sheet, giving
the guest additional comfort, especially when the mattress is buttoned.
It also serves as under blanket, giving the body additional warmth as it
absorbs excessive body moisture. Bed pads also protect the mattress
from any spillage or soiling. In modern hotels, a bed pad is flat, with
quilted cover that goes over the mattress. They are made from white
Terylene filling which can be laundered easily. Bed pads should be
laundered regularly as they may contain a lot of soil or even bacteria.
The lost items must be secured in a locked closet or area that has highly restricted access.
Employees are instructed to bring items to lost and found area, with valuables receiving
immediate attention.
1. Valuable items.
2. No valuable items.
3. Perishable items.
Valuable Items:
One separate Register is maintained for Valuable lost and found items and the items are kept
in a safe Deposit Locker.
Valuable items are kept for a period of six months ( as per the hotel policy),
If there is no response from the guest, auction to be conducted.
These category items are kept for three months in safe custody after making necessary
entries.
If there is no response from the looser till the time, these items are to be disposed of. E.g.: To
be distributed to the finder.
Perishable Items:
Perishable nature lost and found items are kept for three days.
In case of any quarry and need to keep further is to be done accordingly.
Housekeeping staffs should have a good knowledge about the types of keys and locks used in
the hotel
Issue the floor key to room maids only after getting the signature on the key register.
Room maids should never give the floor key to any guest or other hotel staffs.
If the room attendant cannot assist the guest immediately, they should at least acknowledge
the guest’s request and advise them when assistance will
become available.
The guest should always be told of how their request is to be dealt with and kept informed
about the progress of the request.
The basis for providing excellent levels of customer service in housekeeping.In order to
ensure the comfort and wellbeing of guests, housekeeping must develop a good relationship with
guests.
This can be achieved by:
For room attendant to provide excellent service, they must know the importance of making
guests feel safe, secure and welcome while they are away from home.
LEARNING ACTIVITY:
1. Why it is importance for the housekeeping staff to have a good knowledge about types of
keys and locks?
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2. What is the process for issuing floor keys for room maids / room boys?
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3. What should be an ideal frequency for key inventory? Elaborate your answer.
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ASSESSMENT:
DIRECTIONS:Perform the following procedures in actual. Follow the scheduled date given by your
Instructor.
1. Make-up check out rooms
2. Room check
3. Turn down of beds.
PERFORMANCE RATING:
1. Check for items left by guests. He might return to claim the item.
2. Pull the curtains or blinds to make the room brighter and more
visible during the make-up. Turn on the lights.
4. Remove soiled dishes used for room service (if any) to prevent pest
infestation and foul odor.
5. Using hand gloves strip the bed of soiled linen and pillow cases and
replace them.
7. Remove hand gloves, wash and wipe dry the drinking glasses to
keep them safe from bacterial contamination.
8. Clean thermos jug then refill it with cold water. This will eliminate
bacterial contamination, if any. If mineral water is used, have it
replaced.
10. Shampoo or vacuum the carpet and the upholstered furniture (if
any).
12. Polish mirror and all other metaled fixtures (made of metal like door
knob).
15. Fix/close the curtains to prevent the sunrays from penetrating the
rooms, thereby maintaining the room temperature.
16. Check the overall condition of the room, including installed fixtures
and appliances.
2. If the guest is in his room and there is no DND sign, wait for him to
open the door. (Introduce yourself).
3. If the guest appears to be irritated or disturbed, apologize and
explain why you have to do the room check.
4. Do not insist on entering the room if the guest shows resentment of
directly expresses that he/she does not want to be disturbed at all.
5. Discreetly try to find out if there are unregistered joiners who slept
with the registered occupant. This has to be reported to the Front
Office and a bill for “extra person” shall be charged to the guest
during the check out.
6. Also check the status of each room and indicate it in the room status
report.
7. Check for unusual things in the room like a guest is sick or
intoxicated or high with drugs and need some help. Offer assistance
when needed.
8. Also check the guest if has clothes laundry.
10. After the room check, thank the guest and wish him a pleasant day.
3. Remove the bedcover, fold it and place in the luggage rack drawer.
4. Remove pillow from luggage rack and place it on the head of the
bed.
5. Make 90 angles with the second sheet.
7. Spread the foot mat on the side of the bed. [The side where the
corner is made] and put slipper on top of foot mat.
8. Always give turndown from the telephone side or inner side of the
bed.
9. For double occupancy, both corner to be made.
RATING
Remarks:
LEARNING OUTCOME:
Pre-Test
Multiple Choices: Choose the correct letter of your answer. Write the letter of your answer in the
space provided.
2. Which document for charging items that is placed in the room and used by the
guest?
a. Advice form c. Summary Sheet
b. Guest Laundry docket d. Damage form
5. Which document for charging items that is used within the laundry and is used
for summarizing all guest laundry with the charges?
a. Advice form c. Summary Sheet
b. Guest Laundry docket d. Damage form
TRUE OR FALSE: Write True if the statement is true and false if it’s not. Write your answer in the
space provided.
1. Hotel operators have full control over the quality of linen processing.
2. The hotel has total control over the quality of the laundering and finishing
processes.
3. When the laundry is located off-site, there is less flexibility.
4. An ongoing maintenance cost is an advantage of OPL.
5. Contracts need to be very detailed in dealing with outside laundry contractors.
6. Uniform hire companies are not part of laundry services.
7. In collecting guest’s laundry, assist guest if necessary.
8. Always sort linen by degree of soiling.
9. Linen items are usually counted after washing during the ironing and folding
process.
10. Carry out repairs is not part of laundry service.
CONTENT
What is Laundry?
Linen Attendant – does the recording, storage and issuance of linen; and
Seamstress – does mending of guest laundry, employee’s uniform and other linens.
Dispatch Clerk – will check the quantities and quality and ensure paperwork is
complete before the linen is delivered back to where it comes from.
In small lodging establishments with limited laundry jobs, it’s not practical to have many
laundry staff. The room boy can pick up or deliver laundry items to the guest, same with the
banquet attendant they can deliver used linen and pick up a new one. The ironer can also do a
steam presser.
In case the lodging establishment does not have sufficient laundry facilities, as common
practice by most establishments, they contracted commercial laundry service.
The hotel has to outlay large amount of capital expenditure to purchase all laundry
equipment, installation and on-going maintenance as well on purchasing linens for
hotel room and restaurant and its on-going replacement;
Space needed for installation of laundry facility, and ample space for storage area;
Additional recruitment of employee’s;
Purchase laundry supplies and utility costs; and
In case of machine breakdowns, laundry section may be idle, production may stop,
causing linen shortage and disruption of operation.
The service laundry provider is responsible for all capital expenditure of machinery
and linen;
Utility, maintenance and staffing costs are carried by the laundry service provider;
Scheduled deliveries and collection times are regular; and
The hotel can budget all unit processing costs accordingly.
Off-Site laundry providers may decline requests from hotel owners to purchase
specific styles of linen items;
Hotel operator cannot control over the quality of linen processing;
Hotel will assign staff to count all clean linen received and check label listing
contents of a delivery; and
Because it is Off-site, there is less flexibility.
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Laundry Equipment
Ink remover;
Protein remover;
Paint, oil and grease remover;
Rust remover;
Tannin remover; and
All-purpose spot remover.
Hotel has its own on-site laundry; most processes are documented
for future reference in charging for laundry or dry-cleaning service from
guests and for internal purposes to monitor operating costs.
If the hotels provide a guest laundry and dry-cleaning service, the following is a brief
process:
Room attendant places laundry bags and laundry dockets into the wardrobe or drawer
when cleaning the guest room. (see figure 1 – sample guest docket);
Docket has all the common items listed with itemized charges for each item and it
triplicates depending on accounting process of the hotel;
If the guest requires this service, the docket should be completed with the guest
name, room number and quantity of items to be process;
The docket is then put into the bag and the guest may take it to the reception or call
housekeeping services;
Hotel staff will collect the laundry from the guest room and must check the docket if
it is complete with all the guest details. If not, room number should be noted in the
bag;
If the docket was not fill-in by the guest, the laundry may still be process but it will
not be returned to the guest’s room;
If the laundry is off-site, laundry will be delivered to the central point within the
hotel to wait collection by the laundry driver;
If the laundry is on-site, the hotel staff will directly deliver the bags to laundry for
processing;
Staff will enter all guest items on a summary sheet where names and room numbers
of the guest recorded, whose laundry or dry-cleaning has been received for
processing;
All the guest bags are placed into a laundry bag ready for collection;
A copy of the summary sheet will be given to the laundry collector with all the
guests’ bags;
The laundry will be then process for laundered and dry-cleaned;
A copy of the summary sheet will be returned with all the guest items for cross
checking and a list of charges for each guest;
Laundry charge will be added to the guest account either done by the linen room or
housekeeping staff via computer entry or a copy of the summary sheet will be
forwarded to reception for posting;
Line or housekeeping staff will then return all clean and checked items neatly
packaged to the guest room (see figure 2 – sample summary sheet);
In many hotels, laundry items of guest garments with damaged condition, it will be
returned to the guest unprocessed advising the guest of this and request permission to
proceed. This is to minimize financial claim against the hotel by the guest; and
Laundry/Dry-Cleaning or pressing Received by 10:00 AM will be returned same day Total: ____________
One hour pressing service is available 6:00 Am – 9:00 PM, Monday -Sunday
Articles required same day received after 10:00 AM will incur 50% surcharge
Please indicate number of articles in the “count” column. In case of discrepancy, the Hotel count will be
considered correct. Claiming loss or damage must be accompanied by this list and be made within 24 hours
of delivery. Liability of loss or damage is limited to an amount not exceeding 10 times the cost of cleaning.
All care will be taken in processing, the Hotel however cannot be responsible for any loss of items left in
pockets, loss or radiation of color or shrinkage.
In case a stain cannot be removed from a garment, attached a note to the garment to
advise the guest that whilst the garment has been cleaned, unfortunately the stain
could not be removed (see figure 3 – sample advice form).
Laundry Return
Curtains;
Cushion cover;
Table skirting;
Chair covers;
Bedspreads and bed skirting;
Blankets;
Pillows (feather fill);
Staff uniforms; and
Guest dry-cleaning.
Shirts;
Undergarments;
Socks;
Tee shirts;
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Singlets;
Golf shirts;
Blouses;
Dresses;
Nightwear;
Tracksuits;
Gym clothes;
Handkerchiefs;
Jeans; and
Baby clothes.
Suits;
Coats;
Ties;
Evening gowns;
Dinner suits;
Trousers; and
Jackets.
Answers telephone in line with your hotel’s procedures. Always use correct phrases:
Always knock the door 3 times or ring the bell and identify yourself in a loud and clear voice.
(Good morning/afternoon, laundry service);
Collect the item immediately and leave the room and make
sure to lock the door;
Cross or tick off the room number on your collection list;
Check laundry docket if it is completed if it is empty, write
the room number/name on the outside bag to identify where it
came from and secure the bag closed so no items fall out; and
Place the bags to the trolley for delivery.
Room Guest Name Laundry Dry Clean Press Only Time Collected & Special
number Instructions
222 Jones
333 Lee
444 Bell
XYZ Hotel
Housekeeping Department
We have noticed the following on the garment when it was sent to the laundry.
( ) stains ( ) worn-out
( ) has shiny patches ( ) not fit with the process you requested
( ) Double creases
With the observed defect/s, we cannot guarantee that the garment will be laundered/dry-cleaned/pressed to your satisfaction. Please let
us know what you would like us to do.
( ) the other items are being processed to avoid further delay and will be delivered to you shortly.
Your comments:
Guest Signature
Attending Clerk
Pick-up soiled linen must be delivered directly to the laundry via a chute from the guest floor.
In other hotel’s it will be collected manually from each floor and transported to the laundry
via lifts and corridors;
The linen attendant shall pick-up the soiled linen from the laundry chute and then carries
them to the laundry area using a trolley. All soiled line that are gathered either from the chute
or delivered manually will be then recorded in a laundry log book (number of each pieces for
each item and damage if any); and
It will be turned over to the laundry clerk who will acknowledge receipt of the item by
signing in the endorsement form or in the logbook.
1 for 1 method
In this system all items are exchange clean for dirty. Floors and restaurant are issued with an
agreed par level of linen. E.g. if the floor uses 350 bath towels then 350 clean towels will be returned.
At the end of the day, quantities are totaled, checked by the Housekeeping Supervisor and
sent to the linen room for replacement in exact quantities.
Top System
This system no par levels established so stock levels are just “topped up” daily and this may
lead to over stocking of items, uncontrolled costs, and shortage of linen.
Requisitioning System
In this system, hotel keeps a stock of linen items in the linen room. Restaurant will request
only what they need on a daily basis same with the hotel rooms.
Pillowcases. These must be separated from sheets as they are washed separately. It is much
easier to separate them when dry. If they are washed with sheets, they will get twisted in the
final extraction and will be much more difficult to sort. This wastes time and slows down
production;
Duvet covers. These need to be sorted from the sheets as they are also processed differently;
Towels. These will need to be sorted from sheets as they are washed on a different wash
cycle because of fiber type and degree of soiling. In a hotel environment towels are usually
more heavily soiled than sheeting. Items found mixed with towels may include soap and
tissues and these all need to be removed prior to washing;
Colored towels. Sometimes if there is a spa area, massage rooms or hairdresser within the
hotel, colored towels are used. These may be heavily soaked in massage oils or hair dye and
must be washed separately. Colored towels will always fade over a period of time;
Bathrobes. These will need to have the belts removed before washing otherwise they may
get tangled in the wash causing damage to the belt loops on the robes. If there are pockets in
the bathrobes, these will also need to be checked for guests' personal items or old tissues etc.
Bathrobe belts will be placed into a mesh laundry bag before being placed in the machine;
Table linen. This must be sorted to remove food scraps, cigarette butts, cutlery and
sometimes even pieces of crockery! Cutlery that circulates in a washing machine may cause
extensive damage to the mechanics of the machine and may necessitate the machine being
out of service for an extended period due to repairs. It may also cut and damage the linen that
is being washed. This will add pressure to the laundry operation if a machine has to be placed
out of service;
White table linen must be sorted from coloured table linen to prevent dye runs;
Tea towels. Those from the kitchen should be washed separately than those from the guest
rooms and bar areas due to the grease content. It is recommended to have different colours for
different areas of a hotel a) for identification and b) to reduce cross contamination. For
example, a greasy tea towel used by kitchen staff will leave smears on polished glasses! and
Cleaning cloths and mops. All hospitality operations require cleaning and so will have a
supply of cleaning cloths and mops. These may require laundering daily. Kitchen cloths
should always be laundered separately from those of Housekeeping due to having higher
levels of grease and fat contained within. Where colour coded mops are used for
Housekeeping and Kitchen areas, these must also be washed separately.
The most common stains found on bed and bath linen are:
Perspiration;
Hair oils;
Body lotions;
Cosmetics; and
All body fluids.
If bed and bath linen are found with large amounts of blood, feces, vomit or urine, this linen
should always be treated as potentially infectious linen. This linen should always be kept separate
from other lightly soiled linen.
The room attendant or cleaner should wear rubber gloves when handling such linen. Solids
should be flushed from the linen wherever possible prior to sending to the laundry. This linen should
then be placed directly into a soluble bag which is a heavy duty
Red wine
Coffee and tea
Lipstick (on napkins)
Food colorings and food residue
Salad dressings and butter.
Washing;
Dry-cleaning; and
Press Only.
Washing
Whites;
Colours;
Dark colours; and
Delicate items.
Dry-Cleaning
Light colours;
Dark colours;
Lighter weight; and
Heavier weight.
Most garments produce by the manufacturer worldwide have care labels sewn into each
garment. But most of the user it’s just a paper tag attached to the garment when purchased.
All guest laundry and dry-cleaning items are counted when received at the sorting stage.
Linen items that are received into laundry are counted at the finishing process which involves ironing,
folding and packaging.
Staff uniforms are usually identified either by each staff’s name or number or by department
size. It will be counted by the laundry and sorted into different categories for washing or dry-
cleaning. These records will be kept for internal cost analysis.
Where staff uniforms are processed in the hotel laundry, priority will always be given to the
guest items due to the revenue it produces and the service ethic.
At the end of the working day, all records from both the towel folders and flatwork ironers
are then totaled and posted to a computer so that the production records are kept. This will help with
cost analysis at a later page.
Food stains;
Oils and fats;
Ink;
Perspiration;
Blood and body fluids;
Cosmetic stains; and
Food coloring and dyes.
Identifying Stains
Steps Procedures
1. Upon receiving laundry items, the sorted Segregate by bag the items that are for dry-
lines up the laundry bags according to the cleaning, for washing and for pressing.
time they are received.
2. Count and check all items in the bag to Take note the Following:
make sure that the count and
specifications tally with the ones in the
list. Whether the type and count of items
tally with what is indicated in the
laundry list.
3. Mark/tag all items to be able to identify Place the appropriate tag. E.g. blue
the required laundry process. for dry-cleaning and green for
washing.
4. Inform the supervisor if the guest has Indicate other details like how it will
special instruction with regards to their be processed, time of delivery, and
laundry item. other services like mending.
The washing of linens and garments will be done in different types and sizes of washing
machines. For example, you would not wash eight shirts in an 80 kg washing machine nor would you
wash 500 sheets in a 5 kg machine. The volume of soiled linen or clothes will determine which size
of machine to use.
A washing machine washes, rinses and extracts water in the final cycle. Washing Machines in
a commercial laundry have the wash cycle programmed in several ways:
Where a washing machine uses the card system there will be a different card for each
item to be washed. The card is made of a heavy-duty plastic.
There will be a different card to use when washing white sheets than when washing
red napkins for example, these cards will be
clearly marked as to which items they are to be
used for.
These cards programmed the machine to call for different water levels at different
temperatures and different chemicals at different times within the wash cycles. When towels
are washed, then the card marked" towels" will be used.
Micro-processor.
Some items may need to be dried in a tumble dryer whilst others are dried, ironed and folded
on an automatic flatwork ironer. Sheets, for example, will be removed from the washing machine and
go directly on to the ironer.
Towels will need to be dried in the tumble dryer and then folded either by hand or by a towel
folding machine.
Cotton polyester garments, such as large quantities of staff uniforms, may be placed on coat-
hangers and then dried and pressed by passing through a tunnel press.
When using any machine in the laundry, you must always follow the manufacturer’s
instructions. Follow all safety precautions and never use a machine you have not been trained to use.
Steps Procedures
1. Check garments for stains and damages. Check the pockets for valuables left
by the guest.
3. Endorse any stained item to the spotter for Upon receiving the items, the spotter
spot removal. must acknowledge by signing in the
endorsement form.
4. Pre-scrub all heavily soiled parts of Use a laundry brush with soap and
garments. water.
5. Load all the items for machine washing Segregate white items from colored
into the washing machine. ones
Select the appropriate load size: Use large load for large items
6. Add washing detergent based on the Use appropriate wash formula and the
recommended quantity for specific load required chemical dosage
size.
Use detergent, alkali, bleach and
softener
7. Adjust the water temperature of the Use “hot” temperature if garments are
washing machine. heavily soiled or white in color
8. Select the right wash cycle and time. Use super wash cycle for heavily
soiled items
Steps Procedures
2. Load items into the dryer Put into the machine just enough
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quantity of linen such that it will not
occupy the whole dryer drum
3. Select the right drying cycle and setting Turn to Automatic-dry for towels and
linens which do not require pressing
or are not hard press
Once all garments and linen are clean, it is important to check that all instructions have been
followed.
Residual stains. Any linen found to be torn or stained should be sent back either to
the rewash section or to the repair section for further action.
On occasions, stains and tears are found by the operational department. If this is the
case, the items should be kept separate from all other linens so that they may be
treated accordingly and not just kept circulating.
Always knock on the door (or ring the bell) and
identify yourself (the guest may be resting or
working);
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Knock again before entering the room. As you enter the room always identify
yourself in a loud and clear voice (“Good afternoon/evening, laundry service”);
Check that the items you are about to deliver match the room number you are in. It is
easy to make an error in delivery, particularly if there are many parcels for the same
floor;
Place the items in the room according to your property’s guidelines and leave the
room making sure the door is locked. Folded laundry is usually placed on the bed and
clothes on hangers are placed in the wardrobe leaving the wardrobe door slightly ajar
so that the guest can see this;
Cross or tick off the room number on your delivery list; and
If the room has a “Do not disturb” sign on, you may need to return later. In some
hotels, a card may be left under the door advising the guest that an attempt was made
to deliver his laundry and to call when he is ready for delivery.
Linen that has been folded, stacked and counted is usually either returned to the operating
department in several ways:
By delivery to the central linen room on trolleys from where it is issued. This may be
carried out by linen room staff, laundry staff or Housekeeping staff;
By delivery to the maids’ pantries on each guest floor where it off loaded on to the
shelves;
By delivery to the restaurant storerooms by a laundry staff member; and
By collection from the laundry by staff members from each operating department.
The issue, collection and delivery times would usually be at approximately the same time
each day.
The following are examples of the types of records that should be kept:
Daily production of all washing machines
(kilograms wash per day);
Daily production of all tumblers;
Daily production records of the flatwork
ironer/folder;
Daily production records of all folding
machines (quantities of all folded items
and their type);
Daily production records of all dry-cleaning machines (kilograms per day are dry-
cleaned);
Daily and monthly guest laundry and dry-cleaning revenues;
Monthly production records of all items
processed (record of all washed and ironed
items);
Total monthly chemical cost (based on
purchases and consumption);
Cost of chemical per kilogram of washed
item;
The percentage of rewash items (to know
how much is the costs and can be controlled
and review the procedures);
Preventative maintenance record of all machinery;
Machinery repairs;
Boiler service records;
Water treatment records;
Sewage, water and power costs;
Chemical company’s regular report;
Guests daily summary sheet;
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Invoicing;
Staff rosters including sick days and holiday schedules with all relevant
administrative paperwork;
Payroll costs;
Truck driver schedule and transport costs 9petrol, truck servicing);
Condemned linen figures;
Purchase orders for all goods purchased;
Replacement stock put into circulation;
Records of abused linen per customer or per department; and
Monthly stock takes of all miscellaneous supplies such as hangers, pins, polymark
tape, packaging materials.
Record keeping and proper analysis of all records will assist in determining if production can
be improved in certain areas of the operation. It will also assist in calculating profit margins and is a
history of expenses.
Prices charged for dry cleaning and laundry must demonstrate competitiveness whilst
maintaining profitability.
LEARNING ACTIVITY:
2. How do you classify items for laundry? Why should garments be classified?
b. Sorting-Marking-
c. Sudsing-
d. Rinsing-
e. Flushing-
f. Breaking-
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g. Bleaching-
ASSESSMENT:
Procedures:
1. Pick -up guest clothes in accordance with enterprise require.
2. Pick-up in-house items in accordance with enterprise requirements.
3. Sort items lodged for laundering.
4. Count items lodged for laundering.
5. Assess stains on items.
6. Spot clean stains as required.
7. Identify appropriate cleaning method for items.
8. Operate equipment to achieve intended cleaning result.
9. Effect repairs as required.
10. Perform post-cleaning laundry activities.
11. Check results of cleaning and take appropriate additional action, if required.
12. Process internal records and billing instructions.
13. Produce necessary internal laundry reports.
14. Deliver guest clothes to guests in accordance with enterprise requirements.
15. Deliver in-house items to departments in accordance with enterprise requirements.
PERFORMANCE CHECKLIST:
Total Score
Rating
ANSWER KEY:
Glossary
Housekeeping Status report : A report prepared by the housekeeping department to indicate the
current status of each room, based on a physical check.
Routine maintenance: Activities related to the general upkeep of the property that occurs on a
regular basis, this also requires minimal training or skills to perform.
Schedule maintenance: Activities related to the general upkeep of the property that is initiated
through a formal work-order.
DND Card: A do not disturb card is hung outside the room to inform hotel staff or visitor that the
occupant does not wish to be disturb.
Double Locked (DL): An occupied room in which the deadbolt has been turn to prohibit entry from
the corridor. Only a grand master key or an emergency key can open it.
DNCO (Did Not Check Out): The guest made arrangements to settle his or her account (and thus is
not a skipper), but has left without informing the front office.
Turn down Service: A Special service provided by the housekeeping department in which a room
attendant enters the guest room in the early evening to restock supplies, tidy the room and turn down
the covers of the bed.
Deep cleaning: intensive or specialized cleaning undertaken in guest rooms or public areas, often
conducted according to a special schedule or on a special project basis.
Area inventory List: A list of all items within a particular area that need cleaning by or attention of
housekeeping personal.
Frequency Schedule: A schedule that indicate how often each item on an area to be cleaned or
maintained.
Recycled inventories: Those items in stock that have relatively limited useful lives but are sued over
and over in housekeeping operations. E.g.: Linen, uniforms, major machines etc and guest rentable
objects.
Par Number: A multiple of the standard quantity of a particular inventory item that represents the
quantity of the item that must be on hand to support daily routine housekeeping operations.
Floor Par: The quantity of each type of linen that is required to outfit all rooms serviced on that
floor.
Master Key: A Key which opens all guest room doors which are not double locked.
Grand Master / Emergency Key: A Key which opens all guest rooms and doors even when they are
double locked.
Guest room key: A Key which opens on one guest room when it is not double locked.
Room inspection: A detailed process in which guest rooms are systematically checked for
cleanliness and maintenance needs.
Amenity: A service or item offered to guests or placed in guestrooms for convenience and comfort,
at no extra cost.
Back of the house: The functional areas of the hotel in which employees have little or no guest
contact, such as the engineering and maintenance department, laundry room and so on.
Back to back: Describes a heavy rate of check outs and check-in on the same day, so that as soon as
room is made up, a new guest checks into it.
Make up: Servicing of the room while a guest is registered in the room.
On-change: The guest has departed, but the room has not yet been cleaned and readied for re-sale.
Burnishing: Polishing the floor with a high speed floor machine to achieve an extremely high gloss.
Capital budgets: These allocate the use of capital assets that have a life span considerably in excess
of one year; these are assets that are not normally used up in day to day operations.
Cleaning supply: Cleaning agents and small cleaning devices used in hotel room cleaning and public
areas.
Luggage rack: A furniture item provided in guestrooms for placing the guest’s luggage on.
Linen chute: A passage in the form of a tunnel for sending soiled linen from the floor pantries of all
floors to a central place near the laundry, from where it can be collected by the laundry staff.
Mitering: A method for contouring a sheet or blanket to fit the corner of a mattress in a smooth and
neat manner.
Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.
Out-of-order: The room cannot be assigned to a guest. A room may be out-of-order for a variety of
reasons including the need for maintenance, refurbishing, and extensive cleaning. (Out of Order Vs.
Out Of Service )
Lockout: The room has been locked so that the guest cannot re-enter until a hotel official clears him
or her.
Hand Caddy: A portable container for storing and transporting cleaning supplies and equipment.
Check-out: A room from which the guest has already departed / vacated / checked out.
Due out: A room which the guest is due to checkout that day.
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Stayover: The guest is not expected to check out today and will remain at least one more night.
Sleep-out: A guest is registered to the room, but the bed has not been used.
Skipper: The guest has left the hotel without making arrangements to settle his or her account.
Sleeper: The guest has settled his or her account and left the hotel, but the front office staff has failed
to properly update the room’s status.
References
Living On A Dime to Grow Rich. (February 1, 2017). Laundry Sorting Simplified! How to Separate
your laundry. https://www.youtube.com/watch?v=YfmCwtOg0UY
Raghubalan, G. 2015. Hotel Housekeeping, operations and Management, 3rd Edition, oxford
University Press.
Gray, W. and Liguori, S. 2012. Hotel and Motel Management, Prentice Hall Publications, India
Aleta A. 2002. Managing Housekeeping Operations, Published by Educational institute of the Amer
Hotel