ROOM

PREPARATION
FOR GUEST
SEPTEMBER 13, 2019

Elizabeth Pascual-Nati
Classification of Guestrooms
Preparation for Quality Room Keeping
Conducting A Room Check
Housekeeping Occupational Health and Safety
Types of Bed, Linens, Pillows and Bed Sheets
Making Up a Bed
Room Make-Up Procedure
Conducting Turndowns
Inspecting a Vacant and Check out Rooms
Pest and Insect Control Measures
Housekeeping Terminologies
 EEXECUTIVE HOUSEKEEPER OR
HOUSEKEEPING MANAGER VEHOUSEEXE

ROOMKEEPING PUBLIC AREA LINEN AND LAUNDRY

SUPERVISOR SUPERVISOR SUPERVISOR

ROOMBOY HOUSEMAN LINEN

UTILITY ATTENDANT

CHAMBERMAID PEST CONTROL LAUNDRY

TECHNICIAN ATTENDANT

GARDENER
MINI-BAR ATTENDANT VALET
GROUND MAINTENANCE RUNNER

STEAM PRESSER/
IRONER
Guest Must Know:

 hotel standard check-in and check-out time, check-in: 2:00 PM and check-out time:
12:00 noon the following day. Guests who arrive earlier may stay at the hotel lobby
or restaurant area at no additional cost.
 50% down payment must be paid to confirm reservation.
 that rates are subject to change without prior notice.
 that the capacity of room must be observed and additional amount will be charged
for additional occupancy.
 that he/she must endorse room keys to the front desk when leaving the hotel.
WORK DISTRIBUTION TO ROOM MAINTENANCE STAFF
First shift room attendant reports usually between 6:00 in the morning to 2:00 in the afternoon.
They perform the following:

- room make up
- installation of room amenities
- attending to service requests of guests

Second shift room attendant or the night shift receives endorsement from morning shift which needs to be
completed or to be initiated for the evening

They perform the following:

- night services
- turning down beds, make-up of the bedroom and bathroom
- attending to late check-outs
- refilling of thermo jug with water
- attending to service requests of guests
HANDLING GUEST REQUEST AND QUERIES

A good housekeeper should be knowledgeable about the

product or service they are offering and at the same time
approachable. Every guest will appreciate the service if they are
treated in manner they expected. If the inquiry is a complaint,
the attendant should be calm in answering their complaints. All
problems can be solved in a peaceful manner. Always be polite in
answering to all requests and queries.
Developing and Practicing Negotiation Skills

Handling Guest Request Tips:

 Handle guest request within ten minutes.
 Use proper door knocking procedure.
 Be prepared to handle complains, like when the guest is
angry when you arrive.
 Inform the front office as soon as you accomplished the
request.
 Inform the guest of the development of their request.
CLEANING AND MAINTENANCE OF GUESTROOMS

Of all the areas in the hotel that are housekeeper’s responsibility, the one
that often appears to the public to be the simplest is the guest room-simplest
because all it seems to entail is cleaning the room, changing the linen, and
making up the bed. Every guest is comfortable in their stay in a hotel that will
give them extra care.
A thorough cleaning is done periodically by housekeepers and each one of
them is expected to complete a series of cleaning and sanitizing procedure.
Cleaning the guest room has to be done within the given time frame
Things to Remember in Doing Cleaning Service
 Clean in one direction.
 Clean from entrance to exit.
 Clean from top to bottom
 Clean from farthest point out.
 Check damages that need maintenance and check for
lost items.
 Use the right cleaning tools and agents to clean all
surfaces.
Steps in Cleaning the Guest Rooms:
Step 1
 Open the windows to let the air out and turn off air-condition units.
 Hands should be clean before using protective disposable gloves.
 Empty trash bins.
 Remove dirty linen.

Step 2
 Remove dirty towels (bath, hand and face towels).
 Disinfect the rooms.
 Remove gloves.
Step 3
 Make up the bed.
Step 4
 Dust all surfaces.
 Check all appliances and lights if they are functioning well.
Step 5
 Clean the bathroom.
 Use disposable protective gloves.
Step 6
 Replace all free products.
 Vacuum the room.
 Check the room if everything is in place.
Guestroom Amenities
Amenities are extra services or products the hotel provides for their guest but they vary in every hotel. Some hotels offer
standard amenities to every room while others’ amenities may be optional and guests may avail them if they want, but with extra or additional
charge. Amenities may also vary from every hotel.
The following are examples of hotel amenities:

Bedroom Amenities Bathroom Amenities

complete bed set shampoo and Conditioner trash bag
clothes hanger bath soap/gel toilet tissue
alarm clock lotion water tumblers
telephone and telephone directory toothbrush blade dispensers
internet access hairbrush or comb
televisions (cabled) shower cap
desk and chairs cotton swab
personal ref razor
ironing set shaving foam
safety deposit locker towels
notepad and pen hair dryer
coffee maker hot and cold water
luggage scale shoe mitts
 HANDY ACRONYM IN SOLVING
How to Handle Guest Complains Positively: PROBLEMS

 Do not argue with the guest. L – LISTEN

 Listen attentively.
A – APOLOGIZE
 Sympathize with and pacify the guest.
 Stay calm and make sure you understand the problem. S – SOLVE

 Do not blame others or become defensive. T – THANKS

 Apologize for the inconvenience.
Always apologize for the
 Identify the possible solution in analyzing the problem.
inconvenience. With a
 Report any situations that you cannot resolve. staff solving the
 Notify the concerned department with regard to the complaints. problem, with good
 Take immediate actions and solutions.
communication, the
guests are less likely to
 Learn from mistakes and avoid repeating the same mistake.
leave frustrated.
HOUSEKEEPING FORMS

1. Housekeeping Attendant’s Daily Assignment Sheet – This is a form used by housekeepers to record the tasks done
during their shift. It also helps them to plan their work for the day, log down their entry and exit of rooms they entered,
note down the room status before and after service, and list down the items replaced. This form is handed to the
housekeeper upon briefing before they can start their daily task.

2. Maintenance Request Form –This form is used by guests if they are requesting for things that need fixing.

3. Housekeeping Order Form – This form is used for requesting things needed for replacement or work to be done.

4. Guest Room Cleaning Checklist – This form is used by the housekeeping supervisor to check on the daily work done
by the housekeepers. It is also used to establish a procedure to ensure and check that all works are done and no
amenities are missing.

5. Lost and Found Slip – This slip is used to track records for lost and found items.

6. Housekeeping Status Report – This is a report prepared by the housekeeping department and given to the front office
to update them on the status of each rooms, and to know what room is available for the arriving guests.
 PREPARATION FOR QUALITY ROOM
KEEPINGS Set Priorities
Prepare for the Day 1. Secure a room status.
1. Be on time. 2. Prioritize room cleaning:
2. Get daily assignment from your supervisor.
1st - check-out rooms – to prepare
3. Prepare all things needed: tools and
for the incoming guest
equipment, supplies and chemicals, forms,
room amenities and make all requisition for 2nd - rooms with make-up request
when supplies fall short of par stock. 3rd - occupied rooms without
4. Make an account for the supplies from the request and without a “Make up”
storage area
sign
5. Load and arrange supplies in the trolley or in
4th - vacant rooms that need follow-
caddy box.
Report all briefing up
CONDUCTING A ROOM CHECK Housekeeping staff performs a routine
Housekeepers do the cleaning of rooms mostly room check in every guest room to
during day but they have to be aware of the check the following:
following exemptions like: rooms with DND or
“Do Not Disturb” sign, rooms with late night  if the room is still occupied
guest and early morning arrivals by guest with  if the guestroom beds were slept on
international flights. These cases require  if there are unregistered additional
evening service or turndown service.
occupants in the room

Turndown service (TDS) is a special service  if the guest is out and the room is
provided by the housekeeping department ready for make up
where in the attendant enters the room early in  if guest has dirty clothes for
the evening to do the second cleaning, re-
laundering
stocking supplies and turn down the bed. TDS
procedure involves preparing the room for guest  the condition of the guest
to sleep comfortably
Note: Room check should be done with care and sensitivity. Guest may get irritated especially in the morning if they still sleeping or just awoke from sleep.
HOUSEKEEPING OCCUPATIONAL HEALTH AND SAFETY

Being a housekeeper is a tough career because it is a physically demanding

job. It is classified from “moderately heavy” to “heavy” work. Housekeepers carries
different tasks in which they have to physically fit in order to perform their duties
well. Like in other physical jobs, there is a risk associated with it and their health
may be at stake. That is why there are important things a housekeeper should do to
avoid injuries.
Workplace Safety Practices:

 Wear personal protective equipment at all times. PPE

 Spill should be cleaned up immediately to avoid slipping.
 All damages should be replaced and an anti-slip flooring should be provided in
some areas like the entrance and other slippery areas.
 Maintain the cleanliness of light fixtures to improve lighting efficiency.
 Clear all aisle and stairways with any obstruction that can cause injuries.
 Provide warning signs.
 Repair tools should be cleaned after use and damaged tools should not be used.
Guidelines to Reduce Physical Stress:

 Use lighter equipment and heavy one must have wheels.

 Using motor-powered equipment to lighten the workload.
 Modern cleaning ingredients are much advisable.
 Always follow work rotation to lessen permanent injuries to the body.
 Take rest as needed.
 Use appropriate lifting and bending techniques in doing the housework.
 Recognize your limits and ask for help from co-workers if objects to carry are too
heavy.
 Clear all areas from any obstruction that can cause slipping or tripping.
Safety in Handling Cleaning Chemicals

 Use the right protective equipment

 Housekeepers should know the Do’s and Don’ts’ in storing and using cleaning chemicals
 Store cleaning chemicals accordingly and there should be safety data sheet for it
 Always follow manufacturer’s instruction and procedures
 Cleaning chemicals should be stored in their original containers
 Don’t mix cleaning chemicals
 Never use different cleaners as an alternative unless they have the same use
 Follow the exact “signal words” like:
- Caution: The product should be used carefully but is relatively safe.
- Warning: The product is relatively toxic.
- Danger: The product is highly toxic and may cause permanent damage to skin and eyes.
Steps in Making Up the BED
1. Carefully remove soiled linen one by one and check if there’s some lost items inside the bed sheets.
2. Pull out the bed from the head board using both hands and bend one knee to avoid back aches.
3. Prepare all materials to be use.
4. Spread the first sheet (mattress cover) tick-in and mitre 45 degrees on each side.
5. Spread the second sheet (wrong side) placing on the top edge of the bed.
6. Spread the third sheet (blanket) placing 15 – 16 inches away from the top edge of the bed.
7. Spread the fourth sheet (blanket protector overlapping 2 inches to the blanket then tuck it in.
8. Fold the wrong side twice to the right side and then tuck in very tight on both sides.
9. Move to the foot side of the bed and gently fix sheets to avoid wrinkles.
10.Prepare for the footing allowance, and then tuck it in.
11.Spread the fifth sheet (bed cover), then put the pillow inside the bed cover.
12.Push back the bed to its original position.
13.Check and see for any wrinkles and fix them using back part of your palm.
Avoid using the palm side because the dirt from your hands may be transferred to the sheets.
14. Check for hair fall or any other foreign object.
ROOM MAKE-UP PROCEDURES Cleaning Materials and Chemical
Room Attendant Cart equipped with amenities and supplies Agents

 all-purpose spray
Cleaning Tools:
 disinfectant
 duster
 cream cleaner
 dust pans
 bleach
 mops Cleaning Equipment for
 detergent
 brooms Room Servicing
 polish
 brushes
 chambermaid trolley  glass cleaner
 buckets or
 wet and dry vacuum  abrasives
pails
cleaner
 garbage bins  polishing cloth (at least 5, each one
 scrubber and polisher
 caddy basket for different areas in the bedroom)
 upholstery cleaner
 squeegee
What’s Inside the Maid’s
Cart Trolley?

 bed linen – 2 per bed

 bedspread – 1 per guest
 face Towels – 1 per guest
 pillow cases – 2 per guest
 bath mats – 1 per bathroom
 mattress protector –
Limited number
Steps in Room Make up Procedure:
1. Place cart in front of the guest room and knock 3x.
2. Politely greet the guest and ask permission to make-
up the room.
3. Empty all trash cans/waste basket.
4. Remove all dirty dishes, linen and towel.
5. Replenish all bedroom and bathroom amenities.
6. Wash, wipe and then dry all drinking glasses.
7. Dust all furniture and fixtures.
8. Polish the mirror and metal fixtures.
9. Clean and vacuum the floor if needed.
10. Make up the bed.
11. Check the overall condition of the room.
12. Spray air freshener.
13. Advise the guest that the room is already
made-up.
14. Leave the room and close the door gently.
1ST SEMESTER FINALS
GRADE 12
•PERFORMANCE TASK 1: SCRAPBOOK
WHAT’S INSIDE THE SCRAP BOOK?
•What is Housekeeping Conte Creativi Originalit Cleanli TOTAL
•Types of Bed(pictures and label) nt ty y ness
•Types of Hotel 15 10 10 5 40
•Procedure in making up the Bed POINTS
•. Classification of Rooms(pictures and label)
•Kinds of Hotels( pictures and label)
•Procedure in Cleaning up the room
•Linen and Laundry Section
•Butler service
•Dealing with Intoxicated Guest
•Your pictures on our Housekeeping activities
SIZE: ½ LONG BOND PAPER