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CHAPTER 8
REPLENISHMENT AND MAINTENANCE
OF BED LINENS
 Replenishment of Linen
1. All soiled linen items should be replaced with
fresh ones.
• Bed sheets, pillowcases should be replaced daily
•  Towels, hand towels, washcloth and bathmat should
be replaced daily if they are used by the guest
•  Blankets and bed covers should be immediately
replaced once they 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 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
(if made of plastic) may not be replaced but 6. The number and quality of
should be washed and cleaned daily during the linen to be used shall depend on
room make-up. If a different curtain material is the price of the room. Deluxe and
used, wash and dry it at least once a week. suite rooms require linen of
superior quality.
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.
 LABELING AND TURNING OF MATTRESS
PROCEDURES:
As part of the
preventive program of 1. Each mattress is marked
with the purchase month
Housekeeping,
and year before its
mattresses must be installation in a guest room.
examined periodically 2. Each mattress is labeled
at the top and bottom on
to determine their age,
both sides with the month
condition and in which it should be turned
durability. Likewise like: January, April, July,
October.
they shall be turned at
Labeling by month is
least four times a year preferred to coding with
to prolong their life. numbers.
3. The housekeeper should
inspect the mattress from the
top or bottom Of the bed If it will
be from the top. If its 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 the right
side to ensure even wear.
 SELECTION AND CARE OF BED LINEN

1.BEDSPREADS
Throw-over bedspreads require less delicate material than fitted
covers. Most materials that are suitable for curtains can be used
for bed covers. In calculating the required quantity, the pattern
should be taken into consideration.
•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.
•Choose bed sheet materials that are easy to wash. They should
be grease resistant inasmuch as guests often sit or lie on the
beds. Besides, hotels rarely change the bedspread. 
•A soft, loose woven fabric is not advisable for a bed cover since
it’s shape easily gets distorted. A shiny satin type of fabric will be
better. The material should also be fire resistant, especially when
there are people who smoke in their bedroom. 
SELECTION AND CARE OF BED LINEN

BED PADS
• A bed pad 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 coved 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.
 PREPARING ACCOMPLISHMENT REPORT

•After accomplishing cleaning assignments, housemen assigned in public areas are

supposed to prepare and submit an accomplishment and productivity report. Using a
prescribed accomplishment form, they will record their daily accomplishment in their
assigned area. A sample of this report is illustrated below. After accomplishing the
report, the head houseman or head of the unit (i.E, office and function room) shall
acknowledge —sign the report certifying that the tasks are indeed accomplished as
stated in the report.
•With this system, housemen are more inclined to give serious attention to their
cleaning assignments because they know that their accomplishments are being
monitored. These reports shall be submitted to the housekeeping supervisor who
wilt use the same in monitoring productivity of housemen and for giving constructive
feedback on unaccomplished responsibilities. It will also serve as basis for
performance evaluation during the annual performance review.
 PREPARING ACCOMPLISHMENT REPORT

BatStateU Hotel
Housekeeping Department
PUBLIC AREA ACCOMPLISHMENT REPORT
Name of houseman/housekeeper: _________________________ Date: _______________
Assigned to: _______________

Areas of ACCOMPLISHED JOB Other tasks Verified acknowledge

Assignment (place a check if applicable) by:

  GC GD FC FD CC AC AR Accomplished (Supervisor)
                   
                   
                   

LEGEND:
GC – general cleaning
GD – garbage disposed Other side duties accomplished:
FC – floor is cleaned, swept, vacuumed and scrubbed
FD – furniture and fixtures are dusted and polished Reported  by:
CC – comfort rooms are cleaned and made up
AC – aircon/exhaust are cleaned and dusted
AR – amenities replenished like toilet tissue, liquid soap, etc.
 HANDLING LOST AND FOUND ITEMS
OPERATING PROCEDURES

1. Any housekeeper who finds any item left behind by guests in

guestrooms, conference rooms or elsewhere shall bring the said item to the
Housekeeping Office for safekeeping. Failure to do so is an offense and
subject to disciplinary action.
2. The office staff who receives the item/s shall:

•Fill up the Lost and Found (L & F) receipt slip in triplicate.

•Wrap the item and attach the original copy of the L & F receipt slip
Give the 2nd copy of the L & F receipt slip to the finder as he will
present the slip upon claiming the unclaimed item of the guest.
•File the copy of the L & F slip at the Housekeeping Department
record the recovered item in the Lost and Found logbook.
 HANDLING LOST AND FOUND ITEMS

3. Lost and found items shall be kept in the designated

safekeeping vault for:

• 2 to 6 days if they are perishable food, fruits, chocolates,

shampoo, etc. The items can be released upon discretion
of the Housekeeping Manager
• 6 months for non-valuable items like clothes, towels,
bags, etc.
• One (1) year for valuable items like jewelries, money,
camera, etc.
• The items can be released according to the discretion of
the Manager. The grace period may vary depending on
the policy of the hotel.
 HANDLING LOST AND FOUND ITEMS
4. Efforts have to be taken to inform the possible owner of the lost item. In case of
group bookings, the organizer shall be informed.

5. If the items are not claimed after the grace period set for claiming said item, the
hotel management has the option to award it to the finder.
6. Upon endorsing the item/s, the finder shall sign in the lost and found logbook.
7. When a claimant appears to claim the item, the custodian of lost and found items
must do the following:
• Check the name and identity of the finder. Ask for proper identification. 
• Ask him to describe his lost item and compare his description with the kept in the
vault.
• If the description of the claimant conforms to the recovered item, then issue
• Ask claimant to acknowledge receipt of the item by signing in the form.
 LOST & FOUND RECEIPT
SLIP
ABC HOTEL
LOST & FOUND RECEIPT SLIP

Time/Date:_____________________________  Serial No.______________________________

Description of the item:__________________________________________________________
Name of Guest:_________________________________________________________________
Room No./Area Found: ____________________ Stored At:_____________________________
Turned Over By:__________________________  Dept.:________________________________
Received By:_____________________________ Signature:_____________________________
Witnessed By:____________________________ Signature:_____________________________
Released Date if claimed:___________________ Claimed by:____________________________
Signature of claimant:______________________

Note: The attached item(s) that are covered by this slip shall be held for safekeeping by the hotel
until prescribed period.

Original Copy: Attached to L&F Article

2nd Copy: Finder
3rd Copy: Housekeeping Office
 ISSUANCE OF REQUESTED ITEMS
LIKES ADAPTORS, ETC .

As part of hotel services, the hotel may allow certain items to

be lent to guests for their use while in the hotel. However
anything that is issued should be recorded and acknowledged
—signed by the guest so that in case the item is lost or not
returned, the guest could be made accountable. The cost of
the item Shall be charged to his account in case of loss.
PROCEDURES:
1.In the form (Exhibit 3.2), write down the name of the guest,
his room number and the date of issue. Check the item
(whether adopter, remote control, etc. Get the serial number
when applicable. Ask the guest to acknowledge and sign in the
form.
2.Copy of the acknowledgment receipt is issued to the Front
Office cashier who attaches it to the guest folder/folio so that
during check out the cashier can first verify if the said item has
been returned. If not, he shall remind the guest to return it,
other wise he will be charged for it.
 ACCOMPLISHING PRODUCTIVITY AND
CONSUMPTION REPORT

At the end of duty, room attendants shall prepare and submit a Productivity to
indicate what they have accomplished in each room assigned to them. report must
be submitted to the immediate supervisor at the end of each shift This report will
enable the supervisor to monitor room boys’ productivity and determine rooms that
have not been made up. It likewise provides data monitoring consumption of
supplies.
INSTRUCTIONS:
1.Upon entering the room, the attendant shall indicate in column 2 the actual room
status in the form. Then writes in column 4 the exact time he started cleaning. He
will also indicate the time he leaves the room in column 5.
2. He shall also fill up in columns 7-14 the quantity of replenished linen and
amenities in the room. Additional columns for other items may be added.
3. Write under “remarks” any critical observations like damaged item.
4. Indicate below the form the number of rooms cleaned.
5. Endorsements to the next shift must also be written below the form.
6. The report should be submitted to the supervisor for review. Then it is filed.
 EXHIBIT 3.3 ROOM ATTENDANT DAILY
PRODUCTIVITY/CONSUMPTION REPORT
 MINIBAR SET UP AND CONTROL

The Housekeeping Department generates revenue through the sale of minibar

items that are installed inside the guestrooms. But if there is no proper control,
losses can be overwhelming that the minibar becomes more of a liability rather than
an asset.
Who is responsible for Minibar?
•In large hotels where voluminous minibar transactions are made daily, there is a
need to have a sub-section in the Rooms keeping Unit to handle minibar. This
section is supervised by the Minibar.
•Supervisor. The daily transactions are performed by minibar runners or minibar
attendants.
•Among smaller establishments with lesser volume of minibar transactions, it may
not be practical to have a separate Minibar section. Instead, minibar operations
become part of the routine job of the Room attendants.
 MINIBAR SET UP AND CONTROL

Those in charge of minibar operations

should be equipped with the
necessary tools like:
• Minibar cart with lock
• Forms for documentation and reporting
• Beeper, radio or other faster means of
communication with the Front Desk
They too should be given access to all
rooms and room keys, space / or access
in Housekeeping floor closet for the
storage and pull-out of minibar items.
 MINIBAR SET UP AND CONTROL

MINIBAR BOXES
•A par stock of minibar supplies contained in a box is provided for
each minibar attendant. From this box, the attendant pulls items to
replenish consumed minibar stocks.
•To protect the stocks from losses, a padlock is provided for each box
and the key is given to the minibar attendant who has custody over
the items.

STORAGE OF MINIBAR STOCKS

•In storing beverages, adequate space with shelves must be
provided. In the case of spirits, (Scotch, Cognac, etc), the items must
be arranged in a standing position in accordance with their
classification. 
•Wines should be stored in a lying position so that the cork will not
dry up. When corks dry up, the quality of wines suffer and it may
become flat or spoiled. Wines and spirits should also be arranged
according to classification.
 INSTALLATION AND REPLENISHMENT OF MINIBAR ITEMS

1. Minibar stocks shall be installed in all designated rooms

before the arrival of guests. A specified par quantity is set up
per room. A minibar list (with prices) is placed beside the mini
bar items for the guest's reference.
Most de luxe hotels have minibar as part of the standard room
set up for all rooms. In other hotels, minibar is set up only in de
luxe rooms and suites.

2. Minibar attendants shall replenish consumed minibar

stocks after recording the guest's consumption in the
consumption report. The consumed items that are not refilled
shall be encircled to avoid unwarranted charges that could be
source of complaint. While replenishing stocks, all items must
be checked thoroughly to ensure that bottles are not empty and
not tampered.
 INSTALLATION AND REPLENISHMENT OF MINIBAR ITEMS

Before entering a room, activate the doorbell (if this is

used) or knock first and announce "Minibar". Knock
gently to avoid irritating sound. Give allowance of a few
seconds in between knocks or in between door bell.
If the guest is inside the room, greet him and secure his
permission t replenish his minibar.
“Good morning sir. I am from Housekeeping. May I
have your permission to check your minibar and to
replenish the stocks?”
3. If the guest is not around, proceed with the
checking of minibar consumption. If the room has a
DND sign (stands for do not disturb) or has double lock,
dc not enter the room nor disturb the guest.
4. Replace any item that is found defective or when
the contents of the bored have evaporated. Make
sure this is recorded in the report.
 REQUISITION AND ISSUANCE OF MINIBAR STOCKS

Minibar stocks are usually stored in the Housekeeping

storeroom, Each station the floor/area shall have a par
stock to be replenished on a weekly basis. minibar in-
charge shall prepare a requisition to the stock
custodian to replenish the stocks.
The par stock is computed on the basis of usages
which are determined through sales reports of minibar
attendants.
1. After making a sales report, the minibar attendant shall
make a requisition' replenish sold stocks by
accomplishing the Minibar Requisition Form. To
facilitate recording, the form must contain pre-listing of
stocks with corresponding unit size and cost. The
established par may also be pre-listed.
 REQUISITION AND ISSUANCE OF MINIBAR STOCKS

2. In the form, the requisitioning party shall indicate the par stock in column 4.
The par stock is the quantity of items to be maintained, based on the calculated
requirement for all rooms assigned to the minibar in charge
• Indicate the sold /consumed stocks in column 5
• Enter "on hand" balance in column 6.
• Write the order quantity in column 7 calculated as
• Par stock on hand (entries in column 4 column 6)
3. The accomplished requisition form shall be reviewed then signed by the
supervisor, Then it is sent to the stock in charge for the Issuance
4. The stock custodian shall issue the requested stocks and then indicate the
quantity issued in column 8 then shall sign under issued “issued by”
5. The receiving Minibar runner shall counter check  the quantity and condition of
issued stocks then sign under “received by”
 Exhibit 3.4 MINIBAR REQUISITION FORM

Requested by ______________________ Reviewed/Approved

by_________________
Issued by__________________  Date_______________________
 INVENTORY OF MINIBAR CONSUMPTION AND PREPARATION OF VOUCHERS

Every day, the Minibar runners/attendants

together with the Floor Supervisor will check
all the rooms for any mini bar consumption
of guests and record the quantity and cost
of consumption in a sales voucher (exhibit
3.5)

Each time a request for replenishment is

called for, a requisition is forwarded to the
supervisor using a requisition form in
triplicate. At the end of the shift, the minibar
attendants are required to present their
remaining sales vouchers to complete the
par stock needed for the following day.
 INVENTORY OF MINIBAR CONSUMPTION AND PREPARATION OF VOUCHERS

EXHIBIT 3.5
MINIBAR SALES VOUCHER
Room Number____Name of Guest________________________Date____Time____

Quantity Minibar Items Selling Price Total Sales Remarks

         
         
         

    Total Due  
Reported by_______________                     Acknowledge by______________
                       Minibar Runner                                                                 Guest
 INVENTORY OF MINIBAR CONSUMPTION AND PREPARATION OF VOUCHERS

2. The Minibar Runner shall fill up the minibar guest sales voucher with the items consumed in
every room. He shall indicate the room number, name of guest and the time when the
checking was done. Then he will indicate and sign his name. The guest shall be asked to
acknowledge and sign the sales voucher if he is around.

3. Priority must be given to rooms of FIT's (Foreign Individual Tourists) who are due for check out
(except those with DND, or DL (Double Lock) Checking must be done as early as 9:00 a.m. to
avoid late charges,

4. The Front Office Cashier must advise the minibar attendant or Room Attendant to check the
consumption of a guest who has paid his/her bill ahead of check out time. The latter will then
proceed immediately to the said room, check the consumption and submit the accomplished
voucher to the cashier.

5. In rooms that are occupied by guest who are due for check out within the day, the minibar
attendant shall indicate "due out" on the guest check or voucher to avoid double charging of guest.
These are needed for verification of late charges so as to avoid possible disputes.
 INVENTORY OF MINIBAR CONSUMPTION AND PREPARATION OF VOUCHERS

FOR AIRLINE CREW/TOUR GROUPS

•  Minibar runner will identify wake up, baggage down and check out time of the crew
or group through the rooming list or final arrangement sheet.

•  The Room Attendant will knock and check minibar consumption within 30
minutes after the wake up call room with

•  The Room Attendant will report to his/her floor supervisor any a "Do not
Disturb" (DND) sign or with double lock.

•  If with DND or double lock, the Floor Supervisor or the Minibar Runner will
call up the guest and ask permission to check on the minibar and say:
"Good Morning Sir/Madame, / understand you will be checking out shortly
May we request permission to check on your minibar? Thank you! "
 INVENTORY OF MINIBAR CONSUMPTION AND PREPARATION OF VOUCHERS

7. In the case of guests who are "on cash basis," (meaning he

has no sign in total privilege), amount it is of advisable mini
bar to request items inside for a his/her deposit room which
upon is equivalent check-in.
• This amount shall be credited to the guest's minibar and
other consumption or to be refunded if there are no mini bar
charges
• If the guest refuses to pay the amount, the Front Office
cashier shall inform the Floor Supervisor who will advise the
minibar attendant to pull out the minibar in the room. 
Some hotels play safe by not installing minibar when the guest
is on cash basis This policy is being done to avoid unpaid
minibar consumption especially for "cash basis" guests who
check out without passing through the front desk.
 INVENTORY OF MINIBAR CONSUMPTION AND PREPARATION OF VOUCHERS
8. During early check-out, anytime before 7:00 in the morning wherein a minibar attendant is not
available, the bellman, floor security officer, and Front Office Cashier maybe asked to do the
billing in the following manner:
•While servicing a particular check-out guest, the bellman will check the minibar consumption,
accomplish a Minibar Voucher and bring it to the Front Office Cashier.

•Floor security officer will inform the Front Office Cashier and Duty Manager of guest check-out, in
case no bellman is available.

•Front Office Cashier should not stamp the errand card "paid" if the minibar consumption has not
been cleared.
9. When a minibar attendant is not available, the room boy or room attendant o duty will be
responsible for possible check-out charges.
10. Front Office Cashier can politely check with the guest (due for check out about his minibar
consumption.
 "Have you consumed any item from the minibar Sir/ Madame?"
 "Would you be going back to your room Sir / Madame?" if yes say: Sir, may we have our Minibar
attendant to attend to your minibar needs and accompany you down to settle your final bill? Thank
you, Sir.“ 
 PREPARING DAILY SALES SUMMARY REPORT

1.The supervisor shall itemize the sales of each mini Exhibit 3.6 
bar item based on triplicate voucher against the
balance of the par stock of mini bar trolley using
form at Exhibit 3.6.
2.The Minibar runner shall request the Front Office
Cashier to print a transaction list and edit the data.
Note: The original copy and duplicate copy of the
sales voucher shall forwarded to the Front Office
Cashier. The third copy shall be for file
Housekeeping. The minibar in charge shall counter
check the consumption list in order to validate
whether all the guest voucher were entered into the In the absence of the minibar
computer. runner, room attendants do the
installation and inventory of the
minibar.
 DOCUMENTATION OF SPOILAGE, LOSSES AND
BREAKAGES
Spoiled, lost and damaged minibar items Exhibit 3.7. Minibar Spoilage Report
should be properly recorded in their
appropriate form.
1. Spoiled items are recorded in the spoilage form
(Exhibit 3.7) indicating the item/s spoiled, time
and reason for the spoilage. This should be
counter checked then signed by the Floor
supervisor or Minibar supervisor who in turn will
forward this to the Cost Control Section for
Exhibit 3.8 MINIBAR LOSSES AND DAMAGES REPORT
deduction in the minibar cost.
2. All lost and broken minibar glasses such as
champagne, old fashioned high ball shall be
reported by the mini bar runner using the Losses &
Breakages Form (Exhibit 3.8). The accomplished
form shall be forwarded by the supervisor to the
Cost Controller for inventory purposes.