Basic Competencies
Participatein Workplace
Communication
Work in Team Environment
Practice Career Professionalism
Practice Occupational Health and
Safety Procedures
 Common Competencies
Develop and Update Industry
Knowledge
Observe Workplace Hygiene
Procedures
Perform Computer Operations
Perform Workplace and Safety
Practices
Provide Effective Customer Service
Core Competencies
Provide Housekeeping Services to
Guest
Prepare Rooms for Guest
Clean Premises
Provide Valet Service
Laundry Linen and Guest Clothes
 HOUSEKEEPING
 
Literally, the word “ House-keeping “ refers to the upkeep
and maintenance of cleanliness and order in a house or a
lodging establishment, be it an inn, hotel, apartel ,
condominium, resort, dormitory or hospital.
A housekeeper is one who is responsible for administering
housekeeping maintenance and for insuring that everything is in
order and that all guests / occupants are made comfortable, safe,
and protected from disease causing-bacteria.

Housekeeping department – is responsible for the cleanliness,

maintenance and aesthetic upkeep of the hotel.

3 majors:
1.) Cleaning
2.) Maintenance
3.) Aesthetic Upkeep
 Cleaning -It is not just having a duster cloth in hand and
wiping surfaces. It also requires a comprehensive
understanding of different surfaces and the best tools
and solutions to clean them to preserve the long life of
those surfaces
 Maintenance - to identify and follow up those items that
are malfunctioning or defective throughout the facility
and ensure that they are rectified with engineering
support.
 Aesthetic upkeep – those measures used to beautify the
property.This includes landscaping around the premises
as well as providing the flower arrangements and
decorations in internal public areas and offices.
 TYPES OF HOUSEKEEPING
 
1.  DOMESTIC HOUSEKEEPING
 
2. INSTITUTIONAL HOUSEKEEPING
 
Housekeeping job in commercial establishments is more
complex to manage as compared to domestic housekeeping.
With lots of guest to attend to, housekeeping responsibilities
have to be distributed to several sections of the housekeeping
department. Though each section attends to a specific
function, efforts have to be well coordinated among the
various sections to ensure efficient housekeeping
maintenance.
SCOPE OF HOUSEKEEPING MAINTENANCE

The responsibilities of the Housekeeping Department include the

following:
 
1.      Guestrooms Maintenance
 
        Maintaining cleanliness and orderliness in the guestrooms.
        Furnishing the room with the necessary amenities and
supplies such as bed, linen, appliances, etc.
        Attending to service request of house guests.
        Keeping the area free of safety hazards.
  2. Maintenance of Public areas
 
    Maintaining the cleanliness and orderliness in all public areas
which include lobby, corridors, function rooms, grounds, etc.
    Maintaining the upkeep of the surroundings of the building by
keeping it clean and free of litters.
    Maintaining an attractive landscape to enhance eye appeal.
    Keeping the public areas free of safety hazards.
    Undertaking minor repair like busted bulbs, broken furnitures,
etc.
 
 3. Maintenance of Linen / Laundry Service
 
    Collecting and delivering laundry items for house
guests or in house occupants.
    Washing, drying, ironing guest laundry as well as
linens used in banquet functions, food service and
guestrooms.
    Mending service.

 4.  Washing, Issuance, Repair and Inventory of Employees’

Uniform.
 5.  Installation, Cleaning and Maintenance of Fixtures and
Facilities like furnitures and Appliances.
6.  Provision of special services like baby sitting, polishing
shoes, etc.
OBJECTIVES OF THE HOUSEKEEPING DEPT.
 
1.      To provide a clean, safe and comfortable environment,
which gives a feeling of security and reassurance.
2.      To conform to sanitation requirements of health laws
3.      To protect and maintain the original beauty of the
building finishes, fabrics and the furnishings.
4.      To extend friendly and courteous service to all guests
5.      To operate with a conscious and cooperate effort
toward the company objective of operating profitably.
6.      To train staff members of the hotel in the
housekeeping services.
 
HOUSEKEEPING ORGANIZATION
 
This department usually falls under the Rooms Division and
is headed by an Executive Housekeeper.
 
In smaller establishments with fewer guestrooms and public
areas to be serviced, the Housekeeping Unit may just be a
small section instead of a department, headed by a
Housekeeping Supervisor, assisted by an Assistant
Housekeeping who takes over in case the supervisor is not
around. All housekeeping staff report directly to the
Housekeeping Supervisor.
 HOUSEKEEPING SUPERVISOR
 
ASSISTANT HOUSEKEEPING
SUPERVISOR
 
 
ROOMBOY / HOUSEMAN / LINEN AND
GARDENER &
CHAMBERMAID POWDER GIRL LAUNDRY
GROUNDS
ATTENDANT MAINT. CREW

 
DISTRIBUTION OF HOUSEKEEPING
RESPONSIBILITIES
 
I. ROOMBOY, CHAMBERMAID OR ROOM
ATTENDANT

BASIC FUNCTION : Attends to the maintenance and

upkeep of
all guestrooms and service areas
assigned
to him/ her.
 
 SPECIFIC DUTIES
 
1.      Looks after the maintenance of cleanliness,
orderliness and
sanitation in his assigned guestrooms;
   clean walls, carpets, fixtures following standard

cleaning procedures;
   sanitizes toilets and bathrooms using sanitizing

chemicals;
   changes / empties waste baskets or garbage
cans;
        collects all used / soiled linens and replenishes them
with
fresh ones;
        looks after the orderly make-up of the room, bed and
the
bathroom;
        checks the condition of all guestroom facilities and
fixtures
and reports any defect to supervisor for corrective
action;
        installs and replenishes standard room amenities in
their
appropriate location.
 
 2. Performs turn-down service if scheduled for the second
shift.
 
3.  Looks after the proper use, maintenance and storage of
cleaning equipment. Reports damages to supervisor for
corrective action.
 
4.   Attends to the needs and additional requests of house
guests.
 
5.  Reports all unusual incidents and complaints of house
guests. Unauthorized entry of suspicious persons in
guestrooms as well as guests who are sick or in critical
condition.
 
 6.     Reports and surrenders all lost and found items to
Supervisor.
   7.     Assists in the inventory of guestroom supplies and
linens.
8.     Prepares and submits daily accomplishment and
consumption report to his / her superior;
  9.     Assist his supervisor in conducting room check.
10.    Conducts fumigation of assigned guestrooms as
needed.
11.   Performs other related duties as may be assigned by his

or her supervisor.
 
 
II. HOUSEMAN
 
BASIC FUNCTION : Responsible for the upkeep and
maintenance of cleanliness and orderliness in public
areas assigned to him.
 
SPECIFIC DUTIES :
1.      Secures cleaning supplies, materials and
equipment and looks after their proper use,
storage and maintenance.
 2.    Checks the location, condition and arrangement
of fixtures in his area of responsibility; sees to it
that they are clean and properly installed.
 
 3.      Cleans and sanitizes public comfort rooms under
his
area, following standard cleaning procedures.
 
4.      Replenishes guest supplies in public comfort rooms
like
paper towels, toilet tissues, soap, etc.
 5.      Cleans and sanitizes all areas assigned to him following

standard cleaning procedures.

 
     Vacuums / shampoos carpets and upholstered

furnitures.
     Sweeps / scrubs / polishes floors and walls.
     Polishes / dusts off all fixtures.
     Cleans ceilings, exhaust and glass panels.
     Collects and disposes garbage and litters.
     Changes / clean ashtrays.
     Disinfects toilet bowls, urinals, etc.
 
 6.      Reports all noted damages and out of order facilities in

his area of responsibility including defective cleaning

equipment, busted bulbs, torn carpets, crack on walls,

defective sinks and toilet bowls, clogged floor drain,

ceiling leaks, defective lock, etc.
  7.      Conducts fumigation in the absence of a pest control
technician.
8.      Reports guest complaints to his supervisor as well as
suspicious objects or persons; turns over to him lost
and found articles.
  9.      Performs other related duties as may be assigned by
superior.
 
 
III. POWDER GIRL
 
Basic Function : Responsible for the cleaning, care and
maintenance of ladies comfort rooms and locker rooms.
 
SPECIFIC DUTIES
 
1.     Maintains a par stock of cleaning materials
supplies
and makes requisition to replenish stocks;
 2.      Regularly cleans ladies comfort rooms and locker
rooms
following standard cleaning procedures

        disinfect toilet bowls

        scrubs, cleans, wipe dry floor and wall
tiles
        polish chrome and metal fixtures like
faucets
        fumigate the area as needed
        dispose garbage, wash and dry garbage
bins
 
 3.      Replenish toilet amenities like toilet paper, soap,
paper
towels, etc.
 
4.      Checks the condition of fixtures and toilet
facilities,
checks for leaking faucets, defective tiles,
showers, etc.
and reports any defect to her supervisor.
 
   5.      Retouches the cleaning of comfort rooms from
time to
time.
 
 6.  Regularly checks trash and empties garbage bins from
time to time.
 
7.  Assists in other cleaning or housekeeping job when not

loaded.
 
8.  Assists in the issuance of linens available.
 
9. Performs other related duties as maybe assigned by
superior
 
 
IV.GARDENER AND GROUND MAINTENANCE CREW
 
BASIC FUNCTION : Responsible for maintaining the grounds
including plants and landscape.
 
SPECIFIC DUTIES :
  1.  Performs daily sweeping and cleaning of grounds
following
standard cleaning procedures.
 
2.   Maintains supplies for plants and grounds maintenance and

makes requisition to replenish stocks.

 
3.   Looks after the care of plants, prunes leaves, apply
fertilizer, weed out dried leaves, etc.
 
 4.    Maintains the landscape, insures that everything is
in
order.
 
5.    Performs cultivation of plants through planting
and other
techniques; scouts for new ornamental plants.

6.    May perform side duties like maintenance of

cleanliness
of the pool area, fountains, façade, gardens,
motorpool
and other related areas.
 
7.    Performs other related duties as maybe assigned by
supervisor.
 
-      the task in the various job description are
necessary for an efficient and quality housekeeping.

-      In smaller establishments, this type of labor

distribution can be very expensive since it requires

large manpower.

-      A good labor saving strategy is to resort to

multiple functions for some Positions.

CLEANING SUPPLIES AND PROCEDURES
 
Good housekeeping requires thorough cleaning.
Being clean means absence of visible dirt. Some critical
areas and guest amenities should not only be cleaned, they
have to be sanitized.

By sanitizing, all germs and bacteria are killed

through the use of sanitizing chemicals such as disinfectants
or by hot steam as used in dishwashing and laundry.
 
 
 With a sanitized environment, houseguest and occupants are
protected from possible diseases.

The critical areas that must be sanitized are those that come
into direct contact with the body such as :

* toilets * toilet bowls * urinals * lavatories

It also include amenities like :

* towels * linen used for beddings * glasses and table

wares .
 For a thorough cleaning, the hotel, lodging house or any
building must be equipped with appropriate cleaning and
sanitizing equipment, tools and supplies as follows :

CLEANING EQUIPMENT PROPER USE

AND

MAINTENANCE 
1. vacuum cleaner 1. used to eliminate loose
soil and
dust particles from carpet

surface, upholstered
furniture
and even hard surface.
        dust bags must be emptied daily.
        After using, roll back the wire neatly on the back of the
 
2. floor polisher 2. to be used in scrubbing,
stripping and polishing hard
floor surface and also vinyl,
wood parquet, etc.
    use the appropriate pad for scrubbing, stripping and
polishing.
    Give the wax on the floor enough time to dry before
polishing.
 
3. carpet sweeper 3. used to pick up dirt and
particles from the carpet.

    press the handle and push towards the dirt to vacuum-
sweep the carpet.
 
4.roomboy’s cart or trolley 4. used for stocking
cleaning
supplies and chemicals
so
as to make cleaning
easier
and faster.
   wash soiled linen and garbage canvass weekly.
   Apply oil to the wheels to prevent rusting and
remove
strings or hair strands that maybe found on the
wheel.
 
SUPPLIES PURPOSE

1. scouring pads green : for scrubbing purposes

only

White : use for painted surfaces

,
Glass mirrors, marble
&
porcelain

2. dusting cloths for dusting wooden and

painted
parts.
 
 3. cleaning towel used for drying bathroom
walls and
 
4. polishing cloths for polishing metal surfaces like

bathroom fixtures.
 
5. hand brushes brushing away dusts from rough

surfaces such as rattan,

wickerwork,
etc.,.also used for cleaning tiles
 
6. toilet bowl brush for cleaning toilet bowls.
 
7. mop with mop handle for manual floor mopping
 
8. floor and window use to remove excessive water
from
squeegees the surface and corners. Also
speeds
up the drying process.
 
9. ceiling broom remove cobwebs in the ceiling.
 
10.oilers used in hinges of doors to
prevent
squeaking noises.
 11.tongs for picking up dirt and cigarette
butts
on ashtrays.
 
12.trash bags use to underline garbage
container
so that wet garbage does not

penetrate into the corners or

surfaces.
 
13.softbroom and stick for sweeping
broom
  14.sponges for cleaning fine surfaces.
 
15.buckets used with mops for cleaning
floors,
walls and other parts of the
building.
 
CLEANING CHEMICALS
 
1. wood polish to polish wood surface,
leather and
imitation-leather surfaces.
 
2. insecticides fumigation to eliminate
insects /
pests.
 
3. glass cleaner polishing all glass surfaces
such as
mirror or windows
 
 4. air freshener / odor used to remove foul odor in
guestrooms, comfort rooms
buster
or any area with foul odor.
 
5. carpet stain remover for stain or spot removal on
carpets.
 
6. disinfectant use to disinfect toilet bowls,
urinals,
sink and other areas
that are most vulnerable to
bacterial
contamination.
 
7. metal polish for polishing brush copper
and metal
surfaces.
 
8. toilet bowl cleaner for cleaning inside of toilet
bowls
 
9. muriatic acid to be used only for removing
cement
or plastic remains from floors.
 
10.drain cleaners to expedite draining of clogs.
11.powder all purpose cleaner for wall /
floor
tiles , sink, bath tub
 
12. lemon juice remove rust or stain.
 
13. wax stripper formulated to break up,
loosen and
strip off tough old waxes
 
14. degreaser used to remove grease, oil,
dirt
carbon, ink, mildews, soils
and
waxes.
 
15. emulsion wax a buffable wax used for
resilient
floors like vinyl, linoleum,
and
rubber tile and for concrete
floors
and marble.

 16. polymer sealer a non-buffable wax that is

highly
recommended for wooden
floors.
 
 GENERAL RULES IN THE USE OF CLEANING
EQUIPMENT
 
1.      Check electrical appliances and equipment before use.
Check if there are frayed wires, loose plugs and
connections.
Never use any appliances that is defective..
2.      Handle equipment with care and make sure it does not
bump
on hard surfaces.
3.      Clean and store equipment in their custodial room
immediately after use.
4.      Empty dust bags of dry vacuum cleaners before they
are
overload and after each use.
5.      Follow manufacturer’s operating instruction.
6.      Schedule a regular check-up of equipment to prevent
serious
breakdown.
7.      To avoid electric shock or short circuit, do not expose
equipment to rain or water. Store them indoors to
protect them
from getting wet. Electrical equipment should never be
used in
wet surface.
 
 
PROFESSIONAL BEHAVIOUR AND TRAITS OF
THE HOUSEKEEPING STAFF
 
1.      HONESTY
2.      GOOD GROOMING
3.      INDUSTRIOUS
4.      INITIATIVE .
5.      COOPERATIVE
6.      FLEXIBILITY .
7.      PATIENCE .
8.      GOOD PUBLIC RELATION
9.      COURTEOUS
10.  BEING ON TIME.
 
ROOM STATUS
 
During room check, the Housekeeper checks the status of
each room using the following code, prepares the room
status report and endorses it to Front Desk as their
reference in assigning rooms. Without this report there is a
possibility of double booking or assigning out of dirty
rooms to guests.
OCC - Occupied - occupied by paying
guest.
VR - Vacant Ready - vacant room, already
made up and ready for
Occupancy
VD - Vacant Dirty - vacated but not ready
for
occupancy; since it is

still dirty or still being

made up. It is also
termed as ON-CHANGE
OOO - Out of Order Room - room is under
renovation
or not fit for
occupancy since it
requires maintenance
work or repair.
  
BLO - BLOCKED - reserved for a guest who
is
expected to arrive
within the day
NS - No Show - room is reserved but not
used or the reservation has

been cancelled.
SO - Slept Out - guest is assigned a room
but did not sleep on his
bed.
NCI - Newly Check In - when a room has just
been
occupied by a guest.
NSI - Not Slept In - when a registered
guest did
not sleep in his room.
RFS - Ready For Sale - when a room has been

cleaned and ready for

the
next guest.
DND - Do Not Disturb - room with this sign should

not be cleaned nor

disturbed.
MUR - Make Up Room - when a room occupied by a

guest should be cleaned

while the guest is out of the

hotel.
CO - Check Out - a room that has just been
vacated by a guest.
 
 PUBLIC AREA SANITATION
 
LOBBY SANITATION

1.      dry mop the lobby floor

2.      vacuum carpet if carpeted
3.      move and return furniture to its position
4.      arrange over head signs
5.      fix those stumbled things in its position
6.      clean ash urns.
 RESTROOM SANITATION
RESTAURANT AND
LOUNGE
1.    gather all supplies 1. clean decorative
plants
2.    follow instructions 2. wax floor
3.    wear gloves
4.    sweep back dust
5.    wipe mirror
 PUBLIC
WASHROOM
6.   replace amenities 1. clean toilet bowl,
7.   complete all supplies hand basin and
urinal
8.   return supplies to each proper 2. clean damp spot
daily
place
9.   clean ash urns
10.  clean wash basin
 MEN’S LOUNGE HALLWAYS

1.   empty waste basket 1. vacuum carpet

2.   clean mirrors 2. wipe and arrange light
3.   clean urinal strainer fixture
4.   wet mopping 3.wipe picture and picture
frames
 
 FEMALE RESTROOMS
1. clean toilet bowl with bowl cleaner
2.      sweep floor
3.      apply all purpose cleaner in hand basin
4.      fill up empty hand soap dish
5.      use metal polishers for chrome
6.      apply air fresheners / sanitizers
7.      deodorize back and front of toilet bowl
8.      wipe walls from top to bottom
9.      wipe light diffusers
10 .  clean mirrors and frames
 
 ELEVATORS
1.      clean floors, vacuum carpet if carpeted
2.      polish chrome handles
3.      clean and wipe finger prints
4.      wipe picture frames if any
 
 
 WHAT HAS TO BE CLEANED
 
Soiling occurs as rooms and public areas are used by
guests
because of:
  1. DUST - this is made up of airborne particles which
settle on
surfaces. Dust are removed by
sweeping,mopping,
dusting or suctioned ( vacuum cleaner ).
 
2. DIRT - this is dust combined with water or grease
and it
adheres to surfaces, if grease is present dirt
can be
removed by using a grease solvent.
Otherwise
dirt is removed by washing, mopping,
shampooing.
items
such as rubbish and can be
removed by picking up in
hands or
by sweeping.
 
4. LIQUIDS - in addition to tap water, you
may
also remove other liquids
which
have not been absorbed and

which can be removed from

surfaces by:
 
   mopping : floors, wiping work surfaces, electric
suction
The Basic Cleaning :
 1.      OPEN FIGURE EIGHT MOTION : used for mopping
and
follow a rhythmic fashion.
2.      CIRCULAR MOTION : used to cleaning walls, plates
and
stains.
3.      OVERLAPPING ARC : used for polishing and buffing
by
following the short and jerky
motion.
4.      VERTICAL ARC : used for dusting windows, walls and

glasses.
5.      STRAIGHT FORWARD MOTION : used for
vacuuming
carpets in one
direction
MAINTAINING FLOORS – DAILY / ROUTINE
 
1.      Sweep the floor using a broom or dust mop or a
treated
cloth to remove loose dirt, dust and litter.

2.      Mix 1 part of cleaning solution with about 40 parts

water. If
the intention is to disinfect the area, use a higher
dilution
like 1:20.
 3.      Spread the solution over the floor. Use a wet ( but
not
dripping ) mop. Let the solution penetrate and take
effect
for at least 2 minutes.

4.       Spray buff regularly with buffing chemicals. Spray

2-3
squirts on the floor, then buff immediately to
restore shine.

5.       Sweep the floor with a broom or collect dust using a

vacuum cleaner.

6.      Damp mop the floor regularly with a cleaning agent.

 
 1.      Never leave spots and stains unattended. Blot them
out
immediately before they spread and damage the
floors.
2.      Always have door mats available especially during
rainy
or wet season. The mat helps to minimize muds and
dirt
that could be brought inside the house or building
by dirty
shoes.
3.      Clear floor of objects that serve as obstructions and

source of slips, falls and injuries. Among them are

toys,
coins, rubber band, paper clips, hairpins and similar

articles. Even a scrap of paper can be dangerous

under
HERE ARE THE BASIC STEPS TO FOLLOW IN
SERVICING A GUEST ROOM:
 
1.      Getting Ready.
2.      Removing trash
3.      Cleaning the floor
4.      Dusting
5 .    Replace the furniture
6.      Room Supplies
7.      Final Observations
8.      Reporting
 
 MAKING THE BED:
 
A.    Stripping the Bed
First the soiled bedding is to be removed
-         pillow / pillow case
-         upper sheet or top sheet
-         woolen blanket
-         middle sheet
-         bottom sheet
-         mattress pad
 
 B.     Make Up Room
Start with the following :
-         Mattress pad
-         bottom sheet
-         middle sheet
-         woolen blanket
-         upper or top sheet
-         pillow / pillow case
-         bed cover
 
 SERVICING THE BATHROOM
The bathroom is intensely personal. Guests will
expect it not only to look clean but to be sanitary. There are
many different approaches to cleaning the bathroom – the
following is one procedure which can be adopted to fit your
situation.
 
1.      Getting ready
2.      Removing trashed and Used Supplies
3.      Cleaning The tub or shower / wall tiles
4.      Cr mirror
5.      Cleaning the lavatory
6.      Cleaning the toilet bowl / water tank
7.      Cleaning floor
8.      Replenishing Supplies 
 NIGHT SERVICE
 
Better hotels have done a variety of little extras to “
pamper “
their guest and make them important. One of the most
widely
practiced extras have been “ Night Service “ :
 
1.      preparing the room for sleeping
2.      straightening up the day’s disorder.
3.      leaving some token of friendliness
 
 WHAT TO DO:
1.      The Approach
2.      The Bed
3.      The Bathroom
4.      Finishing Up
 
TURN DOWN PROCEDURES :
 
1.    Remove bedspreads, fold neatly and place on the
floor
inside the closet.
2.    Turn down beds at 45 degree angle
3.    Puff or Fluff pillows
4.   Turn on bedlamps
 5.      Empty and wash ashtrays and wastebaskets. See
they
are wiped dry and the wastebaskets has an
underliner.
6.      Replenish soap, Kleenex and toilet tissue. Replace
used
towels.
7.      Adjust drapes and make sure thermos jug is full of
ice
water and glasses are clean.
8.     Closed doors.
 
 
 SPECIAL DUTIES OF ROOMBOYS
 
1.  Renders personal assistance to guest by:
a.   rotation of bed’s mattresses
b.   cleaning shoes
c.   carrying guest’s packages
d.   assisting in packing and unpacking
2.  Assist old and disabled guests.
3.  Reports suspicious persons and malfunctioning
equipment in guestrooms immediately to Floor
Supervisor
 4.      Furniture is only to be moved with the explicit
authorization of the Executive Housekeeper or the
Assistant
5.      Refers all complaints regarding Housekeeping dept. to

the Executive Housekeeper or Floor Supervisor

6.     Accepts the laundry of house guests when no valet

runner is available.
 
`