Hotel House Rules

Hotels follow different approaches in giving the best service they can provide for their guests. Hotel house rules
are designed to instill discipline among hotel staff, thereby ensuring guest satisfaction in terms of comfort, safety,
and security. Well-mannered staff is an asset of the hotel as they can help build hotel guests’ contentment and trust.
Every guest coming and checking in wants security thus providing security is one of the most important duties of a
hotel.

Entry into a Guest’s Room

One of the responsibilities of a housekeeper is to clean the room of the guests. In entering a guest’s room, most
hotels have a mandatory two-knock, three-announcement rule. Housekeeper must twice using the knuckles of his
hand and say “housekeeping”. Upon entering the room, the housekeeper again announces “housekeeping” in case
the guest did not hear him or her from outside the room. If the door is locked from the inside and there is no
response from the guest, wait for about 24 hours. If after which there is still no response from the guest, the
housekeeper must inform his supervisor about the incident and the supervisor will report to the security who will
confirm the guest’s safety.

Another thing that housekeepers must remember is they have to follow the guest floor rules for safekeeping at
all times to build guests trust and satisfaction. If the “Do not Disturb” sign hangs for a long time, the housekeeper
should inform the supervisor so that any necessary further action may be taken. Housekeepers are only allowed to
enter guest room while on duty. To avoid untoward incident from happening, they are not allowed to enter rooms
that they are not officially assigned to.

Cleaning

Another function of housekeepers in hotel is to make sure that the room of a guest is clean and in order. To be
able to do this, they are expected to complete a series of cleaning and sanitizing procedures. Examples of tasks
housekeepers are expected to perform are changing of linens and toiletries, cleaning the floors, dusting surfaces,
and cleaning the bathrooms of guest rooms assigned to them.

Gifts and Tipping

Hotels enforce rules on receiving gifts and tips from guests. Some hotels require their housekeepers to ask a
note coming from the guest just in case they are given a gift. Housekeepers are also required to surrender to their
supervisor anything they found in a room together with a note indicating the room number and then item found.
This is done to help the guest recover forgotten items. Guest’s personal items should also be respected by not
touching them or moving them anywhere. All hotels allow guests to give tips as appreciation for quality service but
not solicit tips or negotiate the amount with the guests.

Lost and Found

Lost and found items after a guest’s departure must be reported immediately to the supervisor. It is the duty of
the floor supervisor to check whether the guest is still around or not. If the guest is no longer around, the floor
supervisor will follow lost and found procedure.

Below are hotel rules for lost and found items:

 Perishable items- are lost and found items under food like fruits, chocolates, can goods, etc. After three days
if the owner will not call or come back to claim the items, it will be given to the housekeeper who finds the
items. This is what they call “finders keepers” rule.
 Non-perishable items- are lost and found items under non-food such as umbrella, shoes, bags, clothes, etc.
These items are only given one month for the owner to claim. If left unclaimed , the items again will be given
to the employee who found it.
  Valuables- are lost and found items such as cash, gadgets, and jewelry. Items considered as valuables are
given one year to be claimed by the owner. If left unclaimed, the hotel management will decide on what to
do with the unclaimed items.

Professionalism

Professionalism is a trait that is highly valued in the workplace. This includes specialized skill, good judgment,
polite behavior, honesty, and integrity. As housekeepers, how one carries oneself and how one perform the job
make a statement about the hotel’s standard. Housekeepers are expected to perform their job well. They have to
wear their uniform at all times during work. They are also expected to comply with cleaning request of guests. Going
above and beyond a guests’ expectations while staying within professional boundaries ensures guests continued
patronage.

Interpersonal and Intrapersonal Skills of a Good Housekeeper

Interpersonal skills or people skills are the life skills we use in communicating and interacting with people while
intrapersonal skills or personal skills are the abilities and talents that exist within the individual, which aids him or
her in problem solving. According to Stephen Fiore, a professor at the University of Central Florida, the two skills
have long been recognized as important factors to be successful in school and in workplace

There are different interpersonal and intrapersonal skills that one needs to master to be able to stand with the
demands of the job in housekeeping.

Interpersonal Skills

 Ability to manage conflict- being able to manage and handle differences in options and always seeking win-
win resolutions.
 Ability to solve problems- ability to choose the best course of action in situations while considering the
needs and perspective of others.
 Ability to communicate clearly- being able to speak with clarity and directness and at the same time being
sensitive to the need of the receiver.
 Ability to listen- ability to hear other people’s perspective by setting aside judgment.
 Demonstrate responsibility- being able to do the things you say you will do.
 Being accountable for your actions- being able to face the consequences of your action and not blaming
others.
 Showing appreciation- being able to show people that you value them and their contribution.
 Flexibility- ability to be open to new and different way of doing things.

Intrapersonal Skills

 Adoptability- the ability to cope with change.

 Self-awareness- being aware of your own values, needs, and emotions and their impact to your behavior.
 Self-management or self-development- the ability to work autonomously and to motivate and monitor
oneself. It also includes the ability to acquire new information and skills related to work.
 Relationship management- the ability to build relationship based on mutual trust and respect.
 Social awareness- being in tune with other’s feelings and needs.
Personnel in the Housekeeping Department

The duties and responsibilities of all the personnel in a housekeeping department differ from each other but
there is one common denominator in all of their functions-ensuring guest’s safety, security, and satisfaction. We all
know that no hotel can exist without the patronage of its guests, and it is also true that the only reason for the
existence of the staff is to provide service for their guests’ comfort and convenience. Thus, all personnel in a
housekeeping department must not only assemble as a team, but should work as a coordinated group of people
cooperating or working together for a common goal, that is to create a satisfied guest.

Organized Structure of a Housekeeping Department

Housekeeping department represents the largest workforce of a hotel. The following is an example of a
housekeeping organizational chart of a small hotel.

The Executive Housekeeper

The executive housekeeper is the head of the housekeeping and serves several responsibilities that include:
managing the housekeeping team; translating all hotel policies, procedures, and standards into housekeeping
operations; serving as the representative of the department during top management meetings; and ensuring all
resources effectively utilized.

Assistant Housekeeper

Hotel provides 24 hours service. An assistant housekeeper is the head of a given shift and is responsible in
managing the resources provided by the executive housekeeper to achieve its goal of cleanliness, maintenance, and
attractiveness of the hotel during a given shift. It is also his or her responsibility to translate into practice all the
housekeeping supervisors and executive housekeeper’s policies, procedures, and standards making sure that
executive housekeepers actualize them at the grass root level of operations. In the absence of a housekeeper, an
assistant housekeeper will take over.

Floor Supervisors

Floor supervisors are responsible in checking the cleanliness and maintenance and maintenance of guest rooms
on allotted floors for quality assurance. They are also responsible in controlling the housekeeping personnel which
compose of room attendants and housemen. They are also responsible in controlling the material assets of the floor
such as bed and bath linen, guests and room amenities, and cleaning equipment and detergents. They are the ones
who supervise the changing of floor linens with the assistance of laundry department and ensure their proper
storage in the floor pantry. They also give feedback to the front desk office of the availability of guest rooms in each
shift for occupancy.

Control Desk Supervisor

Housekeeping control desk is considered as the main communication center of the housekeeping department.
A control desk supervisor has a very important role to play, That is to ensure the communication with housekeeping
personnel is coordinated to all staff of the hotel. The major responsibility of a control desk supervisor is to
coordinate with the maintenance department to make sure that all maintenance requests are attended to and done.

Public Area Supervisor

The public area supervisor is responsible for ensuring that the public area attendants or housemen are doing
their job in maintaining the cleanliness, orderliness, and upkeep of the aesthetic image of all public areas in the hotel
like the lobby, hallways, banquets space, and public restrooms.
Linen Room Supervisor

Linen room supervisor is responsible in coordinating the exchange of soiled linen for clean ones. He or she is
also the custodian of all linens used and the one responsible for the maintenance and proper storage of linens to
minimize loss. The linen supervisor is tasked to coordinate closely with the laundry supervisor for the supply of clean
linens.

Laundry Supervisor

Laundry supervisor is responsible for ensuring that laundry attendants are doing their job—washing, drying,
folding, and pressing items—properly.

Uniform Room Supervisor

The major responsibilities of a uniform room supervisor include keeping all uniforms ins safe conditions and to
issue laundered uniforms to hotel staff.

Room Attendants

Room attendants are also called chambermaids since mostly women are employed for the job. They are the
ones who are responsible for the cleaning and maintenance of assigned guest rooms. They serve as the eyes and
ears of the security team to report any untoward incidents. Room attendants also make sure that the privacy of all
their guests are not invaded.

Laundry and Linen Room Attendants

Laundry and linen room attendants are responsible for laundering linens, towels, napkins, aprons, uniforms,
and any other items.

Tailor or Upholsterers

Tailor is employed on-site to mend uniforms, linens, and upholstery or repurpose ripped linens into aprons and
rags.

Guestroom Cleaning, Care, and Maintenance

Guests want their hotel room to be clean and to smell good. To be able to efficiently perform the job as a
housekeeper, one is expected to complete a series of cleaning and sanitizing procedure. It is also expected that
cleaning of room are finished within the given time frame.

Points to Remember When Doing Cleaning Service to a Guest’s Room:

 Clean in one direction

 Clean from top down
 Clean from farthest point out
 Check for damage, if there is something that requires maintenance, or if a property is lost
 Use correct equipment and cleaning agents to clean surface

Phases of Cleaning a Hotel Guest Room

Phase 1

 Opening the windows to air out the room and turning off of air-conditioning system
 Washing hands and putting on protective disposable gloves
 Emptying out the trash cans or bins
  Stripping the bed and removing dirty linens

Phase 2

 Removal of dirty towels from the bathroom (bath towels, hand towels, and face towels)
 Spraying the cleaning products necessary for disinfection
 Removal of gloves

Phase 3

 Making up the bed

Phase 4

 Dusting all surfaces such as bedside table, desk, chair, TV, etc.
 Checking TV, air-conditioning, and lights to make sure they function properly

Phase 5

 Cleaning the bathroom

Phase 6

 Replacing all free hotel products such as brochures, mints, shampoo, soap, etc.
 Vacuuming the room
 Checking over the room, making sure that everything is in place.

Bedroom and Bathroom Amenities in a Hotel

Hotel amenities are the extra service or product the hotel provides for their guests. Amenities vary in every
hotel. There are hotels that offer standards amenities to all rooms while other amenities may be optional, guests
may avail of it if they want and usually for an additional charge. Below are examples of bedroom and bathroom
amenities.

Bedroom amenities:

1. Spacious bedrooms with king or queen size beds

2. High grade premium pillow top mattress
3. Premium quality linens
4. Plush duvet
5. Extra pillows
6. Cloths hanger
7. Bedside alarm clock
8. Cordless telephone
9. High-speed internet access
10. High-definition flat screen televisions
11. Desk and comfortable desk chair
 12. Cable television channel
13. Mini-fridge
14. Iron and ironing board
15. Bedside telephone with note pad and pen
16. Safety deposit locker
17. Coffee maker
18. Telephone directory and service directory
19. Luggage scale
20. Printing of boarding pass for free

Bathroom Amenities:

1. Shampoo
2. Conditioner
3. Bath gel
4. Lotion
5. Toothbrush
6. Hairbrush
7. Comb
8. Shower cap
9. Cotton swab
10. Razor
11. Shaving foam
12. Scrub towel
13. Hair dryer
14. Hot and cold water
15. Shoe mitts
16. Disposable bag
17. Shower cap
18. Toilet tissue
19. Water tumblers
20. Blade dispenser

Conducting Room Check, Turndown, and Make up Beds

The bulk of cleaning in hotels is done mostly in the morning shift but there are exceptions like the rooms with a
DND or “Do not Disturb” sign, rooms which are occupied by late night guests, and early morning arrivals by guests
with international flights. These are cases when an evening service or turndown service is needed. Turn-Down
Service (TDS) is a special service provided by the housekeeping department in which a housekeeper enters a
guestroom early in the evening to do second cleaning or tidying up the room, re-stocking supplies, and turning down
the bed. The procedure for turn down service involves preparing the room for the guest to sleep comfortably. An
item is typically left on top of the pillow that has been turn down. This is usually any of the following: flowers, a
chocolate, candies, cookies, etc. Other hotels have more elaborate turn down amenities and services such as
bedtime stories for children and cocktails served for couples.

Taking and Handling of Guests’ Housekeeping Requests

How would you handle guest’s requests? Why is it important to ensure timely delivery of items requested by a
guest? These are only few questions a housekeeper must know the answer to when dealing with guests’ requests.
Guest request must be handled properly to satisfy the guest. This will not only make his stay pleasant but it will also
ensure repeated business.

Guests request in housekeeping could be items or services like rollaway beds, additional pillows and blankets,
irons, hair dryers, additional cleaning, additional room, supplies, and lost property inquiries. Handling guest requests
is a simple task, but if you fail to follow all procedure properly this might lead to a bigger problem.

Taking Request and Handling Complaints from Guest

1. Remember not to argue with the guest, remember also that the guest is always right.
2. Listen attentively to the guest and understand what exactly is wrong.
3. Have a log system in place. Make sure all requests are written and properly documented. Handover to the
next shift the problem still unresolved.
4. Apologize for the inconvenience caused.
5. Find out exactly what the guest expects during the request. Make sure you ask the right questions to deliver
exactly what is expected.
6. Record the time for handling the request.
7. Rectify the situation if you can. There are some instances where common sense will prevail but do not forget
the standard procedure of rectifying complaints.
8. Inform the manager of all complaints immediately, even if you have successfully resolved the situation.
9. Complaints need to be handled positively and with empathy for the guest, aspiring for 100% guest
satisfaction.
10. If the problem is out of your authority, inform the manager or Duty Manager.

11. Record all the details is Guest Call Register – noting down any request or complaint made by hotel guest.

12. Repeat the request back to the guest before ending call.

Tips in Handling Guests Request

1. Handle all guest requests within ten minutes.

2. Use proper door knocking standards when arriving at the guest’s room.
3. Be prepared to handle situations like angry guests when you arrive at the room.
4. Inform the front desk staff by radio or cell phone as soon you have completed the request.
5. Guest should be kept informed of the developments of his or her request.

Types of Housekeeping and Front Office Forms

Forms and reports play important role in managing the housekeeping activities. It serves as evidence in a
specific incident, situation, and happening. Reports are very useful method for keeping track of important
information. The information contained in reports can be used to make very important information decisions that
affect the establishment.

Housekeeper should be knowledgeable in filling out housekeeping forms which includes:

 Housekeeping daily assigned checklist;

 Maintenance request form;
 Housekeeping work order form;
 Guest room cleaning checklist;
 Stock requisition form; and
 Lost property report.
 1. Housekeeping Attendant’s Assignment Sheet

Housekeeping attendant’s daily assignment sheet is a form used by housekeepers or room attendants
to record the task done during their shift. This form will also help them plan their work for the day. After each room
is serviced, the room service and log in their time out after completion. They must also note down the room status
before service replaced in the room. The housekeeper will receive this form after their briefing in the morning
before they can start their daily task.

2. Maintenance Request Form

Maintenance request form is used whenever there are problems reported by the guest to the
housekeeping department. Common problems for maintenance are faulty equipment, electrical issues, broken
furniture, TV not working properly, etc.

Guest Orientation on House Rules

House rules serves as an agreement between the guest and the hotel under which rooms are permitted to be
used by the guests. All guests when checking in should read the house rules to prevent misunderstandings. It is a
must to be familiar with the house rules and to fully adhere to them because any violation of the house rules means
cancellation of reservation and charge of the full amount of price of accommodation. Below is an example of house
rules.

House Rules

1. Check-in time: 2:00 PM / Check-out time: 12:00 NN – Check-in time for the overnight stay is 2:00 p.m while
check-out time is 12:00 noon the following day. There will be no adjustment in check-out time if the guest
checks in later than 2 p.m Late will be charge accordingly with extra payment. Guests who come in earlier
than the designated check-in may stay at the hotel waiting area or at the restaurant area at no additional
cost.
2. Fifty percent (50%) down payment is required to confirm reservation.
3. Rates are subject to change without prior notice.
4. Room capacity shall be strictly observed. An additional amount shall be charge in excess of maximum
occupancy.
5. When leaving the premises or before going out, Please endorse room keys to the front desk employee.
6. Please do not remove inventory items. Do not take indoor furniture outside. Do not move furniture around
form one room to another. Any items missing from inventory or any damages and losses of items inside the
rooms belonging to the hotel shall be charge to the room occupant.
7. The hotel is not liable for the lost, stolen or damage items. Please keep all your valuables and do not leave
your things unattended.
8. For security reasons, visitors are not permitted in the hotel guest room. Hence, guests are advised to refrain
from entertaining any person who is not known to them.
9. Hotel shall respect your privacy at all times, however, illegal activity or disorderly conduct inside the rooms
and within the hotel premises are strictly prohibited. The management reserves the right to eject any guests
found engaging in fights or violence, found using illegal drugs, or under the influence of alcohol and
disrupting the peace and order of the hotel.
10. Guests are required to observe these house rules which are designed and aimed for their protection. The
management reserves the right to implement additional and applicable rules to regulate the safety and well-
being of our guests.
Handling of Client’s Queries

How an employee handles and responds to customer inquiries is crucial to be successful in giving quality
customer service. If it is done right, clients or customers will surely keep coming back. If it is done wrong, they will go
elsewhere. The question now is how trained are the staff to handle this job.

According to Dan Huckle, a business development expert, “most inquiries are requests for information about
products or services. When people inquire they expect you to be knowledgeable about your product or service at
the same time they also expect you to approachable. They will appreciate it more if they feel you have given them a
personal service. If the inquiry is a complaint, keep calm, because if you handled it properly that customer can
become your number one customer. Some of the best business relationships are one that Start with problems.”

Useful Tips in Answering a Call

Telephone plays a very important role in the hotel industry. This is used to answer guest’s booking industries,
guest’s requests, and for other various purposes and services. It is therefore important that you know the basic
techniques in answering calls.

 Answer the phone within three rings.

 Say the name of the hotel, your name, and the customary greetings.
 Have in hand a pen and paper for documentation.
 Listen carefully to the details being said by the caller.
 Make them feel that they have your full attention.
 Explain the reason if you want to put them on hold. Wait for their response.
 For callback, do it in the soonest possible time. Do not forget to say the approximate time you can do the
callback.
 Repeat all the details.
 End all the details.
 End the conversation politely.

Common Problems Related to Housekeeping and Ways of Handling Them

There are problems and challenges faced by the housekeeping department while performing its day-to-day
operation. Since this department is one of the most important in the whole operation of the hotel, it is must that all
the staff in this department know how to handle and solve gracefully problems that may arise within their area of
responsibility. If in case a staff can no longer handle the problem, he or she can immediately call the help of
immediate supervisor or manager.

The most common problems related to housekeeping are noise coming from other rooms, rooms not
cleaned properly, rooms lacking amenities, equipment malfunction, laundry error, theft complaint, communication
problems with hotel staff, and unusual items visible during room servicing. Sharon Glancy the managing direct pf
Stonebow that is the training division of people of people 1st which runs of training course in hospitality, leisure,
travel, and tourism industries, recommends a handy acronym LAST (Listen, Apologize, Solve, Thanks) to solve
problems faced by a housekeeping staff. According to her, all problems are about good communication. This means
that when problems arise and the staff is trained how to genuinely and actively listened to the complaint,
demonstrate understanding, and apologize after the problem has been resolved, guests are less likely to leave
frustrated.

V. Remember These

To sum it up, below are important points one should remember to be able to perform the job discussed in
this lesson.
 1. Hotel rules are designed to instill discipline among hotel staff, thereby ensuring guest satisfaction in terms of
comfort, safety, and security.
2. In entering a guest’s room, most hotels have a mandatory two-knock, three-announcement rule. A
housekeeper must knock twice and say “Housekeeping.”
3. Going above and beyond guests’ expectations while staying within professional boundaries ensures guests
continued patronage.
4. Guest’s personal items should also be respected by not touching them or moving them anywhere.
5. Interpersonal and intrapersonal skills have long been recognized as important factors for success in any job.
6. All personal in a housekeeping department must not only gather together as a team, but should work into a
coordinated, Cooperating group of people capable of functioning together for a common goal: to have a
satisfied guest.
7. Housekeeping department represents the largest workforce of a hotel.
8. To be able to efficiently perform the job as a housekeeper, one is expected to complete a series of cleaning
and sanitizing procedures.
9. In cleaning rooms, guest room attendants need to prepare all of the things needed for cleaning including the
amenities: Clean sheets and pillowcases, clean towels, several color-coded cleaning rags, bathroom cleaner,
all-purpose cleaner, air freshener, toilet brush, toilet paper, trash bags, amenities, and vacuum cleaner.
10. The sequence for servicing of rooms includes: initial procedures, bed making, dusting and polishing, cleaning
of bathroom, replenishing of room supplies, vacuuming, final procedures.
11. When servicing a guest’s room, remember to clean in one direction, clean from top down, and clean from
furthest point out. Use correct equipment and cleaning agents for surfaces. Check also for room damages
including the furniture and appliances, maintenance required, and lost properly.
12. Bedroom amenities include: spacious bedrooms with king or queen size beds, high grade premium pillow top
mattress, premium quality linens, plush duvet, extra pillows, clothes hangers, bedside alarm clock, cordless
telephone, high-speed internet access, high-definition flat screen televisions, desk and comfortable desk
chair, cable television channel, mini-fridge, iron and ironing board, bedside telephone with note pad and
pen, safety deposit locker, coffee maker, telephone directory and service directory, luggage scale, and print
of boarding pass for free.
13. Bathroom amenities are toiletries, hair dryer, hot and cold water, shoe mitts, disposal bag, shower cap, toilet
tissue, water tumblers and towels.
14. Handling all guest requests is a simple task. But if you fail to follow all procedures, it might lead to a bigger
problem.
15. Reports are a very useful method for keeping track of important information.

VI. Things to Do

Below are activities you can work on to enrich your learning about organizational chart of a hotel
establishment and handling costumer’s complaint.

Form groups with four or five members and do the following:

1. Make a simple organizational chart of a small hotel. Present your work to class. Allow your classmates to give
their observations of your work.
2. Interview a hotel housekeeper about his or her experiences in handling costumer’s complaint. Be ready to
report to class the result of your interview.

Lesson 2

Prepare Rooms For Guests (RG)

l. Objectives
At the end of the lesson, students are expected to:

1. Identify and explain the different types of cleaning tools, materials, and equipment for room servicing;
2. Correct select and demonstrate proper use of tools, materials, and equipment according to task
requirement;
3. Properly set trolley or caddy with cleaning materials according to room assignment needs at par with the
institutional standards;
4. Observe safety measures and procedures in handling cleaning tools, equipment, and other supplies;
5. Identify important terminologies used in housekeeping;
6. Observe guests’ safety and security in hotel establishment;
7. Identify different types and sizes of linens, pillows, and bed sheets;
8. Replace bed linen in accordance with establishment’s standards and procedures;
9. Correctly follow proper procedures in conducting room check, turndown services, and making up of beds
and cots;
10. Identify tools, materials, supplies, and equipment needed in cleaning guest rooms;
11. Identify common insects and pests and their control measures;
12. Identify hotel room defects;
13. Perform proper handling of trolleys and other equipment; and
14. Observe proper cleaning of tools, materials, and equipment according to standards and procedures.

lll. Study these terms

A-weighted decibels (Dba)- is the term used to express the relative loudness of sounds in air as perceived by the
human ear.

Caddy or Trolley- a container with divisions used in housekeeping to hold cleaning tools and chemicals.

Infestations- the state of being invaded by pests and insects.

Loofah- is derived from fibrous material found in ground-like tropical fruits and is used as bath sponge.

Linens- are garments used as household article such as bedspread, towels, pillows, and bed sheets.

Occupational health hazard- a risk associated with work that could lead to injury, illness, or worst, even death.

Par stock- the minimum level of supplies required In meeting the daily demands.

Personal protective equipment (PPE)- refer to all protective equipment, used while working such as gloves, safety
glasses, and shoes.

According to a study conducted for the Dial Corporation be Dr. Bonnie Knutson of Michigan States’ School of Hotel,
Restaurant, and Institutional Management in 1987, the primary reason for a guest returning or not returning to a
hotel is cleanliness. Statistics show that 56.2% of the guests who stayed in the economy hotels did not return
because the room was not clean. On the other hand 93.6% of the guests who stayed in the luxury hotels would like
to return to the hotel because the room was clean.

Cleaning Tools for Room Servicing

Below are tools, equipment, and materials used in cleaning a guest room.

Cleaning Tools

 Dusters
 Dust pans
 Mops
  Brooms
 Brushes
 Buckets or pails
 Garbage bins
 Caddy basket
 Squeegee

Cleaning Equipment for Room Servicing

 Chambermaid’s trolley
 Wet and Dry vacuum cleaner
 Scrubber and polisher
 Upholstery cleaner

Cleaning Materials and Chemicals Agents

 All-purpose spray
 Disinfectant
 Cream cleanser
 Bleach
 Detergent
 Polish
 Glass cleaner
 Abrasives
 Polishing cloth

The Maid’s Cart or Trolley

Maid’s cart is very important in housekeeping. It is like a giant tool box where all the supplies needed are placed
during room service. It should have enough space to carry all the supplies needed by a room attendant in a specific
shift. The wheels should also be easy to move and maneuver as the cart contains large amount of supplies.

There are three deep shelves in maid’s cart. The lower two shelves are for stocking linens while the top shelf is
used for stocking supplies. Heavier are placed on the lowermost shelf while the lighter ones are on the top shelf. The
cart contains two bags: one for collecting soiled linens and the other one for collecting garbage. It has a storage
space for vacuum cleaner and a hand container or caddy. The top of the cart is designed to have partitions for
amenities and guest room brochures. It also contains a locked box for storing guest room keys.

Items placed on the maid’s cart are determined based on the room category, guest amenities, and the size of the
cart. Below is the standard number usually placed in the maid’s cart;

Setting up Maid’s Cart or Trolley with Cleaning Materials

There are standards to be followed in setting up a trolley or maid’s cart. For instance, bed sheets should be
placed in one shelf, towel in another shelf, and bathrooms amenities should be separate shelf. There should be a
garbage bag in one corner of the maid’s cart with lid and another bag on the other end for storing soiled linens.

Common supplies to be loaded on the maid’s cart are shampoo, moisturizer, mouthwash, foam bath, shower
cap, detergent, toilet rolls, tissue box, soap dish, disposal bag, bath towel hand towel face towel, bath mat, bed
spread, and pillow covers.

Cleaning supplies should be kept in a separate hand caddy. Examples of items stocked on the caddy include: all-
purpose cleaning solution, bowl and toilet brush, rubber gloves, color-coded rags, and scrubber.
Steps in Setting Up Maid’s Cart or Trolley

A. Preparation

1. Get all items ready.

2. Get assignment sheets from the housekeeping control desk.
3. Clean Trolley; wipe all areas using a wiping cloth designated for wiping the trolley.
4. Collect the needed stocks from the pantry.
5. Records all the needed items loaded on the cart on the room assignment sheet.

B. Procedure

1. Start stacking from the bottom shelf, which is intended for bed linens like bed sheets, top sheets, and
pillowcases. Arrange neatly.
2. Stack the middle shelf the bathroom linens like bath towel, face towel, and hand towel.
3. Place on the top of the shelf all the amenities and bathroom supplies. Arrange neatly.
4. Stack the hand caddy with cleaning supplies starting from all-purpose cleaner, glass cleaner, dusting
solution, and bowl brush. Next, the color-coded wiping cloth and sponge, then finally the glass wiper.
5. Place the hand caddy on the base of trolley below the garbage bag and linen bag located at the right side of
the trolley. Place trash bag on the left side of the trolley.
6. Position vacuum and sweeping equipment on one side of the trolley.

C. Inspection

1. Inspect to ensure that trolley is properly stacked, properly arranged, and clean.
2. Check if the linen bag and trash bin are empty and clean.

Tips in Setting up a Maid’s Cart

 The maid’s cart should be clean, well-organized, and well-stocked with all the supplies needed depending on
the number of rooms and the type of rooms to be serviced on.
 Remember not to overstock the cart as overstocking will cause accidents or damage to the supplies.
 It is important to always record the items loaded on the cart on the room assignment sheet.
 Once the shift is over, the maid’s cart or trolley must be returned to the floor pantry. Make sure that all its
shelves.

Occupational Health and Safety (OHS) in Hotel Housekeeping

Housekeeping is a physically demanding job. It is called such because it is classified as ”moderately heavy” to
“heavy” work. Most of the time, a housekeeper carries out varied tasks like sweeping , scrubbing, vacuuming,
dusting, cleaning, and lifting. In addition to these, they are also responsible for delivering beds to guest rooms and
replenishing toiletry supplies.

There are risks associated with this kind of work. The health of the worker might be at stake, and there is
possibility of injury or worst, death. The most common injury that might happen because of the nature of the job is
called repetitive motion injuries (RIMs). Heavy physical workload and excessive bodily motions can cause back injury
while forceful upper limb motion in awkward positions can cause neck or shoulder and arm injuries.

Personnel in housekeeping department work eight hours a day and they perform various tasks that are very
demanding to the body. Below are hazards associated with work that might cause injury to the body.

 Walking
 Standing
 Stooping
  Squatting
 Kneeling
 Stretching
 Reaching
 Twisting
 Crouching
 Lifting
 Pushing

Reducing the work-related risk to injury or danger is a big challenge since the housekeeper works in a very
unique place where it is designed to provide comfort to the guest rather than the worker. However, there are
solutions that would help reduce the risk or injury to the body. Below are tips on how to reduce injury to the body.

Tips on How to Reduce Physical Stress

 Use the lighter equipment as much as possible. Those heavy ones must have wheels.
 Use motorized operated equipment to lighten the workload. This includes the use of vacuum cleaners and
portable bathroom scrubbers.
 Use long handle mops and brooms to reducing stooping, crouching, and kneeling.
 Use modern cleaning agents like all-purpose cleaner, disinfectant, and liquid detergents. Modern cleaning
agents are effective removing dirt stains.
 Follow job rotation to reduce permanent injuries to the body, allowing the body to rest for a while.
 Proper lifting techniques should be employed (i.e., keep objects as close to the body as possible and lift
objects that are too heavy or awkward for one person. Do not be afraid to ask for help. Eliminate potential
tripping or slipping hazards before beginning to lift.

Safety Practices in the Workplace

 Always wear personal protective equipment (PPE).

 Make sure all spills are immediately cleaned up to avoid slipping.
 Replace worn, ripped, and damaged flooring, and place anti-slip flooring in areas that cannot continually be
cleaned such as entrance.
 Maintain clean light fixtures to improve lighting efficiency.
 Keep aisles and stairways clear.
 Place warning signs and mirrors to help improve sight lines in blind corners.
 Regularly inspect, clean, and repair all tools.
 Do not use damaged Tools.

Safety in Handling Cleaning Chemicals

 Use the appropriate protective equipment when handling concentrated cleaning products.
 There should be a complete list of all cleaning chemicals used in the facility. Details like how many gallons
are stored, where they are stored, potential hazards, and precautionary measures for each chemicals should
be included in the list.
 There should be safety data sheets for each chemical used or stored.
 Always follow the manufacturer’s instructions of using the chemicals. If not used the right way, these
cleaning chemicals may not effectively work and can be harmful.
 All cleaning chemicals should be kept in their original containers.
 Never mix chemicals, even if they are of the same type. Combining ammonia and chlorine bleach for
example can produce the fatal, chlorine gas.
 Do not use different cleaners as an alternative, unless the intended use is the same.
  Install safety signage that quickly conveys possible dangers and precautions related to the chemicals.
 It is important that you know exactly what the following “signal words” mean:
 Caution: the product should be used carefully but is relatively safe.
 Warning: the product is moderately toxic.
 Danger: the product is highly toxic and may cause permanent damage to skin and eyes.

Protective Equipment

Personal protective equipment (PPE) like safety headwear, safety footwear, safety hand, and safety eyewear are
important. They must be worn by employees that are exposed to hazardous materials or in cases where danger or
risk for injury is present.

Terminologies Used in Housekeeping

Room status terminologies are used by both housekeeping department and front desk in communicating with
each other regarding room occupancy. It is very important that these two departments continuously communicate
with each other, Not only to maximize sales and revenue but to avoid problems like room status discrepancy—a
situation wherein the housekeeping department’s description of a room status is different from the room status
information being used by the desk to assign guest rooms. This situation will create big problems if not resolved. This
is why close coordination between departments is extremely important.

Executive housekeepers also use the terminologies for room status to closely estimate the number of
housekeeper needed on any particular day and to schedule them accordingly. Out of order (OOO) rooms, and sleep
outs are examples of important room status terminologies that would mean there is no need for the housekeepers’
service to clean these rooms. Below are terminologies used by housekeeping and front desk.

Important Terminologies for Room Status

 Pre-register. A guest occupying the room earlier for early morning arrival.
 Occupied (OCC). A guest is currently occupying the room.
 Occupied Clean (OC). There is a guest occupying the room and it has already been by the room attendant.
 Occupied Dirty (OD). There is a guest occupying the room and it has not been cleaned by the room
attendant yet.
 Extra Bed (XB). There is an extra bed being used in the guest room.
 Light Baggage (LB). The guest occupying the room does not have a large baggage.
 No Baggage (NB). The guest occupying in the room does not have a baggage.
 No Need Service (NNS). A guest requested a “no service” for the room.
 Stay-over. The guest is not expected to check out today and will remain at least one more night.
 On-change. The guest has departed, but the room has not yet been cleaned and not ready for new
occupants.
 Do Not Disturb (DND). The guest has requested not to be disturbed.
 Cleaning in Progress. Room attendant is currently cleaning the room.
 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.
 Vacant and Ready or Vacant and Clean (VC). The room has been cleaned and inspected and is ready for the
arriving guest.
 Vacant Dirty (VD). The room is vacant but has not yet been cleaned.
 Out of order (OOO). Rooms kept under out of order are not sellable and these rooms are deducted from
the hotels inventory. A room may be out of order for a variety of reasons, including the need for
maintenance, refurbishing and extensive cleaning, etc.
  Out Service (OOS). Rooms kept under out of service are not deducted from the hotel inventory. This is a
temporary blocking and reasons may be a malfunctioning bulb fuse, TV remote not working, kettle not
functioning properly, etc. These rooms are assigned to the guest once these small rooms are assigned to the
guest once these small maintenance issues are fixed.
 The-out. The occupied room has been locked which disallows the guest to re-enter until he or she comes
into contact with hotel staff to clarify his or her status.
 Did Not Check Out (DNCO). The guest made an arrangements to settle his or her bills (and thus not a
skipper), But has left without informing the front desk.
 Due Out. The room is expected to become vacant after the guest checks out.
 Check Out (C/O). The guest has settled his or her account, returned the room keys, and left the hotel.
 Late Check Out. The guest has requested and is being allowed to check out later than the normal or standard
departure time of the hotel.
 Expected Departure (ED). It is the same as “due out” which means the guest would depart prior to the
check-out time of the following day.
 Inspected Clean (I). The room is double checked by the floor supervisor after the cleaning of room
attendant.
 Complimentary. The room is occupied for free. (setupmyhotel.com 2015)

Guest Room Classifications

 Single Room. A room that accommodates only one person and has a single or a queen-size bed.
 Twin Room. A room that can accommodates only two persons with two twin beds.
 Double-double Room. A room that can accommodate two to four persons with two twin, double, or queen-
size beds.
 Triple Room. A room that can accommodate three persons and has been fitted with three twin beds, or one
double bed and one twin bed or two double beds.
 Hollywood Twin Room. A room that can accommodate two persons with two twin beds joined together by a
common headboard. Medium tariff and budget hotels tend to provide this room setting, which cater to both
couples and parties of two.
 Studio or Murphy Room. A room that is fitted with a sofa bed or a murphy bed (i.e., a bed that folds out of a
wall or closet), which can be transformed from a living room at daytime and into a bedroom during
nighttime.
 Suite. A room with one or more bedrooms and a living space. The bedrooms may be single, double, or twin
double rooms.
 President Suite. The most expensive room provide by a hotel. Usually, only one president suite is available in
a hotel. Similar to the normal suites, a president suite always has one or more bedrooms and a living space
with strong emphasis on grand in-room decoration, high quality amenities and supplies, and tailor-made
services (e.g., personal butler during the stay).
 Villa. A special form of accommodation which can be found in some resort hotels. It is a kind of stand-alone
house that gives extra privacy and space to hotel guests. A fully equipped villa contains not only bedrooms
and a living room, but a private swimming pool, a Jacuzzi, and a Balcony. It is suitable for couples, families,
and large groups.
 Accessible Room. This room type is mainly designed for disabled guests. The law requires that hotels must
provide certain number of accessible rooms to avoid discrimination. The room setting of an accessible room
is different from other standard room for guests’ conveniences. Common features include safety bars and
emergency buttons in the bedroom and bathroom, touch floor lamps, fire alarm lights, outward opening
door for bathrooms, etc. The rooms should be always be located at the ground or room type is also suitable
for seniors or old people.
 Balcony Room. A room with a balcony.
  Rooms for extended stay. This room type can be found in service apartments and hotels that targets who
are staying for a long period (e.g., expatriates). Open kitchens and cooking equipment are usually available in
the room. Some would also provide housekeeping services once a week in a regular basis.
 Smoking or Non-Smoking Room. Many hotels provide both smoking and non-smoking rooms for their
guests. In order to minimize the effects of secondhand smoke exposure of non-smoking guest, some hotels
group all smoking rooms in certain floors and separate them from non-smoking rooms.
 Adjacent Room. These are rooms close by or across the corridor, but are not side by side.
 Adjoining Room. Rooms that are side by side, but not have a connecting door between them.
 Connecting Room. Two rooms that are side by side with a connecting door between them.

Hotel guests can be classified according to:

 Trip purpose – pleasure or business travelers

 Numbers – independent or group travelers
 Origin – local or overseas traveler

Classification of Hotel Guest

1. Leisure Travelers. They are individuals who travel to engage in leisure activities, outdoor recreation, for
relaxation, to visit friends and relatives, or to attend sports or cultural events.
2. Corporate Business Travelers. They are individuals whose frequent bookings are usually made by
enterprises with reduced room rates. Business travelers go on a trip to conduct business, attend business
meetings or workshops, and engage in selling or purchasing of products.
3. Free Independent Travelers (FITs). They are sometimes referred to as foreign independent travelers. FITs
are international tourists who purchase their own accommodation and make their own travel arrangements.
4. Group Inclusive Tours (GITs). Tourists who travel together on package tours with accommodation and
sometimes meals which are booked through travel agents. Group tourists tend to spend less and budget
their spending allowance.
5. Domestic Tourists. They are local residents who stay at a hotel for special occasions and functions.
6. Conference Participants. Individuals who travel to attend conference and whose accommodation is usually
reserved by themselves, their enterprise, or a conference organizer prior to their arrival.
7. Very Important Persons (VIPs). Very important persons may include celebrities, frequent-stay guests, guests
in expensive rooms, guests with security risks, and top executives from enterprises.
8. Incognito. They are guests who stay in a hotel with concealing identities to avoid notice and unwanted
attention.

Guests’ Safety and Security in a Hotel

Security Procedures

In security of any size, security is a major concern. The security division is responsible for maintaining systems
and implementing procedures that protect the personal property of guests and employees and the hotel itself. Every
hotel has its own procedures and guidelines for their staff on how to handle guest valuables, keys, and telephone
calls. Any unauthorized disclosure of guest information to anyone by any hotel staff will be regarded as misconduct.
Hotel staff should never disclose guest information such as guest name and room number to anyone.

Handling Guests’ Valuables

A room attendant must report to the housekeeping office any guest valuables found inside the guest room
during cleaning. It is important that the room attendant stays in the room until the assistant manager, floor
supervisor, and the security officer arrive at the scene. The case must then be recorded very clearly in the
housekeeping Logbook with the time, room number, description of item(s) found the name of finder, and the name
to whom the case is reported to and handled by for future reference. The guest room will then be locked until the
guest returns.

Key Control

The room key is an important instrument that housekeeping staff use to access the guest room and carry out
their duties. All keys must be kept secured and distributed properly. Every room attendant is responsible for taking
care of the keys under his or her charge and not allowing anyone else access to the keys. All keys kept in the
housekeeping office in a locked cabinet and properly coded. The housekeeping coordinator is responsible for the
distribution and control of keys. All keys issued must be properly signed for and cancelled after return. The room
attendant must register or sign in the keys control “in and out” Logbook and list the number of issued keys. The
housekeeping coordinator does the inventory of the keys at the beginning of each shift and prior to the handover of
keys to the subsequent shift in charge. The key cabinet must remain locked at all times. Keys issued to the
employees must be kept under their own custody and never be left hanging on the trolley or in the door lock. All
keys must always be returned to the housekeeping office. Keys must never be taken out of the hotel premises.
Misplacing or loss of keys is a very serious matter and should be reported to the executive housekeeper or assistant
manager and security officer immediately. An immediate search must be made until the key is located. Every staff in
the housekeeping department is trained to handle the different keys and use the correct procedures when someone
asks to open a guest room.

Suspicious Person

The housekeeping staff must report to the housekeeping office any suspicious person loitering on guest floors and
public areas. The housekeeping coordinator will in turn inform the floor supervisor or assistant housekeeper, the
assistant manager, and the security officer.

Lost and Found

Lost and found refers to:

 A place or an office that keeps found inside the hotel; or

 A place or an office where reports of missing items, reported by either guests or staff, are kept and followed
up.

All staff should hand in items found inside the hotel premises, regardless of their value. Most hotels assign this
duty to the housekeeping department or the security department. All information is recorded in the Lost and Found
Logbook for prompt and easy reference in case a guest inquires about a lost item. All items found by the guests and
staff should be stored in a ventilated room and kept for three months before being released to the finder. Some
items, such as perishable food or drink, may be kept for a shorter period. The storage area must be secure.

Types and Sizes of Linens, Pillows, and Bed Sheets

Sheets, blankets, pillowcases, and bath items come in different sizes according to the sizes of the mattresses
and their use. Other items are chosen because of their appearance and price.

Careful selection according to standard size and colors is considered in purchasing these items because the
labor cost to sort them will be high. The careful of standard size makes purchasing, counting, storing, and
maintaining inventories easier. Sizes can be color-coded for easier sorting. Sheets are usually available in different
sizes and with color-coded hem threads.

Procedures in Conducting Turndown

A turndown service or evening service is one amenity that can be availed by a guest. Turndown service means
the room of a guest is prepared ready for sleeping. It includes the following: cleaning the room, having one corner of
the blanket folded for easy sliding, chocolate or fresh fruits placed on the bedside, the room lights dimmed, and
heavy drapes or night curtain was closed. Below are the steps on how to conduct turndown service.

Preparation for Turndown Service

1. Take the status report of the floor from the desk.

2. Get the floor key or card and sign the logbook.
3. Check the floor corridor for tidiness.
4. Take out the trolley with linen and amenities.
5. Clean vacant rooms at 6:00 in the evening onwards.
6. Finished all turndown service by 10:00 pm.
7. Clear departure rooms as per hotel requirements.

Entering into the Guest Room

1. Follow the two-knock, three-announcement rule. Knock at the door and check if the guest is inside the room.
Say “housekeeping” before entering.
2. If the guest wants you to come back later, politely go out and position the maids cart in front of the guest
room.

Procedure for Turndown Service

1. Greet the guest if the guest is inside the room and say “I am from housekeeping. Sorry to disturb you, may I
turn down your bed?”
2. Remove the bed cover, fold it neatly, and place it in the wardrobe cabinet either at the topmost shelves or in
the lowermost shelf.
3. Set aside the pillows. Smooth the top sheet blanket.
4. Grasp the top sheet and second sheet blanket. Fold the corner back and pull them down to the center of the
bed.
5. Make a folded corner a neat 45-degree angle.
6. Tuck in the sides under the mattress.
7. Straighten the pillow and place it neatly on the bed making sure that the pillow case opening is facing
inwards.
8. Following the hotel procedure, place the turn down amenities on top of the pillow. This is usually any of the
following: flowers, a chocolate, candies, cookies, and the like.
9. Place the breakfast menu card on the folded quit at an angle.
10. Place the foot mat in the front with a pair of slippers.
11. Turn on the bedside lamp or night lamp.

Procedures in Making up Beds and Cots

Look at the picture of a hotel room above? Is it not so elegant? How about the bed? Is it not very inviting to have
a rest? The best way to welcome your guest is to provide them with a good quality and clean bed and linens. Good
presentation is also important to be able to make lasting impressions. It should not only be pleasing to the eye bu it
should also guarantee a comfortable sleep.

Preparing for Bed Making

 Remove soiled bed linens from the bed.

 Look at the mattress pad or mattress protector to see if it stained, torn, or damaged. If it is not, straighten it
and make sure that mattress and box spring are even.
 Always adjust the mattress with your leg and not with your back to avoid any injuries.
 If the mattress pad is stained, remove it.
  Get a clean mattress pad and place it on the mattress.
 Lay the fresh pad on the bed.
 Unfold the pad right side up and spread it evenly over the center of the bed.
 Smooth out any wrinkles.
 Mattress pad or mattress protector comes in different sizes, be sure to use the correct size.
 Make sure you have the correct size of bed sheets.
 Do not use a stained or torn sheet. Place them immediately in your soiled linen bag.
 Take three fresh and pillow cover or slips according to the size of the bed.

Procedure in Making up Beds

1. Pull away the bed from the headboard. This is done by pulling the bed with a quick forceful movement. All
beds in hotels are designed with wheels for easy maneuvering.
2. Remove all soiled linen. Shake them for any articles that may be left behind by the guest.
3. Place the soiled linen in the linen hamper of the maid’s cart.
4. Check the mattress side-to-side and end-to-end to even it out. Adjust the skirting if there is a skirting.
5. Shake the mattress protector and change it if soiled.
6. Clean the headboard with a feather duster.
7. Open and spread out a cover sheet and tuck it securely at the head, sides, and foot.
8. Miter the corners. See the illustrations above on how to miter corners.
9. Open a clean top sheet and spread it evenly on the cover sheet. Make sure that the laundry crease is in the
same line as the cover sheet. The sheet’s hem must be evenly pulled up to the headboard. Tuck the top
sheet to the footboard.
10. Open the blanket and spread it evenly on the top sheet. Make sure that the laundry crease is in the same
line as the sheet. The blanket labels should be at the foot of the bed. Pull the blanket eight inches from the
headboard and make a fold for the guest to slide in.
11. Fold the top sheet at the head of the bed over the blanket and fold the blanket and top sheet once again.
12. Ensure that the blanket and the top sheet are tucked uniformly under the mattress on both sides and the
corners at the foot of the bed are mitered.
13. Fold the corner of the blanket and top sheet.
14. Replace pillowcases with clean ones. Even out the pillowcases to look full, neat, and tidy. The side of the
pillow with a fold should be on the inside. For turndown service, the breakfast menu knob is placed on the
pillow.
15. Cover the bed with a bedspread. Make sure it falls evenly all around the bed.
16. Tuck the bedspread under the pillows.
17. Push the bed back towards the headboard making sure that it is aligned.

Before Leaving the Room

 Empty dustbin and ashtrays.

 Check all light fixtures if it is working.
 Make sure to draw the heavy curtains.
 Guest clothes that are lying around should be hanged.
 Replace soiled glasses with clean ones and remove empty bottles.
 Replace soiled linens if necessary.
 Replenish supplies like shampoo, toilet paper, etc.
 Tidy up the bathroom by folding used towels. Wipe the vanity area if required.
 Set the aircon temperature.
 Turn off the lights except for night lamp or passage light.
 Give a final look to make sure everything is done according to the hotel standards. Then lock the door.
  Update the status and report immediately any maintenance problem found while cleaning.

Cleaning Guest Room

Procedures in Cleaning a Hotel Guest Room

1. Leave the door wide open as you enter the room.

2. Position the maid’s cart.
3. Turn on master switch to check whether the lights are functioning properly, then switch off after checking.
Adjust or switch off air-conditioning unit depending upon hotel’s policy.
4. Draw back curtains or draperies to allow light to come into the room.
5. Empty all waste bins from bedroom and bath.
6. Wipe trash bins, place trash bags in the trash bins, and out the bins back to where they are located.
7. Place all the dirty glasses and ashtrays in the bathroom.
8. Place clean bed sheets on a clean desk. Start by removing or stripping the bed sheets off the bed. Use the
bottom sheet as wrapper for dirty sheets. Do not forget to check for hair, debris, and stains. Remove the
dirty linen from the room.
9. Pour cleaning disinfectant solution into the toilet bowl to allow solution to work before proceeding to
bedroom cleaning.
10. Go back to the bedroom and make the bed.
11. Wipe the lamp starting from the base using appropriate colored cloth for wiping lamp and a multi-purpose
cleaner.
12. Dust starting from the top of the highest piece of furniture, tops of picture frames, window frames, and
fitted lights. Dusting procedures help in checking for missing or lacking items including defects in the room.
13. Wipe and sanitize surfaces. Use the allotted colored cloth for wiping surfaces to avoid cross contamination.
Pay attention to the remote control, all knobs, locks, computer equipment, telephones, and other high
contact areas.
14. Vacuum the bedroom.
15. Clean the bathroom.
16. Thoroughly clean hand basin with disinfectant cleaning solution. Soak in hot water all dirty glasses. Wash
and allow dirty glasses to drip-dry. Clean ashtrays and allow to dry. Wipe properly the ashtrays.
17. Clean hand basin and wipe to dry.
18. Clean the bathroom shower using appropriate cloth for wiping each surface area to avoid cross
contamination. Make sure that showerheads, taps, and soap trays are thoroughly cleaned from soap scum
and water marks. Buff it dry.
19. Clean toilet bowl from the inside out, finishing off by ensuring that seat and handles are thoroughly cleaned.
20. Replace bath linen and amenities.
21. Checked the bathroom floor last, starting at the farthest end.
22. Check the at once to ensure all is set to hotel standards. Leave the room with a neutral odor and at a
balanced temperature.
23. Vacuum from the back of the room toward the door as you go out and then close the door.

Procedure in Removing Room Service Equipment

1. Collect all room service equipment and move them to the floor.
2. Position the room service cart or trolley to the floor pantry.
3. Inform the room service department to clear the trays or trolleys from the guest room or floor pantry.
4. Do not place the room service trays or trolleys on the guest corridor or the service elevator.
Procedure in Removing Garbage

1. Gather first all recyclable items such as newspapers, aluminum cans, glass bottles, etc. and place them
either in the bag or on the floor pantry.
2. Remove trash from the waste paper basket and ashtrays and place them on the garbage bag.
3. Pick up all the trash that you will see and out in the garbage bag.
4. All trash removed from the room, upon leaving that room, should be placed in a garbage bag on trolley.
5. Exercise extra care in removing broken glass, razor, etc.
6. Remove all for disposal items like ash, cigarette buds, etc. into the dustbin.
7. Keep ashtrays and glassware under washbasin tap to wash.
8. With lukewarm water and cleaning solution, clean the ashtrays and glassware with the help of sponge.
9. Wash liberally with water the ashtrays and glasswares.
10. Wipe with a lint free cloth.
11. After drying, place back the ashtrays and glasswares in the appropriate place.
12. Make sure that the ashtrays and glassware are spotless and clean.
13. Use dry tissue to collect hair from the vanity, toilet, bathtub, and floor.
14. Do not throw any guest property that may be wrapped in a tissue.

Getting Ready for Cleaning Toilet and Bathroom

Always wear your personal protective equipment. This means wearing your working clothes, hair restraint, and
rubber gloves. You can wear a mask if you are sanitizing the toilet bowl with chemical solutions.

General Techniques in the Cleaning of Toilet and Bathroom

1. Follow the ceiling wall, wall, and floor cleaning techniques.

This means that the procedure in cleaning the toilet and bathroom, or any other room, is to start from
the top going down. This allows all dirt coming from top to go down and accumulate below. This avoids doing the job
back and forth and makes cleaning systematic, thus saving on time and energy.

2. Clean according to the different types of floor the types of floor and surface texture of the floors and
fixtures.

Choose the appropriate cleaning materials to achieve the desired results. Use every fine scouring pad
for painted surfaces, glass mirrors, marbles, and porcelain. Likewise, use highly absorbent cleaning towels for drying
bathroom walls and floor tiles. Use a polishing cloth for polishing metal surfaces like bathroom fixtures. Moreover,
use a toilet bowl brush for cleaning a toilet bowl. Use floor and window squeegees for removing excess water and
drying up the windows. For the floor, a mop always comes in handy in removing dirt and dust and for wiping and
drying after cleaning.

3. Clean the window edge and sill as per standard operating procedure.

Dust and dirt accumulate in window edges and skills. It is not enough to wipe these with a clean wet
cloth. To extricate the dirt and dust, use a fine brush with fine bristles that can penetrate in between the window
edges and sill. A cleaning solution also helps remove sticking dirt and soil. Rinsing the windows after brushing
completes the cleaning. Wipe them dry with a cleaning towel.

4. Clean the bathtub, lavatory, toilet bowl, and urinal in accordance with standard operating procedures and
techniques.

Remove all items that obstruct cleaning like glasses, towels, soaps, shampoos, toothbrushes, toothpaste,
and others. This allows you to clean without obstruction. Start with the walls around the bathtub, the fixtures like
the faucets and shower, the shower curtains, and the bathtub itself. Then move on to the mirror, the laboratory, and
of the fixtures in the area. Move the urinal, the toilet bowl cover, the seat, and the inside of the toilet bowl. Work
on the flooring last. There are appropriate cleaning materials and tools for each type of surface. Cleaning means
wetting the surface, scrubbing or sponging it with a cleaning solution, rinsing with clean water, and then wiping it
dry. Stubborn dirt and stains should be treated thoroughly with cleaning solution and scrubbed until removed
completely.

5. Replenish bathroom and toilet supplies after the room has been cleaned and dried.

These supplies include the bath towels properly folded and placed on towel racks or shelves; and the
shampoos, toothbrush, toothpaste, and drinking glass with glass cover in their containers. These are all
positioned near the lavatory.

6. Always take one last look at the room to see if everything is in its proper place—if there is no visible dirt
and/or obstruction on the floor and passageway, and if every nook and corner of the room is sparling clean
and dry.

Cleaning the Toilet

Materials Needed:

Bucket Rubber gloves All-purpose cleaner

Scouring pads Toilet bowl cleaner Warm water

Cleaning towel Hand brush

Procedure:

1. Collect all used bath towels and hand towels in the bathroom and toilet. Place them in a bag for soiled
linens. Empty the trash cans.
2. Clean first the bathroom walls. Scrub them with an all-purpose cleaner then rinse.
3. Clean the tiles on the tiles on the remaining walls. Scrub with an all-purpose cleaning solution (dilute one
part of cleaner to 50 pats water). Use a hand brush or scouring pad. Rinse well and wipe with cleaning towel.
4. Next, clean the shower, the bathtub, and the shower curtains with an all-purpose cleaner. Remove dirt,
spots, stains, and other accumulated dirt like hair strands, bits of soap, and soil. Rinse thoroughly using
warm water. Wipe dry with cleaning cloth.
5. Clean and sanitize the toilet bowl. To sanitize is to kill disease-causing bacteria. Pour toilet bowl cleaner all
over the toilet bowl. Scrub the seat, seat cover, and sides and front of the toilet bowl. Clean the inside with a
toilet bowl brush. Rinse thoroughly with warm water.
6. Disinfect the toilet bowl seat all over with disinfectant solution (mixture: 1 cup disinfectant to 1 gallon
water).
7. Disinfect the inside of the toilet bowl with pure disinfectant. Do this both urinals and the toilet bowl as these
areas already contain water.
8. Clean the bathroom mirror. Apply an all-purpose cleaning solution on the mirror. Dilute one part of cleaner
to 100 parts water. Spray or damp, wipe, rinse, and dry with a clean cloth.
9. Using an all-purpose and scrub pad, scrub the faucet, lavatory sink, and the stopper. Make a thorough
scrubbing while playing attention to the corners, sides, and edges. See to it that all soap residues, sticking
dirt’s, and soil removed.
10. Clean the remaining portion of the bathroom wall that has not been cleaned.
11. Wash the drinking glasses. Drain, cover, and put them back in to place.
12. Clean the shelves and cabinets. Wipe the inside with clean, damp cloth. If there are spots and stains inside
out, scrub them with a cleaner solution and then wipe with a clean wet cloth. Do this twice or thrice until the
shelves and cabinets are spotlessly clean.
 13. Polish the remaining portion of the bathroom wall that has been cleaned.
14. Clean the flooring last. Dilute one part of all-purpose cleaner to 50 parts water in a bucket. Dilute just
enough for the flooring. Dip a clean mop in the bucket with the cleaning solution in the bucket, if any.
15. Take one last look all over the toilet and bathroom before leaving.

Standards in Cleaning the Toilet and Bathroom

What are the expected results after cleaning the toilet and bathroom?

Bathroom and Washroom

1. The toilet bowl urinals are sanitized.

2. The toilet is clean inside out. No refuse is present.
3. The bathroom walls are properly scrubbed. The walls are free of marks and spots.
4. The walls are wiped dry.
5. There is no soap residue or film remaining on lavatory sink, mirror, and other fixtures.
6. There are no marks or streaks on walls, fixtures, door, doorknobs, and other surfaces.
7. The floor is well mopped, sanitized, and dried.
8. The bathroom mirror is well polished and wiped dry. It is a clear and spotless.
9. Bathtub is brightly clean, spot-and mark-free and well dried.
10. The shower curtains are brushed thoroughly and hanged dry.
11. Bathroom supplies are replenished and installed.

Insects and Pests and Their Control Measures

It is recommended that the hotel works with a professional partner in implementing a pest control program to
safeguard the hotel’s reputation. As American investor, industrialist, and philanthropist Warren Buffet said, “it takes
20 years to build a reputation and five minutes to ruin it.”

Pest control is a program used to eradicate pests. Pesticide is a chemical used to kill and control pests. Below
are types of pesticides.

 Insecticides are used to control ants, files, moths, cockroaches, and termites.
 Herbicides are used to control weeds or other unwanted plants.
 Fungicides are used to control fungi that are pathogenic or disease-causing.
 Rodenticides are used to control rats and rodents.

Insects and pests include:

 Ants
 Moths
 Cockroaches
 Flies
 Mosquitos
 Spiders
 Mice
 Bed bugs

Supervisors and staff who work in the housekeeping must be alert of any signs of infections. Part of their job is to
regularly inspect the place for signs of pests on a daily and monthly basis. They are also expected to inspect
situations that may support or encourage pest infection. They are also expected to remedy situations as soon as
possible to minimize the spread.
 Whenever infection is identified, appropriate treatments should be done as possible. Always use professional
pest control inputs. If the pest infestation happened in the guest room, it should be taken out for service and the
pest control contractor should be called immediately. If there are guests occupying the room, they should be
relocated to another room, ideally to the same floor area to prevent the spread of the infestation. Both areas
occupied by the guests should be treated by the pest control contractor as the guest may have transferred the
infestation through their clothes, shoes, and luggage.

Hotel Room Defects and Repair

Housekeeping staff’s work is not limited to cleaning. They are also responsible in maintenance checking as
they are the ones who see the situations of their assigned floor area.

They checked the room for maintenance and report their findings to take control desk. The control desk in
charge will record it in the room checklist and the maintenance department will take charge of the repair.

Defects that could occur in a guest room include:

 Missing or broken light bulb

 Breakages
 Malfunctioning equipment
 Carpet stains
 Deliberate damage caused by guest
 Broken tiles
 Broken socket

V. Remember These

1. Basic tools needed to efficiently clean the area include dusters, dustpan, mops, brooms, brushes, bucket,
garbage bins, caddy basket, and squeegee.
2. Cleaning equipment used for room servicing are maid’s cart or trolley, wet and dry vacuum cleaner, scrubber
and polisher, and upholstery cleaner.
3. Cleaning materials and chemical agents include all-purpose spray, disinfectant, cream cleanser, bleach,
detergent, polish, glass cleaner, abrasives, and polishing cloth
4. Maid’s cart is very important in housekeeping. It is like a giant toolbox where all the supplies needed are
placed during room service. It should have enough space to carry all supplies needed by a room attendant in
a specific shift.
5. Items placed on the maid’s cart are determined based on the room category, guest amenities, and the size of
the cart.
6. Supplies loaded on the maid’s cart toiletries, detergent, disposal bag, toilet rolls, tissue box, soap dish, bath
towel, hand towel, face towel, bat mat, bedspread, and pillow covers.
7. Cleaning supplies used during room service are toilet cleaning solution, bowl brush, toilet brush, all-purpose
cleaner, cleaning clothes, and rubber gloves.
8. Hazard associated with work that might cause injury to the body are walking, standing, stooping, squatting,
kneeling, stretching, reaching, twisting, crouching, lifting, and pushing.
9. Personal protective equipment (PPE) includes safety headwear, safety footwear, and safety hand and
eyewear. These are mandatory and must be “immediately available” or worn by any person if exposed to
hazardous materials or if danger or risk of an injury is present.
10. Room attendants must report to the housekeeping office any guest valuables found inside the guest room
cleaning.
11. The room key is an important instrument that housekeeping staff use to access the guest room and carry out
their duties. All keys must be kept secured and distributed properly.
 12. All information is recorded in the lost and found Logbook for prompt and easy reference in case a guest
inquires about a lost item.
13. Sheet, blankets, pillowcases, and bath items come in sizes according to the sizes of the mattresses and their
use.
14. It is recommended that the towel works with a professional partner in implementing a pest control program
to safeguard the hotel’s reputation.
15. The different types of pesticides are insecticides, herbicides, fungicides, and rodenticides.
16. Insects and pests include ants, moths, cockroaches, flies, mosquitos, spiders, mice, and bed bugs.
17. Defects that could occur in a guest room include missing or broken light bulb, breakages, toilet flush not
functioning, malfunctioning equipment, carpet stains, and deliberate damage caused by guest.

Overview

Preparing rooms for guest in hotels requires thorough cleaning. Cleaning is a process of using cleaning agents to
remove all kinds of dirt. These are areas in a guest room that are considered critical and should not only be cleaned
but sanitized. These area toilets, toilet bowls, lavatories, and urinals. It is also includes amenities like towels, linens,
glasses, and tableware.

By sanitizing all the areas and amenities mentioned above, all germs and bacteria are killed. This way, hotel
guests are protected from possible diseases.

This lesson will offer you concepts that can help you acquire the needed knowledge and practice to develop
skills in cleaning.

Lesson 3

Clean premises (CP)

l. Objectives

At the end of the lesson, students are expected to:

1. Select appropriate cleanings tools and equipment properly according to their uses and functions;
2. Identify and use the right cleaning agents or chemicals for a particular task;
3. Identify common problems related to scheduling and performing one’s task;
4. Practice proper disposal of used chemicals in accordance with the manufacturer’s instructions and
environmental legislation requirements;
5. Use and maintain cleaning tools, materials, and equipment effectively in accordance with the manufacturer’s
instructions and hotel standards;
6. Observe safety procedures in safekeeping of cleaning tools, equipment, and chemicals and in following
security standards.

lll. Study These Terms

Abrasives - these can be substances or chemicals that depend on their rubbing or scratching action to clean dirt
from hand surfaces.

Alkaline cleaners – alkaline-based cleaning agents are used in laundry and are particularly good for removing grease.

Cleaning agents – are used to make the cleaning job easy.

Detergents – are made from pure soap or organic chemicals.

Deodorants – are agents used for hiding bad smells.

Disinfectants – are used to kill harmful germs.

Floor seal – is available in solvent- or water-based forms. It is applied to a floor’s surface to form a semi-permanent
protective barrier that prevents dirt, liquids grease stains, and bacteria to penetrate.

Polishes – are cleaning agents that are applied to a surface to form a hard protective layer and thus guard against
finger marks, stains, and scratches.

pH (power of hydrogen) – the pH scale measures how acidic or basic a substances is. The pH scale ranges from 0 to
14. A pH of 7 is neutral, less than 7 acidic, and greater than 7 is basic.

Ppm (parts per million) – an expression that represents the part of a whole number in units of 1/1000000.

Cleaning Agents or Chemicals

Cleaning agents are used to make the cleaning job easy. Cleaning agents used in housekeeping:

 Detergents
 Deodorants
 Acid cleaner
 Laundry aids
 Alkaline cleaners
 Polishes
 Solvent cleaners
 Floor seal
 Disinfectants
 Abrasives

Detergents

Detergents are made from pure soap or organic chemicals. These are types of detergent:

 Soapy detergent comes in flakes for washing delicate fabrics and powder for washing soft fabric.
 Synthetic detergents are made from organic chemicals derived from petroleum. These are used extensively
in housekeeping. It is used for cleaning task and for washing up the floors. It may be in forms of powder,
liquid, gel, or crystals.

Deodorants

Deodorants are agents used for hiding bad smells. They counteract stale odors and sometimes introduce
fragrance in the area. They are used in guest rooms, bathrooms, and in public areas. They are available in liquids,
powders, and crystalline blocks. Naphthalene serves as effective deodorizers.

Acid Cleaner

Acid used as cleaning agents may vary from mild acid (e.g., acetic acid) to strong concentrated hydrochloric
acid. Acids should be used in solutions followed by thorough rinsing. Except for citric and acetic, all acids should be
used under supervision with extreme caution and with the protection of rubber gloves. Strong acids are poisonous
and corrosive. Here is a guide for using the following acid cleaners:

 Use citric acid for cleaning metals.

 Use diluted hydrochloric acid in removing lime scale from sanitary ware.
 Use oxalic acid for removing stubborn water stains from hard floors and sanitary ware.
Laundry Aids

Laundry aids which are used as cleaning materials contain stiffening agents and fabric conditioners.

Polishes

Polishes are cleaning agents that are applied to a surface to form a hard protective layer and thus guard against
finger marks, stains, and scratches. They also create a pleasure shine on a hard surface.

Examples: metal polish, furniture polish, and floor polish

Alkaline cleaners

Alkaline-based cleaning agents are used in laundry and are particularly good for removing grease. Very strong
alkaline materials are known as caustic materials and are extremely corrosive and poisonous. They must be used
under strict supervision. The following are alkaline-based cleaning agents:

 Sodium carbonate (washing soda) is used to soften water and remove light grease marks.
 Sodium hydroxide (caustic soda) is used for removing grease from grills and blocked drains.
 Sodium hypochlorite (bleach) is used for whitening and removing stains from hard and soft surfaces.

Solvent Cleaners

These cleaning agents are used extensively for dry and for stain removal. They all have strong fumes and should
be used in a well-ventilated room. Solvents are useful for cleaning grease or polishing surfaces. Solvents will
evaporate so they are ideal for cleaning windows, mirrors, and picture frames.

Methylated spirits, turpentine, white spirit, and acetone are used for removing stains or hard and soft surfaces.

Floral seal

A floral seal can be solvent- or water-based. It is applied to a floor’s surface to form a semi-permanent
protective barrier to prevent dirt, liquids, grease stains, and bacteria from penetrating. It may last for up to five years
before replacement is necessary. Examples are:

 Oleo-resinous. It is clear solvent-based sealer used on wood cork and magnesite floors. It consists of oils,
resins, and solvents.
 One pot plastic. It is made up of synthetic materials. It is used on wood, cork, and magnesite floors.
 Pigmented sealers. These sealers contain color pigments which provide color and also strengthen the
sealers. They are used on wood, concrete, and stone floors.

Disinfectants

Disinfectants are used to kill harmful germs. Most disinfectants have a strong smell and therefore should be
used in recommended amounts in areas where germ control is required. Examples are:

 Phenol. It is used in dilute or concentrate solution to disinfect surfaces in hospitals.

 Halogen. Its elements chlorine and iodine may be used as disinfectants.

Abrasives

These are substances or chemicals that depend on their rubbing or scratching action to clean dirt from hard
surfaces. They are used to remove very stubborn stains of various surfaces. Examples are:
  Fine abrasives – jeweler’s (a pink oxide of iron used for shining silver).hard abrasives – sand paper, fine ash,
pumice stone, and steel wool are commonly used abrasives.

Water is not agent but it is very important in rinsing and finishing the final cleaning process. Use warm water
to dissolve detergent more easily.

Different Cleaning Chemicals: Use and Proper Dilution

1. All-purpose cleaner – this is used to clean all types of washable surfaces.

a) for glass panels and mirrors:

1:100 – one part of cleaner to 100 parts of water

To use: spray or Wipe. Then rinse and dry with clean cloth.

b) For steel, rubber, fiberglass, and Formica:

1:75 – one part of cleaner to 75 parts of water
To use: spray or Wipe. Then rinse and dry with a clean cloth.
c) For painted walls, surfaces, floors, and ceiling:
1:50 – one part of cleaner to 50 parts of water
To use: spray or Wipe. Mop, rinse, and dry with a clean cloth or mop.
2. Wax stripper or remover – this is used to loosen, break up, and trip off old waxes, finish, and sealers.
a. For stripping of polymer sealer or finish or heavy wax build up:
1:4 – one part of wax stripper to four parts of water
b. For unusual stripping of wash buildup on floor , corners, and edges:
1:0 – pure concentrated wax strippers

Useful Tips in Selection of Cleaning Agents

 Always use mild cleaning agents, as they are more pleasant to use and less likely to cause damage or injury.
 Strong smelling agents should be avoided due to their offensive smell which might cause harm to an
individual and the environment.
 Buy polishes in manageable amount to avoid wastage because it can evaporate and dry in a short span of
time.

Safe Use of Cleaning Chemicals

 Read container labels and follow directions.

 Make sure all chemical containers are not leaking or damaged.
 Label all chemicals correctly.
 Wear personal protective equipment at all times while handling chemicals.
 Do not mix chemicals.
 Do not sniff contents of containers.

Cleaning Tools

1. Dusters – materials for dusters are made of soft cotton, flannel, or artificial feathers. But the best material
for dusters is the ostrich-down because it attracts dust. Dusters are used for removing dust and for wiping
various surfaces. Care and maintenance of dusters for long use includes proper washing and drying after use.
The technique in dusting is to pull the feathers along the dusty surface, using a steady even stroke. Shake out
accumulated dust form the feathers by tapping the duster against your ankle every once a while. The dust
then settles to the floor, where you can later vacuum it away.
2. Dustpans – used to collect dust and dirt with a help of a broom. Dustpans are made of either plastic
materials or metal, which must be cleaned after use before storage.
3. Mops – useful tools in wiping dirt and dust from the floors. Mops are usually made of thick, loosely woven
cloth. After use, mops should be washed with soap and water and squeezed to dry. Mops come in various
sizes for specific purposes, below are examples of mops.
4. Brooms – used in sweeping dirt and dust from the floor and other areas that need cleaning. It may be made
from man-made materials like plastic or from natural materials like the soft broom (walis tambo) made form
tiger grass and the thick broom (walis ting-ting) made from spine of dried coconut leaves.
5. Bushes – designed with different sizes and shapes for specific cleaning purposes. After use, brushes should
be washed with soap and dried in the sun to last longer. Below are the types of brush used in housekeeping: