Housekeeping Study Notes

THE MAID CART
- giant tool box where all the supplies needed

3 Shelves:
 lower two shelves are for stocking linens
 top shelf is used for stocking supplies
 Heavier linens are placed on the lowermost
 lighter ones are on the top shelf
- The cart contains two bags: one for collecting soiled linens and the other one for collecting garbage.
- storage space for vacuum cleaner and a hand container or caddy
- The top of the cart is designed to have partitions for amenities and amenities
- Each maid, after receiving her room assignment, should check her supplies
* The top tray should be arranged with the ff guest supplies:

Room Bathrooms
Water tumbler Gargle tumblers
Service Directory shoe mitts
“Do-not-Disturb’’cards soaps/ soap dish
Guest stationery toilet rolls
ball point pens toilet tissues
Bibles/Gita/Koran Shower caps
Ash trays soaps suds
Match boxes shampoo bottles
Laundry forms and laundry bags Disposable bags
Clothes hangers Vanity kits
Candle stands Vanity display baskets
Scribble pads
* The lower shelf of the cart is used to carry heavier items like mattress protectors, bed sheets and night spreads. The middle and top
shelf stock pillow slips and bath linen.
* Cleaning agents are kept on the top tray for easy access.
Consideration for selection of a maid cart

- consideration is given to it being lightweight to ensure easy mobility by the maid
- wheels of the cart must be of sturdy construction and should be oiled well
Setting Up Maid’s Cart or Trolley with Cleaning Materials
- bed sheets should be placed in one shelf, towel in another shelf, and bathroom amenities should be in a 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 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.
- Hand caddies: Also called 'cleaners' boxes', They consist of a box with a handle and fitted tray. They are used by room attendants
for carrying cleaning supplies from room to room for guestroom cleaning.
- Cleaning supplies should be kept in a separate hand caddy
STEPS IN SEETING UP MAID’S CART OR TROLLEY
Preparation
1. Get all items ready
2. Get assignment sheet 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. Record all the needed items loaded on the cart on the room assignment sheet.
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 at the middle shelf the bathroom linens like bath towel, face towel, and hand towel.
3. Place on 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.
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 are
locked.
Conducting Room Check, Turndown and Make Up beds

- are essential activities of the standard cleaning and maintenance protocol in hotels. The objective is simply to maintain cleanliness
and orderliness of guest rooms at all times, whether occupied or awaiting for occupancy.
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
Making up beds involves fully remaking the bed with fresh linens and arranging pillows and blankets neatly.
Guest Room check is part of the standard tasks of housekeeping staff. In some hotels, the floor or area supervisor is the one who
performs routine room check every morning for all guest rooms
These are the common procedures in conducting room check:

 Room with DND (Do Not Disturb) sign .
 Room without DND sign and no guest inside.
 If the guest is in the room and there is no DND sign.
Turndown service or evening service is one of the most important services provided by housekeeping department
Make up beds - Bed making is a task that needs to be done using a standard procedure to ensure consistency
Common procedures on changing or making up bed:

Conducting room checks, turndown, and making up beds
 Strip the bed
in housekeeping are crucial for several reasons:
 Check for stains or damages
1. Guest Satisfaction:
 Remake the bed
2. Hygiene and Health:
 Miter the corners of the bed 3. Image and Reputation:
4. Operational Efficiency:
5. Revenue Generation:
Taking and Handling of Guests' Housekeeping Requests
- Handling guests' housekeeping requests involves swiftly addressing their needs for a clean and comfortable stay.
Taking Requests and Handling Complaints from Guest Tips in Handling Guests Request
1. Not arguing 1. Handle all guest requests within ten minutes.
2. Listening and understanding 2. Use proper door knocking standards when arriving at
3. Documentation the guest's room.
4. Apologizing 3. Be prepared to handle situations like angry guests
5. Understanding guest expectations when you arrive at the room.
6. Recording time
7. Rectifying situation
8. Informing manager
9. Handling complaints with empathy
10. Notifying higher authority
11. Guest Call Register
12. Repeat request back to guest
TYPES OF HOUSEKEEPING AND F.O FORMS

- it serves as evidence in a specific incident, situation, and happening.
- contained reports can be used to make very important decisions that affect the establishment
Housekeeper should be knowledgeable in filling out housekeeping forms includes:

 Housekeeping daily assignment checklist
- record the task done during shift.
- also help plan their work
- list down the time have entered and log in their time out
- list down before and after service
 Maintenance request form

- used whenever there are problems, reported by the guest
 Housekeeping work order form

- used when the requests for work to be done
 Guest room cleaning checklist

- used by supervisor to check, on a daily basis
- is to establish a set of procedure; ensure no defects or any missing amenities
 Stock requisition form
 Lost property report

- to keep track of records for lost and found item
 Housekeeping status report
- prepared by housekeeping department and handed down to the front desk to give update
Handling of Clients' Queries

Tips of Handling of Clients’ Queries
1.) Active Listening - Pay full attention to the client's query without interrupting. Let them express their concerns or questions fully.
2.) Clarification - If you don't fully understand the query, ask clarifying questions to ensure you grasp the issue accurately. Paraphrase
their query to confirm your understanding.
3.) Provide Information or Solutions - Offer accurate and relevant information to address the client's query.
4.) Stay Calm and Professional - Maintain a calm and professional demeanor, even if the client is upset or frustrated. Avoid becoming
defensive or argumentative.
5.) Offer Alternatives - If the client's request can't be fulfilled exactly as requested, offer alternative solutions or compromises that
meet their needs as closely as possible.
6.) Seek Feedback - Encourage clients to provide feedback on their experience with your support or service.
Useful Tips in Answering a Call
 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 the conversation politely.
COMON PROBLEMS RELATED TO HOUSEKEEPING AND WAYS OF HANDLING THEM
LIST OF COMMON PROBLEMS RELATED TO HOUSEKEEPING
NOISE COMING FROM OTHER ROOMS

ROOMS NOT CLEANED PROPERLY
ROOMS LACKING AMENETIES
EQUIPMENT MALFUNCTION
LAUNDRY ERROR
Theft Complaint
Communication problems with Hotel staff
Unusual items visible During Room serving
SHARON GLANCY is the training division of People’s 1st which runs a range of training courses in hospitality, leisure, travel and
tourism industries. recommends handy acronym LAST (Listen, Apologize, Solve, Thanks)

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THE MAID CART

- giant tool box where all the supplies needed

* The top tray should be arranged with the ff guest supplies:

Consideration for selection of a maid cart

Setting Up Maid’s Cart or Trolley with Cleaning Materials

Tips in Setting up a Maid’s Cart

Conducting Room Check, Turndown and Make Up beds

These are the common procedures in conducting room check:

Common procedures on changing or making up bed:

TYPES OF HOUSEKEEPING AND F.O FORMS

Housekeeper should be knowledgeable in filling out housekeeping forms includes:

 Maintenance request form

 Housekeeping work order form

 Guest room cleaning checklist

 Lost property report

Handling of Clients' Queries

Useful Tips in Answering a Call

 Answer the phone within three rings.

COMON PROBLEMS RELATED TO HOUSEKEEPING AND WAYS OF HANDLING THEM

LIST OF COMMON PROBLEMS RELATED TO HOUSEKEEPING

NOISE COMING FROM OTHER ROOMS

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