Chapter 1

Introduction to Hotel Housekeeping

The word
“house” is referred to the hotel while
“keeping” is for clean and orderly
maintenance.
 Two types of Housekeeping
• Domestic housekeeping applies to housekeeping maintenance at
home where the mother is usually the one in-charge in
maintaining its orderliness.

• Institutional housekeeping refers to housekeeping maintenance

in commercial lodging establishments such as hotel, motels,
resorts, etc.
 Different areas of responsibilities in
Housekeeping
• Guest rooms
• Hallways
• Locker rooms
• Stair/Stairways
• Restrooms
• Parking areas
• Poolside
• Concessions or leases
• Lobby
• Landing areas
• Elevators
• Offices
• Windows
• Driveways
• Garden
• Restaurants, public or function rooms
 Housekeeping Department Functional Chart
Linen and Laundry
Room Section Public Area Section Property Admin Section
Section
Maintain cleanliness and Maintain cleanliness and Maintain cleanliness and Maintain cleanliness and
orderliness of the orderliness of the public orderliness of linen & orderliness of
guestrooms & floor areas. areas. laundry areas. housekeeping storage
areas.
Provide all the guest Provide all the public area Provide linen & laundry Provide all room & public
supplies & amenities to supplies and amenities supplies to the rooms & area attendants with guest
standard set up. according to standard set public areas. supplies, amenities,
up. furniture & appliances.
Conduct inventory and Conduct inventory & Consolidate reports of Consolidate reports of
report breakages, report breakages, damages linen supply inventory, guest supply consumption,
damages, & missing items & missing items (like damages & losses as inventory of appliances,
(like linen, appliances, linen, appliances, reported by the room & furniture & fixture and
furniture, & fixtures) in furniture & fixture) in the public area attendants. summarizes reports on
the guestrooms. public area. damages and losses as
reported by the room &
public area attendants.
Perform other task related Perform other task related Perform other task related Perform other task related
to Customer Service, to Customer Service, to Customer Service, to Customer Service,
Safety & Security and Safety, Security & Health Safety, Security & Health Safety, Security & Health
Health Concerns in rooms Concerns in public areas. Concerns in laundry & Concerns in storage &
area. linen area. office area.
Generic Housekeeping Organizational Chart
Executive Housekeeper

HK Coordinator

Supervisor

Public Area Linen & Laundry Property Custodian

Room Attendant
Attendant
 Executive Housekeeper

HK Coordinator

Supervisor

Housekeeping Attendant
(Multi-tasked)
Executive Housekeeper – head of the housekeeping department and ensures that
set standards and procedures are maintained and achieved at all times.

Supervisor – translates the Executive Housekeeper’s policies, procedures and

standards into practice by communicating them to all the Housekeeping staff and
ensure that they actualize them at the grass root level of operations.

Room Attendant – formerly known as Chambermaid, housemaid or room maid.

Public Area Attendant – maintains the general cleanliness of the hotel specifically
the entire public areas like lobby, restaurants, banquet space etc.

Linen and Laundry Attendant – responsible for sorting, counting, and issuing
newly laundered linens and uniforms and segregation of defective linens for repair
or condemnation (linens that are unfit for use).

Property Custodian – ensures cleanliness and orderliness of Housekeeping storage

areas and provides staff with necessary supplies, amenities and appliances needed
by the guest.
Chapter 2
Housekeeper’s Profile
 The Housekeeper must posses the following
classifications:
A. Physical Attributes. It refers to the built, energy level and active function of the
senses.
Proper grooming and hygiene includes the following:
1. Wear
2. Shower or bathe and use deodorant daily
3. Maintain good dental hygiene
4. Keep hair clean and controlled
5. Keep fingernails trimmed and clean
6. Comply with properly standards and accepted use of cosmetics and jewelry
7. Wash hands often
8. Maintain good posture

B. Educational Background. The Housekeeper possesses a college educational

level or an average intelligence level.

C. Personal Characteristics. The Housekeeper must posses positive personal

characteristics so he/she can behave well in his work.
Housekeepers must always show professionalism above all at all times. To be a
professional, the following must be followed:

1. Do not let personal problems affect job.

2. Maintain good personal and professional working relationships.
3. Use self-control when handling interpersonal conflicts.
4. Avoid gossip.
5. Stay calm during periods of increased activity.
6. Take initiative.
7. Learn from previous experiences and change behavior accordingly.
8. Work well without supervision.
9. Maintain company’s standards.
 Chapter 3
Housekeeping Areas in the Hotel
 Major areas of Housekeeping department
1. Public Area
• Hotel Lobby Area
• Front Desk Reception Area
• Restaurants and Function Rooms
• Lounge Areas
• Business Center and Boardrooms
• Health Club Facilities and Spa
• Hallways and Elevators
• Comfort Rooms
• Medical Clinic and Offices
2. Floor Area
• Guestrooms
• Hallways
• Housekeeping
• Pantries
• Elevator Lobby
• Floor Back Stairs
3. Perimeter Area
• Parking Area
• Swimming Pool Area
• Garden Area
• Perimeter Sidewalk
• Walk ways
• Drive thru Pavements
 Public Areas

Restaurant Reception Health Club Facilities

Function Room Boardroom

 Floor Area

Guest room Hallway

Elevator Lobby
 Perimeter Area
Patio

Garden area with swimming pool

Chapter 4
Housekeeping Standards
 Standards of Housekeeping
1. Housekeeping Areas are totally clean.

2. All the amenities in the place are complete.

3. All facilities, appliances and furnishings are in good working conditions.

 Occupational Standards
A. Professionalism as hoteliers, it is right for all housekeeping staff to
show professionalism any time of the day in any part of the hotel.

1. Follow House Policies

2. Follow legislation related to job.
3. Understand Chain of Command.
4. Be a team player.
5. Follow guidelines for accepting gratuities.
B. Guest Relations as members of the hotel, it is the housekeeper’s responsibility to
sell the goods and services of the hotel to the guest by providing quality service and
providing efficient guest relations.

1. Provide information about property.

2. Provide information about community.
3. Demonstrate use of guest room features.
4. Lend and retrieve property’s equipment.
5. Handle complaints
6. Protect Guest’s privacy.
Chapter 5
Principles of Cleaning
 Types of Dirt
Dirt is what we remove or clean in every area.

Dust is the basic source of dirt. When this particles are mixed with water and
oil, it becomes soil. When patches of soil dry and oil, it becomes a stain.
 Cleaning Elements
• Time combines with all other elements of cleaning.
• Mechanical Action (i.e. wiping with rag or scouring with pad or brushing
with toilet brush or sweeping with broom, etc.), it will take time to remove
the dirt.
• Chemical Action to dirt requires time to take effect or react to the dirt.
• Temperature shall be required to effectively complete the cleaning
process.
 Cleaning Methods
• Air cleaning
• Wet and dry surface cleaning
• Washing of textile materials
• Waste segregation
• Disposal
 Different types of Dirt on the Carpet
SPOTS TREATMENT
Mud 1. Leave to dry
2. Brush off
Coffee, Tea 1. If fresh, use warm water, dry well
2. If old, use water and carpet shampoo; sponge with
foam, wipe with clean cloth.
3. Dry well
Alcoholic Beverages 1. Wash with warm water and detergent
2. Rinse well
3. Dry
Urine 1. Sponge with salted water.
2. Follow with solution of weak ammonia (2tsp
ammonia & 2 cups water).
3. Rinse well
4. Dry
Chewing Gum 1.Scrape of excess.
2. Put ice on top of the gum
3. Scrape off when frozen.
Grease 1. Absorb excess with cloth
2. Wash with water and detergent
3. Rinse well
4. Dry
Candle Wax Shoe Polish 1. Scrape off excess.
2. Use warm iron and absorbent paper.
3. Apply kerosene if needed.
4. Use carpet shampoo if needed.
Ink 1. Mop as quickly as possible to prevent from
spreading.
2. Wash with warm water and detergent.
3. Treat the spot with weak acid – vinegar.
4. Rinse with cold water.
5. Dry with cloth.
 Chapter VI

Types of Cleaning
 General Cleaning
• It is done for vacant rooms wherein deep cleaning is needed to
restore and maintain its original beauty.
1. Stripping of all washable room linen, curtain , cushion covers,
and carpet in the room.
2. Cleaning of ceiling .(vacuuming)
3. Door, walls , and window Cleaning.(dusting , Washing
Vacuuming)
4. Cleaning of furniture, fixture and appliances.(vacuuming,
shampooing, dusting , brushing, polishing)
5. Floor cleaning.
6. Setting-up the room according to the standards.
 Regular cleaning(check-out)
• It is done when the guest is check-out so that the room can be
sold again.
• 1. Draw the curtain open.
• 2. Adjust the temperature of the air conditioning unit.
• 3. Remove service trays (if there is any)
• 4. Stripping of trash and soiled linen.
• 5. Bedroom Cleaning ( bed making, dusting, vacuuming)
• Empty waste basket
• 6. Bathroom Cleaning (disinfecting, washing, scrubbing, rinsing,
drying)
• 7. Kitchen Cleaning (washing, rinsing, drying, dusting,
vacuuming, mopping)
• 8. Living Area Cleaning (dusting, vacuuming)
• Ashtray emptied and washed
• 9. Dining Area Cleaning (glass cleaning, dusting, vacuuming,
mopping)
• Wash and dry drinking glasses
• Clean thermo jug
 Make-up Room
• It is done to occupied rooms if a guest has requested cleaning,
either early or late service.
1. Knock first before entering.
2. Stripping of trash and soiled linen.
3. Bedroom Cleaning (bed making, dusting, vacuuming)
• Dust door frame
4. Bathroom Cleaning (disinfecting, washing, scrubbing, rinsing,
drying)
• polish mirrors
• replenish guest supplies
5. Kitchen Cleaning (washing, rinsing, drying, dusting, vacuuming,
mopping)
6. Living Area Cleaning (dusting, vacuuming)
7. Dining Area Cleaning (glass cleaning , dusting, vacuuming,
mopping)
• Refill thermo jug
8. Setting-up the room according to standard
9. Check if everything is in order
10. Turn of all lights
11. Draw back curtains
 Night Turn Down Service
• An activity of an evening room attendant done from 6:00pm –
9:00pm.
• Turn down the bed (detailed procedure is discussed in Chapter 9)
• Light a lamp near the bed
• Close window curtain
• Tidy up the bedroom and bathroom
• Replenish the amenities in the bathroom
• Clear the tables in the living and dining areas
• Clear the dishes in the kitchen sink
 Chapter VII

Hotel Amenities
 Public Area
• A. Bathroom Paper Products
• Toilet Tissue • Facial Tissue
 Liquid Hand Soap
In public areas, hotels prefer to use liquid hand soap compared to
cake soap for easy maintenance and more sanitary reason.
 Compendium
A comprehensive compilation of all the facilities and services being
offered in the hotel which may also contain envelope, stationary,
ball pen, post card and guest comment form.
 Bath Rug
Bath mat
• 20” x 30”
• To protect guest from cold floor and to avoid slips
 Bath Linen
A. Bath Towel – 24” x 50” (large)
• 20 “ x 40” (standard)
B. Hand Towel – 16“ x 26”
C. Wash Cloth – 12“ x 12”
 Bed Spread/Bed Cover
• To add beauty to the best and keep the linens from becoming dirty.
 Blanket
• Acts as insulator to keep the body warm.
 Bed Pad
• Used to protect the mattress from all types of stain.
 Pillow Case
• Covers the pillow and adds beauty to the bed.
• 20” x 30” (standard)
• 20” x 40” (large)
Toothbrush Toothpaste

Razor/Shaver Cake soap - 1 per occupant

Cotton buds Shower cap

Shampoo/Conditioner/Lotion Hair dryer

 Bathroom Paper Products

Facial tissue

Tissue roll

Sanitary bag
- for sanitary napkins and hygiene
disposal
 Kitchen and Dinner Ware
Ice Bucket Coffee Maker

Thermo Jug Cup & Saucer

Drinking Glass Teaspoon

Others

DND Sign
–Hanged in the doorknob outside
the room to inform everybody
especially housekeepers that the
guest doesn’t wish to be disturbed

MAKE UP MY ROOM
SIGN
-Hanged in the doorknob outside
the room to inform the
housekeepers that the guest wishes
his room to be serviced
Slippers Umbrella

Mini ref Television

Iron and Iron board Bible

Laundry Bag Trash Bin

Hangers Other amenities:

Astray
Sewing Kit
Matchboxes
Guest comment form
Shoe mitts
Tent card
 Chapter VIII

Cleaning Tools and

Equipment
Maid’s Cart
• Used to stock a given number of linen, equipment and supplies
to service an allotted number of rooms.
Arrangement of Articles in the Maid’s
Cart
• Lower Shelf – carries heavier item like bed
pad, bed sheets, and bed spread.
• Middle and Top Shelf – pillow slips and bath
linen.
• Top tray – guest supplies such as matches,
laundry bags and forms, sewing kits, ball pen,
guest stationary, soaps, shampoo bottles, toilet
tissue, and toilet rolls and shower caps among
others.
 In stocking the cart, pointers are to be followed
such as:

a. Keep cart and caddy tidy.

b. Place supplies in designated areas on cart.
c. Do not overload cart.
d. Ensure adequate supplies are on cart and in caddy.
e. Restock cart and caddy at end of shift in order to
prepare for next shift.
B. Cleaning Tools

Hand Brush – for

brushing dusts from
surfaces.

Cleaning Cloth – for

dusting surfaces and drying
up bathroom walls and
floor tiles.
 Sponge - for cleaning
painted surfaces, tiles and
glass mirrors to avoid
being scratched.

Scouring pad – for

scrubbing purposes
Shoe Polish Brush – for
cleaning shoes making it
shine.

Cobweb Brush – for

cobwebs and dirt found in
hard to reach areas like
ceiling.
 Long Handled Broom –
for sweeping dust and dirt.

Feather duster – for

dusting away dirt in lamp
shades, tables, sofas, etc. it
does not scratch surface.

Mop Head – for mopping

purpose
Toilet Bowl Brush – for
cleaning toilet bowls.

Garbage Bag/Liner –
used to underline garbage
cans/waste baskets to
contain waste.

Plunger – for toilet bowls

 Gloves – protect and comfort
hands against cold or heat,
damage by friction, abrasion or
chemicals, and disease; or in
turn to provide a guard for what
a bare hand should not touch.

Warning Sign – Informs guests

if floor is slippery or if a
cleaning activity is happening.

Dust Mask – protects the

housekeepers from inhaling too
much dust or odor from
harmful substance.
Eye Goggles – eye protection
for housekeepers when using
harmful chemicals.

Sprayer

Mop Bucket with Wringer –

use to squeeze out excess water
when mopping.
 Maid’s Caddy – used to store cleaning
chemicals and supplies especially when
cleaning the bathroom.

Shoes/Boots – protects housekeeper’s feet

especially during floor treatment activities.

Squeegee – used to clean mirrors and

glasses to avoid stains and in removing
excess water from surface to dry up fast.
Garbage Bins/Receptacles – for waste
management

Dust Pan and Hand Brush – for

removing small amount of dirt from table
tops, carpets or hard floors.

Tongs – used to pick up dirt particles with

the help of gloves.
Dustpan – used in picking
up swept dirt and dust.

Utility Mop - used in

keeping floors free from
dust particles only. It may
not remove difficult stains
and spots.
 Bucket – used to store
water or when cleaning
floors, walls, etc.

Floor Pads – placed under

the floor polisher/scrubber
used to make the floor
shiny and glossy.
 C. Cleaning Equipment

Upright Vacuum Cleaner

– used to clean soil and
dust particles from hard
and carpeted floors.

Wet and Dry Vacuum

Cleaner – a type of
vacuum cleaner used
vacuum wet and dry
surfaces.
Carpet Sweeper – a non-
electric generated
equipment used to pick up
dirt in carpeted floors.

Polisher – used in
scrubbing and polishing
hard surfaces. Polishing is
done depending on the
frequency of use of the
floor.
Extractor – shampoo and
extracts dirt trapped in
carpets.

Hamper Cart – where

soiled linens are placed.

Ladder – an aid in
cleaning for hard to reach
areas.
D. Cleaning Chemicals

Powdered Detergent – for

washing laundry purposes.

Bleach – for laundry

purpose which aids in
maintaining the sheets
white.
Disinfectant – used to
destroy disease-carrying
microorganism.
 Deodorizer – eliminates
foul odor and maintain s an
odor-free environment; it
counteracts stale odor.

Degreaser – used to
remove grease, oil and the
likes.

Metal Polish – used to

polish metal fixtures
Sealer – for floor cleaning
purpose

Stripper – for floor

cleaning purpose that strips
off old applied waxes.

Softener – helps maintain

linens and clothes soft
Window Cleaner – used
for window washing to
keep it free from water
stain and other dirt.

Marble Polish – polish

marble surfaces

All Purpose Cleaner

(APC) – most versatile of
all cleaners because it can
be use for all types of
cleaning.
 Other cleaning chemicals used in
housekeeping:
1. Ammonia – softens hard water and emulsifies
grease.
2. Methylated Spirit – a type of alcohol used to
remove grease stains.
3. Wood Polish – polish wood surface, leather and
imitation-leather surface.
4. Insecticides – for fumigation process
5. Muriatic Acid – a very strong chemical used in
removing cement and too stains.
6. Drain Cleaners – a declog drains
 Tips in using cleaning products and tools:
1.Use products properly.
• follow instructions
• prevent waste
2. Be sure that cleaning tools are in good condition before use.
3. For vacuum Cleaner:
• check bag and filters daily; replace if required
• check cords for fraying
• check plugs for loose connections
• check handle carefully to prevent damage
• use even strokes to cover entire area
• start vacuuming at furthest point from exit
• avoid hitting furniture and baseboards
• look for and pick up small items with your hands, not with
vacuum cleaner
• use appropriate attachments for surfaces
- crevice tool for ledges, corners, and furniture corners
- small brush for furniture, upholstery and
drapes
- floor brush for hard-surfaces floor
- power nozzle for carpets
• clean vacuum cleaner
• report problems to maintenance department
4. For Step Ladder:
• place on level, stable surface
• open and lock into position
• move ladder closer to object rather
than extending reach
5. For Toilet Bowl Brush:
• use only on inside of toilet bowl
• swish around bowl
• ensure upper rim of bowl is cleaned
• store in caddy

6. For Push Mop (dry dust mop):

• clean mop head
7. For Floor Mop (wet mop):
• clean after use
• rinse with disinfectant
• squeeze out excess water
• hang to dry
8. For Dusters:
• cover areas with strokes in one direction
• clean after use

9. For Cleaning Buckets:

• label buckets and use for specified duties only
• check that water temperature is not too hot
• do not overfill (at least ¾ full only)
• clean after use
10. For Rags and Sponges:
• use clean, damp rag for dusting
• have separate sponges/rags for cleaning
bathrooms
• do not use sponges/rags used on toilets
on any other surfaces
• clean after use (wash and allow to dry)
11. For Gloves:
use proper gloves for various tasks:
• disposable gloves for stripping beds
• heavy duty gloves for toilets
• industrial strength gloves for
handling hazardous materials such needles
• wash and disinfect reusable gloves
after use
12. For Spray Nozzle Bottles:
• use only for products authorized by
property
• label accordingly
• rinse nozzle before re-filling
• check for leaks or cracks
• replace if needed
 Chapter IX

Cleaning Procedures by
Area
 Before the cleaning activity happens,
housekeepers must begin and end the shift
systematically. In this way, a smooth working
conditions will be followed and effective
cleaning activities will be implemented.
1. Begin and end shift systematically.
a. At the beginning of the shift:
• Sign in
• Sign out required keys/key card
• Pick up room assignments and
requests
• Check for special assignments and
requests
• Pick up supplies
b. At the end of the shift:
• Return room assignment sheets
• Log maintenance that has not been attended to
• Note discrepancies
• Return unused supplies
• Restock cart for next shift
• Sign in keys/key cards
• Sign in lost and found items according to house policy
• Sign out, e.g., use punch clock, fill in time sheet
• Check schedule before leaving, e.g. for changes and
assignments
2. Prepare Cart
3. Stock linen room
a. Sort and Store:
• Linens by type and size
b. Ensure par stock of supplies
c. Keep linen room orderly and clean
d. Note and report missing or damaged
linens or supplies
e. Turn off light and lock door when
leaving
A. Lobby
A lobby is a room or corridor that separates
the inside rooms of a building from the outside.
The lobby is the area that requires constant
cleaning, not only because heavy public traffic
marks its passage with trails of footprints,
cigarette butts and chewing gum candy
wrappers, but also because the appearance of
the lobby is all important if an institution is to
have favorable impact on new guest arrivals.
Equipment Needed in Cleaning the Lobby:
• Broom and dustpan
• Mop and bucket (can be substitute
with rag or sponge)
• All purpose cleaner
• Glass cleaner
 Procedure in Cleaning the
Lobby:
1. Swab any excess water from the floor using
dry mop, rag or sponge.
2. Sweep floor area, including matting or
runners.
3. Mop floor area, including matting or
runners, if appropriate.
4. Clean glass area of doors on both sides,
working fro the top down.
5. Clean non-glass areas of doors. Pay particular
attention to fingerprints and smudges around
handles of the knob areas.
6. Polish knobs or handles.
7. Clean door tracks.
8. Make sure all mats and runners are laying
straight and flat. As final check, open each door
to ensure proper clearance bottom.
RESTAURANT AREA
A restaurant is a commercial establishment
that provides food and beverages to the guest.
The basic cleaning of restaurants rest with the
Housekeeping department and follows the
same cleaning standards with that of the lobby
area.
It is very important that housekeepers
assigned in cleaning this area works
cooperatively and has a good professional
relationship with the staff of the F&B.
 Some of the cleaning tool and
equipment needed are:

• Damp cloth
• Mop with mop bucket
• Detergent
• Broom and dustpan
• Disinfectant
 Since F&B are the main products being
offered so cleanliness is a must. The following
are the points to remembering cleaning the
restaurant:
• Legs of chairs and tables must be thoroughly
wiped daily.
• Floors should be maintained clean and non-
greasy.
• F&B service equipment like trolys and carts
should be inspected paying particular attention
to wheels.
• Walls should be sponged.
• Electrical outlets should be inspected.
• Stage and bandstand, if any, should be
inspected and cleaned.
• Lighting fixtures and bulbs must be inspected
for maintenance.
• Furniture must be checked for breakage and
tears.
 FUNCTION ROOM
Complete cleaning a schedule for daily
cleaning of all function rooms should be
prepared and assigned to appropriate
personnel. These cleaning schedules will
include the procedure for daily inspection and
cleaning, if required, of walls and ceilings,
lighting fixtures, draperies, pictures, lamps and
furniture, paying special attention to the legs of
all chairs and tables and to the bases of floor
lamps.
 PUBLIC AREA COMFORT
ROOM
Public restrooms and employee
washrooms cleaning is quiet different from
cleaning guest bathrooms. For one thing, it
must be done more frequently, I some cases,
every hour because the public may, in a brief
time, make the room very unpleasant for the
subsequent user or actually damage the
plumbing equipment. The chores involved
should be carefully thought out and delineated
for maintenance workers.
 Equipments needed in cleaning the
Public Restrooms
• All purpose cleaner
• Clothes and sponges
• Glass cleaners
• Bowl brush
• Supplies for paper, tissue and dispensers
• Broom and dustpan
• Mop and bucket
 Procedures I cleaning the Public Restrooms
1. Check status and restrooms
a. Knock firm on the door and say
“housekeeping”. If no answer is heard, knock
again and repeat “housekeeping”
b. Wait a second time for response. If you still do
not receive a answer, open the door slightly
and repeat “housekeeping”.
c. If the washroom is occupied, excuse yourself
and close the door.
2. Flush toilets and urinals. Apply cleanser
around, under the lip of the bowl and around
under the rim and drain holes of the urinals.
Let cleaner stand while you attend to the tasks.
3. Empty trash containers. Replace
wastebasket liners.
4. Empty and clean ashtrays in sink and in
individual stalls.
5. Clean sinks and countertop areas.
a. run warm water into sink. Add the correct
amount of cleaner.
b. clean the countertop area.
c. clean the sink. Remove drum trap and clean.
d. clean sink fixtures. Polish dry to remove
water spots.
e. wipe countertop areas dry.
f. dust and clean any exposed piping under the
sink.
g. clean the mirror with glass cleaner.
6. Clean toilets and urinals
a. scrub the inside of the toilet or urinal with
the bowl brush. Flush.
b. using a clean rage for each unit, clean
exterior surfaces from top to bottom.
c. wipe dry all exterior surfaces. Polish
handles.
7. Clean partitions between stalls.
8. Clean washroom walls and fixtures.
9. Restock dispensers for toilet paper towels
and soap. Dust and polish dispensers to
remove any fingerprints or smudges.
10. Clean the floor
a. Sweep all exposed floor areas. Run edges
with broom along baseboards.
b. mop the floor with warm water and
appropriate cleaning solution.
c. Rinse floor using hot water; wring mop
frequently.
d. Dry mop floor.
11. Make your final check
visually scan all areas of the public
restrooms for areas you may have overlooked.
Smell the air for any unusual odors.
Reassemble cleaning supplies and close the
door.
 Guestroom according to the type of
bed:
1. Single Room – a room with a single bed
2. Twin Room – a room with two twin or
two single beds
3. Double Room – a room with one double
bed
4. Double-double Room – a room with
two double beds or two queen beds.
5. Triple Room – a room usually with one
double bed and a roll away bed or two
single beds and a roll away bed.
6. Quad/Quadruple Room – a room with
twin beds and two roll away beds.
7. Queen Room – a room with a queen-
sized bed for single or double occupancy.
8. Family Room – a room with one double
bed, with one or more single beds.
9. King Room – a room with a king-sized
bed.
 Guestroom according to price, lay-out
and facilities:
1. Economy – a room that is economically priced normally
without standard facilities like air conditioning unit and
television set.
2. Standard – a moderately-priced room equipped with standard
facilities like air conditioning unit and television set with the
addition of guest amenities like the toiletries.
3. De Luxe – a higher-priced room
compared to standard that is more
spacious and has amenities of superior
quality.
4. Studio – a room with a sofa cum bed.
5. Connecting Room – two rooms with an
interconnecting door which is ideal for a
family.
6. Suite – a room with one or more rooms
inside equipped with luxurious amenities
and is sold at a higher price.
 Types of Suites
1. Junior Suite – a room with a seating parlour and a bed.
2. Penthouse Suite – a suite located at the highest part of
property.
3. Executive Suite – a suite especially fitted for business
executives.
4. Presidential Suite – sometimes called ‘Chairman’s suite or
“Royal Suite.” The best and largest room in the hotel which
includes all the best amenities and services that can hotel
offer. It will always carry the highest room rack rate.
 Types of Beds
1. Single Bed – a bed which has a size of
36” x 75” , specifically made for one
person.
2. Twin Bed – a bed which has a size
of 39” x 75”
3. Double Bed – a bed which has a size of
54” x 75” that can accommodate two
individuals.
4. Queen Bed – a bed about 60” x 80”
5. King Bed – a bed which has a size of
78” x 80”
6. Roll Away Bed – a bed which normally
measures 34” x 75”
Single Room
Twin Room
Double Room
King Room
Economy Room
Junior Suite
Presidential Suite
 Guestrooms
Represent the main product housekeeping offers. This is
considered as the highest revenue-generating
department in the hotel which contributes around
70%-80% to the hotel’s revenue. A hotel’s purpose,
since the early inns is mainly to provide
accommodation to travelers. Investors put in a great
amount of money in creating comfortable and
luxurious rooms. As housekeepers, it is out
responsibility to maintain its original beauty even
after several days of providing comfort to the guest.
• The following is the sequence in
entering and cleaning the guest
rooms.
1. Enter Guest Rooms
a. Check room assignment sheet:
• Confirm room number
• Determine room status
• Note special requests
• Note guest name, if provided
b. Check door to see whether guest is ready
to have room made up.
• Return later if do not disturb sign or
night lock is on
c. Knock door with knuckles, not the keys
• Wait a moment and knock again if no
answer
d. Announce self as “housekeeping” and wait a
moment
• If guest answers say, “Sorry to disturb
you. This is housekeeping. When would you
like me to make up your room?”
• If guest would like room make up later,
record time when room should be cleaned.
• If no one answers, unlock door
• Open door carefully in case door chain is in
use:
•Contract supervisor if there is no sign of
guest and door is chained
•Enter room slowly saying, “housekeeping”, as
you enter
• If guest is in room but does not respond,
leave room
• If guest is not in room:
- Place vacuum cleaner and cleaning supplies in
room where they will not be tripped over.
- Place cart in front of guest room door to create
partial barrier or
- Keep door shut with room being serviced sign
on the door.
e. Call supervisor with problems.
f. Contact supervisor if unable to enter all
assigned rooms.
 2. Clean guest rooms

a. Turn on lights
b. Check for luggage
c. Remove:
• dirty items, ensuring that no guest belongings are in soiled
linen
• loaned items, if guest has checked out, or if informed that
guest has finished with items
d. Dispose of garbage carefully
e. Disinfect garbage area
f. Make beds
g. Clean bathroom(s)
h. Dust and check functioning of room features
i. Disinfect telephones and ice bucket
j. Look for items left by guests
k. Check furnitures for damage
l. If furniture is missing:
• notify supervisor
• indicate on assignment sheet
m. If extra furniture is in room, return it to proper place
• The following topics discuss about areas in
the guestroom, the cleaning equipment and
materials needed and how it is supposed to
be cleaned.
 A. Bedroom
1. Cleaning Surfaces
Furniture and fixtures in a guestroom come in different
surfaces and may be grouped into four categories:
a. Wood surfaces
b. Mirrors and Glass Surfaces
c. Metal Surfaces
d. Upholstery Surfaces
a. Wood Surfaces – can furniture, tabletops,
woodrones doors, hard floor surrounds.
b. Mirrors and Glass Surfaces – table tops,
looking glass, glass panels
c. Metal Surfaces – stainless steel, chrome
plating
d. Upholstery Surfaces – leather, suede, vinyl,
leatherette, fabric mixtures
• Cleaning the different surfaces requires special
type of chemicals but two most effective
cleansers are the all-purpose cleaners that
cleans, sanitizes and deodorizes at the same
time and the other one is an all purpose metal
and fiber glass surfaces that require high
polish.
1.1 Cleaning Wood Surfaces

You must remember that wood is

extremely absorbent so it requires some
kind of protective finish to prevent it from
absorbing moisture, grease and dirt to
make cleaning easier.
• Most hotel furniture is made of wood are either
coated with paint of the same appearance as
wood. It is maintained by dusting, wiping with
a damp cloth, or washing when necessary,
avoiding the use of strong alkalis and coarse
abrasives. Examples of furniture made of wood
are vanity table, coffee table, chairs, cabinets,
closets.
Supplies and Materials needed in cleaning wood surfaces
• rags
• APC (liquid)
• Sprayer

Steps in cleaning a wooden surface

• Spray APC lightly over the surface
• Wipe the top with a rag using a horizontal vertical motion
• Wipe sides and legs taking special care at crevices
1.2 Cleaning Mirrors and Glass Surfaces
Mirrors and glass may come in the form
of decorative tiles. It may be used as a wall
covering, as a looking glass or as table tops.

You will now practice cleaning a

mirror/glass surface. Remember that horizontal
surfaces are cleaned with a horizontal-vertical
motion while vertical surfaces are cleaned with
an overlapping circular motion.
 Assemble the following supplies and
materials:

• Damp chamois leather or lint-free cloth.

• Propriety cleaners or methylated spirit in
a sprayer.
Procedure in cleaning a vanity mirror

1. Spray methylated spirit on vanity mirror.

2. With a damp chamois leather or lint-free
cloth, start it from top to bottom using
an overlapping circular motion.
3.Polish with a dry lint-free cloth.
 1.3 Cleaning Metal Surfaces
Metal fixtures in guest room can be made of silver,
silver plated, steel, chromium, stainless steel, brass
and copper. To prevent corrosion, many metals require
a protective coating and this may be given by
anodizing, electroplating or the use of transparent
lacquers, plastics, nylon, enamel or other chemical
coatings and their appearance may then be maintained
by daily dusting or wiping with a damp cloth and
washing if necessary.

Metals are used in fixtures such as taps, bath handles,

baths, sinks, room numbers, shower fitments, etc.
• Supplies and materials needed in cleaning
metal surfaces:

• dust cloth
• metal polish for tarnished brass
• all-purpose cleanser in sprayer
Procedure in cleaning chromium tap, bath
handle or door knobs:

1. Dust/wipe dry using a dust cloth.

2. Wash fixture with liquid all purpose cleanser.
3. Pour small amount of metal polish in a clean,
dry dusting cloth.
4. Apply on the surface and wipe until it shines.
Chapter 10
Other Housekeeping Tasks
 Customer Service
Is the process of ensuring customer satisfaction with a product or
service.
Laundry operations are frequently outsourced in a hotel because
they are expensive in-house and more likely, because hotel
staff doesn’t have the necessary expertise.
 Lost and Found Procedures
“Lost & Found” is a term used in hotel if guests has misplaced or left
articles in the hotel.
LOST & FOUND PROPERTY prevention program dealing with loss of
guest’s belongings and loss of hotel property. It aims to control and
prevent it from becoming a costly problem in terms of:
a. Inventory
b. Supply
c. Guest relations
d. Insurance
LOST does not adequately describe all situations where a guest
property is missing. Instead, different circumstances happen
such as:

a.) Something has been temporarily mislaid during the guest

stay
b.) Something has been reported missing during the stay
c.) Property has been found after the guest departure
d.) When property has NOT BEEN FOUND but the guest ask
for it by communicating with the establishment after the
departure.
Procedure if an item has been Found
a. Inspection
b. Identification
c. Report
d. Record
e. Label
f. Store
g. Return to owner
Butler - is a senior servant in a well-to-do household.
- Is in charge of food service, wine, spirits, and silver,
supervises other servants, and may perform a wide array of
household management duties.

Butlers may also be titled Majordomo, Butler Administrator, Staff

Manager, and Head of Household Staff.
When You Arrive, the Butler Will…
• Ensure accommodation is ready.
• Greet you upon arrival.
• Process your registration in your room.
• Offer to unpack luggage.
• Offer welcome beverage.
• Offer complimentary pressing.
• Take note of any requirements guest may have on arrival.
During Your Stay, the Butler Will…
• Take room service orders for breakfast, lunch, and dinner.
• Handle your laundry, dry cleaning or pressing request.
• Liaise with housekeeping over servicing of suite.
• Offer to draw a scented bubble bath.
• Tidy your wardrobe.
• Ensure that your suite is maintained in perfect condition.
• Check and restock suite bar.
At Departure Time, The Butler Will…
• Offer to pack for you.
• Present your account in advance of check out.
• Arrange transport requirements.
• Coordinate luggage pick up.
• Escort you to the lobby.
• Check your suite for any items you might have forgotten.
Some fire prevention methods:
1. Stairs
Stairway is also the fire escape stairway. It is hazardous even
under the most favorable condition.
a. It is very vital to keep steps clean and free of oily
substances that might cause slipping.
b. Steps and rails must be kept structurally safe.
c. Passageways should be well-lit, clean and free of
obstruction and debris.
2. Fire Extinguishers may be rarely or never used. However,
when needed, its condition must be at top level. Hose, valves
and other apparatus must be inspected.

3. Fire Regulations should be printed, framed, and posted

adjacent to every extinguisher and in service landings and
personnel locker rooms.
4. Fire Detection System
a. Fire Alarm Systems – it should be tested monthly through
fire drills.
b. Smoke Detection Systems – It should be inspected
regularly to checked its condition.
c. Sprinkler Systems – This are located in ceilings of guest
room, public areas and other prone to fire.
 . Fire Doors – It seals off a section of the corridor affected by
fire.

6. Fire Drills – must be held monthly or bi-monthly to prepare

staff for a potential emergency.

7. Fire Protection Checklist – comes handy to ensure that all

areas are covered, inspected and taken care of.
Three classes of Fire
1. Class A – dry combustion materials like wood, textiles, paper, etc. High
percentage of water is needed.
2. Class B – inflammable liquids such as oil, grease petrol, chemical, etc.
3. Class C – electrical equipment and short circuits.
KEYS TO FIRE SAFETY IN HOTELS
A. When you check in your room:
1. Upon checking your room, get to know the location of all exits and
fire escape plan.
2. Familiarize yourself with the location of fire alarm call points in your
floor.
B. If you hear the fire alarm:
1. If it’s 1st alarm – remain alert and prepare yourself to
evacuate. If it’s 2nd alarm – leave the room immediately by the
nearest exit staircase.
2. Do not attempt to pack belongings
3. Do not use lifts or elevators.
 Guest Theft

Guest take hotel items as souvenirs or plainly because most of

the items in the hotel are useful at home. Bathrobes, towels,
linens and other small items like cups and saucers and
teaspoons if taken, are considered theft already.
 Employee Theft
Employees are the most tempted to get items from the hotel
since items are very useful at home and they are everyday
exposed to it.
 Bomb Threat
Hotel are one of the prime target of explosions by groups who want to
make a statement. Housekeeping personnel must be alert to any suspicious
object and suspicious looking person roaming around in the property.
 Security Procedures
1. Follow security procedures
a.) identify security problem
b.) Stay calm
c). Take appropriate action
d.) Do not discuss security matter with other guest or co-workers.
e). Provide information for incident report or logbook.
2. Provide security in guest rooms
a. Lock connecting doors between guest rooms when not
occupied by same party.
b. Close and lock windows and balcony/patio doors.
c. Check that peep holes in doors are not obstructed.
d. Never give guest’s which rooms are vacant or occupied.
f. Never show rooms to guest.
g. Never open room door for guest without verifying
identification.
3. Report discrepancies in room status
a. Identify discrepancies, for example: rooms occupied when
they should be vacant or rooms that should be occupied but are
not
b. Report to supervisor or switchboard/front desk if unable to
clean room or if any discrepancies are found.
c. Complete P.M. Report
Safety
Staff is always on the go to perform various tasks that are strenuous to ht
body. To reduce physical stress, the following are recommended:
1. Lighter equipment
2. Motorized equipment
3. Job rotation
4. Teamwork
5. Education and Training
Housekeeper’s Guidelines Towards Safety

1. Wear proper clothing

2. Be familiar with appliances and equipment before using them.
3. Use electrical appliances and equipment carefully. Ensure that
equipment are checked regularly.
4. Do not clean appliances or equipment that are not your responsibility.
5. Watch you step, particularly when cleaning tiles around the bathtub,
carrying supplies, or moving furniture.
6. Use step stool or step ladder when reaching for high objects.
7. Protect your back from injury.
8. Squat down to pick up objects on ground.
9. Watch for hazardous items when cleaning.
10. Be careful when handling garbage.
11. Lock garbage and linen chutes after use.
12. Check temperature of water before use.
13. Do not leave cleaning supplies unattended in cart.
14. Report to supervisor all injuries, no matter how small, and
areas that are unsafe.
15. Cover all weeping wounds with bandage.
16. Do not run o floor or stairs.
17. Push the cart with two hands from proper ends. Never pull it.
18. Do not overstock carts.
19. Try not to favor one side of body when performing task.
20. Pivot and move you body instead of overstretching your arms
when using vacuum.
21. Do not put mote pressure than necessary on hand when
cleaning with cloths or sponges.
22. Use foam nozzle instead of spray nozzles to avoid inhaling
products.
23. Prepare a safety manual that can be easily understand.
24. Post safety rules on walls and strategic points on the work
areas.
25. Reinforce safety rules in daily briefings.
26. Organize continuous safety training.
27. Include safety inspection in the supervisor’s daily cleaning
checklist.
28. Make sure that safety equipment and accessories are always
in stock.
29. Ensure that all waste disposal containers are leak proof and in
sanitary conditions.
30. Make sure that locker rooms have proper washing and shower
facilities.
Chapter 11
Laundry Operations
Laundry Operations Equipment
WASHER. For washing clothes and linens.
(Conventional Washing Machine)

(Industrial Washing Machine)

DRY CLEANING MACHINE. It removes stains and dirt from
fabrics using little or no water.
FOLDING MACHINE. Secures well the linen for the folder to
fold the linen more easily.
IRONING MACHINE. Flattens out linens to eliminate creases.
LAUNDRY BINS. Linens for laundry are sorted and placed in
each bin for batch washing.
DRYER. Sometimes called tumbler
SPOTTING MACHINE. A self-contained table that has all the
stain removers and steam gun for treating spots.
STEAM CABINETS AND TUNNELS. Eliminates wrinkles from
uniforms and linen.
STEAM PRESS. Table top press operated by hand or floor
version that is operated by foot.
HOT HEAD PRESS. Similar to steam press but with a hot iron
surface instead of a padded one on the top.
UNIFORM PRESS. Press that mounts uniforms to give shape
when pressing.
SHIRT AND JACKET PRESS. Similar to the uniform press but
specifically meant for shirts and jackets.
STEAM IRON. The age old iron used at home.
TRANSPORTERS. To carry the volume of laundry from one
machine to another or from the laundry to the linen and
uniform rooms.
Laundry Chemicals
Detergent Softener Stain Remover
Laundry Procedure
1. Soiled Retrieval
The linens are collected by laundry personnel and returned to the
laundry facility.

2. Soil Sorting
The retrieved linen is unloaded and sorted according to item type.
3. Washing
In this stage the laundry is actually washed.
*Five factors of Proper Washing
-Water quality
-Mechanical Agitation
-Time
-Chemical concentration
-Heat
4. Processing
The clean linen is dried, ironed and folded.

5. Packaging
The processed linen is prepared for delivery.

6. Distribution
Trained delivery people transport the clean linen back to the
customers.
Laundry symbol, also called as care symbol, is a pictogram which
represents a method of washing, for example drying, dry-
cleaning and ironing clothing.
 What Care Symbol
Written Care
Care Symbol and Instructions
Instructions
Mean

Machine Wash, Normal Garment may be laundered

through the use of hottest
available water, detergent or
soap, agitation, and a machine
designed for this purpose.

Machine Wash, Cold Initial water temperature

should not exceed 30C or
65 to 85F.

Machine Wash, Warm Initial water temperature

should not exceed 40C or
105F.
Machine Wash, Hot Initial water temperature
should not exceed 50C or
120F.

Machine Wash, Hot Initial water temperature

should not exceed 60C or
140F.

Machine Wash, Hot Initial water temperature

should not exceed 70C or
160F.

Machine Wash, Hot Initial water temperature

should not exceed 95C or
200F.
Machine Wash, Garment may be machine
Permanent Press laundered only on the
setting designed to preserve
Permanent Press with cool
down or cold rinse prior to
reduce spin.
Hand Wash Garment may be
laundered through the
use of water, detergent
or soap and gentle hand
manipulation.
Do not Wash Garment may not be
safely laundered by any
process.
 Bleach
Bleach When Needed Any commercially
available bleach product
may be used in the
laundering process.

Non- Chlorine Bleach Only non-chlorine, color

When Needed safe bleach may be used
in the laundering process.
Chlorine bleach may not
be used.
Do not Bleach No bleach product may
be used. The garment is
not colorfast or
structurally able to
withstand any bleach.
 Dry
Tumble Dry, Normal A machine dryer may be
regularly used at the
hottest available
temperature setting.
Tumble Dry, Normal, A machine dryer may be
Low Heat regularly used at a
maximum of Low Heat
setting.
Tumble Dry, Normal, A machine dryer may be
High Heat regularly used at a High
Heat setting.

Tumble Dry, Normal, No A machine dryer may be

Heat regularly used only at No
Heat or Air Only setting.
Tumble Dry, Permanent A machine dryer may be
Press regularly used only at
the Permanent Press
setting.
Tumble Dry, Gentle A machine dryer may be
regularly used only at
the gentle setting.

Do Not Tumble Dry A machine dryer may

not be used. Usually
accompanied by an
alternate drying method
symbol.
Do Not Dry A machine dryer may
not be used. Usually
accompanied by an
alternate drying method
symbol.
Line Dry Hang damp garment
from line or bar, in or
out doors.

Drip Dry Hang dripping wet

garment from line or bar,
in or out doors, without
hand shaping or
smoothing.
Dry Flat Lay out horizontally for
drying.

Dry In Shade Usually added to Line or

Drip Dry. Dry away
from direct sunlight.
 Wring
Do Not Wring Do not wring.
 Iron
Iron, Any Temperature, Regular ironing may be
Steam or Dry needed and may be
performed at any
available temperature
with or without steam is
acceptable.
Iron, Low Regular ironing, steam
or dry, may be
performed at Low
setting. (110C,230F)
Iron, High Regular ironing, steam
or dry, may be
performed at High
setting (200C, 290F).
Do not Iron Item may not be
smoothed or finished
with an iron.
Do Not Iron Item may not be
smoothed or finished
with an iron.

Dry Clean
Dry Clean Dry Clean, any solvent,
any cycle any moisture,
any heat.

Dry Clean, Any Solvent Dry Clean, any solvent.

Usually used with other
restrictions on proper
dry cleaning procedure.
Dry Clean, Petroleum Dry Clean using only
Solvent Only petroleum solvent.
Usually used with other
restrictions.
Dry Clean, Petroleum Dry Clean using only
Solvent Only petroleum solvent.
Usually used with other
restrictions.
Dry Clean, Short Cycle May be used with A, P,
or F solvent restriction.

Dry Clean, Reduced May be used with A, P,

Moisture or F solvent restriction.

Dry Clean, Low Heat May be used with A, P

or F solvent restriction.
Dry Clean, No Steam May be used with A, P
or F solvent restrictions.

Do Not Dry Clean Garment may not be

commercially dry-
cleaned.