SY 2020-2021

HOUSEKEEPING NC II
MODULE

LO2: Clean and prepare rooms for
incoming guests
Program Overview
The HOUSEKEEPING NC II Qualification
consists of competencies that a person must
achieve to prepare guest rooms, clean public
areas and equipment, provide housekeeping
services, provide valet services, handle
intoxicated guest, and laundry linen and guest
clothes to a range of accommodation services.

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 LO2
LO2
PROVIDING GUESTROOM SERVICE

Objectives:
At the End of this unit, students were able to:
1. Identify the role of room attendant;
2. Prepare for cleaning duties;
3. Make beds;
4. Clean bathroom;
5. Clean room;
6. Provide additional housekeeping services;
7. Prepare for next shift.

INFORMATION SHEET 2.1

IDENTIFY THE ROLE OF ROOM ATTENDANT

INTRODUCTION
The hospitality business that provides accommodation to their guests has Guest Room Attendants (GRAs).
GRA's performance of their duty plays an important role in ensuring guest's memorable experience and
satisfaction.

The nature of the hotel business suggests that rooms are occupied by different guests day after day. But each
time a guest enters the room, he/she expects the room to be thoroughly cleaned, safe, and comfortable. There
must be no evidence of the previous guest occupancy such as a single strand of hair, a droplet of water on a
surface or even a fingerprint.

Obviously, the primary function of the GRA is to ensure the cleanliness and maintenance of the guest rooms, as
well as the safety and security of the guest’s stay But more than this, they should also make sure that the guests
are satisfied with every request for services.

They must also be friendly and courteous to the guests, discreet in dealing, show product knowledge, and able
to handle guest requests and complaints.

Responsibilities of a Guest Room Attendant

Guest Relations
All employees, including the GRA, are supposed to greet guests cheerfully. Most of the time, GRAs work by
themselves and must use common sense to manage problems that occur without the supervision or help from
other staff.
If there is a complaint about a room, the GRA will take care of it.
Guest Safety
Part of the duties and responsibilities of the GRA is to ensure the safety of guests and their belongings.
Cleanliness
As discussed, the main responsibility of the GRA is to ensure that the room is clean and presentable.
Administration and Communication
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GRAs must know what rooms they are assigned to clean and in what order based on the room status report.
Administration and communication is an important aspect in ensuring that rooms are presented to the guests
clean and ready for occupancy.

Daily activities
Following is a list of activities a room attendant may be required to complete on a daily
basis. As you can see there are many activities a room attendant is responsible for in a
normal work shift, involving a wide variety of knowledge and skills.
Prepare for work
 Collect master keys
 Collect daily room allocation sheets
 Stock housekeeping trolleys
 Stock and store supplies
 Determine the order of cleaning of rooms
 Identify any special requests
Enter room
 Knock on door in compliance with policy
 Open door
 Place trolley in door path.
Clean room
 Open curtains and windows for ventilation
 Remove used guest amenities and rubbish
 Clean showers, tubs, sinks and bathroom items
 Change linen and make beds
 Check for damaged linen items
 Inspect rooms for safety hazards and for the operating condition of equipment and
 report defects to the maintenance department
 Report lost and found articles, maintenance problems or
 special room problems
 Dust and clean room decorations, appliances and structural
 surfaces (wall fixtures, window sills, and vents)
 Dust, brush, polish vacuuming furniture.
 Replenish guest amenities and supplies
 Check, record and replenish mini bar
 Prepare rooms for guest arrival and respond to special guest
 requests, such as delivering newspapers or cleaning a spill.
 Deliver and retrieve items on loan to guests such as iron and
 ironing board
 Perform rotation cleaning duties (such as. steam clean of carpets) as required
 Vacuum and sweep carpets and other floor surfaces.
 Mop floor surfaces as needed.
 Record room status on work assignment sheets
 Phone supervisor or reception updating status of room
 Close door.
Provide information to guests
 Listen, and respond to guests‟ requests or complaints

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 Explain room equipment and facilities
 Explain and handle dry cleaning and laundry requests
 Provide information to guests about hotel services, facilities and
 other amenities
 Provide information to guests about local attractions, services and
 location of places for religious worship
 Other specific information may include prayer and fasting times, location of prayer
mats and orientation for prayer.
Maintain storage areas and trolleys
 Return trolley to storage room
 Remove used and soiled linen from housekeeping cart
 Dispatch soiled linen to the laundry
 Replenish linen and guest amenities to normal stock levels on trolleys
 Handle lost property
 Clean cleaning equipment including mops and vacuum cleaners
 Remove rubbish
 Clean storage room floor.

Close shift
 Return work allocation sheets
 Return keys
The following sections containing in this manual will look in detail, the steps and
techniques used to successfully complete the necessary activities expected of room
attendants.
It is commonly recognized that the role of room attendant is physically demanding and
requires a wide scope of tasks to be performed. As such, it takes a special person to do
the job well.

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INFORMATION SHEET 2.2
PREPARE FOR CLEANING DUTIES

Replenish linen room supplies

For most activities performed by a room attendant there are clear and precise instructions on how to
perform the tasks. In this section we will identify all the activities that will need to be performed before
rooms are cleaned. As you will see, preparation is the key in ensuring rooms are cleaned in an efficient and
timely manner. As room attendants often work in remote locations, not in close proximity to supplies, they
must ensure they have all the necessary items at their disposal before they enter and clean rooms. Before
guest rooms are serviced, there is a need to prepare the linen room supplies and trolley that will be used to
cart the cleaning materials and the room supplies to those rooms. This section will also identify the
equipment that needs to be selected and prepared, and identify the „rooms‟ that may be involved when
preparing guest rooms.

Equipment
Various pieces of equipment are needed to service a guest room. These are usually stored on a
housekeeping store room on each floor – or in some central location.
Equipment that needs to be correctly selected and prepared before it is used may include:

Housekeeping trolley
A housekeeping trolley is sometimes called a Maids‟ trolley‟. Check to see it is clean, presentable, and safe.
There should be no jagged bits, nothing should protrude to present a potential hazard, and the wheels
should move easily and smoothly.

Vacuum cleaner
This must be checked to see it is empty at the start of the shift, spare bags are available (where
appropriate), that the machine is fully functional and that there are no frayed cords or other safety
problems. Check should also be made to ensure that all the vacuum machine tools/accessories that need to
be used are available.

Mops
Ensure the mop head looks presentable as guests will be able to see this and may infer a lack of cleanliness
in other or all cleaning from seeing a dirty mop head. Also ensure it has been sanitized to kill bacteria. Mops
may include wet mops for washing floors and dry mops for polishing and dusting, depending on the areas to
be cleaned.

Brooms and brushes

These should be sufficient in number as dictated by the establishment, clean, and sufficiently bristled.
The most common types of brooms and brushes are:
 Carpet brush
 Scrubbing brush
 Sink brush
 Silk brush

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  Toilet brush
 Wall brush
 Soft broom
 Hand brush.
Not all types will be required on all trolleys. It will depend on the facilities to be cleaned,
and what exists elsewhere in the property for staff to use such as brushes or brooms
available in-room.
All trolleys should have a dust pan and brush set.

Buckets
These should be fully operational, not leaking, easy to operate, and not smelly. Buckets may be required for
wet mopping and most room servicing trolleys will also feature a couple of plastic bucket-type containers
used to hold cleaning materials, cloths, chemicals and used to carry items into a guest room.
Protective gloves
A good supply of disposable gloves should be on each trolley. Specific house requirements in relation to
individual Occupational Health and Safety (OHS) issues may require other, more substantial protective
clothing (including gloves) be worn. It is standard procedure in all premises that room attendants wear
protective gloves when cleaning and handling chemicals.
Housekeeping uniform
The housekeeping uniform is also regarded as „protective clothing‟.
Cloths
Used for cleaning, polishing and dusting, every trolley will need to have lots of these.
Some are made from material and some are disposable.

Dust pan
A dust pan is vital to collect dirt, dust and rubbish.

Cleaning agents and chemicals

Cleaning agents and other chemicals are used to perform various tasks and clean various
surfaces.
Depending on what is in each room you may be required to have:
 Polishes
 Detergents
 Glass cleaner
 Multi-purpose cleaners
 Oven cleaners
 Stainless steel cleaners
 Leather cleaners
 Porcelain and ceramic cleaners
 Toilet and urinal cleaners
 Dishwashing detergent
 Sanitizers
 Disinfectants
 Deodorizers and air sprays
 Pest control sprays and similar.
Ordering and receiving supplies

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Linen stores and housekeeping trolleys can be stocked at the beginning or end of each shift, but it is preferable
that they are fully re-stocked at the end of the days work, so they are
prepared for the next shift, and so that missing items are able to be bought in before the next shift. When
supplies in the floor housekeeping store room run low,
further supplies can be brought up from the housekeeping department where there is usually some form of
central store purely for housekeeping supplies.
When requesting supplies you may be required to complete a requisition form.

Requisition form
The requisition form is an internal stock ordering form that you fill in and give to the Head Housekeeper (or
other nominated person).
It will identify:
 Person requesting the items
 Type of items needed
 Quantity
 Date.
The majority of housekeeping departments will have a standard order or requisition form. Requisition forms
that are completed and forwarded to the Head Housekeeper at the end of shift today, should result in the
supplies that have been ordered (or “requisitioned”) being supplied to the appropriate floor housekeeping store
room later that day or early the next day before the next shift starts work.

The Maid’s Cart or Trolley

Maid 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 space to carry all the supplies needed by a room attendant in a specific shift.

There are three deep shelves in a maid’s cart. The two lower shelves are stocking linens while the top shelf is
used for stocking supplies.

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 of linen usually placed in the maid’s cart:
LINEN Par Stock
Bed Sheets 2 per bed
Bedspread 1 per bed
Face towels 1 per guest
Pillow Cases 2 per bed
Bath mats 1 per bathroom
Mattress Protector Limited number
Hand Towel 1 per guest

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Steps in Setting up a Maid’s Cart or Trolley

A. 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 stock from the trolley.
5. Record all the needed items loaded on the cart on the room assignment sheet.
B. Procedure
1. Start stacking from the bottom shelf.
2. Stack at the middle shelf the bathroom linens.
3. Place on the top 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. Place the trash bag on the left side of the trolley.
5. 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 cleaned.
2. Check if the linen bag and trash bin are empty and clean.

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Self Check 2.2.1

Do the following activity.

- Make a list of all the cleaning tools, materials, and cleaning agents that you have at home.
- Recommend the cleaning tools, materials, and cleaning agents that you think should be added to the list
and why it should be.
- Ask your mother about the advantages and disadvantages of using traditional cleaning materials.
- Write your answers on a bond paper or yellow sheet of paper

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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. There are risk associated with this kind of work. The health of the worker might be at stake, and
there is a 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 (RMIs). Heavy physical workload and excessive bodily motions can
cause back injury while forceful upper limb motion in awkward positions can cause neck or should and arm
injuries.

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 the areas that cannot
continually be cleaned such as an entrance.
 Maintain clean light fixtures to improve lighting efficiency.
 Keep aisles and stairway clear.
 Place warning signs and mirrors to help improve sight lines in blind corners.
 Regularly inspect, clean, and repair all tools.
 Do not damaged tools.

Safety in Handling Cleaning Chemicals

 Use thee 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 chemical should be included in the list
 There should be safely 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

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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.

Self check 2.2.2

Assess the risk, find the solution and list down results of the cases study presented below.

Case Study: Alternative Equipment to Reduce Forces

TASK: Six housekeeper of a three- star hotel were required to mop extensive areas of the floor. The mopping
task involved filling the bucket with water, wetting the mop in the bucket, squeezing the excess water, mopping
the floor, rinsing and squeezing the mop, and emptying and refiling the bucket. There are number of different
styles of mops and buckets available on the operation. Some require the cleaner to squeeze the mop manually,
while other mopping system include a pull along bucket with a wringer and handle which the cleaner presses
down on to squeeze the mop.

TASK PROBLEM: The housekeepers used a Kentucky mop ( a mop with a long mop head ) together with a bucket
that has a wringer system but without wheel. The housekeepers felt that a big amount of force is needed to
squeeze the mop; the mop had to be rinsed and squeezed frequently during the mopping task. Measurement of
these force in the laboratory showed that in order to squeeze a mop, the housekeeper had to put so much force
as possible into squeezing. All housekeeper reported pain and discomfort in their wrist and back.

Assessing the risk or finding the solution:

Result:

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Terminologies Used in Housekeeping

Room status terminologies are used to 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.

 Pre- register – a guest has booked a 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 cleaned 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 the room does not have a baggage.
 No Need Service (NNS) – a guest requested a “ no service” for the room.
 Stay-0ver- 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.
 Out of Service ( OOS) – rooms kept under out of service are not deducted from hotel inventory. This is a
temporary blocking and reason may be a malfunctioning bulb fuse, TV remote not working , etc.
 Lock-out – the occupied room has been locked which disallows the guest to re -enter until he or she
comes into contact with the hotel staff to clarify his or her status.
 Did Not Check Out (DNCO) – the guest made arrangements to settle his or her bills, but has left without
informing the front desk.
 Due Out – the room is expected to become vacant after the guest check out.
 Check out (C/O) the guest has settled hi 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 date” 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.
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  Complimentary – the room is occupied for free.
Guest Room Classification

Single Room – a room that accommodates only 1 person and has single or a queen – sized bed.
Twin Room – a room that can accommodate two person with two twin beds.
Double Room – a room that can accommodate two persons with a double or queen sized bed.
Suite – a room with one or more bedrooms and a living space.
President suite – the most expensive room provided by a hotel usually only one president suite is
available in a hotel.
Accessible room – this room type is mainly designed for disabled guest.
Connecting Room – two rooms that are side by side with a connecting door between them.

Hotel Guest Can be classified according to:

 Trip Purpose – pleasure or business traveler
 Numbers – independent or group travelers
 Origin – local or overseas travelers.

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 sport 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 and attend
meetings or workshops, and engage in selling or purchasing of products.
3. 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 tor 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.

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Self check 2.2.3

A. Recommend to the following guest the most suitable room types for them and state the reason of
your recommendation.
a. Two friends who are going to Tokyo for a vacation.
______________________________________________________________________________
______________________________________________________________________________
_____________________________________________________________________.
b. An American who was assigned by his boss to work in the Philippines.
______________________________________________________________________________
______________________________________________________________________________
_____________________________________________________________________.
c. A big family group would like to go to Thailand and is looking for a resort with relaxing facilities
that can provide privacy.

B. Make a research about two (2) different hotels , go to their official website and have a written
comparison about their services offered and room accommodation.

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Information Sheet 2.3
Access and Enter Guest Rooms Appropriately

 Keys and Cards

Traditional or hard keys and keycards (magnetic strip or RFID) are the usual methods in accessing guest rooms. RFID
stands for Radio Frequency Identification Device. The RFID device in the guest room door is programmed so that only
the keycard assigned to the guest for that particular room is the only keycard that can open his/her door.

The following are the usual keys used:

 Guest key – gives access to the guest rooms and guest lifts
 Floor master key – gives access to every door to a particular floor
 Department specific key – gives access to a specific department
 General master key – unlocks all doors in the establishment

GRAs are usually given the floor master key where they will be assigned to clean rooms. In some establishments
however, instead of using a card, GRAs are given a wristband with an RFID device to prevent loss.

 Security
GRAs are responsible for their keys. Leaving it anywhere is not allowed and could cause a big security threat.

Since all GRAs are given keys, lending it to another GRA is not allowed without proper authorization.

Keys given to GRAs should stay only inside the premises of the hotel and never leave its doorsteps.

Keys assigned to GRAs must never be used to let a guest inside a room. Some thieves will use this tactic and pretend to
be guests saying that they have only left their keys inside the room. Allow reception to handle this so that they can
verify information of the guest.

 Accessing Rooms
All establishments have their own procedures in accessing guest rooms.  it is the GRAs responsibility to follow
prescribed standard procedure.

The GRA should follow the procedure in how to enter the guest room irregardless of its room status

 Standard procedure

Watch video link https://youtu.be/akPS580xgPo

The following are the usual standards in entering a guest room:

 Knock on the door by using your knuckles and never use any other object as this could potentially damage the
door. After knocking, announce “Housekeeping!”
 Wait for 5 seconds.
 If nobody answers, knock again and repeat the procedure two (2) more times
 If no one still answers, then enter the room using your keys by opening the door slowly
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  Once inside the room take one step from the door and greet “Good morning/afternoon/evening."
 If the guest is inside the room and not properly dressed or appears stressed, quickly and discretely leave the
room.
 Otherwise, say “Housekeeping, would you like your room to be cleaned?”
 If the guest agrees for you to clean the room, follow the cleaning procedures but sometimes, you may be asked
to come back at a later time.
 After gaining access to a room, leave the door open.  The trolley should be placed across the door of the guest
room or near it, depending on your hotel’s policy. This is for the floor housekeeper or other management staff
to identify which rooms are being serviced. This also makes it easier for the GRA to retrieve supplies from the
trolley

Whenever a trolley is permitted to be taken inside the guest room, put a sign outside the door of the guest room that
says “Cleaning in Progress.” This is an early warning for guests so that they would not be surprised when they see
another person inside their room. It also allows management again to identify which room is being serviced.

Making the Bed

Upon entering the room, the cleaning procedure may start.

Making the bed usually takes precedence when it comes to the order of tasks to do inside the room.
Beds have to be stripped in all check out rooms and at designated intervals for staying guests.
Standard procedures for stripping the bed will apply in every establishment because this is one of the most common
tasks that GRAs are required to do.
It is usually during Bed Making that GRAs suffer the most injuries.  Therefore, GRAs must follow proper body mechanics
in making the bed to avoid injury.

When Should the Bed be Stripped?

As standard operating procedure, all beds are stripped of dirty linen on a daily basis unless guest requests using the
environmental notices regarding changing of linen to protect the environment. 
Environmental notices inform the GRA if the guest wants their linen to be changed by placing the notice on the bed. 
These environmental notices are used to help preserve the environment, it minimizes the use of water, electricity, and
laundry chemicals that pollute our water system.

Stripping a Bed
As GRAs, you should follow your hotel’s own procedures in stripping a bed. This can vary depending on the number of
GRAs assigned to strip a bed and the type of linen involved.
The following is a general guide to stripping a bed:
1.    GRAs must check for lost and found items.
2. Remove the decorative pillows, bed runner, and pillow slips and cases. Inspect pillow slip and the pillow itself if they
need repairs or replacement.
3. Remove the duvet cover– inspect for stains and tears
4.    Remove the bed sheet
5.    Inspect bed pad–  replace if needed.

Stripped items should never touch the floor. Check your hotel’s policy for some options that include placing them on
top of chairs, tables, and couches in the room.
Placing these items on the floor does not only look  unpleasant to the guests but it would also look unsanitary.

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Watch video link https://youtu.be/MiLX6gG4Rsc

Damaged or Soiled Linen

Standard procedure in all establishments suggests that all damaged items must be replaced. The damaged item should
either be sent to the appropriate department for repairs or notify the concerned person to pick up the damaged item.
If the damage on the item seems intentional, notify your immediate supervisor for investigation; if proven, the guest
will be charged.
The same procedure applies when items appears to be stained intentionally. Different approaches are applied by
establishments when it comes to stain removal.
Some establishments require the removal of the soiled item and then replaced. The soiled item would be forwarded to
the Laundry. Others would require the GRA to identify the stain and follow the hotel’s guidelines on how to handle that
particular stain.

Types of Stains

The following are the most common types of stains encountered:

 Urine and fecal stain.

 Blood
 Beverages – tea, soft drinks, alcohol
 Shoe polish
 Food
 Mud, dirt, grease, and oil
 Hair coloring stain

What actions may be taken?

The first step is to identify the stain. Experience will help a lot in this aspect. For this reason, it is a good idea to be
coached by more experienced staff in identifying stains.
Effective removal of the stain relies heavily on your ability to identify what type of stain it is.
Usually, stained linen would have to be replaced. Spot cleaning is rarely done to minimize disturbances to guests.
In instances when spot cleaning is appropriate, the suitable cleaning agent is selected from the trolley and applied to
the stain as per manufacturer’s instructions. This is usually done by spraying or rubbing the cleaning agent to the stain.
The stained linen then have to be rubbed or brushed to remove the stain.
Hotels usually have a chart to guide their staff on how to remove stains. These charts display which chemical agents
are appropriate for specific stains and how to apply them.
There is no general correct action applied to all kinds of stains. This will largely depend on:

 Type of material where the stain is

 Type of stain
 Cleaning agents available

 Making Up the Bed with Fresh Linen and Existing Linen

Like in stripping beds, procedure in making the bed varies from hotel to hotel.
Making the bed may sound just an ordinary task for a GRA. However, it must not be taken lightly. Many injuries occur
while making the bed and thus require a lot of care and practice.

The importance of bed making

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The bed is the highlight of every room, it is the first thing that the guest notices and gets a lot of attention. Therefore,
making the bed properly is very important.
The bed must present a good impression to the guest. It should be neat, tidy, clean, attractive and inviting.
Some special points in bed making:

 Use a bed runner across the bed to enhance the bed’s appearance
 Number of pillows – only one pillow per person is usually arranged on the bed. Extra pillows are kept inside a
cabinet for the guest if needed. When making up the bed, it should be arranged with the same number of
pillows the guest used.
 Use thru-pillows decorator pillows –use to enhance the appearance of the bed
 Placement of pillows – the opening of the pillow case must be placed away from the turn down side, or the
side table where the telephone is placed.
 Placement of complimentary item on the bed – may be part of turn down service or just standard procedure of
servicing the room for special purposes.

Bed Making Styles

There are three (2) commonly used bed making styles. However, every hotel  has its own style which you will have to
check with the executive housekeeper. Commonly used bed making styles with the following linens:

Standard Bed making with blanket:

 Bed pad                      
 First sheet
 Second Sheet
 Blanket
 Third Sheet
 Pillow
 Pillow Slip
 Pillow Case
 Bed Runner

Duvet Bed making Style

 Bed pad
 First sheet
 Duvet Cover
 Duvet in-fill
 Pillow
 Pillow Slip
 Pillow Case
 Bed Runner

Some budget hotels meanwhile only offer very basic bed set up:

 Bed pad
 First Sheet
 Blanket / Second Sheet
 Pillow
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  Pillow Case

Bed Making Steps

a. Bed Making with Blanket (Standard)

Watch video link https://youtu.be/Bv-Ru3UXfNg
1.   Inspect bed pad for stains or tears. 
2.    Position the bed pad and secure the strings
3.    Spread the first sheet and tuck in correctly by considering the corners of the bed then miter 
4.    Spread the Second Sheet with wrong side up at the edge of the bed
5.      Spread the Blanket up to about 18 inches lower from the edge of the bed.
6.    Spread the Third Sheet at the same level with the blanket.
7.    Fold the second sheet downward, then miter together.
8.    Put the pillow inside a Pillow Slip
9.    Insert the pillow with the opening into the Pillow Case and insert the remaining part and   position them on
top of the bed as per standard
10.    Place the Bed Runner at the foot end of the bed leaving about 6 inches towards the edge.
Note:  Make sure to have tightly mitered linens without creases.

b. Bed Making with Duvet

Watch video link https://youtu.be/oyQvklC-2eI
1. Inspect bed pad for stains or tears. 
2. Position the bed pad and secure the strings
3. Spread the first sheet and tuck in correctly by considering the corners of the bed then miter
4. Spread the duvet cover (either right side or wrong side up)
5. If right side up, insert the duvet in - fill by holding both ends up the “ears” (small opening) of the duvet cover.
6. If wrong side up, place the duvet in - fill on top of the duvet cover. Insert your hands and turn it right side up
holding the two ends.  
7. Shake both duvet in - fill and duvet cover to fit them in together
8. Spread the duvet cover with the in - fill inside and fold about one foot downward from the edge of the head
board
9. Straighten it and tuck in giving attention to the corners of the bed.
10. Insert the pillow inside the Pillow Slip
11. Insert the pillow with the pillow slip into the opening of the Pillow Case and insert the remaining part  and
position them on top of the bed as per standard
12. Place the Bed Runner at the foot end of the bed leaving about 6 inches towards the edge.

Budget Hotel Bed Making:

1. Inspect bed pad for stains or tears. 

2. Position the bed pad and secure the strings
3. Spread the first sheet and miter.
4. Spread the 2nd sheet / blanket right side up
5. Fold downward about 18 inches
6. Tuck - in and miter corners

Points to remember:

 Ensure that all fresh linen to be placed on the bed never touches the floor.
 After making the bed, move away from the bed to check if everything is in order. Adjust as necessary
 If employed previously at a hotel, bed making at your current work may not be necessarily the same

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Making up Bed Using Existing Linen
In this topic, we will discuss how to make the bed when the guest is staying over for another night.
It has become a trend these days that hotels do not replace beddings daily unless requested by the guest. You may
have noticed signage of this in hotel rooms. Some establishments even have request cards to notify the GRAs that the
guest wants his/her bedding to be changed. This is part of the hotel’s efforts to be more environmental friendly by
saving water and using less cleaning materials.
The guest will have to place the request card on top of the bed, indicating that the he/she would like the bedding to be
changed.
Otherwise, make up bed would be done using the existing sheets.
Guests, in general, do not expect their linen to be changed on a daily basis unless it has been stained.

Steps for Make Up Room

1. Remove trash from the trash bins.
2. Check for stains and repeat the complete procedure for bed making.
3. Dust the surfaces of the furniture without opening the drawers and wardrobe where guest items are stored.
4. Make sure that the guest items are returned back to its position.
5. Wash used glasses
6. Clean the bathroom
7. Tidy the furniture, 

Performance Task 2.3.1

Make a video presentation about the steps in making up the bed for standard and duvet. Use resources such linen, bed
sheet , pillow cases that available in your house.

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