POSSIBLE QUESTIONS DURING THE ASSESSMENT:

1. How do you segregate garments for laundry?

Answer: Segregate garments for laundry according to fiber or fabric type, color, soil level, and care level

2. How will you do the laundry service if a guest requests it?

Answer: First is to pick up the laundry from the guest room and make sure that the laundry docket is already filled in by the guest, if not,
label the laundry bag with the guest room number; Second is to bring down the laundry to Laundry Area where we do sorting and tagging,
the staff member will also enter all guest items onto a summary sheet. Pockets will then be checked for any damages, stains, or items left
inside. Next is to wash or dry-clean the clothes according to the guest’s request. Once it is done, the items may be delivered to the guest
room.

3. If there are stains on the garment what is the process that you will do?

Answer: First is to assess and identify the type of stain on the garment so we know how to treat it accordingly before we can wash it.
Next is to spot clean the garment.

Pre-spotting chemicals used on the spotting table usually include the following:
 Ink remover (for wet and dry ink)
 Protein remover (for blood, feces, egg, milk, perspiration, and soil stains on collars)
 Paint, oil, and grease remover (for paint, lipsticks, oils, and greases)
 Rust remover (for residual blood stains)
 Tannin remover (for coffee, tea, red wine, and some fruit juices)
 All-purpose spot remover (for general light soiling stains).

4. What are some of the cleaning agents used for laundry?

Answer:
 Alkalis - to neutralize the soils in the linen prior to the main washing process
 Builders - to assist in water softening and to increase the function of the detergent to get better wash results.
 Detergents - these are used to wash the linen, allowing water to penetrate the soil and hold it in suspension before rinsing.
 Chlorine bleaches – are used to whiten linen and remove residual stains. Chlorine bleaches must only be used on white linen.
 Oxidizing bleaches - these can also be used to remove stains.
 Antichlors - used to inactivate any residual traces of chlorine bleaches and they prevent linen from yellowing.
 Fabric softeners - used to soften towels and reduce lint, but are also used in the wash cycles of sheets to assist in the ease of ironing
by reducing static electricity on the flatwork ironer.
 Starch - is added to the final rinse in the washing of cotton table linen and chefs‟ jackets to present a crisp and fresh appearance
 Sours or Acids - are added in the final rinse to neutralize residual alkalis. If alkalis are not removed, white linen can turn yellow or
grey.

5. The hierarchy of the housekeeping department?

Answer: The highest position in the Housekeeping department is the Executive Housekeeper followed by the Assistant Executive
Housekeeper or the Housekeeping Manager. Under them are the Linen and Laundry Supervisor who supervises the laundry attendants,
tailor, and upholsterer; Floor Supervisor who supervises Room Attendants; Night Supervisor who oversees the Night Room Attendants;
and Public Area Supervisor who oversees the Public Area Housekeeping Attendants and Gardeners.

6. Who are the personnel of the housekeeping department and their duties and responsibilities?
Answer:
 Executive Housekeeper – supervises and coordinates cleaning and maintenance tasks within the hotel building.
 Assistant Executive Housekeeper – assists and supports the management and coordinates with the Executive Housekeeper and
other cleaning supervisors in all duties of the housekeeping operations.
 Room Attendant – is responsible for the maintenance and cleanliness of the guest rooms in hotels, inns, and other forms of
guest accommodations.
 Gardener – he/she is involved in any form of gardening such as hotel landscaping or ground maintenance
 Linen Attendant – performs all activities associated with the retrieval of soiled linen, processing of linen, and distribution of clean
linen.
 Laundry Attendant – is responsible for receiving items to be cleaned as well as organizing those items according to different ways
they have to be washed in a hotel.
 Upholsterer – responsible for the repairs and maintenance of furniture and cushions in good condition.
 Tailor/Seamstress – responsible for sewing, repairing, or making an alteration of the hotel linens and staff uniform, and may also
sew guest clothes upon request.
7. Upon entering a room during room cleaning what will be the first thing that you check?

Answer: Check whether there is a guest inside.

8. In room cleaning, what is the process/method?

Answer:

1. Enter and prepare the room

2. Strip and make the bed
3. Clear and clean bathroom
4. Replenish all bathroom supplies
5. Dust and polish
6. Replenish guest supplies
7. Clean bins
8. Clean fridge
9. Vacuum
10. Deodorize
11. Do a final inspection

9. In case you found some valuables of a guest what will you do?

Answer: If there is a valuable found in the guest room, I would go ahead and check first whether the guest hasn’t checked out yet so we
can return the valuable immediately. If not, I would take it to the Housekeeping department and record it in the “Lost and Found” log
book.

The information that needs to be recorded in the Logbook are the following:
1. Date found
2. Room number
3. Exact location in the room where the valuable was found (ex. Bathroom, under the bed, etc.)
4. Description of the item (a diamond ring, ladies’ Seiko watch, brown briefcase, etc.)
5. Name of the person who found the item
6. The date item was returned to the owner – after the item has been claimed or returned to the rightful owner

10. How to clean a check-out room?

Answer:
1. Turn on all lights and check the bulbs – replace where necessary
2. Open all blinds and curtains
3. Open windows or doors to let in fresh air – if applicable, and if weather permits
4. Turn off the fridge for defrosting purposes and leave the door open – if applicable
5. Collect and remove dirty towels, dishes, bottles, and rubbish - any broken glass should be wrapped safely in a newspaper
or similar
6. Remove any room service trays and cover them with a napkin as exposed stale food is not a pleasant sight. These trays are
usually placed in the corridor outside the room for collection by the porter or room service staff.

11. What are the different public areas of a hotel?

Answer: Lobby, Restaurants, Bars, Outlet shops, Elevators, Public toilets, Corridors, Gardens, Swimming pools, Gymnasiums, Play areas, Car
parks
 12. How will you clean the bathroom?

Answer: First is to clean the bath and shower area. Then clean the toilet, followed by cleaning the vanity area. Next is cleaning the floor. Lastly,
replenish guest supplies like Toilet paper, towels (including face towels, face cloths, bathmats, and bath towels), shampoo, conditioner,
toothbrushes and toothpaste, and soap.

Cleaning the bath:

1. Wet tub with water and check plughole for foreign matter
2. Scour tub using a non-metal pad – removing stains, residue, and marks
3. Clean and polish taps
4. Rinse bath thoroughly
5. Dry and polish with a cloth
6. Conduct final inspection

Cleaning the shower:

1. Wet shower basin and sides.

2. Clean tiles and floor – check plughole for foreign matter.
3. Clean shower curtain – check pole is clean and all hooks are in place and working.
4. Rinse walls and floor thoroughly.
5. Polish fittings.
6. Replenish supplies – shampoo, conditioner, and soap
7. Conduct final inspection – leave shower curtain neat and to one side

Cleaning the Toilet:

1. Flush the toilet to wet sides of the bowl

2. Pour in a cleanser – leave to soak: continue with other work
3. Wash the lid and dry – both sides and near the back hinges
4. Wash the seat and dry – both sides and near the back hinges
5. Wash the outsides of the bowl and dry
6. Wash and dry water holding unit and polish the button
7. Scour bowl thoroughly – use a toilet brush
8. Flush the toilet a number of times to wash away dirt and residue
9. Place a hygiene strip over the closed toilet lid
10. Conduct final inspection – leave the lid down when thoroughly cleaned. Add a hygiene strip, if appropriate.

How to clean the vanity area:

1. Clean and dry shelves – replacing guest’s toiletries, where applicable

2. Scrub hand basin, rinse, then dry and polish with a clean cloth – check plughole
3. Polish fittings and taps
4. Clean and drywall tiles
5. Clean, dry, and polish the benchtop
6. Clean and polish the mirror
7. Check under the vanity for cleanliness – cobwebs, etc
8. Replenish stock – soap, tissues, facial items, shower caps, water
9. Replenish towels – bath, face, hand, and floor mats
10. Conduct final check.
Steps to cleaning bathroom floors

1. Remove everything that may be on the bathroom floor such as mats, trash cans, and small pieces of furniture
2. Sweep the floor to remove dirt, hair, dust, and other debris
3. Dissolve the detergent in warm water using the manufacturer's instructions for the correct water-to-detergent ratio
4. Pour the solution over the entire floor so that the solution can fill into the grout lines

5. Allow the solution to remain on the floor for 15 to 20 minutes

6. Scrub the grout with a small medium-bristled brush
7. Rinse the floor with a mop dampened with clean water
8. Mix a second batch of detergent and water
9. Mop the entire floor with the fresh solution
10. Rinse the mop with clean water and mop a second time over the floor to rinse it
11. Use a squeegee to push residual moisture to one area of the floor before absorbing it with dry towels.

13. What is a butler?

Answer: A butler does tedious jobs for the guest such as ironing their guest clothes, unpacking/repacking their belongings, arranging for
transportation as well as making dining and entertainment arrangements.

14. How do you access a room?

Answer:
1. Knock on the door (quite loudly) – use knuckles not keys or any other item as it could mark the door and call out, “Housekeeping!”
2. If no answer, knock again, and then use your key to enter
3. Take one step into the room and announce out “Good morning/afternoon, Housekeeping to service your room.”
4. If the guest is still in bed, undressed, or distressed, quickly and quietly leave the room. If the guest is awake and up, say “Housekeeping,
would you like your room serviced?”
5. Comply with their request – you may be invited to service the room, just do a quick tidy, replace the towels, soap and leave, or asked to
come back at a later time
6. Once you have gained access to the room, the door should be left wide open – to provide notice to a returning guest that someone is in
their room
7. The trolley should be parked across the entrance, or near the entrance to the room (according to house policy). This allows the Floor
Housekeeper or other management staff to identify where room attendants are and makes it easier
to obtain items from the trolley

15. How long for a valuable to be kept? And who will be the next owner?

Answer: Generally, lost property is kept for three months, however during that time the establishment may attempt to contact the owner,
especially if the item appears valuable or the guest is a regular.

If the item has not been claimed within a three-month period, after all channels to contact the owner has been exhausted, the item will be given
back to the finder or handed to the police depending on the value of the item and what it is.

Room Status Terminology

OCC - Occupied: A guest is currently occupied in the room

Stay over: The guest is not expected to check out today and will remain for at least one more night.

On-Change: The guest has departed, but the room has not yet been cleaned and is ready for sale.

DND - Do Not Disturb: The guest has requested not to be disturbed

Cleaning in progress: The room attendant is currently cleaning this room.

Sleep-out: A guest is registered to the room, but the bed has not been used.
On-Queue: The guest has arrived at the hotel, but the room assigned is not yet ready. In such cases, the room is put on Queue status in order for
the housekeeping staff to prioritize such rooms first.

Skipper: The guest has left the hotel without making arrangements to settle his or her account.

Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.

Out of Order (OOO): Rooms kept under out of order are not sellable and these rooms are deducted from the hotel's inventory. A room may be out-
of-order for a variety of reasons, including the need for maintenance, refurbishing, extensive cleaning, etc.

Out of Service (OOS ): Rooms kept under out of service are not deducted from the hotel inventory. This is a temporary blocking and the reasons
may be bulb fuse, TV remote not working, Kettle not working, etc. These rooms are not assigned to the guest once these small maintenance issues
are fixed.

LO - Lockout: The room has been locked so that the guest cannot re-enter until he or she is cleared by a hotel official.

DNCO - Did not check out: The guest made arrangements to settle his or her bills ( and thus not a skipper) but left without informing the front desk.

DO - Due Out: The room is expected to become vacant after the following guest checks out.

CO - Check-Out: The guest has settled his or her account, returned the room keys , and left the hotel.

LC - Late Checkout: The guest has requested and is being allowed to check out later than the normal/standard departure time of the hotel.

EC - Early Check-in: Guest has requested an Early check-in and is being allowed to check-in earlier than the normal/standard check-in time of the
hotel.

VC - Vacant and Clean – The room is Vacant and Cleaned by the housekeeper.

VD - Vacant and Dirty - Room is Vacant and Dirty.

VR - Vacant and Ready - Room is Vacant and Ready for Check-in

OR - Occupied and Ready

OC - Occupied and Clean - Room is Occupied and Cleaned by the Housekeeping.

OD - Occupied and Dirty - Room is Occupied and yet to be cleaned by the housekeeping.

V/C or O/V - Status Unclear - (Either the room is Vacant and Clean or Occupied or Vacant) need to be verified by the Housekeeping staff.