CHAPTER 6: OTHER ROOM Ergonomically, the long-handled brush is the
CLEANING PROCEDURES most appropriate.
In the lodging industry, all products are the same:
food, beverage, rooms and facilities. But what
makes a hotel different from the others is the
service, how well it is provided to the guests,
regardless of the number of stars the hotel has.
To ensure that quality rooms will be provided to
the guests, the following room cleaning
procedures are observed.
A. How to Dry Dust
Dusting - means removal of dust from the surface
by wiping or brushing it using a soft, lint-free
cloth or feather duster. Dusting may be damp or
dry.
Dusting involves the following process:
1. Dust articles from the door, working clockwise
around the room. This eliminates the chances of
missing a spot.
2. Dust from the highest surface to avoid getting
dust to areas already cleaned.
3. In case of using a solution or cleaner, spray a
small amount directly unto the cloth, not on the
surface as it can leave stains on the furniture.
4. If using a cloth, refrain from unfolding the
duster in the room after dusting nor shaking it
outside the window or in the trash bin. This will
make the dust scatter again.
Damp dusting - means removal of dust using a
damp or slightly wet lint-free cloth. This is
somehow preferred in hotels than dry dusting as
surfaces can be wiped as well as dusted, saving in
cleaning time and removing dirt easier. In damp
dusting, the following has to be considered:
1. The correct level of dampness has to be
considered to avoid leaving any water marks.
2. Electrical and electronic equipment must be
avoided when damp dusting,
3. If using a solution or cleaner, like dry dusting,
solution must be applied directly unto the cloth
and not on the surface of the furniture.
B. Standard Operating Procedures in
Sweeping
Sweeping is done to collect dust and dirt on the
floor. For large areas, push broom is being used
while corn brush for tight areas and corners.
1. Sweep at the farthest side from the door.
2. Use short, smooth and overlapping strokes,
sweeping away from yourself. As much as
possible, sweep directly to a long-handled dust
pan to minimize spreading of dust.
3. Keep the head of the broom flat on the floor at
all times.
4. It is important to develop a rhythm and
“bounce” the broom to avoid rolling the bristles
over.
5. Pick up the dirt using a dust pan before
sweeping further.
6. Empty the dirt from the dust pan into the trash
bag on.
C. Standard Operating Procedures in
Vacuuming
In vacuuming carpeted floors, the following has
to be observed:
1. Use an upright vacuum cleaner in a straight
cleaning motion when cleaning.
2. Before beginning, ensure the vacuum is
unplugged and check for potential hazards such as
broken wheels or worn cords.
3. Keep elbows at pr near your sides to minimize
shoulder movement and encourage neutral
posture.
4. Vacuum must pass thru an area two-three times
to pick up all the dust, dirt and grit.
5. Before vacuuming, remove all unnecessary
objects on the floor.
6. Pick up large or sharp objects on the floor. Do
not use vacuum cleaner as this will damage the
machine.
7. Start working at the farthest point from the
door, working backwards.
8. Use slow, even strokes to give machine enough
time to suck dirt, dust and grit.
9. For edges, fit the vacuum cleaner with the
appropriate crevice tool or attachment.
10. Clean the dust a after each use.
D. Standard Operating Procedures in
Mopping
Mopping or damp mopping - is used to remove
spills and adhered soil that was not removed
during dry mopping or sweeping. In mopping,
take note of the following:
1. Floor must be swept clean prior to damp
mopping.
2. Add neutral or mild alkaline detergent to mop
water for mopping.
3. Immerse the mop in the bucket and wring it out
until the mop is damp.
4. First, mop near baseboards in smooth stroke.
5. Mop the entire area with a figure of eight
stroke.
6. Change the water in the bucket as soon as it
becomes dirty.
7. A brush or a palette knife may be used for
stubborn spots.
8. Empty, rinse and leave the mop bucket and mop
head to dry.
E. Standard Operating Procedures in
Cleaning the Wash Basin
Wash basin - is one of the most commonly used
fixture in the guest bathroom. It is a must to clean
and sanitize it as soon as the guest checks out or if
the guest requested for a cleaning activity during
his stay. The following must be observed during
wash basin cleaning:
1. Remove any article such as hair and waste in
the wash basin.
2. Fill the sink with hot water. This will loosen the
dirt in the basin.
3. Empty the sink and apply cleaning agents. Let it
stand for 5-10 minutes depending on the strength
of the chemical.
4. Rub the whole basin, including the soap well.
5. Wipe dry
F. Standard Operating Procedures in
Shower Room Cleaning
As a general rule, whenever a guest leaves,
everything in the guestroom particularly in the
guest bathroom must be thoroughly cleaned and
disinfected.
Shower room - is of no excuse. This is one area in
which the guests first look at
whenever they enter a guest bathroom.
To ensure cleanliness of the shower room, the
following cleaning procedures must be
observed:
1. Wear the proper protective gear in cleaning
such as gloves, mask and eye goggles.
2. Collect all used soaps and toiletries.
3. Clean walls/tiles by applying cleaning
chemicals on the sponge.
4. Work from top to bottom with an overlapping
circular motion.
5. Wash, clean and sanitize the shower head, water
taps, faucet fixtures and other fittings that ought to
be cleaned and sanitized.
6. Rinse all the areas thoroughly.
7. Dry all fittings with a soft cloth or sponge
ensuring everything is spotless.
8. Clean the bathroom floor last. Floor must be
scrubbed with detergent and a disinfectant and
then mopped dry.
9. Check all fitting for maintenance - shower head
for drips, loose faucet, broken and loose tiles, etc.
- Never use the bathroom linens in cleaning the
bathroom and guestroom.
- The tools used in cleaning toilet and bathroom
should never be used in cleaning anywhere else
inside the guestroom.
G. Standard Operating Procedures in
Bathtub Cleaning
Bathtub - is a container that can fit a body or two
offered by hotels to enhance guest bathing
experience. This also requires thorough cleaning
as water is held on the tub with water and other
chemicals while the guest is bathing.
To ensure cleanliness, the following must be
observed in cleaning the bathtub:
1. Remove all soap and guest toiletries.
2. Fill tub with quarter full of hand-hot water.
Apply cleaning agent.
3. Using a sponge, clean the tub and the
surrounding tiles.
4. Pay attention particularly to chain, stopper,
chrome fittings and soap well.
5. Rinse all areas.
6. Drain the water.
7. Wipe the tub and the surroundings dry.
H. Standard Operating Procedures in
Lavatory Cleaning
Lavatory cleaning may be strenuous to some.
But cleaning it is as easy as 1- 2- 3 with the right
materials and the proper know how. Prior to
cleaning the lavatory, prepare all the cleaning
tools, chemicals and uniform to ensure safe
cleaning. Do not forget to wear gloves, goggles
and mask if the establishment
requires you to do so.
The following steps in cleaning the lavatory are
the following:
1. Flush the toilet twice. This will moisten the
inside of the bowl as well as flush the dirt.
2. Sprinkle cleanser around inside of the bowl.
3. Leave for the cleanser to work, depending on
the strength of the cleanser, this would take
around 5-10 minutes.
4. Wash, finish and sanitize outside of the
pedestal, seat, lid and water tank with a clean
cloth soaked in cleaning solution. Do not use
hard-bristled brushes as this may damage the
lavatory.
5. Brush inside of the bowl.
6. Wipe dry around underside of the bowl.
7. Flush the lavatory.
8. Check flush, seat cover, lid, water tank and
others for drip or other condition that may cause
discomfort to the guest.
CHAPTER 8: CLEANING OPERATIONS
(LINEN, UNIFORM AND LAUNDRY
SERVICE)
One of the main tasks of the housekeeping
department is to provide not only fresh and
sanitized linens to its guests but also clean and
neatly pressed uniforms to the hotel staff.
The bigger the hotels, the more linens and
uniforms will accumulate on a daily
basis.
The housekeeping department must provide the
linens and uniforms at the right time it is needed
regardless of the number of items it has to wash
everyday.
Small hotels prefer to contract commercial
laundry service located outside the hotel while
larger hotel establishments prefer having their
own on-premise laundry inside the property.
A good laundry facility ensures the following:
1. Careful handling of linens
2. Correct processing and use of laundry agent
3. Materials are kept in its original condition and
color.
4. Proper counting and records are maintained to
avoid shortages of linen.
5. Sound policies regarding damages or loss
Advantages and Disadvantages of On-
Premise Laundry
Having an on-premise laundry facility requires a
huge amount of money, a big space and training of
laundry personnel who will operate the machines
among others. But the advantages of having an
on-premise laundry facility particularly the cost it
will save the property is a big factor why hotels
decide to have one within its premise.
Some of the advantages of an on-premise
laundry are the following:
1. Quality of the laundered linens and uniforms
are ensured.
2. It saves the company more money in the long
run.
3. The laundry area can be inspected by the
supervisors anytime.
4. Pilferage is minimized,
5. Revenue is earned from guest laundry.
6. The “par” stock required is reduced,
Disadvantages:
1. Cost of equipment and maintenance is high.
2. Related expenses like water, electricity,
manpower, supplies and insurance are high.
3. More space is needed.
4. More staff are required and training is needed.
On-premise Laundry Equipment
Laundry equipment helps make the work of the
laundry personnel easier. It speeds up their work
and minimizes the dangers of repetitive
movements and prolong laundry activities.
The equipment are as follows:
1. Washers/Extractors — equipment that washes
linens in large amount. Water is then extracted
from the fabric after washing.
2. Dryers — equipment that dries up the linen in
less time than the traditional drying methods.
3. Flatwork ironers — equipment used to
automatically press sheets, pillow cases and table
linens among others. Its primary purpose is to
remove wrinkles and dry the linens at the same
time.
4. Commercial folders and stackers — laundry
equipment that automatically folds the dry linens.
Some folders have a stacker that piles up a certain
number of linen before sending it to a conveyor
for bundling.
Standard Operating Procedures in Sorting
of Uniforms and Linen
Before the laundry process, it is a must to sort
uniforms particularly linens according to their
uses and functions. During sorting, hand gloves
are worn to avoid accidental cuts from any broken
glasses in restaurant linens.
 The following are the standard operating
procedures when sorting laundry:
1. Remove unwanted items from the soiled linens
and uniforms during sorting.
a. Remove unwanted items from soiled
uniforms such as pens, pencils, bottle openers,
coins, cork screws, name plates/badges and
promotional pins/buttons
b. Remove food scraps, cutleries, wine cork and
broken glass and china ware pieces from linens
before sending it for washing
2. Sort linens according to:
a. Types of Stain
- heavily stained requires strong detergents
- more time required during the washing
process
- look for greasy/oiled stained cloths
- special cleaning treatment required according
to the type of stains
b. Use and type
- Pillow cases
- bath linens (bath towel, face towels, hand
towels)
- bed sheets
- duvet
- bed spread
- bath robes
- beach towels
- shower curtains
- chef’s aprons
- tray liners
- housekeeping cleaning cloths
- table cloths and napkins (white, dark colored
and light colored)
3. Soiled linens received from different outlets
must be checked for stains and tears.
4. Linens with tears must be repaired prior to
washing.
5. Uniforms must be sorted out according to
department and by the following:
1. for dry cleaning
2. for washing
6. For off-premise laundry service, all must be
counted and recording prior to pick up for laundry.
7. Sorted laundry must be labeled or placed in the
correct color- coded laundry bin for further
washing/dry cleaning.
Laundry Cycle
1. Collecting soiled linen - Soiled linens are
collected from the various sections in the
hotel after every use. Linens must be used
only for its purpose, thus, room attendant
nor any housekeeping staff must never use
the linens in any cleaning purposes, no
matter how soiled the linens are.
2. Transporting soiled linens to the
laundry — Linens are then transported to
the laundry department. This may either be
with the help of a laundry cart or a linen
chute. Laundry items should not be
dragged on the floor as this may cause
damage to the linen.
3. Sorting (linens and uniforms) — Linens
are sorted by the degree of soiling, type of
linen and color, type of soiling and domain
of item use. Some may even sort linens
based on size. Linens are separated
according to their uses and purposes. It is a
must to handle the linens using gloves for
sanitary and safety purposes,
4. Washing — After sorting, laundry
attendant collects the laundry and weighs
the laundry items before loading it to the
washers. This ensures that the correct and
acceptable weight of the linens is loaded in
the washers to avoid overloading.
Weighing also helps the washers run in its
optimum operation condition. After
weighing, the linens are washed with the
following considerations: (a) time needed;
(b) temperature - 83 — 88 centigrade for
oily soils, 72 for heavy soils, 60 for
kitchen rags and linen; (c) agitation
(scrubbing); and (d) chemicals, including
detergents, bleachers and softeners. In
some properties, stains are treated before
the washing process but currently, in most
 hotels, chemicals are used to remove stains
while washing to reduce operational cost.
5. Extracting — This process removes
excess moisture through high speed spin.
Weight is reduced because of this, thus
making it easier to lift and reducing drying
time.
6. Finishing — This may include drying (for
towels, washcloths and some no-iron
items) or ironing (for sheets, pillowcases
and table linens) to give the linen a crisp,
wrinkle-free appearance. Laundry
attendant must be careful when
transferring the linen from the washers to
dryers because the weight of the linen
increases after washing, In drying, the time
and temperature varies depending on the
type of linen /cloths. It should be followed
by a gradual cool down process to prevent
from being damaged or wrinkled.
7. Folding - It can either be manual or
machine-operated. manual folding
consumes time while automatic folding
comes to the aid of the laundry attendant
saving him time and effort in folding.
Some machines may even come with the
stacking procedure. While folding, the
laundry attendants must look for any
damages occurred during the laundry
process. Stained and torn items must be
rejected.
8. Storing — After folding, the linens are
stored and shelved by batches, allowing to
rest for 24 hours as this will increase the
life of the linens.
9. Transferring linens to designated areas
— With the use of clean carts, linens are
transferred to designated areas such as to
the linen and uniform room. Linens that
need to be repaired are sent to the tailor
room. For guest clothes, deliver according
to the room number.
Another way of doing the laundry is by
following these basic steps:
Step 1: Soak
 Linens are wet thoroughly by immersing
in water.
Step 2: Flush
 Linens are soaked for 1.5 — 3 minutes to
dissolve and dilute water soluble soil to
reduce soil load.
Step 3: Suds
 Linens are washed with detergent. This
normally lasts for 5-8 minutes depending
on the type of soil, type and weight of the
linens among others.
Step 4: Bleach
 This process helps in killing the bacteria,
whitening the fabric and removing stains
in the linen. Linens are left in water with
bleach for 5-8 minutes.
Step 5: Rinse
 This process totally removes detergent and
soil.
Step 6: Extract
 This process removes moisture through
high speed spin. The length of extracting
depends on the type of fabric, capacity and
speed of the extractor.
Step 7: Starch
 This gives linen crisp appearance. Added
in the final step of washing, starch makes
the linen a little stiff and shiny.
Laundry Cycle
Some delicate fabrics cannot withstand the
tumbling of a washing machine and clothes dryer
during the laundry process. Sometimes, water can
also damage certain fabrics such as wool, leather
and silk. Thus, here comes dry cleaning. Clothes,
beddings, upholstery and other types of fabrics are
cleaned using a chemical solvent. Early solvents
included gasoline, kerosene and petroleum among
others which are all flammable and dangerous.
Thus, synthetic and non-flammable solvents were
later developed — perchloroethylene, also known
as perc or PCE and decamethylcyclopentasiloxane
or Green Earth.
Dry Cleaning Process
According to the Drycleaning and Laundry
Institute (DLI), an international trade association
for garment care professionals, dry cleaning
machine consists of four (4) parts:
a. The holding tank or base tank that holds
the solvent
b. A pump that circulates the solvent through
the machine
c. Filters that trap solid impurities and soils
removed from either the solvent or fabric
d. A cylinder of wheel where the items that
are being cleaned are placed.
 During dry cleaning, the solvent is pulled
by the pump from the tank. It then enters
the filter that removes the impurities from
 the solvent. After which, the solvent enters
the cylinder where it interacts with the
fabric and removes any soil. The solvent
travels back to the tank where it will begin
the process again.
 After the cycle, the fabric is extracted to
remove excess solvent. This process is
almost similar to the final spin cycle on a
home washing machine.
 After extracting, the fabric is dried, either
in the same machine or on a separate drier.
The excess solvent is collected, filtered
and transferred back into the holding tank.
Laundry symbols help the laundry attendant in
washing fabrics. It briefs us how to take care of
the clothes and proper procedures to apply in
washing the clothes. Through these symbols,
common problems such as garment shrinkage and
color bleeding will be avoided.
Some of the laundry symbols are as follows:
CHAPTER 9: OTHER HOUSEKEEPING
TASKS
Lost and Found Procedures
Lost and found items are items left by the guests
inside their guest room or in any public area
within the hotel premise found by a member of the
hotel property.
Three classifications of lost and found items:
1. Valuable items - are kept for a maximum
of six (6) months, depending on the policy
of the hotel. A separate locker or vault is
designated for valuable items left by the
guests. If there is no response from the
guest, the item will be auctioned.
2. Non-valuable items - are kept for a
maximum of three (3) months, or again,
depending on hotel policy. If there is no
response from the guest, the item will
either be disposed or will be given to the
finder.
3. Perishable items - are kept for a
maximum of three (3) days. For any item
that is found, it is recorded in the Lost and
Found Register.
The following procedures must be observed for
lost and found items:
1. Once found, employees are required to
bring the items in the Lost and Found
Area.
2. Details must be recorded in the Lost and
Found Register, regardless of the
classification of the item.
3. If applicable, items must be placed in a
plastic bag noting details like serial
number, date, place found, name of the
person who found the item, etc. for easy
identification.
4. Valuable items must be placed in a locker
or vault.
5. If the item has a label or the item is found
inside the guestroom, the guest must be
notified thru e-mail.
6. When the guest calls for the item, the
person who maintains the Lost and Found
register is the only one responsible in
answering the call.
7. Once the item has been collected by the
guest or sent to the guest, the Lost and
Found register is updated.
Babysitting Service
Babysitting is not an easy task. It requires
patience, talent and charisma to “click” with your
little guest. Baby sitters must be licensed or the
hotel staff must have child care training to be able
to provide this kind of special service. This is the
reason why most of the hotels, even de luxe
hotels, do not have babysitting service.
For hotels that provide this kind of service, the
following must be observed:
1. Upon receipt of request for the service, the
housekeeping staff should note details
such as room number, guest name,
duration of babysitting service, number of
babies / children to be taken care,
child’s/children’s names and ages, child's
 likes and dislikes, emergency contact
number from the guest.
2. Charges must be explained to the guest.
The guest can either pay in cash directly to
the baby sitter or charge the service to his
room number
3. A babysitter disclaimer-letter must be
signed between the babysitter and the
guest.
4. Escorted by the Housekeeping Supervisor,
the babysitter must arrive 15 minutes prior
the scheduled booking time.
Once the child has been left to the babysitter,
he/she must take care of the following:
1. Never allow the child to play with
electrical appliance, water taps, matches
and other dangerous objects.
2. Never bring the child outside the
guestroom unless emergency.
3. Report to the Housekeeping Manager or
Duty Manager right away in case of injury
or illness.
Butler Service
Butler service is a dedicated service which assists
guests with all manner of request like a personal
assistant. Their position involves everything from
light housekeeping, unpacking guest cases,
preparation of light meals and usually available 24
hours a day. This is a service usually found in the
highest standard hotels.
Butlers are senior servants in a well-to-do
household. From the Old French word
“bouteillier” or “cup bearer”, a butler was
originally the one in charge of handling the wines
of the household, as these were considered as
prize possessions during the earlier days. As years
passed by, butlers duties evolved into more
complex activities. Butlers were originally male,
but for the past century, there has been a huge
number of female butlers in the hospitality
industry. Just like the case of the hotels in the
Philippines such as Maxims Hotel and Marriot
Hotel in Entertainment City. In addition, there are
countries who prefer female butlers because of
their culture, such as the case in Middle East and
Far Eastern families.
At present, butlers are the VIP's personal assistant.
Wherever the guest goes, the butler follows. Some
may even require their butler to be with them as
long as they are an official guest of the hotel.
As soon as the guest arrives, the butler will do
the following;
1. Coordinate with Front Office and
Housekeeping departments to ensure
accommodation is ready.
2. Welcome the guest upon arrival.
3. Process the registration in the guest room.
4. Offer welcome beverage.
5. Offer to unpack the luggage.
6. Offer complimentary pressing.
7. Take note of any request the guest might
have during his stay.
During the guest's stay, the butler will:
1. Coordinate with housekeeping department
for cleaning and other services.
2. Order room service for the daily meals.
3. Tidy wardrobe.
4. Prepare bathtub.
5. Ensure suite is maintained and well-
stocked.
At departure time, the butler will:
1. Offer to pack your luggage.
2. Request for check-out on your behalf,
3. Arrange bell service, luggage pick up and
transport requirements.
4. Escort you to the lobby.
5. Check the suite for any item that might be
left.
Shoe Shine Service
Shoe shine service is one of the special services
provided by the hotels nowadays. This service is
normally done by none other than the butlers
themselves.
In providing shoe shine service, the following
steps must be followed:
1. First step is to brush any dirt, mud or dust
off the shoes. A shoe brush or a damp
cloth will do the job.
2. Apply shoe polish, either wax or cream,
with a cloth or rag in a circular motion and
leave to dry.
3. Use shoe brush to remove any excess
polish. This would also allow the polish to
sink deeper into the leather.
4. Buff using a soft cloth. This would give
the shoes that extra shine.