PROGRAM PELATIHAN BERBASIS KOMPETENSI

HOUSEKEEPER

KODE PROGRAM PELATIHAN: SIHI/PH/21-22/03

SIHI
SUBANG INTERNATIONAL HOTEL INSTITUTE

JL.Ki Hajar Dewantara, Gg Bumisari Kel. Dangdeur, Kec. Subang, Kabupaten Subang –
Jawa Barat, Kode Pos 41211, Telp/Fax (0260) 4247867

2021

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 CONTENTS
CONTENTS................................................................................................................................................................................... i
PREFACE ..................................................................................................................................................................................... ii
UNIT 1 Housekeeping Services .................................................................................................................................... 1
1.1 Definition ........................................................................................................................................................................ 1
1.2 Objective learning ...................................................................................................................................................... 1
1.3 Learning assessment ................................................................................................................................................ 1
1.4 Room amenities / supplies ............................................................................................................................. 1
1.5 Handling Housekeeping Guest’s request ................................................................................................. 2
1.5.1 Frequent items or services requested by guest: ................................................................................. 2
1.5.2 Handling guest request of services or items:............................................................................... 2
1.5.3 Simulation ............................................................................................................................................................. 3
1.6 Providing advice of housekeeping equipment ...................................................................................... 3
UNIT 2 Housekeeping Cleaning ................................................................................................................................... 4
2.1 Objective learning ...................................................................................................................................................... 4
2.2 Learning assessment ................................................................................................................................................ 4
2.3 General Cleaning ......................................................................................................................................................... 4
2.3.1 TYPE FLOOR ......................................................................................................................................................... 4
2.3.2 HOW TO CLEAN VINYL FLOOR ................................................................................................................... 4
2.3.3 HOW TO CLEAN CARPET FLOOR ............................................................................................................... 5
2.3.4 HOW TO CLEAN MARBLE FLOOR.............................................................................................................. 5
2.3.5 HOW TO CLEAN CERAMIC ............................................................................................................................ 5
2.4 Cleaning Tools and Equipment: ................................................................................................................... 5
2.5 Chemicals ................................................................................................................................................................ 7
2.6 Cleaning safety equipment ............................................................................................................................. 7
2.7 Areas of cleaning may include: ............................................................................................................................ 7
2.8 Cleaning procedures / methods – Housekeeping ....................................................................................... 8
UNIT 3 Clean and prepare room for In-coming guest ................................................................................ 10
3.1 Objective learning ................................................................................................................................................... 10
3.2 Learning assessment ............................................................................................................................................. 10
3.3 Room knowledge .............................................................................................................................................. 10
3.3.1 Types of rooms ................................................................................................................................................ 10
3.3.2 Terms of room status .................................................................................................................................... 10
3.3.3 Types of keys .................................................................................................................................................... 11
3.3.4 Room equipment............................................................................................................................................. 11
3.3.5 Bedroom equipment ..................................................................................................................................... 12
3.3.6 Bathroom utensil.................................................................................................................................... 12
3.3.7 Bathroom linen equipment: ...................................................................................................................... 12
3.3.8 Bathroom supplies / amenities ............................................................................................................... 12
3.3.9 Guest supplies (At guest’s room) ............................................................................................................ 13
3.4 Cleaning and preparing room for in-coming guest ................................................................................. 14
3.4.1 Setting up the trolley..................................................................................................................................... 14
3.4.2 Access in cleaning guest’s room .............................................................................................................. 15
3.4.3 Cleaning the bedroom .................................................................................................................................. 16
3.4.4 Clean and prepare the guest room ......................................................................................................... 18
3.4.5 Clean and store the trolley and equipment ........................................................................................ 21
3.5 Lost & Found .............................................................................................................................................................. 21
3.6 Taking message and Handling complaints .......................................................................................... 23
3.6.1 Taking messages in HK control Desk: ................................................................................................... 23
3.6.2 Handling complaints: ............................................................................................................................... 23
3.7 Kinds of Housekeeping forms............................................................................................................................ 24
UNIT 4 Guest Laundry and Linen Section ........................................................................................................... 25
4.1 Objective learning ................................................................................................................................................... 25
4.2 Learning assessment ............................................................................................................................................. 25

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 4.3 Guest laundry process ........................................................................................................................................... 25
4.4 Guest laundry service hour ................................................................................................................................. 26
4.5 Guest laundry delivery.......................................................................................................................................... 26
4.6 Linen Section ............................................................................................................................................................. 26
4.6.1 Linen equipment ............................................................................................................................................. 26
4.6.2 Linen delivery and supply.................................................................................................................. 26
4.6.3 Linen room form ............................................................................................................................................. 26
4.6.4 Linen inventory ....................................................................................................................................... 26
UNIT 5 Laundry Division .............................................................................................................................................. 27
5.1 Objective learning ................................................................................................................................................... 27
5.2 Learning assessment ............................................................................................................................................. 27
5.3 Laundry equipment ................................................................................................................................................ 27
5.4 Laundry Machines ................................................................................................................................................... 27
5.5 Laundry liquid / cleaner agents ....................................................................................................................... 28
5.6 Laundry signs ............................................................................................................................................................ 29
REFERENCES ......................................................................................................................................................................... 30
WORDS OF CRUISE SHIP TERMS............................................................................................................................... 31
TOWEL CREATIONS By : Holland American Line........................................................................................... 33

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 PREFACE

Based on the government regulations and guidance of education system; a training or

course of in-formal sector, it is necessary to adapt and develop its quality in running the
program. This module is constructed to meet the standard of national work competency frame
/ SKKNI especially in Housekeeping.

The writer has tried his best to accomplish this module at frame standard on the needs
of Housekeeping knowledge which needed by hotel students. Every unit on this module
contains the objective learning and learning assessment that both sides between instructor and
students would engage and aware the expected targets of learning and studying processes at
the same quality. The contents of this module take much of knowledge / summaries needed
where they could support students in doing their Housekeeping Dry Practice sessions. There
are five (5) units on this module that every summaries / knowledge at each unit based on
basic competencies lies on standard of national work competency frame at Housekeeping.

This construction is expected in fulfillment of our curriculum which focuses on 30 %

theory and 70 % dry practice. Why do we apply it? The curriculum is obviously aware of the
system of short course target.

At this addition; on which title “Housekeeper”; for future development, the writer and
institution would always do some innovation and development to provide better module
which needed especially for our students. We would work together with every individual,
institution and government to achieve it.

In the long run, the writer would like to thank you to all sides that help to present this
module.

Subang, August 2021

Housekeeping Instructor

Dena Solihin Granida Rosyadi

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 UNIT 1
Housekeeping Services

1.1 Definition
Housekeeping department is a department in a hotel which responsible for room and whole
hotel areas cleanliness, neatness and comfort.

1.2 Objective learning

At the end of the course, students are able to handle guest request of service / item and give
advice of housekeeping equipment.

1.3 Learning assessment

 Assessing the ability of handling guest request of service / item.
 Assessing the ability of giving advice of housekeeping equipment.

1.4 Room amenities / supplies

Guest room amenities for short and long stay:

 Telephone with direct dial  Shoe Polish and Brush

 Writing table with chair  Shoe Rack
 Table lamp  Laundry Bag
 Letter head with pen  Laundry Slip
 Envelope  Luggage Rack
 High speed wireless internet  Slippers
 LCD / LED television with satellite  Hair dryer
channels  Bath rob
 CD / DVD player  Sewing kit
 Mobile USB charging / media hub with  Air Purifier / Humidifier
Bluetooth  Dining table with chairs
 iPod docking station with radio  Sofa set
 Alarm clock  Kitchen
 Adapters and Extension Cable on  Microwave
Request  Cooking Range
 Electronic Safe / Locker  Toaster
 Mini Bar / Mini Fridge  Refrigerator
 Tea / Coffee Maker  Glassware, crockery & Cutlery
 Wardrobe  Cooking Vessels and Utensils
 Cloth Hangers  Knife and Cutting Board
 Ironing Board  Washing machine & dryer
 Iron  Bathroom with shower & WC
 Shoe Shine

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Bathroom Amenities :
1. Shampoo 7. Tissue Box
2. Foam bath 8. Sewing kit
3. Moisturizer 9. Shower cap
4. Detergent 10. Comb
5. Disposable bag 11. Amenities tray
6. Mouthwash 12. Soap etc.

Bathroom Supplies :
1. Bath Towel
2. Bath Mat
3. Face Towel

1.5 Handling Housekeeping Guest’s request

1.5.1 Frequent items or services requested by guest:

 Roll away beds + separated bed + joined beds
 Additional pillows, blankets and bed linen
 Additional towels, bath mats and face cloth
 Ironing boards
 Supplementary ‘give-aways’ and room supplies
 Facilitation of repairs and maintenance
 Replacement batteries for remote control units
 Response to lost and found situations
 Small electrical appliances, including kettles and jugs, TV, video, hair dryers, irons,
radios and alarm clocks
 Telephones

1.5.2 Handling guest request of services or items:

 Use of appropriate guest contact skills
 Eye contact
 Greet your guest (call his/her name if possible)
 Offer help
 Recording and confirming name and room number
 Use of appropriate internal form
 Apologizing, where appropriate
 Confirming detail of required service and/or items

An example of item requested conversation:

Staff : Good morning, sir. How may I help you?

Guest: Good morning. I need another bath towel. It fell down the floor.
Staff : Certainly sir. May I know your room number please?
Guest: It is #005.
Staff : All right sir. A bath towel for room 005, Will there be anything else, sir?
Guest: I guess that’s all for now. Thank you.
Staff : I’ll be happy to help you at any time and I’ll be back in 30 seconds with your towel.
Thank you.

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1.5.3 Simulation
Perform a simulation of providing requested items by a guest. You may choose one of the
items on the following: pillow, bed sheet, bedcover, cloth hanger, laundry bag, face towel.

An example of requested service by guest:

Guest: “Hallo, good evening. Housekeeping”
Staff: “Hallo, good evening. Yes sir, certainly. John’s speaking. May I help you?
Guest: “Oh, yes. I would like to have turndown service. Is it possible?
Staff: “Yes, sir. It would be all right. Could I have your name and your room number, please?
Guest: ”I am John Black and I am at room 468” How many minutes would it be?
Staff: “We’ll send our staff as soon as possible and I am with Mr. Black at room 468. Am I
correct, sir?
Guest: “Sure”
Staff: “All right sir. Thank you for calling housekeeping and have a wonderful evening”

1.6 Providing advice of housekeeping equipment

Guest: “Excuse me, sir. How can I use the coffee maker?
Staff: “All right, ma’am. I will be there in a moment. May I know your room number?
Guest: “Okay, I am in room 324.
Staff: “The housekeeping staff is now at the guest’s room”. Ma’am, I will show you how to
operate this machine. First, turn this red button for the power. And then, open the lid
and put the water into it. Next, turn on the red button and wait until the water is boiling.
After that put the coffee into boiling water and wait for 2 minutes before it’s ready. At
last, take out the jar and pour the coffee. The coffee is ready now”.
Guest: “Oh thank you, young man. You have been helpful to me”
Staff: “My pleasure, mom. Enjoy the rest of your day”

Simulation
Perform simulations with your partner. Simulations are about receiving and responding to
guest service and item, giving advice or demonstration to housekeeping service or items!
First, do the same as the example above but change the requested item or service. Second,
you may create your own but pay attention to the suggested steps!

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 UNIT 2
Housekeeping Cleaning

2.1 Objective learning

At the end of the course, students are able to clean public areas and facilities by using
appropriate equipment and chemical in accordance with housekeeping SOP of cleaning and
safety standard and students are able to maintain and store the equipment into proper place.

2.2 Learning assessment

 Asses the ability of selecting and setting equipment properly.
 Asses the ability of cleaning the dry and wet area (public areas and facilities

2.3 General Cleaning

General Cleaning is cleaning the places or certain areas in detail and thoroughly. To
execute general cleaning has to be scheduled because need extra man power and time and
also involve other department and very important also sometime involve the guests general
cleaning is scheduled every week, every month, etc., depend to the areas it selves.
The following areas : Guest room, Corridor, Lobby, Bar, Restaurant, Banquet, and
Management Office.

2.3.1 TYPE FLOOR

a. Hard floor : This flor is made from hard material, this type of floor is durable.
Note : this floor is slippery when wet. The following example : marble, ceramic, tile,
etc.
b. Soft floor (resilient) : This floor is made from vinyl, asbestor or linoleum. This floor
cannot stand from fire, this type need extra treatment.
c. Wooden floor : this floor is made from the wood or board. Cannot stand from fire, if
walk on this floor will produce sound or noise. This floor usually use for gym, dance
floor, exercise room.
d. Carpet : This floor is made from material, feather or colourfull yarn and pleasing to
the eyes. Also cannot stand from fire. The floor need extra treatment such as
vacuuming and shampooing.

2.3.2 HOW TO CLEAN VINYL FLOOR

To clean this floor we have to prepare brush & polisher machine, dustpan & mop, bucket,
wax, strip, complete and cape.
1. Mix wax strip solution with water (1:15)
2. Apply vinyl floor with chemical you have, let chemical works for 10-15 minutes
3. Brush vinyl using polisher/rotary machine, scrub area evenly until edges using cape
4. Rince floor with clean water then mop the floor
5. After vinyl clean and clear from debris, we can prepare for coating or waxing using
complete. To apply complete onto vinyl we have to performed well and spread evenly.
To maximize result we can repeat 2-3 times until vinyl shiny.

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2.3.3 HOW TO CLEAN CARPET FLOOR
We have 2 ways to clean carpet floor, that is Shampooing using shampoo machine and
scrubbing using polisher/rotary machine.
A. Cleaning using shampoo machine
1. Remove stain using stain remover and spot brush
2. Mix chemical and warm water (1:18) and put them into machine tank and do that
backward to exit
3. After finish let carpet dry, if needed use blower to faster drying process

B. Cleaning using polisher/rotary machine

1. Remove stain using stain remover and spot brush
2. Mix the chemical with warm water (1:12) and put onto back sprayer
3. Spray carpet using back sprayer and let chemical work about 5-10 minutes and
brush carpet using machine backward approach the exit
4. After finish let carpet dry, if needed use blower to faster drying process

2.3.4 HOW TO CLEAN MARBLE FLOOR

1. Layer system is gonna be the same as we clean vinyl floor
2. Mop the floor using forward and water (1:40) for daily maintenance

2.3.5 HOW TO CLEAN CERAMIC

Clean floor using chemical ceramic clean, go getter (1:10) dry floor using mop. For daily
maintenance mopping using water and reodor.

2.4 Cleaning Tools and Equipment:

 Broom
 Brush (Hard and soft brush)
 Hand brush
 Round head brush
 Toilet bowl stick brush
 Mop (Dry and wet mop)
Dry mops: Floor Mop to push the dust
Wet mops / damp mops: For Moping
 Bucket
 Regular bucket
 Twin bucket
 Polisher machine / Floor cleaning machine
 Carpet washing machine
 Glass squeegee / wiper
 Floor squeegee
 Floor dust mop
 Dustpan
 Scouring pad : polisher is made from sponge
 Vacuum cleaner

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  Back-pack vacuum
 Electric brooms
 Bottle sprayer
 Cloths:
 Swabs
 Wipes
 Dusters
 Rag / Micro Fiber Cloth
 Hearth and bucket cloth
 Polish applicators : From Broken Towel
 Trolley
 Mop wringer trolley / Combo Bucket
 Linen trolley
 Hand caddy / Service Bucket
 Carts and trolley / Service Cart
 Maid’s cart / room attendant’s cart / Service Cart

Note: The equipment picture is on the different page.

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 2.5 Chemicals
There are three kinds of cleaner or chemical categories that used in cleaning processes:

 Acid : pH 0 - 6
 Neutral : pH 6 - 8
 Alkaline : pH 8 - 14

Kinds of chemical:

1. Lasting impression. It is a kind of alkaline to cover hard surface floor.

2. Front court. It is to keep the wood in shiny condition.
3. Terra sheen. It is a kind of soap for linen and vinyl surface.
4. Virox. It is a kind of chemical that used for surface cleaner and public or crew
disinfectant.
5. Liquid hand soap. It is used as hand soap.
6. Liquid soap. It is used to clean object which made of porcelain or ceramic.
7. Detergent. It is used to remove dirt of linen or other materials.
8. Glass cleaner. It is used as glass cleaner.
9. Go getter. It is to clean toilet bowl and urinoir.
10. Glow metal polish. It is to clean or shine up the objects of stainless steel, chrome and
bronze.
11. Forward. It is used as cleaner and disinfectant that it can be used for every surface as
long as it can be washed by water.
12. Wax strip. It is a cleaner to clean or to remove dirt or layer on the surface of resilient
floor.
13. Complete. It is non buffable floor finish and also sealer.
14. Shine up. It is a cleaner of furniture.
15. Spot and stain remover. It is cleaner of carpet spot

2.6 Cleaning safety equipment

1. Hand glove, It is used to protect hands from liquid chemical.
2. Goggles. It is to protect the eyes from chemical splash.
3. Respirator. It is applied as a mask (around mouth and nose) to protect from chemical
spoil and fire.
4. Face mask. It is like goggle but it is to protect the whole face.
5. Apron. It is to protect the front part of body from chemical splash or spoiled.

2.7 Areas of cleaning may include:

 foyers, corridors, waiting areas and entrance areas
 car parks, footpaths and external walkways
 internal and external entertainment areas
 facilities in public areas, such as tables and chairs, pianos, elevators and escalators,
doors and windows
 delivery bays
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  swimming pool areas
 Foyer
 Footpath
 garden areas
 Lobby/waiting area
 Corridor
 Restaurant
 Restroom/toilet
 Crew area
 Gym area
 Meeting room

2.8 Cleaning procedures / methods – Housekeeping

Manual cleaning methods Mechanized cleaning methods
1. Sweeping 1. Suction cleaning / vacuum cleaning
2. Dusting 2. Spray buffing
3. Damp dusting 3. Polishing
4. Dust moping / dry moping 4. Scrubbing
5. Mop sweeping 5. Stripping
6. Spot moping 6. Laundering
7. Wet moping / damp moping 7. Dry cleaning
8. Manual scrubbing 8. Shampooing
9. Manual polishing
10. Spot cleaning

Here is an example of cleaning Front Office / Lobby Area:

Hotel lobby should be clean 24 hours of the day. All lobby and front office areas like
flooring, ceiling, furniture, glass doors, glass windows, ashtrays, fixtures etc. should be clean
at any given time.
1. Cleaning ashtrays:
 Check all the ashtrays and the main porch area.
 While emptying the ash trays make sure cigarette are not burning.
 Empty ashtrays and ash urns into the trash.
 Clean the ashtrays and return them to the correct spots.

2. Clear all trash bins:

 Remove garbage from dustbins and clean them if required.
 It is also a good practice to separate the recyclable items from the trash and place
them separately.
 If any trash found on the lobby area then pick them up immediately.
 Replace the cleared dustbins to the original spot.

3. Clean and disinfect telephone, Kios touch screen:

 Spray disinfectant on a dry cloth and clean telephone mouth piece, ear piece and
telephone instrument.

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  Repeat the same procedure on all house phones and telephone receivers on the fax
machine.
 Wipe the kiosk touch screen and remove finger print marks using recommended micro
fiber cloth.

4. Clean stairway handrails:

 Remove cob webs, dirt’s e.tc before cleaning the handrails.
 Apply cleaning solution and wipe the handrails.
 If mild detergents are used then wipe handrails with a wet cloth to rinse away away.

5. Clean all glass surfaces and windows:

 Spray windows and glass surfaces with water or appropriate cleaning solution.
 Use a squeegee and pull down from top to bottom.
 Overlap each stroke slightly to remove all water or cleaning solution.
 Use a lint free duster to wipe the glass surface so as to leave the entire glass surface
shiny.

6. Carpet and furniture upholstery vacuuming:

 Furniture is to be dusted and all the upholstery is vacuumed cleaned.
 Connect the appropriate cleaning attachment for vacuuming upholstered furniture’s.
 Vacuum furniture arm rest, seat back and the area behind the seat back.
 Use a heavy duty vacuum cleaner to vacuum all the carpeted area on the Lobby /
Front office.
 Vacuum under desks and other areas, Move furniture as and when required.
 Once cleaning is completed remove the vacuum dust bag and store the vacuum
cleaner on the pantry.

7. Mop and Sweep lobby floor:

 Sweep the lobby floor thoroughly.
 Place appropriate signage to warn the guest before mopping lobby floor.
 Mop with a damp cloth to remove all dust and dirt from the surface.
 Buff the lobby once in a day also the dustbins and ashtrays are cleared time to time.
 Clean all marble / tile /wood skirting with a damp cloth daily.
 Sweep lobby floor on a regular interval and also when requested by the front office
team.

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 UNIT 3
Clean and prepare room for In-coming guest

3.1 Objective learning

At the end of the course, students are able to clean and prepare room for in-coming guest in
accordance with housekeeping service standard.

3.2 Learning assessment

 Asses the ability of setting equipment and trolley.
 Asses the ability of accessing the guest room for cleaning.
 Asses the ability of bed making.
 Asses the ability of cleaning and preparing guest room.

3.3 Room knowledge

3.3.1 Types of rooms
 Single room : room for 1 person with only 1 bed
 Single studio room : room with 1 bed and 1 sofa for extra bed
 Double room : room with 1 queen bed for 2 persons
 Double – double room : room with 2 queen bed for 4 persons
 Triple room : room with double bed for 2 persons and 1 extra single bed
 Twin single use : room for 1 person only
 Queen room : room with 1 queen bed and extra sofa bed
 King room : room with 1 king bed and extra sofa bed
 Twin room : room with 2 twin bed for 2 persons
 Suite / Executive Suite : room with 2 rooms / more and have guest room and
kitchen
 Mini suite / Junior Suite : room with 2 rooms / more and have kitchen
 President suite / Presidential suite : room with 3 rooms / more with dining room,
kitchen, bar, meeting room, guest room
 Connecting room : 2 rooms is connected with door
 Adjoining room : 2 rooms side by side
 Smoking / Non – smoking room

3.3.2 Terms of room status

 (occupied)
 V (vacant)
 SO (sleep out)
 NB (occupied no baggage)
 DD (don’t disturb)

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  OO (out of order)
 DL (double lock)
 CO (check out)
 CI (check in)
 HU (house use)

3.3.3 Types of keys

 Pass key : room boy key
 Master key : Floor captain key
 Grand master key : Ex housekeeper Key
 Emergency key or double lock key : This key is special key to open double door from
inside

3.3.4 Room equipment

 Wardrobe
 Wardrobe lamp
 Luggage bench / rack
 Writing desk
 Writing chair
 Coffee table
 Arm chair
 Easy chair
 Mirror
 Drawer
 Dressing table
 Dressing chair
 Writing lamp
 Night table
 Night table lamp
 Ceiling lamp
 Standing lamp
 Wall mount bed lamp
 TV set
 Refrigerator
 Safety deposit box

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3.3.5 Bedroom equipment
1. Bed
 Head board : the board is located in the edge of the bed for guest head
 Mattress is a bed
2. Linen
 Bed pad / bed protector
 Bed sheet
 Blanket
 Pillow
 Pillow case / Sateen
 Bed spread / bed cover : Top part after finish bedding

3.3.6 Bathroom utensil

1. Bath tub : for bathing or showering
2. Bath tub plug and chain : To cover bath tub drain
3. Wash basin : For hand wash, teeth brush
4. Wash basin shelve : Rack / Shelf to put tooth paste, tooth brush, soap, etc.
5. Shower
Shower head
Shower pipe
Shower holder
6. Toilet bowl
Toilet bowl seat : for seating
Toilet bowl cover : To cover toilet bowl
7. Bidet : urinal for ladies with water
8. Bathroom curtain hook : To hang curtain
9. Bathroom curtain : for covering while take a bath
10. Towel rack : for towel

3.3.7 Bathroom linen equipment:

 Wash towel / face towel : Square small tower
 Hand towel : to dry a hand after hand wash
 Bath towel
 Bath mat : to dry your feet, usually on the floor

3.3.8 Bathroom supplies / amenities

 Toilet paper
 Kleneex tissue
 Tissue box
 Shower cap
 Shampoo
 Conditioner

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  Hair dryer
 Bath soap
 Soap dish
 Bath foam
 Bath robe
 Cotton bud
 Tooth paste
 Tooth brush
 Comb
 Waste basket
 Sanitary can
 Sanitary can plastic bag
 Disposal bag
 Ashtray
 Glass
 Glass cover
 Scale
 Flower vase
 Sanitary paper band

3.3.9 Guest supplies (At guest’s room)

 DD sign : guest doesn’t want to be disturb
 Make up Sign : opposite from DD sign
 Shoe shine paper : paper for brushing shoes in order to shiny
 Slipper
 Hanger
 Laundry list, pressing list and dry cleaning list
 Laundry bag
 Matches
 Desk set and fountain pen
 Stationary holder
 Suggestion paper
 Memo pad
 Hotel postcard
 Sewing kit : By Request
 Video and radio program
 Room service
 Door knop menu
 Telephone book
 Telephone guide and tariff
 Drinking glass

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  Tray
 Water pitcher and thermos
 Ice bucket
 Ice tong : to pick ice cube
 Tea set
 Flash light
 Minibar set and glasses
 Guest notice

3.4 Cleaning and preparing room for in-coming guest

3.4.1 Setting up the trolley

There are something needed to be concerned in setting up the trolley:

 Houseman / Housemaid sets his trolley as per the standard, like bed sheets in one
shelf, towels in another, bathroom amenities in a separate drawer.
 Maids cart can be compared as a giant tool box; it should be stocked with all the
required amenities to complete a complete shifts room cleaning.
 The maids cart should be spacious enough to carry all the required supplies for one
shifts work.
 The cart should be light weight, easy to clean and easily maneuverable.
 The cart has to be always well organized and well stocked before starting each shift.
 A well stocked maids cart will avoid unnecessary trips to the floor pantry.
 The amount of supplies loaded on to the cart depends upon the number of rooms, type
of rooms to be serviced on the assigned floor.
 The carts are normally stocked from the floor pantry.

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  Never over stock or under stock the cart: Overstocking will increase the risk of
accidents or damage to the supplies. Whereas under stocking can slow down the
efficiency of cleaning because of the regular trips to the floor pantry to collect the
required items.
 Record the items loaded on the cart on the Room assignment sheet.
 On one end of the cart there will be a bag for storing the dirty / soiled linens.
 There will be a garbage bag in one corner of the maids cart with a lid on it.
 Once the shift is over the maids cart / maids trolley to be moved back to the floor
pantry and all the shelves to be locked.
Few examples of supplies loaded on the maid’s cart:
1. Shampoo 11. Toilet rolls
2. Moisturizer 12. Tissue box
3. Mouthwash 13. Soap dish
4. Foam bath 14. Bath towel
5. Sewing kit 15. Hand towel
6. Shower cap 16. Face towel
7. Shoeshine 17. Bathmat
8. Detergent 18. Bed spread
9. Loofah 19. Pillow covers etc.
10. Disposal bag
The cleaning supplies are kept is a separate hand caddy, below are few items stocked on the
hand caddy.
1. Toilet cleaning solution
2. Bowl brush
3. Toilet brush
4. All-purpose cleaner
5. Cleaning clothes
6. Rubber gloves

3.4.2 Access in cleaning guest’s room

SOP for Entering the Guest Room

The housekeeping staff should follow the SOP given below for entering the guest room.

 Leave the DND (Do not Disturb) rooms undisturbed.

 Knock the door with knuckles and announce in pleasant voice in three times,
“Housekeeping…”.
 Wait for five seconds to hear the guest’s response.
 In case of no response, announce the same again.

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  In there is no answer second time too, open the door with the key and say
“Housekeeping …”.

Entering the room

 If the guest is found sleeping, withdraw from the room quietly.
 In case the guest answers, ask politely when he would like to service e the room.
 In case the guest wants it later, acknowledge his reply and withdraw from the room.
 If the housekeeping work is in progress and the guest returns from outside, greet him
and ask if the guest would like to return in some time.

3.4.3 Cleaning the bedroom

Preparing for Bed Making:
 Remove soiled bed linen from the bed.
 Look at the mattress pad / mattress protector to see if it is stained, torn or damaged. If
it is not straighten it and make sure the mattress and box spring are even.
 Always adjust the mattress with your leg and not with your back to avoid any injuries.
 If the mattress pad is stained then remove it.
 Get a clean mattress pad and place it on the mattress:
 Lay the fresh pad on the bed.
 Unfold the pad right-side up and spread it evenly over the Centre of the bed.
 Smooth out any wrinkles.
 Mattress pads / mattress protector comes in different size, be sure to use the correct
size.
 Make sure you have the correct size sheets.
 Do not use a stained or torn sheet. Place them immediately in your solid linen bag.
 Take three fresh sheets and 04 pillow cover / slips as per the bed size.

Making the bed:

 Pull the bed a little away from the headboard.
 Spread the 1st bed sheet and tuck the bottom side of the bed except for the four
corners.
 Take the loose end of the sheet, about a foot from the corner at the head of the bed and
pull it straight out, foaming a flap. Pull up the flap so it is flat.
 Tuck in the free part of the corner.
 Pull the flap out toward you and down over the side of the bed. Tuck the flap in.
 Move to the corner at the foot of the bed on the same side of the bed and repeat the
procedure.

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 Spread the second sheet the wrong side up, from the edge of mattress.
 Put Quilt 6” lower than the 2nd sheet / blanket (quilt)
 Spread the third sheet over the quilt.
 Fold the second sheet above the quilt and the third sheet and make a fold
approximately 6” to 8”.
 Tightly tuck the sheets under the mattress.
 Go towards the foot of the bed and tightly tuck the second sheet, quilt and third sheet
together.
 Maître the corners.
 Inset the pillows into the new pillowcase and tuck in the loose ends.
 Repeat this process for the other pillows.
 Place the pillow on the bed with the tucked edges facing the centre and the tucked
flaps on the other side of the pillows.
 Position the bedspread on the bed with equal amounts hanging over both sides and the
foot of the bed.
 Report to the supervisor if you notice stains or tears in the bedspread.
 Smooth the bedspread over the pillows to the head of the bed.
 Tuck the remaining of the bedspread under the front edge of the pillows.
 Smooth the surface of the bed.
 Check the bedspread for evenness on both sides.
 Push back bed towards the side of headboard in the exact position.
 All the four corners of the bed is mitered properly. Bed linen is stain free and properly
pressed. Bed has to be firm.
 Distance of the pillow from Headboard to the fold of the bed is approximately 20”.

Mitter Corner
 Lay the sheet on the center of mattress
 Let the loose end fall over the side
 Pick up the mattress
 Tuck in the lower end part of the sheet all across the foot of the bed
 Let the sheet fall over the side
 Pick up the sheet from the bottom corner
 Hold the corner high to form a triangle
 While holding the triangle with one hand use other hand to from a neat corner

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  Rest the triangle on the top end of the bed
 With the triangle still resting on the top of bed. Using both hands, tuck the hanging
part of sheet near the corner under the mattress
 Pull the triangle back and drop over the side
 Now tuck sheet under the mattress
 Straighten out the lines.
 The miter corner is completed

Miter is pronounced “My-ter”. Miter is the process of making a neat envelop fold of
the sheets on the edges of the bed.

3.4.4 Clean and prepare the guest room

SOPs for Cleaning the Guest Room
The SOP for cleaning the guest room is given below. Once the staff enters the room
and starts the housekeeping work, he must −

 Not use guest room linen as a door stopper or for cleaning and dusting the room.
 Keep the guest room door open while working.
 Open the curtains and patio door.
 Assemble the furniture and place appropriately.
 Keep the vacuum cleaner and other cleaning apparatus in the room.
 Inspect the bed and pillows for their condition as well as for any lost-and-found.
 In case of checkout room, deposit the left guest items to the floor supervisor. If the
room is still occupied by the guest, place the item such that it is safe as well as visible
to the guest.
 Empty ashtrays and rubbish from the guest room and bathroom dustbins into the trash
cart of the trolley.
 Pick up used glasses, mugs, ashtray, trays, and place them on bathroom platform.
 Spray the bathtub, basin, glasses, mugs, and trays with cleaning liquid. Let them soak
the chemicals from the liquid.
 Start dusting from an extreme inside corner of the room and work outwards.
 Clean wipe TV.
 Straighten the guest items.
 Sweep the room and patio floor.
 Mop the room and patio floor.
 Clean the glasses, mugs, and tray.
 Sanitize glasses, mugs, telephone device, and TV remote.
 Inspect the condition of bathroom slippers and bathrobe. Replace if soiled
 Close the patio door.
 Close all the curtains.
 Clean the entrance door.
 Close and lock the room door.
 Report any damage spotted to the supervisor.

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 SOPs for Cleaning the Guest Bath Room
The SOP for cleaning the guest bathroom is given below:

 Open bathroom ventilation.

 Sweep the bathroom floor.
 Scrub and finish the platform, bathtub, and basin.
 Scrub and finish the toilet bowl, rim, ring, and hinge.
 Wipe the mirror.
 Clean bathroom walls using wet mop or sponge.
 Replace amenities such as toilet roll, toilet block, shampoo, conditioners, and
moisturizers.
 Replace bathroom mat.
 Wipe down shower curtain working from top to bottom with a dry cloth.
 Replace bath towels and hand towels.
 Replace the dustbin liner.
 Close the bathroom ventilation.
 Clean the bathroom door.
 Keep the bathroom door open after cleaning.
 Check bathroom doormat. Replace if required.
 Report any damage spotted to the supervisor.

SOPs for Cleaning Balcony / Patio:

The balcony or the patio is the extensions of the guest room. The SOPs for cleaning them are
given below:

 Enter the balcony.

 Spray walls, railings
 Scrub and clean the bird droppings
 Wipe down rocking or sitting chairs and table
 Clean the door tracks appeared on the floor.
 Sweep the floor.
 Mop the floor.
SOPs for Do-Not-Disturb (DND) Rooms:
Every room has to be entered at least once a day by any housekeeping staff. The guests who
do not want to get disturbed by any housekeeping service tag their rooms with a Do-Not-
Disturb (DND) sign. The SOP for these rooms is as given below.

 Do not disturb by placing a call until 2:00 o’clock in the noon.

 After 2:00 p.m., the Supervisor calls the room to know the guest’s needs.
 The housekeeping staff contacts the supervisor to make sure whether to service the
room.
 If the call was not answered by the guest after two calling attempts, the room is
serviced.
 To his best judgment, the housekeeping staff enters the room and continues with the
usual housekeeping work.

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Turndown service
 The evening boy takes the status report of the floor from the desk.
 Takes the floor key/card and sign for it.
 Take a round of the floor corridor to maintain it clean and tidy. Take out trolley.
 Vacant rooms to be serviced from 6.00 p.m. onward.
 By 10.pm turn down service to be finished of all rooms.
 Departure rooms have to be cleared as per requirements.
Here are the steps:
Enter the guest room
 Find out if the guest is in the room.
 Announce yourself before entering the guest room.
 In case the guest is wants you to come back later then, politely as the time for Position
the maids cart in front of the guest room.

Turndown the bed

 Enter the room, empty dustbin and ashtrays.
 Remove the bedcover, fold it and place in the luggage rack drawer.
 Remove pillow from luggage rack and place it on the head of the bed.
 Make 90 angles with the second sheet.
 Quilt and third sheet.
 Spread the foot mat on the side of the bed. [The side where the corner is made] and
put slipper on top of foot mat.
 Always give turndown from the telephone side or inner side of the bed.
 For double occupancy, both corner to be made.
Place turndown amenities
 According to the hotel procedure place the turndown amenities on the bed. ( Eg:
Flower, Chocolate etc.)
 Place the Breakfast menu knob on the fold.
 Put on the bedside lamp.
Tidy the guest room
 Look around the room and straighten or tidy anything that is out of order.
 If a room is messy it may require more extensive cleaning.
 Remove any room service tray, dishes and move them to the service pantry.
 Empty the trash cans and replace the wastebasket liners.

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  Do a quick vacuum if required.
Tidy the bathroom
 Neatly fold used towels.
 Wipe the vanity area if required.
 If required replace the bathing towel.
 Clear the dustbin if used.
Create a pleasant atmosphere
 Turn on the bedside lamps.
 Close the drapes.
 Draw the curtains so that there is no light coming from the corners or centre.
 Set the A/C temperature to what was set by the guest.
 Double check everything, lock the room and leave the guest room.
 Update the status report.

3.4.5 Clean and store the trolley and equipment

The last step of cleaning and preparing room for in-coming guest room is cleaning and storing
trolley and equipment. Here are the procedures:

 Trolley and equipment are cleaned as company safety procedures.

 All stuff is stored appropriately as company procedures.
 Check the supplies and resupply the used stuff as company procedures.

Dry practice
Do the dry practice of cleaning and preparing room for in-coming guest individually. Follow
your instructor’s guidance thoroughly!

3.5 Lost & Found

Here are the lost & found procedures:
 An item left behind by guest either in the room or in public area identified by any staff
and brought under the notice of Housekeeping is termed as “Lost and Found” item.
 There should be one dedicated location to receive lost and found items whether it is
found in guestrooms, meeting rooms, public area or restaurants.
 The lost items must be secured in a locked closet or area that has highly restricted
access.
 Employees are instructed to bring items to lost and found area, with valuables
receiving immediate attention.

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  All items received to be recorded in a lost and found register.
 All items regardless whether it is valuable, non- valuable items and perishable items
must be recorded on the Lost and found register.
 Items should be put in a plastic bag noting the serial number from the register, place
found, date, name of the person found the item etc.
 Valuable items like Jewelry, mobile, wallets, laptops, iPod’s etc. must be stored in a
locker.
 If the Property management system has Auto trace functionality then put a trace on
the guest profile stating the there is a lost item held with the housekeeping department.
 Send Email to the guest to notify the guest about the lost item ( as per the hotel policy
)
 When guest calls up the hotel to ask about the lost item, only the person who
maintains the lost and found register should revert to the call.
 Once the item is sent to the guest / collected by the guest authorized person an
appropriate entry to be made on the system.

Sample lost and found register:

The lost and found items are classified as follows:

1. Valuable items.
2. No valuable items.
3. Perishable items.

Valuable items:

 One separate Register is maintained for Valuable lost and found items and the items
are kept in a safe Deposit Locker.
 Valuable items are kept for a period of six months ( as per the hotel policy),
 If there is no response from the guest, auction to be conducted.

Non valuable items:

These category items are kept for three months in safe custody after making necessary entries.
If there is no response from the looser till the time, these items are to be disposed off. Eg: To
be distributed to the finder.
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Perishable items:

 Perishable nature lost and found items are kept for three days.
 In case of any quarry and need to keep further is to be done accordingly.

Dry practice
Do the dry practice of accomplishing lost and found!

3.6 Taking message and Handling complaints

3.6.1 Taking messages in HK control Desk:
While taking a message the following procedure has to be followed:
 Name of the person for whom the message is intended.
 Name of the person leaving the message.
 The contact number of the person leaving the messages.
 Date, Time, and Initials.
 Details of the Guest request / Messages.
 Request forwarded to Staff.
 Status of the request.
 Repeat and confirm the message / request with the guest/caller.
 Pass on the message immediately to the concerned person or department.
 When taking a message, staff member has to ensure to collect accurate and adequate
information and pass it on to the appropriate person.
 Follow up with the concerned person and take update on the task until it is completed.
3.6.2 Handling complaints:
 Do not argue with the guest.

 The guest is always right.

 Listen attentively to the guest and understand what is exactly wrong.
 Write pertinent details down on the guest request tracking sheet.
 Apologize for the inconvenience caused.
 Rectify the situation if you can. These are some instances where common sense will
prevail and so as long as you are aware of the standard procedure of rectifying
complaints.
 Inform the Manager of all complaints immediately, even if you have successfully
resolved the situation.
 Note down the incidence on the log book and give handover to the next shift the issue
is still not resolved.
 Complaint has to be handled positively and with empathy for the guest, aspiring for
100% guest satisfaction as the outcome.

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  If the problem is out of your authority, inform the manager or Duty Manager.
 Guest should be kept informed of the developments.
 Record all the details in Guest Call Register.
Dry practice, do the taking message and handling complaints dry practice!

3.7 Kinds of Housekeeping forms

1. Room boy control sheet
2. Room report
3. Housekeeping report
4. Lost and found report
5. Lost and damages report
6. Repair and maintenance report
7. Linen inventory report
8. Cleaning and guest supplies report
9. Log book
10. Linen laundry delivery slip
11. Room check list
12. Lost and found book
13. Minibar daily sales report
14. Minibar daily late charge report
15. Minibar bill

“Note: the forms will be shown at different pages and will be given as your dry practice!”

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 UNIT 4
Guest Laundry and Linen Section

4.1 Objective learning

At the end of the course, students are able to process the guest laundry as the company and
safety standard.

4.2 Learning assessment

 Asses the ability of processing guest laundry service.
 Asses the ability of doing the linen stock and supply for guest room.

A valet is one of laundry staff who is in-charge of collecting and delivering guest laundry
to their room.

4.3 Guest laundry process

1. Record the dirty guest laundry on the guest laundry list ; complete the list by
recording these information (room boy’s job):
a. Room number
b. Guest name
c. Kinds of service (one day service or express service)
d. Laundry, pressing only or dry cleaning
e. Kind of guest laundry
f. The amount of the laundry
g. Staff signature
2. After the above process is done; put it into the laundry bag together with
laundry list.
3. Tied up the bag safely to avoid the lost.
4. The valet will do the same recording processes as the no.1.
5. After collecting all the guest laundry, valet will bring them to laundry.
6. Do a fast and separated service for an express service
7. Be more alert in handling guest laundry in avoiding service problem.
Here is the cycle of guest laundry process;

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4.4 Guest laundry service hour
Laundry service hour is form 08.00 a.m. to 20.00 p.m. There are 3 kinds of laundry
service; Laundry, pressing only and dry cleaning.
Based on time of service, there are two services; one day service and express service.
a. One day service laundry
It is from 08.00 a.m. to 10.00 a.m. and the delivery is at 18.00. p.m. The laundry
which comes after 10.00 a.m. will be delivered next day at the same time.
b. Express service
It is two hours laundry service and the price is more expensive than the regular
price. It is 50%.

4.5 Guest laundry delivery

The laundry staff who is in-charge of delivery is valet. It will be on laundry bag and
hanger delivery.

4.6 Linen Section

4.6.1 Linen equipment
There are some equipment needed by linen section, they are;
1. Linen counter
2. Table
3. Rack
4. Writing table
5. Telephone
6. Sewing machine
7. Trolley
8. Fire extinguisher

4.6.2 Linen delivery and supply

1. Collect all the dirty linens and do the inventory before they are sent to laundry
plant. It is a room boy duty.
2. Get the clean linen as the above inventory.

4.6.3 Linen room form

1. Log book
2. Linen and laundry delivery slip
3. Daily inventory list
4. Monthly inventory list
5. Lost and damage linen report

4.6.4 Linen inventory

1. Daily inventory
2. Weekly inventory
3. Monthly inventory

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 UNIT 5
Laundry Division

5.1 Objective learning

At the end of the course, students are able to have more knowledge about laundry department
and they are able to do laundry jobs at Laundry Company or hotel itself.

5.2 Learning assessment

 Assess the ability of general knowledge about laundry

5.3 Laundry equipment

Here is the equipment needed in laundry;
1. Trolley (it’s for clean or dirty laundry)
2. Table (it’s for clean linen)
3. Rack (it’s for clean linen)
4. Rack (it’s for clean guest laundry and laundry bag)
5. Hanger
6. Trolley (it’s for a hung laundry)
7. Trolley (it’s for wet laundry)
8. Bucket (it’s for soap and detergent)
9. Writing table
10. Telephone
11. First aid
Here is the equipment for guest laundry;
1. Vinyl cover for suite
2. Laundry bag
3. Plastic bag
4. Plastic hanger
5. Collar holder
6. Pressing tag
7. Laundry list
8. Guest hotel list
9. Laundry daily sales
10. Linen laundry slip
11. Cellulose tape (plaster plastic)
12. Raffia (tali plastik)
13. Polymark tape (pita untuk tanda pada cucian tamu)
14. Safety pin

5.4 Laundry Machines

Here are the machines of laundry;
1. Marker machine (mesin pemberi tanda cucian)
2. Washing machine
3. Extractor machine (mesin pemeras cucian)
4. Tumbler machine / Dryer machine (mesin pengering)

27
 5. Pressing (setrika press)
1) Cotton garment press
2) Collar and cuffs shirt press
3) Bottom and body shirt press
4) Yoke and shoulder shirt press
5) Sleeve mold shirt press
6) Rack stand shirt press
7) Buttoner pot shirt press
8) Shirt folder shirt press
6. Flat roll ironer
7. Ironer

5.5 Laundry liquid / cleaner agents

1. Liquid soap
2. Detergent
3. Bleaching
4. Softening

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5.6 Laundry signs

29
 REFERENCES

1. Darsono, Agustinus 1995, TATA GRAHA HOTEL (Housekeeping), Jakarta,

PT.Grasindo – PT.Gramedia Widiasarana Indonesia, Jakarta.
2. Website; https://setupmyhotel.com/, Housekeeping Department.

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 WORDS OF CRUISE SHIP TERMS

Marshaling Area : Is the main embarkation and disembarkation area of all

luggage and ship supplies and stores
Atrium : Is the central guest lobbry area, open by design to other
decks
Ergonomics : Is the science of proper body movement and functions, to
avoid injury.

Preventing strains and injuries from lifting

- Bend knees when lifting and use leg muscles, not your
back.
- Don’t turn or twist your back while lifting. Make sure
your footing is secure
- Use a cart to move heavy objects or ask for help (wear
back support if necessary)
Porthole : Window
Forward : Front of the ship
Aft : Back of the ship
Starboard side : Right side of the ship
Port side : Left side of the ship
Master : Captain of the ship
Cruise ship : Cruise liner
Inside room : Room with no port hole (window)
Outside room : Room with port hole (window)
Flat Ironer : Is very large machine where sheet, pillow cases and table
linen are pressed and dried. They feed into one side, pass
through hot rollers as they are pressed and dried
Galley : Kitchen
Cabin : Room/stateroom
Partition : Are wall-like deviders, installed for the purpose of
separations and privacy
Storage : Is a place where items are kept. (Chemical, equipment,
supplies)
Infrmary : Ship hospital
Embarkation : Is the process of guests check in
Debarkation : Is the process of guests check out
Pantry : Is the main location for glass washer, ice machine, and
storage of clean and dirty glass
Ice Machine : Is automatic ice maker and it’s located in the pantry
Back of the house section : Is public section. (areas, lobby, hallways, lounges,
corridors, crew area, reception, stairway, elevators, house
phone etc)
Front of the house section : Is guests section/room section

Housekeeping routine words

Blotting : Is the process drying or soaking up a liquid spill using an

31
 absorbent material (clean rag, absorbent, menyerap)
Buffing : Is the process of polishing a surface
Cleaning : Is the act of freeing an item from dirt contaminating matter
Dusting : Is the act of removing small dust from an item or surface
Mopping : Is the action or process of moving a clean absorbent
material (rayon) on a floor to either apply or pick up
liquid.
Separating : Is the act of setting apart items from others
Shining : Is the action of polishing to high gloss (kilau) appearance
Sorting : Is the act of organizing and separating items into
categories or classifications
Storing : Is the process of placing items in a designated location
(ditentukan).
Stripping : Is the first action in the process of removing a wax – like
build up or protective material from surface. (this step
usually done to prepare a sufface for re-sealing)
Sweeping : Is the process of passing a broom over an area to collect
debris/dirt.
Vacuuming : Is the process of passingan electric sweeper machine at has
the suction power to pick up and collect dirt for disposal
Washing : Is usually the first process in attempting to breakdown dirt.
It usually is accompanied by chemical to assist the
process.
Wiping : Is the process of rubbing with cloth or paper, in order to
clean or dry by using 5-overlapping method
Floor Restoration : Is the process of scrubbing a floor with a midly-abrasive
pad (neutralizing it and adding one coat at wax to it)
Labels : All chemical must be accompanied by an identification
label. (you will never use any chemical without labels)

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TOWEL CREATIONS
By : Holland American Line

A. Elephant

Step by Step

33
B. Gorila

Step by Step

34
C. Dog

Step by Step

35
D. Swan

Step by Step

36
E. Kitty

Step By Step

37