Professional Documents
Culture Documents
Housekeeping Procedures
Housekeeping Procedures
PROCEDURES
CROMWELL R. CABALU,MMHM,MBA
MODULE 1
INDUSTRY UPDATE
TYPES OF HOUSEKEEPING
DOMESTIC HOUSEKEEPING refers to
housekeeping maintenance in a house. It
covers bedrooms, kitchen, dining, receiving
area, grounds and the surrounding areas
within the house.
INSTITUTIONAL HOUSEKEEPING applies to
housekeeping maintenance in commercial
lodging establishments like hotels, resorts,
motels and inns.
Guest rooms
Lobby
Offices
Windows
Stores, concessionaires
Grounds
HOUSEKEEPING DEPARTMENT
ORGANIZATIONAL CHART
(For large establishment)
EXECUTIVE
HOUSEKKEPER
SECRETA
RY
HK, CONTROL DESK
SUPERVISOR
HORTICULTURIS
T/ FLORIST
ASSISTANT
HOUSEKKEPERS
FLOOR
SUPERVISOR
ROOM
ATTENDANTS
HEAD
GARDENER
GARDENERS
PUBLIC AREA
SUPERVISOR
HEAD
HOUSEMEN
CLOAKROOM
ATTENDANTS
HOUSEME
N
HOUSEMEN
LAUNDRY MANAGER
LINEN /UNIFORM
ROOM
SUPERVISOR
TAILORS
UPHOLSTERER
S
LINEN/UNIFORM
ROOM
ATTENDANTS
HOUSEKEEPING DEPARTMENT
ORGANIZATIONAL CHART
(For small establishment)
HOUSEKKEPER
HEAD GARDENER
GARDENER
FLOOR
SUPERVISOR
OUTSOURCED LAUNDRY
PUBLIC AREA
HEAD HOUSEMEN
OUTSOURCED
TAILORS AND
UPHOLSTERERS
ROOM ATTENDANTS
HOUSEMEN
LINEN /UNIFORM
ROOM SUPERVISOR
PA HOUSEMEN
HELPER
LOCATION
Hotels may be categorized by their location as
follows:
Downtown
Suburb
Resort
Airport
Motel
Camps
NUMBER OF ROOMS
Hotels maybe
classified by the
number of rooms.
The size of hotels
directly influences
the size of the
housekeeping
brigade. The
categorization by
size is as follows:
SIZE
NUMBER OF
ROOMS
SMALL
25 and less
MEDIUM
28-100
LARGE
101-300
VERY LARGE
301-1000
MEGA
Above 1000
OWNERSHIP
The size of the properties is largely
influenced by the financial options
available to an investor or group of
investors. Such types of businesses
maybe classified as follows:
Sole proprietor
Partnerships
Corporations
Disadvantages:
PRICING PLANS
Pricing plans is another way to classify hotels. The plans
are:
European plan
Room charges only
American plan
Room + all meals
Continental plan
Room + continental
breakfast
TYPES OF CLIENTELE
Type of clientele is another way to categorize
hotels. This category enables the hotel to
specialize on a type of clientele as against
those that are geared for multi-guest
profile.
Business hotel
Group hotel
Family hotel
Convention hotel
Youth hostels
LENGTH OF STAY
The classifications of hotels according to
length of stay are as follows:
Transient Hotel
Residential Hotel
FACILITIES OFFERED
Hotels can also be classified according
to facilities offered.
Star rating
Deluxe hotels
Convention hotels
Conference hotels
Casino hotels
Business hotels
Sport hostels
Budget hotels
Suite hotels
Bed and breakfast
Time-share
Condominiums
LESSON 3:
TYPES OF ROOMS
A housekeeping professional must be
familiar and knowledgeable about the
rooms of the hotel available for sale.
Each hotel has a variety of rooms to
meet the needs of the guests since
their needs are endless and their
motives for booking a type of room
maybe varied.
SIGNIFICANCE OF ROOMS
Room sales comprise 50% or more of the
total revenue of the hotel.
A sale of a room means leasing the room to
be occupied for at least 24 hours at a
predetermined cost.
Rooms are referred to as perishable
commodities and a room not sold to a
particular day is revenue loss for the day.
If a room was not ready when required due
to inefficiency of the housekeeping
department it can result also to loss of sale.
TYPES OF ROOMS
ADJACENT ROOMS are two rooms
beside each other across the corridor.
ADJOINING ROOMS are two rooms
that are either beside each other
and/or have an interconnecting door.
CABANA is a room with a sofa bed
situated beside swimming pools or
beaches.
MODULE 2
PROFESSIONALISM
THE HOUSEKEEPER
HOUSE POLICIES
Standardizes service
BE INFORMED about:
Clothing or uniform
Tips/gratuities
IMPORTANCE
IMPORTANCE
LESSON 3:
PROFESSIONALISM
BE PROFESSIONAL
Do not let personal problems affect
your job
Maintain good personal and
professional working relationships
Use self-control when handling
interpersonal conflicts
Avoid gossip
IMPORTANCE
Improves image of occupation and
employer
Increases guest satisfaction
Encourages repeat business
Allows one to more easily adapt to changes
BEING PROFESSIONAL
Employees who act with professionalism
have a good attitude at work, concerned
about quality of work and show good
judgment.
To BE PROFESSIONAL
Caring and considerate, e.g., help guests and coworkers, add supplies if there are additional guests
Cheerful
IMPORTANCE
BE A TEAM PLAYER
IMPORTANCE
Maintenance
Laundry/valet
Front desk/concierge
Room service
IMPORTANCE
MODULE 3
GUEST RELATION
LESSON 1: WORKPLACE
COMMUNICATION
FORMS OF NON-VERBAL
COMMUNICATION
Body language
Eye contact
Hand signals
Tone of voice
Distance between speaker and listener
EFFECTIVE COMMUNICATION
Speak clearly
Make eye contact
Avoid using industry jargon with guests
Listen attentively
IMPORTANCE
NON-VERBAL COMMUNICATIONS
Non-verbal communications is made up messages
transmitted by our facial expressions and the way we
move.
Our body language and our attitude are important
when we are communicating with guests. You should:
EFFECTIVE COMMUNICATION
Effective communication includes several
skills and techniques that must be
acquired.
Listen well
Understand well
Note:
IMPORTANCE
IMPORTANCE
The
The
The
Fire
Shops
Churches
Banks and automatic tellers
Medical facilities
Police stations
Public transportations
Tourism information centers
LESSON 3:
ROOM AND PROPERTY FEATURES
DEMONSTRATE USE OF GUEST ROOM FEATURES
IMPORTANCE
Discourages theft
Deliver the item to the room and ask guest to call for
pick up when item is no longer needed
Note:
IMPORTANCE
Empathize
Offer solutions
Monitor progress
Follow up
Note:
IMPORTANCE
Note:
ACTIVITY 1
Angry
Surprised
Afraid
Sad
Happy
ACTIVITY 2
Stop
Follow me
Pointing a direction
Yes/No answer
I dont know
ACTIVITY 3
Hair dryer
ACTIVITY 4
GCIC
Bonifacio Global City
ACTIVITY 5
MODULE 4
DEFINITION OF INDUSTRY TERMS
TIDY is re-check
TIP is gratuity
TOUR is a pre-planned program of travel
that includes one or more components, e.g.,
transportation, accommodation, sightseeing,
meals
TOURISM are activities of persons traveling
to and staying in places outside their usual
environment, for not more than 12
consecutive months, for leisure, business
and other purposes.
MODULE 5
SAFETY AND SECURITY
IMPORTANCE
WORKING SAFELY
LESSON 2:
EMERGENCY PROCEDURES
IMPORTANCE
FIRE SAFETY
CLASSIFICATION OF FIRE
Stay calm
Inform telephone operator or front desk
immediately of the situation
Stay with the person until help arrives
Do not move the injured person
Never dispense any medication
IMPORTANCE
IMPORTANCE
SECURITY PROCEDURES
Security procedures are important
because they help to protect the
property and ensure the safety of its
employees and guests. To respond in
accordance with security protocol and
contribute to a climate of security and
well being, you should:
Power failure
Theft
Vandalism
Fight
Harassment
loiterers
Stay calm
Take appropriate action:
REPORTING DISCREPANCIES
Type of item
Name of finder
date
4.
5.
6.
7.
8.
9.
10.
11.
MODULE 6
PREPARING FOR WORK
THE SHIFT
At the beginning of the shift, you should:
Sign in by using the punch clock or filling in
the time sheet
Sign out the required keys/key cards
Pick up the room assignment sheet and
check for special assignments and requests
Pick up necessary supplies to clean rooms
IMPORTANCE
Allows better organization
Helps to ensure that adequate
supplies will be on hand
Load supplies in
accordance with
establishment standards
ARRANGEMENT OF ITEMS
The lower shelf of the trolley is used to
carry heavier items like mattress
protectors, bed sheets, and night spreads.
The middle shelves contain pillow slips and
bath linen.
Linen will include
Note:
Dont overload the trolley as supplies
may be damaged and dirtied if they
fall.
Always keep your keys on you and
not on your cart
IMPORTANCE
Allows better organization
Helps to ensure that adequate
supplies are available
Bath robes
Shower curtains
Paper tissues
Toilet paper
Hangers
Pillows
Blankets
Garbage cans
Garbage bags
Vacuum cleaner bags
IMPORTANCE
Allows rooms to be cleaned thoroughly
and to property standard
Decreases waste
Increase safety and well-being of
guests and co-workers
Increases life of facilities and
equipment
Helps to prevent damage to surfaces
MODULE 7
CLEAN GUEST ROOMS
ACTIVITY 1
Watch this video clip and note/write
down the mistakes (you think) made
the room attendant.
LESSON 1:
ENTER AND CLEAN
GUEST ROOMS
ENTER GUESTROOMS
Check room assignment sheet
Check door to see whether guest is
ready to have room made up
IMPORTANCE
Confirms status of rooms
Allows early reporting of serious
breaks or missing items
Respects guest privacy
Clean bathrooms
Dust and check functioning of room
features
Disinfect telephone and ice buckets
Look for items left by guest
Check furniture for damage
IMPORTANCE
Reflects overall cleanliness of
property
Identifies damage and/or needed
repairs
May reveal items left by guests in
check-out rooms
Increases appeal of rooms
ENTERING GUESROOMS
The propertys guests expect to enjoy
a certain of privacy. They know you
have to clean the room, but they
dont want to be disturbed while they
are in the room. By following proper
procedures, you will protect guests
privacy and avoid embarrassing
situations.
1.
2. IF NO GUEST ANSWERS.
CLEANING GUESTROOMS
By proceeding systematically, you
work will be more consistent and
more effective. You will maintain the
quality of your work and the rooms
will be cleaned based on propertys
standards
Replenish amenities
Vacuum:
LESSON 2:
MAINTAIN GUEST ROOM
STANDARDS
PROVIDE TURN-DOWN / EVENING SERVICE
Provide turn-down service according to
house policy
Take care of special request
IMPORTANCE
Makes guests feel important
Increase comfort
Enhances propertys image
Allows opportunity to refresh rooms
IMPORTANCE
Gives positive impression of the room
Allows rooms to be presented
consistently
Reflects propertys of service
Turn on lights
Close curtains
Turn on radio to designated station
Fill the ice bucket
LESSON 3:
MAKE UP BEDS
MAKE BEDS
Strip the bed
Make the bed
Change or remove cots and cribs or
call for removal
IMPORTANCE
Increases guest comforts
Encourages neat appearance of beds
Saves time
Helps to prevent injury
Prevents contamination of linens
MAKING BEDS
As with other cleaning task, you
should work systematically when
stripping and making beds. Before
doing anything else, you should make
sure there are no personal belongings
on the bed or sheets.
Pillow cases
Bed sheets
LESSON 4:CLEAN
BATHROOMS
CLEAN BATHROOMS
Turn on lights
Put on gloves, e.g.,
disposable or rubber
gloves
Use only cleaning rags or
cloth designated for use
in bathrooms
IMPORTANCE
Minimizes the spread of bacteria
Shows the overall cleanliness of
property
Identifies damage and/or needed
repairs
CLEANING BATHROOMS
Bathroom cleanliness is extremely
important to guests. In their eyes,
this aspect, more than any other,
reflects the propertys standard of
quality and cleanliness. You should
therefore try to clean bathrooms
perfectly.
Clean shower:
Replace, if necessary
Make sure the shower curtain hangs neatly
Clean bathtub:
Ensure the shower
switch is off
Clean, wipe, dry and
shine the tiles, tub,
soap holder and
fixture
Remove hair from
drain
Ensure tub drain is
open and working
Replenish towels,
amenities, and
glassware:
Display amenities
neatly with labels
facing forward
Ensure that towels
are neatly folded
and properly placed
Ensure that there is
extra toilet paper
and paper tissues
Sweep or vacuum
Wash the floor with disinfectant using a clean
rag or sponge
Be attentive to corners, around the toilet and
behind doors
Wipe the baseboards
Wipe the floor dry
Report deficiencies
Turn off the lights
MODULE 8
CLEAN PUBLIC AREAS
Front Steps
Glass
Tiled surfaces
Floors/floor coverings
Wood
Fabric
sponge/cloth
brush/broom
squeegee/mop
vacuum cleaner
polisher/buffer
trolley
chemicals
IMPORTANCE
To prevent accidents
Question 1
Why should cleaning equipment and
material storerooms be kept secured from
unauthorised access in terms of safety and
cost?
Question 2
Explain the importance of maintaining
cleaning equipment in good working order
and the interrelationship with guest
satisfaction
Question 3
List the different types of cleaning
equipment and materials and explain their
purposes.
Why is it important to use the correct
cleaning materials specific to their purpose?
Question 4
Explain the importance of storing cleaning
equipment and materials correctly after use
Question 5
Why must protective clothing be
worn?
List possible accidents that may occur
to oneself or ones clothing when not
wearing protective clothing.
Question 6
Why is it important to keep public
areas clean?
ASSIGNMENT
Valet/ Butler Service Procedures
Laundry Service Procedures
5 laundering equipment and usage
procedure of each
Procedure on Stain Removal
Garment mending/repair
1 Needle
1 roll of thread
2 Buttons
Piece of cloth ( handkerchief size)
2
2
2
1
t shirts
polo shirts
pants
small traveling bag
September 30,2011
Laundering guest clothes
5 white garments
5 colored garments
MODULE 10
LAUNDRY
A commercial or off-premises
laundry refers to laundering activities
performed outside the establishment i.e.
given on a contract basis to specialists in
the field. In a rare circumstance, the
laundry is contracted and on-premises. An
on-site or on-premises laundry, however,
refers to laundering activities carried on
within the establishment by staff employed
by the hotel
THE
LAUNDERING
PROCESS
Arrival
On arrival, linen must be dealt with as quickly as
possible to ensure fast turn around time for linen.
There must be a separate section for guest
laundry.
Marking:
Marking may be temporary (guest laundry) or
permanent (monogramming of hotel linen). For
guest laundry initials of the guest as well as the
room number helps provides a clear
identification and helps correct billing.
Sorting
Sorting is carried out according to the type of
fabric and item, color and type of soil.
Sorting is done to separate those articles
that need dry cleaning from those that will
go through the normal wash process. Those
that need mending or stain removal must
be separated so that they can be dealt with
accordingly
Weighing
Weighing is carried out to conform
to the capacity of the washing
machine and to avoid overloading.
Repeated overloading can cause the
machine to breakdown. Under loading
will lead to wastage of detergents and
water, both cold and hot.
Loading
Loading is often done manually or
with a certain degree of full or partial
automation. Machines may be top
loading, front loading or side loading.
Washing
This process is designed to perform
three basic functions:
removal of soil / dirt
suspension of soil
discharge of the soil from the
machine to the drain
v) Mechanical Agitation
This refers to the centrifugal action brought
about by the movement of the drum that
causes friction between the linen articles
and is radically affected by overloading or
Under loading as it affects the speed of the
drum. Modern machinery often operates on
sensors, which are capable of gauging and
maintaining optimum conditions for a
specific load.
vi) Rinsing
Once the wash cycle is completed, rinsing is
carried out at least twice. The purpose of
this stage is to:
remove residue of laundry agents,
remove suspended dirt,
lower the temperature of the wash load by
the use of using cold water
A running rinse with an open drain is more
effective but a larger volume of water is
utilized.
vii) Hydro-Extraction
Is the removal of excess moisture
through centrifugal action and is
equivalent to wringing in hand
washing. Draining must precede
hydro-extraction and hydro-extraction
must precede tumble drying.
Unloading
Transferring washed linen from the Hydro-extractor to
the Tumble Dryer is normally done manually. It may
be done by an automated system where the cheese
is unloaded onto a conveyor belt that will transport
the linen to the next set of operations.
Tumble Drying:
This process is capable of rendering the linen
completely dry by blowing hot air ranging between
40 C and 60 C onto the articles. For articles that are
susceptible to damage by heat, there is the option of
simply air drying by circulating air at room
temperature.
Finishing
For those articles that require a
pressed finish, ironing and pressing
are usual. Articles like blankets,
towels, candlewick , bedspreads,
hosiery, etc. that do not require a
pressed finish are only tumble-dried.
Folding
Can be done by machine but in most
cases is carried out completely
manually. Employees in this area are
the one ones who reject stained or
damaged linen. Correct folding is
important to the appearance of the
article and makes it convenient to
store and use.
Airing
This is essential prior to storage,
especially if the articles are to be
stored in closed shelves. It ensures
that any moisture that is likely to
cause mildew will be got rid of.
Storage
Should be properly done in a well-designed
storage space. Linen should be allowed a
rest period to recuperate before it is used
again. As a general rule, at any given time,
approximately 50% of the total linen
inventory should be on the shelves, 25% in
use and 25% in processing. The storage
area must be isolated from the soiled linen
and kept clean.
Distribution
The linen is issued to the unit /
department for use and is usually
done by linen trolleys.
WASHING MACHINE
A washing machine, or
washer, is a machine
designed to clean
laundry, such as
clothing, towels and
sheets. The term is
mostly applied only to
machines that use
water as the primary
cleaning solution, as
opposed to dry
cleaning
Wash Cycle
A complete wash cycle is composed of
various stages and the time taken is
approx. 40 to 50 minutes. It has been
proven that quick wash cycles using large
volume of water broken down into the
following sequence is most effective.
Flush Suds Bleach Rinse Sour & Soft
Extract
Tunnel Washers
These are also called
batch washers or
continuous washers and
are in effect a series of
inter-connected washers.
Each bath is in a
different cylinder and the
load moves from one
cylinder to the next.
Computerized systems
automatically adjust the
time, temperature and
chemicals to be used, so
that each batch receives
the required treatment
Tumble Dryer
Dryers are machines that dry
laundry by tumbling it slowly in
a perforated drum exposed to
hot air ranging from 40C to
60C in low capacity dryers and
going right up to 85C in an
industrial dryer. There are
programs for delicate articles
with low or no heat. Dryers may
operate on gas, electricity or
steam. For speedy drying and
less wrinkling the volume of the
dryer should be 25% more than
the washer-extractor. Most
dryers have a microprocessor
computer control system.
Finishing Equipments
For those articles that require a
pressed finish there are many
finishing equipment.
Press:
Press is used for fine
pressing of Flat Linen
like Table covers,
Pillow covers, Napkins,
Kitchen linen, Staff
uniforms. They are
special presses to
perform specific
functions and
operation can be on
electricity or steam.
Puffer or Suzie
For coats and articles that do not crease heavily. The
articles are put onto a dummy that is inflated with
steam to remove creases and then with hot air to
remove the moisture created by the steam.
Tunnel Dryer
Clothes are hung on conveyor belts that pass through a
tunnel. Hot air blowing in the tunnel, renders the
articles completely dry by the time they exit. It is a
fully automated process that also transfers the linen to
the next area of activity.
Cabinet Dryer or Drying Room
Is a chamber where low-crease garments are
suspended on hangers and steam or hot air is
circulated through the cabinet.
LAUNDRY AGENTS
Water by itself is ineffective as a cleaning
agent, due to a phenomenon known as
surface tension. It although removes
water-soluble dirt, it has little effect on oils
and grease. Addition of a detergent allows
the water to penetrate, wetting the
garment thoroughly so that soil is more
accessible and its easy removal.
Detergents
Classification of detergents:
Synthetic / active detergent
Built-soap detergent
Enzyme-action detergent.
Suspending Agent
The role of the suspending agent in
cleaning is to hold the dirt in suspension
and prevent it from re-depositing onto the
surface of the clothing. The suspending
agent is carboxyl methyl cellulose
Sequestering Agent
These act along with the suspending agents
to hold dirt in suspension. They assist by
holding a greater amount of dirt in
suspension thereby reducing the likelihood
of re-deposition. They also have the
additional ability to dissolve lime salts that
are responsible for temporary hardness in
water. Sodium polyphosphates are used as
sequestering agents.