“HOUSEKEEPING SERVICES

IN THE NEW NORMAL”

 Topics

 Core Competencies of Housekeeping

 Housekeeping in the New Normal World
 The Core Competencies
1. Provide Housekeeping Services to Guests
2. Clean and Prepare Rooms for Incoming Guests.
3. Provide Valet/Butler Service
4. Laundry Linen and Guest Clothes
5. Clean Public Areas, Facilities and Equipment
6. Deal with/Handle intoxicated guests.
Core Competency 1
Providing Housekeeping Services to
Guests
Burj Al Arab
 1 Star Hotels
 Go Hotels
 Sea Bird Hotel Boracay.
 2 Star Hotels
 Red Planet
 Saniya Resort.
 3 Star Hotels
 Kabayan hotel
 Tides Hotel Boracay
 Copacabana Apartment Hotel
 4 Star Hotels
 Belmont Hotel
 Thunderbird Resort and Casino
 Discovery Suites Manila
 5 Star Hotels
 Solaire Hotel
 Conrad Hotel
 Shangrila Boracay
 Fairmont Hotel
City Center Hotels
All Suite Hotels
Historic Conversion Hotels
Highway Hotels/Motels
Tents
Villas/Chalet
Housekeeping Organizational Structure
HANDLING HOUSEKEEPING
REQUESTS
 Types of Housekeeping Request:

1. Guest Request
2. Requisition from staffs
 Guest Requests
1. Need for an item sent to the room
2. Servicing of Room
3. Repairs
4. Lost and Found
 A guest may request items or services
such as:
 Additional equipment
 Valet or laundry service
 Additional bedding
 Additional coffee, tea, and sugar packets
 Extra crockery or cutlery
 Vases
 Guest requests con…
 Replacement items for defective ones
 Extra bathroom supplies
 Extra stationery items
 Extra towels
 Extra hangers
 Power outlet converter/adaptor
 Ice and ice buckets
Servicing of Room
Repairs
Lost and Found
 Requests from Staff

 Cleaning
 Staff Uniforms
 Provision of Supplies
 Security
 Other Tasks
 Providing Excellent Levels of
Customer Service in Housekeeping
 Good personal presentation
 Greeting guests by their last name if known
 Providing excellent service at all times
 Giving the impression to guests that service
provided is done with pleasure
 Not rushing service delivery
 Making sure to ask the guest anything they still
want after delivering an item or service
 Con…
 Providing accurate information to guests
 Assisting guest in public areas
 Smiling
 Handling complaints professionally
 Using Guest Names where Possible
Tips for Using Guest Names
 Again, use the guest’s last name unless

instructed not to
 Never use nicknames

 Get the pronunciation right

 If guest’s name is unknown

 The best practice is to find out the names of the

guest
 Handling Complaints
 Noisy people in the room next doors
 Poor views from the balcony
 Noisy elevators near the room
 Noise outside the room which disturb guests
from sleep
 Lack of facilities in the room
 Quality of facilities that is below guest
expectations
 Advertising that has created expectations and
is not being met.
Handling Guest Requests Promptly
 Tips for Handling Guest Complaints
 Remain pleasant and courteous at all times
 Listen first, do not interrupt the guest
 Know the procedures for handling guest
complaints
 Inform the guest how their complaint to be
resolved
 Focus on the issue
 Apologize to the guest
 Notify your immediate supervisor
Recording Housekeeping Requests
 Confirming and Noting Details of
Complaints
Noting Necessary Details
When a guest is making a request, write down the
following:
 Guest name

 Room number

 Specific details of the request – type of item or

service, and quantity (if applicable)

 Time of delivery of item or service
 Advising Guests on the Delivery of
Identified Item/ Service
 Advising a Guest of the Timeline
 Instances When Agreement is Not Necessary
 Time Delays
 Keys to Making Apologies
Provide Housekeeping Requests
 Liaise with other staff to obtain and/or
deliver identified service or items
 The Need for Teamwork
 Safety and Security
 Responsibility
 Locate and deliver required items to guest
room
 “It’s not my job”
 Action is the key to responding to a request
 Passing on Requests
 Requests for Information
 Set up equipment in guest rooms
 In-room Meetings
 Elderly People
 Rollaway or Extra beds and Baby crib/ cots
 Collect Items from guest rooms as
required
Types of Items for Collection
 Furniture, appliances, or amenities that are not

used by the guest

 Housekeeping items left behind by staff

 Soiled linen, towels, bath mats that needs to be

replaced
 Replacement

 Previously requested items that are no longer

needed
 Guest items that require further action.
 Keys in Collecting Items
In case you would be late:
 Arrange for someone else to pick up the item

and make sure that they arrive on time

 Contact the guest and make an apology, then

arrange for a new timeline

 Always notify the guest if you are going to be

late
 If the item to be picked up is heavy, ask

someone to help you carry the item or bring a

trolley
 Upon your arrival to pick up the item:
 Knock on the door and announce “Housekeeping”
 Greet the guest by name
 Tell them why you are there
 Ask for permission to enter the room
 Thank the guest for their permission to do so
 Respect Depart the room. the privacy of the guest
 Pick up the item and walk to the door
 Make arrangements for a replacement item, where
appropriate and a time for its delivery
 Thank the guest again
 Provide Advice to Guests
 Advise Guests on Services and items Available
through the Housekeeping Department
 Advise guests on the use of items delivered to
guest room, if required
 Liaise with other staff and departments to
provide supplementary advice where
appropriate
Liaise with other staff and
departments to provide
supplementary advice where
appropriate
 Liaise with other departments
1. Report malfunctions as required
 How to Report Problems
Traditional ways of reporting these are:
• Verbally
• Completing a form
• If the establishment has an in-
house maintenance department,
the Supervisor will have to contact
them for repairs, if needed.
2. Advise management of dangerous or
suspicious circumstances
 If the activity illegal or immoral
 Taking Action
Examples of unusual item or situation:
 Unattended package left at a common area
 Bloodstained item
 A package left at a checkout room
 Weapon found in the room
 Drugs – or even packages that could have been
used to carry drugs
 Explosives
 Evidence of drug use in the room
 Suspicious occurrences or people
 Sounds that indicate damage is being done
Core Competency 2
Cleaning and Preparing Rooms for
Incoming Guests
Providing Guest Room
Services
What is a Guest Room Attendant?
 Responsibilities of a GRA

 Cleanliness and overall appearance of guest

rooms.
 Security of guest rooms and privacy of
guests/Guest Safety.
 Guest Relations
 Administration and Communication
 Characteristics of a GRA
These are some characteristics that are required
for GRAs to possess:
1. Knowledge

2. Skills

3. Attributes
 Importance of integrity, honesty, and discretion

A GRA who enters an occupied guest room must

never do the following:
 Read personal information or examine

property of the guest

 Use or consume any item that belongs to the

guest
 Share guest information

 Share the activities of the guest

Role of Communication to the GRA Job

Department’s concerned persons that GRAs

communicate with:
 Front Desk Attendants

 Maintenance

 Room Service

 Security
Good Grooming
Grooming and Personal Presentation
Standards
 Uniform

Complete uniform should be:

 Clean and wrinkle free

 Replaced when they are no longer up to

standard
 Worn properly

 Shoes and socks/stockings suitable for the

job
 No missing button
 Name Plate

 Should be worn at all times

 Worn on the left side of the chest
 Hair

 Short and well trimmed for males

 Tied up for females
 Must be natural colored
 With hairnet for females
 Clean and shaven beard for males
 Nails

 Short and trimmed

 Nail without polish
 Must be cleaned regularly
 Jewelry

 Only simple earrings for females is allowed

 No other jewelry except for wedding ring and
wrist watch
 Make up

 Excessive make up is not allowed

 No visible tattoos are allowed
 Odor

 Strong perfumes are not allowed

 Must use deodorant or antiperspirant daily.
 Personal hygiene

 Take a bath before going to work

 Brush teeth regularly
 Hands and face must be washed regularly
 Personal belongings

 Personal bags are not allowed in the work

areas
 Mobile phones and gadgets are also not
allowed in the work areas
Daily Activities
 Preparing for work

 Collect keys
 Collect daily room assignment sheets
 Stock housekeeping trolleys
 Determine the proper order of cleaning rooms
 Identify concerns and requests of guests
 Checking of room status report
 Entering the room

 Knock first according to the hotel’s standards

 Open the door
 Position the trolley at the doorway
 Cleaning the room

 Open windows for ventilation

 Take used guest amenities and trash
 Clean the shower, tubs, sinks, and bathroom
items
 Replace the linen and make the bed
 Inspect linen for any damages
 Inspect the room for possible safety hazards
 Inspect the operational condition of
equipment
 Report any safety concerns and defective
equipment
 Report lost and found items
 Clean room decorations, wall fixtures,
equipment and appliances
 Dust, brush, polish, and vacuum furniture
 Replenish guest amenities
 Check the contents of the mini bar and record
its status.
 Prepare rooms for guest arrival and stand by
for any requests of guests
 Deliver and collect items borrowed by guests
 Perform rotational cleaning duties
 Vacuum and sweep the guest room floor
 If needed, mop the floor
 Record status of the room on the room
assignment sheet / room status report
 Contact the immediate supervisor to update
the status of the room
 Take a last look
 Close the door
 Providing information to guests

 Respond to guests’ requests and complaints

 Explain to the guest the room equipment and
available facilities
 Provide information to the guest about the
hotel’s facilities and other available services
 Provide information about local tourist
attractions, local services and location of
places of religious worship
 Maintaining storage areas and trolleys

 Put the trolley back in the storage room

 Take out the used linen from the trolley
 Bring the soiled linen to the laundry room
 Replenish the linen and guest amenities
taken out of the trolley
 Handle lost and found items
 Clean mops and vacuum cleaners
 Remove trash
 Clean the storage room
 Closing shift

 Return room assignment sheets

 Coordinate for the room status
 Return keys
 PREPARING FOR
CLEANING DUTIES
 Housekeeping Briefing Session

 Check the attendance

 Discuss relevant information
 Address issues related to the conduct of work .
 Address the issue by identifying what the
problem was.
 Address issues raised by guests regarding the
preparation of the room
 Continuation…
 Announce upcoming training sessions and
notable staff absences
 Allocate rooms to the staff – based on room
status report.
 All GRAs will have a RAS
The Room Assignment Sheet
 Codes Used in the Room Assignment
Sheet/Room Status Report
1. C/O - Check-out-rooms
2. MUR - Make up room
3. Occ - Occupied Room where guest is
requesting service.
4. VD - Vacant Dirty
5. OOO - Out-of-Order
6. OS - Out of Service
 Room Status Codes continuation..

7. VC - Vacant Ready
8. S/O - Stay Over
9. D/O - Due out
10. DND - Do not Disturb
11. C/I - Check in
12. NCI- Newly Checked - In
Supplies and Equipment
Need for Sufficient Supplies
Equipment
Housekeeping trolley
Vacuum cleaner
Mops
Brooms and brushes
Buckets
Protective gloves
Housekeeping uniform
Cloths / Rags
Dustpan
 Cleaning Agents and Other
Chemicals
 Polishes  Toilet and urinal
 Detergents cleaners
 Glass cleaner  Dish washing
 Multi-purpose detergent
cleaners  Sanitizer
 Oven cleaners  Disinfectants
 Stainless steel cleaners  Deodorizers and air
 Leather cleaners sprays
 Porcelain and ceramic
 Pest control sprays
cleaners and similar.
 Other Supplies
Bedding
 Pillows
 Pillow slip
 Pillowcase
 Blankets
 Duvet filler, duvet jacket, , duvets
 Bed sheets
 Bed pad
 Bed runner
 Towels (face towel, hand towel, bath towel, bathrobe,)
 Floor mats
 Toiletries

 shampoos  bedroom slipper

 conditioners
 soaps
 lotions
 dental kit
 vanity kit
 shaving kit
 sewing kit
 laundry bag
Stationery
Paper products
 Promotional and informational material

 Service related materials such as doorknob

cards, breakfast menu, and newspaper.
 Do not Disturb and Please Make up Room
cards
 Directories
 TV program guides
 Menu card
 Brochures containing hotel available services
and facilities
Bags
 Give away items
 Bottled water
 Coffee
 Sugar
 Artificial sweeteners
 Creamer
 Tea
 Ordering and Receiving Supplies
Requisition form
 It contains:

 Name of requesting person

 Type of items

 Quantity of items

 Date
Loading the Housekeeping Trolley
 Manhandling
Man handling activities are:
 Lifting of supplies, boxes, etc.

 Carrying and transporting of items or supplies

to different places
 Pulling boxes and cartons of supplies to and

from the storage areas

 Pushing trolleys
Loading the Trolley
 Trolley handling tips:

 When a defect is identified on the trolley,

report it immediately.
 Push rather than pull.
 Always place the supplies in their designated
places in the trolley.
 As a rule of thumb, never lift anything heavier
than 16 kg on your own, as recommended by
OSH authorities.
 Trolley handling tips:
 Ask for help when necessary
 Trolleys are large and heavy enough by itself.
 The main concern when handling the
housekeeping trolley is to make sure that the
GRA is safe at all times while using it.
 Check the Housekeeping Trolley Before Use

1. Additional Items
2. Security of Housekeeping Trolleys, Supplies, and
Equipment
3. Position of Trolleys on Guest Floors
 It limits the movement in the corridor or
hallway
 It attracts thieves
 It lessens the chance of people bumping into the
trolley.
 In an event of a fire, corridors must remain clear.
 Identify Rooms to be Cleaned
1. Considerations for Timely Delivery of Cleaning
2. Organizational Standards
3. Types of Rooms
4. Status of Rooms
5. Other Considerations
6. Identify Rooms to be Serviced
CLEANING & CLEARING
THE GUESTROOM
Access & Entering Guestroom
Making the Bed
When Should the Bed be
Stripped?
 Stripping a Bed
1. GRAs must check for lost and found items.
2. Remove the decorative pillows, bed runner,
and pillow slips and cases.
3. Remove the duvet cover
4. Remove the bed sheet
5. Inspect bed pad
 Damaged or Soiled Linen
Types of Stains
 Urine and fecal stain.

 Blood

 Beverages – tea, soft drinks, alcohol

 Shoe polish

 Food

 Mud, dirt, grease, and oil

 Hair coloring stain

Making Up the Bed with Fresh Linen and Existing Linen
 Some special points in bed making:

 Use a bed runner across the bed to enhance the

bed’s appearance
 Number of pillows
 Use thru-pillows decorator pillows
 Placement of pillows
 Placement of complimentary item on the bed
Bed Making Styles
 Standard Bed making with
blanket
 Bed pad
 First sheet
 Second Sheet
 Blanket
 Third Sheet
 Pillow
 Pillow Slip
 Pillow Case
 Bed Runner
 Duvet Bed making Style

 Bed pad
 First sheet
 Duvet Cover
 Duvet in-fill
 Pillow
 Pillow Slip
 Pillow Case
 Bed Runner
 Bed Making Steps
1. Inspect bed pad for stains or tears.
2. Position the bed pad and secure the strings
3. Spread the first sheet and tuck in correctly by
considering the corners of the bed then miter
4. Spread the Second Sheet with wrong side up at
the edge of the bed
 Bed Making Steps
5. Spread the Blanket up to about 18 inches lower
from the edge of the bed.
6. Spread the Third Sheet at the same level with
the blanket.
7. Fold the second sheet downward, then miter
together.
8. Put the pillow inside a Pillow Slip
 Bed Making Steps
9. Insert the pillow with the opening into the
Pillow Case and insert the remaining part and
position them on top of the bed as per standard
10. Place the Bed Runner at the foot end of the bed
leaving about 6 inches towards the edge.
 Bed Making with Duvet
1. Inspect bed pad for stains or tears.
2. Position the bed pad and secure the strings
3. Spread the first sheet and tuck in correctly by
considering the corners of the bed then miter
4. Spread the duvet cover (either right side or
wrong side up)
 Bed Making with Duvet
5. If right side up, insert the duvet in - fill by
holding both ends up the “ears” (small
opening) of the duvet cover.
6. If wrong side up, place the duvet in - fill on top
of the duvet cover. Insert your hands and turn
it right side up holding the two ends.
7. Shake both duvet in - fill and duvet cover to fit
them in together
 Bed Making with Duvet
8. Spread the duvet cover with the in - fill inside
and fold about one foot downward from the
edge of the head board
9. Straighten it and tuck in giving attention to the
corners of the bed.
10. Insert the pillow inside the Pillow Slip
 Bed Making with Duvet
10. Insert the pillow with the pillow slip into the
opening of the Pillow Case and insert the
remaining part and position them on top of the
bed as per standard.
11. Place the Bed Runner at the foot end of the bed
leaving about 6 inches towards the edge.
 Making up Bed Using Existing Linen

1. Remove trash from the trash bins.

2. Check for stains and repeat the complete
procedure for bed making.
3. Dust the surfaces of the furniture without
opening the drawers and wardrobe where
guest items are stored. Make sure that the guest
items are returned back to its position.
4. Wash used glasses
5. Clean the bathroom
5. Tidy the furniture,
Core Competency 3
PROVIDING VALET SERVICES TO
GUESTS
 The many roles of a valet

 Housekeeper
 Confidant
 Guide
 Concierge
 Organizer
 Supervisor
 Guest relations
 DISPLAY PROFESSIONAL
STANDARD
Rapport
 The need to build rapport with guests

 Consistent use of a professional manner by the

valet
 Politeness and courtesy
 Use of correct etiquette at all times
 Use of guest name at all times
 Being truthful at all times
 Being tactful, diplomatic and discrete
 The need to build rapport with
guests
 Indicating when a personal opinion is being
given
 Maintaining privacy and confidentiality issues
relating to the guest and their stay
 Exhibit a constant willingness to assist
 Building trust and confidence with guests

 Being aware of the needs of the guest before

they arrive
 Having extremely high levels of product
knowledge about
 Making sure beyond all doubt everything told,
explained or discussed with the guest is true,
up-to-date and accurate
 Building trust and confidence with
guests
 Being proactive
 Always ensuring any promises are kept
 The guest will always judge a valet by their
actions rather than their words
 Not interfering
 Working quietly in the background is key to
this while, at the same time, listening and
observing the guest
 Clarifying guest requirements

 Thank the guest for their instructions and ask

them follow
 Use common sense to meet requirements
Obtain guest information in advance of guest arrival
 Why is it important to obtain this information?

 Learn about the guest

 Identify their individual needs, wants and
preferences
 Meet expectations
 Where and how can guest information be obtained?

The need to be proactive

 Ask management to contact the guest and
request information from them
 Contact guest support staff (such as personal
assistants) to obtain information.
 Possible sources of guest information

Information from venue staff who served the VIP

on their previous stay/s about:
 Likes and dislikes of the guest

 Things to do and not do for the guest

 Preferences in terms of things such as

 Requirements relating to the room

 Problems encountered by the guest or their

party
 How to determine guest requirements and preferences

Prior to guest arrival

 Reading internal guest history

 Reading hard copy and electronic

communication from the guest, their agent or

staff
 Talking to the guest, guest staff or management

of the venue
 Talking to venue staff and external providers
who have previous experience with the VIPs.
 When guest has arrived

 Use common sense to determine what to

provide
 Ask the guest or their staff
 As soon as possible
 By describing options available
 Clarify specific valet attendance requirements
 Examples of guest requirements and preferences

 Specific brands of beverages or food

 Newspapers or magazines to be provided in-
room
 Colors of Smarties to be supplied
 Setting of temperature for air conditioning
 Calls to the room – reminder or wake-up calls
 Car or transport
 In-room services
 Individual requirements for service
provision may embrace:
 Organizing excursions
 Making restaurant or theatre bookings
 Arranging meetings with local identities,
authorities, personalities or nominated other
people, businesses or groups
 Providing advice about personal services
 Making or confirming travel arrangements
Liaise with other staff and external service providers to meet anticipated guest needs
 Activities involved in liaising with other staff

 Meet with staff to discuss guest stay

 Share original information about the guest
 Organize the arrival of the guest
 Notify other staff or departments of guest
arrival
 Informing management
 Advising Front Office
 Activities involved in liaising with
other staff
 Confirming guest numbers with the Kitchen or
Food and Beverage department
 Notifying internal Security
 Contacting Housekeeping
 Communicating with whatever personnel or
departments necessary to respond to guest
needs and requests as they are identified on
arrival.
 Welcoming the guest

 Confirm the people in the guest’s party with

Reception
 Practice saying the guest’s name
 Identify the correct form of address for the
guests
 Make a last minute check of the guest room or
suite
 Conduct or participate in a staff briefing
 Welcoming the guest
 Meet with management to discuss and
organize the arrival addressing:
 Where the guest will arrive
 Expected time of arrival
 Activities organized as part of the arrival
 Who will be present to greet the guest
 Media attendance
 Welcoming the guest
 Security arrangements
 Transportation of luggage to the room
 The sequence in which „welcoming the guest‟
will occur
 The welcome

Stage 1 is the formal, yet quite brief introduction

to the guest when they arrive at the venue.
Stage 2 is the private and more private and
personal introduction where the valet should:
Advise guest of available services
 Product knowledge

 The venue itself

 The local area and external provisions
Competency 4
Laundering Linen and Guest Clothes
 Providing Laundry Services
 Basic Folding Techniques
 Packing laundered items
 Receiving laundry
 Removing stain
 Sorting laundry
Core Competency 5
Cleaning Public Areas, Facilities &
Equipment
Basics of Public Area Cleaning
Facilities and Equipments
Manual Cleaning Equipment
Electrically Powered Equipment
Personal Protective Equipment (PPE)
Ensuring equipment cleanliness and safety for cleaning
 What do I need to inspect?

 Equipment does not have any jagged parts,

edges that can cause injury
 Damage to equipment has not affected its
operational safety
 Inspect and clean the exterior of cleaning
equipment – to enhance presentation and
project a positive image for the company.
Minimize customer inconvenience
 Preparatory Task for Cleaning Hazards

 Barricade the work area or place safety

warning signs
 Barricades and signage must be put in
position before any cleaning begins.
 Use equipment correctly and safely
 Safe Manual Handling Practices
Cleaning Agents and Chemicals
Core Competency 6
 DEAL WITH\HANDLE
INTOXICATED GUESTS
Responsible Serving of Alcoholic Beverages
There are several behavioral warning signs that
can help service employees recognize that the
guest is becoming intoxicated:
 Relaxed inhibitions

 Impaired judgment

 Slow reactions

 Decreased coordination
DETERMINE THE LEVEL OF
INTOXICATION
 APPLY APPROPRIATE
PROCEDURES

Offering Assistance to an Intoxicated Guest

 Types of Assistance
 Communicating with the guest
 Promote Non – Alcoholic Drinks
 Slowing Down Service
 Offer Water
 Offer Food
 Advise other staff
 Communicating with Guests

T – Tell Early
A- Avoid Put-Downs
K-Keep calm
E- Ever Courteous
C-Clarify Refusal
A – Alternatives
R- Report
E – Echo
Reducing the possibility of a troublesome
confrontation
 Alert back up
 Remove alcohol from the guest’s sight and
reach
 Be non-judgmental
 Be firm
 Minimize confrontation
Reducing the possibility of a troublesome
confrontation
 Remind the intoxicated guest that driving
while intoxicated is dangerous and against the
law, and suggest an alternate form of
transportation.
 Consider calling the police if a person insists on
driving while intoxicated.
 Keep a personal record of the incident.
Dealing with Difficult Situations
COMPLY WITH LEGISLATION
SECTION 4. Prohibited Acts – The following acts are prohibited:

1. The purchase of alcohol by minors from

vendors or other sources
2. Purchasing or obtaining alcohol for minors.
3. Misrepresentations of one’s age
4. Allowing the consumption or possession of any
alcoholic beverages by a person less than 18
years of age
 Strategies to prevent underage drinking

 Check before serving the alcohol

 It is a good practice to check the age of the
guest before serving alcohol.
 Requesting Identification
 Checking of Identification

- Check the ID in a well-lit area

- Do not rush in checking the ID
- Look for signs of tampering (modification of
pages, photos, dates)
- If still not convinced with one ID ask for another
one and then compare
- Take the ID and ask the guest for his details
Housekeeping Services in the New
Normal
Housekeeping Software
Smartphone in Housekeeping
Without Housekeeping Software
Ensuring Safety for Staff and Guests
Lean Teams are the New Norm
Increased and Urgent Need for Flexibility
and Visibility
Increased Focus on Cleanliness
Adopting New Standard Operating Procedures
External Communication of Cleanliness
Outfitting Housekeeping Departments with PPE
Opt-In Housekeeping & Safety Consultations
 Additional trends:
 Focus Areas for Cleanliness
 High touch areas
 Rooms
 Technology
End …