HOUSEKEEPING NC II

CORE COMPETENCY
• PROVIDE HOUSEKEEPING SERVICES TO GUEST
• PREPARE ROOMS FOR GUEST
• CLEAN PREMISES
• PROVIDE VALET/BUTLER SERVICE
• LAUNDRY LINEN AND GUEST CLOTHES

Housekeeping refers to the upkeep and maintenance of cleanliness and order in a

house or a lodging establishment such as inn, hotel, apartelle, condominium, resort,
dormitory or a hospital.

Housekeeper is the one who is responsible for administering housekeeping

maintenance and for insuring that everything is in order.

Types of housekeeping
1. Domestic housekeeping is maintenance in a house. It covers bedrooms, kitchen,
dining, receiving area, grounds and the surrounding area within the house.
2. Institutional housekeeping applies to housekeeping maintenance in commercial
lodging establishments like hotel, resorts, inns and apartels. It covers the
following areas: restrooms, hallways and corridors, lobby, public rooms and
restaurant, offices, stairways, windows, stores, grounds, linen and laundry area.

Scope of housekeeping maintenance

1. Guest room maintenance
2. Public area maintenance
3. Providing linen and laundry service
4. Washing, issuance, repair and inventory of employees uniform
5. Installation, cleaning and maintenance of fixtures and facilities like furniture and
appliances.
6. Provision of special services, baby sitting, polishing shoes etc.

Standards of ideal housekeeping

1. Cleanliness 6. Safety
2. Orderliness 7. Materials control and Preventive
3. Sanitation maintenance
4. Guest comfort 8. Guest relations
5. Eye appeal

Cleaning equipment
1. Vacuum cleaner 2. Floor polisher 3. Carpet extractor

Cleaning supplies and materials

1. Carpet sweeper 10. Floor and window squeegees
2. Room boy’s cart or trolley 11. Ceiling brooms and cobwebs
3. Scouring pads 12. Oilers
4. Dusting cloths 13. Tongs
5. Cleaning towels 14. Trash bags and plastic liners
6. Polishing cloth 15. Soft broom and stick broom
7. Hand brushes 16. Sponges
8. Toilet bowl brush 17. Buckets
9. Mop with mop handle 18. Insect Sprayer

Cleaning chemicals
1. Wood polish 9. Muriatic acid
2. Insecticides 10. Wax stripper
3. Methylated spirit 11. Degreaser
4. Air freshener 12. Emulsion wax
5. Carpet stain remover/atomizer 13. Polymer sealer
6. Disinfectant/ Lysol w/ sprayer 14. Solvent wax
7. Metal polish 15. Stone wax
 8. Lacquer or paint thinner 16. Drain cleaner

General rules in the use of cleaning equipment

1. Check electrical appliances and equipment before use. Check if there are frayed
wires, loose plugs and connections. Never use defective appliances.
2. Handle equipment with care and make sure it does not bump on hard surfaces.
3. Clean and store equipment in their custodial room immediately after use.
4. Empty dust bag of dry vacuum cleaners before they over load and after each
use.
5. Follow manufacturers and operating instructions.
6. Schedule a regular check up of equipment to prevent serious breakdown.
7. To avoid electric shock or short circuit, do not expose equipment to rain or water.
8. Electrical equipment should never be used in wet surfaces.

Cleaning Standards
1. Sweeping 9. Waste disposal garbage containers
2. Mopping 10. Cleaning of ashtrays
3. Floor cleaning 11. Cleaning of drinking fountain
4. Floor finishing 12. Bathroom and washroom cleaning
5. Vacuuming 13. Dusting/cleaning of furniture and fixtures
6. Dusting 14. Ceiling cleaning
7. Window cleaning 15. Grounds maintenance
8. Cleaning glass panels, mirrors

Before using the vacuum cleaner

1. Check the voltage 2. Check the cord 3. Connect the appropriate nozzle

Types of nozzle
1. Combination nozzle 3. Tip nozzle - wet and dry
2. Brush nozzle - corners and sofas 4. Drape nozzle

Parts of vacuum cleaner

1. Switch 5. Hose
2. Power adjuster 6. Extension tube
3. Dust bag 7. Air regulator (nozzle)
4. Washable or disposable filter

Parts of floor polisher

1. Handle 5. Brush handle
2. Accelerator 6. Handle adjuster
3. Cord 7. Pad
4. Wheel 8. Plug

Guestrooms are serviced and maintained through the following services.

1. Maintenance of order and cleanliness
2. Safekeeping of lost and found items
3. Coordination with other sections on matter involving guestroom maintenance and
servicing of guests needs complaints and concern.
4. Provision for other services
5. Attending to other guests needs and concerns

Various forms and documents installed in guestrooms

1. Where are you: Form
2. Customer feedback form
3. Acknowledgement receipt
4. House rules for guests
5. Safety instruction in case of fire

Classification of guestrooms
A. According to number of beds B. According to price, layout and facilities
1. Single room 1. Economy room
2. Twin room 2. Standard room
 3. Double room 3. Deluxe
4. Double-double 4. Studio room
5. Triple 5. Connecting room
6. Quadruple 6. Suite-junior, penthouse, executive &
7. Family room hospitality
8. King room

Types of beds
1. Single bed - 36 inches x 75 inches 4. King bed - 78 x 80
2. Double bed - 54 x 75 5. Roll - away bed
3. Queen bed - 60 x 80

Making up a bed

1. Bed skirt 5. Blanket

2. Bed pad 6. Third bed sheet
3. First bed sheet (bottom) 7. Pillow with slip and case
4. Second bed sheet - wrong side 8. Bed cover

Room status
1. OC - occupied clean 7. BLO – blocked
2. VC - vacant clean 8. NS - no show
3. VD - vacant dirty 9. SO - slept out
4. OOO - out of order 10. DND - do not disturb
5. OOS - out of service 11. VR - vacant ready
6. OD - occupied dirty

Terminologies used to describe various types of guests

1. VIP well known guest, high ranking officials or executives
2. V-VIP very VIP dignitaries, ambassadors, presidents
3. FIT free independent traveler or foreign individual tourist
4. Joiner

Preparations for quality housekeeping

1. Prepare for the job
2. Prepare the required tools, equipment and supplies
3. Set priorities

A. Secure a room status report from the supervisor

B. Prioritize rooms cleaning as follows:
1. First - check out room
2. Second - rooms with make- up request of guest
3. Third - occupied rooms without request and without make-up sign
4. Fourth - vacant rooms that need follow up.

List of room amenities in commercial hotel

A. Bedroom amenities
1. Door signs DND do not disturb 9. TV set
2. Door signs MUR make-up room 10. Night table
3. Closet with at least 6 hangers 11. Guest folder or compendium
4. Beds-single, double, queen, king 12. Dresser chair
5. Bed linen 13. Coffee table with 2 easy chair
a. bed skirting or flounch 14. Floor lamp
b. bed pad 15. Service tray with thermo bag
c. bed sheets 16. Side table
d. bed covers 17. Room service menu
e. pillow w/ pillow case 18. Directory of hotel services
6. Shoe horn and shoe cloth 19. House rules
20. Telephone with in house telephone
7. Luggage rack directory
8. Dresser table w/ vanity mirror 21. Safety handbook
and dresser lamp 22. Fire exit directory
 B. Bathroom amenities
1. Bathroom linen- bath, hand and 7. Facial tissue
face towel 8. Garbage can underline with plastic linen
2. Bath mat 8. Laundry bag
3. Hair shampoo and conditioner 10. Pressing and laundry kit
4. Shower cap 11. Morning kit
5. Soap 12. Sanitary bag
6. Toilet tissue
C. Luxury amenities
1. Bubble bath 5. Bath robe 8. Slipper
2. Sewing kit 6. Body scrub 9. Fruit basket
3. Hair dryer 7. Hand and body lotion and cologne
4. Water heater w/ 2 cups, teaspoon & sachet of coffee, tea, cream and sugar

Fundamentals of Customer relations

1. Before entering a room, knock on door and wait.
2. Make -up or clean a room only when the guest is out, unless it is impossible to
service the room otherwise.
3. Do not remove any of the guest property no matter how insignificant.
4. Be courteous in all guest contact, no matter how annoying the guest maybe
5. Be considerate of the guest.
6. Straighten the room, but do not reorganize it.
7. Fulfill any routine guest requirements.
8. When working alone in a room leave the door ajar and leave the cart in the hall
or in front of the door.
9. Report anything unusual to other housekeeper or security immediately.
10. As general, smile or keep quiet while some guest wants to talk, others do not.

Entering the Guest room

1. Check the room assignment sheet
2. Confirm the room number
3. Determine the room status
4. Not any request and guest name if it is provided
5. Check door to see if guest is ready to have room made up, return later if DND
sign or night lock is on
6. Knock on the door with the knuckles not with the keys, wait a moment and knock
again if there is no answer
7. Announce yourself (“housekeeping” and wait for a moment) 20 sec.
8. If guest answer (sorry to disturb you, this is housekeeping when would you like
me to make- up your room? If the guest would like the room made up later,
record the time when the room should be clean
9. If no one answers, unlock the door and open it carefully in case the door is chain
is in use. Contact your supervisor if there is no sign of the guest and the door is
chained; enter the room slowly saying housekeeping. If the guest is in the room
but does not respond (asleep or in shower) leave the room. If the guest is not in
the room place cleaning supplies in the room, place the cart in front of the guest
room door to create a partial barrier or keep the door shut and keep “Room
being serve sign”.

Cleaning the Guest room

1. Turning on the light, ventilate the room.
2. Check the luggage. Treat found luggage and other found items.
3. Remove loaded items if the guest is finished the item.
4. Dispose of garbage carefully.
5. Disinfect garbage cans and replace garbage bags.
6. Remove dirty items and ensure that no guest belongings are in the soiled linens,
when you remove soiled linens.
7. Make beds.
8. Clean bathrooms.
9. Dust and check functioning of room features.
10. Disinfect telephone and ice-bucket.
 11. Look for items left by the guest under the bed on in the drawer. If you find
anything you should bag and wrap or label items for lost and found. Inform your
supervisor immediately when valuable items are found.
12. Check furniture for damage holes, tears, burned or stained in upholstery, drapes
or carpets.
13. Notifies supervisor and indicate room assignment sheets if any furniture or items
is missing.
14. If there is extra furniture in the room, return to its proper place, request
assistance if reduced.
15. Check walls, carpets, windows and doors softly clean if required.
16. Replenish guest room supplies amenities.
17. Vacuum or sweep the floor.
18. Before you leave check the overall condition of the room.
19. Turn off the light and lock the door.

PROVIDE VALET/BUTLER SERVICE

Roles and responsibilities

1. Gives personal services
2. Attends to request according to guest satisfaction
3. Provides courtesy communication

Types of personal service

1. Lady guest - Bathroom assists, grooming assists, dressing assists, polishing
shoes and bags and fixing cabinet dresser and luggage.
2. Gentlemen guest - parking of cars or limousine assist, receiving luggage, closet
keeping, fixing necktie, cufflinks and the pin, polishing and keeping shoes.
3. Concierge’s service
4. Limousine or traveling services

How to pack luggage

1. Fold the clothes properly
2. Check the luggage if it has damage
3. Insert first the pants
4. Jackets
5. Upper clothes - pop, t-shirt
6. Top is underwear/handkerchief
7. Make sure that the luggage is not overload.
8. Close luggage properly and carefully

LAUNDRY AND LINEN SERVICE

1. Valet Runner - pick up and deliver guest laundry

2. Sorter/marker - sort, classify and label laundry items
3. Linen attendant - does the recording, storage and issuance of linen
4. Washer - responsible for washing and drying laundry items
5. Flat ironer - does the ironing
6. Steam presser - performs steam pressing
7. Dry cleaner/spotter - assigned to dry cleaning and spot removal
8. Seamstress - does mending of guest laundry or employees uniform

Basic wash steps

1. Flushing 1-3 minutes 5. Rinsing 1-3 minutes
2. Breaking 3-7 minutes 6. Sour and soft step 3-5 minutes
3. Sudsing 5-8 minutes 7. Extracting 1-12 minutes
4. Bleaching 5-8 minutes 8. Interdictor extracting 30 seconds- 2 minutes

Segregate items by
1. Color 2. Classification 3. Extend of soilage

Washing with automatic washer

1. Select appropriate load S,M,L
 2. Add washing detergent (powder or liquid, bleach, fabric softener, alkali
3. Adjust the water temperature - hot, cold, warm
4. Segregate the soiled linen by classification
5. Select the right wash cycle and time
6. Follow manual instruction for precautionary measure

Laundry equipment
1. Washer 5. Flat work iron
2. Dryers 6 Steam presser.
3. Spotting table 7. Laundry cart
4. Hydro extractor 8. Ironing table/Iron (steam and dry)

Basic Steps in ironing

1. Wash hands 4. Check/clean iron and iron board
2. Gather materials 5. Wear comforter clothes
3. Sort/segregate

Ironing Polo
1. Inner collar 6. Front side of cloth (lapel)
2. Outer collar 7. Back
3. Cuff 8. Sleeves
4. If there’s liner 9. Hemline (laylayan)
5. If there’s pocket

Ironing pants
1. Waist line 3. Legs
2. Pocket 4. Hemline (laylayan)
3. Hips

Packaging and presenting guest laundry by

1. Folding 3. Labeling
2. Wrapping 4. Providing report

Make up room procedure

• Place the cart in front of the door and knock
• Active doorbell or knock gently (identify yourself and ask permission. Say “may I
make up the room now)
• Empty all trash cans/baskets
• Replenish the soiled linen
• Make up the bed
• Clean/vacuum the floor
• Dust the furniture and fixtures, then polish the mirror
• Replenish other guestrooms supplies
• Make up bathroom

1. Empty trash bag/cans.

2. Flush toilet bowl first at least 2 times before you open it.
3. Pour the toilet bowl cleaner to disinfect and deodorize all areas including the
hidden surfaces.
4. Leave the toilet bowl cleaner to soak and make it easier to remove.
5. Start cleaning from the top to bottom (ceiling, tiles, shower down to the bath
tub).
6. Clean the toilet bowl and remove all hidden dirt under the rim.
7. Flush it again to rinse the bowl.
8. Clean outside part then dry and polish to prevent water marks from forming
into surface.
9. Replenish bathroom amenities like toilet tissue, liquid/bar soap. Paper towels
and sanitary bags.
10. Mop to dry before you leave.