HOSPM 2100 Housekeeping Operations PDF

HOSPM 2100 | Housekeeping Operations HOUSEKEEPING OPERATIONS ENTRY INTO A GUEST’S ROOM...

HOSPM 2100 | Housekeeping Operations HOUSEKEEPING OPERATIONS ENTRY INTO A GUEST’S ROOM One of the responsibilities of a housekeeper is to clean the room of the COURSE CODE: HOSPM 2100 guests. In entering a guest’s room, most hotels have a mandatory two-knock, COURSE DESCRIPTION: This course is designed to provide students with there announcement rule. A housekeeper must knock twice using the knuckles knowledge, skills and attitude to perform housekeeping duties and be qualified as of his or her hand and say “housekeeping.” Upon entering the room, the Housekeeping Attendant and Butler/Valet. It also provides a thorough knowledge housekeeper again announces “housekeeping” in case the guest did not hear him of guestroom cleaning and maintenance and also with the sanitation in or her from the outside of the room. If the door is locked from the inside and housekeeping operations. there is still no response from the guest, wait for about 24 hours. If after which there is still no response from the guest, the housekeeper must inform his or CHAPTER 1 her supervisor about the incident and the supervisor will report to the security INTRODUCTION TO HOUSEKEEPING who will confirm the guest’s safety. OPERATIONS Another thing that housekeeper must remember is that they have to follow the guest door rules for safekeeping at all times to build guests’ trust and Housekeeping Department is one of the largest satisfaction. If the “Do Not Disturb” sign hangs for a long time, the housekeeper departments in the hotel. It is considered as the heart of the hotel should inform the supervisor so that any necessary further action may be taken. operation. The department is responsible for the maintenance, care Housekeepers are only allowed to enter guest rooms while on duty. To avoid and upkeep of all guest rooms and public spaces such as front lobby, untoward incidents from happening, they are not allowed to enter rooms that swimming pool and restaurant area. they are not officially assigned to. The scope of housekeeping department embraces the entire hotel. Naturally, the largest work force of the hotel belongs to the housekeeping CLEANING department. Another function of housekeepers in hotels is to make sure that the room of a guest is clean and in order. To do this, they are expected to OVERVIEW complete a series of cleaning and sanitizing procedures. Examples of tasks Housekeeping can be a very demanding job that requires housekeepers are expected to perform are changing of linens and toiletries, one to be patient. Hotel housekeepers spend long hours on their feet, cleaning the floors, dusting surfaces and cleaning the bathrooms of guest sweeping, mopping, dusting, vacuuming and cleaning hotel premises. In rooms assigned to them. addition to these cleaning tasks, hotel housekeepers may also be responsible for shared duties, such as delivering beds to guest rooms, GIFTS AND TIPPING replenishing toiletry supplies and lifting and moving lightweight objects Hotels enforce rules on receiving gifts and tips from guests. Some hotels around the rooms. require their housekeepers to ask a note from the guest in case they are given a To do the jobs mentioned above, a housekeeper needs to possess gift. Housekeepers are also required to surrender to their supervisor anything certain qualities. He or she needs to have an eye for detail. While at work, they found in a room, together with a note indicating the room number and the item they may come in close contact with guests. This is why it is a must found. This is done to help guests recover forgotten items. Guests’ personal items that they also have good interpersonal and communication skills. should also be respected by not touching them or moving them anywhere. All hotels allow guests to give tips as appreciation for quality service, but IMPORTANCE OF HOUSEKEEPING housekeepers should not solicit tips or negotiate the amount with guests. The word “House-keeping” refers to the upkeep and maintenance LOST AND FOUND of cleanliness and order in a house or a lodging establishment such as hotel, apartel, condominium, resort, boarding house or dormitory. A Lost-and-found items after a guest’s departure must be reported housekeeper is the one who is responsible for administering maintenance and immediately to the floor supervisor. It is the duty of the floor supervisor to check for ensuring that everything is in order. whether the guest is still around or not. Before we go any further, let’s find the reason why there is a If the guest is no longer around, the floor supervisor will follow the housekeeping department in a hotel. From a very basic knowledge, we define lost-and-found procedure. hotel as a business with building structure that provides comfort and services The following are hotel rules for lost-and-found items: to the guest (like providing food and shelter) when travelling or when away  Perishable items - lost-and-found food items like fruits, chocolates, from home. (Cariño, Celia E, et al 2009) canned goods and the like. If the owner will not call or come back to Since there is a shelter involved in the hotel business, the shelter claim the items after three days, it will be given to the housekeeper must provide comfortable rooms to the guests, therefore; the hotel who finds the items. This is what they call “finders, keepers” rule. structure must be maintained clean and orderly. Thus, the need for the  Nonperishable items - lost-and-found nonfood items such as hotel housekeeping is very important. umbrellas, shoes, bags, clothes and the like. The owners of these The word “house” is referred to as the hotel while “keeping” items are only given one month to claim them. If left unclaimed, the is for clean and orderly maintenance. items will be given to the employee who found it.  Valuables - lost-and-found items such as cash, gadgets and jewelry. HOTEL HOUSE RULES Items considered as valuables are given one year to be claimed by the Hotel follow different approaches in providing the best service for owner. If left unclaimed, the hotel management will decide on what to do their guests. Hotel house rules are designed to instill discipline among hotel with the unclaimed items. staff thereby ensuring guest satisfaction in terms of comfort, safety and security. A well-mannered staff is an asset of the hotel as they can help build hotel guests’ contentment and trust. Every guest coming and checking in wants security; thus, providing security is one of the most important duties of a hotel. I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 1| 12  HOSPM 2100 | Housekeeping Operations PROFESSIONALISM Professionalism is a trait that is highly valued in the workplace. This includes specialized skills, good judgment, polite behavior, honesty and integrity. As housekeepers, how one carries oneself and performs the job make a statement about the hotel’s standard. Housekeepers are expected to perform their job well. They have to wear their uniform at all times during work. They are also expected to comply with the cleaning request of guests. Going above and beyond guests’ expectations while staying within professional boundaries ensures guests’ continued patronage. ORGANIZATIONAL STRUCTURE OF A HOUSEKEEPING DEPARTMENT INTERPERSONAL AND INTRAPERSONAL SKILLS OF A GOOD HOUSEKEEPER The housekeeping department represents the largest workforce in a hotel. The following is an example of a housekeeping organizational chart of a Interpersonal skills or people skills are the life skills we use in small hotel. communicating and interacting with people, while intrapersonal skills or personal skills are the abilities and talents of an individual, which aids him or her in EXECUTIVE HOUSEKEEPER problem-solving. According to Stephen Fiore (2011), a professor at the University of Central Florida, these two skills have long been recognized as important ASSISTANT EXECUTIVE HOUSEKEEPER factors to be successful in school and in the workplace. There are different interpersonal and intrapersonal skills that one SECTION SUPERVISOR needs to master to meet the demands of the job in housekeeping. FLOOR SUPERVISOR LINEN SUPERVISOR PUBLIC AREA LAUNDRY SUPERVISOR INTERPERSONAL SKILLS SUPERVISOR  Ability to manage conflict – being able to manage GUEST ATTENDANT LINEN AND UNIFORM ATTENDANT PUBLIC AREA LAUNDRY and handle differences in opinion and always seeking ATTENDANT ATTENDANT win-win resolutions  Ability to solve problems – ability to choose the best HOUSEKEEPING PERSONNEL course of action in situations while considering the  Executive Housekeeper – is the head of the housekeeping and has needs and perspective of others several responsibilities that include: managing the housekeeping team;  Ability to communicate clearly – being able to speak with translating all hotel policies, procedures and standards into housekeeping clarity and directness and at the same time being sensitive to operations; serving as the representative of the department during top the needs of the receiver management meetings; and ensuring all resources are used effectively  Ability to listen – ability to hear other people’s  Assistant Housekeepers – Hotels provide 24 hours of service. An assistant perspective by setting aside judgment housekeeper is the head of a given shift and responsible in managing  Demonstrating responsibility – being able to do resources provided by the executive housekeeper to achieve its goal of the things you say you will do cleanliness, maintenance and attractiveness of the hotel during given  Being accountable for your actions – being able to face the shift. It is also his or her responsibility to translate into practice all the consequences of your actions and not blaming others housekeeping supervisors and executive housekeeper’s policies, procedures and standards, making sure that executive housekeepers  Showing appreciation – being able to show people that you actualize them at the grassroot level of operations. In the absence of a value them and their contribution housekeeper, an assistant housekeeper will take over.  Flexibility – Ability to be open to new and different  Floor Supervisors – are responsible for checking the cleanliness and ways of doing things maintenance of guest rooms on allotted floors for quality assurance. They are also responsible for controlling the housekeeping personnel, which is INTRAPERSONAL SKILLS composed of room attendants and housemen. They are also  Adaptability – the ability to cope with change responsible for controlling the material assets of the floor, such as bed and  Self-awareness – being aware of your values, needs bath linen, guests and room amenities, and cleaning equipment and and emotions and their impact to your behavior detergents. They supervise the changing of floor linens with the assistance of the laundry department and ensure their proper storage in the floor pantry.  Self-management of Self-development – the ability to work They also give feedback to the front desk office on the availability of guest autonomously and to motivate and monitor oneself. It also rooms in each shift. includes the ability to acquire new information and skills  Control Desk Supervisor – The housekeeping control desk is considered related to work as the main communication center of the housekeeping department. A  Relationship management – the ability to build control desk supervisor has a very important role to play, which is to relationships based on mutual trust and respect ensure that communication with housekeeping personnel is coordinated to all  Social awareness – being in tune with other’s the staff in a hotel. The major responsibility of a control desk supervisor is to feelings and needs coordinate with the maintenance department to make sure that all maintenance requests are attended to and performed. PERSONNEL IN THE HOUSEKEEPING DEPARTMENT  Public Area Supervisor – The public area supervisor is responsible for ensuring the public area attendants or housemen are doing their job The duties and responsibilities of all personnel in a housekeeping in maintaining the cleanliness, orderliness, and upkeep of the aesthetic department differ from each other, but there is one common denominator in all image of all public areas in the hotel like the lobby, hallways, banquet space of their functions – ensuring guest’s safety, security and satisfaction. We all know and public restrooms. that no hotel can exist without the patronage of its guests, and it is also true that  Linen Room Supervisor – The linen room supervisor is responsible the only reason for the existence of the staffs is to provide service for their for coordinating the changing of soiled linen for clean ones. He or she is guests’ comfort and convenience. Thus, all personnel in a housekeeping also the custodian of all linens used and the one responsible for the department must not only assemble as a team, but should also work as a maintenance and proper storage of linens to minimize loss. The linen coordinated group of people cooperating or working together for a common supervisor is tasked to coordinate closely with the laundry supervisor for the goal, which is to leave guests satisfied. supply of cleaned linens. I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 2| 12  HOSPM 2100 | Housekeeping Operations  Laundry Supervisor – The laundry supervisor is responsible for ensuring  Phase 3: that laundry attendants are doing their job- washing, drying, folding,  Making up the bed and pressing items-properly. Phase 4:  Uniform Room Supervisors – The major responsibilities of a uniform room  Dusting all surfaces such as bedside table, desk, chair and TV supervisor include keeping all uniforms in safe conditions and to issue  Checking the TV, air-conditioning system, and lights to make sure laundered uniforms to hotel staff. they function properly  Room Attendants – also called chambermaids, as mostly women are Phase 5: employed for the job. They are responsible for the cleaning and  Cleaning the bathroom maintenance of assigned guest rooms. They serve as the eyes and ears Phase 6: of the security team as they are tasked to report any untoward incident.  Replacing all free hotel products such as brochures, mints, shampoo Room attendants also make sure that the privacy of all their guests are not and soap invaded.  Vacuuming the room  Laundry and Linen Room Attendants – responsible for laundering  Checking over the room, making sure that everything is in place linens, towels, napkins, aprons, uniforms and any other items.  Tailor or Upholsterers – A tailor is employed to mend uniforms, linens BEDROOM AND BATHROOM AMENITIES IN A HOTEL and upholstery, or repurpose ripped linens into aprons and rags. Hotel amenities are the extra services or products that a hotel provides for their guests. Amenities vary in every hotel. There are hotels that offer USUAL TERMS FOR HOUSEKEEPING DEPARTMENT standard amenities in all rooms while other amenities may be optional, which  Amenities – supplies like dental kit, bath soap and vanity kit means that guest may avail of them if they want to but they are usually for an which add to the guests’ comfort and convenience additional charge. The following are examples of bedroom and bathroom  Do Not Disturb (DND) – room status indicating that a room amenities. should not be entered and cleaned because guests do not want to be disturbed BEDROOM AMENITIES  Early maid service – Room status term indicating that guests had reserved or had requested that their room be cleaned as soon as  Spacious bedrooms  Cable television possible with king-or queen-size channels  Forms – documents that serve as pieces of evidence in a specific beds situation, and happening  High-grade premium  Mini fridge  House rules – set of rules strictly implemented and is designed to pillow top mattress be followed for discipline and safety  Premium Quality linens  Iron and ironing board  Intrapersonal skills – also called personal skills; these are  Plush duvet  Bedside telephone with the abilities and talents of a person, which aids him or her in notepad and pen problem-solving  Extra pillows  Safety deposit locker  Interpersonal skills - also called people skills; these are the skills  Clothes hanger  Coffeemaker we use in communicating and interacting with people.  Bedside alarm clock  Telephone directory and  Organizational Chart – schematic depiction of the service directory relationship of jobs.  Cordless telephone  Luggage scale  Professionalism – set of traits needed in the workplace,  High-speed Internet  Printing of boarding which includes specialized skills, good judgment and polite access pass for free behavior of a person who is trained to perform one’s job well  High-definition flat  Desk and comfortable screen televisions desk chair GUEST ROOM CLEANING, CARE AND MAINTENANCE Guests want their hotel room to be clean and to smell good. To be able BATHROOM AMENITIES to efficiently perform the job as a housekeeper, one is expected to complete a series of cleaning and sanitizing procedures. It is also expected that the  Shampoo  Shaving foam cleaning of a room is finished within the given time frame.  Conditioner  Scrub towel  Bath gel  Hair dryer POINTS TO REMEMBER WHEN DOING CLEANING  Lotion  Hot and cold water SERVICE TO A GUEST’S ROOM:  Toothbrush  Shoe mitts  Hairbrush  Disposal bag  Clean in one direction  Comb  Toilet tissue  Clean from top  Shower cap  Facial tissue  Clean from farthest point out  Cotton swab  Water tumblers/bottles  Check for damage, if there is something that requires  Razor  Blade dispenser maintenance, or if a property is lost  Use correct equipment and cleaning agents to clean surfaces CONDUCTING ROOM CHECK, TURNDOWN SERVICE, AND MAKING UP PHASES OF CLEANING A HOTEL GUEST ROOM BEDS Phase 1: Knowing how to conduct a room check, turndown service and making up  Opening the windows to clear the air from the room and turning off beds are essential skills that a housekeeper needs to master to ensure the overall air-conditioning system quality of the room given to the guest. The following are the general procedures in  Washing hands and putting on protective disposable gloves conducting a room check, turndown service and making up beds.  Emptying out the trash cans  Stripping the bed and removing dirty linens Phase 2:  Removal of dirty towels from the bathroom (bath towels, hand towels and face towels)  Spraying the cleaning products necessary for disinfection  Removal of gloves I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 3| 12  HOSPM 2100 | Housekeeping Operations right side up and its centerfold right in the middle of the mattress GENERAL PROCEDURE IN CHECKING A ROOM 3. Smoothen sides and tuck in the sheet first on the head, then at the The head housekeeper or his/her assistant conducts room checking. foot of the bed Room inspection is done to ensure the overall quality of the room for the 4. Miter the corners. See if the sheet is pulled tight when mitering satisfaction of guests. During inspection, always remember the following steps: 5. Put two pillows on the bed. Then, place the top sheet in position with its wrong side up. The crease of the top sheet should be centered in 1. Bring with you a pen and the room inspection checklist the middle of the bed so that the sheet is equally distributed on both 2. Enter the room following the two-knock, three sides of the bed announcement rule, then proceed checking the rooms 6. Allow 18 inches of the top sheet to cover half of the pillows 3. Check all the surfaces of the room for its cleanliness 7. Tuck in the top sheet at the foot of the bed. Make mitered corners and 4. Check all the equipment in the room if it is in good working condition tuck in the sides 5. Check if the number of linens and products present are correct 8. Repeat step 7 with the blanket 9. Put the coverlet or bedspread on top of the blanket, leaving the sides 6. If the room is not cleaned properly according to hotel standard, hanging loose recommended recleaning 10. Loosen the bedclothes at the bottom end of the bed 7. When there are technical problems after checking, like faulty air- 11. Turn the excess sheet on the pillows down over the blanket and conditioning system or a clogged drain, the room will be blocked. coverlet 8. Once done, the room can be classified as available and ready for occupancy TURNDOWN SERVICE The bulk of cleaning in hotels is done mostly in the morning shift but there are exceptions, like the rooms with a DND or “Do Not Disturb” sign, rooms which are occupied by late-night guests, and early morning arrivals by guests with international flights. These are cases when an evening service or turndown service is needed. Turndown service (TDS) is a special service provided by the housekeeping department in which a housekeeper enters a guestroom early in the evening to do second cleaning or tidying up the room, restocking supplies and turning down the bed. The procedure for turndown service involves preparing the room for the guest to sleep comfortably. An item is typically left on top of the pillow that has been turned down. This is usually any of the following: flowers, a chocolate, candies, cookies and the like. Other hotels have more elaborate turndown amenities and services such as bedtime stories for children and cocktails served for couples. PROCEDURES IN CONDUCTING TURNDOWN SERVICE TAKING AND HANDLING OF GUESTS’ HOUSEKEEPING REQUESTS 1. Follow the two-knock, three announcement rule. Greet the guest if he/she is inside the room and say, “I am from housekeeping. Sorry to How would you handle guests’ requests? Why is it important to disturb you, may I turn down your bed?” ensure timely delivery of items requested by a guest? 2. Remove the bed cover, fold it neatly, and place it in the wardrobe A guest’s request must be handled properly to satisfy him/her. This will cabinet at either the topmost or lowermost shelf not only make his or her stay pleasant but will also ensure repeated business. 3. Set aside the pillows. Smoothen the top sheet blanket 4. Grasp the top sheet and second sheet blanket. Fold the corner back and Guest requests in housekeeping could be items or service like rollaway pull them down to the center of the bed. beds, additional pillows and blankets, irons, hair dryers, additional cleaning, additional 5. Make a folded corner at a neat 45-degree angle. room, supplies and lost property inquiries. Handling guest requests is a simple task, but 6. Tuck in sides under the mattress if you fail to follow all procedures properly, this might lead to a bigger problem 7. Straighten the pillow and place it neatly on the bed, making sure that the pillowcase opening is facing inward 8. Following the hotel procedure, place the turndown amenities on top of the pillow. This is usually any of the following: flowers, a chocolate, candies, cookies and the like 9. Place the breakfast menu card on the folded quilt at an angle 10. Place a foot mat in front of the bed with a pair of slippers 11. Turn on the bedside lamp or night lamp GENERAL PROCEDURE IN MAKING UP A BED A. Linens Needed:  1 underblanket  1 top sheet  1 blanket  1 bedspread B. Procedure: 1. Place a fresh folded linen on the chair located at the bottom of the bed. To make work faster and more efficient and to produce a better result, it is suggested that two workers do the job simultaneously. 2. Cover the mattress with the underblanket. Spread it out with the I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 4| 12  HOSPM 2100 | Housekeeping Operations CHAPTER 2 HOUSEKEEPING PRINCIPLES HOUSEKEEPING DEPARTMENT LAYOUT ABBREVIATIONS USED IN HOUSEKEEPING The housekeeping also practices general abbreviations such as As Soon As Possible (ASAP), Not Yet (NY), Follow Up (FU) and For Your Information (FYI), which are also used commonly in the industry. HOUSEKEEPING PRINCIPLES There are various principles followed by the housekeeping staff. They are cleaning and hygiene principles, safety and security principles, comfort and privacy principles, and finally the décor. For understanding the housekeeping principles, first let us go through what advantages it offers to the hotel. Advantages of Housekeeping  Clean and hygienic atmosphere  Comfortable and convenient stay  Privacy  Safety and security  Provision of amenities  Making guest feel good Cleaning and Hygiene Principles Purpose of cleaning; cleaning is conducted to remove harmful bacteria present in the dust deposited on the hotel property because of air pollution. This may cause unhealthy effects on the working staff as well as the guests. Cleanliness reduces the threat of any infections and offers comfortable stay to the guests in the hotel. The worker must follow the given principles while cleaning:  Carry out the cleaning procedures in sequence. Say, Sweeping - > Dusting -> Mopping/Suction Cleaning -> Disinfecting -> Air Freshening.  Must take care while cleaning and polishing; not to damage various surfaces and hamper their appearance.  Should start cleaning from extreme inner end continuing towards exit.  Should park the maid’s cart/trolley such that it leaves space for corridor traffic.  Must take proper precautions while handling cleaning equipment, detergents and guest luggage.  Must remove hard water stains and spider webs as soon as they occur.  Must never use guest room linen for cleaning or blocking room entry. I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 5| 12  HOSPM 2100 | Housekeeping Operations Safety and Security Principles discharge. The workers must follow the safety rules mentioned below:  Multipurpose Dry Chemical – Today’s most widely used type of fire extinguisher that is effective on Class A, B and C fires.  Protect their body from harmful chemicals by wearing thick This agent also works by creating a barrier between the gloves. oxygen element and the fuel element on Class A fires.  Protect their eyes by wearing masks or goggles if required. Ordinary dry chemical is for Class B & C fires only.  Must use caution sign to mark wet floors  Clean spilled liquids immediately to reduce chances of slipping. Importance of Décor in Housekeeping  Handle cleaning chemicals carefully while transporting, Housekeeping staff must intelligently use artificial disposing, or refilling the containers. waterfalls, large vases with neat and eye-catching flower  Mix any chemicals required in the presence of proper arrangement, paintings, wall pieces, murals, lighting with ventilation. appropriate luminance, candles, electric lamps or any rare antic  Must not open unlabeled chemical containers. pieces.  Use swivel head mops to avoid inappropriate body posture while cleaning. Hotel decors can be conducted thematically, depending on  Wear close toe-non slip footwear while working the local/international prominent festivals and cultures. Décor is  Use appropriate body postures while working to avoid cramps. yet another important task that elevates guest’s experience with  Request for peer assistance while moving heavy loads such as the hotel. furniture.  Report to the supervisor in case of any accident due to  The housekeeping staff is responsible for creating pleasant mishandling of flammable liquids or otherwise. ambiance in the hotel. This needs aesthetic sense and an eye for  Keep the guest safe with the help of security department. detail. A guest is keen to visit the hotel if he finds classy and  Keep the guest’s documents, ornaments, or other articles safe. catchy ambiance with fresh air.  Artificial waterfall, large vases with neat and eye-catching flower Comfort and Privacy Principles arrangements, paintings, wall pieces, murals, lighting with The housekeeping staff must follow the given principles with appropriate luminance, candles, electric lamps or any rare antic regard to comfort and privacy of the guest. pieces.  Always remember comfort and privacy of the guest always Rules for Housekeepers comes first.  Clean the premises or rooms in the least destructive and The housekeepers represent the hotel staff and create an disturbing manner. image of the hotel by working towards keeping the hotel at high standards plus conducting themselves well while on job. These  Enter the guest room by following appropriate procedure. are certain rules the housekeepers need to follow.  Work towards the guests’ satisfaction.  Enter the floor with clean and tidy uniform, in a properly Knowing and Handling Small Fire Hazards groomed manner. The housekeeping staff needs to know various types of fires  Only use the service lifts. and fire extinguishers. The staff must be trained to handle small fires. Fire is classified into the following type;  Speak to the other working staff only when necessary  Do not walk by stamping the feet, run or jump in the hotel Example of non-conductive agent is fire extinguisher premises.  Class A: Class A fire consists of ordinary combustibles  Eat only in meal hours/break, not while cleaning. such as wood, paper, trash or anything else that leaves ash  Stand outside the guest room while speaking to the guest to behind. It needs water under high pressure to extinguish respect their privacy. this fire.  Always keep the room doors open while cleaning.  Class B: This fire occurs in inflammable liquids such as oil  Greet the guest with smile according to the time of the day. and grease, and needs blankets or sand to extinguish.  Never answer the guest room phone.  Class C: This fire occurs in electrical equipment. Use of  Never use guest room phone of floor desk phones for making non-conductive agent is required for extinguish this fire. private calls  Class K: Class K fires are fires that involve cooking oils,  Never use guest bathrooms grease or animal fat and can be extinguish using purple K,  Familiarize themselves with the faces of guests. This is a typical agent found in kitchen or galley extinguishers. especially important for the security purpose.  Never use a guest room for unauthorized person. Fire Extinguisher  Do not accept any gift from the guests and politely deny them. If There are different types of fire extinguishers; from water and the guest insists to take and feels offended on denial, then foam to multipurpose dry chemical, here are some of the mention the gift to the floor supervisor who can permit the common types of fire extinguishers that can be used for attendant to take the gift out of the hotel different classes of fire. For large intensity and widely spread fire, water must be sprayed directly on the affected area with high pressure through the hoses. It is important to use the correct extinguisher for the type of fuel. Using incorrect agent can allow the fire to re-ignite after apparently being extinguished successfully.  Water and Foam – is used to put out class A fire. It extinguish the fire by taking away the heat element of the fire triangle. Foam agents also separate the oxygen element from the other elements.  Carbon Dioxide – can be used on Class B & C fires. It extinguishes fire by taking away the oxygen element of the fire triangle and also be removing the heat with a very cold I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 6| 12  HOSPM 2100 | Housekeeping Operations CHAPTER 3 TYPES OF HOTEL AND ROOMS Types of Hotels Hotel Types by Size  Below 200 rooms – Very Small  Up to 200 rooms – Small  200 to 399 rooms – Medium  400 to 700 rooms – Large  More than 700 rooms - Mega MOTEL Karinga Motel – Lismore NSW Australia - The hotel management and especially Executive Housekeeper must ensure that the housekeeping functions are performed well in the hotel irrespective of the target guest types, size of hotel and its location. The guest rooms are the primary source of hotel revenue. There are higher chances of retaining the guests if the guest rooms are absolutely clean. - Hotels can be categorized depending upon their size, location, target market and ownership. - Hotels are categorized by the number of rooms to which service is provided. SUBURB HOTEL Microtel Inn and Suites – Jacksonville, Florida AIRPORT HOTEL FLOATING HOTEL Resorts World Manila Hotel - Maldives BOATELS RESORT Boatel – Prague Le belhamy Resort and Spa Hoi An, Vietnam CITY CENTER HOTEL Hotel Jen Orchard Singapore ROTELS Deccan Odyssey Train - India I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 7| 12  HOSPM 2100 | Housekeeping Operations SELF-CATERING HOTELS SELF-CATERING HOTEL Tanaya B&B – Bali Hotel Types by Location - They are categorized by considering their location with respect to city. - Airport Hotels: They are located near airport. The guests in transit use them for short stay. - Boatels: is a boat that serves as a hotel or hostel. It may range from small to large purpose-built or converted boats or other watercraft, to converted ships. They may be permanently moored or grounded, or spend part of the year taking guest on tours. - City Center Hotel: Located in the heart of the city near commercial area. - Motel: They are small hotels usually located on highways. CASINO HOTEL Transit guest use them. Wynn Hotel and Casino Las Vegas - Suburb Hotels: They are located near urban area. Budget guest use them. - Floating Hotels: They are on the cruise ships, large lakes or rivers. - Resorts: They are on the beaches, mountains, islands, or on the river banks. - Rotels: They are hotels on wheels such as Deccan Odyssey Train. - Self-Catering Hotels: They are located at the same premises where the owner stays. Hotel Types by Target Market RESORTS Anvaya Cove Resort Subic AIRPORT HOTELS Hilton Frankfurt Airport, Germany SELF-CATERING HOTELS Bed and Breakfast SERVICE APARTMENT BUSINESS HOTEL Kalina Service Apartment – Australia Grand Hotel Saigon, Vietnam I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 8| 12  HOSPM 2100 | Housekeeping Operations star rating categories till today; but a guest can assume that more the number of stars, the more is the luxury provided by the hotel.  Two-Star: These hotels are mostly part of chain of hotels that offer consistent quality but limited amenities. They are either small or medium size hotels with a phone and TV. They lack the convenience of room service, but provide a small on-site restaurant at a walking distance within the hotel premises. SUITE HOTEL  Three-Star: These hotels are usually located near a major Astoria Plaza Manila business center, express way, and/or shopping area. The rooms are clean and spacious rooms, and decorative Hotel Types by Target Market lobbies. An on-site restaurant offers all meals such as breakfast, lunch, and dinner. The facilities such as valet and - The hotels are categorized depending upon the target room service, fitness center and a swimming pool are also market they serve. available. - Airport Hotel: They target the business clientele, airline  Four-Star: This hotel would be large, often standing as a passengers, or any guest with cancelled or delayed flights. part of a cluster of similar hotels with a formal appearance - Business Hotel: They primarily cater for the guests who are and very good services. The hotel would be located in the on a business travel. prime area of the city around shopping, dining and - Bed and Breakfast (B&B): They are small hotels who target entertainment joints. The guest can expect furnished and guest in transit or on leisure tour. The owner of B&B usually clean rooms, restaurants, room service, valet, parking, and stays in the same premises and is responsible for serving fitness center within the hotel premises. breakfast to the guests.  Five-Star: This hotel would be large and luxurious, which - Casino Hotel: They target the guests interested in offers the highest degree of room and personal service. It is gambling. Their functions of housekeeping is primary but built with beautiful architecture, and is managed keeping food and beverage functions are just supportive. elegance and style in mind. The guest rooms are equipped - Resorts: They target high-income busy professionals who with high quality linens, TV, bathtubs, and special outside wish to spend away from city, noise, and crowd. They offer view from the room. The hotel provides multiple eating facilities such as spa, tennis court, fitness and center, joints in its premises such as coffee shops, restaurants, sailing, snorkeling and swimming. poolside snack joint and bar. They also provide 24/7 room - Self-Catering Hotel: They target long stayers who prefer to service, valet service and personal protection service. cook themselves. They offer a small kitchen and kitchen amenities with the guest room. TYPES OF HOTEL ROOMS - Service Apartments: They are located in residential  Single Room: A room with the facility of single bed. It is colonies. They provide long-term accommodation for meant for single occupancy. guests. They need to execute an agreement with the guest - Single Room: It has an attached bathroom, a small for the stay at least one month. All basic amenities such as dressing table, a small bedside table, and a small kitchen, washing machine, dish washer, and beds are writing table. Sometimes it has a single chair too. provided with once a week housekeeping service. - Suite Hotel: Theses hotel offer a living room and an en  Double Room: A Room with the facility of double bed. suite bedroom. The professionals who need to interact with There are two variants in this type depending upon the their clients/customers find these hotels a good choice size of the bed: because they can interact with their guests in small meeting  King Double Room (with king size double bed) without any interruption and sacrificing privacy.  Queen Double Room (with queen size double bed) - Double Room: It is equipped with adequate furniture Hotel Types by Ownership such as dressing table and a writing table, a TV, and a small fridge.  B&B and Self-Catering hotel are generally family owned  Deluxe Room: They are available in Single Deluxe hotels and are not governed or run by corporate policies and Double Deluxe variants. Deluxe room is well and procedures. furnished.  A chain of hotels or group of hotels such as IHG( - Deluxe Room: Some amenities are attached InteContinental Hotels Group), Wyndham Hotel Group, etc., bathroom, a dressing table, a bedside table, a small can have management affiliation with their other properties writing table, a TV, and a small fridge. The floor is in the same group. They strictly are governed by covered with carpet and most suitable for small predetermined policies. families.  Double-Double (Twin Double) Room: This room Hotel Types by Star Rating provides two double beds with separate headboards.  One Star: A guest an can expect a small hotel operation It is ideal for a family with two children below 12 years and managed by the owner and family. The ambiance as old. more personal and the guest rooms with basic amenities.  Twin Room: This room provides two single beds with The restaurant would be at a walking distance. These separate headboards. It is meant for two independent would be a small commercial area and a nearby public people. transportation hub. - Twin Room: it also has a single bedside table - The star rating system is a guideline for a customer shared between the two beds. that denotes what to expect from the hotel service at  Hollywood Twin Room: This room provides two single the time of booking. However, there is no clear beds with a common headboard. If a need arises, the two distinguishing method to divide hotel into various beds can be brought together to form a double bed.  Duplex Room: This type is composed of two rooms I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 9| 12  HOSPM 2100 | Housekeeping Operations located on two different floors, connected with internal CHAPTER 4 stairs.  Cabana: This type of room faces water body, beach or a CLEANING TOOLS, EQUIPMENT AND swimming pool. It generally has a large balcony. CHEMICALS  Studio: They are twin adjacent rooms; a living room with sofa, coffee table and chairs, and a bedroom. The housekeeping staff needs to clean various guest - Studio: it also equipped with fan/air conditioner, a rooms, guest bathrooms, and a number of public areas in the small kitchen corner and a dining area. The furniture is hotel. The staff needs to take the help of various cleaning often compact. equipment while trying to keep the hotel premises to the highest  Lanai: This room faces a landscape, waterfall or a standard of appearance. garden.  Sico: This kind of multipurpose room, which can be used Advantages of Cleaning Equipment as a meeting room during day and as a bedroom during  Equality effective for general as well as tougher night. These rooms have special beds called Murphy cleaning tasks. Bed that can be folded entirely against a wall.  High cleaning capability. - Sico: This bed may or may not have headboard. The  Reduce work fatigue and increase productivity. lower face of the bed which becomes visible after  Save the time of hotel housekeeping staff. folding or placing upright, has a decorative wall paper,  High maneuverability. They can reach any mirror or a painting. After folding the bed, the room can corner or height of the room, which is otherwise accommodate sitting for five to ten people. difficult to reach.  Suite: It is composed of one or more bedrooms, a living room,  Eco-friendly, widely available and ease to and a dining area. operate.  Regular Suite  They give protection from injuries occurring  Penthouse Suite while cleaning when they are handled by using  Presidential Suite proper instructions. - It is excellent for the guest who prefer more space, wish to entertain their guests without interruption and giving up privacy. Maid’s Cart / Housekeeping Cart / Trolley There are various types of suites  This cart/trolley is large enough to keep all the - Regular Suite: Best for business travelers. guest room and guest bathroom supplies in an - Penthouse Suite: Luxurious than the regular suite. It is organized manner. It makes the housekeeping provided with the access to terrace space above the suite. It is staff to move it around and carry large number aloof from crowd and provides a bird’s eye view of the city. It of items in one go while keeping and cleaning has all the amenities and structure similar to a regular suite. the guest rooms. - Presidential Suite: The best possible suite in the hotel.  Arrangement of Articles in the Maid’s Cart:  Lower Shelf : Carries heavier items VIP AMENITIES IN HOTEL  Middle and Top Shelf – Pillow Slips and Bath Linen  Executive Front Desk or Executive Housekeeper  Top Tray – Guest Supplies escorting the guest up to the room.  Cleaning equipment is placed below  A Welcome document kit containing note from a the trash bag. General Manager (GM) of the hotel, spa card and a hotel map. - Lower Shelf: bed pads, bed sheets and spreads  Complete housekeeping service with daily linen change. - Top Tray: matches, laundry bags and forms, sewing kits,  A snack kit often containing packed snacks, assorted ball pens, guest stationary, soaps, shampoo bottles, nuts, fruits, cheese or cookies, and beverages. toilet tissue and tissue rolls and shower caps among  A vanity kit containing cotton balls, makeup removers, others. Cleaning agents can also be found here for easy lip balm, and au-de-cologne. access.  A bathroom kit with soap dispenser, upgraded robe, tissue box, face mist, after-shower gel, cotton slippers, toilet mat, and a terry mat.  In special cases, a romance kit containing a bottle of wine or Champaign, paired with chocolate dipped strawberries or bite size chocolates.  Small bag packs for the kids below 12 years.  A number of serving of award winning dessert. -VIP amenities are always something like the cherry on the cake. The VIPs are treated with extra attention, pamper, and care. Hotels provide the following amenities to the VIPs depending upon their policies I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 10 | 12  HOSPM 2100 | Housekeeping Operations Manual Cleaning Tools Key points to remember when engaged in manual handling  Hand Brush - used for brushing dust from the surface. activities are:  Cleaning Cloth - used for dusting surfaces and drying up  Get a risk assessment done on any job you believe poses bathroom walls and floor tiles. a threat or hazard  Sponge - used for cleaning painted surfaces, tiles and glass  Push cleaning trolleys and cleaning equipment; don’t pull mirror to avoid being scratched. it.  Scouring Pad - used for scrubbing purposes.  Always stock items in their designated places on the  Cobweb Brush - used for cobwebs and dirt found in hard trolley. areas like ceiling.  Never Lift anything on your own that weighs over 16kg.  Long Handled Broom - used for sweeping dust and dirt.  Be prepared to ask for help when needed.  Feather Duster - used for dusting away dirt in lamp shades, tables, sofas, etc. it does not scratch surfaces. Manual handling activities are the main cause of injuries in the  Mops - there are various types of mops such as string workplace – they include: mops, flat mops, dust mops, and synthetic mops. Mops are generally made a flat cotton string or heavy-duty sponges Key points; fixed on the metal frames. The cotton mops have high #2 – it is important for you to see where you are going absorbing ability but need more care unlike the synthetic #3 – it is best to position heavy items on the bottom to prevent the mops that offer almost zero absorbing ability and very less trolley form overturning. If you are not sure where things go, Ask! maintenance. #4 – this is a recommendation from OHS (Occupational Health and  Mop Bucket with Wringer Safety) authorities. There is no maximum weight restriction as the  Toilet Bowl Brush current approach to workplace safety is to assess every lifting  Plunger need on an individual basis and use the most appropriate  Squeegee technique depending on the type of load, how far it has to be  Dust Mask moved, the size of the load etc. Chemicals can be delivered in  Gloves drums of 25 litres and 20 kg.  Shoes/Boots #5 – this may be a request for help such as to do a “team lift” or a  Eye Goggles request for information. You must also be prepared to provide  Garbage Bag Liner help when required.  Garbage Bins/Receptacles  Warning Sign SAFE HANDLING OF CHEMICALS  Maid’s Caddy  Dust Pan and Hand Brush  Appropriate and sufficient training and information  Tongs  Adequate monitoring and supervision  Dustpan  Necessary safety equipment and protective clothing  Floor Pads  General rules for dealing with chemicals:  Hamper Cart  Always follow the manufacturer’s instruction  Ladder  Never mix chemicals together  Carpet Sweeper  Read the label  Contact the supplier or your supervisor if unsure Electric Cleaning Equipment about any aspect of using or dealing with any  Upright Vacuum Cleaner chemical  Wet and Dry Vacuum Cleaner  Never store chemical with food  Polisher  Avoid contact between bare skin, eyes, mouth etc  Extractor and any chemical  Follow the specific advice on the relevant MSDS if Cleaning Agent or Chemicals you swallow a chemical or get it in your eyes or on  Water your skin.  Vinegar  Work on ventilated conditions when using chemicals  Bathroom Cleaners  Avoid contact between food items and chemicals  Clean Air Sprays  Always wear the personal protective clothing and  Degreaser equipment provided by your employer when dealing  Floor Cleaners and Sealers with chemicals  Laundry Cleaners  Don’t handle chemicals until you have had  Surface Sanitizers appropriate training either from a supervisor, an  Toiler Blocks experienced staff member or a representative from  Toilet Cleaners the company that supplies the chemicals  Carpet Cleaning Agents  All chemicals should be stored in a designated  Swimming Pool Cleaners Chemical Store” fitted with appropriate HAZCHEM signs SAFE MANUAL HANDLING PRACTICES  Only use the designated items to measure chemicals to be used  Lifting – of equipment, chemical containers, cartons, etc.  Treat the handling of chemicals with the seriousness  Carrying – items from storage areas to cleaning trolleys, it deserves moving items to work areas.  Make sure an approved ‘Chemicals Register’ is kept  Pulling – boxes and cartons forward in storage areas, moving on the premises cleaning equipment  Pushing – trolleys and cleaning equipment General Rules #1 – this is the golden rule when handling, using or otherwise dealing with chemicals or cleaning agents #2 – doing this can cause them to be ineffective, can cause I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 11 | 12  HOSPM 2100 | Housekeeping Operations them to give off toxic fumes, and can cause them to explode #5 – it is illegal to do so #6 - this applies to direct contact, as well as indirect contact #7 – never use jugs or containers that could then be inadvertently used elsewhere in the property for food and preparation or service purposes #8 focus on the chemical handling task at hand. Don’t allow yourself to get distracted. No messing about while working with chemicals CLEAN EQUIPMENT AFTER USE Mops  Dusting mops – after use, shake thoroughly in appropriate location (outside) then wash in hot soapy water and hang out to air dry  Polishing mops – on a regular basis remove fluff and rinse mop in turpentine, which will remove the polish – after the mop has been squeeze-dried, re-coat with polish  Washing mops – on a regular basis mops should be washed in hot soapy water, rinsed thoroughly, squeeze- dried and then hung up to air dry. Sanitizing is recommended and should be mandatory where the mop is used in food areas. Dusters  Cleaning of dusters involved their being shaken clean regularly in the appropriate location (outside) and then washed in accordance with manufacturer’s instructions. Brooms and brushes  Cleaning of brooms and brushes involves their being shaken clean, washed in hot soapy water and then left to air dry Cloths and sponges  These should be cleaned on a regular basis using hot soapy water, and left to air dry Buckets  They should be cleaned out thoroughly after each use with hot soapy water, and left to air dry Vacuum cleaners  All vacuum cleaners must be cleaned out at the end of each shift and the bag replaced, if required.  The machine and its attachments must be wiped clean.  The power cord should be wrapped correctly and safely.  All cleaning of vacuum cleaners must be done in accordance with manufacturer’s instructions. Carpet shampoo machines  Carpet shampoo machine and all attachment must be cleaned out on a regular basis. Floor machines  Floor machines and all their attachments must be cleaned on a regular basis. STORAGE OF EQUIPMENT  All cleaning equipment will have an allocated storage area  Equipment must be returned to this area after use.  Cleaning equipment cannot be left ‘just everywhere’ after it has been used because:  It may be stolen  It may be a hazard in terms of an obstruction or a tripping hazard  Others may need to use it and they will go to where it should be  Before equipment can be stored away, it should be checked to ensure it is clean and ready to be re-used.  Never put away equipment that has not been cleaned and checked. If the inspection requires action to be taken, whether to repair or report, do it. I N S T R U C T O R: C H R I S T I N E D A W N T. T A P I C P a g e 12 | 12