Lesson_1_Introduction-to-Housekeeping.pdf

Lesson 1: Introduction to Housekeeping Learning Objectives At the end of the lesson, you must be able to: 1. defined what is Housekeeping; 2. familiarized the housekeeping tools and materials in cleaning; a...

Lesson 1: Introduction to Housekeeping Learning Objectives At the end of the lesson, you must be able to: 1. defined what is Housekeeping; 2. familiarized the housekeeping tools and materials in cleaning; and 3. determined the common rules and regulations in the hotel establishment Time Frame One Week Materials Needed Desktop computer or laptop or tablet or mobile phone Introduction to Housekeeping Filipino are known to be good housekeepers. During the Spanish colonization, Filipino houses were made of wood, stone, and leaves. The size and type of furniture found inside the houses were indicators of the social and economic status of the owner. However, regardless of their size, these houses were clean and livable. Housekeeping pertains to the provision of a clean, safe, and comfortable environment. The cleanliness of any lodging establishment is of prime importance. According to the Confederation of Tourism and Hospitality, the housekeeping of a hotel is the guests’ first last impression. It must be for a housekeeping attendant to create a good impression of the hotel. They are responsible for maintaining the cleanliness and orderliness of the large volume of areas in the hotel. Cleanliness, comfort, security, and orderliness significantly contribute to the general ambiance, creating a lasting impression on the guests. Cleaning and sanitizing equipment should be checked or maintained before and after using, used with proper care, scheduled routine, or regular checkups of its wiring to avoid breakdown. Also, following the manufacturer’s instructions will prolong its lifespan and reduce the budget allocated for maintenance. For efficient and effective housekeeping, the office, houses, or other buildings must have appropriate cleaning equipment, tools, and supplies. They are the following: TYPES AND USES OF CLEANING TOOLS, EQUIPMENT, SUPPLIES, AND MATERIALS Supplies and material Name Use Scouring Green: Used for scrubbing purposes only Pads White/Yellow: Used for cleaning painted surfaces, glass, mirror, marble, and porcelain Dustpan Used to scoop the dirt wastes on the floor Dusting Used for dusting wooden and painted parts Cloth Polishing Used for polishing metal surfaces like Cloth bathroom fixtures Toilet Bowl Used for cleaning the toilet bowls Brush Window Used to remove excess water from the surface Squeegee and corners. It also speeds up the drying process Cleaning Used to remove cobwebs in the ceiling Broom Soft Broom Used for sweeping away dirt and dust Mop with Mop Used for manual floor mopping Handle Trash The plastic bags serve as underlines for Bags garbage containers so that the wet garbage does not penetrate the corners of surfaces. It is a watertight, vertical cylinder or truncated cone, with an open top and flat bottom, usually Bucket attached to a semicircular carrying handle that is used to hold water or any liquid solution used in cleaning Tongs Used for picking up dirt and cigarette butts found on the ashtrays Sponge Used for cleaning fine surfaces Vacuum Used to eliminate dust particles from carpet cleaner surfaces, upholstered furniture, and even hard surfaces Hydro- Vacuum It is used for absorbing water on flooded or or wet wet surfaces. and Dry Vacuum Floor It is used in scrubbing, stripping, and polishing Polisher hard floor surfaces and vinyl, wood, parquets, etc. Cart or Used for stocking cleaning supplies and trolley chemicals to make cleaning easier and faster Carpet Used for picking up dirt and particles from the sweeper carpet Carpet It is designed for dry foam shampooing of Extractor carpets. It removes dirt that sticks to or penetrates the carpet layers Are hollow tubes designed to carry fluids from one location to another. Hoses are also Water sometimes called pipe (the word pipe usually hoses refers to a rigid tube, whereas a hose is usually a flexible one) or tubing. The shape of the hose is generally cylindrical (having a circular cross-section) Cleaning It is a surfactant or a mixture of surfactants detergent with “cleaning properties in dilute solutions used for cleaning purposes. Liquid It is a detergent in liquid form used for detergent cleaning tools and equipment Scrubbing It is used to remove the contaminants of any foam tools and equipment  Paper It is an absorbent textile made from paper towel instead of cloth used in drying hands, wiping windows, dusting, and cleaning up spills. It is a liquid used to clean the tools and Water equipment. It is also known as the universal solvent Baking Also known as bicarbonate of soda or sodium soda bicarbonate is used to deodorize refrigerators. Glove It is a garment that covers the whole hand of a person that performs household services HOUSEKEEPING CODES, RULES, AND REGULATIONS There are management rules that govern hotels to achieve smooth day-to-day operations. All staff must be knowledgeable of these codes and regulations to work efficiently and address guests' individual needs. HOUSEKEEPING ATTENDANT 1. It is not just limited to cleaning and maintaining cleanliness in hotel rooms and other public areas 2. They must know hotel codes, rules, and regulations 3. Must be able to assist hotel guests well be able to answer their queries, request, and complaints HOUSEKEEPING MANAGER 1. It is responsible for organizing staff at the hotel 2. Will ensure that all rooms are always kept clean and tidy 3. Duties may include preparing shift rosters and allocating daily cleaning duties to room attendants, inspecting rooms to make sure that standards have been met  4. Recording any faults or damage, making repairs arrangements, recruiting, training, and supervising staff. 5. Some leadership qualities to perform this task. FLOOR MANAGER 1. Knowledgeable of the primary use of tools and peripherals can be very useful for this job 2. In-charge of maintaining the cleanliness of areas frequented by guests like the dining hall, receiving areas, hallways, lounges areas, etc. 3. This can be in large venues like hotels, hospitals, schools, etc. THE FOLLOWING ARE DEFINITIONS OF TERMS AND CLASSIFICATION OF HOTELS AND GUESTS’ ROOMS THAT APPLY TO THE PHILIPPINE SETTING. 1. HOTEL – A building used for regular reception, accommodation, or lodging for travelers and tourists with a provision of services for free. 2. RESORT – Any pleasant place and atmosphere that gives travelers and tourists relaxation, accommodation, and recreational facilities for a fee. 3. Tourist Inn – a lodging establishment that does not meet the requirements of the economy hotel, caters to transients.  4. APARTEL – a building contains independent furnished and semi-furnished apartments leased to travelers and tourists staying on a long-term basis. 5. MOTORIST HOTEL/MOTEL – a building with several separate units located along the highways with parking space wherein motorists may obtain lodging. The Department of Tourism’s Republic Act No. 7160 or The Local Government Code of 1991 has set regulations on the accreditation of tourist establishments here in the Philippines. DOT classified hotels in the country as: 1. Deluxe class 2. First-class hotel 3. Standard class 4. Economy class CLASSIFICATION OF GUEST ROOMS Hotel guest rooms are classified according to the following: 1. According to number of beds. a. Single room A room with a single bed that is good for one person. b. Twin room A room with two twin or two single beds that is good for two persons. c. Double room A room that has a double bed that is good for one to two persons. d. Twin double room A room that has two double beds or two queen beds that is good for two or more persons. e. Triple room A room has either three single, one double bed or a roll away bed, and two single beds and a roll away bed. This rom is good for three people. f. Family room A room that has one double bed plus an additional single or sofa bed that can accommodate one small family. 2. According to price, layout and facilities. a. Economy room An economical rate room, equipped with standard facilities such as air conditioner, television, and other amenities. b. Standard room A moderately priced room, equipped with standard facilities and amenities such as air conditioner, private toilet and bath, television, night and coffee table, and other amenities.  c. Deluxe room A more that is more luxurious and spacious with amenities of superior quality and sold at a much higher price than a standard room. Some additional amenities installed are bath robe, slippers, mini refrigerator, coffee set and among others. d. Studio room A room that has a studio bed or couch that can be converted into a bed. It is also called an executive room. e. Connecting rooms Two or more rooms that are connected with adjoining doors. COMMON RULES AND REGULATIONS IN THE HOTEL ESTABLISHMENT The following are the common rules regulations being implemented in a hotel establishment. 1. Check-in procedure All guests must check-in at the front desk of the hotel and must present valid identification cards such as a passport, driver’s license, or government-issued IDs. Guests are advised of the check-in and checkout time Guests whose hotel rooms were pre-blocked have their assigned rooms prearranged by the organizer. This is usually done for batches of hotel guests attending seminars. 2. Checkout procedure The hotel front desk clerk mentions checkout time to the guests If the guests want to extend their stay, they must advise the front desk clerk An extension is approved depending on the availability of the room Before the checkout time, the front desk clerk would check with the guests whether they intended to extend or leave Upon checkout, all hotel dues must already be paid 3. Luggage storage Depending on the availability of the storage space, the guest may store their luggage in the luggage room Most hotels allow them to keep them for perishable goods for 24 hours. Beyond this period, guests are informed that the hotel has the right to dispose of the perishable goods without further notice. For luggage containing nonperishable goods, hotels usually allow guests to store their goods longer or until the guests leave the hotels 4. Guest's belongings All hotels gave provision for safety lockers Guest should be responsible for their belongings Hotel management does not usually shoulder the responsibility for the guest’s belongings The hotel is not liable for any loss due to theft or damage to the guest’s belongings or other properties. 5. Company’s in-charge of the guest’s luggage and belongings If guests fail to pay dues, hotel management shall have the right over their luggage and may detain them until a complete settlement is made. The hotel management has the right to sell or auction guests property at any time, even without asking permission from the guests The proceeds of the property sold shall be applied to the guest amount due plus other charges depending on the management-specific rules. 6. Bringing pets The hotel has a specific policy whether they allow guests to bring pets or not Most of the hotels do not allow pets inside the hotel 7. Hazardous goods Bringing hazardous goods like combustibles, explosives, drugs, or goods detrimental in nature are NOT allowed. Guest who will bring prohibited goods shall be solely responsible for any damage caused by such goods to other guests TIPS WHEN DEALING WITH GUESTS A housekeeping attendant also deals with the guest even when there is no request or complaint. That is why, he or she must know what to do when interacting with guests anywhere and anytime. 1. Smile. It is a privilege to work as a housekeeping attendant and smiling is contagious. 2. Talk to guests and other people with respect and courtesy. Always be courteous when dealing the guest. You may use the following examples: “Good morning.” “I will be a happy to do that for you.” “It is my pleasure to serve you.” 3. Anticipate guests’ needs. Promptly to guests’ varied needs. 4. Know you organization’s policy by heart and take pride that you are part of it. This will help a housekeeping attendant do his or her duties effectively. 5. Be honest. Return any left items found to the proper authority, even if no one sees you. 6. Be committed to quality. A housekeeping attendant must make sure not only to adhere to the hotel’s policy, but also to give the best quality of service. References: Vivas, JF (2016). TLE-TVL Series Housekeeping. The Phoenix Publishing House, Inc. Quezon Ave., Quezon City