Higher Nitec in Hospitality Operations Housekeeping Services PDF

Higher Nitec in Hospitality Operations Housekeeping Services TS 5006FP Manual 3rd Edition Updated as at April 2020 Contents Page Chapter 1: Functions and Responsibilities 4 Hotel Housekeeping Department 1.1...

Higher Nitec in Hospitality Operations Housekeeping Services TS 5006FP Manual 3rd Edition Updated as at April 2020 Contents Page Chapter 1: Functions and Responsibilities 4 Hotel Housekeeping Department 1.1 Importance of The Hotel Housekeeping Department 4 1.2 Types of Rooms 7 1.3 Job Descriptions 8 Chapter 2: Bed and Linen 11 Tools & Equipment 2.1 Types of Bed 12 2.2 Types of Bed Linen 12 2.3 Housekeeping Tools, Equipment and Chemical 13 2.4 Vacuum Cleaner Inspection & Maintenance 18 2.5 Standard Operating Procedures -Cleaning Techniques 19 2.6 Cleaning Operations 23 2.7 Safety Data Sheets 26 Chapter 3: Service Guestroom 27 3.1 The Order of Room Cleaning 27 3.2 Beginning of Shift Duties 28 3.3 Standard Operating Procedures 30 3.4 End of Shift Duties 36 Chapter 4: Operating Reports and Procedures 38 4.1 Maintenance Requests 38 4.2 Lost and Found 39 4.3 Mattress Labelling and Turning 42 4.4 Do Not Disturb Procedures 43 4.5 Guestroom Security 44 4.6 Minibar 44 Housekeeping Services 2 Chapter 5: Supervisory Duties 47 5.1 Crash and Periodic Program 48 5.2 Guestroom Inspection Checklist 50 5.3 Grooming Standards 53 5.4 Personal Hygiene 54 5.5 Housekeeping Communications Record 55 5.6 Factors to Consider when Planning Duty Roster 56 5.7 Calculation of Manning 57 5.8 Public Area and Back-Of-House 58 5.9 Types of Housekeeping Contract 60 Chapter 6: Laundry Operations 61 6.1 The Laundry Cycle 61 6.2 Torn and Stained Linen Disposal 66 6.3 Handling Guest Laundry 67 6.4 Sorting Soiled Linen 68 6.5 Prepare Laundry for Washing 70 6.6 Different Laundry Equipment Setting 71 6.7 Procedures for Folding Linen 72 6.8 Types of laundry Equipment 73 6.9 Common Agents used in the Washing Process 73 6.10 Textiles Care Labelling Code 75 Chapter 7: Safety and Security 76 7.1 The Laundry Cycle Safety in the Housekeeping Department 76 7.2 Security in the Housekeeping Department 77 7.3 Work Processes that Compromise Guest Safety or Hotel Property 79 7.4 Your Role In Safeguarding Guest And Hotel Properties 80 7.5 Housekeeping Emergencies 81 Housekeeping Services 3 Chapter 1 Functions and Responsibilities Hotel Housekeeping Department Learning Objectives: When you complete this chapter you will be able to know: 1.1 Outline the importance of the Housekeeping department and their functions and responsibilities. 1.2 Identify the different room setups 1.3 Describe the duties of a Housekeeping Attendant and Housekeeping Supervisor 1.1 Importance of The Hotel Housekeeping Department A common characteristic to all lodging establishments, regardless of size and category, is the need for housekeeping services, which can range from very sophisticated to a simple matter of “refreshing’ rooms once a week. The management of the housekeeping department in every lodging establishment is of critical importance to the success of the company. As the adage says, "the difference is in the details." Those details are the charge of the Housekeeping Department. As one of the most integral departments within the hotel, the Housekeeping Department is responsible for the immaculate care and upkeep of all guest rooms and public spaces. Individuals who excel in the Housekeeping Department have an eye for detail and a commitment to the training, development and motivation of employees. Until there are machines to make bed and clean toilets, dust and polish and do all other cleaning, there will always be a need for a housekeeping department. Regardless of the type of guests, they expect to be provided housekeeping services. Even if new technology should make way for more efficient systems, making life and work in the housekeeping department less physically demanding, housekeeping standards still need to be maintained. In a competitive hotel market, it is service and cleanliness that really make an impact on our guests and determine whether they will return. Imagine you check into a five-star hotel. What level of services would you expect to have from the housekeeping department? ______________________________________________________________________________ ______________________________________________________________________________ Housekeeping Services 4 Functions of Housekeeping Primary Functions: Cleaning of guestrooms, corridors, public areas to ensure the integrity of the original design schemes is maintained. Secondary Functions: Provision of uniforms, F&B table linen, Lost and Found department, preparation of annual budgets, control of departmental expenses, constant research for new and more efficient cleaning products and equipment, record keeping, liaison with the interior designer, and preservation of inventory. Other functions may include responsibility for pool and health club facilities, back of the house areas, floral arrangements and banquet set-up. Organization of the Housekeeping Department A well-managed Housekeeping Department relies on the ability of the Housekeeper to organize work efficiently. It is also important that the supervisors be able to organize work as they are responsible for controlling and supervising the allocated task. The housekeeping department organization chart provides a clear picture of the lines of authority and the channels of communication within the department. Housekeeping’s Areas of Responsibility 1. Meeting guest requests (room supplies, local information inquiries) 2. Managing guest laundry 3. Maintaining linen stock control (rooms and other departments) 4. Managing lost and found 5. Managing staff uniforms (issue, laundering, alterations) 6. Controlling mini-bar 7. Providing butler services 8. Providing turn down service 9. Managing floral arrangements Housekeeping Services 5  BOARD OF DIRECTORS GENERAL MANAGER DIRECTOR OF DIRECTOR OF DIRECTOR OF DIRECTOR OF DIRECTOR OF ROOMS DIVISION FINANCE SALES & HUMAN FOOD & MARKETING RESOURCE BEVERAGE FRONT OFFICE EXECUTIVE SECURITY MANAGER HOUSEKEEPER MANAGER RESERATIONS GUEST ASSISTANT MANAGER RELATIONS EXECUTIVE MANAGER HOUSEKEEPER HOUSEKEEPING LAUNDRY MANAGER MANAGER Sample Organizational Chart for the Room Divisions EXECUTIVE HOUSEKEEPER HOUSEKEEPING SECRETARY ASSISTANT EXECUTIVE HOUSEKEEPER HOUSEKEEPING MANAGER LAUNDRY MANAGER HOUSEKEEPING SUPERVISORS LAUNDRY SUPERVISORS HOUSEKEEPING CO-ORDINATORS LAUNDRY ATTENDANTS HOUSEMAN LAUNDRY HELPER ROOM ATTENDANTS Sample Organizational Chart for the Housekeeping Department Housekeeping Services 6 1.2 Types of Rooms Adjacent Rooms Two rooms beside each other across the corridor Adjoining Rooms Two rooms that are beside each other Cabana A room adjacent to the pool or beaches with sofa-cum-bed Connecting Room Two rooms with an interconnecting door Double Room A room with a double bed for two persons Executive Room A room with additional features like internet connections, computer points specially designed for the business executive Family Room A room with sofa bed in sitting areas that doubles as a sleeping space Hollywood Twin A room with two twin beds but a common headboard meant for two persons. If so desired, the beds can be bridged together to make it appear a single bed. King A room with a king-size bed Quad A room for four people fitted with two or more beds Queen A room with a queen-size bed for single or double occupancy Sico Room A room with murphy or SICO bed or similar (a pull out /convertible /roll away bed) Single Room A room with single bed Studio A room with a sofa-cum-bed Triplet A double room with one extra rollaway bed Twin Room A room with single beds meant for one person each Suites Junior Suite A single large room with a bed and a seating area Double suite Two rooms, one serving as a living-cum-dining area and the other with a double bed. Duplex/Bi-Level Suite Two suites on two floors with an interconnecting staircase Executive Suite Suite specially fitted for business executives Single Suite Two rooms, one serving as a living-cum-dining area and another with a single bed Penthouse Suite A room that opens onto the roof and may be accompanied by swimming pool, patio, tennis court and other facilities. Villa An independent home detached from the main hotel. They will be found in resorts for greater privacy and exclusivity. Housekeeping Services 7 1.3 Job Descriptions Job descriptions help the Human Resource Department recruit and select employees for the Housekeeping Department. It should assign specific jobs to the individuals so that responsibilities do not overlap. Roles and Responsibilities of the Hotel Housekeeping Supervisor Immediate Supervisor: Assistant Executive Housekeeper Role: To supervise and monitor the work of the Room Attendants assign on allocated floors. 1. Attend daily meeting and follow up with special instructions (eg. VIP check-in) 2. Supervises work activities of cleaning personnel to ensure clean, orderly rooms in conformance to hotel standards. 3. Prepare daily shift deployment schedule for room attendants. 4. Issues keys and supplies to Room Attendants and House Attendants. 5. Manages Crash Programs to maintain regular cleaning cycle. 6. Inspect check-out rooms before reporting them ready for sale. 7. Receive and perform special requests from guests. 8. Advise housekeeping of rooms ready for occupancy. 9. To be conscious of personal hygiene and safety. 10. Inspects areas cleaned using checklist to ensure that cleaning is adequate, supplies in rooms are standardized and items for immediate repair are reported. 11. Raise maintenance reports for guestrooms or items in need of repair. Follow up to make sure work is completed. 12. Fill up Lost and Found and hand over articles to the Lost & Found department. 13. To check corridors, guest lift areas, service areas and follow up on cleanliness. 14. To have proper handover of information and follow up to the next shift. 15. Check stock to ensure adequate supplies for designated floors. 16. Train and assist room attendants, advise Assistant Executive Housekeeper if performance is not satisfactory. 17. Investigates complaints regarding housekeeping service and equipment, and perform service recoveries. 18. Examines rooms, halls, and lobbies to determine need for repairs or replacement of furniture or equipment. 19. Provide constructive suggestions to save cost or improve work flow. 20. Reports suspicious persons and actions, Do-Not-Disturb rooms, sleep outs etc. Housekeeping Services 8 Roles and Responsibilities of the Hotel Housekeeping Room Attendant Immediate Supervisor: Floor Supervisor Role: To clean and maintain the assigned guestrooms in accordance to the hotel standards. 1. Attend roll calls to be kept updated of the day’s events. 2. Check room status and report any discrepancies. 3. Perform designated task in a polite, prompt and orderly manner. 4. Meet the hotel standards of cleanliness for housekeeping duties carried out. 5. Report and follow up on any maintenance work in the guestrooms and common area. 6. Check, post and replenish guestroom minibar consumptions. 7. Tidy and arrange neatly guest’s toilet articles on vanity counter. 8. Hangs guest’s night clothing. 9. Reports hotel property misappropriated by guests. 10. Deliver guest’s requests. Eg. adaptors, hairdryers, extra amenities etc 11. Report Do-Not-Disturb rooms. 12. To be conscious of personal hygiene and safety. 13. Perform daily crash programs. 14. Observe precautions required to protect hotel and guest property. 15. Complete daily Room Attendant Report in an accurate, timely manner. 16. Pack; replenish housekeeping supplies at end of each shift. 17. Keep storeroom and supplies well stocked, clean and tidy. Roles and Responsibilities of the Hotel Linen Room Supervisor Immediate Supervisor: Assistant Executive Housekeeper Role: To supervise and ensure daily smooth operations of the Linen Room. 1. Schedule and assign daily duties to staff. 2. Responsible and co-ordinates with the laundry officer on the quality of linen 3. Ensures adequate supply of linen for the guestrooms and F&B outlets. 4. Issues linen stock on reserve. 5. Conducts all linen inventories for effective control. 6. Plans daily roster and annual leave schedules. To be verified by the Executive Housekeeper before circulation. 7. Inspects staff changing rooms for unattended uniform. 8. Conducts daily briefings with the staff. Compile feedback and communicates to the Executive Housekeeper. 9. Handle internal requisition of all linen. 10. Attend matters relating to Linen from all F&B outlets. Housekeeping Services 9 Roles and Responsibilities of the Hotel Linen Room Attendant Immediate Supervisor: Linen Room Supervisor Role: To issue uniform and linen to hotel staff and also control the movement of soiled and fresh linen. 1. Receives, sort and segregate clean and dirty linen. 2. Issue uniforms to employees according to procedures. (eg. one to one exchange) 3. Check and ensure uniforms are in good condition after receiving from Laundry before placing them on shelves. 4. Send torn uniform and linen to Seamstress for mending. 5. Take care of small repairs such as sewing buttons, hems etc. 6. Maintain record of linen and uniform movement. 7. Raise the requisition for linen form. 8. Receive blankets, bedspread, and curtains from Laundry. 9. Reports defective and substandard linen to Linen Room Supervisor. 10. Issues linen to F&B Department. Roles and Responsibilities of the Hotel Housekeeping Clerk/Coordinator Immediate Supervisor: Executive Housekeeper Role: To execute all office administrative and clerical duties. 1. Maintain and update information recorded on planning and schedule boards. 2. Handles all incoming and outgoing correspondences. 3. Answer and handles guest’s telephone requests. 4. Maintain and update Room History Records. 5. Make requisitions from General Store. 6. Make Purchase Requests. 7. Prepares payroll reports. 8. Responsible for Lost and Found items. 9. Mail found articles back to rightful owner. Butler Task 1. Inspect guest rooms before arrivals 11. Delivery of daily newspapers 2. Checking of occupied room 12. Collection of Door Knob Menu 3. Escorting guest to the rooms 13. Explaining Key System 4. Introduce Room /Hotel facilities 14. Charging of Minibar consumptions 5. Unpacking suitcases 15. Packing of suitcases 6. Offer pressing and shoe polishing 16. Checking Guest out 7. Taking orders of meals upon request 17. Handling Enquiries 8. Serving meals and amenities in the rooms a) Limousine 9. Clearing of room service trays and trolleys b) Airline Tickets 10. Registration and imprint of credit card c) Reservations 11. Perform Turndown Service Housekeeping Services 10 1.4 Importance of Teamwork in the Hotel Housekeeping Department 1) Teamwork triggers creativity When all team members operate at an equal level, they will be more open about their ideas. If an employee feels a sense of connection with his teammates, he would confidently share his opinions and thoughts without fear of judgment, it will give a leap to one’s creativity as well as the overall success of the team. 2) Teamwork makes employees happier Happy employees brings success as compared to sad and dejected employees. When a team behaves like a family, then work no more seems to be a burden. People will be pleased to come to the office which inadvertently will boost performance and success. 3) Teamwork leads to learning Every individual has his own set of skills and strengths. When the whole team works as one unit, people can always avail opportunities to learn from others. This process leads to resource building as employees then become better equipped to deal with challenges. The polishing of skills of employees can prove a boon for the company as well as for the individual growth of employees. 3. Teamwork leads to learning Every individual has his own set of skills and strengths. When the whole team works as one unit, people can always avail opportunities to learn from others. This process leads to resource building as employees then become better equipped to deal with challenges. The polishing of skills of employees can prove a boon for the company as well as for the individual growth of employees. 4. Work pace improves with teamwork One person working on a project is always going to take longer as compared to the collaborated effort of many. But remember, teamwork and team are two different terms. Teamwork might be missing in a team of people. Projects can be delivered well in time only if a team puts a joint effort in the right spirit. Housekeeping Services 11 When work is divided into a team as per the specializations of people, responsibilities get shared and every task is performed effectively as per the individual specializations, thus boosting performance and output. 5. Teamwork contributes to revenue generation At the end of the day, profitability is all that matters the most for an organization. Since no organization works for charity, it is important to meet the targets and revenue needs. When there is a proper division of responsibilities, every person does his bit so that the burden does not go on a single resource. Also, in the hour of need, everyone comes up with ideas and solutions. As a result of which, projects can be delivered on time and profits are reaped which is the ultimate goal. 6. Teamwork cultivates strong work relationships Teamwork can be effective in building great work relationships. By work relationships, we don’t mean that people have to be the best of friends. Rather, developing the right frame of mind where you respect and listen to other people’s opinions and collaborate positively is what we call a good work relationship. A team that has a great communication level has mutual understanding and trust in each other that will always prove beneficial for the organization. Team activities open the avenues of communication and relationship building for the team. 7. Teams can self-monitor In a good team, people will spot any loopholes in each other’s work at the team level only. Also, if one team member gets diverted from the work, others can help him align back to his work and finish it on time. Whereas, if a single person is responsible for something, any delays or loopholes are difficult to spot at an early stage. So teamwork can save blunders from happening without interference by higher management. 8. Brings a sense of accomplishment Housekeeping Services 12 While working as a team on a common goal, team members encourage and support one another. When a team works on a project as one unit, the sense of accomplishment also becomes greater on finishing the task. It brings a sense of confidence and fulfillment in the entire team. 9. Teamwork induces accountability When working in a team, you experience a better sense of responsibility and accountability. You feel that anything you do will affect others. Your carelessness can create trouble for others and your good work can benefit the whole team. In such a situation, you would want to but only make a good mark. So, you become more dedicated and careful in all your actions out of peer pressure which acts as a powerful force. Working as a team in the housekeeping department enhanced a better performance of the employee. Housekeepers are ble to plan, make common decision and perform the tasks to better serve the guests. Working as a team allows housekeepers to receive more support from and be involved in implementation plans. Increase competition to problem solving and decision making It creates the competition and increase the better performance of team member on problem serving and for the correct decision towards the tasks. More ownership of decisions, processes & changes. Improving the more ownership nature while making the decision, processing the tasks and creating the changes while needed within the tasks. Above mentioned point is the purpose of team an organization. In the hospitality industry al the purpose of teams are same as above mentioned. Team Cleaning Co-operation Workers morale Housekeeping Services 13 RA who excel in room cleaning help the poorer performers to improve Absenteeism and tardiness get better resolved at the team level because one member Mumdane cleaning tasks may become fune when performed as a team Fewer tools are needed Heavier cleaning task are accomplished more easily and faster with two people eg making a double bed Coaching for new staff Saving on labour costs since team complete work faster Better attendance, fewer accidents, develop greater interest to improving the process Housekeeping Services 14 Source: Marina Bay Sands Singapore Chapter 2 Bed and Linen Tools & Equipment Learning Objectives: When you complete this chapter you will be able to know: 2.1 Identify the different types of beds 2.2 Identify different types of bed linen and their uses 2.3 State the uses of housekeeping tools, equipment and chemical 2.4 Inspect and maintain vacuum cleaners 2.5 List the basic cleaning procedures 2.6 Outline the uses of various types of cleaning chemicals 2.7 State the importance of Safety Data Sheets Housekeeping Services 15 2.1 Types of Bed Single For single occupancy. Queen For double occupancy King For double occupancy. Rollaway Designed for easy storage and maneuverability with castors. Available upon request. Charge at a fee base on per room night. Baby cot Available upon request. Normally free of charge. Singapore mattress North America mattress Europe mattress sizes sizes sizes King: W 193cm x L 203cm California King: W 183cm x L 213cm King: W 183cm x L 190cm King: W 180cm x L 200cm Queen: W 168cm x L 203cm Queen: W 152cm x L 190cm Queen: W 160cm x L 200cm Full: W 137cm x L 191cm Super Single: W 107cm x L 190cm Double: W 140cm x L 200cm Twin XL: W 99cm x L 203cm Single Size: W 91cm x L 190cm Single: W 90cm x L 200cm Twin: W 99cm x L 191cm Source: http://www.europeanbedding.sg/ 2.2 Types of Bed Linen 1. Bedspread A decorative cloth used to cover a bed when it is not in use. 2. Bed Runner A rectangular piece of fabric place on top of a bed for decorative purpose. 3. Bed Sheet Usually made of cotton or linen, add a comfortable touch. 4. Bed Skirting A piece of decorative fabric placed between the mattress and the box spring of a bed. 5. Bed Topper A cushioned pad that sits on top of a mattress. It may be use to compensate for a bed that feels too firm. 6. Blanket Hotel blankets are usually make of cotton, thermal, polyester, fleece. Lightweight synthetic fiber blankets, such as polyester and fleece, are not as absorbent, but are more durable and resist to stains and pilling. 7. Duvet A soft flat bag filled with down, feathers, wool, silk or a synthetic fibre. 8. Duvet Cover Duvet covers are used to protect duvets from stains as duvets cannot be washed. Water would ruin the stuffing. Housekeeping Services 16 9. Mattress A removable bedding that sits on top of or encases a mattress to Protector protect to the mattress. 10. Pillow Case A removable washable cover made of cotton, linen, nylon etc. 11. Pillow Protect pillows from dust, dirt, stains and facial oils. Protectors 12. Sham Pillow A sham is a decorative pillowcase that transforms normal sized pillow fills into useful accessories for one's bedding set. 2.3 Housekeeping Tools, Equipment Cleaning Tools 1. Caddy Plastic carry case for cleaning solutions, scouring pads, brushes. 2. Cleaning Cloths In different colour code for general dusting, toilet bowl wiping. 3. Brushes Toilet brush for cleaning toilet bowl and bidet. Deck brush for scrubbing hard floor. 4. Window Squeegee A tool with rubber blade used for gathering/removing water from windows and mirrors. 5. Floor Squeegee A tool with rubber blade used for gathering/removing water from floor. 6. Scrubbing pads In different colour code for cleaning hand basin, bathtub, wall, toilet bowl. Types of Mop 1. Dolly Twisted cotton strands attached to round metal or plastic holder. End of strands may be loop for trapping dirt better. 2. Kentucky Designed for used in large areas. Sewn band provides greater control, minimize tangling, loose strings to enhance durability. 3. Flat Mop Made of polyester, cotton or microfiber. 100% Microfiber enhanced dirt and water pick-up. Spray mop comes with in build cleaning solution. 4. Dust Control Mop Designed to remove soil and debris from a surface without Housekeeping Services 17  raising dust which may then settle back onto the surface. Dolly Kentucky Flat Mop Dust Control Types of Cleaning Equipment 1. Upright vacuum cleaner Not suitable for modern floor coverings or carpets that are stuck down to the floor or have a thick rubber backing. This is because of the design of this particular type of cleaner. Air is sucked into the head through the carpet and the beater bars dislodge the dust so that it can be sucked up into the bag. 2. Cylindrical vacuum Usually round in shape. They are built to run on a cushion of air, rather like a hovercraft. A thick rubber bumper is fitted to the broadest part of the machine to prevent any damage by accidental bumping into furniture. They are light and easy to use, ideal for the smaller older type of establishments where they need to be carried up and down steps. Housekeeping Services 18 3. Back pack vacuum These are most useful in older buildings, where ceilings, curtain and ledges are high. Back pack vacuums, when used properly, are an efficient way of keeping dust at bay. 4. Scrubber /Polisher These are a basic requirement when hard floors are installed in reasonably large areas. Most machines may be fitted with a variety of brush or pad which are colored or graded according to the type of job for which they are intended. Pads are by far the cheapest method for this type of floor maintenance, while some prefer brushes. If both are used with care and thoroughly washed out and dried after use, the result can be perfect. Rotary machines are used to: a) Remove impacted dirt and old polish from floors b) Spray Clean c) Buff floors to shine d) Cleaning of carpets with micro fiber pads (carpet bonneting) 4a) Polishing A polish is a substance which when applied to a floor surface, forms an impervious layer. The purpose of polishing a floor is to: i) Improve the appearance of the floor both in the short and long term. ii) Protect the floor covering of the seal iii) Exclude moisture and dirt from an unsealed floor by filling the pores of the floor covering. iv) Make maintenance easier and thus reduce costs. 4b) Buffing Regular use of buffing technique provides a surface that improves in appearance and durability with each application while considerably extending the time between top scrubbing and coating and/or complete stripping and refinishing procedures. The spray buffing technique may also be used for combined light-duty cleaning, refinishing and polishing for either entire area or only troubled area. 4c) Scrubbing This technique is used mainly on non-porous floors but you can also use it on semi- porous floor if water is removed quickly with a wet pick-up machine or mop. Scrubber works to remove any sort of sticky glue from the floor. 4d) Bonneting This method is very similar to spray cleaning of hard floors. The equipment needed consists of a rotary scrubbing machine and either a white machine pad or a bonnet. Housekeeping Services 19  A bonnet is composed of a thick pad of cotton or a mixture of polypropylene, polyester or cotton. During the process of cleaning, ingrained soil is removed from the surface and upper 2-3mm of pile through a light abrasive action on the part of the bonnet, combined with the effect of the shampoo. The soil is absorbed and held by the pad or bonnet so it is necessary to turn or change the bonnet at regular intervals. 5. Wet Pick-Up Machines These can be purchased in various sizes according to the requirements of the establishment. They are mainly used for cleaning up after floods or spillages. Using of a wet suction machine saves time and effort leaves the floor drier then by mopping. 6. Carpet Shampoo Machines (Hot water extraction) The machine works by hot water being pumped into the carpet, loosen and suspended the soil in the cleaning solution. Finally, it is sucked out of the carpet by the wet pick-up unit contained in the machine. Other methods of shampooing carpets are dry foam, rotary method and dry extraction. 7. Pressure Washers Also known as hi jet pressure, are machines which clean a surface by using the force of a jet of high pressure water, steam or sand to dislodge the soil. The high pressure stream of water is directed onto a surface with lance held by the operator. A cleaning agent may be added to the water but may not be necessary. This type of machine is used mainly for cleaning the external surfaces of the building, such as walls, steps and paths. Housekeeping Services 20  Scrubber /Polisher Wet /Dry Pick up Hi-Jet Pressure Carpet Extraction Vacuum Cleaners Upright Cylinder Backvac Housekeeping Services 21 2.4 Vacuum Cleaner Inspection and Maintenance 1. Vacuum Cord: Keep the cord untangled at all times to reduce the risk of breaking wrapped wires. Check the condition of the electrical plug and use care when unplugging the vacuum. 2. Vacuum Replacement Bags: Check vacuum bag often and replace when needed. Replacing bags even before they become full can improve air flow and performance. Keep replacement bags on hand and use proper bags for your vacuum. 3. Vacuum Filters: Inspect filters and change as required Filters that are clogged can severely impact air flow and the vacuum's performance. If filters are washable, clean, dry completely and replace. You may be able to clean filters by vacuuming them with another vacuum, or blowing out the dirt with an air hose. 4. Vacuum Brushes: Inspect and remove debris, threads, wood chips, lint and other debris which can hinder air flow through the bristles or within the attachment. Check for food residue or sticky substances which can cause odours and prevent brush bristles from free movement. Brushes in the power bar or nozzle attachment should also be checked routinely to clear debris. 5. Vacuum Power Head or Nozzle Attachment: The power bar requires routine checks to clear debris, strings or other items that may have become tangled in the brush rollers and which can hinder operation. 6. Vacuum Wheels: Keep wheels clean and remove debris that may have wrapped around a wheel. When wheel movement is restricted, the wheel could scratch hard surfaces such as wood flooring. 7. Vacuum Hose: Check for cracks which can cause air leaks. If detected the hose should be replaced to maintain a tight seal. Check the interior of your hose for obstacles and clear. Tissues or small socks can often become lodged within the hose and can restrict air flow and suction performance. Housekeeping Services 22 8. Vacuum Exterior and Attachments: Unplugged to wipe vacuum exterior with a soft cloth and mild detergent. Store your vacuum attachments in a routine storage area to reduce the risk of losing accessories. 9. Monitor Motor Performance Sent vacuum for servicing when there is burnt smell or loud noises from the motor. 2.5 Standard Operating Procedures – Cleaning Techniques Dust Mopping Dust Mop is designed to remove soil and debris from a surface without raising dust which may then settle back onto the surface. It is designed to attract and retain dust. There are two main types of dust control mop: Static These are made of man-made fibres, usually nylon and/or acrylic Disposable These come in several forms, from strips of fibrous material to very cheap cotton fabrics and are usually impregnated with a substance which attracts dust. Purpose: To remove litter, dust, and light soil from floors in the preparation for wet mopping or auto floor scrubbing. Materials Required: 1. One Dust Mop set 3. One Scraper 2. Two Caution Signs 4. One Dust Pan and Small Brush Procedures: 1. Assemble equipment. 2. Place caution signs. 3. Remove any chewing gum with scraper. 4. Sweep using continuous stroke (straight or figure 8), overlapping passes. Ensure mop head is in contact with floor at all times and leading edge is maintained. Sweep under heavy furniture, move lighter furniture and replace. 5. Use dustpan and brush in corners. 6. When sweeping large areas, collect dirt with pan as and when needed. 7. If mop head becomes full of dirt, clean it using the suction cleaner. 8. Cover all area systematically. 9. When finished, remove soil from floor with dustpan and brush. Clean mop sweeper with vacuum. 10. Clean equipment and return to store. Housekeeping Services 23 Safety: 1. Check electrical equipment, particularly plugs and cables. 2. Do not leave mop sweeper lying about. 3. Check handle is smooth (rough handles may cause splinters) 4. When cleaning several rooms, pick up dust after each room. 5. Do not move dust from one room to another. Care of Equipment: Store mop sweeper with head up. When dirty, rinse mop sweeper and hang to dry. Wet Mopping While a dusty environment presents a negative image, it is the spread of infection and the creation of poor indoor air quality that is the most serious consequence of dust accumulation. Purpose: To remove soil and disinfect floors. Materials Required: 1. Mop Bucket System 3. Cleaning Agent 2. Two Warning Signs 4. Scrapper Procedures: 1. Assemble equipment. 2. Place warning signs. 3. Remove any chewing gum with scraper. 4. Prepare cleaning solution according to manufacturer’s instructions. 5. Apply solution to floor using the mop. 6. Clean adjacent to skirting by “cutting in” parallel to skirting. 7. Mop the floor using a figure 8 stroke with each pass overlapping. 8. Use abrasive pad to remove stubborn marks. 9. Ensure bucket is behind line of work. 10. When wringing out mop, stand in front of wringer and press down firmly (if applicable). 11. Change cleaning solution when dirty. 12. Leave floor as dry as possible. 13. Clean equipment and return to store. Safety: 1. Wear protective gloves 2. Use as little water as necessary. 3. Do not use soaps as these can make the floor slippery. Housekeeping Services 24 Care of Equipment: 1. Remove mop head from handle, wash and allow drying. If re-assembled, store head up. 2. Wash abrasive pad and allow drying. 3. Wash buckets, wipe and store upside down. Glass and Mirror Cleaning Purpose: To maintain a clean and attractive environment that enhances the image of the facility. Materials Required: 1. Glass Cleaning Chemical 4. Caution Sign 2. Glass Cleaning Squeegee Set 5. Glass Cloth (Lint free) 3. Extension Pole /Step Ladder 6. Condemn Towers Procedures: 1. Place caution sign and condemn towel at work area. 2. Carefully set up the ladder or extension pole, if needed. Be sure to place it on a level surface and lock it open before climbing. 3. Apply glass cleaning solution on the entire surface. 4. Overlap every scrap to remove all soil. 5. Wipe any spills. Carpet Shampoo Purpose: To maintain carpeted floor in a clean and attractive condition, prolongs appearance and contributes to a healthy and attractive environment. Materials Required: 1. Vacuum cleaner with attachments 5. Small bucket and brush 2. Carpet extraction machine 6. Blower 3. Carpet shampoo and spot remover 7. Caution signs 4. Cleaning cloths for spot removal and equipment clean-up Procedures: 1. Prepare the carpet extraction machine. Top up water and shampoo. 2. Place caution signs 3. Move furniture out of the way as required for cleaning access. 4. Vacuum the floor area to be cleaned. Housekeeping Services 25 5. Before beginning of the extraction procedure, pretreat and remove any spots or stains. 6. Shampoo the carpet from the innermost corner, moving backwards towards the exit. 7. Release the shampoo solution evenly, walk at a pace that allows adequate time for the water to be picked up. Avoid over wetting the carpet. 8. Move to the next area of floor to be cleaned and repeat the process until the entire section has been cleaned. 9. Place the blower so that it blows across the floor in order to decrease the time required for drying. Upholstery Shampoo Purpose: Furniture can be costly. Proper care preserves its investment and maintains a clean and attractive environment that enhances the image of the facility. Clean furniture helps provide a safe environment for hotel guests and staff. Cleaning Cloth Upholstery Cloth upholstery should be cleaned only with specially formulated shampoos designed for the purpose. However, if the surface has been completely protected with vinyl or some other impervious substance, it may be safe to clean it with conventional cleaners or disinfectants without running the risk of damage. Tools & Equipment Required: 1. Vacuum cleaner and attachments 4. Clean, lint-free cleaning cloths 2. Blower 5. Condemn towel 3. Portable upholstery shampooing machine or other appropriate upholstery cleaning equipment Procedures 1. Relocate the furniture to a utility area or place a condemn towel underneath to protect the flooring. 2. Vacuum the furniture thoroughly. 3. Add approved upholstery cleaning chemical to the shampooing machine. 4. Pretreat any heavily soiled spots or stains using upholstery cleaning chemical. 5. Shampoo the upholstery. Remove as much water as possible, do not over wet the fabric. 6. If feasible, place a blower directly onto the furniture to speed up the drying process. 7. After the upholstery is completely dry, vacuum it again to improve the fabric’s appearance. 8. Return the furniture to its original position. Housekeeping Services 26 2.6 Cleaning Operations What is a Detergent? Add water to detergent to form a cleaning agent which loosens and removes dirt. Detergent holds dirt in suspension to prevent dirt from re-depositing onto cleaned surface. The pH Scale (percentage of Hydrogen) It measures the degree of acidity or alkalinity of any substance on a scale from 0-14. The amount of acidity or alkalinity will affect the cleaning power of the cleaning agent so it is important to consider the pH when choosing a cleaning agent for a particular job. Solutions which have a pH of less than 7 are acidic and those with pH of more than 7 are alkaline. The further away a number is from 7, the greater the degree of acidity or alkalinity. Detergents are most commonly used in three forms: a) Neutral Detergents Also known as “multipurpose cleaners”, used for all routine cleaning. Removes 80% of bacteria from surfaces. It is important to use the exact amount of detergent specified in the manufacturer’s instructions. If too concentrated, the detergent will leave the surface sticky and liable to retain dust. If too diluted, the detergent will fail to clean properly. Detergents used for cleaning should be biodegradable. This means that when the dirty solution is thrown away, the detergent is easily broken down and pollution avoided. a) Acid Detergents Should not be used for regular or daily cleaning. Strength of solution will be chosen to cope with different cleaning task. E.g. strong acids for heavily soiled areas (de-scaling toilet) Descaler usually have a pH of 3. Descalers attack cement jointing, damage appliances and plumbing systems. Should not be used more than two or three times a year. Housekeeping Services 27 b) Alkaline Detergents Alkaline detergents may fall into one of three groups: Hard surface cleaners - Cleaning of heavily impacted dirt /grease eg. Kitchen walls (pH 9-11) Floor Strippers - Stripping of water-based polishes from floor (pH 10-12.5) Caustic Detergents - Degreasing of drains /grease traps, e.g. soda. (pH 14) Importance of Cleaning The reasons why the removal of dirt from materials and surfaces is necessary are: Appearance – Clean and well-maintained surfaces and equipment create a favourable impression on the public/staff and give an indication of the operational efficiency of the housekeeping staff. Hygiene – Several crucial areas, especially kitchens and washrooms, must be kept clean to prevent cross-contamination and possible infection. Lift span – A regular cleaning and maintenance programme will prolong the working life of furnishings and equipment. Types of Cleaning Agents 1. Water Water is used extensively for making cleaning solutions. It is an extremely effective sterilizing agent when used at a high temperature. However, unless used sparingly, water can do considerable harm to surfaces such as wood, cork and textiles, softening them and causing colours to bleed and run. 2. Multipurpose cleaners There has been a trend to develop multi-purpose hard surface cleaners designed to cope with the job of cleaning grease and mud from hard flooring, doors and walls. 3. Abrasives An abrasive cleaner, or scouring cleaner contains a high proportion of a finely ground mineral (over 75%). Feldspar, calcite, dolomite are commonly used in abrasive products. The mineral powder assists in the removal of grease and other soiling from the surface. Housekeeping Services 28 4. Toilet cleansers An acid-based cleanser is usually used to remove stains in toilets. This staining is caused by scale from hard water salts and iron, copper stains from the water supply and/or corroded pipework. 5. Solvent The alkaline, surfactant system, with some aid from abrasive components and bleach, should be capable of removing all oil and grease stains. To deal with excessive soiling, solvent action can increase the cleaning power of the product. 6. Chlorinated bleaches These have been found to improve the cleaning power of hard surface cleaners. This is because they have good oxidizing properties which can remove stains and react with all forms of organic matter, such as grease/oil films and food particles. Chlorinated bleaches also have good disinfectant properties. Strict safety precautions must be taken. Alkaline detergents as it may cause skin irritation. Regular contact will damage wood, PVC terrazzo, marble, chrome, aluminum or other surfaces. Rinse surface after alkaline detergent has been used. Types of Cleaning Chemical 1. Acid Bowl cleaner For periodic cleaning and descaling of toilets and urinals. 2. Air Freshener Aerosol spray or liquid deodorizer to remove odors or freshen the air. 3. Carpet Shampoo Use in carpet extraction machines. 4. Cream Cleanser Contains finely ground mineral powder, cleans with abrasions. 5. Carpet Spot Remover Removal of spots and stains. 6. Degreaser Cleaning oily soil and for general degreasing. 7. Descaler Removes hard deposit formed by chemicals at toilet bowl. 8. Floor Finish For protecting floors; often buffed to achieve a desired level of shine, gloss or “wax”. 9. Floor Sealer For sealing the pores in hard surface floors; various types of sealant may be used for different types 10. Floor Stripper Removes acrylic floor finish and sealer from hard surface floors. (vinyl, tile, marble, etc) 11. Furniture Polish Cleaning, waxing and protecting wood surfaces. 12. Germicidal Cleaner Sanitized toilets. 13. Glass Cleaner Removes dirt, grease, and grime from glass surfaces without leaving streaks, residue, or film behind. 14. Marble Polish Cleaning and polishing marble surfaces. 15. Multipurpose Cleaner General cleaning where disinfectant is not required. 16. Stainless Steel Polish Cleaning and polishing stainless steel. Housekeeping Services 29 2.7 Safety Data Sheets Safety Data Sheets (SDS) are produced by chemical manufacturers and importers, provide most of the information needed to work with the material safely. It is a legal requirement that users have easy access to them. Handling chemical safely: 1) Ensure a clean, orderly workplace that improves employees’ health and safety. 2) Introduce cost savings through more effective work practices such as correct storage, handling, use and disposal procedures. 3) Reduce potential harm to the environment. 4) Maximise product performances. Each SDS is of a standardized format with information about the physical properties of the chemicals, disposal of the chemicals, as well as first aid and emergency responses. It contains information on: 1. Product and Company Identification 9. Physical and Chemical Properties 2. Hazards Identification 10. Stability and Reactivity 3. Composition/Information on Ingredients 11. Toxicological Information 4. First Aid Measures 12. Ecological Information 5. Fire Fighting Measures 13. Disposal Considerations 6. Accidental Release Measures 14. Transport Information 7. Handling and Storage 15. Regulatory Information 8. Exposure Controls/Personal Protection 16. Other Information SDS is meant for: 1. Employees who may be occupationally exposed to a hazard at work. 2. Employers who need to know the proper methods for storage etc. 3. Emergency responders such as fire fighters, hazardous material crews, emergency medical technicians, and emergency room personnel Housekeeping Services 30 Source: Conrad Centennial Singapore Chapter 3 Service Guestroom Learning Objectives: When you complete this chapter you will be able to know: 3.1 Identify the order of guest room cleaning 3.2 Explain the Beginning of Shift Duties 3.3 Outline the procedures for guest room cleaning 3.4 Outline the procedures for completing end-of-shift activities 3.1 The order of room cleaning The room attendant’s main job function is to clean and maintain to the hotel’s standard, the established number of guestrooms. Housekeepers work on two shifts, namely morning and afternoon. In the morning shift, room attendants usually clean between 13 to 15 guestrooms and in the evening shift, approximately 40 to 50 numbers of rooms will be assigned for “turn-down service”. After the initial first round of “Discrepancy Check” to all guestrooms on the room attendant’s designated floor, guestroom cleaning will commence in the following order: Priority 1st Clean all check out rooms 2nd Clean all occupied /stay over rooms Housekeeping Services 31 3rd Clean all due out rooms  Ensure all vacant clean rooms are in tip top conditions, no discrepancy of room status  Front office able to turnover rooms faster. (esp. high occupancy)  Minimize disturbance to guest not yet ready to check out or decide to extend their stay Order of room cleaning is subjected to guest condition. E.g. DND or guest’s request to clean at stipulated time etc. Room Status: Check out: Room status indicating that guests have settled their accounts, returned the guestroom keys and left the hotel. Due out: Room status term indicating that the guestroom is expected to become vacant sometime during the day. Stay over: Room status indicating that the guests are not checking out today and will stay at least one more night. VIP A room set aside for very important guests. It usually has extra comforts e.g. presidential suites. Out of Service Room status indicating guestroom is blocked temporary for repairs or cleaning. It could be released within the same day. e.g. leakage of cistern tank, TV repair, power tripped, carpet shampoo, Showrooms. Out of Order Room status indicating guestroom is blocked for major repairs /rectifications. E.g. renovations in progress, fumigation, major pipe leakage 3.2 Beginning of shift duties 1. Briefing is conducted at the beginning of a work shift to facilitate communication. All staff is required to report for briefing properly attired before the start of the scheduled shift. Briefing includes: a) Update of important information about the day (e.g. VIP arrival, special arrangement) b) Discussions of work-related issues c) Follow up on previous issues d) Training – Standards are re-emphasized daily e) Staff recognition and praise f) Sharing of Guest feedbacks Housekeeping Services 32 2. Sign out for the Master Key 3. Collect Room Attendant Daily Report 4. Collect communication Device Organising Housekeeping Trolley 1. Set up trolley as per requirement in a neat and organised manner. 2. Store what is needed for the shift. Overload will increase the risk of accidents or damage to the supplies. Storing below par affects efficiency due to regular trips to the floor pantry for supplies. 3. Remove all dirty linen and trash from trolley at the end of the shift. 4. Wipe down trolley to ensure it is free from debris, smudge, and dirt. 5. Wheels must be welled oiled, free of dust, tangles strings and hair. Replace broken wheels immediately. 6. Inspect and report any maintenance defects. Room Attendant Trolley Housekeeping Services 33 List the quantity of amenities provided in a standard bathroom of your establishment BATHROOM NUMBER IN BATH LINEN NUMBER IN SUPPLIES BATHROOM BATHROOM Hand soap Bath towel Bath soap Hand towel Conditioning Face towel Shampoo Body Lotion Bathmat Toilet paper Bathrobe Tissues Matches How would you set priorities for the following list of rooms? ROOM NO. ROOM STATUS Priority 1801 Due out 1802 Stay over 1803 Checkout 1804 Guest ask to make up room 1805 Due out 1806 Stay over 1807 checkout 1808 Make up sign on 1809 Stay over 1810 VIP 3.3 Standard operating procedures (SOP) All guestrooms need cleaning and are cleaned to the predetermined hotel standard. Guestroom cleaning procedures are to be followed as it ensures: 1. Productivity levels are maintained 2. Maintenance is minimized a. cleaning carefully reduces damaged thus reducing replacement and maintenance cost. 3. Safe work practices are observed a. reduced injuries /accidents 4. Nothing is overlooked a. clean from top to bottom b. clockwise or anti-clockwise around the room c. following the procedures in place Housekeeping Services 34  5. Presentation standards of the venue are met a. furniture /fittings /amenities are always place in the same way in each room b. high standard of hygiene, no trace of previous guest stayed in room Housekeeping Services 35 SOP - Guestroom Cleaning 1. Park the trolley near the guestroom door. 2. Ring door bell once, announce “Housekeeping”, (wait for 10 seconds) Ring door bell again and announced “Housekeeping” before opening the room door slowly. If the guest is in, greet the guest with a smile “good morning sir /madam, may I service the room?” If there is no guest in the room, open the door and leave it opened while cleaning the room. 3. Insert card key to switch on the lights. 4. Place the hand caddy on the bathroom floor. 5. Open the curtains. This helps you see all surfaces to be cleaned. 6. Check minibar for any consumption. Report to Housekeeping. 7. Check for any lost and found items in drawers, on or under the bed. 8. Collect and remove all rubbish. (from bedroom & bathroom) 9. Remove any room service trays or trolleys and place in corridor. 10. Place all used glassware, crockery and cutlery belonging to room, soak in sink of hot water. 11. Spray chemical in toilet bowl, scrub and soak. 12. Collect any soiled towels (bedroom and bathroom) and remove it. 13. Strip the bed. 14. Make the bed. 15. Wipe and dust all furniture and fittings surfaces in the bedroom in a top down, clockwise direction. 16. While dusting, check that room equipment is working by switching on/off and reposition. 17. Check room amenities and replace as required. (according to hotel’s standards and number of sleeping places in room) 18. Return all equipment and room facilities to correct position. 19. Shine mirrors. 20. Arrange curtains and drapes according. 21. Vacuum the carpeted floors. 22. Clean the bathroom. Housekeeping Services 36 SOP – Bathroom Cleaning 1. Wash all crockery, cutlery and glassware in the hand basin. Dry with a clean cloth. 2. Wash and dry the hand basin and vanity top. 3. Wash and dry the bathtub and shower screen. 4. Wash and dry the toilet bowl and surrounds. 5. Wipe and dust the bathroom walls and fittings in a clockwise direction. 6. Shine mirrors. 7. Replace all amenities, towels, toilet paper, tissues. 8. Wash down and dry the bathroom floor. 9. Ensure guest belongings are neatly arranged. 10. Return all cleaning equipment and chemicals to your trolley. 11. Check work done and make sure no chemicals or cleaning cloths are left behind. 12. Spray air freshener. 13. Leave the bathroom door ajar. 14. Inspect the room a final time to make sure nothing has been overlooked or any cleaning items left behind 15. Switch off all lights at the door and lock the door behind you. 16. Fill up the Daily Room Attendant Report. Why is there a need to service: a) bed room first before bathroom? b) from top to bottom? Housekeeping Services 37 SOP – Bed Making (Using 2 Bed Sheets, Duvet and Duvet Cover) 1. Fit each pillow into a pillow case. 2. Place the mattress protector on the bed securing all four corners. a) Smooth out all the wrinkles and creases. b) Place the bottom sheet on the bed with the edge seams down. c) Centre the sheet in the middle of the bed. d) Use the middle of the sheet as a guide. 3. Mitre the bottom sheet starting at the corner nearest to you. To mitre a corner you: a) tuck the sheet, along the foot or head of the mattress; b) lift a flap of sheet from a point along the side, roughly 30 cm from the corner; c) tuck in the remaining portion of the sheet; drop the flap and tuck it in. 4. Work around the bed to mitre all four corners of the bottom sheet. Smooth out all creases. 5. Spread the duvet cover on the bed. a) Insert duvet into duvet cover. b) Hold on to the top two corners of the duvet, slip the duvet from the bottom end c) Hold on to both and spread them out. Spread the duvet neatly over bed sheet. 6. Fold the top end of duvet. (slightly under pillows, when placed) 7. Place the bedspread on the bed. a) Lay pillows on the bedspread near headboard. b) Tuck pillows neatly in bedspread. c) The open side of the pillow should be facing away from the bedroom door, or towards the wall on a single bed and both open sides towards the middle on a double bed. Housekeeping Services 38 SOP – Bed Making (Using Three Bed Sheets, Blanket, Bed Spread) 1. Fit each pillow into a pillow case. 2. Place the mattress protector on the bed securing all four corners. 3. Place the first bed sheet (smooth surface facing up), mitre the bed sheet starting at corners at foot of the bed. 4. Place the second bed sheet (smooth surface facing down). 5. Spread the blanket on the bed; ensure it is centralized on the second bed sheet. 6. Place the third bed sheet on blanket (smooth side facing up). 7. Work around the bed to mitre all four corners. Smooth out all creases. 8. Fold the top end of bed sheets/blanket (slightly under pillows, when placed). 9. Place the bed spread, with pillows folded in neatly. SOP – Night Turn Down Provide in the early evening by luxurious hotel. This is the preparing of the bed and tidy up of the room in readiness for the guest to go to sleep. 1. Always park the trolley near the guestroom door. 2. Ring door bell once, announce “Housekeeping”, (wait for 10 seconds) Ring door bell again and announced “Housekeeping” before opening the room door slowly. If the guest is in, greet the guest with a smile “good evening sir /madam, may I turn down the room?” If there is no guest in the room, open the door and leave it opened while cleaning the room. 3. Insert card key to switch on the lights. 4. Remove any room service trays or trolleys. 5. Empty and clean ashtrays 6. Empty waste bins. 7. Wash up used glasses, crockery or cutleries. 8. Tidy bathroom and replenish toilet amenities and towels. 9. Turn down bed to be used. (single occupancy - turn down 1 bed in twin bedded room - 1 side of king bed in king bedded room) (double occupancy - turn down both beds in twin bedded room - both sides of a king bed in king bedded room) 10. Remove show pillows and store in designated location. 11. Turn down side of bed nearest to entrance of room. 12. On the side to be opened hold the duvet and duvet cover; make a neat fold at 45 degree triangle. 13. Place a chocolate on the pillow for a single occupancy and 2 chocolates for double occupancy. 14. Place foot mat on turned-down side of bed with slippers on top. 15. Place TV guide with remote control on top of turned sheet. 16. Place sleeping garment on bed if available. Housekeeping Services 39 17. Draw the day and night curtains. 18. Turn off all lights except the desk lamp and bedside lamp. 19. Remove card key and lock the door behind you. Remember If you come across linen items that are heavily soiled or contain faecal matter or vomit, place them in a separate bag. Do not put heavily soiled linen in with the general dirty linen as it will require special treatment prior to washing. It will also ensure your colleagues are not subject to hygiene risks or unpleasant experiences. 3.4 END OF SHIFT DUTIES Always replenish items and cleanup work tools for the next person. Cleaning will prolong the working life of the equipment and also enable you to spot maintenance requirements. Clean and Store Equipment 1. Clean and wipe all tools (caddy, vacuum, cloths etc.) a) Vacuum Cleaner - Bags are changed; hose not broken; plug and wire are in good working condition b) Brushes and brooms - Free from fluff, hair, and dust. - Wash brush working the bristles up and down in warm water cleaning solution, rinse with cold water and sunned. - Overturn to store; do not rest on their bristles. c) Mops - Wash in hot multi-purpose solution, overturn and air to dry. d) Caddy - Clean daily by rinsing inside out. Wipe dry. Replenish Room Amenities and Supplies 1. Top up the pantry items by requisites from housekeeping main store 2. Top up trolley items (towels, chemical, amenities) Returning to Housekeeping 1. Sign in Master key, deck phone 2. Submit Daily Room Attendant Report 3. Follow up on any room maintenance work or difficulties encountered Housekeeping Services 40 How would you respond to the following guest requests? 1. How to get to the coffeehouse? ________________________________________________________________ ________________________________________________________________ 2. How to get to the Singapore Zoological Garden? ________________________________________________________________ ________________________________________________________________ 3. Can I have extra set of towels, and amenities please? ________________________________________________________________ ________________________________________________________________ Read each of the following statements and tick True /False: NO. SCENARIOS TRUE FALSE 1 It is good to phone in to work if you are running late due to unforeseen or other circumstances. 2 Swearing is acceptable if guests are using the same language. 3 Staff must always be willing to assist guests who request help, even if, strictly speaking, it is not their job. 4 It is an appropriate gesture to offer sweets to guest’s children. 5 Bell desk has not delivered the Business Times that the guest ordered through you. It is okay as you have already conveyed the message. 6 The children from room1822 are making a lot of noise in the corridor. It is okay as guest is always right. Housekeeping Services 41