CHAPTER 3

FLOOR CARE, CLEANING AND MAINTENANCE

The condition of floors depends on how well they are cleaned and maintained. Without proper maintenance, floors will wear easily and will lose their beauty. Bigger expense is incurred when floors are made to undergo frequent repair or replacement.

Floors should not only look clean and shiny, but should also be in god condition – not broken, torn or damaged so as not to cause accidents. Cracks splinter and other problems should be repaired as soon as possible. Loose or defective floor tiles should be replaced.

Types of Floors Daily Maintenance

1. 2. Hard floors

a. Marble and cemented floors

b. Mixed – i.e., pebbles, crazy cut, etc.

Sweeping – daily

Damp mopping – as needed

Plain polishing – daily

Stripping and finishing – periodically

Brushing with a push brush

Wet mopping

3. 4. Vinyl/Resilient Floors Sweeping – daily

Damp mopping – as needed

Spray buffing and polishing – as needed

Vacuuming of corners – daily

5. 6. Wood and Parquet Sanding – initial application

Sweeping – daily

Spray buffing and polishing – as needed

Vacuuming of corners- daily

Dust mopping - daily

7. Carpet Vacuuming – daily

Shampooing – when heavily soiled

Extraction - when the soil has penetrated the inner

layers which can only be removed by way of extraction

Types of Floor Cleaning and Maintenance

Types of Floor Cleaning Equipment needed

1. Sweeping – removing dirt and trash from Floors using sweepers and dust pan.

Soft broom for fine surfaces like cemented floors, vinyl.Stick broom for hard surfaces like grounds, carpets sweeper for carpets.

2. Dust mopping- Dusting away dirt on floors using mops.

Dry mop with handle

3. Damp mopping- mopping the floor with lightly wet mop to clear the floor of dirt and soil.

Mop with handleMop must be squeezed tightly on the wringer to prevent drippingMop wringer

4. Spray buffing – spraying the floor with a buff finish to retouch it and to keep the gloss.

SprayerBuff finishSteel woolNylon pads

5. Plain polishing – retouching the shine of floors by polishing with a polisher.The floor does not need to undergo stripping and sealing.

Floor Polisher- machine for manual polishing.Use abaca foot pad; or coconut husk

6. Floor stripping – requires application of stripping solution.

Finishing solution Mop with handleMop wringer

7. Finishing floors – performed on floors that are stripped of old wax and dirt and sealed for protection. The finishing is accomplished through the application of wax or floor shine and polishing there after using a floor polisher

Paste/liquid waxFloor polisher

8. Extraction – is the process of extracting deeply embedded dirt and soil in carpets especially those in inner layers that can not be removed by shampooing

Carpet Extractor

9. Wet mopping – mopping the floor using highly wet (but not dripping) mop.

MopMop wringer

10. Shampooing – removal of embedded dirt and stains using carpet shampoo either manually or by the use of a machine. This process applies to carpets.

Push brushCarpet shampooPail of water

11. Vacuuming elimination of embedded dirt on floors using a vacuum cleaner

Ordinary vacuum cleaner orHydro-vac (wet and dry vacuum for wet and dry surfaces)

Cleaning and Maintenance of Resilient Floors

The most common of the resilient (or man-made) floors are linoleum, vinyl, asphalt and rubber tiles. They are man-made because, unlike wood and marble, they are manufactured out of elements produced by chemical processes. They are resilient because they are elastic and buoyant underfoot. Unlike wood and marble, they are also non-porous. These floors are usually used in utility areas such as the kitchen and the laundry room.

Among the resilient floors are:

1. Linoleum – a mixture of solidified linseed oil, gums and pigments, cord dust, laid on burlap, canvas or felt backing. It comes in attractive pattern- geometric, floral and abstract.

2. Vinyl – made of plastic (polyvinyl chloride compounds) and comes in cheer vinyl, roto-vinyl, vinyl asbestos tile and homogenous vinyl tile.

3. Asphalt tile – a mixture of asbestos fibers, resin and asphalt. Its colors extend through the tile. It is a hard floor, inexpensive yet attractive. Since it resists the chemical reaction

of alkaline moisture, it can be laid directly over concrete foundation slabs or basement floors.

4. Rubber tile – made of rubber, resin, fillers, pigments and curing agents which are mixed, formed into sheets and cured through a heated process. Originally, natural rubbers are used in making the tile. Today synthetic rubber is used.

Although lighter and quieter underfoot than the other types of floors, resilient floors easily warp unless given proper care and protection.

Care and Maintenance

1. Due to the residues that develop during the manufacturing process. New resilient floors should not be waxed immediately after installation. To prepare the floor for the initial polishing, it should be thoroughly scrubbed (often more than once).

2. For the care of resilient floors, an emulsion wax is recommended. First sweep the floor to remove dust and loose dirt from the floor. Then pour a small quantity of this emulsion wax on the floor and spread evenly with a clean cloth, abaca footpads, and a coconut husk or floor polisher.

3. To prevent damage while removing chewing gum, candle wax and tar from resilient floors, se an ice cube in a plastic bag and place it on the problem spot area to harden the gum. Then scrape the dirt with a dull-edged tool. Clean by rubbing with fine steel wool or nylon net dripped in detergent solution. Rinse, let dry and apply it with emulsion polish.

4. To remove black heel marks from floors without reducing the entire floor, rub the marks with fine steel wool or nylon net dipped in emulsion wax. Rub the area gently then buff. Spread the new wax over the cleaned area, blending edges, and let dry.

5. Excessive use of water or harsh cleaners cause tiles to loosen. Replace loose ties immediately. To prevent recurrence, use a mild cleaner and avoid flooding the floor with water when cleaning.

Care and Maintenance of Hard Floors

Hard Floors are so called because they are hard and not easily pierced. They are cold underfoot. The most common of these are marble and granolithic floors. They are usually used in the living and dining rooms, terraces and sometimes in the utility area.

Hard Floors include:

1. Marble comes from quarries in Rizal, Bulacan, Mindoro and Romblon. It comes in wide varieties of color, sheen, and patterns formed by veins or clouds.

2. Mixes come in granolithic, terrazzo, ceramic, and tile, terra cotta, brick, and concrete and pebble washout.

3. Terrazzo and Granolithic have basically the same composition as mixes; made out of marble chips and white cement, compressed and thick slab ground that is polished to very smooth finish.

4. Ceramic Tile is baked clay which comes unglazed or with high glaze.5. Terra Cotta is hard baked clay tile in reddish or red-yellow colors.6. Concrete is a mixture of sand and cement with gravel, broken stone and/or other similar

elements. The water allows the cement to bind the mass into the desired form.7. Pebble Washout is a mixture or river stones and cement. The color depends on the color

of the stones used in the mixture and the cement.

To clean and protect hard floors, here are some tips:

1. Protect hard floors from scratches, water-born stains, dirt and discoloration by selling them using floor sealers. Using ordinary wax on these floors without sealing them first will mar their beauty and durability.

2. Any spillage should be wiped off right away to avoid discoloration of floors. Coffee, citrus, fruit juices or alcohol that is spilled on unsealed hard floors will cause serious discoloration and dullness unless the spillage is wiped off right away. There are times when the surface gets stained even if the spilage is already wiped with damp cloth. This can be avoided if the floors are protected with a sealer.

There are especially formulated thick liquid wax that is both a sealer and a finish like Complete of SC Johnson) specifically designed for hard floors like granolithic and marble. Such chemicals bring out the natural color and beauty of floors.

C. Wooden and Parquet Floors-comes from wood.

Initial Care:

1. Have the floor properly sanded.2. Vacuum clean.3. Fill or seal it with 3 coats of sealer the buff between applications.4. Apply solvent-based wax.

Daily:

1. Buff with heavy-powered machine to bring out its gloss2. Apply second coat of wax and then buff again.3. Use wax treated dust mop which should be changed often.4. Damp mop (only if necessary) with just a little a out of moisture.

Periodically:

1. Buff the floor with a steel wool or nylon pads.

2. Spot clean with damp mop and diluted solution of detergent.3. Rebuff. Apply light coat of wax if needed.4. When spills occur on wooden floors, wipe them immediately with a damp cloth or

a sponge. If the floor is spilled with milk, dip a cloth in a mild detergent solution and with that, wring out and wipe the spill. Wipe for the second time with slightly moist cloth to remove any soap film. Once floor is dried, apply wax.

5. Sometimes white spots may appear on wooden floors after waxing. This is usually caused by residues coming form unnoticed spills, especially those containing milk or sugar. When the spots appear, remove them by pouring a little amount of liquid wax on them. Rub them gently with very fine steel. Work carefully with the grain of the wood , and buff immediately with a clean cloth to make them look shiny.

6. Work with the grain whenever possible when applying liquid/paste wax.7. Buffing waxes need not be applied everyday as these waxes give floors long-

lasting protection. Apply only when floors look dull. Once a week or every two weeks or even once a month will do, especially when rarely used.

8. Apply waxes in areas that get heavy wear and become dull between waxing, such as those located near entrances and exits. Use solvent-based waxes. It is not always necessary to re-do the entire floor. The newly waxed potions will blend perfectly with adjacent areas.

9. Stubborn spots on wooden floors maybe removed during waxing or in between cleanings by rubbing them with fine steel wool dipped in liquid wax,

10. Alkaline stains on wooden floors appear when sudsy cleaning solutions are spilled and allowed to dry. To eliminate these dark spots.Do the following:

Remove all wax naphtha or kerosene; Thoroughly wash spotted area with vinegar , allow it to remain on spots for

three or four minutes; Wipe dry with a clean cloth. If repeated application of vinegar does not

remove spot, apply 4 percent oxalic acid solution. (1 tablespoon oxalic acid crystal in one cup water.

Allow it to stand 2-3 minutes or until spots disappear. Wipe with damp cloth. If the wood looks lighter after spots are removed, touch up with shellac or penetrating floor sealer. Re-wax after it gets thoroughly dry.

Cleaning and Maintenanceof Carpeted floors

Carpeted floors are made of fibers. They need special attention. Improper cleaning and treatment can destroy the fibers and turn it into a worn out carpet.

Carpets are to be cleaned daily with vacuum cleaner. If heavily soiled, shampooing is necessary using either manual method or through the use of a shampooing machine. However in

cases where the soil has deeply penetrated the carpet layers, shampooing may not be able to remove the soil underneath. If this is the case, extraction maybe necessary. Use a carpet extractor. Too frequent extraction is neither recommended in as much this can destroy the fibers.

Carpet Extractor – by extraction, the dirt or soil in the carpet is loosened and then extracted. It should be rinsed right after extraction. This process applies to all types of carpets and offers the following advantages:

1. It removes dirt right down to the base of the pile.2. Only small quantities of chemical residue are left, resulting in a low degree of

subsequent re-soiling.3. Small amount of residual moisture (about 10-20%) is left due to efficient vacuum

removal.4. Has short drying period.5. It is safe even for gentle carpets.

Dealing with Carpet Stains and Spills

When stains appear in carpets, try the following remedies:

1. Wipe out the spilled material as quickly as possible before they scatter and contaminate the rest of the carpets.

2. Remove soiled stains by scraping them with the dull side of a knife or scraper. Dip a sponge in cold water and use it to wipe away the stain. If the stain still remains, dip the sponge in a detergent-cleaner instead of water.

To prepare a detergent cleaner, add 1quart of warm water and one tablespoonful of white vinegar. Vinegar is a weak acid that neutralizes alkaline substances.

Available in the market are stain cleaners in spray cans which are used to remove spots from clothing. Directions indicated on containers of these cleaners must be religiously followed. This stain cleaner maybe used alone or as a follow up depending on the type of stain to be removed.

Three Types of Carpet Stains

1. GROUP A - (soft drinks, alcohol, candy, urine, excrement and starches) -sponge the spill lightly with cool water and wipe with sponge or tissue paper. For stubborn stains, sponge a detergent solution, rinse with clean water, blot dry with paper towels; and then completely dry, and brush up the affected areas.

2. GROUP B – (ink, face creams, butter and other oily or greasy substances)

-remove or blot away the spilled substance,

3. GROUP C – (Stains in this group are a combination of A and B and includes shoe polish, coffee, vomit, blood and crayon).

-Blot up or scrape the spilled substance. Then sponge the detergent solution. If stains remain after the area is dry use cleaning fluid

FLOOR CLEANING PROCESS

Stripping is the elimination of embedded dirt, oil

And old layers of floor finish and sealer. The process

Completely cleans and prepares floors for the application

Of new coats, floor sealer or floors finish (wax). Floor

Stripping products are used for this purpose.

Sealing smoothens rough surfaces, scratches and other

Types of floor abuse thereby enhancing their appearance.

Floor sealer-chemical on the floors alsoprotects the

surfaces and acts as bond between the floor sealer and the

finish (wax).

Sealing floors require an application of a sealing solution

Which protects the glazes of the tiles, makes the floor look

better, cling together and last longer.

Floor is finished with the application of coats of wax to

Makeitappear glossy and appealing to the eyes.

When coated with wax,

The floor is better protected from damage and stains.

A good finishalso prolongs the life of the floors.

For a quality maintenance the floor must be retouched and

Buffed to remove embedded dirt and heel marks. Buffing

With chemicals like snap back of SC Johnson is a simple

Process of squirting and polishing, retouching the floor and

Restoring the newly finished look. Buffingnot only cleans

1

STRIPPING

2

SEALING

3

FINISHING

4

MAINTAINING

The floor but also prevents dirt from penetrating and

Stickling to the finish. Repeated buffing keeps the shine

Until the next stripping and finishing the job becomes

Absolutely necessary.Part of floor maintenance is the

Removal of tucked-in dirt through the use of the cleaners.

Some cleaners are also used as disinfectants and for

Removing malodorous compounds.Working from the edge

Toward the center to avoid spreading the spill.

For scraping,Use a spoon or the dull side of a knife.

Sponge the affected area with cleaning fluid and brush off

.

Removing Spots on Carpets

Source ofSpots/Stains

Solution

Sugar and starch

Wipe spot with a cloth or sponge; rinse with clear water. Use dry cleaning fluid or absorbent powder cleaner.

Milk Sponge with solution of water and detergent, then with clear water.

Ink If spot is caused by washable ink, used damp, absorbent cloth. If it comes from ball point of mark, use dry-cleaning fluid.

Pet spots Sponge urine spot thoroughly with clear water then blot quickly. Go over spot and apply solution of water and detergent, then wipe off with cloth dampened with clear water, blotting up excess. If spot has dried, saturate it with solution of ½ -cup vinegar to a cup of warm water and let it stand for a few minutes. Blot and repeat treatment until the discoloration disappears. They dry carpet as quickly as possible.

Wax If the wax has dried, use stiff bristle brush to remove solid matter. On spots caused by paste or liquid wax or furniture wax use dry-cleaning fluid. If stains remain, rub with warm soapy water or foam-type rug cleaner. Spot from self-polishing floor wax should be cleaned with warm water and detergent necessary, follow with foam-type or dry cleaning fluid, or both.

Cigarette burns

If burns appear on the surface of the rug, use a sharp scissor to snip away blackened of tuft. Sponge with a solution of wax and detergent, then sponge again with clear water for severely burnt spots, consult a professional carpet repair service.

STRIPPING/WET SCRUBBING PROCEDURES

MATERIALS NEEDED

Mop Mop wringer

Hand gloves floor stripper or

Polisher wax remover

Steps Procedures PurposeAdditional information

1. Clear the area of dirt and spots.

Sweep the floor thoroughly.

Remove sticky deposits or material with a putty knife.

So that the dirt/soil with not be absorbed by the stripping solution

2. Prepare the stripping solution, then dip the mop on the solution. And wring/squeeze it tightly.

Mix 2 gallons of floor stripper to 10-12 gallons of water in a bucket.

Dilution with depend on degree of soil. Heavy soil needs higher dilution.

3. Place a caution sign:“wet floor, watch your step”.

Place the sign in the working area.

To avoid accidents caused by slips on the floor.

4. Soften the old film. Spread the solution on the floor with a mop and let it work for 5-10 minutes.

Once the film is softened, stripping becomes easier to accomplish.

5. Scrub thoroughly Use a floor machine with an abrasive pad or brush.

This will make the floor shiny.

6. Pickup the softened and suspended film dirt and soil.

Use a mop or wet-dry vacuum.

7. Rinse thoroughly. Remove all cleaning solution, using a clean mop.

Make sure the coats are even. Re

8. Let the floor dry Once dried, the floor is now

completely. ready for the application of wax or floor finish.

9. Recoat when necessary.

FINISHING FLOORS- To finish floors means completing the process of floor cleaning through wax application only after it has been stripped of old sealers and wax and after it has been sealed with a sealing solution.

Materials Needed: Mop, mop wringer, finishing solution

1. Dip the clean mop into the bucket containing the finishing solution and wring it as tightly as possible through the mop wringer/squeezer.

2. For non-buffable finishes (not fit for spray buffing), dip the mop in the bucket of finishing Chemical and then damp-mop the floor very lightly. Mop should be full but not dripping. For floors fit for buffable finish, mop should be wringing almost dry to make a thin coat.

3. Start applying the finish in a corner of the room opposite the door or work towards the door coat the edges of an area small enough to be covered easily before the finish begins to dry.

4. Partition the area to be mopped and do mopping part by part. Re-wet the mop with a floor finish to make sure chemical is applied evenly.

5. Continue to apply the finish covering each area before the adjoining area is dry. To make a smooth even application, make sure all pores are properly filled to lasting protection.

6. Allow at least one-hour drying time.7. If necessary, apply another coat of finish, only after the first coat is thoroughly dry.8. To avoid contaminating the remaining contents, never return leftover finish to the product

container.

Spray Buffing

This is designed to retouch the gloss of the floor. Use it only in areas that have become dull and have lost its glossy appearance.

1. Sweep the floor with dust mop and remove sticky deposits with a putty knife or any appropriate scraper. It should not be sharp so as not to cause damage.

2. For maximum ease or application, clean and restore the gloss of the floor using polisher and a spray gun puff finish.

3. Start at the far end corner of the surface and work backwards, maneuvering the machine from left to right with over-lapping strokes, covering the entire surface.

4. A corridor maybe done in a single left to right stroke.5. If the surface is big, working in “lanes” is advised.

FLOOR POLISHING PROCEDURES

Cleaning equipment and materials needed

*Floor polisher *Polishing or scrubbing

*Polish pad *Steel wool

*Wax *Mop

*Soft broom and dust pan *Hand gloves

StepsAdditional information

Procedures Purpose

1.install a cautionsign labeled “caution wet floor”

Place it in such a way that it can be easily seen.

This is a warning signal designed to prevent slips and accidents arising from wet and slippery floors,

2. Dip or dry-clean the floor. Roll steel wool on the polishing pad. Insert or attach it to the brush.

To remove scratches and dirt that has penetrated the floors.

3.Damp mop Start at the corner and mop when the floor is a little bit wet.

Start at the corner to make sure that no portion is missed out. Mop when wet so that dirt dust and loose soil can be easily absorbed

4.Apply the wax on the floor. Pour wax directly to mop and start applying evenly to the floor. Let the wax stand for 10-15 minutes.

There should be sufficient time for the wax to dry up before polishing to get better results.

5.Polish the area Preferably use a polishing pad.If the wax on the floor surface is too thick, floor should be wet-scrubbed.

To polish the floor evenly and to make it more shiny and presentable.

6.Sweep the area Used the soft broom and dust pan moving from one corner to the other.

To pick up the remaining dirt and dust that has loosened on the floor surface.

Note: if the floor has been previously applied with a wax, retouch the shine by plain polishing by plain polishing-that is directly polishing the floor with a polishing pad or floor polisher. Then collect the dust using a dust pan.

General cleaning of Vinyl Floors

1. Sweep the floor using a soft broom to remove dirt and liters.2. Remove sticky substance with a putty knife.3. Mop messy deposits and rinse thoroughly.4. Damp mop of the floor to remove stubborn dirt. Mop with all purpose detergents.5. Rinse thoroughly with plain water.6. Place “Wet Floor “sign on these areas until dry.

Carpet Shampooing and Spot Removal

Equipment and Supplies Needed

Vacuum cleaner *Pail and dustpan Shampooing machine *Stain remover Solution Push brush or hand brush (if manual) *Rags, broom Caution sign

Steps Procedures Purposeadditional information

1. Prepare all times above materials.

Get the supplies from the stockroom.

When everything that is needed is ready and available, cleaning job becomes easier and faster.

2. Sweep the area to be cleaned.

Use a stick broom and a dustpan.

This helps to clear the area of foreign and pointed objects like pins, etc. That can damage the vacuum cleaner.

3. Vacuum the carpet thoroughly.

Using a vacuum cleaner, start from one corner to the rest, moving towards edges and

Vacuuming is necessary before the shampooing to remove soiled particles that

corners. have penetrated the carpet4. Apply the stain

remover solution on a stained area (if there is one)

Shake the can very well.

Apply the solution directly unto the stained areas using a hand brush.

See procedures for spot removal on carpets.

Stain should be removed before the carpet undergoes shampooing.

Do not spread the stains. wash spot from the outside to the center avoid spreading the stain.

Maintaining Floors- Daily Routine

1. Sweep the floor with a broom, dust mop, or treated cloth to remove loose dirt antilitter.2. Mix 1 part of cleaning solution with about 4 parts water. Use a higher dilution if the area

will be disinfected.3. Spread the cleaning solution over the floor with a mop, using a wet but not dripping mop.

Let the solution penetrate on floors for about 2 minutes. For better results, use hot water for diluting.

4. Spray –buff regularly with buffing chemicals. Spray 2-3 squirts on the floor, then buff immediately to restore the shine.

5. Sweep the floor with a broom or collect dust using a vacuum cleaner.6. Damp- mops the floor regularly with a cleaning agent.

Keeping Floors Safe

1. Never leave spots and stains unattended. Blot them out immediately before they spread and damage the floors.

2. Always have door mats available especially during rainy season. The mat helps to minimize and dirt that could be brought inside the house/building.

3. Clear floors of objects that serve as obstruction and source of slips, fails or injuries. Among them are toys, coins, rubber band, paper clips, her pins and other similar objects.

4. Throw rags should be anchored down. A rubberpad or a piece of rubber sheet will do. Or apply a rubber coating or double- faced adhesive tape, made especially for the job, to the back of rugs.

5. Arrange the furniture in each room in such a manner as to leave sufficient space for traffic areas. This is especially important in bedrooms where there should be straight, clear and lighted path from the bed to the door.

6. Never use oiled or chemically treated mop for cleaning floors. On floors waxed with solvent-base wax, the oil and chemicals can soften the wax, making it smeary and a potential hazard. When self-polishing polisher is used, cleaning with treated mop may leave sticky smeary, dust catching film.

CHAPTER 4

GUSTROOM CLEANING CARE AND MAINTENANCE

Guestrooms are serviced by designated room attendant, room boys or chambermaid. In big hotels and lodging, houses, room’s maintenance is handled by one separate section, the Rooms Maintenance Unit headed by the Rooms keeping Manager. On every gust floor, are or station, a Floor or area Supervisor is assigned to supervise the cleaning and the over-all maintenance of the guestrooms as well as hallways and service areas.

Guestrooms are serviced twice a day – morning and late afternoon up to evening.

Room attendants who report for the first shift perform the room make up and installation of room amenities. They also attend to service request of guests. Those on second shift receive endorsement from the morning shift before performing the night service. The night service usually includes turndown of beds, make-up of the bedroom and bathroom, refill of thermo jug with water and other guest services.

NATURE AND SCOPE OF ROOM’S MAINTENANCE

Guestrooms are serviced and maintenance through the ff. service

1. Maintenance and order cleanliness in all guest rooms, to include

a. Regular cleaning of guest rooms b. Orderly arrangement of fixtures and guestrooms amenities c. Installation and replenishment of guestroom supplies and amenities d. Continuous checking of the condition of guest rooms and facilities and taking

corrective action

2. Safekeeping of lost and found items

3. Coordination with other swections on matters involving guestroom maintenance and servicing of guests needs, complaints and concerns. i.e,

Out of order rooms Processing of guest laundry Lost items Safety and security matters Additional requirements Other matter

4. Provision for other services to house guest like ;

Baby sitting Request for seamstress Extra beds, linen, towel, pillow Provision of facilities like hair dryer, adaptors, transformers Shoe shine service

The hotel must specify which items can be lent out to guests free of charge and which ones are subject to charge and low much.

These items must be accompanied by acknowledgement receipt, signed- acknowledged by the guest upon receiving said items. If said items get lost automatic charges shall be billed to the account of guest.

5. Attending to other guest needs and concerns

CLASIFICATION OF GUEST ROOMS

A. According to Number of Beds.

1. Single Room is a room with a single bed, good for one person.

2. Twin Room is a room with two twin, or two single beds, good for two persons.

3. Double Room has a double and can be occupied by one or two persons.

4. Double-double room has two double beds or 2 queen beds, occupied by two or more persons. It is sometimes called TWIN DOUBLE.

5. Triple room is occupied by three people, may have 3 single beds or 1 doubled bed and a roll away bed or 2 single beds plus a roll away bed.

6. Family Room has at least 1 double bed, plus additional single and or/ or sofa bed, designed to accommodate one small family.

B. According to price, layout and facilities.

1. Economy room is designed for an economical rate, usually short of some standard facilities like air conditioner, television and other amenities.

2. Standard room is sold and moderate, equipped with standard facilities and amenities like aircon, private toilet and bath, toiletries, television bed, nite table, coffee table and other basic amenities.

3. Deluxe room is more luxurious and spacious, with amenities of superior quality, sold at a much higher price than the standard room. All standard amenities are installed but they are of the more expensive and superior brand. The interior is also more elegant. Additional luxury amenities are also set up, i.e. bath robe, slippers, VCD, mini ref, mini bar recliner coffee set and many others.

4. Studio room has studio bed or a couch which can be converted into a bed. It may also called an executive room. It is likewise equipped with luxury amenities. Some are equipped with some basic kitchen facility like microwave, set of china wares and flat wares.

5. Connecting rooms consist of two or more rooms with entrance doors from the outside door between them. Guests can enter the adjoining bedroom without going out of their room.

6. Suite room has a parlor or living room connected to one or more full sized bedrooms. It is equipped with luxury amenities and is sold at a higher price than standard rooms. It is usually equipped with a bath tub.

Types of Suites

1. Junior suite is a room with a bed and a sitting area (usually a small lounge); there may be a small, separated bed, connected to the living room or parlor. It is also called a mini suite.

2. Penthouse suite is usually located on the top floor of the property.

3. Executive suite is designed with a top executive, with facilities and amenities of superior quality.

4. Hospitality suite is used for entertaining visitors; serving a function room or a parlor.

Types of Beds

1. Single bed a bed approximately 36 ‘’ by 75 ‘’ in size.

2. Double bed a bed that accommodate a couple or two individuals. It is approximately 54’’ by 75’’ in size.

3. Queen bed is an extra-long, extra wide bed, about 60’’ by 80’’ in size.

4. King beds an extra-long, extra wide bed, with a width 78’’ and length of 80’’.

5. Roll away bed a portable bed, usually installed for an extra person in the room.

6. Pull out bed abed that is inserted into a bed and pulled out when used. It is advisable for small rooms as it is space saving.

Sofa bed couch that is convertible into a bed.

Room status

OCC OCCUPIED Occupied by a paying guest

VR VACANT READY Vacant room, already made up and ready for occupancy has been checked by supervisor

VD VACANT DIRTY Vacated but not ready for occupancy; since it is still dirty or still being made up. It is also termed as ON-CHANGE.

OOO OUT OF ORDER ROOM Room is under renovation or not fit occupancy since it requires maintenance work or repair

BLO BLOCKED Reserve for a guest who is expected to arrive within the day

NS NO SHOW Room is reserved but not use or the

reservation has been canceledSO SLEPT OUT Guest is assigned a room but did not

sleep on his bedDuring room check, the room’s supervisor checks the status of each room using the following code prepares the room status report and endorse it to the Front Desk as their reference in assigning rooms. Without this report there is a possibility of double booking or assigning out of order or dirty rooms to guest

Terminology Used to Describe Various Type of Guest

1. Very important person (VIP) refers to a well renowned guest like a high ranking official or executive who warrant a special treatment and handling.

2. Very, Very important person (VVIP) is a highly renowned person who deserves extra special treatment. Example: dignitaries, ambassadors, etc.

3. Free independent traveler or foreign individual touristrefers to a tourist or a traveler who is traveling alone or is not with any tour group.

4. Joineris a person joining another guest in the same room

List room amenities in commercial hotels,resort and lodging houses

Those with * are standard amenities for all commercial lodging houses

Items Location PURPOSEA. Bedroom Amenities1. DND (Do Not Disturb) Door Knob For The Guest To Signal That

He Does Not Want To Disturbed.

2. Make Up Sign Door Knob For The Guest To Request For Cleaning

3. Closet With Atleast 6 Hangers

Inside Bedroom For Hanging Clothes

4. Beds Single Bed 36”X75”Double Bed 54”X 75”Queen Bed 60”X 80”King Bed78”X80”

Inside Bedroom For Sleeping

5. Bed LinenA. Bed Skirting Encased Into The Box Spring To Cover The Box SpringB. Bed Pad Encased Right On Top Of The

MattressTo Protect The Mattreess From Getting Stained

C. Bed Sheet On Top Of The Bed Pad 2 Bed Sheeet Per Bed For Regular Guest 3 For Vip

To Cover The Bed And To Insure The Guest Comfort

D. Bed Cover On Top Of The Finished Bed To Protect The Linen From Dirt And To Make The Bed More Presentable

E. Pillow With A Pillow Slip And Pillow Case One Per

Top Of The Bed In Front Of The Hesd Board

For Guest Comfort

Occupant 2 For Double And Matrimonial Beds

6. Shoehorn And Shoe Cloth

Inside The Closet Cloths Is For Polishing The Shoes, Horn For Fitting Shoes

7. Luggage Rack Between The Closet And Dresser

For Placing Guest Luggage

8. Dresser Table With Vanity Mirror And Dresser Lamp

Inside The Bedroom

9. Tv Set Top Of The Dresser Table For Guest Entertainment And Relaxation

10. *Nite Table WithNite Lamp. On The Top Of The Table Is A Telephone, In House Telephone Directory, Room Service Menu ;Under Table Is A Safety And Security Booklet And Bible

In Between The 2 Beds Container For Telephone And Other Amenities

10. guest folder On top of dresser table Is used for standard room compendium for vip and de luxe / suite rooms

11. Dessser chair Under the dresser12. Coffee table and easy

chair astray and match on top of the table

In between 2 easy chair To ser as working table and for serving coffee and room service orders

13. Floor lamp Back of the coffee table Serve to light the room14. Service tray with

thermo jug filled with cold waiter;2 covered glasses

Top of the dresser table

15. Side table On the side of the double beds Used only when double bed is used

16. Room service menu Drawer of the nite table Reference in placing room service order

17. Directory for hotel service

Top of the table or inside in the compendium

Provide information on the available product in the hotel

18. House rules Usually posted at the back of the door entrance

To orient guest on house policies for occupants

19. Telephone with in house telephone directory

Top of the table Provides reference in case guest want assistance

20. Safety handbook containing safety tips during emergency

Drawer of top of the table Provide guidelines to the guest in case of an emergency

21. Fire exit directional exit

Posted at the back of the entrance door

To give direction for evacuation during fires

a. Bathroom amenities1. Bathroom linens

Bath towel 25”x 54”Hand towel 18”x 33”Face towel 13”x 13”2 towel per room for 1 set 1 towel per occupants)

Neatly folded in the towel rack

Use for bathing

2. Bath mat 20”x 30” To be hanged on the side of the bath tub

To protect guest from slips from the floor and also from cold floors

3. Hair shampoo and conditioner

Usually part of the amenity tray

For shampooing hair

4. Shower cap Also part of the amenity tray For daily shower5. Soap(must be sealed)

1 soap per occupantOn top of soap dish one in the laboratory and another one besides bathtub

6. Toilet tissue Rolled into the tissue dispenser inside the bathroom

For toilet use

7. Facial tissue Inside the dispencer if any For ficial use8. Garbage can,

underlined with plastic liner

One in the bathroom One inside the bedroom

For garbage disposal

9. Laundry bag Folded and neatly placed inside the drawer of of dresser

For placing items for laundry

10. Pressing Inside the drawer with the laundry

Contains price list for laundry and pressing

11. Morning kit Placed in the amenity tray For morning use12. Shaving kit contain

shaver and shaving cream

Placed in the amenity tray For morning use

13. Sanitary bag In the sanitary bag holder For wrapping sanitary napkin

Luxury amenities- for deluxe roomn

1. Bubble bath( if bath tub is installed)

Inside bathroom For use at the bath tub

2. Bath rope In a bathrobe tray Bathroom use3. slipper Inside closet4. sewing kit Together with laundry bag5. water heater with 2

cups and saucer teaspoon and sachet of coffee tea creamer and sugar

6. hand and body lotion and cologne

Inside basket of amenities in the bathroom

7. body scrub Beside bath tub or shower8. fruit basket Top of coffee table9. hair dryer bathroom

INSTALLATION AND SET UP OF ROOM AMENITIES

1. Installation DND/Make up Sign and Door Knob menu2. Room Amenities

Bed sheets Bed cover Dresser lamp or nite table lamp

Throw Pillow Hanger rack Clothes rackDresser with vanity mirror Cabinet Luggage rackBeds Matrimonial bed

Bunk bed Roll away bed

3. Bed room Set Up4. Bed linen Set Up5. Installation of Guest Closet6. Dresser Set up with Amenities7. Set up of nite table with Amenities8. Washroom Accessories

Towel Cabinet Sanitary napkin receptacle Hand dryerTowels in towel rack Liquid soap dispenserPaper tissue dispenser Bath tub for de luxe and suite roomsToilet tissue and paper towels Soap dishSignboards Shower curtain

9. Bathroom St Up (sample)10. Bath Towel Set Up11. Basket of Room Amenities

VARIOUS FORMS AND DOCUMENTS INSTALLED IN GUESTROOMS

1. “Where are you: - to be used by guest to indicate his whereabouts so that in case someone comes or calls to locate him, the Front Desk can locate him.

2. Customer Feedback Form – is designed as a tool for gathering guest comments and feedback on the room facilities and services so that the hotel can make the necessary improvements.

3. Acknowledgement Receipt – This form is designed as a control tool whereby the guest is made to acknowledge room supplies and mini bar items installed in his room. Without this form, the guest may deny the count or his consumption, giving room for argument and misunderstanding.

4. House Rules for Guests – This form provides policies and regulations that could minimize, if not eliminate abuses on the part of guests particularly on behavior that could create serious damage to property or disturb other guests.

5. Safety Instructions in Case of Fire – (this maybe n the form of a brochure)

PREPARATIONS FOR QUALITY ROOMSKEEPING

Prepare for the Job.

1. Be on time! Time in at the Bundy clock or timesheet (whichever is used).2. Come on to work clean and properly groomed-clean uniform, right shoes (well-

polished, hair neatly combed, etc.) Strictly comply with grooming standards.3. Get your daily assignments, schedule and side duties from your supervisor.4. Report for briefing.5. Get keys (if you are the room attendant).

Prepare the required tools, equipment and supplies.

1. Determined the tools and equipment needed including equipment, cleaning supplies and chemicals, forms etc.

2. Secure the needed tools, chemicals and supplies from their storage area and account for them.

3. Make requisition when supplies fall short of par stock.4. Load and arrange supplies in the trolley.

Set Priorities

1. Secure a room statusreport from your supervisor.

2. Prioritize rooms cleaning as follows.

First – check-Out roomsSecond – rooms with Make-up request of guestThird – Occupied rooms without request and without a Make-up signFourth – Vacant rooms that needs follow-up

For Supervisors:

1. Check the latest room status. Highlight rooms that must be prioritized.2. Get the print out of room night report then transfer it to the discrepancy report.3. Know all the expected check out for the day (to be highlighted)4. Distribute to room attendants their respected assignments including the room’sstatus

report so that they have a basis in prioritizing the room cleaning.5. Secure key or card (which is used).

Stocking and cleaning the rooms boy’s trolley

1. Clean and dust shelves and containers before placing the guestroom supplies inside the trolley.

2. Check for threads that might have twirled around the wheels. These threads will make it hard for the cart to be pulled, thereby causing injury.

3. Check the rubber bumper if they are worn out.4. Check the screw or sharp edge that could catch your clothing and could cause

cuts.5. Request for guestroom supplies like linen amenities, cleaning chemicals and

cleansing tools from your Supervisor.6. Stock the trolley with the requested supplies according to allocated par stock or

according to the number of guests.7. Label all the chemical sprayers to avoid mixing with other chemicals.8. Stock the cart by putting all the guestroom amenities on the top shelves.9. Folded bed sheets and towels should be filed in the second shelf of the cart.10. Put all the chemicals at the lower level of the shelves including the tools like

scouring pads, rags, spatula, etc.11. Vacuum cleaner, dust pan and soft broom are to be placed on one side of the room

boy’s cart (under the trash bag).12. Clean the soiled linen canvas and put plants under liner on the trash canvas.

ROOM CLEANING AND MAINTENANCE PROCEDURES

Conducting a Room Check

Every morning the floor/area supervisor performs routine room ;chexk in every guest room purspusely to check::

® If the rooms is still occupied;

® If the beds in the guest rooms were slept on;

® If there are unregistered joiners who occupied the room;

® If the guest is out and the guest room is ready for make up;

® If the guest is in good condition – neither sick nor high drugs, etc.

Room chech must be done with caution and tact. Some guest get very irrirtated when someone gets into their room, especially in the morning when they are still sleeping or just woke up from sleep.

Procedures for room check

1. Entering room.

Room with DND sign (stands for Do otDirturd)

® Look for DND sign on the door knob and do not knock if the sign is on.

® Call the guest through the phone in the afternoon. Once he/she responds, identify yourself and apologize for the distubance. Tell him/her that you just want to know if he/she wants her room to be serviced.

“ good afternoon Mr.?ms. This is _______ from housekeeping. Im sorry fordisturbing you. I just want to know if you want your room to be made up.”

® If the guest is not yet ready for the service, ask when he wants the service done. “would you like us to do make up later? At what time sir/ma’am?”

® Jot down the exact time of request. If it is beyond your duty hours, endorse the request to the next shift.

2. Rooms without a DND sign and no Guest inside:

® Knock twice gently on the door by using your knuckles or by activating the doorbell (whichever is used). Do not use your keys or sharp object when knocking. Announce “housekeeping”. If no one answee, knock again 3 times.Give allowance og few seconds in between knocks until the guest responds. If still no one answer, open the door gently and check for the stsatus of the room.® Record the actual status of the room in the housekeeper report. This is done every time the room attendant checks the room.® Submit one copy of the room statusreport to the front desk clerk for her to counter – check with the room status record.

3. If the guest is in his room and there is no DND sign, follow the following procedures.

® If the guest is inside the room but does not answer, open the door slowly and apologize for the disturbance.® Great the guest goodmorning, introduce your self and tell him/her your purpose.“goodmorningmr. guest, I’m the housekeeping supervisor doing a routine room check. I just to make sure you are okay and that everything is in order in your room”.® Ask the guest if she/he is ready for the make up of the room. If not, offer to come back later.

“would you like us to make up your room now?”If not ready say: “when dou you want the cleaning of your room?® If the guest appear to be irritated or disturbed, say: “ I’m sorry to dirturb you sir. Have a nice day. Please call us should you need any assistance”.The supervisor/room attendant should not insist on entering the room if the guest shows resentment or directly express tahat he/she does not want to be disturbed at all.® Descretely try to find out if there are unregistered joiners who slept with the registered occupant. This has to be reported to the front office and a bill for “extra person” shall be charged to the guest during thrchect out.® If no one answer in the room, the guest must have slept out and this should also be reported in the room status report.® During the room check out, the supervisor also check the status of reach room and indicates it in his room status report (see code on room status).

Room Make Up ProceduresSupplies/tools needed: Roomboy cart, equipped with amenities and supplies

Procedures Details

1. Place the empty cart in front of the room and knock

Activate doorbell or knock gently (giving 20 seconds interval between konock. If the guest is inside, edentifyyour self and ask permission for make up: “may i make up the room now?”

2. Empty all trash cans/basket. Empty them into the trash bag of the cart; wash

with soap, clean then wipe dry.3. Wash and wipe-dry drinking glasses.

Refill thermo jug.Rinse first then wash with soap and water; wipe dry linen wrap with glass bags; refill thermo jug with cold water.

4. Replenish soiled linen Strip off soiled items and replace them into the linen canvass of the cart: replace them with fresh ones.

5. Make up the bed Follow standard procedures for bed make up.6. Clean/vacuum the floor Vacuum the carpemt and upholstered furniture.

Follow the standard procedures for vacuuming. Shampoo if it is heavy soiled.

7. Dusts furniture and fixtures; polish the mirror.

Dust baseboards, wondow sills, racks, cabinets, study tables, lampshades; polish mirror and windows glass using cloth and a glass cleaner. Use metal polish for metal fixtures.

8. Replenish other guestroom supplies See list of standards ameneties. Place the right quantity in the appropriate location.

9. Make up the bathroom Follow standard procedures for bathroom make up.

10. Check overall condition of the room Check if there is anything left unattended; also the condition of amenities like TV, Bulb, and also if there are safety hazards.

NOTE: for check out room, clean the bathroom first. For occupied room, make uo the bed and clean the bathroom.

Making Up the Bed

Needed Supplies

SUPPLIES NUMBERS WHERE TO PLACE THEM

bed pad 1 on top of the mattress

1st bed sheet 2 on top of the bed pad

2nd bed sheet 1 on top of the first bed sheet

Blanket 1 on top of the 2nd bed sheet

Bad cover 1 on top of the finished bed

Pillow with slip one for single bed pillow is encased with a slip

and case 2 for double bed to be placed at the head of the bed

1. Lay down the bed pad on the bed.

Place it on top of the mattress, center it in and smooth it flat over the bed. Secure it by tucking-in the garter on the corner.

Bed pad is intended to protect the mattress from stains.

2. Lay down the first bed sheet

Place it evenly on top of the bed pad with the center down; tuck in the bed sheet under the mattress at the head and foot of the bed . miter all corners then tuck in the undersides of the sheet in such a way that the sheet tightly covers the mattress.

The bed pad sheet is intended to cover the bed pad. If tightly done, the sheet will not easily crumple.

3. Lay down the second bed sheet

Place it in such a way that the finished side of the hem is faced down at the head of the mattress.The sheet must be centered in such a way that the top of the sheet is pulled even with the headboard.

This is not only beautiful to look at but also designed for the guest convenience.

4. Lay down the blanket Put it on top of the second sheet about 6inches away from the edge of the mattress (head portion) .

This will make the bed appear neat and clean.

5. Lay down the bed For a more presentable

STEPS PROCEDURES PURPOSE ADDITIONAL INFORMATION

cover appearance; protect lonen from dirt.

Sample set up of room amenities used in one Tourist Inn

CHECKLIST OF ROOM FIXTURES AND AMENITIES

FIXTURES/AMENITIES

Standard Twin

Double Standard

Family Standard

Deluxe Family

Rm.

Suite

For 2 For 2 For 4 For 5 For 51.Single Bed 2 2 4 42.Double Bed 1 1 1 13.Bed Skirting 2 1 2 4 44.Bed Pad 2 1 4 5 55.Bed Sheet flat 4 2 8 15 156.Blanket 2 1 1 5 57.Bed Cover 2 1 1 1 18.Pillow 2 2 4 5 59.Pillow case 2 2 4 5 510.Nite table/lamp 1 1 1 1 111.Telephone 1 1 1 1 112.Hangers (inside closet) 4 4 8 10 1013.Memo Pad (inside compendium with ball pen)

None None None 1 1

14.Dresser table and chair

1 1 1 1 1

15.Waste basket/can 2 2 2 2 216.Room Service menu 1 1 1 1 117.Ashtray (top of dresser)

1 1 1 1 1

18.Mini Ref None None None 1 119.Sofa Set None None None 1 120.Drinking glass 2 4 2 5 521.Thermo jug 1 1 1 1 122.Guest folder/compendium

None None None 1 1

23.Stationary and 1 set 1 set 1 set 1 set 1

envelope Set24.Small tray for jug and glasses

1 1 1 1 1

25.Directory of hotel service

1 1 1 1 1

26.Tv set 1 1 1 1

1

27.Mini bar 1 1 1 1 set 1 set

28.Facial tissue None None

None

1 roll

1 roll

29.Guest comment card 1 1 1 1

1

FOR THE BATHROOM30.Toilet Tissue 1 1 1

1 1

31.Shower curtain 1 1 1 1

1

32.Soap in a soap dish 4 4 8 10

10

33.Bath Towel 2 2 4 5 534.Hand Towel None

None None 5 5

35.Bath mat 1 1 1 1 1

Make up of Check Out Rooms

This job should be executed immediately by the floor Supervisor and the assigned room boy once the room is vacated by the guest.

Materials needed: Room boys cart, equipped with amenities and supplies

1. Check for items left by guest

If there are any, surrender them to the housekeeping office and fill up the lost and found form.

Guest may return to claim the lost items.

2. Pull the curtains or blinds Pull through the pulley. This makes the room brighter and more visible during the make up.

3. adjust air con to desired temperature

Adjust to desired coolness through the thermostat control.

Room must already be cool once guest enters the room.

4. Remove soiled dishes used during room service.

Place them at the service station for pick up or bring them to the dishwashing area.

Leftovers and soiled dishes can cause pest infestation and foul odor.

5. Empty all ashtrays and waste basket.

Empty them into the trash bag of cart (if used), wash with soap and water, then wipe dry with dry cloth.Should there be any valuable thrown into the basket, pick it up and surrender it to the housekeeping supervisor.

Trash must be promptly eliminated since they can breed pest infestation and cause foul odor.Lost and found items are to be recorded In a lost and found form and in logbook (see form).

6. Wash and wipe dry drinking glasses.

Rinse first with hot water then wash with soap and water; wipe dry, then wrap a glass bags.

This is done to prevent bacterial contamination.

7. Clean thermos jug then refill with cold water.

Clean with water and soap by using brush, then refill with iced water.

This is to prevent bacterial contamination.

8. Strip the bed of soiled linens and pillow case and replace them.

Place soiled items into the linen canvass of the cart. Get fresh ones from the cart to replace the soiled once.

Soiled linen are to be replenished daily.

9. Make up the bed. Follow standard procedures for bed make up.

10. Vacuum or shampoo the carpet and upholstered furniture.

Vacuum if lightly soiled and shampoo if heavily soiled. Follow standard procedures for vacuum cleaning or shampooing.

11. Dust all furniture Includes baseboards window sills, mini-bar racks, bottles, wooden trays, etc.

Make sure that all dust and dirt are removed.Follow standard procedures in

For mirrors and window glass use cloth and polishing chemical.

dusting.

12. Polish mirror and all other metaled fixtures.

For metal fixtures like switch plate, door knobs, thermostat control, use metal polish.

Metal polish can remove tarnish and restores the shine and glow of metaled fixture.

13.Replenish all room supplies Install items following standard procedures for bathroom make-up.

Refer to standards of amenities installation.

14. Make up the bathroom Follow standard procedures for bathroom make up.

15. Fix curtains Close the light curtains completely. For the heavy ones, leave a distance of about 1 foot.

To prevent the sunrays from penetrating the rooms, thereby maintaining the room temperature.

16. Check the overall condition of the room, including installed fixtures and appliances.

17. Close the door.

See if the room is properly cleaned and made up and nothing is left unattended.Also check the working condition of TV, shower, etc.Check for safety hazards.Report any deficiency to your supervisor for her to make service request.

The room boy will ne answerable if there is any defect that is left un-attended due to his negligence in making a thorough inspection.

Executive a Turn Down or Night Service

This procedure is done late in the afternoon by the night service room boys.

Materials needed; Room boy’s cart, complete with stock of supplies and amenities

Steps Procedure Purpose1. Roll the room boy’s

cart complete with supplies towards the guest room.

Place the cart in front of the door.

Room make up becomes faster and more efficient when a cart is used for transporting supplies and amenities to the guest rooms.

2. Active the door bell or knock gently.

Give few seconds in between knocks or in activating the doorbell.

Loud, repeated sound can be irritating to house guest.

3. Hanging the makeup sign.

Hang it from the door knob. To warn all concerned that the room to house guests.

4. Turn-down the bed Remove the bed cover and place it inside the closet. Open the blanket and fold the right corner in triangular position as shown above.

To make it convenient for the guest to get inside the bed, without the hassle of unfolding the bed cover.

5. Draw the heavy curtains back.

Pull the curtain pulley(if any)

6. Refill the jug. Refill the jug with water and ice.

7. Remove room service tray if there is any.

Un-cleared leftovers can breed bacteria and foul odor inside the room.

8. Replenish the towels. Use fresh ones.

9. Check the garbage can. See if there is trash and empty it into the trash bag of the cart (if a cart is being used). If there is no cart, dispose them directly to designated disposal area.

Trash, especially left-over foods cause foul odor and breeds bacteria.

10. Empty and wash the ashtray.

Wipe with dry cloth. To make it look clean and presentable.

11. Wash soiled drinking glasses.

Wash them with soap and water and wipe dry with clean cloth.

12. Check the bathroom Change soiled towels with fresh cones

13. Turn off the lights but leave one lamp on

At least one lamp makes the room visible.

One lamp is enough to conserve energy

Inspecting a Vacant, Check Out Room

This task is performed by the Floor/Area Supervisor before the room is sold for occupancy.

Steps Procedures Purpose

1. Have pen and paper ready.

Place them in your clipboard or folder

For you to write your observation

2. Activate the doorbell or knock gently

Press the button (for door bell.)

This must be done before entering the room to check if there someone inside.

3. Proceed with the chain lock.

Hold it to check whether the installation is firm.

This locked is an added security measure.

4. Do the inspection clockwise or counter clockwise

Begin from the closet door to the luggage rack, then to the writing table, coffee table, and beds down to the bathroom.

Concentrate on one area of the room first before going to the other areas. Check the closet door if it is swinging, derailed, or has scratch marks.

Check the closet light it it is in work condition. Check the hangers and place all hooks in one direction.

Do it part by part so as not to miss any item. Any defect, no matter how minor can become a cause for complaint.

Find out if there is a need to change the bulb or if any repair is needed.

5. Check the shoehorn inside the closet (if available)

See if the hook hangs on shoehorn.

Make sure there are 2 pieces of shoe cloth inside.

6. Proceed to the luggage rack

Find out if there are dusts or scratches that need attention.

Check the drawers for any item left by the guest and if there is any, surrender it to the lost and found section

Check out the cleanliness of any picture frame hanging on the wall

7. Check the condition of the television set.

Switch it and tune to the diff. channels to check if it is in working condition. Remove all `dust on top of the TV. Should there be any defect, inform the supervisor who will make a request for repair.

Complaints on room amenities can be avoided when everything is checked before guest occupies the room.

8. Check the laundry paraphernalia.

Find out if the needed items like laundry bags and laundry list are available.

These items are used by the guest when making request for laundry.

9. Check the cleanliness of the writing table.

Check for dust and stains and do the dusting.

A dirty table is an eyesore. Check for dust and scratches.

10. Check the coffee table. Make sure that the table is equipped with an ashtray and a match. The match should be positioned against one side of the ashtray with the logo prominently showing.

Check whether the easy chairs are properly placed at the sides of the table. Also check whether magazines underneath the coffee table are properly set up.

11. Check the nite table, telephone, radio and alarm clock.

Make sure that all parts of the nite table, including the bulb, body, etc. are free from dust, check whether the bulb is in working condition, and equipped with the right wattage. Telephone should be disinfected with alcohol or Lysol.

Check if forms like memo pad, maintenance form, “where to find me”, etc. are installed. Check if the radio and the alarm clock are functioning properly.

Any defect or damaged should be immediately referred to the facilities maintenance section for corrective action.

12. Check the beds. Check whether the linen is fresh and properly installed.

13. Check the air-con Check whether air con is in

working condition

14. Check the Bathroom Check the mirror and marble Wall for dust and scratches.See if mirror are properlyCleaned or polished. Checkwhetherfixtures havewaterAnd soap marks.Check supplieslike towels and facial and toilet tissues,Toilet if they are complete or Need to be replenished.

Find out if there is anyDefect in tiles,walls,sinksAnd laboratory and indicateAny defect in the reportMake service request Immediately after the roomCheck.

Towels should be complete,Clean and properly foldedAnd installed in the towelRack.Switches,lights,water supplies(hot and cold) flashers,and shore should be check ifThey are functioning, properly.

Room are not supposedto be sold and occupancy unless until they are thoroughly check for cleanliness and safety and that the required amenities are properly installed and not defect.

15. Release or declareThe room vacantAnd ready for sale.

If everything is in order andAmenities are complete and Properly installed, then theRoom is declared vacant and ready for occupancy.

Room are not supposedto be sold and occupancy unless until they are thoroughly check for cleanliness and safety and that the required amenities are properly installed and not defect.

16. Make a room status report Indicate in the room status chart of the status of the room as “vacant ready” if everything is in order. If there is a defect, place ooo(out of order).

This report goes to the desk clerk to serve as guide in assigning rooms to the guest.

Night Service

Night service starts by late afternoon up to 6:00am the following day.

Before living ,the outgoing supervisor must endorse all an accomplished task and important instruction like pending service request to the incomingNight shift supervisor. This instruction must be logged down. When the incoming supervisor reports for duty, he must immediately check the logbook forinstructions. The key should also be properly indorsed following the key handling procedures.

Task of midnight service crew usually include:

. Follow up or completion of unfinished task by earlier shift

. Attending to guest request like installation of extra beds, etc.

. Preparation of reports

. Make up of check-up rooms

The night shift supervisor upon reporting shall accomplished the followingroutine task:

. Time-in at rooms keeping office attendant logbook

. Receive and acknowledge-sign master keys

. Check attendance, grooming and uniform of room boy

. Give instructions /reminders to room boy (R.E: pm shift endorsement)

. Attend to replenishment /set up of mini bars

. Accomplished of mini bar receipts

. Check actual status of room and update room status report

. Check cleanliness of rooms if they are in accordance with prescribed standards

. Check supplies if they are adequate or need to be replenished

. Check items needing maintenance or repairs.

. Accomplished service request to engineering office for defective items

. Follow up with engineering and an accomplished service requests

. Open room for guest and engineering staff

. Prepare supervisor‘s/maid report and in house guest rooming list

. Log down in the logbook unusual incidents/endorsements, etc.

. Attend to late check outs or make up requests

. Time out at in the attendance logbook after work

REPLENISHMENT and MAINTENANCE OF BED LINEN

Replenished of linen

1. All soiled linen items should be replaced with fresh ones.

. Bed sheets, pillow cases should be replace daily.

. Towels, Hand towels, wash cloth and bathmat should be replace daily If they are use by the guest.. Blankets and bed Covers should be immediately replaced once they are soiled.. All linen items use by sick guest should be replace daily whether soiled or not and Should be segregated (in a plastic bag) for the rest of the linen items.

2. Curtains should be replaced once soiled. 3. Request for additional linen items like pillows, blankets, etc. will be granted depending

on the availability of the item. Once delivered, it should be immediately logged down by the supervisor or room boy.

4. All linen items should be properly folded and installed in the right container or location.5. Shower curtains (if made of plastic) may not be replaced but should be washed and

cleaned daily during the room makeup. Is a diff. curtain material is used, wash and dry it at least once a week.\

6. New occupant shall be provided with a new set of linen even if the ones used by former occupant are still clean looking.

7. The number and quality of linen to be used shall depend on the price of the room. Deluxe and suit rooms require linen of higher quality.

Labeling and Turning of Mattress

As part of the preventive program of Housekeeping, mattresses are examined periodically too determined their age, condition and durability, likewise they are turned at least four times a year to prolong their life.

Procedure

1. Each mattress is marked with the purchase month and year before its installation in a guest room.

2. Each mattress is labeled at the top and bottom on both sides with the month in which it should be turned: January, April, July, October

Labeling by month is preferred to coding with numbers.

3. The housekkeping should inspect the mattress from the top or bottom of the bed. If it will be from the top, place the label as shown in Figure A. if it will be done from the bottom, label as shown in figure B.

4. When a mattress is turned by a housekeeping, she should also vacuum both mattress and box-spring thoroughly, check whether a repair or replacement is required and note down observations in a report. She should also turn the box spring from the left side to the right side to ensure even wear.

Selection and Care of Bed Linen

1. Bedspreads: Throw-over bedspread require less delicate material than fitted covers. Most materials that are suitable for curtains can be used for bed covers. In calculating the quantity required, the patternshould be taken into consideration.

Fitted bedcove4rs have a center panel which is the size of the bed surface an extra flapis added at the top of the cover so this portion can be folded to cover the pillow.

Choose bed sheet materials that are easy to wash. They should be grease resistant in as much as guests often sit or lie on the beds. Besides, hotels rarely change the bedspread.

A soft, loosen wovenfabric is not advisable for a bed cover since its shape easily gets distorted. A shiny satin type of fabric will be better.

The material should also be fire resistant, especially when there are people who smoke in their bedroom.

2. Bed pads

A bed pad acts as padding between the mattress and the sheet, giving the guest additional comfort, especially when the mattress is buttoned. It aslo serves as under blanket, giving the body additional warmth as it absorbs excessive body moisture. Bed pads also protect the mattress from any spillage or soiling. In modern hotels, a bed pad is flat, with quilted filling which can be laundered easily. Bed pads should be laundered regularly for high standards of appearance and hygiene.

HANDLING LOAS AND FOUND ITEMS

Operating Procedures

1. Any service personnel who finds any item left behind by guests in guestrooms and conference rooms shall bring the said item to the housekeeping office for safekeeping. Failure to do so is an offense and subject to discipline.

2. The office staff who receives the item/s shall:

Fill up the lost and found (L&F) receipt slip in triplicate

Wrap the item and attach the original copy of the L&F receipt slip.

Give the 2nd copy of the L&F receipt slip to the finder as he will present the slip upon claiming the unclaiming item to the guest.

File the 3rd copy of the L&F slip at the housekeeping department and records the recovered item in the lost and found logbook.

3. Lost and found items shall be kept in the designated safekeeping vault for:

a. 2 to 6 days if they are perishable food, fruits, chocolates, shampoo, etc.

The items can be released according to the discretion of housekeeping manager.

b. 6 months for non-valuable items like clothes, towels, bags, etc.

c. One (1) year for valuable items like jewelries, money, camera, etc.

The items can be released acording to the discretion of the manager.

The grace period may vary depending on the policy of the hotel.

4. Efforts have to ba taken to inform the possible owner of the lost item. In case of group bookings, the organizer shall be informed.

5. If thye items are not claimed after the grace period set for claiming said item, thye hotel management has the option to award it to the finder.

6. Upon endorsing the item/s, the finder shall sign in the lost and found logbook.

7. When a claimant appears to claim the item, the custodian of lost and found items must do the ff.:

Check the name and identify of the finder. Ask for proper identification, ie.ID

Ask him to describe his lost item and compare it with the one in the vault.

If the identity of the item and the guest is confirmed, surrender the lost item to the claiment.

Ask claimant to sign to acknowledge receipt of the item.

HANDLING OF ROOM KEYS

1. Keys to guestrooms must come in 4 sets – one set for the guest, one for the housekeeper, oe of the front desk and the last sent for duty manager.

2. Once a guest losses his/her room key, he/she is supposed to pay not only the cost of the key but also the amount of the new locket which will be used to repalce the old

one. For safety reasons, lockets in rooms with lost keys shall be repalced to prevent the possibility of a lost-key finder to have access to the room.

3. Locket of the lost key may be interchanged with another room lockset, if possible to another floor.

4. Keys to guestrooms are to be issued only to registered occupant. They should never be given to any unregistered joiner, relatives or friends of occupants, unless there is a written authorization from the registered guest.

5. Any request of guest to oen their room with the room boy’s key should not be entertained by any housekeeping staff. The request must be directed to the front office who will first check whether they are the registered occupant before allowing housekeeping to open their room.

Accomplishing productivity and consumption

Preparing and submitting productivity report is part of the routine tasks of room attendant. It shall be done at the end of their shift before making a time out in the Bundy clock sheet. Through this report, the supervisor can monitor room boy’s productivity and at time able to check rooms that have not been made up, deficiency in room amenities, laundry cost, actual consumption as compared to budget etc. so that proper action can be undertaken.

Introduction:

1. The supervisor assigns the rooms for each attendant and distributed the report after the morning briefing.

2. The report is attached to each attendant’s clipboard and placed on the top of the maid’s cart.

3. Upon entering the room attendant fills up the actual room status and the time he started cleaning.

4. After cleaning, the attendant fills up the final room status and the time he finished his task.

5. He shall also fill up the quantity of replenished linen and amenities of each room cleaned.6. If there are observations such as flat iron alcoholic beverages any damaged item inside

the room valuable left by the guests, these should be written under the remarks column.7. Endorsement to the next shift must also be written below the form,8. Attendant shall also fill up the total number of linen and amenities consumed for the day.

He shall also fill up the total quantity of rooms cleaned.9. The report should be submitted to the supervisor for review and filing.

ISSUANCE OF REQUESTED ITEMS LIKE ADAPTORS, etc.

As part of hotel services, the hotel may allow certain items to be lent to guest for their use while in the hotel. However anything that is issued should be recorder and acknowledge – signed by the guest so that in case the item is lost or not returned, the guest could be made accountable. The cost of the item shall be charge to his account in case of lost.

Procedures:1. In the form exhibit 4.3 write down the name of the guest his room number and the

date of issue. Check the item (whether adopter, remote controls etc.) ask guest to acknowledge and sign in the form.

2. Copy of the acknowledgment receipt is issued to the front office cashier who attaches it to the guest folder so that during check out the cashier can first verify if the said item has been returned. if not he shall remind the guest to return it, otherwise he will be charged for it.

MINIBAR IN GUESTROOMS SETS UP AND CONTROLThe housekeeping sections generate revenue through mini bar that are installed in guest room. However if there is no proper control losses can be overwhelming that the mini bar becomes more of a liability rather than an asset. This section provides some procedures and policies to control losses and to maintain the quality of mini bar stocks.

WHO IS REPONSIBLE FOR MINI BAR?

In large hotels where voluminous mini bar transaction are made daily. There is a need to have a sub-section in rooms keeping unit to handle mini bar. This section is supervised by the mini bar supervisor. The daily transactions are performed by a mini bar runner.

In smaller establishment with lesser volume of mini bar transaction, it may not be practical to have a separate mini bar section. Instead, minibar operative become part of the routine job of the rooms keeping section. And the routine task given to mini bar runners becomes part of the daily duties of roomboys. Whoever is responsible for mini bar operations should be equipped with the necessary tools like:

Mini bar cart with lock Forms for documentation and reporting Beeper radio or other faster means of communication with the front desk billing

purposes.

They should be given access to all room and room keys, space or access in housekeeping floor closet for the storage and pull out of mini bar they also need access to guest elevator when rushing after the billing of guest on check out.

Mini bar Boxes

Each mini bar attendant is provided a par stocks of mini bar supplies which are contained in a box. This is placed on the top of the maid’s cart. The said boxes are provided with padlock to prevent possible loss of the items. The mini bar attendant are provided with corresponding keys to the boxes. From this box, the attendant gets supplies to replenish used stock. In case of the storage of stocks a requisition is forwarded to the supervisor using a requisition form in triplicate. At the end of the shift the mini bar attendants are required to present their remaining sales vouchers to complete the par stocks needed for the following day.

Storage of Mini Bar stocks

In storing beverages, adequate space with shelves must be provided. In the case of spirits, Items are placed on a standing position arranged in accordance with their classification such as scotch, cognac, etc. wines however, should be stored in lying position so that the cork will not dry up. When corks dry up, the quality of wines suffer and usually become flat or spoiled. Wines and spirits should also be arranged according to classification.

INSTALLATION AND REPLENISHMENT OF MINI BAR

1. Mini Bar stocks shall b installed in all designated rooms before check in of guest. A specified par quantity is set up per room and the corresponding mini bar list is placed beside mini bar items to serve as billing reference.

Deluxe hotels have mini bar as part of the standard room set up for all rooms. In other hotels, mini bar is set up only in de luxe rooms and suites

2. Mini bar attendants replenish consumed mini bar stocks after recording the guest consumption in the consumption report. The consumed items that are not refilled shall be encircling to avoid unwarranted charges that called be a source of complaint.

While replenishing stocks, all items must be checked thoroughly to ensure the bottles are not empty and not tamperedBefore entering a room, active the doorbell ( if this is used ) or knock first and announce ‘’MINI BAR ‘’ . Knocks gently to avoid irritating sound. Give few second allowance in between knocks or activation of a door bell

3. If the guest ins inside the room, greet him and secure his permission to replenish his mini bar

‘’ good morning sir. I am from housekeeping .may I have your permission to check your mini bar and replenish the stocks.

4. If the guest is not around, proceed with the checking of mini bar consumption if the room is DND sign or has double lock, do not enter the room nor disturb the guest

5. Replace any item that is found defective or when the contents of the bottle have evaporated. Make sure this is recorder in the report.

REQUISITION AND ISSUANCE OF MINI BAR

Mini bar stocks are usually stored in the central storeroom unless the hotel opts to make a separate storage of min9i bar items. The requisition is therefore addressed to the cost control supervisor or stock clerk for the replenishment of stocks

1. After making a sales report, the mini bar supervisor or mini bar attendant shall initiate requisition to replenish sold stocks by accomplishing the mini bar requisition from ( EXHIBIT 4.4 ) to facilitate recording, the form must contain pre listing of stocks ( col 1 ) may also pre listed .

2. In the form , requisition party shall 2.1 indicate the par stocks column 4 \

The par stock is the quantity of Items to be maintained, based on the calculated requirement for all rooms assigned to the mini bar attendant

2.2 Indicate the solg/consumed stocks in column 5 2.3 Enter on hand balance in column 6

Write the order quantity in column 7calculated as:

Par stock – on hand ( entries in column 4-6)

3. The requisition is reviewed then approved-signed by the supervisor 4. The accomplished from shall be forwarded to the stock room were the mini bar stocks are

jept.5. The stock clerk upon receipt of the from shall issue the requested stocks. Indicates the

quantity issued in column 8 , then signs under ‘’ issued by ‘’ 6. The receiving mini bar runner shall counter check quantity and condition of issued then

sugns ‘’received by’’

Exhibit 4.4 ABC HOTEL

MINI BAR REQUISITION

1 2 3 4 5 6 7 8MINI-BAR ITEMS

SIZE/UNIT

UNIT COS

PAR STOCK

SOLD/CONSUMED

ON HAND

ORDER QTY

ISSUED QTY

REQUESTED BY : ___________________REVEIWED/APPROVED BY :_______________________

Issued by :_______________________ date:_____________________________7. Mini bar supervisor in turn issues a trolley of mini bar stocks to the mini bar runner, who

will acknowledge –sign receipt of the items in a separate

INVENTORY OF MINI BAR CONSUMPTION AND PREPARATION OF VOUCHERS1. Every day the mini bar runner/attendants together with the floor supervisor checks all the

rooms for any mii bar consumption of guest the quatity and cost of consumption in a sales (exhibit 4.5 )

Exhibit4.5 ABC HOTEL

MINI BAR SALES VOUCHER

Mini bar number. ______name of guest. ___________________date.___________time.__________Quantity

Mini bar items Selling price Total sales Remarks

TOTAL DUE

Repoeted by ._________________________ Acknowledge by .____________________ Mini bar runner Guest

2. The mini bar runner shall fill up the mini bar guest check or voucher with the items consumed in every room he shall indicate the room number name of guest and the time when the checking was done. Then he will indicate and sign his name. the guest shall be asked to acknowledge and sign the sales voucher if he is around.

3. Priority must be given to rooms of FIT’s (Foreign Individual Tourist who are due to check out the next day ( except those with DND or DL (double lock ) . checking is done are early as 9:00a.m to avoid late charges .

4. The front office cashier must ad advise the the mini bar attendant 5. In rooms that are occupied by guest who are due for check out within the day, the mini

bar attendant shall indicate ‘’due out’’ on the guest check or voucher to avoid double charging of guest. These are needed for verification of late charges so as to avoid possible disputes.

6. For airlines crewa. Mini bar runner will identify wake up, baggage down and check out time of the crew

or group through the rooming list or final arrangement sheet.b. The room attendant will knock and check consumption within 30 minute after

wakeup callc. If room is with “do not disturb” double lock sign, room attendant will report this to

his floor supervisor.d. Floor supervisor will call up the guest and ask permission to the mini-bar.

7. In the case of the guest on cash basis, some hotel make a policy to charge a deposit which is equivalent to the total amount of mini bar items inside his/her room upon check in. this amount shall be credited for the guest’s mini bar and other consumption if there are no mini bar charges. If the guest refused to pay the amount the front office cashier shall inform to the floor supervisor who will advise the mini bar attendant to pull out the mini bar in the room. Some hotels play safe by not installing mini bar when the guest in on cash basis. This policy is being done to avid unpaid mini bar consumption especially for “cash basis” guest who check out without passing through the front desk.

8. During early check out any time before 7 am. Wherein a mini bar attendant is not available, the bellman, floor security officer, and front office cashier maybe asked to do the billing in the following manner:a. Bellman will accomplish mini bar receipt and bring it to the front office cashier while

servicing a particular check out guest b. Floor security officer informs front offices cashier and duty manager of guest check

out, in case no bellman was called or available.c. Front office cashier should not stamp the errand card “paid” if the mini bar

consumption has not been cleared.9. When mini bar attendant is not available, the room boy or room attendant on the duty will

be responsible for possible check out charge.10. Front office cashier can politely check with the guest (about to check out) about his mini

bar consumption.

Preparing daily sales summary report1. The supervisor itemizes the sales of each mini bar item based on the triplicate

voucher against the balance of the pair stock of mini bar trolley, using the form at exhibit 4.6

2. The mini bar runner shall request the front office cashier to print a sales transaction list and edit the data.Note: the original copy and duplicate copy of sales voucher shall be forwarded to the front office cashier. Third copy shall be for file of housekeeping for counter checking the transaction list in order to see whether all the guest check were entered into the computer.

Exhibit 4.6 (the form contain partials list of item) *Daily mini bar consumption*Exhibit 4.7 * mini bar spoilage report*Exhibit 4.8 *mini bar losses and damages report*

Documentation of spoilage losses and breakage

Spoiled, lost and damages mini bar items should be properly recorded their appropriate form.1. Spoiled item are record in the spoilage form (Exhibit 4.6) indicating the item/s

spoiled, time and reason for spoilage. This should be counterchecked then signed by the floor supervisor who in turn will forward this to the cost control for education in the mini bar cost.

2. All lost and broken mini bar glasses such as champagne, old fashioned hi ball shall be reported by the mini bar runner in a losses and breakages form exhibit 4.8. The accomplished form shall be forwarded by the supervisor to cost control for inventory purposes.

Mini bar stock inventory

Within a given inventory period, usually one week, (perhaps to start Monday and end of Sunday) an inventory stock shall be undertaken to determined unaccounted losses. This is done in 2 ways. The first is through a physical inventory whereby the actual count of available stock is made. But this type of inventory can only indicate what is available and not what is lost or unaccounted for. Unaccounted losses can be only be traced by a perpetual inventory system whereby the actual count is compared to the expected count after deducting all the issues, damages. The difference between the actual and the expected count is the inventory variance which indicates unaccounted losses caused either by a thief or unposted transactions like issuance.

Inventory variance calls for alarm and must be investigated to avoid further losses. Mini bar attendant and their supervisor should be confronted and asked to explain the variance. They will be held accountable if the said variance cannot be justified.