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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 1. Hard floors a. Marble and cemented floors

Daily Maintenance Sweeping daily Damp mopping as needed Plain polishing daily Stripping and finishing periodically

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

Brushing with a push brush Wet mopping

2. Vinyl/Resilient Floors

Sweeping daily Damp mopping as needed Spray buffing and polishing as needed Vacuuming of corners daily Sanding initial application Sweeping daily Spray buffing and polishing as needed Vacuuming of corners- daily Dust mopping - daily

3. Wood and Parquet

4. 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 1. Sweeping removing dirt and trash from Floors using sweepers and dust pan. Equipment needed 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 Dry mop with handle using mops. 3. Damp mopping- mopping the floor with Mop with handle lightly wet mop to clear the floor of dirt and Mop must be squeezed tightly on the wringer to soil. prevent dripping Mop wringer 4. Spray buffing spraying the floor with a Sprayer buff finish to retouch it and to keep the gloss. Buff finish Steel wool Nylon pads 5. Plain polishing retouching the shine of Floor Polisher- machine for manual polishing. floors by polishing with a polisher. Use abaca foot pad; or coconut husk The floor does not need to undergo stripping and sealing. 6. Floor stripping requires application of Finishing solution stripping solution. Mop with handle Mop wringer

7. Finishing floors performed on floors that Paste/liquid wax are stripped of old wax and dirt and sealed for Floor polisher protection. The finishing is accomplished through the application of wax or floor shine and polishing there after using a floor polisher 8. Extraction is the process of extracting Carpet Extractor deeply embedded dirt and soil in carpets especially those in inner layers that can not be removed by shampooing 9. Wet mopping mopping the floor using Mop highly wet (but not dripping) mop. Mop wringer 10. Shampooing removal of embedded dirt and Push brush stains using carpet shampoo either manually Carpet shampoo or by the use of a machine. This process Pail of water applies to carpets. 11. Vacuuming elimination of embedded dirt on Ordinary vacuum cleaner or floors using a vacuum cleaner Hydro-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, rotovinyl, 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. 2. 3. 4. Have the floor properly sanded. Vacuum clean. Fill or seal it with 3 coats of sealer the buff between applications. Apply solvent-based wax.

Daily: 1. 2. 3. 4. Buff with heavy-powered machine to bring out its gloss Apply second coat of wax and then buff again. Use wax treated dust mop which should be changed often. 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 longlasting 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. 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

2.

FLOOR CLEANING PROCESS


1 STRIPPING

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.

2 SEALING

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

3 FINISHING

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.
4
MAINTAINING

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

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 of Solution Spots/Stains Sugar and Wipe spot with a cloth or sponge; rinse with clear water. Use dry cleaning fluid starch or absorbent powder cleaner. Milk Ink Pet spots Sponge with solution of water and detergent, then with clear water. If spot is caused by washable ink, used damp, absorbent cloth. If it comes from ball point of mark, use dry-cleaning fluid. 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 -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 selfpolishing floor wax should be cleaned with warm water and detergent necessary, follow with foam-type or dry cleaning fluid, or both. 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.

Cigarette burns

STRIPPING/WET SCRUBBING PROCEDURES MATERIALS NEEDED Mop Hand gloves Polisher Steps 1. Clear the area of dirt and spots. Mop wringer floor stripper or wax remover Procedures Purpose Additional information Sweep the floor thoroughly. So that the dirt/soil with not be absorbed by the stripping Remove sticky deposits or solution material with a putty knife. Mix 2 gallons of floor stripper Dilution with depend on to 10-12 gallons of water in a degree of soil. Heavy soil bucket. needs higher dilution.

2. Prepare the stripping solution, then dip the mop on the solution. And wring/squeeze it tightly. 3. Place a caution sign: Place the sign in the working wet floor, watch your area. step. 4. Soften the old film. Spread the solution on the floor with a mop and let it work for 5-10 minutes. 5. Scrub thoroughly Use a floor machine with an abrasive pad or brush. 6. Pickup the softened Use a mop or wet-dry vacuum. and suspended film dirt and soil. 7. Rinse thoroughly. Remove all cleaning solution, using a clean mop.

To avoid accidents caused by slips on the floor. Once the film is softened, stripping becomes easier to accomplish. This will make the floor shiny.

Make sure the coats are even. Re

8. Let the floor completely. 9. Recoat necessary.

dry

Once dried, the floor is now ready for the application of wax or floor finish.

when

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 *Polish pad *Wax *Soft broom and dust pan Steps Additional information 1.install a caution sign labeled caution wet floor *Polishing or scrubbing *Steel wool *Mop *Hand gloves Procedures Purpose

2. Dip or dry-clean the floor.

3.Damp mop

4.Apply the wax on the floor.

5.Polish the area

Place it in such a way that it can This is a warning signal be easily seen. designed to prevent slips and accidents arising from wet and slippery floors, Roll steel wool on the polishing To remove scratches and pad. Insert or attach it to the dirt that has penetrated the brush. floors. Start at the corner and mop Start at the corner to make when the floor is a little bit wet. sure that no portion is missed out. Mop when wet so that dirt dust and loose soil can be easily absorbed Pour wax directly to mop and There should be sufficient start applying evenly to the time for the wax to dry up floor. Let the wax stand for 10- before polishing to get 15 minutes. better results. Preferably use a polishing pad. To polish the floor evenly If the wax on the floor surface is and to make it more shiny too thick, floor should be wet- and presentable. scrubbed.

6.Sweep the area

Used the soft broom and dust To pick up the remaining pan moving from one corner to dirt and dust that has the other. 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. 2. 3. 4. 5. 6. Sweep the floor using a soft broom to remove dirt and liters. Remove sticky substance with a putty knife. Mop messy deposits and rinse thoroughly. Damp mop of the floor to remove stubborn dirt. Mop with all purpose detergents. Rinse thoroughly with plain water. Place Wet Floor sign on these areas until dry.

Carpet Shampooing and Spot Removal Equipment and Supplies Needed Steps Vacuum cleaner Shampooing machine Push brush or hand brush (if manual) Caution sign Procedures *Pail and dustpan *Stain remover Solution *Rags, broom

1. Prepare all times above Get the supplies from the materials. stockroom.

2. Sweep the area to be Use a stick broom and a cleaned. dustpan.

3. Vacuum the thoroughly.

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

Purpose additional information When everything that is needed is ready and available, cleaning job becomes easier and faster. This helps to clear the area of foreign and pointed objects like pins, etc. That can damage the vacuum cleaner. Vacuuming is necessary before the shampooing to remove soiled particles that

corners. 4. Apply the stain Shake the can very well. remover solution on a stained area (if there is Apply the solution directly one) unto the stained areas using a hand brush. See procedures for removal on carpets.

have penetrated the carpet Stain should be removed before the carpet undergoes shampooing.

Do not spread the stains. wash spot from the outside to the spot 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, rooms 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 ROOMS 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, signedacknowledged 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. Room status Sofa bed couch that is convertible into a bed.

OCC

OCCUPIED

Occupied by a paying guest

Vacant room, already made up and ready for occupancy has been checked by supervisor Vacated but not ready for occupancy; VD VACANT DIRTY 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 Reserve for a guest who is expected to BLO BLOCKED arrive within the day Room is reserved but not use or the NS NO SHOW reservation has been canceled Guest is assigned a room but did not SO SLEPT OUT sleep on his bed During room check, the rooms 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 VR VACANT READY

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 A. Bedroom Amenities 1. DND (Do Not Disturb) Location Door Knob PURPOSE For The Guest To Signal That He Does Not Want To Disturbed. For The Guest To Request For Cleaning For Hanging Clothes

2. Make Up Sign

Door Knob

3. Closet With Atleast 6 Inside Bedroom Hangers 4. Beds Single Bed 36X75 Double Bed 54X 75 Queen Bed 60X 80 King Bed78X80 5. Bed Linen A. Bed Skirting B. Bed Pad C. Bed Sheet Inside Bedroom

For Sleeping

D. Bed Cover

To Protect The Linen From Dirt And To Make The Bed More Presentable E. Pillow With A Pillow Slip Top Of The Bed In Front Of For Guest Comfort And Pillow Case One Per The Hesd Board

Encased Into The Box Spring Encased Right On Top Of The Mattress On Top Of The Bed Pad 2 Bed Sheeet Per Bed For Regular Guest 3 For Vip On Top Of The Finished Bed

To Cover The Box Spring To Protect The Mattreess From Getting Stained To Cover The Bed And To Insure The Guest Comfort

Occupant 2 For Double And Matrimonial Beds 6. Shoehorn And Shoe Inside The Closet Cloth 7. Luggage Rack Between The Closet And Dresser 8. Dresser Table With Inside The Bedroom Vanity Mirror And Dresser Lamp 9. Tv Set Top Of The Dresser Table 10. *Nite Table WithNite In Between The 2 Beds 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 10. guest folder On top of dresser table

Cloths Is For Polishing The Shoes, Horn For Fitting Shoes For Placing Guest Luggage

For Guest Entertainment And Relaxation Container For Telephone And Other Amenities

Is used for standard room compendium for vip and de luxe / suite rooms To ser as working table and for serving coffee and room service orders Serve to light the room

11. Dessser chair 12. Coffee table and easy chair astray and match on top of the table 13. Floor lamp 14. Service tray with thermo jug filled with cold waiter;2 covered glasses 15. Side table

Under the dresser In between 2 easy chair

Back of the coffee table Top of the dresser table

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 Top of the table or inside in Provide information on the service the compendium available product in the hotel 18. House rules Usually posted at the back of To orient guest on house the door entrance policies for occupants 19. Telephone with in Top of the table Provides reference in case house telephone guest want assistance directory 20. Safety handbook Drawer of top of the table Provide guidelines to the guest containing safety tips in case of an emergency during emergency

On the side of the double beds

21. Fire exit

exit

directional Posted at the back of the To give direction entrance door evacuation during fires

for

a. Bathroom amenities 1. Bathroom linens Neatly folded in the towel Use for bathing Bath towel 25x 54 rack Hand towel 18x 33 Face towel 13x 13 2 towel per room for 1 set 1 towel per occupants) 2. Bath mat 20x 30 To be hanged on the side of To protect guest from slips the bath tub from the floor and also from cold floors 3. Hair shampoo and Usually part of the amenity For shampooing hair conditioner tray 4. Shower cap Also part of the amenity tray For daily shower 5. Soap(must be sealed) On top of soap dish one in the 1 soap per occupant laboratory and another one besides bathtub 6. Toilet tissue Rolled into the tissue For toilet use dispenser inside the bathroom 7. Facial tissue Inside the dispencer if any For ficial use 8. Garbage can, One in the bathroom For garbage disposal underlined with plastic One inside the bedroom liner 9. Laundry bag Folded and neatly placed For placing items for laundry inside the drawer of of dresser 10. Pressing Inside the drawer with the Contains price list for laundry laundry and pressing 11. Morning kit Placed in the amenity tray For morning use 12. Shaving kit contain Placed in the amenity tray For morning use shaver and shaving cream 13. Sanitary bag In the sanitary bag holder For wrapping sanitary napkin

Luxury amenitiesfor deluxe roomn 1. Bubble bath( if bath tub is installed) 2. Bath rope 3. slipper 4. sewing kit 5. water heater with 2

Inside bathroom In a bathrobe tray Inside closet Together with laundry bag

For use at the bath tub Bathroom use

6. 7. 8. 9.

cups and saucer teaspoon and sachet of coffee tea creamer and sugar hand and body lotion and cologne body scrub fruit basket hair dryer

Inside basket of amenities in the bathroom Beside bath tub or shower Top of coffee table bathroom

INSTALLATION AND SET UP OF ROOM AMENITIES

1. Installation DND/Make up Sign and Door Knob menu 2. Room Amenities Bed sheets Bed cover Throw Pillow Dresser with vanity mirror Beds Matrimonial bed 3. 4. 5. 6. 7. 8. Hanger rack Cabinet Bunk bed

Dresser lamp or nite table lamp Clothes rack Luggage rack Roll away bed

Bed room Set Up Bed linen Set Up Installation of Guest Closet Dresser Set up with Amenities Set up of nite table with Amenities Washroom Accessories Towel Cabinet Sanitary napkin receptacle Hand dryer Towels in towel rack Liquid soap dispenser Paper tissue dispenser Bath tub for de luxe and suite rooms Toilet tissue and paper towels Soap dish Signboards Shower curtain

9. Bathroom St Up (sample) 10. Bath Towel Set Up 11. 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 (wellpolished, 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 rooms Second rooms with Make-up request of guest Third Occupied rooms without request and without a Make-up sign Fourth Vacant rooms that needs follow-up

For Supervisors: 1. 2. 3. 4. Check the latest room status. Highlight rooms that must be prioritized. Get the print out of room night report then transfer it to the discrepancy report. Know all the expected check out for the day (to be highlighted) Distribute to room attendants their respected assignments including the roomsstatus 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 boys 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 boys 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/maam? 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, Im 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: Im 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 Procedures Supplies/tools needed: Roomboy cart, equipped with amenities and supplies Procedures Details 1. Place the empty cart in front of the Activate doorbell or knock gently (giving 20 room and knock 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. Rinse first then wash with soap and water; Refill thermo jug. wipe dry linen wrap with glass bags; refill thermo jug with cold water.

4. Replenish soiled linen

5. Make up the bed 6. Clean/vacuum the floor

7. Dusts furniture and fixtures; polish the mirror.

8. Replenish other guestroom supplies 9. Make up the bathroom 10. Check overall condition of the room

Strip off soiled items and replace them into the linen canvass of the cart: replace them with fresh ones. Follow standard procedures for bed make up. Vacuum the carpemt and upholstered furniture. Follow the standard procedures for vacuuming. Shampoo if it is heavy soiled. 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. See list of standards ameneties. Place the right quantity in the appropriate location. Follow standard procedures for bathroom make up. 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 bed pad 1st bed sheet 2nd bed sheet Blanket Bad cover Pillow with slip and case
STEPS

NUMBERS 1 2 1 1 1 one for single bed 2 for double bed


PROCEDURES

WHERE TO PLACE THEM on top of the mattress on top of the bed pad on top of the first bed sheet on top of the 2nd bed sheet on top of the finished bed pillow is encased with a slip to be placed at the head of the bed
PURPOSE ADDITIONAL INFORMATION

1. Lay down the bed pad on the bed.

2. Lay down the first bed sheet

3. Lay down the second bed sheet

4. Lay down the blanket

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

Bed pad is intended to protect the mattress from stains.

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

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

This will make the bed appear neat and clean.

5. Lay down the bed cover

For a more presentable 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 For 2 2 2 2 4 2 2 2 2 1 1 4 None Double Standard For 2 1 1 1 2 1 1 2 2 1 1 4 None Family Standard For 4 2 1 2 4 8 1 1 4 4 1 1 8 None Deluxe Family Rm. For 5 4 1 4 5 15 5 1 5 5 1 1 10 1 Suite

1.Single Bed 2.Double Bed 3.Bed Skirting 4.Bed Pad 5.Bed Sheet flat 6.Blanket 7.Bed Cover 8.Pillow 9.Pillow case 10.Nite table/lamp 11.Telephone 12.Hangers (inside closet) 13.Memo Pad (inside compendium with ball pen) 14.Dresser table and chair 15.Waste basket/can 16.Room Service menu 17.Ashtray (top of dresser) 18.Mini Ref 19.Sofa Set 20.Drinking glass 21.Thermo jug 22.Guest folder/compendium

For 5 4 1 4 5 15 5 1 5 5 1 1 10 1

1 2 1 1 None None 2 1 None

1 2 1 1 None None 4 1 None

1 2 1 1 None None 2 1 None

1 2 1 1 1 1 5 1 1

1 2 1 1 1 1 5 1 1

23.Stationary and envelope 24.Small tray for jug and glasses 25.Directory of hotel service 26.Tv set 27.Mini bar 28.Facial tissue 29.Guest comment card FOR THE BATHROOM 30.Toilet Tissue 31.Shower curtain 32.Soap in a soap dish 33.Bath Towel 34.Hand Towel 35.Bath mat

1 set 1 1 1 1 None None 1

1 set 1 1 1 1

1 set 1 1 1 1 1

1 set Set 1 1 1 1 1 1 set set 1

1 1 roll 1

None 1 1

roll 1

1 1 4 2 None None 1

1 1 4 2

1 1 1 1 8 10 4 None 1 5 5 1 10 5 5 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. Pull through the pulley. Guest may return to claim the lost items.

2. Pull the curtains or blinds

This makes the room brighter and more visible during the make up. 3. adjust air con to desired Adjust to desired coolness Room must already be cool temperature through the thermostat control. once guest enters the room. 4. Remove soiled dishes used Place them at the service Leftovers and soiled dishes during room service. station for pick up or bring can cause pest infestation and them to the dishwashing area. foul odor. 5. Empty all ashtrays and Empty them into the trash bag Trash must be promptly waste basket. of cart (if used), wash with eliminated since they can soap and water, then wipe dry breed pest infestation and with dry cloth. cause foul odor. Should there be any valuable Lost and found items are to be thrown into the basket, pick it recorded In a lost and found up and surrender it to the form and in logbook (see housekeeping supervisor. form). 6. Wash and wipe dry drinking Rinse first with hot water then This is done to prevent glasses. wash with soap and water; bacterial contamination. wipe dry, then wrap a glass bags. 7. Clean thermos jug then Clean with water and soap by This is to prevent bacterial refill with cold water. using brush, then refill with contamination. iced water. 8. Strip the bed of soiled Place soiled items into the Soiled linen are to be linens and pillow case and linen canvass of the cart. Get replenished daily. replace them. fresh ones from the cart to replace the soiled once. 9. Make up the bed. Follow standard procedures for bed make up. 10. Vacuum or shampoo the Vacuum if lightly soiled and carpet and upholstered shampoo if heavily soiled. furniture. Follow standard procedures for vacuum cleaning or shampooing. 11. Dust all furniture Includes baseboards window Make sure that all dust and

sills, mini-bar racks, bottles, wooden trays, etc. For mirrors and window glass use cloth and polishing chemical. 12. Polish mirror and all other For metal fixtures like switch metaled fixtures. plate, door knobs, thermostat control, use metal polish. 13.Replenish all room supplies Install items following standard procedures for bathroom make-up. 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. 16. Check the overall See if the room is properly condition of the room, cleaned and made up and including installed fixtures nothing is left unattended. and appliances. Also check the working condition of TV, shower, etc. Check for safety hazards. Report any deficiency to your 17. Close the door. supervisor for her to make service request.

dirt are removed. Follow standard procedures in dusting.

Metal polish can remove tarnish and restores the shine and glow of metaled fixture. Refer to standards of amenities installation.

To prevent the sunrays from penetrating the rooms, thereby maintaining the room temperature. 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 boys cart, complete with stock of supplies and amenities Steps Procedure Purpose 1. Roll the room boys Place the cart in front of the Room make up becomes faster cart complete with door. and more efficient when a cart supplies towards the is used for transporting guest room. supplies and amenities to the guest rooms. 2. Active the door bell or Give few seconds in between Loud, repeated sound can be knock gently. knocks or in activating the irritating to house guest. doorbell. 3. Hanging the makeup Hang it from the door knob. To warn all concerned that the

sign. 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. heavy Pull the curtain pulley(if any)

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

5. Draw the curtains back. 6. Refill the jug.

Refill the jug with water and ice. Un-cleared leftovers can breed bacteria and foul odor inside the room. Use fresh ones. Trash, especially left-over foods cause foul odor and breeds bacteria.

7. Remove room service tray if there is any. 8. Replenish the towels.

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. 10. Empty and wash the Wipe with dry cloth. ashtray.

To make it look clean and presentable.

11. Wash soiled drinking Wash them with soap and glasses. water and wipe dry with clean cloth. 12. Check the bathroom Change soiled towels with fresh cones 13. Turn off the lights but At least one lamp makes the room leave one lamp on 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 Place them in your clipboard For you to ready. or folder observation

write

your

2. Activate the doorbell Press the button (for door This must be done before or knock gently bell.) entering the room to check if there someone inside. 3. Proceed with the chain Hold it to check whether the This locked is an added lock. installation is firm. security measure. 4. Do the inspection Begin from the closet door to clockwise or counter the luggage rack, then to the clockwise writing table, coffee table, and beds down to the bathroom. Do it part by part so as not to miss any item. Any defect, no matter how minor can become a cause for complaint.

Concentrate on one area of the Find out if there is a need to room first before going to the change the bulb or if any other areas. Check the closet repair is needed. 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. 5. Check the shoehorn See if the hook hangs on Make sure there are 2 pieces inside the closet (if shoehorn. of shoe cloth inside. available) 6. Proceed to the luggage Find out if there are dusts or rack 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 Switch it and tune to the diff. the television set. 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 Find out if the needed items These items are used by the paraphernalia. like laundry bags and laundry guest when making request for list are available. laundry.

9. Check the cleanliness Check for dust and stains and A dirty table is an eyesore. of the writing table. do the dusting. 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, Make sure that all parts of the telephone, radio and nite table, including the bulb, alarm clock. 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. Check whether the linen is fresh and properly installed.

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

12. Check the beds.

13. Check the air-con 14. Check the Bathroom

15. Release or declare The room vacant And ready for sale.

Check whether air con is in working condition Check the mirror and marble Wall for dust and scratches. See if mirror are properly Cleaned or polished. Check whetherfixtures havewater And soap marks. Check supplieslike towels and facial and toilet tissues, Toilet if they are complete or Need to be replenished. Towels should be complete, Clean and properly folded And installed in the towel Rack. Switches,lights,water supplies (hot and cold) flashers,and shore should be check if They are functioning, properly. If everything is in order and Amenities are complete and Properly installed, then the Room is declared vacant and ready for occupancy.

Find out if there is any Defect in tiles,walls,sinks And laboratory and indicate Any defect in the report Make service request Immediately after the room Check.

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.

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 This report goes to the desk chart of the status of the room clerk to serve as guide in as vacant ready if assigning rooms to the guest. everything is in order. If there is a defect, place ooo(out of order).

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 following routine 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 supervisors/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 boys 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 boys 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 attendants clipboard and placed on the top of the maids 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 CONTROL The 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 maids 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 tampered Before 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 MINI-BAR ITEMS 2 SIZE/UN IT 3 UNIT COS 4 PAR STOCK 5 6 SOLD/CONSUM ON ED HAN D 7 ORDER QTY 8 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 VOUCHERS 1. 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 FITs (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 crew a. 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 call c. 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 guests 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 report

1. 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.