HOUSEKEEPING NCII MANUAL For Printing

METRO DUMAGUETE COLLEGE
HOUSEKEEPING NC II
TABLE OF CONTENTS
Topics
Unit of Competency: Provide Housekeeping Service to Guests 2
Introduction to Housekeeping 3-4

Types of Housekeeping 5
Housekeeping Organizational Chart 6-9
The 6 S’s of Good Housekeeping 10-11
Standard of Good Housekeeping 11-13
Cleaning Equipment and Supplies 14-21
Furniture Cleaning 22-23
Floor Cleaning 27-33
Unit Of Competency: Clean and Prepare Rooms For Incoming Guests 34
Nature and Scope of Room Maintenance 35-36

Classification of Guestrooms 37-39
Room Status 40
List of Room Amenities 42
Various Forms and Documents 43-45
Preparations for Quality Roomskeeping 46-54
Unit of Competency Provide Valet/Butler Service 55
Valet/Butler Service 56
Butler and Room attendant Job Description 57-58
Garments Folding, Packing and Unpacking 59
Shoe Shine 59-61
Unit of Competency Laundry Linen and Guest Clothes 62
Linen and Laundry Service 63-65

Laundry Equipment 66
Procedures for Processing Guest Laundry 67-69
Types of Fabric 70-74
Unit of Competency: Clean Public Areas, Facilities and Equipment 75
Public Maintenance 76-82
Unit of Competency: Deal with/handle Intoxicated Guests 72 -77
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HOUSEKEEPING NC II
COMPETENCIES
436 hours
CODE NO. BASIC COMPETENCIES
500311105 Participate in workplace communication

500311106 Work in team environment
500311107 Practice career professionalism
500311108 Practice occupational health and safety procedures
CODE NO. COMMON COMPETENCIES
TRS311201 Develop and update industry knowledge

TRS311202 Observe workplace hygiene procedures
TRS311203 Perform computer operations
TRS311204 Perform workplace and safety practices
TRS311205 Provide effective customer service
CODE NO. CORE COMPETENCIES
TRS5123111 Provide Housekeeping Services to Guest

TRS5123112 Clean and Prepare Rooms for incoming Guests
TRS5123113 Provide Valet/Butler Services
TRS5123114 Laundry Linen and Guest Clothes
TRS5123115 Clean Public Areas, Facilities and equipment
TRS 5123122 Deal with/handle intoxicated guests
A person who has achieved this Qualification is competent to be:
 Room/Cabin Attendant
 Houseman/Public Area Attendant/Janitor
 Valet Runner
 Dry cleaner
 Washer
 Presser/Ironer
 Marker-Sorter
 Butler
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HOUSEKEEPING NC II
UNIT OF COMPETENCY : PROVIDE HOUSEKEEPING SERVICES TO GUESTS

UNIT CODE : TRS512307
UNIT OF DESCRIPTOR : This unit of competency deals with the skills and knowledge
required to provide a range of general housekeeping services to guests.
Introduction:
Housekeeping is often one of the most neglected areas of operations among hotels, resorts and
many lodging establishments. With the limited knowledge of many staff on housekeeping
standards and procedures, a lot of unsound housekeeping practices remain uncorrected.
Bacteria and pests proliferate, making occupants vulnerable to various forms of illness. Furniture
and fixtures that are not properly cleaned and maintained will have a shorter life span. Improper
housekeeping also contributes to safety hazards and could endanger the lives of occupants.
For any disease or accident emanating from poor housekeeping maintenance, the management
shall be held liable. It can result to a loss reputation and patronage, or worst, a loss of business
license. Proper housekeeping therefore must be given serious attention for a hospitality
establishment to sustain its reputation and patronage.
Challenges for the Housekeeping Department:
 Responsibility for the largest volume of area within the hotel

 The largest department in the hotel
 In most cases, has the largest departmental staff count in the hotel
 Hard to attract skilled employees
 Hard to retain employees
 Hard to motivate employees
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HOUSEKEEPING NC II
Good housekeeping Poor housekeeping
Customers feel comfortable Customers feel uncomfortable

Customers are satisfied Customers are unsatisfied
Praise and gratuities Complaints and discounts
Customers return Customers switch to other hotels
Good word of mouth Negative word of mouth
Employees are satisfied Employees are unhappy
Employees are retained Employees leave
The importance of high standards of cleanliness to the guest cannot be underestimated. We

have discussed the issue of positive first impressions - it is estimated that guests form
impressions in seconds and these impressions last.
●A guest that arrives at the hotel and enters through a lobby where the ashtrays are full, the
furniture in disarray and the flowers wilting, will have formed negative impressions before they
even check-in.
●Positive first impressions can be undermined when guests arrive in a room that has not been
adequately prepared or maintained. Dirty restaurants can impair the most delicious meal
experience
●The Housekeeping management aims to deliver high standards in generally challenging

condition. Working with limited resources in a pressurised environment.
The word “Housekeeping” refers to the upkeep and maintenance of cleanliness and order in a
house or a lodging establishment such as inn, hotel, apartel, condominium, resort, dormitory or a
hospital. A housekeeper is one who is responsible for administering housekeeping maintenance
and for insuring that everything is in order. She sees to it that all occupants are comfortable, safe
and protected from disease –causing bacteria.
Housekeeping job among commercial establishments is more complex to manage than those
done in the house. With a lot of guests to attend to, the housekeeping responsibilities in hotels,
resorts and other commercial lodging houses are distributed to several sections of the
housekeeping department. There is a section that attends to the maintenance of guestrooms;
another one to public areas while a separate unit of linen and laundry services.
Though each section attends to a specific function, efforts have to be well coordinated among
the various sections to ensure efficient housekeeping maintenance.
TYPES OF HOUSEKEEPING
1. Domestic Housekeeping – refers to housekeeping maintenance in a house. It covers

bedrooms, kitchen, dining, receiving area, grounds and surrounding areas within the house.
2. Institutional Housekeeping – applies to housekeeping maintenance in commercial lodging

establishments like hotels, resorts, inns and apartels.
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HOUSEKEEPING NC II
 Guestrooms
 Hallways and corridors
 Lobby
 Public areas and restaurants
 Offices
 Stairways
 Grounds and plants
 Linen and laundry area
 Pest control
SCOPE OF HOUSEKEEPING
1. Maintenance of Public Areas to include:
 Lobby
 Corridors
 Function rooms
 Offices
 Grounds and garden landscape
 Reception area
 Hallways
 Other areas accessible to public
2. Rooms Maintenance, covering:
 Guestrooms
 Hallways in guestroom areas
 Service station
 Linen room
3. Linen and Laundry Service, servicing:
 Guest laundry
 Uniform of staff
 Linen used for food/beverage operations
4. Installation, cleaning and Maintenance of Fixtures and Facilities like furniture and appliances.
5. Pest Control
HOUSEKEEPING ORGANIZATIONAL CHART
Housekeeping operations in most hotels fall under the Room Division. In some establishments, it
is a sub section under the Facilities Maintenance Department. The set up and work distribution
varies among hotels and other establishments, taking into consideration the size of the company
and the volume of work to be done.
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HOUSEKEEPING NC II
ORGANIZATIONAL CHART OF HOUSEKEEPING DEPARTMENT

(In small establishment)
Housekeeping Supervisor
Assistant Housekeeping
Supervisor
Room Attendant or Houseman and Gardener and

Linen and Laundry
Room boy Powder girl Ground
Attendant
Maintenance
ORGANIZATIONAL CHART OF HOUSEKEEPING DEPARTMENT
(For big establishment)
Executive Housekeeping or
Housekeeping Manager
Linen and Laundry

Roomskeeping Public Area Supervisor
Supervisor Supervisor
Linen Attendant
Houseman Utility/
Room boy
Maintenance Laundry Attendant
Pest Control
Chambermaid
Technician Valet Runner
Gardener/ Grounds Steam Presser/

Mini-Bar Attendant Ironer
Maintenance
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HOUSEKEEPING NC II
The Housekeeping Team
Personal attributes of Housekeeping staffs,

1. Pleasant 11. Courtesy
2. Personality 12. Loyalty
3. Physical 13. Personnel
4. Fitness 14. Salesmanship
5. Personnel 15. Memory
6. Hygiene 16. Punctuality
7. Cooperation 17. Honesty
8. Calm 18. Tact and diplomatic
9. Demeanor 19. Right attitude
10. Adaptability 20. Eye for detail
JOB RESPONSIBILITIES OF ROOMSKEEPING STAFF
A. ROOM MAINTENANCE SUPERVISOR OR MANAGER
 To plan, organize, direct and monitor rooms maintenance activities and to insure
consistent compliance to prescribes rooms keeping standards, procedures and policies.
 Conduct routine inspection to check the quality of room make0up. Makes sure that the
rooms are installed with standard room amenities and that the area is free of safety
hazards.
 Check room status during room check, prepares and disseminates room status report to
the front desk and to the room attendants;
 Look after the proper use, storage and maintenance of linen and cleaning equipment as
well as housekeeping tools and supplies;
 Regularly checks the condition and maintenance of housekeeping equipment. Have them
cleaned regularly; initiates service request for defective items;
 Check and maintains par stock. Makes requisition whenever needed;
 Initiates and supervises the weekly inventory of room supplies and other housekeeping
items. Reports losses and damages and takes corrective action against reckless use of
equipment;
 Reports to management all unusual incidents and accidents in guestrooms and other
related areas of responsibility.
 Trains coaches and supervises room boys and chambermaids;
 Monitors and evaluates the performance of rooms maintenance staff; conducts progress
review and appraisal interview;
 Personally attends to very important guests (VIP) and their requirements.
 Attends to guest complaints, inquiries and requests.
 Coordinates with the Front Office regarding changes in room status and bookings; with
the Facilities Maintenance Unit regarding requests for repair or maintenance; and other
departments on other related matters.
B. ROOMBOY, CHAMBERMAID OR ROOM ATTENDANT
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HOUSEKEEPING NC II
 To attend to the maintenance and upkeep of all guestrooms and service areas assigned
to him/her.
 Looks after the maintenance of cleanliness, orderliness and sanitation in his assigned
guestrooms. He/she:
a. Clean walls, carpets, fixtures following standard cleaning procedures.
b. Sanitized toilets and bathrooms using sanitizing chemicals;
c. Dispose garbage from waste baskets or garbage cans,
d. Collects all used/soiled linens and replenish them with fresh ones;
e. Looks after the orderly make-up of the room, bed and bathroom;
f. check the condition of all guestroom facilities and fixtures and report any defect to
supervisor for corrective action;
g. replenishes standard room amenities and place them in their appropriate location.
 Performs turn down service if scheduled for the second shift;
 Look after the proper use, maintenance and storage of cleaning equipment.
 Reports damages to supervisor for corrective action;
 Attends to the needs and additional requests of house guests;
 Reports all guest complaints and unusual incidents, including unauthorized entry of
suspicious persons in guestrooms and guests who are sick or in critical condition;
 Reports and surrenders all lost and found items to Supervisor;
 Assist in the inventory of guestroom supplies and linens;
 Prepares and submits daily accomplishment and consumption report to his/her superior;
 Assist supervisor in conducting room check;
 Conduct fumigation of assigned guestrooms as needed;
 Performs the duties of a mini bar attendant if there is no one assigned to do the job.
C. MINI BAR RUNNER/ATTENDANT
 To attend to mini-bar installation, replenishment, inventory taking, stocks requisition and

other related functions.
 Maintain par stock of mini bar items; initiates requisition to replenish used stocks.
 Records mini- bar consumption per room, prepares a sales and inventory report. Also
double checks expiration dates of perishable items;
 Assists in the promotion of mini bar items; takes note of sellable and non-sellable items to
have a more accurate basis for stock requisition;
 Monitors sales and movements of stocks, informs supervisor of slow moving and non-
moving items;
 Clean and dust min- bar bottles in vacant guestrooms;
 Check and collect mini-bar receipts in all guest rooms;
 Assist in the inventory of stocks in housekeeping stockroom as well as in all vacant,
occupied and check-out rooms;
 Promptly prepares billing of mini-bar consumption giving priority to rooms occupied by
guest who are about to check out within the day;
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HOUSEKEEPING NC II
 Coordinates with Front Office Cashiers for billing of late charges; with Bell Service for the
collection of bills for guests and hotel skippers;
 Endorses to the incoming attendant all un-replenished mini bars in guestrooms to make
sure that all scheduled replenishments for the day are accomplished as scheduled.
 Determines the availability and non-availability of mini-bar stocks and updates the
individual receipts distributed in guestrooms.
 Collects empty or consumed mini-bar bottles, cans, etc. from the different floors and
guest areas, pantries and guestrooms.
 Prepares spoilage/damage report for spoiled/damaged stocks; and
 Coordinates with the Front Office regarding check outs for the day to be able to prioritize
rooms for mini bar inventory. Also checks rooms on “cash-basis” to be able to pull out
mini-bar stocks.
THE 5 S’s OF GOOD HOUSEKEEPING
A very systematic and rational approach to housekeeping maintenance especially for offices,
homes and even for hospitality establishments is the so called “5 S’s”. It is housekeeping
program that originated from the Japanese and has now become a popularized housekeeping
guide around the world.
The objectives of the “5 S’s are to:
 Keep order in a work place, buildings, offices, other establishments;

 Reduce waste and save on costs;
 Maximize work efficiency and productivity;
 Prevent injuries, accidents and disease;
 Protect the integrity of files and documents and prepare the ground for further
improvement.
The 5 S’s stands for 5 elements, namely:
1. Seire – Sort 2. Seiton – Systematize

3. Seiso – Sweep 4. Seiketsu – Standardize
5. Shitsuke – Self discipline /Sustained
It is however important to add two more “S’s” that is;
6. S - Safety S - Security
A. Seire – SORT
This is the task of identifying available files and materials and sorting out what is necessary and
what needs to be disposed. Good housekeeping requires all unnecessary papers, materials and
files to be removed from the work area to decongest the premises, reduce waste, maximize
productivity and efficiency, create a pleasant work environment and make the job more
manageable.
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HOUSEKEEPING NC II
B. Seiton – SYSTEMATIZE
Systematizing means putting all necessary items in proper order and in their proper place. It
entails the orderly and systematic arrangement of files, documents and other materials within
one’s work area. For example filing cabinets are to be arranged according to classification, like a
box or shelf for contracts, another one for invoices, etc.
C. Seiso – SHINE
The word “shine” relates to a condition of cleanliness. This is made possible through regular
cleaning, sweeping floors, cleaning equipment, and shovelling out unused material or debris on a
daily basis. The concept also emphasizes the prevention of dirt and dust accumulation by
making it a habit of cleaning and clearing away all dust and trash in ones work.
D. Seiketsu –STANDARDIZE
This elements focuses on the discipline needed to make the 5’S a habit. It entails the set up of a
system to insure the high standard of good housekeeping is maintained. The set up of the
structure of work distribution and the formulation of standards and procedures are all part of the
process of standardizing and maintaining order in the work place.
E. Shitsuke – SUSTAIN/SELF DISCIPLINE

Sustaining the 5’S of good housekeeping means making it a way of life, doing them daily as a
matter of habit.
F. Safety & Security
SAFETY – ensuring the safety of employees in the workplace, ensuring that confidential files and
documents are protected from theft and from access of the public; and that employees and
clients are protected from safety and security hazards.
SECURITY – ensuring confidentiality, integrity and availability of data and information materials.
STANDARDS OF GOOD HOUSEKEEPING
1. Cleanliness
 All areas are immaculately clean, corner-corner, top to bottom, including surfaces.
 Closets, cabinets and storage areas are also kept clean.
 Furniture and fixtures are properly dusted, doorknobs and metal fixtures are polished with
the right metal polish.
 Windows and glass panels are dusted and polished.
 Floors are vacuumed, polished or shampooed when necessary.
 Grounds are free of liters and dirt.
2. Orderliness
 Facilities and fixtures are properly arranged and installed in their appropriate location.
 Room amenities are properly installed in appropriate location.
 Beds in guestrooms are made up properly, linen are mitered and wrinkle free.
3. Sanitation
 The whole area is free from all sources of bacterial contamination such as un-disposed
garbage and leftover, stagnant water, etc.
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HOUSEKEEPING NC II
 Wet garbage containers are underlined with plastic liner and covered; trash and waste
are disposed regularly.
 All items for personal use of guests and which come in contact with the body like linen,
cutleries, glasses, etc. are sanitized with sanitizing detergents to protect guests/users
from bacterial contamination.
 Glasses that are installed in guestrooms are covered or wrapped in to protect them from
dust and contamination.
 All areas inside the building are protected from pest infestation and are regularly
fumigated.
 Cleaning and disinfecting tools are stored away from food.
 Chemicals are labelled and stored away from food.
4. Guests and Client’s Comfort

 Rooms are properly ventilated and lighted.
 Guests are not disturbed by noise and other forms of distractions.
 There are sufficient amenities for the comfort of guests like linen, toilet tissues, soap
dispenser with liquid soap, drinking glass, etc.
5. Eye Appeal
 Ambiance is soothing to the eyes, not dim or dull.
 There is a suitable interior design and proper blending of colours.
 No eyesore can be found at the front of the house like lobby, hallways, reception areas,
etc.
 Wall decors are posted at eye level.
6. Safety
 Offices, conference rooms, social hall and public areas are free from safety hazards like
open electrical outlet, dangling wires, damaged tiles, slippery floors, broken chairs, etc.
 Guestrooms are checked for safety hazards during the room check;
 Safety hazards are corrected before they can be cause injury or accident.
 Building is provided with all required safety facilities like ventilated fire exits, emergency
alarm, fire extinguishers/hoses, luminous safety signs, etc. Safety standards prescribed
under the building code are strictly enforced.
 Safety instructions during emergencies are available in guest rooms.
 The hotel or building is prepared for any emergency, has a well organized safety or
emergency procedures and emergency brigade;
 All staff are trained on emergency procedures.
 Trained roving guards are available in hotels to check movements in guestrooms and to
insure the protection of guests.
7. Materials Control and Preventive Maintenance

 There is a designated budget for supplies and materials.
 Consumption of supplies is always monitored. Excessive consumption is determined and
reported.
 Par stock requirements are established and maintained; regular requisitions are made.
 All tools and equipment are stored safely in their appropriate storage.
 Chemicals are diluted properly and used sparingly.
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HOUSEKEEPING NC II
 Supplies and materials are consumed within the limits of the budget.
 All appliances and equipment are regularly checked for any damage and maintained in a
safe, working condition to avoid accidents.
 Losses, damages and equipment breakdown are properly reported, documented and
accounted for and investigated.
 There is a regular inventory of supplies and materials.
 Effective control measures are designed and enforced to prevent losses and pilferages.
 Regular cleaning and check-up of equipment is undertaken.
 Housekeepers are trained on the proper use and maintenance of equipment, chemicals
and supplies.
 Negligence and recklessness of staff in the use of equipment and supplies that result to
damages or accident are reported and subject to disciplinary action.
8. Guest Relations
 Requests and concerns of house guests and clients are given prompt and proper
attention.
 Staff exhibit warm and pleasant disposition in dealing with guests.
 Tact and courtesy is observed in dealing with customer complaints.
 Customer feedback is solicited to determine guest’s satisfaction.
 Customer feedback and concerns are logged down and discussed for corrective action
during meetings.
 Staff expresses warm appreciation and gratitude for guest patronage.
 Customer needs and concerns are promptly and properly attended.
 There is accurate and appropriate response to inquiries/requests.
 Service providers go out of their way to render extra service to guests.
 Guest with special problems like the sick, intoxicated ones, etc. are given the necessary
assistance and support.
CLEANING EQUIPMENT AND SUPPLIES
A. Floor Cleaning Equipment

Cleaning tools Usage and Maintenance
- It is used to eliminate loose soil and dust particles from
carpet surfaces, upholstered furniture and even hard surfaces.
- Dust bags must be emptied daily.
- After using, roll back the wire neatly on the back of the
Vacuum cleaner vacuum cleaner. Place it on one end of the trolley.
To be used in scrubbing, stripping and polishing hard floor
surfaces and also vinyl, wood parquet, etc.
Use the appropriate pad for scrubbing, stripping and polishing.
Floor Polisher Give the wax on the floor enough time to dry before polishing.
This is used to pick – up dirt and particles from the carpet.

Press the handle and push towards the dirt to vacuum-sweep
Carpet sweeper the carpet.
This and is called an “all purpose vacuum” as it is used for

Hydro vacuum cleaner both dry and wet surfaces and also for absorbing water in
flooded or wet surface.
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HOUSEKEEPING NC II
This extractor is used when the carpet is heavily soiled. It

penetrates into the inner surfaces of the carpet and removes
Carpet Extractor embedded soil or dirts.
To be used for drying carpet after extraction. It expedites

drying by about 50%.
Carpet dryer
B. Floor Cleaning Tools
Floor mop
For mopping, floor striping and waxing
Mop wringer Use to wring and flush out excess water in the mop during
damp mopping.
Window squeegee This is needed to remove excessive water from the window. It
also speeds up the drying process.
Make sure that rubber strips are supple. Have it replace the
moment it turns hard and brittle.
Floor squeegee This is needed to remove excessive water from the surface
and corners. It also speeds up the drying process.
Make sure that rubber strips are supple. Have it replace the
moment it turns hard and brittle.
Soft broom
Soft broom is for fine and flat surfaces like vinly and wood.
Stick broom is ideal for rough surfaces like grounds.
Stick broom
Dust mop
To be used to dust mop the floor during follow up cleaning.
Warning sign to alert people that the floor is wet and slippery
Caution sign and they should not step on it. It is a tool for the prevention of
slips and injuries.
C. Other cleaning tools and materials

Roomboy’s cart
Carrier of amenities and cleaning supplies during room make-
up.
Container for cleaning chemicals and tools.

Caddy box
Should not be used for painted surfaces, mirrors and glass

Scouring pads panels, nor with scouring powder.
Green: for scrubbing purposes only; Always make sure the pads are wet before using them. Wash
White: for cleaning painted surfaces, and rinse after each use. Also rinse at the end of each day to
glass mirrors and porcelain. insure that there is no soap left on the pads.
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HOUSEKEEPING NC II
Make sure the cloths are clean; otherwise the dusty cloth will
Dusting cloth merely rub the dust unto the surface being dusted.
This is use for dusting
wooden furniture.
Cleaning towels Make sure the cloths are dry.

It is use for drying bathroom walls and If the walls and tiles are not wiped dry, water marks will
floor tiles after they are cleaned. develop.
Polishing Cloths
This cloth is used for polishing metal Used cloths that are made of fiber to be able to absorb the
surfaces like bathroom fixtures. water left behind during the cleaning process.
Hand Brushes
This brush is meant for Make sure that the brush is not left immersed on the cleaning
brushing away dust from rough water for a long time.
surfaces as rattan, wicker-work, etc.
Duster Use dusters for dusting furniture and fixtures.

For dusting furniture and
fixture.
Toilet brush should be kept after use in the storeroom either in
Toilet Bowl Brush a holder on in a plastic bag hanging on one end of the trolley.
It is used for cleaning toilet Never leave the brush with other cleaning equipment
bowls. elsewhere as they contain a lot of dirt and bacteria that can
contaminate other cleaning materials.
Ceiling Broom
Use this broom to remove Clean the bristle of the broom after use and at the end.
cobwebs in the ceiling.
Brush the cleavages in between tiles using this tool, then

Grouting brush sweep away the dust.
For cleaning in between
surfaces of tiles.
Tongs
To be used for picking up dirt and This is used to protect the hands from getting into direct
cigarette butts found on ashtrays. contact with the dirt that maybe a source of bacterial
contamination and disease.
Sponges
To be use for cleaning Wash and rinse after use; give special rinse at the end of the
surfaces. day to make sure that there is no soap left in the pads.
Putty knife/
scrappers For scrapping embedded dirt and candles that stick to floors.
Oilers Use sparingly. Once there is no squeaky sound, wipe

To be applied in hinges of doors so as to excessive soil away as it can spill on floor or carpet and cause
prevent squeaking sounds from the door. stain.
To prevent an accident, try to reach high areas to be cleaned

Portable stairs using this stair.
Then fold and return to its storage after use.
Insect sprayer Spray the area while windows and doors are close. Leave it
Used for fumigation so as to closed for at least 15 minutes. Then open to allow vapor and
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HOUSEKEEPING NC II
eliminate pest and mosquitoes. bad smell to evaporate. Then remove dead mosquitoes.
Hand gloves Protection of cleaners against contamination during cleaning

process.
Goggles Serves as eye protection when handling dangerous chemicals

while cleaning.
Trash receptacles Trash receptacle is for the disposal of trash.

with plastic liners The plastic liner helps to capture soil moisture, as well as
germs and fungi that would have embedded into the lining of
the trash can. If these are not eliminated, they can cause foul
smell, aside from harbouring more bacteria.
D. CLEANING CHEMICALS
Floor Cleaning Chemicals
Stripping chemical For stripping or removing embedded dirt or wax.

Sealing chemical To seal floors, cover holes and to prepare the floor for floor finish.
Emulsion wax This is a buffable wax used for resilient floors like vinyl, linoleum, and
rubber tile. It can also be used for concrete floors and marbles.
Solvent wax This is a kerosene –based wax that is used for wooden floors.
Paste wax To be used for polishing stone floors, wood and resilient floors.
Carpet shampoo For shampooing carpet.
Carpet stain remover Used to remove stains or spots on carpets.
Buffing solution For buffing so that the gloss of the floor will be maintained.
Extracting Solution Used along with the extractor when extracting carpets.
Degreaser Used this chemical to remove grease, oil, dirt, carbon, ink, mildews, soils
and waxes on floors.
Wood polish To polish wood surfaces, leather and imitation-leather surfaces. Spray it
sparingly and evenly in the surface.
Disinfectants, like Lysol, They are used to disinfect toilet bowls, urinal, sink and other areas that are
use with a sprayer most vulnerable to bacterial contamination.
Metal polish To be used for polishing brush copper and metal surfaces. Apply small
amount on a cleaning towel and rub metal surfaces until the tarnish will
disappear. Rinse immediately and remove left-over polish with hot water.
Air freshener To be sprayed in the room in order to remove foul odour in guestrooms,
comfort rooms or any area with foul odor.
Muriatic acid This strongly chemical shall be used only for removing cement or plastic
remains from floors. It is not advisable in cleaning toilet bowls since it is
very strong and it can damage the tiles.
Lacquer or paint thinner Use this chemical to remove lacquer or paint from hard surfaces. Apply with
a cleaning towel or scouring pad until the left overs are removed. Then pat
dry and polish the surface.
GENERAL RULES IN USE OF CLEANING EQUIPMENTS

1. Check electrical appliances and equipment before use. Check if there are frayed wires,
loss plugs and connections. Never use any appliance that is defective.
2. Handle equipment with care and never bump them on hard surfaces.
3. Clean and store equipment in their custodial room immediately after use.
4. Empty dust bags of vacuum cleaners before they overload and after use.
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HOUSEKEEPING NC II
5. Follow manufacturer’s operating instruction.
6. Schedule a regular check-up of equipment to prevent serious breakdown.

7. To avoid electric shock or short circuit, o not expose from getting wet. Electrical
equipment should never be used in wet surface.
CLEANING STANDARD
TASK STANDARDS (expected result)
1. Ceiling cleaning  Ceiling is free of cobwebs and dirt.
 Ceiling fan and fluorescent are thoroughly dusted.
 Spots if any are removed.
2. Sweeping  All swept floors do not have dust streaks nor does show mark where dirt
was picked up.
 No dirt left on corners, behind doors, under carpets or furniture
3. Vacuuming  All carpeted areas/upholsteries are vacuumed regularly, kept clean, free of
dust.
 All spots are removed upon discovery.
4. Floor stripping  Stripping and removal of old floor finish is done whenever necessary to
avoid yellowing and build-up in corners, baseboards or under furniture.
5. Mopping  Water is used sparingly. Cleaning solutions are rinsed quickly and the floor
is dried at once.
6. Floor Finishing  Floor finishes are not allowed to build up in corners, baseboards or
underneath furniture.
7. Dusting  All surfaces are dust free
 All corners are vacuumed.
8. Window Cleaning  Window glasses do not have smudges nor watermarks.
 Window frames and channels are dust free.
9. Cleaning glass,  It is thoroughly cleaned, no visible streaks, scratches or spots.
panels, mirrors
10. Cleaning of  Ashtrays are emptied of soil and cigarette butts, washed and wipe dry.
ashtray
11. Waste disposal  Trash, garbage and dirt are disposed immediately.
garbage  Containers are cleaned as often as necessary.
containers  Containers are underlined with plastic.
12.Dusting/cleaning  It is thoroughly dusted; surfaces are free of dirt and spots.
of furniture and  Appliances are arranged in their appropriate location.
fixtures  Upholstered chairs are shampooed or vacuumed.
 Furniture has no damage or defect.
13. Comfort room  The floor mopped, sanitized and dried.
and restrooms  There is no sign of marks or streaks on walls, fixtures, doors, door handles
and other surfaces.
 All metal fixtures and hard wares are cleaned and polished with metal
polish.
 Bathroom mirror is well polished and wiped dry, there are no marks or
spots.
 The sinks are clean and sanitized with sanitizing chemical and they are free
of foul odor.
 Bathroom supplies are replenished and installed according to the standard
arrangement.
 Shower curtains are properly brushed and wiped-dry.
14. Grounds  All walkways, parking spaces, planted areas are clean, free of littered
maintenance objects.
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HOUSEKEEPING NC II
 Cemented/concrete pavements are free from spots.

 They are scrubbed regularly and are dust free
 Plants are watered regularly, pruned and trimmed periodically and as
necessary.
 Soil is regularly cultivated, fertilized periodically and planted to prevent
eroding.
 Plant pest are eradicated. Fumigation is conducted on regular schedule or
upon detection of the presence of pests.
 Pool flooring cleaned, scrubbed as schedule and whenever necessary to
prevent the growth of algae.
 Plants in boxes are maintained and replaced as needed.
 No safety hazard seen in the area.
ACTIVITY 1:
BATHROOM CLEANING PROCEDURE
Supplies Needed:
Toilet bowl cleaner brush for bowl gloves
Mop brush for wall scouring pads
Face mask disinfectant solution/cleaner rags
All purpose cleaner air freshener bathroom amenities
No. Procedures: S VS E
1 2 3
1 Assemble all supplies; Toilet bowl cleaner, brush for bowl, gloves, mop, brush for
wall, scouring pads, Face mask, disinfectant solution/cleaner, rags, all purpose
cleaner, air freshener, bathroom amenities.
2 Remove all soiled bath towels and hand towels.
3 Wash hands. Put on mask.
4 Put on gloves.
5 Empty the trash cans and dispose the garbage.
6 Flush the toilet bowl.
7 Pour toilet bowl cleaner into the bowl.
8 Cover the bowl and let it stay for a few minutes.
9 Using disinfectant solution, clean the walls from top to bottom. Then rinse with
water.
10 Clean other surfaces also such as bathtub and shower stall.
11 Clean the faucet and sink. Scrub around their bases.
12 Clean the seat, lid and outside of the toilet bowl using sponge or rag.
13 Scrub the inside of the toilet bowl with the toilet bowl brush.
14 Flush the toilet bowl again.
15 Wash the toilet bowl brush with the disinfectant solution and water. Then let it dry.
16 Clean the mirror and any glass surfaces.
17 Wash the floor using all purpose cleaner and water. Mop the floor dry.
18 Store supplies.
19 Remove gloves. Wash and hang it dry. Wash hand. Replenish toilet tissue and
towels and amenities inside the bathroom.
20 Spray with air fresher. Leave the room. Close the door.
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HOUSEKEEPING NC II
FURNITURE CLEANING CARE AND MAINTENANCE
1. For the furniture to look better and shinier, apply/spray furniture cleaner polish.
2. Wipe and dust away all dirt in the inner and outer parts of the furniture using a clean and dry
dusting cloth. Use the right dusting cloth like old diapers, terry towels cotton knit-wear or
flannel. Do not use cheese-cloth since it usually contains a starch sizing material. Also avoid
using coarse fabrics which are linty, old clothing that may have buttons, snaps or trimmings
with scratches and the synthetic fabrics which will not absorb moisture. Oiled or treated dust
cloths should never be used on a waxed surface because oil softens the wax and the surface
can become sticky or smeary.
3. Apply cleaner-solution to all corners and walls.
4. When cleaning glasses, apply glass cleaner like “Glance” to make it look shinier.
OTHER CLEANING TIPS
1. Never leave a damp cloth on the wood surface.

2. Do not dry dust.
3. Soap and water are not recommended for cleaning heavily soiled furniture inasmuch as water
can damage the finish.
4. Yellow spots on bleached and blond furniture also required proper attention. Aging cause this
spots.
5. Laminated plastic tops such as Formica can become dull and shabby from excessive wear
when harsh abrasive cleaners are used to clean them.
6. Pour a little car polish on a thick pad of clean, soft cloth and rub it on the area using long, even
strokes. Then wipe the surface with a clean cloth.
7. Apply furniture wax for protection and polish. The wax will protect the furniture against wear
and make daily maintenance easier.
SPOTS REMOVAL ON FURNITURE
1. Any food containing milk that spills on furniture surface should be wiped immediately. The
effect of lactic acid on wood finishes is like a mild paint or varnish remover. If spots show,
touch up. To do this, dip your finger in liquid or paste wax or coconut oil – or even moistened
cigar ash and rub the solution over the damaged area. Then re-wax.
2. Be careful not to spill perfumes, medicines, beverages, or other liquids containing alcohol to
the furniture. These items leave rings or spots that can cause irreparable damage.
3. Spots caused by watermarks or rings on furniture surface can be treated with a non-linty cloth
moistened with coconut oil. After the treatment, wipe the affected area immediately with clean
cloth.
4. To remove candle drippings and marks left on furniture, harden the dripped candles wax by
holding an ice cube on it for a few second. Crumble off as much wax as possible with your
fingers, then gently scrape with a dull, plastic spatula. Rub it briskly with a cloth saturated with
a liquid wax, then wipe dry with a clean cloth. Repeat the process.
5. To remove oil stains caused by butter, salad dressing and cream, place a white blotted soaked
in lighter fluid over the spot and let it dry.
6. If acid marks appear due to spilled fruit juices or spots from alcohol, it is advisable to sand the
area gently with fine sandpaper. Then rub it with the shine putty using a damp soft cloth.
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HOUSEKEEPING NC II
7. After the stains have been removed, protect the furniture, especially marble by applying
furniture wax. The wax will also bring back the shine to the furniture.
ACTIVITY 2. DUSTING FURNITURES AND FIXTURES
Supplies Needed: Feather duster Clean rags

Furniture cleaner wood polish Sprayer
No. Procedures S NS NP
1 2 0
1 Assemble all supplies; clean rags or cloth, wood polish and sprayer and
place them in the bucket or trolley.
2 Dust the main entrance door and the door knob. Front and back portion.
3 Dust/spray the furniture and fixtures. Front and back portion.
4 Dust closet shelves, walls, hangers, closet bar, the outer and inner part of
the closet door.
5 Dust/spray TV set and stand.
6 Remove all items on top of the desk.
7 Dust/spray study desks, chairs and sofa. ( dust legs of chairs and under the
table)
8 Return the items properly after dusting the surfaces.
9 Dust/spray valance board, wall lamps including the bulb, wall frames and
full length mirror.
10 Wipe/spray the headboard and legs of the bed.
11 Wipe/dust night table, telephone and bed side switches.
12 Wipe/dust coffee table, side table with night lamp including bulb, vanity
mirror and console table.
13 Dust mini bar and refrigerator.
14 Wipe all mini-bar items and check whether the refrigerator needs defrosting.
15 Check over all condition of the room. Check if there’s anything left
unattended.
16 Store supplies in the trolley. Wash hands.
17 Leave the room. Close the door.
ACTIVITY 3. WINDOW AND GLASS CLEANING
Equipment and Materials Needed:
2 buckets with water 3 scrubbing white pads 1 broom 4-8 polishing cloth
2 mops 1 hand brush All purpose cleaner
4-8 cleaning towels 1 Squeegees 4 plastic bags metal polish
2 1 0
1 Assemble all needed supplies and materials and place them near the working
area.
2 Remove cobwebs if any.
3 Prepare the cleaning solution. ( Mix water with soap.)
4 Wash –clean frames and windows thoroughly, from top to bottom, inside and
outside.
5 Rinse the cleaning sponge.
6 Wipe dry the window frames using a dry cleaning towel.
7 Polish the frame with metal polish.
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HOUSEKEEPING NC II
8 Spray squeegee of miracle window cleaner unto the glass. Apply liberally.
Scrub on in circular motion.
9 Do clean up stroke.
10 For high reach areas, apply solution directly unto the scrubber.
11 Wipe squeegee every after stroke.
12 Clean the outside part of the window.
13 Wipe the frame with clean and dry cloth.
14 Polish the glass.
15 Sweep and mop the floor.
16 Store supplies.
Activity 4: BRASS CLEANING AND POLISHING
Materials Needed:
Metal polish Polishing cloths All purpose cleaner Hot water
No Procedures S NS NP
2 1 0
1 Assemble all needed supplies and materials. Place them near the working
area.
2 Apply a metal polish to the metal fixtures to remove dirt and tarnish.
3 Rub the polish into the metal surface.
4 Prepare the cleaning solution.
5 Rinse the surface to wash away all remaining dirt and polish on surfaces
that have been polished.
6 Dry the rinsed metal surface.
7 Store supplies.
FLOOR CLEANING AND CARE MAINTENANCE
Proper cleaning and maintenance of floor keeps them in good condition. Many floors wear easily
because of improper cleaning. They also easily lose their gloss and beauty. Frequent repair or
replacement may also be restored to, resulting to bigger expense for the establishment.
It is important to maintain not only the cleanliness but also the condition of floors, make sure they
are 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
 Marble – comes mainly from quarries in Rizal, Bulacan, Mindoro and
Romblon. It comes in wide varieties of color, sheen and patterns formed
by veins or cloud.
 Mixes – comes in granolitic, terrazzo, ceramic, and tile, terra cotta, brick
and concrete and pebble washout.
 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 a very smooth finish .
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HOUSEKEEPING NC II
 Ceramic tile – is baked clay which comes unglazed or with high glaze.
 Terra Cotta – is hard baked clay tile in reddish or red-yellow colors.
 Cemented of Concrete – floor is a mixture od 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.
 Pebble washout – is a mixture of river stones and cement. The color

depends on the color of the stones used in the mixture and the cement.
2. RESILIENT FLOORS
 Linoleum – is a mixture of solidified linseed oil, gums, and pigments,

cord dust, laid on burlap, canvas or felt backing. It comes in attractive
patterns-geometric, floral and abstract.
 Vinyl – is made of plastic and comes in cheer vinyl, rot vinyl,

asbestos tile and homogenous vinyl tile.
 Asphalt tile – is a mixture of asbestos fibers, resin and asphalt. Its

color 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.
 Rubber tile – is made of rubber, resins, 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.
3. WOOD PARQUET FLOORS
4. CARPETED FLOORS
TYPES OF FLOOR CLEANING AND MAINTENANCE
Types of floor cleaning Equipment and supplies

1. Sweeping- removing dirt and trash from floors Soft broom for fine surfaces like cemented floor,
using sweepers and dust pan. vinyl.
Stick broom for hard surfaces like grounds,
Carpet sweeper for carpets
2. Vacuuming – elimination of embedded dirt on Ordinary vacuum cleaner or Hydro-vacuum (wet
floors using a vacuum cleaner. and dry vacuum) for wet and dry surfaces)
3. Dust mopping – Dusting away dirt on floors Dust mop
using mops.
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HOUSEKEEPING NC II
4. Damp mopping – mopping the floor with Floor mop

lightly wet mop to clear the floor of dirt and soil. Mop wringer for squeezing excess water and to
This is the fastest and best way to make a follow prevent dripping.
up cleaning.
5. Spray buffing – spraying the floor with a buff Sprayer Buffing solution
finish to clean and restore its gloss and prolong Nylon pads Floor polisher
its beautiful appearance.
6. Shampooing – removal of embedded dirt and Push brush
stains using carpet shampoo either manually or Carpet shampoo
by the use of a machine. This process applies to Pail of water
carpets. Shampooing machine
7. Extraction – is the process of extracting
deeply embedded dirt and soil in carpet Carpet extractor
especially those in inner layers that cannot be
removed by shampooing.
8. Carpet drying - drying of the carpet after it Carpet dryer
has undergone shampooing.
CARE AND MAINTENANCE OF THE DIFFERENT TYPES OF FLOORS
A. Hard Floors
They are called “hard” because they are tough 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 in some utility areas.
Care and protection:

1. Protect hard floors from scratches, water-born stains, dirt and discoloration by sealing them
using floor sealers.
2. Wipe off right away any spillage on the floor.
3. Avoid using hard cleaners like soap since they can build up and create problems when it’s
time to put maintenance coat on the floor.
4. Place floor mats at entrances to trap dirt, sand and grit so that they do not get into hard floors.
5. Prevent scratches by not dragging furniture unto it. Lift it when moving it.
6. Vacuum with a brush attachment-don’t use vacuum with beater bars.
7. Close curtains and blinds or add sheer drapes to protect hard floors from the sun’s intense UV
rays. Direct sun can discolour the hardwood floor.
B. Resilient Floor
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.
Care and Maintenance:

1. Due to the residues that develop during the manufacturing process, new resilient floors should
not be waxed immediately after installation.
2. For the care of resilient floors, an emulsion wax is recommended. First sweep the floor to
remove dust and to loosen dirt from floor. Apply a small quantity of this emulsion wax on the
floor using a mop and spread it evenly.
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HOUSEKEEPING NC II
3. To prevent damage while removing chewing gum, candle wax and tar from floor, use an ice
cube in a plastic bag and place it on the problem spot area to harden the gum, scrape the dirt
with a dull edge tool.
4. To remove black heel marks from floors without reducing the entire floor, rub the marks with a
fine steel wool or nylon net that is dipped in emulsion wax. Rub the area gently then buff.
5. Excessive use of water or harsh cleaners cause tiles to loosen. Use mild cleaner and avoid
flooding the floor with water when cleaning.
C. Wooden and Parquet Floors – comes from wood.

Care and Maintenance:
1. When spills occur on wooden floors, wipe them immediately with a damp cloth or sponge.
2. When the spots appear, remove them by pouring a little amount of liquid wax on them. Rub
them gently with very fine steel, buff immediately with a clean cloth to make them look shiny.
3. Buffing waxes need not be applied everyday as these waxes gives floor long-lasting
protection. Apply only when floors look dull, buffing once a month will do.
4. Apply waxes in areas that get heavy wear and becomes dull.
5. Stubborn spots on wooden floors maybe removed during waxing on in between cleanings by
rubbing them with a fine steel wool dipped in liquid wax.
D. Carpeted Floors
Carpeted floors are made of fibers. They need special attention. Improper cleaning and
treatment can destroy the fibers and turn them into a worn out carpet. Carpets are to be cleaned
daily with a vacuum cleaner. If heavily soiled shampooing is necessary using a manual method
or through the use of a shampooing machine.
Carpet Maintenance:
1. Make sure the carpet is properly installed. If this is not done correctly, it will buckle and wear
out a lot more rapidly.
2. Vacuum frequently so that dirt will not accumulate. When vacuuming cannot be done
immediately, keep dirt to the minimum by using a carpet sweeper.
3. Place a mat at all entrances to trap dirt that can penetrate the carpets.
4. Implement a spot removal plan.
5. Occasionally or as needed, clean by extraction.
*Dealing with Carpet Stains and Spills*
When stains appear in the 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 stained by scraping them with the dull side of a knife or through the use of a
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.
Three Types of Carpet Stains and their Remedies

Classification Remedies
GROUP A Sponge the spill lightly with cold water and wipe with a sponge
Soft drinks, alcohol, candy, urine, or tissue paper. For stubborn stains, sponge a detergent
excrement and starches solution rinse with clean water, blot dry with paper towels, and
then completely dry, and brush up the affected areas.
GROUP B Remove or blot away the spilled substance, working from the
Ink face creams, butter and other oily edge toward the center to avoid spreading the spill. For
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HOUSEKEEPING NC II
or greasy substances scraping, use a spoon or the dull side of a knife. Sponge the
affected area with cleaning fluid, then brush off.
GROUP C Blot out or scrape the spilled substance. Then sponge the
Combination of A and B and include detergent solution. If stains remain after the area is dry, use
shoe polish, coffee, vomit, blood and cleaning fluid.
crayon
Removing Spots on Carpets

Source of
spots/stains Solution
Sugar and starch Wipe spot with a cloth or sponge then rinse it with clear water. Use dry cleaning
fluid or an absorbent powder cleaner.
milk Sponge with a solution of water and detergent, then rinse it with clear water.
Ink If a spot is caused by a washable ink, use a damp, absorbent cloth. If the stain
comes from a ballpoint mark, use dry cleaning fluid.
Pet Spots Sponge urine spots of pets thoroughly with clear water then blot it off quickly. Go
over the spot and apply a solution of water and detergent, them wipe off with cloth
that is dampened with clear water, blot away any excess liquid. If the spothas dried
out, saturate it with solution of ½ cup vinegar to 1 cup of warm water and let it stand
for a few minutes. Blot and repeat the treatment until the discoloration disappears.
Then dry carpet as quickly as possible.
Wax If the wax has dried, use a stiff bristle brush to remove solid matter. For spots
caused by paste or liquid was or furniture wax, use a dry cleaning fluid. If stains
remain, rub it with warm soapy water or a foam-type rug cleaner. Spots from self-
polishing floor wax should be cleaned with warm water and detergent. If 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 ends 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.
ACTIVITY 5: FLOOR STRIPPING
Materials needed: Mop Hand gloves Polisher

Mop wringer Floor stripper or wax remover
S NS NP
No. Procedures 2 1 0
1 Gather all needed materials and place then near your working area.
2 Sweep or vacuum the floor thoroughly. Remove sticky deposits or material
with a putty knife.
3 Place the sign in the working area “Wet Floor, watch your step”
4 Mix 1 gallon of floor stripper to 4 gallon of water in a bucket, for every floor
area of 250 square meters. Dip the mop on the solution. Do not squeeze the
mop. Spread the solution and cover the whole area.
5 Spread the solution on the floor with a mop and let it be absorbed for 10-12
minutes.
6 Use a floor machine with an abrasive pad or brush, depending on the type of
floor.
7 Use a mop or use a wet-dry vacuum.
8 Remove all cleaning solution, using a clean mop. Use a different mop for
rinsing. Make sure the coats are even.
9 Once dried, the floor is now ready for the application of wax or floor finish.
10 Recoat when necessary.
11 Store supplies.
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HOUSEKEEPING NC II
Activity 6. SEALING FLOORS
Materials Needed: Wet mop Sealer solution Plastic liner
S NS NP
1 Place the caution sign in a visible location. Put supplies and equipment in
the floor area to be sealed. Put plastic bag (liner) into the empty bucket that
is to be used for the sealer solution, then pour sealer into the lined bucket.
Using the plastic bag liner keeps the bucket clean and keeps the sealer
from becoming contaminated with any residue that might be in the bucket.
2 Wring out gently such that the mop head is wet but does not drip.
3 Start in one of the baseboards in the farthest corner of the room.

If the entire area cannot be out-lined before the sealer dries, apply the
sealer to the floor along the baseboards covering as much of traces/outline
as possible.
4 Work by sections, do aside to side motion, starting from the farthest corner
and moving backward toward the door. Overlap the strokes. Avoid having
puddles od sealer on the floor.
5 If recoating is needed, follow the same steps above.
6 Store supplies.
Activity 7. FINISHING FLOOR
Materials Needed: Mop and mop wringer Paste/liquid gas

Finishing solution Floor polisher
S NS NP
1 Assemble all needed material and place them all near the working area.
2 Prepare the floor for mopping. Dip the clean mop into the bucket
containing the finishing solution.
3 For non-buffable finishes, dip the mop in the bucket of finishing
chemical then damp-mop the floor very lightly. Mop should be full but
not dripping.
For floors fits for buff-able finish, mop should be wringing almost dry to
make a thin coat
4 Apply the floor finish. Wring it as tightly as possible through the mop
wringer/squeezer. Start the application in a corner of the room opposite
the door or work towards the door.
5 Coat the edges of an area small enough to be covered easily before the
finish begins to dry.
Re wet the mop with a floor finish to make sure the finishing chemical is
applied evenly.
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HOUSEKEEPING NC II
6 Allow time for thee floor finish to dry. The allowance for drying is at least
one hour.
7 Apply another coat when necessary. Apply the succeeding coat of finish
only after the first coat is thoroughly dry.
8 Store supplies.
Activity 8. FLOOR POLISHING
Materials Needed: Floor polisher Polishing or scrubbing pad Polishing pad Steel wool
Wax Mop Hand gloves Caution sign
soft broom & dustpan
S NS NP
1 Assemble all needed materials and supply. Place it near the working area.
2 Install caution sign, place it in such a way that it can be easily seen.
3 Roll steel wool on the polishing pad. Insert or attach it to the brush.
4 Start from the corner to make sure that no portion is missed out.
5 Pour wax directly to the mop and start applying evenly to the floor. Allow the
wax to dry for about 10-15 minutes.
6 Preferably use a polishing pad. If the wax on the floor surface is very thick, the
floor should be wet-scrubbed.
7 Use the soft broom and dustpan moving from one corner to the other.
8 Store supplies.
Activity 9: CARPET SHAMPOOING AND SPOT REMOVAL
Materials Needed: Vacuum cleaner Pail and dustpan Caution sign

Shampooing machine Stain remover solution Rags, broom
Push brush or hand brush
S NS NP
1 Assemble all needed materials and place them near the working area.
2 Use a stick broom and dustpan. Clear the area of foreign and pointed objects
like pins that can damage the vacuum cleaner.
3 Using a vacuum cleaner, start from on corner to the rest, moving towards
edges and corners.
4 Shake the can very well. Apply the solution directly unto the stained areas
using a hand brush.
5 Dilute the shampoo using 1 galloon solution for every 8 gallons of water for
heavily soiled areas like function rooms.
Apply shampoo using machine or manual method. Do not over wet or use
excessive water. Always start at the far end corner of the surface.
6 Vacuum the area once again after shampooing to remove the foam residue.
Use hydro-vacuum machine to completely dissolve soil and moisture.
7 Push brush the carpet fibers to make it easier for the carpet to dry up, thus
making it look better.
8 Let the carpet dry.
9 Store supplies.
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HOUSEKEEPING NC II
UNIT OF COMPETENCY : PREPARE ROOMS FOR INCOMING GUESTS

UNIT OF DESCRIPTOR : The unit deals with the skills and knowledge required from
housekeeping attendants to prepare rooms for guests in a commercial accommodation
establishment.
Introduction:
Guestrooms in hotels, resorts and other lodging establishments are also maintained by the
Housekeeping Department. Small hotels with only a few rooms to maintain usually have only one
manager or supervisor to attend to both public areas and guestrooms. But when the hotel is quite
large, maintaining hundreds or thousands of guestrooms, a department or section for rooms
maintenance is established under a section head. Each floor or area is under the direct
supervision of a floor supervisor.
The Rooms keeping section is manned by room attendants, also known as room boys, (if male)
and chambermaids (if female). Some large hotels hire mini bar runners who are responsible for
mini bar transactions such as set up, replenishment and inventory of min bar stocks. Room
attendant are given a specific room assignments in a specific area or guest floors like floor 2-4,
or cottages 1-5. They report directly to the floor/area supervisor.
Guestrooms are serviced twice a day-morning and late afternoon up to evening.
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HOUSEKEEPING NC II
Room attendants who report for the first shift (usually between 6:00 in the morning up to 2:00 in
the afternoon) 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 for
task that need to be completed or to be initiated for the afternoon and evening. The night service
is also executed by the second shift. This includes turndown of beds, make-up of the bedroom
and bathroom, attending to late check-outs, refill of thermo jug with water, attending to service
request and other guest services.
NATURE AND SCOPE ORF ROOMS MAINTENANCE
Guestrooms are serviced and maintained through the following services:
1. Maintenance of order and cleanliness in all guestrooms, to include:

a. Regular cleaning of guestrooms
b. Orderly arrangement of fixtures and guestroom amenities
c. Installation and replenishment of guestroom amenities
d. Continuous checking of the condition of guestroom and facilities and taking corrective
action
2. Safekeeping of lost and found items
3. Installation and control over mini bar items
4. Coordination with other departments on matters involving guestroom maintenance,
particularly:
a. Engineering of Facilities Maintenance for the needed repair or maintenance work

b. Front office for room blocking and information on out of order rooms;
c. Linen and laundry section for linen requirements and the processing of guest laundry;
d. Security office for the investigation of losses in guestrooms and other security matters;
e. Purchasing office for the procurement of room amenities and other requirements;
f. Accounting for budget requirements and control of stock issuances;
g. And Human Resource Department for the recruitment and training of Housekeeping staff
and arrangement of their work schedule,
5. Provision for other services to house guests like:

a. Baby sitting
b. Request for seamstress
c. Extra beds, linen, towel, pillow
d. Provision of facilities like hair dryer, adaptors, transformers
e. Shoe shine service
The hotel must specify which item can be lent out to guests free of charge and which ones will be
charged and how much is the cost of charges.
6. Attending to other guest’s needs and concerns
7. Pick up and delivery of guest laundry.
CLASSIFICATION OF GUESTROOMS
A. ACCORDING TO NUMBER OF BEDS
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HOUSEKEEPING NC II
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 occupied by one or two persons.
4. Double-double room has two double beds or 2 queen beds, occupied by

two or more person. It is sometimes called TWIN DOUBLE.
5. Triple room is occupied by three people, may have 3 single beds or 1

double bed or 2 single beds plus a roll away bed.
6. Family room has at least 1 double bed, plus additional single and/or sofa
bed designed to accommodate one small family.
B. ACCORDING TO PRICE, LAYOUT AND FACILITIES
1. Economy room-is designed an economical rate, usually short of some standard facilities like
airconditioner, television and other amenities.
2. Standard room-is sold at moderate rate, equipped with standard facilities and amenities like
aircon, private toilet and bath, toiletries, television, bed, nite table, coffee table and other basic
amenities.
3. De Luxe 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 off
the more expensive and superior brand. The interior is also more elegant. Additional luxury
amenities are also set up, bath robe, slippers. VCD, mini ref, mini bar, recliner, coffee set and
many others.
4. Studio room - has a studio bed or a couch which can be converted into a bed. It may also be
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 flatwares.
5. Connecting rooms consist of two or more rooms with entrance doors from the outside door
between them. Guest 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 SUITE
1. Junior Suites is a room with a bed and a sitting area (usually a small lounge), there maybe
small, separated bed, connected to the living room or parlor. It is also called a mini suite.
2. Penthouse Suite is usually located on top floor of the property.
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HOUSEKEEPING NC II
3. Executive Suite is designed for a top executive, with facilities and amenities of superior
quality.
4. Hospitality Suites is used for entertaining visitors, serving as function room or a parlor.
TYPES OF BEDS
1. Single bed: a bed approximately 36 inches by 75 inches in size.
2. Double bed: bed that can accommodate a couple or two individuals. It is

approximately 54 inches by 75 inches in size.
3. Queen bed: is an extra long, wide bed, about 60 by 80 inches in

size.
4. King bed: an extra long, extra wide bed with a width of 78

inches and length of 80 inches.
5. Roll-away bed: a portable bed, usually installed

for an extra person in the room
6. Pull out bed: bed that is inserted into a bed and pulled out when used. It is advisable for
small rooms as it is space saving.
7. Sofa bed: couch that is convertible into a bed.
ROOM STATUS
During room check, the room supervisor checks the status of each room using the code below. He
prepares the room status report and endorses it to the Front Desk Clerk as a reference in assigning rooms
to guests. This report is important to prevent double booking or assigning of out of order or dirty rooms to
guests.
STATUS STATUS
CODE
OC Occupied clean The room is occupied and has been cleaned and made up.
OD Occupied dirty The room is occupied but not yet cleaned.
VR Vacant ready The room is vacant, already made up and has been checked by the
supervisor; ready for sale.
VC Vacant clean The room is vacant, already made up but not yet checked by the
supervisor.
VD Vacant Dirty The guest has checked out and the room is ready for cleaning.
HSUD House use Dirty The room is occupied by non paying person (usually from the hotel) and
the room is not yet clean.
HSUC House use clean The room, occupied by non paying person is already clean.
OOO Out of order room Room is under renovation or not fit for occupancy since it requires repair or
maintenance work.
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HOUSEKEEPING NC II
BLO Blocked Room is reserved for a guest who is expected to arrive within the day.
NS No show The room is reserved but the guest did not show up or has not arrived.
SO Slept out The guest slept outside the hotel.
HU House use Room is occupied by an officer or staff of the hotel or the owning company.
DND Do Not Disturb Guest posted the DND sign and does not want to be disturbed.
TERMINOLOGIES USED TO DESCRIBE VARIOUS TYPES OF GUESTS
1. Very important persons ( VIP ) – refers to a well renowned guest like a high ranking official
or an executive who warrants special treatment and handling.
2. Very, Very Important person ( VVIP ) - is a highly renowned person who deserves extra
special treatment. Ex. Dignitaries, ambassadors, etc.
3. Free Independent Traveler (FIT) – or Foreign Individual Tourist refers to a tourist or a
traveller who is traveling alone or is not with any tour group.
4. Joiner is a person joining another guest in the same room.
LIST OF ROOM AMENITIES IN COMMERCIAL HOTELS,

RESORTS AND LODGING HOUSES
Standard room amenities for all commercial lodging houses:
ITEMS/SUPPLIES
A. Bedroom Amenities
1. DND ( do not disturb) sign place at the door 13. Room service menu
knob Maybe placed on top of the nite table or the coffee
2. Make Up sign placed at the door knob table or inserted into the guest’s folder.
3. Closet with at least 4-6 hangers inside 14. Service tray with thermo jug filled with cold
water; 2 glasses with cover.
4. Beds 15. Telephone with In House telephone directory.
Single bed 36 by 75 inches
Double bed 54 by 75 inches Place on top of the nite table.
Queen bed 60 by 80 inches
King bed 78 by 80 inches
Roll away bed 16. Evacuation route/Fire exit directional signs
Installed for an extra occupant in the room. usually posted at the back of the entrance door.
5. Bed Linen
a. Bed skirting placed in the box spring. 17. Garbage can, underlined with plastic liner.
One side the bathroom beside the toilet bowl (right
side) one inside the bedroom.
b. bed pad 18.Laundry bag with pressing/ Laundry List
placed on top of the mattress as protection The bad is folded and neatly placed inside the
against stains drawer of the dresser, together with the Laundry List.
c. Bed cover 9 maybe a comforter or duvet) 19. Shoehorn and shoe cloth
place on top of the finished bed. Placed inside the closet
d. Flat sheets 20. Safety box deposit box.
The size must fit the size of the bed. For keeping guest’s valuables inside the room. It is
usually placed inside the closet.
f. Pillow with pillow slip and pillow case. B. BATHROOM AMENITIES
One 1. Bathroom Linen
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HOUSEKEEPING NC II
g. pillow per occupant. Bath towel 25” x 54” – 500 grams

Hand towel 18” x 33” 150 grams
Decorative pillows maybe added to add appeal Face towel 13” x 13” 60 grams or wash cloth
to the bed. 2 towels per room
1 towel per occupant
f. Luggage rack 2. Bath mat - 20” x 30” – 450 gms.
it maybe placed at the foot of the bed. To be hanged on the side of the bath tub.
7. Dresser table with vanity mirror and a dresser 3. Toilet tissue
chairplace inside the bedroom. Rolled into tissue dispenser inside bathroom
8. TV set for guest’s entertainment and 4. Amenity Basket or Tray containing: hair shampoo
relaxation and conditioner, lotion, morning kit, shower cap,
soap, body scrub, bubble bath if a bathtub is
installed.
9. Wall lamp. Posted on the wall 5. Sanitary bag. In the sanitary bag holder
(bathroom)
10 Nite table with night table lamp on top of the
table is a telephone, in house phone directory, 6. Shower curtain
room service menu, under the table is a safety
and security booklet and bible.
Place it beside or in –between the two beds.
11. Coffee table with at least 2 chairs
12. Guest folder or compendium House rules for guests maybe placed inside the
Contains envelope, stationary, ball pen, post guest folder or posted at the back of the door.
card, directory of hotel services, guest comment
survey, where to find me, safety handbook, and The safety manual containing safety measures
other information. during an emergency can be placed inside the folder
It is place on top of the dresser table or nite or on the drawer.
table.
LUXURY AMENITIES
1. Bath tub 2.DVD player
Usually installed for de luxe and superior rooms
3. Bath robe in bathrobe tray. 4.Sofa set
5. Water heater with 2 cups and saucer, 6. Refrigerator
teaspoon and sachet of coffee, tea, creamer and Mini bar items like bottled and canned drinks,
sugar and 2 bottles of mineral water chocolates, etc. are placed inside
7. Recliners 8. Facial tissue inside the dispenser if any
9. Hair dryer for ladies, shaver for men 10. additional amenities for the amenity basket
Shaving kit contains shaver and shaving cream.  Slipper inside closet
Placed in the amenity tray or amenity basket  Sewing kit
 Morning kit ( small package of tooth brush
and tooth paste)
 Comb sealed/wrapped in plastic
11. Kitchenette with microwave, coffee maker
and a set of cutleries, plates and glasses.
VARIOUS FORMS AND DOCUMENTS INSTALLED IN GUESTROOMS
1. Where are You: Form – 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.
Where are you?

Date: ____________________________
I will be at: ________________________________________________________________________
From ________________ AM./PM to ______________________ AM/PM
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HOUSEKEEPING NC II
Comments/Message
____________________________________________________________________________________________
__________________________________________________________
Name:_____________________________________________________________________
Room No. _________________

Signature: ______________________________________
( Please leave this message at the Reception counter)
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.
GUEST COMMENTS FORM
To help us maintain our rooms in the best possible condition please comment on the little things that are out of
order and may have been overlooked by the Housekeeping or maintenance Department.
Date______________________ Room No. ____________________

Time: _____________________
____________________________________________________________________________________________
__________________________________________________________
Please leave this in your room for pick- up of room attendants or directly at the Duty Manager’s desk if you want
prompt action.
Thank you for your cooperation.
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 behaviour that could create serious
damage to property or disturb other guests.
HOUSE RULES AND REGULATIONS
WELCOME TO OUR HOTEL!
We are all pleased to have you in our HOTEL and we certainly want to make your visit safe and pleasurable. But
while are taking all possible efforts to ensure your comfort and safety, we can only succeed with your cooperation.
Hence, these house rules and regulations are designed for your protection as well as the rest of our house guests.
As provided in the Provisions Governing Accommodation (Article 10), it is stipulated that in the event that the rules
are violated, the hotel reserves the right to terminate the guest’s stay or make him/her liable for the consequences
of the violation.
FIRE PREVENTION PRACTICES TO BE OBSERVED:
To prevent fires and other accidents we wish to require everyone to refrain from:
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HOUSEKEEPING NC II
1. Cooking food, ironing clothes and using heating appliances like burners, etc. inside the guestrooms.
Laundry service is available in the hotel.
2. Smoking in bed and throwing lighted cigarette butts in garbage cans;
3. Other behaviour which might cause fire or endanger other guests;
For everyone’s protection, we request our guests to observe the following:
1. The room door should be locked when leaving the room. Be sure to lock the door inside and put the door chain
on while inside the room, especially when going to bed.
2. Be sure to identify the person who comes to your room before opening. If a suspicious person wants to enter
your room, call the Front Office by dialling 000.
3. You are advised to refrain from entertaining in your room any stranger who is not known to you.
4. For the protection of our guests, we have made a policy not to allow unescorted (by registered occupant) joiner to
enter the guest room from 10 PM to 6 AM.
5. Unregistered guest or joiners are not allow to stay overnight inside guestrooms. They should first register at the
front desk.
6. Switch off the air conditioner and lights before leaving your room.
7. Switch off the shower after using them.
8. Should you spot any safety or security hazard in your room or anywhere in the hotel, report it immediately to the
Front Desk.
9. Do not entertain calls or any transaction from unknown persons. The hotel will not be responsible for whatever
untoward incidents that may occur from such transaction.
10. Guests are required to secure clearance from the Front Desk before leaving the hotel. For groups, the said
clearance shall be endorsed to group coordinator.
11. Amenities in the room except consumable like toilet paper, shampoo, coffee, etc. are meant to be used during
the guests stay in the hotel. They are not intended to be given away as souvenirs. Lost amenities shall be
charged to the guest upon check out.
12. Refrain from disturbing activities that annoys other guests like running, shouting, loud music, etc.
13. The guest rooms are not to be used as showrooms or as business center where business transactions are
made like interviews, business meetings, etc.
14. Removal of fixtures and equipment inside the room or using them for purposes other than what they are
intended for.
HANDLING OF VALUABLES AND STORED ARTICLES
1. For the protection of your cash and other valuables, deposit them at the safety deposit box found at the Front
Office. In the event of the above procedure is not observed, the hotel will be not responsible for any loss, or
damage to valuables.
2. Disposition of lost articles will be handled in accordance with the law.
3. Stored articles will be kept up to six months, after that they will be disposed of by the hotel as an abandoned
article.
4. Keys should be deposited with the desk clerk when going out of the hotel. Lost keys will be charged for
P_______.00
PROHIBITED ARTICLES
The following articles can be nuisance or can endanger the safety of house guests and therefore not allowed to be
brought into the Hotel.
1. Animals, birds (as pet)

2. Articles with offensive odor and those that create disturbing noise.
3. Explosive and flammable articles such as gunpowder and gasoline.
4. Dangerous weapons like guns, swords, etc. they should be deposited to the Security Office or Duty Manager’s
desk if no security office.
5. Prohibited drugs
PREPARATIONS FOR QUALITY ROOMSKEEPING
Prepare for the Job.
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HOUSEKEEPING NC II
A. Be on time! Time in the Bundy clock or timesheet.

B. Come to work clean and properly groomed-clean uniform, right shoes well polish, hair neatly
comb,etc.)
1. Get your schedule and daily assignments from your supervisor.

2. Determine the tools and equipment needed including the cleaning supplies and
chemicals, forms, room amenities, etc.
3. Secure the needed tools, chemicals and supplies from their storage area and account for
them.
4. Get keys ( if you are the room attendant).
5. Load and arrange supplies in the trolley or in a caddy box.
6. Report for briefing.
SET PRIORITIES
1. Secure a room status report from your supervisor.
2. Prioritize rooms cleaning as follows:
First - Check-out rooms, especially those blocked for arriving guests
Second - Rooms with Make-up request of guest
Third - Occupied rooms without request and without a “Make-up” sign
Fourth - vacant rooms that need 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 status
report so that they have a basis in prioritizing the room cleaning.
5. Secure keys or card
STOCKING AND CLEANING THE ROOM 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 any 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 chemical sprayers to avoid mixing them with other chemicals.
8. Stock the cart by putting all the guestroom amenities on the shelves.
9. Place the folded bed sheets and towels in the second shelf of the cart.
10.Put all the chemicals at the lower level of the shelves including the tools like scouring pad, 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 plastic under liner on the trash.
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HOUSEKEEPING NC II
When are Rooms Made Up or Serviced?
1. Daily, unless the guest refuses a room make-up as when a DND “DO NOTDISTURB”
sign is hanged on the door knob of the guest’s room.
2. Whenever a room is vacated through checkouts.
3. Whenever there is a make-up request. The guest usually hangs in the door knob the sign
“ PLEASE MAKE UP THE ROOM”.
ROOMS CLEANING AND MAINTENANCE PROCEDURES
Conduct a Room Check

Every morning, the floor/area supervisor, together with the room attendant assigned in the area
shall perform a routine room check in every guestroom purposely to check:
 If the room is still occupied;
 If the beds in the guestrooms were slept on;
 If there are unregistered joiners who occupied the room;
 If the guest is out and the room is ready for make-up;
 If the guest has soiled clothes for laundry;
 If the guest is in good condition-neither sick nor high in drugs, etc.
Room check must be done with caution and tact. Some guests get very irritated 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
A. Room with DND sign
1. Look for DND sign on the door knob and do not knock if the sign in on.
2. Call the guest through the phone in the afternoon. Once he/she responds, identify
yourself and apologize for the disturbance. 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. I’m sorry
for disturbing you. I just want to know if you want your room to be made up.”
3. If the guest is not yet ready for the service, ask when he wants the service done.
“ Would like us to do the make up later? At what time sir/ma’am?”

4. Jot down the exact time of the request in your productivity report. If it is beyond your duty
hours, endorse the request to the incoming supervisor using the logbook.
B. Rooms without a DND sign and No Guest Inside:
1. Knock twice gently on the door by using your knuckles or by activating the doorbell. Do
not use your room keys or sharp object when knocking as they can create loud, irritating
sound. Announce “ Housekeeping” if no one answers, knock again three times.
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HOUSEKEEPING NC II
Give allowance of few seconds in between knocks or between activation of a doorbell.

Leave the room if no one responds.
2. Call the guest in the afternoon and if there is no answer, gently open the room to check
the room status.
3. Submit one copy of the room status report to your supervisor who will endorse the report
to the front desk. The desk clerks will counter check the actual room status against those
stated in the room status bulletin of the front desk.
C. Guest is in his room and there is no DND sign

1. If the guest is inside the room but does not answer, open the door slowly and apologize for the
disturbance.
2. Greet the guest good morning, introduce yourself and tell him/her your purpose.
“Good morning Mr. Guest, I’m the Housekeeping supervisor. May I have your permission to do
our routine room check. I just want to check if everything is in order in your room and if you have
any concern that needs attention.”
3.Ask the guest if he/she 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?”
1. If the guest is not yet ready say: “ When do you want the cleaning of your room?”
2. If the guest appears to be irritated or disturbed, apologize and explain why you have to do
the room check. Say:
“ I’m so sorry to disturb you sir but we need to do a room check if only to insure that everything
in your room is in order and also to check if you have any special request or concern”.
After the room check, thank the guest and wish him a pleasant day. “Thank you sir. Have a
nice day. Please call us should you need any assistance”.
3. Do not insist on entering the room if the guest shows resentment or directly expresses
that he/she does not want to be disturbed.
4. Discreetly 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 the check out.
5. During the room check, also check the status of each room and indicate it in the room
status report. Enter the status of each room and indicate it in the room status report.
Enter the status in the computerized front office system or make a hard copy of the report
and endorse it to the front office.
ROOM STATUS REPORT
Floor/Area_______________ Assigned Supervisor: __________________ Date _________
Room /Cottage No. Room Status Remarks
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HOUSEKEEPING NC II
AM PM
Reported by: _____________________ Inspector ___________________
BED MAKING
Activity 12. 5 sheets Materials needed: Single bed
1 Bed skirt 1 bed pad 2 bed sheets

1 blanket 1 bed cover/comforter/duvet 1 pillow
1 pillow case 1 pillow slip 1 gloves
S NS NP
1 Gather all needed supplies and materials, place them on the trolley.
2 Pull the bed. Strip off soiled linen and put them in the canvass of the cart or in a
laundry bag or inside a plastic, making sure it does not get in contact with your
uniform and other linen.
When stripping soiled linen, use gloves as protection against bacteria coming
from linen used by infected guests. Shake out any mattress pad, pillow protectors
and comforters that don’t need to be laundered. Remove soiled bed skirt if any.
3 If a bed skirt is used and it is already soiled, replace it with a fresh one.
4 Lay down the bed pad on the bed. Place it on top of the mattress. Keep it
smooth-flat over the bed. Secure it by tucking-in the garter on the corners.
5 Lay down the 1st sheet evenly with right side up. Miter the corner, then tucks
tightly and wrinkle free .
6 Lay down the 2nd sheet. Spread the sheet with right side down. Aligns top edge
with the head portion of the mattress
7 Spread the blanket evenly on top of the 2nd sheet with 6-12 inches away from
the head portion of the mattress.
8 Fold top of the 2nd sheet 6-12 inches away from the edge of the mattress.
Fold the remaining 2nd sheet back towards the edge of the blanket.
Fold back the original distance of 6-12 inches away from the head portion of the
mattress.
Fold the top of the 2nd sheet towards the edge of the blanket and top sheet.
9 Tuck 2nd sheet, blanket, in each side tightly. Smoothens top of the sheet wrinkle
free. Miters foot of the bed.
10 Spread the bed cover evenly. Align the lower edge of the bed cover at the foot
portion of the mattress.
Smoothens top of the top cover.
Fold top of the bed cover “6-12” away from the head part of the mattress- to allow
38
HOUSEKEEPING NC II
space for the pillow.

11 Put pillow inside pillow case. Place pillow inside pillow case, tuck in looses end.
Arrange pillow, fold cover –up covering pillow.
12 Smoothen the bed to make a nice presentation.
13 Install room amenities.
14 Spray air freshener, leave the room, close the door.
ROOM MAKE-UP PROCEDURES
Activity 13. 5 sheets Materials needed: Single room
Trolley equipped with supplies and amenities cleaning supplies

1 bed pad room make-up sign 1 blanket 2 bed sheet
1 bed cover 1 pillow slip 1 pillow case 1 pillow
S NS NP
1 Clean the trolley.
2 Assemble all needed supplies and materials.
3 Place the cart in front of the room and knock.
4 Hang the room MAKE-UP sign.
5 Draw the curtain. Take out the tray.
6 Empty all trash cans and basket, wash and dry.
7 Remove cobwebs from the ceiling.
8 Wash hands.
9 Wash and wipe drinking glasses. Wrap with plastic.
10 Refill thermo jug.
11 Make up the bed. Pull the bed.
12 Push back the bed.
13 Clean and vacuum the floor.
14 Dust furniture and fixtures, polish the mirror.
15 Sweep the floor
16 Replenish guestroom amenities
17 Make up the bathroom
18 Replenish bathroom amenities
19 Check mini bar and replenish stocks.
20 Mop the floor
21 Check overall condition of the room
22 Spray the room with air freshener
23 Leave the room
24 Close the door.
25 Store supplies.
EXECUTING NIGHT SERVICE AND TURN DOWN OF BED
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HOUSEKEEPING NC II
Turn down service is one of the special services in which a room is cleaned and refreshed, and
bed linen is turned down for sleeping, usually during the period wherein the guest is not in the
room.
This procedure is done late in the afternoon by the night service room boys.
Night Service
Night service starts by late afternoon up to 6:00 AM the following day.
Before leaving, the outgoing supervisor must endorse all unaccomplished tasks and important
instructions like pending service requests to the incoming night shift supervisor. These
instructions must be logged down in the logbook. When the incoming supervisor reports for duty,
he must immediately check the logbook for instructions. The keys should also be properly
endorsed following the key handling procedures.
Task of midnight service crew usually include:

 Follow up completion of unfinished tasks by earlier shifts;
 Attending to guest’s requests like installation of extra beds, etc.
 Preparation of reports and
 Make-up of late check- out rooms
EXECUTING TURN DOWN

Activity 13:
Materials needed: Room boys cart complete with stock of supplies and amenities
2 1 0
1 Roll the room boy’s cart towards the guest room. Place the cart in front of
the door.
2 Activate the doorbell or knock gently.
3 Hang the make-up sign to alert others that the room is being serviced.
4 Turn down the bed. Remove the bed cover, fold it neatly and place it inside
the closet.
Fold the right corner of the blanket in triangular position.
5 Draw the heavy curtains back.
6 Refill thermo jug.
7 Remove room service tray if there is any.
8 Replenish the towels and other bedroom amenities.
9 Check the garbage can for trash that needs to be disposed.
10 Empty and wash the ashtray (if any).
11 Wash soiled drinking glasses. Wrap with plastic.
12 Check the bathroom. Replenish bathroom amenities.
13 Turn off the lights but leave one lamp on.
14 Leave the room, close the door.
INSPECTING A VACANT, CHECK OUT ROOM
Activity 14:
S NS NP
No. Steps 2 1 0
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HOUSEKEEPING NC II
1 Have a pen ready, place them in your clipboard or folder.

2 Activate the doorbell or knock gently.
3 Proceed with the chain lock.
4 Do the inspection clockwise
5 Check the shoehorn inside the closet.
6 Proceed to the luggage rack.
7 Check the condition of the television set.
8 Check the laundry paraphernalia.
9 Check the coffee table
10 Check the night table, telephone, radio and alarm clock.
11 Check the beds
12 Check the air-con
13 Check the bathroom
14 Release the room for occupancy
15 Make a room status report.
16 Leave the room, close the door.
UNIT OF COMPETENCY : PROVIDE VALET/BUTLER SERVICE

UNIT CODE :TRS512310
UNIT DESCRIPTIOR :This unit of competency deals with the skills and
knowledge required to provide specialist valet/butler
services in a commercial accommodation
establishment. This role would generally be
undertaken by experienced staff members with sound
organizational and interpersonal skills.
A butler is a domestic worker in a large household. In great houses, the household is sometimes
divided into departments with the butler in charge of the dining room, wine cellar, and pantry.
Some also have charge of the entire parlour floor, and housekeepers caring for the entire house
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HOUSEKEEPING NC II
and its appearance. A butler is usually male, and in charge of male servants, while a
housekeeper is usually a woman, and in charge of female servants.
Traditionally, male servants (such as footmen) were rarer and therefore better paid and of higher
status than female servants. The butler, as the senior male servant, has the highest servant
status. He can also be sometimes used as a chauffeur.
In modern houses where the butler is the most senior worker, titles such as majordomo, butler
administrator, house manager, manservant, staff manager, chief of staff, staff captain, estate
manager and head of household staff are sometimes given. The precise duties of the employee
will vary to some extent in line with the title given, but perhaps, more importantly in line with the
requirements of the individual employer. In the grandest homes or when the employer owns
more than one residence, there is sometimes an estate manager of higher rank than the butler.
VALET SERVICE
One of the primary roles of the laundry is to provide valet service to guests. A a valet service
indicates to the guest that the hotel has a laundry facility either in-house or outsourced. It is now
international practice to provide valet service. Most international chains would certainly provide
one. A valet is one who, on call, fetches soiled linen from guests and return them either washed
or dry cleaned as per the demands of the guests. In hotels the contract out laundry services, the
valet service is provided by housekeeping. Some hotels may assign this task to bell boys at
night. The house telephone directory in the room would list a number for valet service. That
telephone connection may fall at the Laundry desk attendant’s table or the housekeeping control
desk.
Valet and Varlet are terms for male servants who serve as personal attendants to their
employer. In the Middle Ages and Ancient Regime, valet de chambre was a role for junior
courtiers and specialists such as artists in a royal court, but the plain term most often refers to a
normal servant responsible for the clothes and personal belongings of an employer, and making
minor arrangements.
Butler's Job Description:
1. Supervision of other domestic staff in one or more households

2. Hiring and organizing other household staff ( a housekeeper, cooks and maids) as well as
outside contractors and personnel (gardeners, chauffeurs and maintenance)
3. Valeting refers to the care of his client's wardrobe. This can often be a job in itself and, in
larger households, is carried out by the Assistant Butler
4. Assumes the role of a Personal or Household Secretary and, as well as keeping the family
agenda, he would be expected to carry out personal shopping for his employer, handle the mail
and be in charge of the household accounts.
5. Always be adaptable and flexible, ready to take on new responsibilities as and when his
employer sees fit. He is the byword for common sense, patience and expertise
6. Receiving guests.
7. Maintaining household security.
8. Assisting in cooking as well as serving meals and drinks to guests.
9. Arranging the table for serving meals.
10. Drawing household budgets, Keeping wine cellars and having knowledge regarding fine
wines.
11. Possession of excellent public communication skills
12. A passion for serving guests and collaborating with other staff.
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HOUSEKEEPING NC II
13. Ability to work under pressure and for long unscheduled hours.
14. Excellent managerial and supervision skills.
Room Attendant Job Description:
Standard operating procedures for hotel room attendants, or housekeepers, are taught through
the American Hotel & Lodging Educational Institute and include everything from guest relations
to how to properly make a bed and clean a bathroom. The details of the job description for a
hotel room attendant are very important because the condition of the hotel room plays a huge
role in a property's reputation
Guest Relations
Every employee of a hotel, including room attendants, is expected to warmly greet guests, no
matter whether they are working in a five-star hotel or an extended stay property. According to
the U.S. Bureau of Labor Statistics, more than two-thirds of the hotel industry's employees work
in the service sector of the industry. Hotel owners and managers rely on the customer service
abilities of their service staff to provide guests with a good feeling about their stay.
Guest Safety
The job description of a room attendant includes ensuring the safety and well being of guests.
The housekeeping staff is responsible for checking guest occupancy and verifying that rooms
have been vacated. After knocking on the door and entering the room, room attendants must
visually inspect each room before they begin any cleaning or organizing. They report any
inconsistencies to the executive housekeeper, hotel manager or housekeeping supervisor. Room
attendants also initiate requests for maintenance work.
Cleaning
To ensure they don't miss anything, the room attendant should begin cleaning the room at the
end furthest from the door. Housekeepers wipe down every surface, including tables, dressers,
televisions and headboards. Products and tools provided by the hotel should be utilized for
cleaning. The room attendant then removes the sheets and pillowcases from the bed and
remakes the bed with clean linens, tightening the edges for a crisp appearance. Vacuuming is
typically performed after the bathroom has been cleaned, just prior to leaving the room.
Bathrooms
Room attendants should always don gloves prior to cleaning the bathrooms in hotel rooms. Wet
towels are picked up off the floor and replaced with clean towels. Counters are straightened and
wiped and the mirror is cleaned. Housekeepers work from top to bottom in the bathroom, usually
starting with the mirror, in order to be thorough and remain on schedule. Shower stalls, bathtubs
and toilets are cleaned and sanitized. Toiletries that have been used should be replaced.
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HOUSEKEEPING NC II
Administrative Duties
Room attendants primarily work morning and afternoon shifts to make up rooms for guest who
are staying and prepare the rooms for new arrivals. Hotel room attendants typically arrive at work
in time for a brief staff meeting with the housekeeping supervisor when they are updated on
ongoing hotel activities and provided with their room assignments. They receive a log that
includes every room to complete before they leave each day.
Garments Folding, Packing and Unpacking:
Follow accordance by the guest request:
 Breakable materials should be wrap in paper or plastic bubble and place on the center of
the clothes.
Shoe shine:
1. Change into some old clothes.

2. Clear an area and put down newspaper.
3. Remove all dust and dirt by wiping the shoe, especially the heel and sole, with a cloth. If your
shoes are really dirty, or if the shoes have stains use a leather cleaner such as saddle soap.
Ivory soap or Murphy’s Oil soap also work. Apply the cleaner with a damp cloth (very little
water), wipe off and let them dry for five minutes before you start to shine them.
Many shoemakers recommend a conditioner to keep leather shoes soft and supple, and to
moisturize them. This keeps the leather from cracking. Some conditioners come in combination
with cleaners, which remove the old polish. When extra layers of polish build up the leather is not
able to breathe as well and perspiration can eventually break down the leather.
There are a lot of good leather conditions on the market, mostly sold for leather jackets, furniture
and purses. Some of the conditioners are known as balms.
4. Shoes will be easier to shine if you leave your shoetrees inside the shoe.
5. Make sure the polish matches the shoes. Neutral is the “color” for light colored shoes. Other
colors may have to be matched by taking one of your shoes with you when you buy polish
because some of the fancy names will throw you. Or you can ask your local shoe repairperson
what color is right.
6. Cream or Paste polish moisturizes fine leather, keeps it flexible, and soaks into the leather to
allow leather to breathe. Wax polish shines leather better than cream, but it seals the leather and
causes it to dry out. Avoid liquid polish, although it puts a fast shine on your shoes it can dry out
and crack the leather.
7. You can apply the polish with a soft, clean polishing rag; old socks will work fine. Wrap the
corner of the cloth around your first and second fingers of your dominant hand. Twist the
remainder of the cloth to tighten the portion around your fingers and hold that part in the palm of
your hand.
You may dampen the cloth.
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HOUSEKEEPING NC II
You can also use a horsehair brush dauber instead of a cloth. They’re available at shoe repair or
drug stores. If you use a dauber, you’ll need a different one for each color of polish you use.
Even coffee filters can be used to apply shoe polish evenly!
Option – if the shoe has laces you may want to remove them in order to best get to the shoe
tongue and avoid staining the laces.
Apply polish to the first shoe and let it soak in while you apply polish to the other. Start from the
heel, toward the toe on one side, and back to the heel on the other, applying the polish evenly in
a circular motion. Excess polish doesn’t help and takes longer to dry.
Option – SPIT SHINE: as you apply polish the surface will dry and the cloth will slightly drag
then add a drop or two of water (avoid spit, especially if you are eating candy or drinking beer, or
both). Continue this process over the entire shoe.
Here’s a tip from “Dan from Boston” — Use a wet sponge to apply your polish, the polish will go
on evenly and it helps add the right amount of moisture necessary for a good shine.
8. Allow the shoes to dry (about 10 minutes).

9 .Buff the shoe with a polishing brush — preferably horsehair — and use a soft clean cloth
(ladies hose work well) to bring out a high luster.
10. Liquid sole and edge dressing may be used to restore the edge of the soles.
CARE INSTRUCTIONS FOR SPECIAL SHOES:

Here are the “don’ts” of shell cordovan care:
1. Do not use “neutral” polish
2. Do not clean cordovan shoes using saddle soap
3. Do not attempt to clean cordovan shoes using petroleum distillates or cleaning fluids
4. Do not use any spray shines or aerosol type waterproofs
5. Do not attempt to dry wet shell cordovan shoes with heat or a heater. Wipe them dry, and
allow them to dry naturally
6. Do not attempt to polish shell cordovan shoes while wet
Contact with water can sometimes cause cordovan leather to form small raised areas called
“welts” (tiny bumps). This is normal, and the welts will recede once the shoes are allowed to
dry. Wipe the shoes dry as soon as convenient, and allow them to dry naturally.
Spewing, a natural milky residue of wax will often form on new shell cordovan shoes. This is a
normal residue from the tanning of the leather. Wipe it off with a soft cloth or brushing. To
remove the wax in difficult areas, such as between stitches, use a toothbrush. Exotic skins can
be treated like calfskin, or with special conditioners that keep the leather from cracking. Take
extra care when brushing to prevent scratching the surface.
Fabric shoes can be cleaned with a mild spray fabric cleaner. Let the cleaner dry to a powder
and brush off the residue with a stiff brush. You can also use Woolite. Suede can be cleaned
with a clean soft brush (like a toothbrush), or you can buy special erasers (suede bars) to
remove stains and dirt. Raise the nap on suede by applying steam from a steam iron from about
10 inches away. Also special brass-bristle brushes are available to raise the nap after cleaning.
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HOUSEKEEPING NC II
A protective non-silicone finish (like Scotchgard) sprayed on new suede shoes will help repel
water and stains.
Nubuck – (brushed leather similar to suede, but with a finer nap) treat the shoes with water
repellent, use rubber-bristle brush (not nylon) or a suede bar. Use the bar damp to clean and
condition, and use the brush to lift the nap. Patent leather can be cleaned with a damp cloth
using lukewarm water and plain soap or Windex. Shine with a smooth soft cloth. Don’t get any
of the fabric wet (like the ribbon bow).
OTHER CONDITIONS
Wet shoes. If your shoes get wet, stuff them with terrycloth or paper towels, and let them dry
away from direct heat at room temperature. Don’t polish your shoes while they are still wet.
Salt on shoes – Damaging white salt marks should be rinsed off immediately with a 50/50
mixture of white distilled vinegar and water. Wipe dry, and follow the directions for wet shoes.
Squeaky Shoes: the shoe’s soles may be breaking down due to the rubber or synthetic material,
try replacing the soles preferably with leather. Or the shank, which is made of steel, is loose or
defective. Some companies make their shanks out of leather. This is an easy replacement for
your shoe repairperson. Or the easiest the tongue may be rubbing where the shoes are laced –
just apply saddle soap to reduce the friction.
Scuffmarks on shoes can be treated in an emergency with a small amount of toothpaste on a

damp rag, and then wiped.
To keep shoelaces tied, try a light spritz of water on the laces after you’ve tied them, or pull the
laces out and rub them lightly with a candle or paraffin wax to help them stick better to each
other. Flat or waxed shoe laces stay tied better than round and unwaxed laces.
Moisture protection—Mink oil will waterproof and preserve leather, but it can darken lighter
shades of leathers. A water and stain protective spray for leather, provides water protection, and
doesn’t alter the color. You can use the protective spray inside the shoes also.
If your shoes are in really bad shape look into a complete refurbishing by the original
manufacturer. Most provide this service.
You may have to send in your shoes to the factory, but you’ll get back a pair of shoes that look
almost new.
Now that you have a beautifully pair of shined shoes you’re ready to go out on the town and
really make a great first impression. After that it’s all up to you.
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HOUSEKEEPING NC II
UNIT OF COMPETENCY : LAUNDRY LINEN AND GUEST CLOTHES

UNIT DESCRIPTOR : This unit of competency deals with the skills and
knowledge required to work in an on –premises”
laundry section in a commercial accommodation
establishment.
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HOUSEKEEPING NC II
The Laundry Department is very crucial to the success of a housekeeping department. It is

responsible to wash tons of linen and uniforms that are generated daily. The supply of fresh linen
is crucial to be able to make rooms available for sale or for food and banquet outlets to be ready
to sell their food and services. In other words, the revenue generating capacity is greatly
enhanced or impaired by the efficiency of the laundry services. A hotel always has the dilemma
as
to whether to have an in-house laundry or to outsource this service, after all hotel keeping and
laundry business are two distinct specializations.
LINEN AND LAUNDRY SERVICE
The Line and Laundry Section is responsible for the processing of all requests for laundry
service, including guest laundry, employees’ uniforms and linen used for banquet functions.
The laundry section is usually managed by a Laundry Manager or a Supervisor and is manned
with the following personnel:
VALLET RUNNER Picks ups and delivers guest laundry

This is the area where guest garments are
SORTER/MARKER/PACKING SECTION received by laundry, and sorted by several laundry
treatment required: dry cleaning and washing,
degree of soil, type of fabric and urgency of
delivery. They are labelled for identification later
and packed for guest delivery.
WASHING AND DRY CLEANING SECTION Responsible for washing and drying guest laundry
items and linen.
FLAT IRONER Does the ironing of linen used by the Food and
Beverage and the Housekeeping Department
STEAM PRESSER Performs steam pressing of delicate materials like
wool
DRY CLEANER-SPOTTER Dry cleans and does spot removal
LINEN ATTENDANT Does the recording, storage and issuance of linen
SEAMSTRESS Does mending of guest laundry or employees
uniforms
TUMBLER OPERATION SECTION This is a drying operation for towels and towel –
like material that ensures that the material of a
towel retains the fluffiness.
In big hotels with voluminous laundry job to be done, there is a rigid division of labor with one
laundry staff concentrating on one task. One is assigned to do washing, another one for dry
cleaning, one for steam pressing, etc. however, if the establishment is small, with limited laundry
job to attend to, it is not practical to have many laundry staff.
The job of a valet runner which is to pick up and deliver guest laundry can be done by the room
boy or chambermaid, steam pressing and ironing can be delegated to just one person. If there
are limited items for washing, only one washer maybe needed to handle both guest laundry and
items for house use.
If the lodging establishment does not have sufficient laundry facilities, the laundry service is
sometimes contracted to a commercial laundry.
DISTRIBUTION OF RESPONSIBILITIES OF LAUNDRY STAFF
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HOUSEKEEPING NC II
A. Linen and Laundry Supervisor : to direct, lead monitor and control all activities relating to
linen and laundry service.
Duties and Responsibilities:

1. Check the quality of the laundry service; ensure that the laundry standards are complied
with and that garments are protected from damages;
2.
3. Ensure the proper use, storage and maintenance of linen and laundry equipment, tools
and supplies;
4. Check the condition of laundry equipment. Make a schedule of preventive maintenance.
5. Maintains par stock requirements. Initiates requisition when needed;
6. Initiates and supervises weekly inventory of laundry supplies and other items; reports
losses and damages and take corrective action against reckless use of equipment;
7. Sees to it that laundered items are delivered on time;
8. Trains, coaches and supervises laundry staff, conducts performance evaluation of
subordinates as well as appraisal interview;
9. Attends to complaints regarding linen and laundry service;
B. Valet Runner: Responsible for the pick up and delivery of laundry items of guests and also
those for house use.
1. Picks up guest’s items for laundry and endorse them to sorter/marker for proper
classification;
2. Check laundry items for possible damages and immediately informs the guest about it.
Also indicates noted damages in the laundry list;
3. Inform the sorter/marker about the special instructions of guests regarding their laundry
items;
4. Helps in sorting finished laundry items that are ready for delivery;
5. Delivers processed guests laundry making reference to the tag number and the room
number. Makes sure these items are delivered on time;
6. Coordinates with the rooms keeping supervisor for the delivery of all processed items
when guests are not in their rooms;
7. Informs the laundry office of his whereabouts in case there is any call for pick up and
immediate delivery;
8. Coordinates with the front office and the housekeeping office regarding information on
room changes to avoid wrong delivery.
C. Washer ( for guest items): Responsible for washing and extracting, drying of all guests
laundry and FOC (free of charge) items.
1. Receives laundry items of guests from the sorter-marker; counter-checks number or tag
placed by the sorter/marker’
2. Sorts and classifies items according to kind, color, and degree of dirt;
3. Manually cleans with detergent the badly soiled portion of guest items prior to machine
washing; informs the sorter or supervisor regarding irremovable stains for the latter to
bring it to the attention of the guest;
4. Inspects items for damages and stains and reports any damage to the laundry
supervisors.
5. Loads the guest’s items into the washing machine and performs washing procedures.
Unloads washed items and transfer them to the laundry cart;
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HOUSEKEEPING NC II
6. Loads the extracted items to the drying machine for processing;

7. Inspects and sorts dried items and forward them to the Pressing section for pressing or
ironing;
8. Constantly check the cleanliness and maintenance of the equipment and reports any
defect to the supervisor.
D. Washer ( for linens): to attend to the washing, extracting and drying of all Housekeeping
linens such as towels, bed sheets, pillow slips and pillow cases etc. and also linen used for
dining and banquet functions.
1. Sort all dirty linens and towels brought into the laundry section;
2. Sorts all dirty linens like table cloths, napkins, and cocktail napkins received from the
different food outlets;
3. Loads items into the washing machine and perform washing in accordance with standard
washing procedures;
4. Unloads extracted items and forward them to either mangling or pressing section,
depending on the type of laundry needed; and
5. Daily cleans his work area and the washing machine.
E. Flatwork Ironer/Wrangler: responsible for ironing of linen items in the flatwork machine
following the standard procedures.
1. Prepares flatwork ironing machine for operation;

2. Sorts all items by classification before running them in the machine;
3. Feeds items neatly, straightens edges and smoothly presses wrinkles, operates the
machine according to prescribed procedures;
4. Inspects and sorts out stains and damaged linens. Refers them to the supervisor for
proper action;
5. Folds laundered items; counts and classifies them;
6. Prepares and keeps record of accomplished laundry;
7. Cleans work areas and machines after use;
8. Reports malfunction of machines to superior.
F. Seamstress: handles sewing or mending of guest room linens as well as those used for
banquet and food service operations.
1. Performs mending and repair of guest garments as well as uniforms and linen for house
use;
2. Mends and repairs torn or damaged curtains, bed cover, skirting of guest rooms;
3. Maintains the cleanliness and condition of the sewing machine;
4. Reports to superior any malfunctioning of the sewing equipment;
5. Assists line attendant in the issuance of guest room linens and banquet linen during peak
season.
G. Linen attendant/Custodian: responsible for the storage and issuance of employees’

uniforms, linens, cleaning supplies and guestroom amenities.
1. Attends to the issuance of uniforms as well as guestroom, restaurant and banquet linen,
cleaning materials, supplies as well as guestroom amenities;
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HOUSEKEEPING NC II
2. Records and accounts for all issuances of guestroom amenities, uniforms and linen used
from guestrooms, banquet and dining service;
3. Reports to the Supervisor missing articles, losses, breakages and damaged items in the
linen room;
4. Assists the supervisor in conducting inventories of linen, general supplies and uniforms;
5. Looks after the proper arrangement and storage of linen, uniforms and general supplies
in the linen room;
6. Receives all surrendered linen items; checks if they are complete and in good condition;
endorses soiled items to the Laundry Section for laundry;
LAUNDRY EQUIPMENT
Washing Machine
For washing clothes Dryer
For drying washed items
Spotting table
for removal of spots/stains Hydro extractor
for extracting moisture from linen
Flat work ironer Steam presser

For ironing flat sheets, linen, pillow For pressing delicate fabrics like
case and other flat linen wool, silk, etc.
Ironing table
Laundry cart
Used for the delivery of guest Iron
laundry
PROCEDURES FOR PROCESSING GUEST LAUNDRY
1. Guest shall fill up the laundry list and shall request for pick-up either through the Housekeeping or
Laundry Office or through the Front desk.
2. If the pick - up request is coursed through the laundry clerk, the latter shall log down any
instruction of the guest regarding the processing of the guest’s items. Then he shall call the linen
attendant, valet runner or room boy for the pick –up of the items.
3. The laundry list together with laundry items shall be picked up by concerned staff.
4. Upon pick-up of the laundry items, the attending staff will check items on the list in front of the
guest if he is around. If the guest id not around, the checking is done in the presence of a floor
guard, a room boy or a supervisor who will serve as witness to any noted damage.
If stains or damage are found in the item, the valet runner or room attendant who is assigned to pick up the
laundry will fill up the Damage Notice Form to notify the guest of the noted damage or any discrepancy in
the guest list. This notice is brought to the guest by the room boy or bell boy and the guest shall
acknowledge receipt of said notice by signing his name in the notice form.
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HOUSEKEEPING NC II
LAUNDRY DEPARTMENT
NAME OF GUEST: ___________________________________________________

ROOM NO: ______________ DATE: ___________________ TIME:_____________________
We are constrained to return to you the attached laundry items inasmuch as we have noticed the following on the
garment when it was sent to us for laundry.
( ) discoloured areas or spots ( ) double creases ( ) stains

( ) deformity ( ) with shrinkage ( ) worn-out
( ) has shiny patches ( ) with cut/tears
( ) not fit for the processing you requested.
As these are in excess of what normal, we cannot guarantee that the garment will be laundered /Dry
cleaned/Pressed to your satisfaction. Please let us know what you would like us to do.
( ) the other items are being processed to avoid further delay and will be delivered to you shortly.
Your comments: ______________________________________________________________
Thank you
LAUNDRY DEPARTMENT
If the item is not suited for the requested processing method, the guest is also notified through
the same notification form, indicating therein the recommended method for processing the item.
5. Items for washing are endorsed to the washer for processing. Upon receipt of the items, the
washer shall:
 Count and double check the items against the laundry list;
 Sort and classify them, then place the appropriate tag like:
a. blue tag if the item is for dry-cleaning
b. pink tag if the items is for machine-washing
6. The washer should hand-wash with care the items that are sent for hand washing.
7. If the item is fit for other forms of processing it is endorsed to other laundry staff; namely:
a. presser –for blouse, dresses, trousers, and related items
b. hand ironer – for normal shirts
c. utility presser – for trousers, skirt and long dresses
8. The attending staff shall double check each item upon receiving them, and will take note of
discrepancies in quality and damaged parts.
9. If the item needs no further processing, it shall be placed in its appropriate pigeon box. (if any).
10. if the item is ready for delivery, the linen attendant or valet runner shall sort them against the
laundry list, then will collect altogether the laundry items of each guest in a garment bag and
attach the laundry list to the bag.
11. If the guest is on cash basis, the laundry clerk shall prepare a voucher to be attached to the
item for billing. The payment must be made upon delivery of the items. If the guest has a
signing privilege like when he is covered by guaranteed booking, he will be asked to sign and his
bill shall be forwarded to the Front Office cashier.
12. The processed items will now be delivered to the guest. If the guest is around, he is asked to
acknowledge delivery by signing in the logbook or delivery receipt. Then the bill is presented to
him for settlement.
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HOUSEKEEPING NC II
PICK –UP THE GUEST LAUNDRY
1. The room attendant, room boy or valet runner( whoever is in charge) shall pick up the guest
laundry together with the laundry list form the guestrooms.
2. The actual count of items shall be validated against the ones listed in the laundry list.
3. The room attendant shall heck for possible damages like missing buttons, discoloration, etc.
4. The guest shall be informed of any noted damage.
5. The nature and extent of damage shall be indicated in the laundry list.
6. Items that have been picked up shall be places in plastic laundry bag then will be placed
directly at the linen chute or personally brought to the linen/laundry section.
7. The linen attendant shall pick up the soiled linen from the laundry chute. All soiled linen that
was gathered from the chute will be recorded in the logbook, indicating the number of pieces for
each item and damage, if any.
8. The soiled items shall be turned over to the linen in charge. The latter shall acknowledge
receipt of the item by signing in the endorsement form or in the logbook.
SEGREGATION AND TAGGING OF LAUNDRY ITEMS
To facilitate processing of laundry items, they should be segregated and labelled. Each item may
have a specific laundry requirement and there is a danger of damaging the linen if inappropriate
laundry job is performed.
Segregate items by:
1. Color – separating white from colored items;

2. Classification – towels from bed sheets, etc, wet from dry and
3. Extend of dirt – separating the heavily soiled items from lightly soiled items
THE LAUNDY SEQUENCE
1. SORT 2. CLASSIFY 3. WASH

4. DRY 5. FOLD 6. IRON
7. STORE/FOLD/DELIVER
LAUNDRY METHOD
1. Hand –wash
2. Machine wash
3. Dry cleaning
LAUNDRY WASH STEPS
1. Flush – by flushing the linen is wet to dissolve water soluble soil and reduce soil load in
succeeding suds steps.
2. Pre-treat – preliminary treatment of the linen if heavily soiled.
3. Suds – this involves actual washing step. A detergent is added to the wheel.
4. Bleach – to eliminate stains that could not be removed by the detergent.
5. Rinse – remove detergent and soil from the linen by rinsing.
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HOUSEKEEPING NC II
6. Sour and soft steps – this is the final conditioning of the linen using fabric softener and
sour ( wild acid).
7. Extraction – by this process the moisture content of linen is reduced by 50%.
TYPES OF FABRICS
1. Cotton: Cotton a unicellular, natural fiber that grows in the seed pod of the cotton plant.
2. Linen : Linen a fabric made from linen fibers obtained from inside the woody stem of the flax
plant. The term, linen, cannot be used except for natural fiber flax. Linen fibers are much
stronger and more lustrous than cotton. Linen fabrics are very cool and absorbent, but wrinkle
very easily, unless blended with manufactured fibers.
3. Silk: Silk the only natural fiber that comes in a filament form; from 300 to 1,600 yards in length
as reeled from the cocoon produced by the silkworm. Most silk is collected from cultivated
worms. All silk comes from Asia, primarily China.
4. Wool:Wool, a fiber from the hairs of animals such as sheep, goats, and yaks, is a textile with
an immense number of uses. One of the major uses of wool is in garment production, but this
fiber can be used for many other things.
5. Man-made
a. Nylon: Nylon Produced in 1938, the first completely synthetic fiber developed. Known
for its high strength and excellent resilience, nylon has superior abrasion resistance and
high flexibility.
b. Polyester: Polyester A manufactured fiber introduced in the early 1950s, and is the
most commonly used manufactured fiber worldwide. Polyester has high strength
(although somewhat lower than nylon), excellent resiliency, has high abrasion resistance,
and resists shrinking, stretching and wrinkles. Polyester's low absorbency allows the fiber
to dry quickly. Polyester fabrics are used in apparel and home furnishings.
c. Rayon:Rayon A manufactured fiber composed of regenerated cellulose, derived from
wood pulp, cotton linters, or other vegetable matter. Today, various names for rayon
fibers are taken from different manufacturing processes. Rayon is soft and absorbent.
d. Acrylic : Acrylic A man made fiber derived from polyacrylonitrile. Its major properties
include a soft, wool-like hand, machine washable and dryable, excellent color retention.
e. Acetate:One of the first manufactured fibers. It is soft and has a crisp feel. It has the
lustrous appearance of silk and excellent appearance when draped. It is not a strong
fiber, as its resistance to abrasion is poor.
f. Blends:Blended fabrics are created when two or more different kinds of fibres are
mixed together to create a new fabric with unique properties.
KINDS OF FABRICS
1. Colorfast 2. Non-colorfast
HOW TO IRON SHIRTS AND BLOUSES:
1. Starting ironing at the top of a blouse or shirt. Begin or end

with the collar, working toward the middle from the outer edges
or points.
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HOUSEKEEPING NC II
2. Lay one shoulder over the narrow end of the board. Iron one side of the front yoke, then the
shoulder, across the back below the collar line, the other shoulder, and the remainder of the front
yoke, shifting as needed.
3. Iron the sleeves and cuff, working down from the underarm seams.
4. Next, iron the body of the garment, moving from one half of the front around the back to the
second half of the front. If a blouse or shirt doesn’t open, slip it over the end of the ironing board
and iron front and back in turn.
PANTS
1. Turn the waistband inside out and pull the pockets out to iron first, then iron the zipper placket.
2. Turn back to the right side, iron the waistband and the remainder of the top all the way around.
3. Put the leg seams together in the middle and fold lengthwise. Lay the pants flat on the board,
fold back the top leg, iron the inside of the lower leg.
4. Turn and iron the outside. Repeat the process for the second leg. Finally iron the 2 legs
together. If the pants have creases, press heavily on the folds.
PLEATED SKIRTS
1. Arrange group of pleats and hold in place or pin to the board as you iron in long strokes from
top to bottom. Don’t iron over pins.
SEQUINED GARMENTS
1. Turn the item inside out and place it carefully on the ironing board with the sequins facedown
on a towel. Put a pressing cloth on top and press with the iron on a low setting.
LAUNDRY DAMAGE NOTICE

Name of Guest: ___________________________________________
Room No: ____________________ Date: ______________ Time: ___________________
We are constrained to return to you the attached laundry items inasmuch as we have noticed the following on the
garment when it was sent to us for laundry.
( ) discolored areas or spots ( ) double creases ( ) stains ( ) has shiny patches

( ) deformity ( ) with shrinkage ( ) worn –out ( ) with cut/tears
( ) not fit for processing you requested (i.e. not for machine wash but for dry cleaning to avoid damage.)
As these are in excess of what is normal, we cannot guarantee that the garment will be laundered/dry
cleaned/pressed to your satisfaction. Please let us know what you would like us to do.
The other items are being processed to avoid further delay and will be delivered to you shortly.
Your Comments:___________________________________________________________
Thank you
LAUNDRY DEPARTMENT
ACTIVITY 15. SORTING AND MARKING PROCEDURES
. 2 1 0
1 Segregate by bag those for dry-cleaning, for washing and or pressing.
2 Count and check all items in the bag to make sure that the count and
specifications tally with the ones in the list.
a. If there are discrepancies
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HOUSEKEEPING NC II
b. Check for damages and stains.

c. Check for valuables inside the garments.
d. Check for special instructions indicated in the list.
3 Mark/tag all items to able to identify the laundry process needed. Place the
appropriate tag.
4 Indicate other details like how it will be processed time of delivery, other
services required like mending, etc.
5 Endorse items for processing to the concerned laundry staff. Items for dry-
cleaning shall be endorsed to dry cleaner, items for washing is sent to washer
and items for pressing will go to the presser.
ACTIVITY 16: WASHING PROCEDURES

Materials needed:
Automatic washer Fabric softener Bleach
Detergent Alkali Garments to be laundry
S NS NP
No Procedures 2 1 0
.
1 Gather all needed supplies and materials.
2 Flush
3 Pre-treat
4 Suds
5 Bleach
6 Rinse
7 Sour and soft step
8 Extract
9 Hang/fold/deliver
10 Store supplies
DRYING WITH DRYERS

Activity 17: Supplies and materials needed: Drying machine
. 2 1 0
1 Check the condition of the machine before using. Test whether it is in
working condition. Keep clean the lint screen and dryer drum.
2 Pit into the machine just enough quantity of linen in such that it will not
occupy the whole dryer drum.
3 Select the right drying cycle and setting.
4 Strictly follow manual instructions.
5 Clean the machine after using.
RECORDING AND DELIVERY OF LAUNDRY ITEMS
1. Fold all processed laundry items. Hang those that need to be hang.
2. Record all finished items for delivery and note down damages, if any.
3. Deliver all items and have the records acknowledged by a checker.
4. Prepare a Production report on accomplished laundry items and Damages report, if there is
any damage.
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HOUSEKEEPING NC II
ACTIVITY 17: SORTING/CHECKING OF PROCCESSED LAUNDRY ITEMS
NO. Procedures S NS NP
2 1 0
1 Check all the laundry items that have been received.
2 Remove tags after the items have been checked.
3 Report any noted damage and any discrepancy in the actual count
to the laundry supervisor.
4 Fold or hang the items.
5 Deliver laundry items to the guest.
UNIT OF COMPETENCY : CLEAN PUBLIC AREAS, FACILITIES AND

EQUIPMENT
UNIT DESCRIPTOR : This unit of competency deals with the knowledge
and skills required in cleaning premises. It includes
selecting and setting up of equipment and materials,
cleaning dry and wet areas, maintaining and storing
cleaning equipment and materials.
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HOUSEKEEPING NC II
PUBLIC AREA MAINTENANCE

Public areas of a hotel expand according to the financial outlay of the investors and their vision of
the number of facilities they wish to provide to both resident guests and the public. We must
understand that a hotel is open to resident guests and the local public that visits them. Hotels
have always been the centre of social activity for the local populace and the number of people
that they can attract, adds to the stature of the property as well as the revenue that they
generate. To the investors, each space accessible to the public is a potential revenue area and
therefore, they like to exploit it to the maximum. Investors have dug below the groundto
create space as well as used rooftops to make them money spinners. The larger the hotel, in
terms of the number of rooms, the larger is the public area required. Larger number of arrivals
and departures will require greater lobbies, larger swimming pool, more elevators, large food and
beverage facilities; etc.
Extent of public Areas
The boundaries of public areas do not stop indoors. It extends to external areas too. There is the
challenge of parking. If the hotel is frequented by local populace they will need large car parks.
This can pose a problem in downtown locations where space is dear. Investors are forced to go
underground to create multi-layered parking areas. The local building authorities also insists on a
driveways, landscaped gardens, and utility areas. Then there is the huge responsibility of staff
facilities. Hotel personnel need their own parking areas as well as entry and exit points.
Purchase and Receiving departments need their own aprons for supplier trucks. There could well
be a steady stream of these trucks throughout the day when one considers the number of items
required by the hotel.
Public areas- refers to all parts of the building, hotel, resort or any lodging establishment which
are for public use. These includes corridors, hallways, grounds, reception areas, public comfort
rooms, offices and function areas where social events like parties and seminars are held.
Among hotels and resorts, the cleaning and maintenance of public areas assigned to a sub
section of the Housekeeping Department, headed by a Public Area Maintenance Supervisor,
sometimes known as Head houseman. His crew consists of cleaners known as “houseman” or “
janitors” gardeners, and pest control technicians.
Among small establishments, the houseman or the housekeeper assigned to public areas does
multiple tasks like janitorial work, facilities maintenance, gardening and pest control.
SCOPE OF ACTIVITY
1. Basement:
The basement consist of car parks, support offices as human resources, housekeeping,
purchasing and training rooms in addition to staff cafeterias, linen and uniform rooms, store and
the staff cafeteria. Because of heavy equipment involved, the basement could also house the
laundries and engineering plants.
2. Ground Level:
The ground level provides easy access to the public and therefore, it is ideal for certain revenue
area. The hotel could have a lower lobby that accesses the revenue areas like the health club,
upper car parks and restaurants. This is also the ideal spot for indoor recreation like squash
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HOUSEKEEPING NC II
courts. Gymnasiums and swimming pools. Externally, a hotel would have the main landscapes
with walkways leading to beaches and water sports. It is ideal for a lower level of shopping
arcade.
3. Lobby Level:
The entrance to the hotel is a floor up. It is here the main reception and lobby is located. Many
restaurants could lead the residents and local public to different places off the lobby. Of the
restaurants, the coffee shop and the dining room are a must. Most groups would eat here, so the
design permits easy access to these places through the lobby and not through the floors.
The back office of the front office will be in the lobby as also the left luggage rooms, security
deposit rooms and telecommunications. The shopping arcade extends off the lobby. The size of
the lobby will respond to the size of the shopping arcade. Shopping arcades will also have the
travel agency, beauty salons, barber shops, money exchange, bank, post office, drug store; etc.
this level could also have the accesses to the banquet halls and meeting rooms.
These places assume importance because of the volume traffic that arrives during a short
period. Meeting and function rooms are busy throughout the day for corporate functions while the
night is busy for social functions.
4. Mezzanine Floor:
This is where the executive offices of the general Manager, sales and Marketing, accounts, food
and beverage manager, etc. are located. This could be the floor for the business centre.
5. Guest Floor:
The guest floors rise above the mezzanine and relates to the number of rooms the hotel has.
Public areas are not found on floors except perhaps for the business lounge which is exclusively
for the resident guests who stay in the executive floors.
6. Roof Top:
This obviously affords a panoramic view. The investor would like to have the exclusive night club
located here. Cocktail lounges can also be located on the rooftop. This is the difficult choice that
the investor.
Public areas of small hotels like resorts, motels and hostels maybe limited to an all purpose
dining room and at the most, a bar. These properties, may, however, have large external areas.
JOB DESCRIPTION OF MAINTENANCE PERSONNEL:
A. Head houseman or Public Area Supervisor

1. Maintain quality housekeeping in all public areas paying special attention to cleanliness,
orderliness and safety in all covered areas;
2. Conducts regular inspection of the different public areas, checks the quality of cleaning
and maintenance and ensures that all areas are free of safety hazards.
3. Checks order in all areas and makes sure that fixtures and furniture are installed in the
right order and location;
4. Monitors and supervises the proper use, storage and maintenance of cleaning equipment
as well as housekeeping tools and supplies;
5. Checks equipment regularly for their condition. Have them cleaned regularly and repaired
when out of order;
6. Checks and maintains par stock requirements. Makes requisition to replenish supplies;
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HOUSEKEEPING NC II
7. Initiates and supervises weekly inventory of cleaning supplies and other housekeeping
items allocated to his unit; reports losses and damages and takes corrective action
against reckless use of equipment;
8. Reports to management all unusual incidents and accidents in the public areas, paying
attention to safety hazards and items needing corrective action;
9. Trains, coaches and supervises housekeeping staff in the performance of their duties;
10. Evaluates the performance or subordinates and conducts appraisal interview and
11. Performs other related duties as maybe assigned by superior.
B. Houseman
1. Secure cleaning supplies, materials and equipment and looks after their proper use,
storage and maintenance;
2. Checks the location, condition and arrangement of fixtures in his area of responsibility,
sees to it that they are clean and properly installed;
3. Cleans, sanitizes public comfort rooms under his area in accordance with standard
cleaning procedures;
4. Replenishes guest supplies in public comfort rooms, including paper towels, toilet tissues,
soap, etc;
5. Clean and sanitizes all areas assigned to him following standard cleaning procedures;
6. Performs other job as follows;

 Vacuums/shampoos carpets and upholstered furniture;
 Sweeps/scrub/polishes floors and walls;
 Polishes/ dusts of all fixtures;
 Cleans ceilings, exhaust and glass panels;
 Collects and disposes garbage and litters;
 Changes/cleans astray; and
 Disinfects toilet bowls, urinal, etc.
7. Reports all noted damages and out-of order facilities in his area of responsibility, takes note of
defective cleaning equipment, busted bulb, torn carpets, cracks on walls, defective sinks and
toilet bowls, clogged floor drain, ceiling leaks, defective locks, etc.
8. Conducts fumigation in the absence of a pest control technician;
9. Reports guest complaints to his supervisor as well as suspicious objects or persons;
10. Turns-over to superior all lost and found articles;
11. Prepares daily accomplishment report and submits them to supervisor and
12. Performs other related duties as may be assigned by superior.
C. Powder girl
1. Maintains a par stock of cleaning supplies and makes requisition to replenish socks;
2. Regularly cleans ladies comfort rooms and locker rooms following standard cleaning
procedures. She:
 Disinfects toilet bowls

 Scrubs, cleans, wipes dry floor and wall tiles
 Polishes chrome and metal fixtures like faucets
 Fumigates the area as needed and
 Disposes garbage, washes and dries garbage bins
3. Replenishes toilet amenities like toilet paper, soap, paper towels, etc;
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HOUSEKEEPING NC II
4. Checks the condition of fixtures and toilet facilities checks for leaking faucets, defective tiles,
etc. and reports any defect to her Supervisor;
5. Retouches the cleaning of comfort rooms from time to time;
6. Regularly checks trash and empties garbage bins from time to time;
7. Assists in other cleaning or housekeeping job when not loaded;
8. Assists in the issuance of linens if she has available time.
D. Gardener and Grounds Maintenance Crew
1. Performs daily sweeping and cleaning of grounds following standard cleaning procedures;
2. Looks after the care of plants, prunes leaves, applies fertilizers, weeds out dried leaves, does
other related gardening jobs;
3. Maintain supplies for plants and grounds maintenance and makes requisition to replenish
stocks;
4. Maintains the landscape and insures that everything is in order;
5. Performs cultivation of plants trough planting and other techniques;
6. Performs side duties like maintenance of cleanliness of the pool area, fountains, façade,
gardens, motor pool and other related areas.
E. Pest Control Technician

1. Check areas where pests and insects proliferate and performs the necessary fumigation;
2. Looks for patches or holes and other entry points of insects and takes corrective action;
3. Maintains stocks for pest control and looks after their safekeeping and reasonable use;
4. Checks for possible sources of the proliferation of pests and insects, makes report and
recommendations to remedy the situation.
5. Performs fumigation in accordance with prescribed procedures.
ELIMINATING FOUL ODOR

Some bad odor is hard to dispel even after windows and doors are wide open with fresh air
getting inside. Among these are odors coming from pungent dishes and sea foods; strongly
scented fruits or vegetable, stale cigarette and cigarettes, and the mustiness or rooms closed for
long periods. These entire odors linger in the air and closet. They stick to fabrics, draperies,
carpets and upholstery.
To eliminate or minimize foul odor and freshen the air in rooms, use air fresheners.
The spray of air fresheners like Glade or Glade dry is also advisable for the following:
a) Ironing boards. This can be done occasionally to give the cloths a fresh, clean smell;
b) Inside clothes and linen closets
c) On mattresses. Spray toward the ceiling above the bed so that the mist will fall on the
mattress. Or spray above sheets before bed make-up and before replacingthe blankets;
d) In freshly cleared dresser drawer, before replacing any paper liner and its contents.
Kitchen cleaning:
1. Check ceiling and walls for cobwebs and remove them.
2. Clean all parts of kitchen equipment and appliances from top, sides and the front.
3. Dust and clean the range hood.
4. Clean backsplash and countertops. Scour rings.
5. Clean the outside of all cabinets.
6. Dust and clean mirrors and picture frames.
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HOUSEKEEPING NC II
7. Dust the doors, windows, frames and baseboards.

8. Empty all waste baskets then wash them with soap and water.
9. Reline the waste receptacles with plastic liners.
10. Dust and clean the fan and air conditioner vents as well as light fixtures.
11. Do sweeping and damp mopping of floors.
Cleaning the Living Room/Family room:

1. Check all walls and ceiling; remove cobwebs, if any.
2. Dust the door and window frames as well as baseboards.
3. Dust and clean mirrors with glass cleaner.
4. Dust lamps and shades.
5. Empty all ashtrays and wash them with soap and water. Then wipe dry.
6. Wipe and polish all furniture. Use wood polish id any.
7. Dust the fan and air conditioner vents as well as light fixtures.
8. Sweep or damp mop the floor. Vacuum the carpet
9. Shampoo the carpets if they are heavily soiled.
Dining Room Cleaning:

1. Remove cobwebs on the ceiling and corners.
2. Dust the door, window and frames and baseboards.
3. Empty and wash-clean the ashtrays.
4. Dust and polish mirrors and pictures preferably using glass cleaners.
5. Dust the fan and air conditioner vents as well as light fixtures.
6. Clean and polish all furniture.
7. Sweep and damp-mop the floor or vacuum it if it is carpeted.
Cleaning Stairs, Hallways and Foyers

1. Dust the door/window frames/baseboards
2. Dust/clean the mirrors/pictures.
3. Dust the lamps/shades.
5. Dust thefan/air conditioner/vents/light fixtures.
6. Empty/wash/reline the waste baskets.
7. Clean the front door inside/out.
8. Sweep/damp mop the floor or vacuum carpet.
Cleaning Offices and Dens

1. Remove the cobwebs from ceiling and walls.
2. Dust the doors, windows frames and baseboards.
3. Dust and clean all mirrors and pictures.
4. Empty, dispose trash and wash/reline waste baskets.
5. Empty, and clean all ashtrays.
6. Dust the lamps and shades.
8. Dust and polish all furniture and equipment.
9. Dust the fan and air conditioner vents/ light fixtures.
10. Sweep or damp mop the floor or vacuum if it is carpeted.
CLEANING SCHEDULES:
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HOUSEKEEPING NC II
Night cleaning schedules

Though the structure may appear simple, the numbers involved are quite large. Public
area cleaners would each have responsibility of 2500 sq. ft. at minimum. If the hotel has a large
spaces, the count increases with each 2500 sq.ft. The challenge the Public Area Supervisor has
is the cleaning schedules have to be followed with least disturbance to guests. This means she
has to cover the cleaning during the day and night. The night schedule assumes greater
importance as that when most services shut down. They are mostly the internal locations of the
hotel. Let us see the areas that come in the night cleaning schedule:
A. Restaurants and Bars – while most close by 12 midnight, night club can stay open till 3 am,
the coffee shop, though open at night as well, is less occupied after the dinner service which
completes at 12 midnight.
B. Executive Offices – they close after 6 pm. Some like the General Manager’s office, reception
back office, accounts, etc. may stay open till late at night for work exigencies.
C. Business Centre – normally closes at 6pm.
D. Shopping Arcade – may stay open till eight at night. Some states keep their shopping
facilities open till 11 pm.
E. Meeting rooms – meetings normally observes business hours and usually close at 6pm.
F. Banquet Halls – they can keep open till late hours. Awards night may extend till 12 midnight
while wedding receptions till past midnight. The banquet halls are left in a mess with such a large
traffic of people. If the hall is not required the next morning, the crew can have a respite at night.
G. Lobbies – all lobbies have to be cleaned at night after 12midnight. Though there maybe a few
guests, cleaning has to proceed for the lobbies to be ready for early morning peak traffic.
H. Elevators – These can be shut down one by one for cleaning at night, as guest use them less
at night.
I. Basement – these includes the car park area, basement corridors, training rooms, staff locker
rooms and support offices like purchasing, housekeeping, laundry, time office and
human resources. The linen/uniform rooms and stores are not accessible to the public area staff
at night for security reasons.
J. Public cloak rooms – they are relatively free after the restaurants close. Naturally one
wonders what is left for the day to be cleaned. They are mostly the external areas with some
internal locations.
Day Cleaning Schedule
Driveways , walkways, porch, external car parks, swimming pool areas, beach fronts, gardens,
patios and terraces, roof top areas, night club, discotheque and cocktail lounges, banquet halls,
linen rooms and stores when they are under the supervision of the respective keepers.
SUPERVISORY TASKS
The Public Area Supervisor attends the departmental briefing by the Executive Housekeeper at
the start of the day. She is particularly interested to know the special events in the hotel in which
will need attention. These events will indicate to her the work load expected in banquet halls,
gardens, lobbies, restaurants, etc. she then proceeds to check the logbook for any special
messages left by the Night Supervisor before she proceeds to brief her staff.
1. Take the attendance of her crew and ascertain the resources available to her.
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HOUSEKEEPING NC II
2. She will check their turnout and confirm that they are according to the standards of the hotel.
3. Allot cleaning areas and instruct as to what has to be accomplished to each member of her
crew.
4. Inform the crew about special events in the hotel that will need additional attention.
UNIT OF COMPETENCY : DEAL WITH/HANDLE INTOXICATED GUESTS

UNIT DESCRIPTOR :This unit of competency deals with the knowledge, skills
and attitude in handling or dealing with intoxicated guests
at workplace. It Includes the knowledge and skills on how
to determine the level of intoxication, proper approach,
application of appropriate procedure and the knowledge
on legislation for alcoholic drinks.
LO 1: Determine the level of intoxication

LO 2: Apply appropriate procedures
LO 3: Comply with legislation
What Is Level of Intoxication?
Individuals that drink and drive worry about the number of drinks they may have in order to be
considered under the legal limit. There are various factors such as weight, type of drink, food
consumption, etc that determine the level of intoxication. However, there are some general
guidelines that help to determine the number of drinks a person may have before they are
considered intoxicated.
 50 SIGNS OF VISIBLE INTOXICATION
Serving alcohol to a visibly intoxicated person (VIP) is against the law. If you can tell on sight
that a person has been drinking or using other drugs, the person is visibly intoxicated. Servers
are not expected to know a customer’s blood alcohol content (BAC) as determined by a blood,
breath, or urine test, but they are required to recognize visible intoxication. Here are some
common signs of visible intoxication. These are not all of the possible signs. If a person shows
just one or two of these signs that does not necessarily mean the person is intoxicated. But if a
person shows a combination of several signs, or has a sudden change in behavior, that could be
a strong indication that the person is intoxicated. Remember that intoxication can result from the
use of drugs other than alcohol. If you're not sure, don't serve.
.
Appearance
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HOUSEKEEPING NC II
1. Bloodshot, glassy, or watery eyes

2. Flushed face
3. Droopy eyelids
4. Blank stare or dazed look
5. Twitching or body tremors
6. Disheveled clothing
Speech
7. Thick, slurred speech
8. Loud, noisy speech
9. Speaking loudly, then quietly
10. Rambling train of thought
11. Unusually fast or slow talking
12. Slow response to questions or comments
13. Repetitive statements
14. Bravado, boasting
15. Making irrational statements
Attitude
16. Annoying other guests and employees

17. Argumentative
18. Aggressive or belligerent
19. Obnoxious or mean
20. Inappropriate sexual advances
21. Overly friendly to other guests or employees
22. Boisterous
Behavior
23. Swaying, staggering, or stumbling
24. Unable to sit straight
25. Careless with money
26. Difficulty making change
27. Restless
28. Depressed or sullen
29. Crying or moody
30. Extreme or sudden change in behavior
31. Overly animated or entertaining
32. Crude, inappropriate speech or gestures
33. Drowsiness or falling asleep
34. Lack of focus and eye contact
35. Difficulty standing up
36. Unusual walk
37. Can't find mouth with glass
38. Falling down or falling off of chair
39. Difficulty lighting cigarettes
40. Lighting more than one cigarette
41. Clumsy
42. Difficulty remembering
43. Spilling drinks
44. Disoriented
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HOUSEKEEPING NC II
45. Agitated, anxious

46. Grinding teeth
47. Vomiting
Other
48. Odor of alcohol, marijuana or chemicals
49. Excessive perspiration
50. Repeated trips to rest room or outside area
A. Recognizing the Physical Signs of Intoxication
1. Look for glassy or bloodshot eyes.
A person’s eyes can tell you a lot about him and his mental state in a particular moment. If his
eyes are glassy and bloodshot, it could be a sign that he's been drinking too much. Additionally,
if a person has droopy eyes and he is clearly having trouble keeping his eyes open, this could
also be a sign of intoxication.
Note: Bloodshot eyes could also be a sign of allergies or another medical condition. So make
sure you ask him about allergies before you interpret this symptom as a definitive sign of
intoxication.
2. Notice how the person smells.
While intoxication can mean being under the influence of several different substances, the smell
of the user can be a big giveaway for many people. Both alcohol and marijuana have very strong
odors that linger with the user long after the intoxicating substance has been consumed. Try to
smell the person and see if you can notice hints of alcohol or weed on her breath or their clothes.
As a parent looking for signs of intoxication in their child, this is one of the most effective tell-
tale signs.
3. Watch for impaired motor function.
Intoxicated people can’t perform normal tasks as easily as they can when they are sober. This
includes things like walking a straight line, lighting a cigarette properly, spilling drinks, or fumbling
with other objects.
 Keep in mind that impaired motor function can be a side effect of many other conditions,
such as Parkinson's disease or someone who has suffered a stroke.
4. Estimate the person’s size.
 Although alcohol affects everyone similarly, the speed at which it does so will be different
based upon these physical characteristics.[3] Size, gender, the rate of consumption, the
strength of each drink, the amount of food and the additional use of drugs all are to be
considered when determining how quickly alcohol may be affecting someone.
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HOUSEKEEPING NC II
For example, a man who weighs 150 lbs. will feel the effects of the alcohol much more quickly
than a man who weighs 250 lbs., even if they drink the exact same amount of alcohol. This is
because the larger man can tolerate more alcohol since his body takes longer to process it.
B. RECOGNIZED THE BEHAVIOR SIGNS OF INTOXICATION
1. Watch for a person’s inhibitions to become lowered.
If someone is becoming more talkative and beginning to lose some control of knowing how far he
can go in a social setting, he is showing the first signs of intoxication. Louder behavior than usual
— and even mood swings — are also possible warning signs.
For example, loud outbursts or inappropriate comments could be signs of intoxication. An

intoxicated person may spend his money more freely than he usually would. With lowered
inhibitions, people are more likely to focus on the good feeling that they get from drinking, rather
than thinking about how they need to be responsible with their money. He might also buy drinks
for strangers or acquaintances.
Additionally, many people like to smoke cigarettes while they are drinking. Smokers usually
smoke more when they are drinking, but many non-smokers will light up the occasional cigarette
when they’ve been drinking.[5] This is another sign of intoxication.
2. Listen to the volume of the person's voice.
There are many signs of intoxication that you can spot just by paying attention to how someone
speaks. If a person is speaking too loudly or too softly, then she is showing signs of intoxication
3. Notice if the person slurs his speech.
Slurred speech is almost always a sure sign of intoxication. If you notice a person (your child,
your customer, or anyone really) is slurring their words together, especially to the point where it
is difficult to interpret exactly what they he is saying, it is may be a sign of intoxication.
Again, slurred speech can be a side effect of another condition or even a sign that someone is
having a stroke. Don't automatically assume a person is drunk because he is slurring his words.
4. Pay attention to what the person says.
If a person is being combative with her words, speaking more slowly than usual, or repeating
herself a lot, these could be signs of intoxication. Watch for these verbal cues to determine if
someone has been drinking too much.
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HOUSEKEEPING NC II
5. Observe how the person interacts with others.
As he becomes increasingly intoxicated, a person will progress through the stages of poor
judgment. This is inappropriate behavior that he normally would not engage in. Foul language,
off-color jokes, and overly flirtatious behavior are signs of poor judgment, especially if these
things are out of character for this person. Also, if his rate of consumption begins to increase or
he participates in drinking games, these could also be signs of poor judgment.
For example, inappropriate sexual advances, mean comments, and unusually dirty jokes can all
be signs of intoxication.
6. Interpret the person's mood.
People who are intoxicated often have wide mood swings —being happy and laughing one
second, then crying and belligerent a few minutes later. If her mood seems more exaggerated
than normal (on either end of the spectrum), she might be intoxicated.
For example, if someone is drinking and she seems to be in a good mood, but suddenly starts
crying, this could be a sign of intoxication.
7. Look for clues in other modes of communication.
Sometimes it’s important to be able to determine if someone is intoxicated even if you are not in
the same room with him.
Phone calls. An intoxicated person might call an old lover or call someone repeatedly (also
known as ‘‘drunk dialing’’). His inhibitions are lowered, so calling over and over might not seem
disruptive or rude to him and he may feel less accountable for his actions.
Text messages. Signs of intoxication to look for in text messages include drastic misspellings,
overly emotional pronouncements, or receiving a text (or a series of texts) at an unusually late
hour.
8. Consider alcohol tolerance.
Remember that it's possible for people to develop a tolerance for alcohol, but that doesn't mean
that they are not legally intoxicated. It just means that visual recognition is more difficult. For
some people with exceptional tolerance, drink counting may be the only way to assess
intoxication but this is not without problems.
If you are a bartender trying to determine whether you should keep serving someone alcohol or
not, try to count the number of drinks the person has had. You can even ask one of her friends
how much she has had to drink or how drunk the friend thinks the person is.
C. HELPING SOMEONE WHO IS INTOXICATED
1. Try to get the person to stop drinking.
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HOUSEKEEPING NC II
Once people drinking alcohol begin to show signs of physical impairment, first get him to stop
drinking any more alcohol. Some beginning signs of physical impairment are slurred speech,
slow or clumsy movements, swaying, dropping objects (e.g., goods, money, keys) or forgetting
thoughts in mid-sentence.
To get someone to stop drinking, try talking to him calmly as his friend. Tell him that you think he
may have had too much to drink and that you are worried, so it would make you feel better if he
would quit drinking for the night. Appeal to his sense of friendship if you have to — that he is
doing you a favor by not drinking anymore.
If he refuses to quit drinking, consider taking more drastic measures. If you are in a bar, tell the
bartender that you think the intoxicated person has been drinking too much and ask the
bartender to quit serving him alcohol. If you are in a private space like a house, try to hide all the
remaining alcohol. The drunk person will not be as observant as usual because of his dulled
senses, so it should be relatively easy for you to hide the alcohol without him noticing.
2. Keep her company.
If a person shows a loss of motor control or function, or poor coordination, she must not be left
alone as she could become a danger to themselves or others. Stumbling or swaying,
having difficulty with depth perception, and dropping things repeatedly or having difficulty picking
them up are signs that the person has progressed to this level.
3. Get the person home.
If you notice someone is very intoxicated and he is in a public place like a bar or restaurant, try to
help him get home so he can go to bed and sleep it off. You can offer him a ride yourself, call a
cab for him, offer to call a friend for him, or call a drunk ride service if one is available in your
area.
4. Prevent the person from driving.
Drinking and driving is extremely dangerous — to the drunk driver herself and to everyone who
crosses paths with her. Sometimes people make poor decisions when they have had too much
to drink, or aren’t able to correctly gauge their own level of drunkenness, so they choose to drive
when they shouldn’t. To prevent someone from driving drunk you can try helping her get home
another way, by notifying the bartender or the police, or even by stealing her car keys.
5. Make sure the person is safe.
People can be a danger to themselves when they are intoxicated. This is especially true if the
intoxicated person is well past the point of minor drunkenness. There are many dangers to be
considered — for example, people have been known to die from choking on their own vomit
while they were intoxicated. So if you help someone who is drunk get home, try to make sure he
is sleeping on his side so he won’t be able to choke if he ends up vomiting.
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If you see a person who is heavily intoxicated but this seems to be out of character for him, or
he has only had one drink, it is possible that he has been roofied. This means that someone
has slipped a drug in their drink (usually the sedative Rohypnol) that will cause him to lose some
muscle control and, in effect, be unable to resist if he is assaulted.
6. Seek medical attention if you think the person has alcohol poisoning.
Alcohol poisoning is a very serious condition that results from drinking more alcohol than your
body can handle. In a worst case scenario, this can result in death.[18] If you think someone you
know has alcohol poisoning, seek emergency medical attention immediately. These are some
symptoms of alcohol poisoning:
 Vomiting
 Seizures
 Confusion
 Slowed breathing
 Passing out
 Pale skin
7. Keep other causes in mind.
There are a number of different medical conditions which may cause a person to appear drunk.
For instance, someone suffering a stroke may have a drooping face, slurred speech, confusion,
dizziness, difficulty walking, and so on.
If the person displays symptoms of being drunk but has not been drinking, these signs appear
out of nowhere, or you are simply unsure, you can perform a few simple tests to see if the person
is having a stroke. Ask her to smile, to raise both arms over her head, and to speak a
simple sentence. If part of the person's face droops or her smile is asymmetrical, if one arm
seems to drift downward, and/or if she cannot repeat the sentence or seems to be searching for
words, she may be having a stroke and needs emergency medical assistance.
A person with diabetes may display what could be interpreted as "drunk behavior" when she is
in fact experiencing ketoacidosis, which occurs when the body doesn't have enough insulin and
there is a build up of acids called ketones in the bloodstream. If you also notice the person has
fruity-smelling breath and she has not been drinking fruit-flavored drinks, she may be
experiencing ketoacidosis and needs immediate medical help.
Disorders like Parkinson’s disease, multiple sclerosis and ataxia all affect movement and may
cause a person to appear drunk or have difficulty maintaining his balance. Don't assume that
someone who has difficulty keeping her balance is intoxicated.
Assessing Customers’ Level of Intoxication
1. Initial Condition
The first thing you should note is your customer’s initial condition.
 Has the customer been drinking before arriving?
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 Does the customer exhibit behaviours which may indicate the person is taking
medication/drugs?
 Is the person in a good mood?
 How has the customer behaved in previous situations (if known)?
This allows servers to set the pace and tone of service, to avoid trouble as well as to make note
of customers who are depressed, impaired, aggressive, or out to get drunk.
2. Listening
Listen closely and intently to what the customer says. Show that you are interested by making
eye contact.
3. Observing Behaviour and Noting Body Language
In many situations, observing people and reading body language are more important than
listening.
Note:
 Loudness or quietness of conversation and orders.
 Facial expressions and gestures.
 Tone of voice.
 Posture.
4. Asking Questions to Clarify
In some situations, you will have a chance to make small talk with customers. This is an
opportunity to pick up information and clarify things heard. Find out:
 How the customer is feeling.
 Who is driving?
 What the intention is for the evening.
 If he/she had been drinking prior to arriving at your establishment.
 How to Deal with Intoxicated Guest?
 Stay calm.
 Don’t argue with the intoxicated guest.
 Don’t embarrass the guest, especially in front of other people.
 Invite the problem guest to an area away from other guests, where you can talk.
 Deal with the situation in a calm, friendly way. Speak to the person directly, and firmly
explain that what they are doing is unacceptable at your party.


 Listen and empathize with your guest. Acknowledge your guests anger or frustration, but
also remind them that it is your house, and you are responsible for their safety and don’t
want to see them get hurt.
 Point out that if he/she was sober he/she would agree that what they are doing is a bad
idea.
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 If you cannot calm the guest down or convince them to stop what they are doing, ask a
friend of theirs to try.
 If you decide to ask this person to leave, remember that you are still responsible for their
safety (call a cab, get someone to drive them home, or if the situation gets out of control –
call the police).
 Comply with Legislation

Hotel guests should be aware of certain laws and regulations or policies that could impact their
visits. Special concerns affect the "hospitality industry" because its establishments hold their
property open to the public at large. For hotels (collectively referred to as "innkeepers" under
many state laws), duties owed to the public at large are based on the historic consideration that
when weary travelers reached wayside inns as night approached, they were not to be arbitrarily
turned away into the dark (the roads were filled with robbers) or otherwise subjected to the
arbitrary mercy of the innkeeper with regard to prices or adequacy of quarters. Modern
innkeepers' laws are mostly based on old English common law.
Key Points to Remember
 Hotels are not liable for every accident or loss that occurs on the premises, nor do they
insure the absolute safety of every guest.
 Hotels have a general duty to exercise "reasonable care" for the safety and security of
their guests.
 Hotels have a general duty to reasonably protect guests from harm caused by other
guests or non-guests.
 Hotels have an affirmative duty to make the premises reasonably safe for their guests.
This obligation includes a two-fold duty either to correct a hazard or warn of its existence.
The hotel must not only address visible hazards but must make apparent hidden dangers
or hazards.
 Hotels are not liable for harm to person or property unless "fault" can be established
against the hotel.
 Hotels may be "vicariously liable" for the negligence of their employees.
 Hotels are generally liable for damages if they cannot honor a confirmed reservation
because of "overbooking."
 Hotels may generally sue for damages or retain deposits if confirmed reservations are not
honored by prospective guests.
 Hotels may generally evict registered guests for a variety of well-established reasons.
 Hotels may retain personal possessions of evicted guests as security for room charges.
 Hotels are generally not required to have lifeguards on duty at hotel swimming pools,
except by state statute. However, conspicuous "No Lifeguard" warning signs are
minimally required.
 Hotels are generally not liable for valuables that are not secured in the hotel safe, if
conspicuous notice is posted.
 Hotels are generally not liable for harm to guests caused by criminal acts of others,
unless hotel fault is established.
 Hotels may generally limit their liability for losses if conspicuous notice is given to hotel
guests.
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Authority
The federal government has limited involvement in the private relationships between hotels and
guests.
Title 42 of the U. S. Code, Chapter 21, Subchapter II (Public Accommodations) makes

prohibited discrimination under the Civil Rights Act of 1964 applicable to "any inn, hotel, motel, or
other establishment which provides lodging to transient guests."
Under a phase-in provision, hotels must meet the requirements of the Americans With
Disabilities Act (ADA); any new or renovated hotel facility must comply with the Act's mandates
for public access and/or removal of physical barriers.
The Hotel and Motel Fire Safety Act of 1990 (as amended in 1996) imposes additional safety
requirements upon hotel facilities above and beyond those found in local building codes.
Generally, most day-to-day liability issues affecting hotels are based on early English common
law theories of contract and tort (negligence). States are free to enact their own statutes
regarding innkeepers' rights and duties, so long as they do not abridge federal rights and most
states have done so. Waivers or limitations to liability are also generally permitted, where not
deemed "unconscionable" in law or fact.
Duty to Receive Guests
The very first and most important "public duty" of the hotel is the duty to receive guests. But the
duty is not absolute and is subject to lawful excuses. Hotels may generally deny
accommodations to a prospective guest for the following reasons:
 if the person is unwilling or unable to pay for a room or other establishment privileges
 if the person is visibly under the influence of alcohol or other drugs or creating a public
nuisance
 if the person's use of a room or accommodation would violate the facility's maximum
capacity
 if the innkeeper reasonably believes the person will use the room or facility for an
unlawful purpose
 if the innkeeper reasonably believes the person will bring in something that would create
an unreasonable danger or risk to others
Generally speaking, to avoid liability for refusal to receive a prospective guest, hotels must
reasonably believe a person is unable or unwilling to pay, plans to use the room or premises for
an unlawful purpose; or plans to bring a potentially dangerous object onto the premises.
SAFETY AND SECURITY IN HOUSEKEEPING
It is the responsibility of every accommodation facility to insure the safety and security of
its guests and occupants. The company will be made accountable for any accident or injury
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emanating from safety and security hazards that are left unattended and uncorrected. The
Housekeeping Department therefore must not only be concerned with cleaning and maintenance
but also with safety management such that safety hazards are eliminated and
threats to life property of guest and occupants are prevented through the administration of safety
measures.
Housekeepers are also vulnerable to accidents and to injury because of the nature of their job.
To prevent these disastrous incidents, they must be provided with a safe working environment
and safety gadgets.
General Safety and Security Measures for Guests and Employees
1. If possible all entrances to the hotel should be secured with full time security guards.
2. Provide for roving guards who will monitor movements within the hotel premises, particularly in
guestrooms and surrounding areas. In some hotels, there is a floor guard in every floor or area
who logs down the reports movements in the guestrooms like the entry of visitors.
3. Suspicious looking persons and objects are to be reported to the Security Office or to the Duty
Manager immediately for proper investigation.
4. In the event that a suspicious object is found in the premises of the hotel, te following shall be
undertaken;
4.1. Do not touch the object nor open it for it may be a bomb that will explode.
4.2. Report the matter to the Security Office or to the duty Manager.
4.3. The Security Office or the Duty manager will coordinate with bomb expert to check
the suspicious object.
4.4. If the object is proven to be a bomb or explosive, the surrounding areas around the
explosive shall be cordoned.
4.5. Guest and occupants within the affected area will be asked to vacate the said area.
4.6. A bomb disposal squad shall be asked to handle the emergency.
4.7. Everyone must be cautioned and asked to calm down. They must be assured that
everything is under control.
5. Inside the hotel, the guest’s identity, room number or whereabouts should not be revealed to
anyone unless advised to do so by the guest himself as when he is expecting a visitor. Guests
usually gives instructions when they are expecting someone. Ask them the complete name of
their expected visitors. More strict measures should be taken to secure dignitaries, VIP’s
government officials.
6. All calls of house guests should be screened.

o Ask for the name of the caller.
o Verify with the called party if he wants to entertain the call.
o Turn over the line to the guest only if he says he wants to receive the call.
7. Advise the guests or visitors not to entertain people nor transact business with unknown and
suspicious persons.
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8. If you notice a suspicious joiner leaving the room of a guest, make it a policy to check with the
guest if he has no missing valuables before allowing the joiner to leave the hotel.
9. During room make-up and housecleaning, always be on alert for safety hazards found in
guestrooms or elsewhere. A safety hazard is anything that can cause accidents, fires or injury
like; dangling wires, open electrical outlet, frail cords, broken tiles slippery floors or spills of
water, food or oil on the floors, smell of a smoke, faulty wiring, defective electric fans and
appliances, sparks, etc.
KEY HANDLING AND CONTROL
A lot of crimes and thefts have occurred in some hotels because of mishandling of room keys.
Utmost care must be observed in the release and safekeeping of room keys and locker keys.
Here are some policies to consider:
1. Keys for lockers and cabinets should be in the custody of designated custodian or stock clerk.
He shall turn over the said key to the Duty Manager at the end of his shift.
2. The key custodian should never lend his keys to anyone nor allow someone to open cabinet
and get stocks thereat.
3. Room keys comes in 4 sets- one for the guest, one for housekeeping, one for the front desk
and the other with the Duty manager’s. Roomboy’s, chambermaids or room attendants are given
a copy of the room key when they are assigned to do room make up. Some hotels leave it to the
floor supervisor to handle the key and open doors for room attendants when they are scheduled
for room make up.
4. In receiving and returning keys, always log in and sign in the logbook so that is easy to trace
who is accountable if ever it gets lost.
5. Room attendants are advised to attach their key to their uniform or around the waist so that it
does not get lost.
6. Misplaced or lost keys must be reported immediately to the supervisor.
7. If a room key cannot be found, change it or interchange the lockset of the room to another
room and floor so that the finder cannot open the door.
8. Turn over keys with proper endorsement. Let the receiving party sign and acknowledge receipt
of said key.
9. If a guest happen to leave his key in his room and requests a supervisor or a room attendant
to open his room, the latter should refer the guest to the front desk who will verify if the guest is
the registered occupant. The room boy should wait for instructions from the Front desk before
opening any guest room.
10. If the room attendant is asked to open a guest’s room, ask for the guest’s key just to make
sure he is registered occupant. Tactfully say: “ May I borrow your key sir so I can open the door
for you?”
If the guest does not have the key with him, direct him/her to the front desk.
“ For your own protection sir/mam, may I request you to secure your key at the front desk. They
will be happy to help you”.
FIRE SAFETY-PREVENTION AND CONTROL
Fire Preventive Measures in Hotels and lodgingHouses
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1. If possible, discourage or ban guests from cooking or ironing inside the room as this may
trigger fire when the user is careless. Most hotels make this a part of their house rules for guests.
2. Do not use combustible materials as waste containers. Smokers might throw their lighted
cigarette butts unto the combustible container and this can ignite fire.
3. Provide for the following safety facilities:
 Fire alarm system
 Fire hose
 Fire extinguisher in designated areas
 Exit locator chart posted inside the room of the guest, usually at the back of the entrance
door.
 Fire smoke detector
 Fire sprinkler
 Luminous fire exit signs
 Safety instructions to guests in case of fire and emergencies
4. Always add water to ashtrays before emptying them into the trash can.
5. Always check the laundry room if there are unplugged machines. The dryer becomes very hot
after use and can ignite fire. Regularly check and clean the line traps several times a day.
6. Provide emergency lights instead of candles in the case of power interruption. Guest might
sleep with lighted candles that can be neglected. This can ignite fire.
7. Do not forget to install ‘ NO SMOKING SIGN ’ in fire prone areas like near LPG gas, etc.
8. Check regularly the electrical installations and have all frayed wirings, damaged sockets,
switches and other defective electrical fixtures changed or repaired promptly.
9. All electrical installations and repair should be undertaken by a competent individual or
licensed electrician.
10. Do not leave wirings dangling nor drape them over pipes or nails as this can be a fire hazard.
Never run electrical cords under rugs. Cords of portable electrical appliances should be short as
possible.
11. Flexible cords should never be used for fixed wiring. Neither should they be spliced, tacked,
stapled or otherwise fastened to combustible wall or woodwork.
12. Do not overload electrical circuit by profusely putting extra light and appliances.
13. Combustible and other flimsy materials should not be placed near bulbs. Long exposure to
the heat of lighted bulb can raise the temperature of proximate objects to a higher degree,
enough to eventually generate fire.
14. Do not replace blown or busted fuses with coins, wire or any metal to short circuit the current.
Standard fuses are manufactured for the purpose of rejecting the load of circuits. Lighting circuit
should be equipped with 15-ampere fuses.
15. Minimize damage or injury from fire by taking preventive action ahead of time.
 Keep halls and doorways clear of carts and other obstruction to permit smooth exit in
case of fire.
 Report broken or missing exit sign, alarm, fire extinguisher and other safety equipment
and tools.
 Learn the evacuation route, including the nearest and alternative exits and how to report
a fire.
CONTROL MEASURES IN CASE OF HOTEL FIRE
1. If fire alarm sounds, follow proper evacuation procedures
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1.1. Knock in each room and announce fire.

1.2. Escort guests toward the nearest fire exits.
1.3. Use stairs not elevators.
2. If you discover fire:
2.1. Activate a fire alarm if it is already out of control.

2.2. Call the Fire Fighting Team. This is usually assigned to the Engineering or Facilities
Maintenance Office. If there is no such team, call the telephone operator who will call for
rescue at the fire department.
2.3. If it is a small fire, help to extinguish it using the fire extinguisher.
2.4. Always make sure that the fire exits are free of any obstruction.
Duty to Provide Safe Premises
The duty of an hotel to provide safe premises is based on the common law duty owed to
business and social invitees of an establishment. Under common law, hotels must exercise
reasonable care for the safety of their guests. Hotels may be found negligent if they knew or
should have known, upon reasonable inspection, of the existence of a danger or hazard and
failed to take action to correct it and/or warn guests about it. Accordingly, hotels have an
affirmative duty to inspect and seek out hazards that may not be readily apparent, seen or
appreciated by patrons and guests. In addition, they may have an affirmative duty to warn guests
of dangers or hazards. If the risk of harm or damage was foreseeable, and the hotel failed to
exercise reasonable care to either eliminate the risk or warn guests of its existence, the hotel
may be liable for any resulting harm or damage caused by its negligence ("proximate cause").
However, the law does not protect hotel guests from their own negligence. An "open and
obvious" hazard, such as a bathroom tile floor that becomes slippery when wet after reasonable
use, is not a basis for liability. On the other hand, if a poorly maintained bathroom fixture results
in standing water on the tile floor, and an unsuspecting guest enters the bath-room and slips on
the tile, the hotel would most likely be liable for damages. Likewise, standing water on any floor
in the hotel, if left standing beyond a reasonable time for management to have detected and
eliminated it, may result in liability for the hotel.
Hotel swimming pools are a major topic for litigation battles. After a rash of lawsuits in the 1970s,
diving boards have disappeared from almost all hotel pools. But that has not stopped diving
accidents from occurring as a result of swimmers leaping from the edges of pools, piers, and
docks. It is important that "NO DIVING" signs are posted in highly visible areas. There is no
minimum requirement regarding the number or nature of posted warnings, but a hotel's diving-
accident history is key in establishing what would be considered "adequate," "sufficient," or
"satisfactory" posted warnings in any legal matter. Statutes in most states do not require the
presence of lifeguards at hotel pools. However, "NO LIFEGUARD" warnings should be posted
and visible from all angles of the pool. All water recreational facilities must have emergency
telephone service.
Harm or Damage Caused by Other Guests
Hotels have an affirmative duty to exercise reasonable care for the safety and security of their
patrons. This obligation may include the duty to evict or otherwise restrain drunken or disorderly
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guests or patrons who may possibly cause harm to other guests or their property. However, the
hotel also has a duty not to cause foreseeable injury or harm to the drunken or disorderly guest
as a result of the eviction. Under those circumstances, hotels must seek more reasonable
alternatives, such as contacting police and arranging safe transport of the drunken or disorderly
guest or escorting the person back to his/her room (if this can be done safely without the risk of
recurring problems).
A major area of liability exposure is in the serving of alcohol to guests and non-guests. If the
hotel actually creates the risk of harm by serving alcohol to an already-intoxicated person, other
laws come into play, most notably, state "dram-shop" acts. These laws generally provide that
persons injured by intoxicated persons may sue the seller/provider of the alcohol (in this case,
the hotel). Hotels can also lose their liquor licenses for serving minors, and, in many states, can
be sued for a subsequent drunken driving accident caused by the minor.
Hotels also may be liable for the personal injury of guests caused by the criminal act of another
patron or guest, if it can be established that the hotel was negligent or at fault. Criminal acts of
other patrons do not always fall into the category of foreseeable risks that hotels can protect
against. Nonetheless, in assessing potential fault of the hotel, several factors will be considered.
Was the injury or harm reasonably preventable? Who was in charge of security? Were security
personnel properly trained? Is there a past history of crime at the hotel? Were assessments of
security risks ever established for the hotel? Were security personnel uniformed? Were there an
adequate number of security persons on hand to handle routine matters as well as potential
emergencies or crises?
Harm or Damage Caused by Third Persons
Hotels have an affirmative duty to exercise reasonable care for the safety and security of their
patrons. Therefore, they must protect their guests and employees from foreseeable criminal acts
of third parties. In most states, a greater burden of protection is placed upon hotels than upon
landlords and other business owners. However, the law in this area varies greatly from state to
state. Most states hold that hotels are not liable for third-party crimes unless at fault (negligent) in
reasonably protecting guests from foreseeable harm.
For example, numerous court decisions nationwide have found hotels liable for failing to provide
adequate locks on doors and windows. While the lodging industry does not recognize an official
"standard of security," there are several minimum safety and security measures that indicate
compliance with "standard practices," and have in fact been used to establish legal precedent.
These would include deadbolt locks, viewing devices (peepholes) on room doors, chain locks,
communication devices (telephones to enable emergency calls for assistance), and track bars for
sliding glass doors. Closed circuit television has been found to be fundamental to reasonable
security in facilities with several entrances, high-risk parking lots, or remote locations.
It is fair to say that the ultimate test in establishing hotel liability is to ask whether the hotel had
taken reasonable steps to prevent certain crimes, in light of the relevant facts and circumstances
surrounding the particular incident. Often, the hotel is simply the location of a random crime.
Other times, it is the preferred location for a particular type of crime, thereby enhancing the
probability of its recurrence, and raising questions of potential liability.
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Generally, the same or similar assessment of hotel security will be appropriate for crimes
commit-ted by third parties as for those committed by other guests or patrons. Ultimately, there
must be fault on the part of the hotel in failing to prevent harm caused by foreseeable risks. The
probability of occurrence of a particular crime or type of crime, as well as the level of care
required from the hotel, are questions of fact which may vary from case to case.
Natural Disasters, Acts of God, Public Enemies, Catastrophic Exposures
Common law and most state statutes excuse hotels from liability if guests are injured or harmed
as the result of an act of God or natural disaster. Hotels are likewise not liable for terrorist acts or
harm caused by public enemies. Most hotel insurance policies exclude coverage for catastrophic
or widespread disasters which affect a great number of insureds or an unmanageable number of
claimants. Acts of war, damages arising from nuclear energy,
and certain exposures to pollutants are routinely eliminated from coverage. Notwithstanding,
hotels are keenly sensitive to enabling guests to vacate the premises, in an orderly and speedy
fashion, in the event of a catastrophe.
Responsibility for Personal Property
To avoid liability, most hotels exempt themselves or substantially limit their liability for loss or
damage to valuables kept in hotels rooms. Most will post conspicuous notices declaring that
valuables worth more than a certain amount of money (e.g., $250) must be stored in the hotel
safe in order to be covered for loss. When a hotel requests that a guest state a "declared value"
for valuables, the hotel generally has the right, on behalf of its insurer, to inspect the valuables
for stated value. Room safes are generally recommended only if they contain digital keypads,
and the guest assumes all responsibility for getting into the safe and keeping the combination
confidential.
A hotel is generally not liable for loss of luggage or other personal items belonging to guests of
the hotel and lost in areas other than the guest's private room, unless the hotel or its employees
are at fault.
Statutory or Contractual Limitations on Liability
Hotels may waive, exclude, or limit liability coverage for certain losses or harms, including dollar
amount limitations on loss of valuables, and may exclude from coverage any assaults or crimes
committed by third parties. It is imperative that guests check their hotel's policies prior to
checking in, to review its liability limitations.
All states have enacted legislation that permits hotels to limit their liability for damage to guests
or their personal property. This action even may include limits placed on damages resulting from
the hotel's own negligence ("exculpatory clauses"), unless found to be "unconscionable" in
certain jurisdictions.
Whenever hotels intend to limit their liability, it is almost always required that they notify guests in
a conspicuous manner. Failure to post adequate notices in conspicuous locations may result in a
court finding that the limits are not in effect and that the hotel must cover the entire loss, if
applicable.
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Innkeepers' Liens
Many states have retained the common law right of an "innkeeper's lien." If a hotel has properly
evicted a guest, or if a guest refuses to leave or pay, the hotel may take into its possession the
personal property of the guest and hold it as security for hotel charges. Innkeepers' liens differ
from others in that the hotel need not take physical possession of the guest's personal property,
but may simply prevent its removal from the hotel until the debt is satisfied. Hotels cannot sell the
goods or personal property until there has been a final judgment in an action to recover charges.
Good Samaritan Acts
Laws regarding Good Samaritan acts generally apply to hotel personnel in emergencies. Most
states have Good Samaritan Acts that generally shield persons from liability if they try to save a
life but fail. Florida was one of the first states to enact new legislation allowing hotel desk clerks,
among others, to revive heart attack victims using automated defibrillators, without the fear of
exposure to unreasonable lawsuits.
Unusual Cases
In the 1996 case of Woods-Leber v. Hyatt Hotels of Puerto Rico, Inc., a federal district court
found that the posh oceanfront Cerromar Beach Hotel in Dorado, Puerto Rico was not liable for
damages caused by a rabid mongoose that entered upon the hotel grounds and bit a guest. The
hotel had no control over adjacent bordering swamplands, and no history of recurrent visits from
mongooses.
Nor was there liability in two bizarre swimming pool cases: one involved the death of a 12-year-
old girl whose hair was caught in a whirlpool's suction; the other involved a Scottish Inn guest's
entrapment when his genitals became stuck in the pool's suction hole. There is no duty to warn
of unique hazards.
In 1999, several pre-lawsuit notices were filed against California hoteliers for alleged violations of
California's controversial "Proposal 65 of 1986." The statute was intended to provide warnings
about hazardous waste sites and contaminated water. However, lawyer Morse Mehrban, on
behalf of the California Consumer Advocacy Group, sued Hilton Hotels, Fairfield Inns, and
Residence Inns by Marriot for alleged violations of "Prop 65" involving guest exposure to
chemicals in alcoholic beverages, chemicals in second-hand tobacco and cigar smoke, and
noxious fumes in enclosed parking structures. Under the law, violations must be corrected within
60 days of notice. Prop 65 places primary burden on the manufacturer or packager of alcoholic
and tobacco products, but responsibility shifts to hotels when products are separated from their
original packaging, such as when hotels serve "house wine" or "house cigars" from hotel
humidors. In such cases, liability can be avoided if hotels post required warning signs or correct
the defect within the notice period.
COMMON DANGER SPOTS THAT CAN TRIGGER ACCIDENTS
1. Scattered rugs – they should be placed or tacked on a non-slid mats.

2. Electric cords – keep them off the floor and fasten them so that no one can trip on them.
3. Bathtub or showers – in cooking and washing, occasional spills and grease spots are bound to
happen. Wipe them at once. Liquids on floors make slips and slide inevitable.
4. Stairways – be sure they are well lighted. Firm handrails should be provided. Toys and other
objects should not be left on stairs or the landing area.
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HOUSEKEEPING NC II
 Check ladders for possible defect or worn out tiles.

 Do not read while going up and down the stairs.
 Do not carry objects that will obstruct your view while going up the stairs.
MOVING AND LIFTING SAFELY
1. Wear the right shoes. Working shoes should be slip resistant, with a closed toe and fit to give
you the best comfort.
2. Watch where you are going to prevent slips and falls.
3. Use door stopper and not linens or objects that could cause a slip or fall.
4. Turn on lights and look at all sides before entering any room. There maybe spills or broken
glasses on the floor that need to be cleared.
5. If a broken glass is found, sweep the floor and place the glass in a container that is separate
from the trash.
6. To push the room boy’s cart easily, check if it has sticking wheels. Without this wheel, it will be
hard to push the cart and the user can be injured. Remove sticking thread on the wheels.
7. Be careful with loose screw or sharp edges as they could catch on one’s clothing and results
to cuts or wounds.
8. When pushing the cart, lean forward into the cart, rely on one’s legs and feet not on one’s
back or across one’s body.
9. Keep the cart close, use your feet and legs and not the arms and shoulders when pushing it.
10. In case a cart falls down, do not try to catch it or make it stand by yourself. It is heavier than
you think and you can be injured as it can cause an accident. Ask for help.
LIFTING OBJECTS
1. When tucking sheets, picking up a laundry or cleaning a tub, bend by your knee and not by
your back, nor by the waist so as to prevent back injury. Keep the load close to body. Keep back
and head straight and avoid twisting.
2. When reaching for an object, especially in the tub, never stand on the edge of a toilet bowl.
You might lose your balance and fall.
3. Do not hang unto the soap dish or shower head as it may break and cause injury.
4. Do not stand on a terry mat or towel since it had a slippery surface.
5. The safest way to reach the walls around the tub is to stand in the tub, close to the wall so you
can reach high surfaces without over stretching.
6. Check the size of the object and get help when lifting it when it is heavy.
7. Do not rotate mattress or move heavy furniture without assistance from others.
8. If it is hard to reach an object comfortably, use an extension handle tool.

9. When kneeling on a floor, cushion your knees with bath mat or towel.
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HOUSEKEEPING NC II
10. Use your body weight in pushing and pulling the vacuum, not just your arms and shoulder. If
you vacuum correctly, a relax grip on the handle is all you need.
11. Keep the cord of cleaning machines out of walk-ways in public areas.
12. Use your body weight in pushing and pulling the vacuum, not just your arm or shoulder. To
avoid slips, hold the cord and the coil as you go.
13. Do not overload laundry cart so that it will be easier to pull it.
HANDLING CHEMICALS AND PATHOGENS SAFETY
1. Read the labels and the material safety datasheet.

2. Wear personal protective equipment like goggles and hand gloves as protection from spills
and splashes.
3. To use the chemical correctly, follow the direction written on the label.
4. Use chemicals only for the purpose that is intended for their use.
5. Be sure the correct chemical is properly labelled in containers.
6. Cap of bottles/containers should be tight and the broken nozzles must be replaced to prevent
drips.
7. Never mix chemicals. The result can be potentially deadly. For instance, a mixture of bleach
and ammonia can create fumes.
8. Use the right amount of chemicals. Excessive amount can cause damage.
9. If a chemical spills, blot the surface. A minor spill can easily be cleaned up. If not sure of how
to clean up a spill, ask the supervisor.
10. If a chemical spills on your skin, rinse as directed in the material safety data base.
11. If your eyes are exposed and contaminated by a spill, rinse it with clean water and get
immediate medical assistance.
12. Handle potentially contaminated items as little as possible.
13. Use proper container for disposal of items.
14. Clean contaminated areas.
15. Thoroughly wash hands after using chemicals.
FIRST AID FOR ACCIDENTS
When accidents occur causing an injury, do the following:

1. Be calm. Do not panic.
2. Take the injured person to the clinic or to a safe place if there is no clinic.
3. Inform your supervisor right away. Make an accident report.
4. In case the accident is caused by electrical power contact do not touch the victim. Turn off the
main switch first before moving him to a safe place.
5. For light burns, apply cold compress.
6. For heavy burns bring the victim to the clinic or hospital.
7. Never open blisters.
8. If a person is fractured, do not move the victim so as not to cause more serious injury. Call for
professional help.
9. If there is severe bleeding, apply clean cloth on the wound and transport the victim to the
hospital immediately.
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HOUSEKEEPING NC II
SANITATION IN HOUSEKEEPING
What is Sanitation? - Refers to the maintenance of healthy and hygienic conditions that is free
from disease- causing organisms.
What is cleanliness?- Means free from visible dirt.

What is Sanitary? – Means free from disease – causing organisms and other harmful
contaminants which are often not visible to the eyes.
What is Microorganism? - are tiny, living and active beings that rapidly multiply in numbers.
Bacteria breeds in unsanitary, moist and slightly acidic environment like:

• Dirty surroundings
• Wet, un-disposed and uncovered garbage
• Stagnant and dirty water
• Crowded places like storerooms that are dirty
• Un-disposed, un-covered left over foods
• Dirty and un-sanitized containers, pans and utensils
PEST CONTROL
Kinds of pests, their Biology and Characteristics:
1. Rats, Rodents, or Mice

• Eat tremendous amount of food of its size
• Its hairs and droppings contaminate food
• Can cause fire by gnawing electrical wiring
• Carrier of disease like typhoid fever and jaundice
• Excellent climbers
• Good swimmers
• Rest in secure places like burrows and double walls, between floors and piles of rubbish
• Can squeeze through a ½ inch hole
• Can drop in 50 feet yet survive
• Come in different kinds, color and sizes
CONTROL MEASURES:
1. Maintain proper sanitation. Without food they cannot survive so do not give them access
to food by covering and stagnant water.
2. Cover all possible entrances by using screen, by patching up holes and by closing doors
all the time.
3. Use rat poisoning or rat baiting to eliminate rats.
4. Destroy their hiding places like crowded storerooms. Decongest the stockroom, fumigate
and keep them clean.
5. Use rat proofing to gets rats out of the building. It is easier to kill rats that are already
inside.
2. Roaches (German, America, Oriental)

 They carry disease- causing bacteria on their bodies and deposit them on food through
their excreta, vomit and bodily contact.
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HOUSEKEEPING NC II
 The female lays 25 – 40 eggs at one time, enclosed in a leathery pouch called ootheca
( she lays 80 -12 thecae)
 Hatching of their eggs depends on the temperature and ranges from 4- 5 weeks or 32- 42
days.
 Flattened bodies allow them to hide in narrow cracks and crevices, cabinets, hallow walls,
plumbing areas, dark places and hard to reach areas.
CONTROL MEASURES:
1. Preventive – proper sanitation, prevention of entrances and elimination of harborages.

2. Corrective – application of liquid pesticides like residual knockdown and spray
insecticides.
3. Thorough and frequent treatment is recommended.
3. Flies
• Carrier of bacteria that cause variety of human diseases like typhoid, dysentery, diarrhea,
cholera, etc.
• They feed on human and animal wastes, their bacteria stick to the mouth, foot and hair
and are deposited in the food intended for human consumption.
• They lay eggs 150 at one time, hatch in 24 hours or less and within 10 days after
emergence from pupa.
CONTROL MEASURES:
1. Start with sanitation, follow proper cleaning procedures and promptly remove wastes from
the area.
2. Keep all garbage cans covered. Once disposed, clean the can thoroughly.
3. Treat all breeding places with larvicide.
4. Use residual spray, poison baits and space spraying control.
5. Open and clean floor drains at least weekly.
6. Do not allow food particles to accumulate in floor walls and junctions.
4. Mosquitoes
• Blood sucking insects that annoy man and other animals.

• They do not also transmit various diseases like malaria, yellow fever but they also make
potential recreational area unsuitable for development.
• Female mosquitoes usually need blood meal in order to survive and lay eggs. Males do
not feed on the blood but on nectar and other plat juices.
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HOUSEKEEPING NC II
• Eggs laid in pools, growing plants, canals, empty barrels, tin cans, etc. hatch in 1 day to 3
days depending upon the weather conditions. 2 or 3 days after emergence, the female
mosquitoes takes her 1st blood meal and now ready to deliver the first batch of eggs
ranging from 15 to 140 or an average of 57. Average life span is 30 days.
CONTROL MEASURES:
1. Remove stagnant water. Drain the pool or drum of water.

2. Employ mechanical control. Like screens and mosquito nets.
3. Utilize larvae control. Pour larvicide chemical like kerosene and melathion on canals and
other bleeding places.
4. Utilized residual/knockdown spraying of non- toxic chemicals. Methods of application may
take the form of space sprays, residue or smokes.
5. Apply repellant chemical.
PEST CONTROL CHEMICAL/EQUIPMENT USED
Pesticide label:
 Highly toxic – danger (poison) skull/ cross bone
 Moderate low – warning (poison) skull/cross bone
 Lightly toxic– caution (poison) skull/ cross bone
 Relatively non toxic – caution
Application of Insecticides/ Pesticides:
1. Spraying – refers to dispensing of pesticide on affected areas by the use of sprayer or

compressed air sprayer.
2. Misting – releasing pesticide chemicals with the use of misting machine.
3. Fogging – make use of a gaseous form of pesticide coming from a fogging machine that
can reach high/unreachable areas.
GARBAGE AND REFUSE MANAGEMENT
GARBAGE CONTAINERS:
1. Garbage and refuse must be kept containers that:

 Are durable
 Are easily cleanable
 Insect proof
 Are rodent proof
 Do not leak
 Do not absorb liquids
2. Plastics bags and wet- strength paper bags maybe used to line these containers. These bags
may also be used for storage inside the food service establishment.
3.Cover all containers used in food preparation and utensil – washing areas.
4.Containers stored outside the establishment must be:
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HOUSEKEEPING NC II
 Easy to clean
 Provide with tight- fitting lids, doors, or covers
 Kept covered when not in actual use
5. Keep drain plugs in containers designed with drains, in place at all times, except during
cleaning.
6. Provide enough containers to hold all the garbage and refuse that have accumulated.
7. Clean containers frequently to prevent insect and rodent attraction. Clean thoroughly on the
inside and outside.
8. Provide suitable facilities, including hot water and detergent or steam, for washing of
containers.
9. Liquid waste from compacting or cleaning should be disposed of as sewage.
GARBAGE STORAGE
1. Store garbage and refuse in a way that insects and rodent cannot get into them.
2. Do not store unprotected plastics bags, wet-strength paper bags, or garbage outside the
building.
3. Cardboard or other packaging materials that do not contain garbage do not have to be stored
in covered containers.
4. Garbage or refuse storage rooms must be made of easily cleanable, non- absorbent,
washable materials. These rooms must be kept clean, be insect proof and rodent proof, and
must be large enough to store the garbage and refuse containers that accumulate. They should
also be clean and covered from public view.
5. Store outside garbage/refuse containers, dumpsters, and compactors systems on a smooth
surface of non-absorbent material such as concrete or machine –laid asphalt that is kept clean
and in good repair.
REFUSE DISPOSAL
1. Garbage and refuse must be disposed of often enough to prevent odors and the attraction of
insects and rodent.
2. Keep area around incineration facilities clean and orderly. If garbage or refuse is eradicated by
burning, use legal, controlled incineration that prevents particles from entering the atmosphere.
3. Do not place food scraps in protected sanitary containers.
4. Do not allow containers to overflow.
5. Do not stack refuse containers.
6. Report broken or refuse containers.
7. Keep hands out of mechanized garbage disposal machines.
How to Arrange Flowers Tips ( 7 tips )
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HOUSEKEEPING NC II
If you're ready to dive into the waters of fresh flower arranging, it's important that you understand
the placement guidelines. You can't just stick flowers wherever you'd like, there is an art to
placing the materials. Here are some rules to adhere to:
 The largest and darkest flowers are usually placed close to the base of the design.
 The smallest and lightest flowers are generally placed at the outer edges of the
arrangements.
 In symmetrical arrangements, flowers should be spaced evenly throughout the
arrangement.
 In asymmetrical arrangements the materials should be placed in a way that visual weight
is distributed evenly throughout the display.
1. Know your materials

Making a fresh flower arrangement may not be simple but it's a lot more digestible if you
understand the materials that you're dealing with. The basic materials in a flower arrangement
are divided into four categories which are line, dominant, secondary, and filler materials. If this
means nothing to you, help yourself to a better understanding by noting the guide below:
 Line materials: are used to set the general line direction of the arrangement. These
materials generally include foliage, twigs, and tiny flowers. These should be the first
materials placed in the arrangement.
 Dominant materials: these are the biggest materials in the entire arrangement and should
be placed right after the line materials.
 Secondary materials: these are slightly smaller than the dominant materials and are used
to help achieve shape and add to the form of the overall design. These should be placed
after the dominant materials.
 Filler materials: generally consist of foliage or small flowers. These are used to fill up any
extra spaces in the arrangement and should be the last material placed.
2. Mind your Proportion and Scale when Arranging

Proportion and scale are two crucial elements of flower arranging. These elements ensure that
an arrangement will fit in a setting properly. In order to achieve proportion, the size and quantity
of the materials in a display should make sense in relation to the container in which
they are placed. In order to achieve good scale, an arrangement must make sense in its location
(it shouldn't be too large or small for the area where it is placed.
 In order to achieve proportion and scale, relate the quality and size of the arrangement to
its vase or container and relate the arrangement as a whole to its setting.
3. Guide To flower Height in Arrangement

The general rule of thumb when placing flowers in a vase (or other container) is to let the vase
take up 1/3 of the total height of the arrangement. For example, if you were needing a 12 inch
arrangements, your vase should be four inches tall. Your flowers would make up the additional
eight inches of the arrangement.
4. Use harmony and Contrast when arranging Flowers
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HOUSEKEEPING NC II
If you're wondering how to arrange flowers, a great place to start is by understanding harmony
and contrast. These two elements are used together to create unity within an arrangement as
well as to help it work with its surroundings. The two work as follows:
 Harmony: is when the arrangement compliments its surroundings by being similar in a

way that makes it seem to belong. This is achieved when elements of the surroundings
exist within the arrangement (like similar colors or textures).
 Contrast: is created when the arrangement uses elements that are different enough from
the surroundings that it won't blend in completely—it needs to stand out to be noticed.
5. Ensure that the Arrangement is Appropriate for its Surroundings

When creating a fresh flower arrangement, it's essential that you think about a lot of things in
order to ensure that it goes with its surroundings. Here are some questions to ask yourself before
arranging:
 Which room will the arrangement be placed in? Make sure that the arrangement makes
sense in the room you place it in—you wouldn't want to place a fancy arrangement fit for
a formal dining room in a kitchen or the bathroom.
 What is the color scheme in the room and what is the rest of the décor in the room like?
Make sure that the colors in the arrangement blend with the colors in the room and that
the décor is consistent. For example, if the room is decorated in a Victorian style, you
wouldn't want bright flowers in a sleek,
 Will the arrangement be a centerpiece or will it be off to the side? If the arrangement will
be used as a centerpiece, it is important that it is full enough to make an adequate
centerpiece but not so tall that people have to strain to see over or around it.
6. Contain those Flowers with Style
Before you start deciding how to arrange a flower bouquet exactly the way you want it you will
need to figure out what you're going to put those flowers in. Containers are an integral part of
flower arranging and can make or break the entire arrangement. When picking something to put
your flowers in, consider line direction, color, texture, and arrangement size. Overall, the
container needs to compliment both the arrangement and the surrounding in which it will be
placed. As you probably know, vases are the most popular containers used to hold
arrangements. Don't limit yourself, however, this is the time to allow your creativity to shine
through. Here are some great ideas:
 Country containers: terra cotta pots, baskets, watering cans, and clay pitchers.
 Contemporary containers: simple shapes with even lines and minimal details.
 Traditional containers: elegant containers made of traditional materials like silver and
porcelain (tea pots and candy dishes).
7. Achieve Balance
In flower arranging it is important that the finished product is positioned and secured correctly in
its container. By achieving this you achieve “balance” which is an essential element in the
flower arranging process. Visible balance is what makes the entire arrangement pleasing to the
eye. The two main types of balance are called “symmetrical balance” and “asymmetrical
balance” and both are defined below:
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HOUSEKEEPING NC II
 Symmetrical balance: is when flowers placed in a container can be split exactly down the
middle and both sides are so much alike that they appear almost as reflections of one
another. This is achieved by placing the same flowers on both sides in the same pattern.
 Asymmetrical balance: is when flowers placed in a container and split down the middle do
not appear as reflections of one another. Even though they appear different, however,
they have the same visual weight.
HANDLING LOST AND FOUND ITEMS
Operating Procedures
1. Any housekeeper who finds any item left behind by the guests in guestrooms, conference
rooms or elsewhere shall bring the said items to the Housekeeping Office for safekeeping.
Failure to do so is an offense and subject to disciplinary action.
2. The office staff who receives the item/s shall:

2.1. Fill up the Lost and Found receipt slip in triple.
2.2. Wrap the item and attach the original copy of the L & F receipt slip.
2.3. Give the 2nd copy of the L & F receipt slip to the finder as he will present the slip upon
claiming the unclaimed item of the guest.
2.4. File the 3rd copy of the L & F slip at the Housekeeping Department and record 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 upon discretion of the Housekeeping Manager.
b) 6 months for non-valuable items like clothes, towels, bags, etc.
c) One year for valuable items like jewelries, money, camera, etc.
The items can be released according to the discretion of the Manager.
The grace period may vary depending on the policy of the hotel.
4. Effort have to be taken to inform the possible owner of the lost item. In case of group
bookings, the organizer shall be informed.
5. If the items are not claimed after the grace period set for claiming said item, the 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
following:
 Check the name and identity of the finder. Ask for proper identification.
 Ask him to describe his lost item and compare his description with the item kept in the
vault.
 If the description of the claimant conforms to the recovered item, then issue it to him.
 Ask claimant to acknowledge receipt of the item by signing in the form.
DEF HOTEL
LOST AND FOUND RECEIPT SLIP
Time/Date: ___________________________ Serial No: __________________________

Description of item:
89
HOUSEKEEPING NC II
_________________________________________________________________
Name of Guest : ________________________________________________________
Room no./Area Found: ____________________________ Stored At: ___________________

Turned over By :____________________________ Dept: ______________________
Received By : ____________________________ Signature: __________________
Witnessed By : ____________________________ Signature: __________________
Released Date if claimed: _________________________ Claimed by: ________________
Signature of claimant : _______________________________
Note: the attached item (s) that are covered by this slip shall be held for safekeeping by the hotel until
the prescribed period.
Original copy: Attached to L & F article

2nd copy : Finder
3rd : Housekeeping office
OTHER FORMS:
CONTROL FORMS FOR BORROWED ITEMS
Room No: _____________________

Guest Name: ______________________________________________________________
Date: ____________________________ Time: __________________________________
Issued by: ________________________________________________________________
Received one (1) unit of:

_______________________: Remote control
_______________________: Adaptor
_______________________: Transformer
_______________________: Others
____________________________________
Guest signature
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HOUSEKEEPING NC II
Returned/retrieved form guest on _______________________________

Received by ______________________________________
NOTE: TO BE CHARGED IF NOT RETURNED

One copy: Guest
One copy: F.O. cashier
One copy: Housekeeping Office
ACCOMPLISHING PRODUCTIVITY AND CONSUMPTION REPORT
Date: ______________________
ROOM ROOM TIME NO.OF

NO. STATUS REPLENISHED
From To In Out Guests FS- FS P PC BT HT WC BM Remarks
D -S S
1 2 3 4 5 6 7 8 9 10 11 12 13 14
101
102
103
104
105
106
107
108
TOTAL COMSUMPTION FOR THE DAY
TOTAL NO. OF ROOM CLEANED
OD– OCCUPIED LEGEND

DIRTY
VD – VACANT DIRTY FSD FITTED SHEET DOUBLE
VC – VACANT CLEAN FSS FITTED SHEET SINGLE
BT BATH TOWEL
HT HAND TOWEL
WC WASH CLOTH
BM BATH MAT
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HOUSEKEEPING NC II
Prepared by: ___________________________

Room Attendant
Validated/ Acknowledged by: _______________________________.
Key Endorsement Form

Date Room No. Releasing Receiving ( Returning)
Time Endorser Endorsee Time Endorser Endorsee
FORMS FOR MONITORING
Tools for Assessing work performance of room attendants.
Room Attendant ______________________ Date:___________________
Room/area Room Result of work performed Other Tasks

assignments Status
Quality of Timeliness Not Other Accomplished
work No. of accomplished remarks
minutes
101
102
103
104
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HOUSEKEEPING NC II
105
106
107
108
109
110
111
112
Assessed by: ___________________________________
Housekeeping Supervisor
Rating for quality of work:
5 – Excellent – room make up satisfies all requirements and standards in terms of quality of
cleaning, order and completeness of amenities.
4 – Very good – above average requirements
3 – Good –average- acceptable but needs slight improvement, minor deviations
2 – Fair – little below average or normal requirements, some deviations from standards
1 – Poor – far behind average requirements, a lot of deviations from standards
REFERENCES
1. Aleta A. Nitschke, Managing Housekeeping

Operations, Published by the Educational Institute of
the Amer Hotel, 2002
93
HOUSEKEEPING NC II
2. Andrew and Sudhi, Hotel Housekeeping

Management and Operations, Taba Mc Graw Hill
Publication
3. Thomas A Jones, Professional Management of

Housekeeping Operation 5th edition, Culinary and
Hospitality industry Publications Services 2007
4. William S. Gray and Savatore C. Liguori, Hotel

and Motel Management,Prentice Hall Publications,
India 2002
5. Piyush Bhatnagar, Rajesh Garg, Hotel Industry

and Housekeeping Management,By SBS Publishers,
2009
94

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What are the different types of housekeeping services covered?

What are the different types of housekeeping services covered?

What are the 6 S's of good housekeeping?

What are the 6 S's of good housekeeping?

METRO DUMAGUETE COLLEGE

Unit of Competency: Provide Housekeeping Service to Guests 2

Introduction to Housekeeping 3-4

Unit Of Competency: Clean and Prepare Rooms For Incoming Guests 34

Nature and Scope of Room Maintenance 35-36

Unit of Competency Provide Valet/Butler Service 55

Unit of Competency Laundry Linen and Guest Clothes 62

Linen and Laundry Service 63-65

Unit of Competency: Clean Public Areas, Facilities and Equipment 75

Public Maintenance 76-82

Unit of Competency: Deal with/handle Intoxicated Guests 72 -77

CODE NO. BASIC COMPETENCIES

500311105 Participate in workplace communication

CODE NO. COMMON COMPETENCIES

TRS311201 Develop and update industry knowledge

CODE NO. CORE COMPETENCIES

TRS5123111 Provide Housekeeping Services to Guest

A person who has achieved this Qualification is competent to be:

UNIT OF COMPETENCY : PROVIDE HOUSEKEEPING SERVICES TO GUESTS

Challenges for the Housekeeping Department:

 Responsibility for the largest volume of area within the hotel

Good housekeeping Poor housekeeping

Customers feel comfortable Customers feel uncomfortable

The importance of high standards of cleanliness to the guest cannot be underestimated. We

●The Housekeeping management aims to deliver high standards in generally challenging

1. Domestic Housekeeping – refers to housekeeping maintenance in a house. It covers

2. Institutional Housekeeping – applies to housekeeping maintenance in commercial lodging

1. Maintenance of Public Areas to include:

2. Rooms Maintenance, covering:

3. Linen and Laundry Service, servicing:

HOUSEKEEPING ORGANIZATIONAL CHART

ORGANIZATIONAL CHART OF HOUSEKEEPING DEPARTMENT

Room Attendant or Houseman and Gardener and

ORGANIZATIONAL CHART OF HOUSEKEEPING DEPARTMENT

(For big establishment)

Linen and Laundry

Gardener/ Grounds Steam Presser/

The Housekeeping Team

Personal attributes of Housekeeping staffs,

JOB RESPONSIBILITIES OF ROOMSKEEPING STAFF

A. ROOM MAINTENANCE SUPERVISOR OR MANAGER

B. ROOMBOY, CHAMBERMAID OR ROOM ATTENDANT

C. MINI BAR RUNNER/ATTENDANT

 To attend to mini-bar installation, replenishment, inventory taking, stocks requisition and

THE 5 S’s OF GOOD HOUSEKEEPING

The objectives of the “5 S’s are to:

 Keep order in a work place, buildings, offices, other establishments;

The 5 S’s stands for 5 elements, namely:

1. Seire – Sort 2. Seiton – Systematize

It is however important to add two more “S’s” that is;

E. Shitsuke – SUSTAIN/SELF DISCIPLINE

F. Safety & Security

STANDARDS OF GOOD HOUSEKEEPING

4. Guests and Client’s Comfort

Dealing with Carpet Stains and Spills