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HOUSEKEEPINGHOSPITALITY-it is the cordial and generous reception and entertainment of guests or strangers, either socially or commercially.HOUSEKEEPING-refers to the upkeep or maintenance of cleanliness and order in a house or lodging establishment, be it in an inn, hotel, apartel, condominium, resort, dormitory or hospital.* Types of Housekeeping*1. Domestic Housekeeping-refers to housekeeping maintenance in a house, it include bedrooms, kitchen, dinning, receiving area, grounds and the surrounding areas within the house.- the lady of the house acts as the head housekeeper and is responsible in keeping the household in proper order.-simpler to manage2. Institutional Housekeeping- applies to housekeeping maintenance in a commercial lodging establishments like hotels, resorts, inns and apartels.- blown – up to a more complex and sophisticated tasks. With a lot of guests to attend to, housekeeping responsibilities have to be distributed to several sections or areas of the housekeeping department.HOUSEKEEPING DEPARTMENTThe largest department in a hotel and considered the heart of the hotel.Objectives of the Housekeeping DepartmentService – maintain highest standard of guest service*Every effort must be made to provide maximum guest satisfaction* 2. Quality – all guest must be able to relax in a clean, quiet, and comfortable surroundings. 3. Excellence – guests must be serviced by the finest and most modern techniques and equipment available.Importance of HousekeepingPrevention of bacterial contaminationWithout housekeeping, the establishment becomes highly vulnerable to bacterial contamination that could result to illness or disease.Maintenance of furnitureFurniture when not properly cleaned and maintained will have short life span.Makes way for safety hazards that could endanger the guests or costumers.Responsibilities of the Housekeeping DepartmentResponsible for equipment, staff, linen and uniforms of the department and the hotelResponsible for designing, implementing and evaluating Housekeeping systems.Responsible for providing best appearance of public areas and guestrooms.Responsible for maintaining a systematic and effective system for the departmentResponsible for coordinating with the department to maintain effective staffingResponsible for communicating with all departments to ensure smooth service to guestsResponsible to work together with the Training Department for programs to develop staff to the highest performance required by the hotel.AREAS OF RESPONSIBILITY OF THE HOUSEKEEPING DEPARTMENTGUESTROOMSClassification of GuestroomsAccording to number of BedsSingle room – is a room with single bed, good for one personTwin room – room with two twin or two single beds, good for 2 personsDouble room – is occupied by two persons with 1 double bedDouble – double – the room has two double beds or 2 queen beds, occupied by two or more persons. It is sometimes called TWIN DOUBLETriple Room – is occupied by three people, may have 1 double bed and a roll away bed or two single beds plus a roll away bed.Quadruple Room – is occupied by four people, may have two beds or moreFamily Room – has at least one double, with one or more single beds, design to accommodate a small familyKing Room – has a king – size bed, maybe occupied by one or two people or one small familyAccording to Price, Lay out and FacilitiesEconomy – room is designed for an economical rate usually short of standard facilities like air con, television and other amenitiesStandard – room is sold at moderate rate, equipped with standard facilities and amenities like air con, toiletries, television, night table De Luxe – room is more luxurious and spacious, with amenities of superior quality, sold at much higher price than standard Studio – room has a studio bed or a couch which can be converted into a bed. It may also be called an Executive room.Connecting rooms – consist of two or more rooms with entrance doors from the outside door between them through which guests can get through each bedroom without going out of their rooms.Suite – room has a parlor or living room connected to one or more full sized bedrooms, equipped with luxury amenities and sold at a higher price than the standard room.Types of Suites:Junior Suite – is a room with a bed and a sitting area (usually a small lounge), There may be a small, separate bed, connected to the living room or parlor. It is called a mini suite.Penthouse Suite – is usually located on top of the floor of the property.Executive Suite – is designed for a top executive, with facilities and amenities for superior quality.Hospitality Suite – is used for entertaining visitors, serving as function room or a parlor.Terminologies Used to Describe Various Types of GuestsVery Important Persons (VIP)Refers to well renowned guest like a high ranking official or executive who warrants special treatment and handling.Very, Very Important Person (VVIP)Is a highly renowned person who deserves extra special treatment. Example: dignitaries, ambassadors, etc.Free Independent Traveler (FIT) of Foreign Individual TouristRefers to a tourist or a traveler who is travelling alone or is not with any tour groupJoiner – is a person joining another guest in the same roomLINEN ROOMHousekeeping department’s own linensFood and Beverage linensEmployees uniformAll linen from the other departments of the hotelPUBLIC AREAS AND BACK OF THE HOUSE-offices-function rooms-restaurants-lounges-lobby and terrace- social hall- ballroom-guest’s cafeteria- comfort rooms4. LAUNDRY ROOM- Food and Beverage’s laundry- Housekeeping Department’s laundry- Guests’ laundry- Laundry from other departments of the hotel5. GARDENING AND LANDSCAPING- All surrounding areasHOUSEKEEPING PERSONNELHousekeeping staffs must show concern for guests, which makes the guests want to return (the basic ingredient for growth in the occupancy and success in the hotel business).Executive HousekeeperDirects and controls the activities of the Housekeeping department and all the housekeeping staffs.*Specific Duties:1. overseas the work of the house2. trains employees3. sees to it that all rooms and areas conform to the highest standards of the cleanliness and orderliness4. inspects room regularly5. Coordinates with the F.O regarding transfers of guests and problemsB. Assistant Executive Housekeeper - assist the housekeeper in the absence of the Executive HousekeeperC. Secretary of the Housekeeping Department- responsible for communications within H.K.D , F.O and other departments.*Specific Duties:1. administers lost and found articles2. receives and reports missing or damaged items for repairs3. in-charge of secretarial and clerical jobs at the H.K.DD. Floor Supervisor- head of room attendants-responsible for well maintained rooms*Specific Duties:1. assigns room attendants to their duties and inspects cleanliness2. examines rooms for repair and makes recommendations and replacementE. Room Attendants ( Room boys/Chambermaids-provides services for maintenance of guestrooms according to optimum standards of cleanliness and sanitation.*Specific duties:1. Cleans and makes up rooms2. Reports missing or damaged items3. Cleans doors, ceilings and mirrors4. Replaces supplies5. Submits daily reports6. renders assistance to the guests at all times.F. Linen Room Supervisor- in charge of the linen room and supervises the activities of the linen room and the linen room staff*Specific duties:1. Supervises the inventory of the linens and uniforms2. Ensures sufficiency of supplies through requisition and controls them.G. Linen Room Attendants- Responsible for receiving sorting, sorting and issuing of uniforms and linens.*Specific duties;Assists in the inventory of supplies.Assists in the arrangement of flowers.Sorts out linens for repair, discard or usePrepares and assembles linen and guests supplies as required.H. Seamstress/tailor;- responsible for repairs on hotel employee’s uniforms, hotel linens and guest’s clothing.*Specific duties;Reports condemnation of linens to usable ones.Assists in inventoryAssists in issuing suppliesI. Laundry Room Supervisor- plans and directs laundry room activities, and ensures economic process of laundry. *Specific duties;Coordinates with the other departments of the hotel to ensure availability of the supplies.Examines guest clothes and other items before processing.J. Laundry Room Attendants;- do the washing of linens, uniforms and guest’s laundry.K. Pressers- Irons linens, uniforms, guest clothes and other linens that needs pressing.L. Head Houseman;-directs and controls the activities covering public area maintenance and ensures conformity to prescribed housekeeping policies standards.*Specific duties; Maintains quality housekeeping in all public areas. Conducts regular inspection of the different public areas as to cleanliness and maintenance and checks for things that needs repair or corrective action.Checks order in all areas, ensuring that fixtures and furniture are in the right place, such as plant boxes, decors, etc. Monitors and supervises proper use and maintenance of cleaning supplies and equipment as well as tools and materials.Checks equipment regularly for their conditions. Have them cleaned and regularly and repaired when out of orderChecks and par stocks requirements and makes requisition for replenishment.Reports all unusual incidents and accidents his area.Trains, coaches and supervises his staff. Performs other related duties that may be assigned to him.M. Houseman- cleans and maintains public areas and do minor repairs in any area of the hotel.N. Powder-Room Girl-cleans, maintains and replenishes supplies of public guest rooms.-cleans and maintains employee’s lockers.O. Head Gardener-responsible for gardening and landscaping-supervises the work of gardenersP. Gardeners-maintains the gardens, indoor plants and the surrounding of the hotelQ. Mini-bar Runner/Attendant;- responsible for performing mini-bar operating procedures.*Specific duties;Maintains par stock of mini-bar items , request replenishments of consumed stocks.Makes records of consumption per room and prepares sales report.Assists in the promotion of mini-bar.Records salable stocks,, informs supervisor on slow or non-salable stocks.Conducts mini-bar inventory.Cleans and maintains mini-bar.Checks and collects mini-bar receipts in all guest rooms.Prepares billing of mini-bar consumption report, giving priority to expected checks outs for the day.Coordinates with the front office regarding bills specially late charges.Performs other duties as may be assigned.R. Laundry Velvet Attendant- administers guest’s clothes for laundry.PERSONAL PRESENTATION AND ATTITUDE*The way present yourself will have a lasting effect on guests*-it is also important that all employees have a pleasant appearance when working with fellow workers, as this helps to create a professional atmosphere and attitude among all staff members.-employees should create an impression that is efficient and speedy service-attitudes to work, guests and fellow workers are reflected in the way employees walk, stand and conduct themselves in the presence of the guests-behavior is “on show “all the timeGROOMING STANDARDSPERSONAL APPEARANCE AND HYGIENEPreventive measures against body odor should be taken-daily shower-use of deodorant-daily change of uniform2. The uniform should be worn properly, with nameplate3. Shoes should be clean4. Fingernails should be timed and kept clean5. For male employees:-hair should be well groomed and not touching the collar-face should be clean shaven – no moustache, beard or side burns-strong smelling lotion or gels should be avoided6. For female employees-cosmetics and perfumes should be used moderately.-jewelry shall be limited to a wristwatch, wedding bond or plain earrings-only light nail polish should be used-nets should be used for long hairSocks or stockings should be held up firmlyATTITUDE AND OTHER IMPORTANT PRACTICES AT WORKPunctuality is expected for every employeePunch in/out procedures should be carefully observedNotify management in advance in case of absenceImportant details should be jotted down. No one should trust these to memory.Unnecessary noise likely to disturb, annoy gusts should be avoided-talking or laughing loudly-whistling or singing-running on the stairs or corridors-horseplay6. Service elevators shall be used only in transporting supplies7. No smoking policy should strictly be observed8. Employees should stay only on areas where they are assigned.9. Use hotel telephones or intercoms for official business purposes only.10. Use employee’s restroom and facilities with care.11. Gambling, drinking alcoholic beverages and eating in guestrooms are prohibited.12. Personal guests of employees are to be discouraged from visiting or calling unless in cases of emergencies, and thru the personnel office.13. Furniture should be lifted not dragged.14. Cleaning materials and equipment should be used and handled with care.15. Standard procedure should observed unless otherwise directed by supervisors under certain conditions.16. Valuables and hotel properties should not be kept in lockers.SAFETY RULES FOR THE HOUSEKEEPING DEPARTMENT*Common sense is probably the best deterrent to accidents on the job and also protection for others in the Housekeeping department, to be alert for possible hazards. It can be said that AN OUNCE OF PREVENTION IS WORTH A POUND OF CURE. Suggested Safety Tips:Wipe up spills, leaks and tracked – in water promptly to prevent slips and falls.Repair ripped carpets immediately.Be careful in mixing detergents and cleaners so as not to splash on eyes and skin.Check electrical appliances and equipment before use, check for frayed wires, loose plugs and connections.Check light fixtures daily, dim light and dark areas can de hazardous.Report any injury to the supervisor immediately for first aid.Report any hazards such as broken floor and staircases, tripping hazards, defective light cords, ladders and tools left behind.Do not step at the edge of the bath tubs, or wash bowls using it as a ladder to reach higher surface.Wear safe, comfortable and proper attire at all times when at work.Do not switch on lights with wet hands.Do not pick up broken glass, razor blades and other sharp objects with your bare hands. Use proper tools in picking up these items.Do not obstruct the hallways with buckets, mops, and other cleaning tools and equipments.Be careful when laying out vacuum hose in the corridors, guests or employees might fall over them.Report at once any broken or defective furniture or equipment in guests rooms to supervisor.Place proper signs like “Wet floor” sign when cleaning the floor.Always discard cigarette butts in proper containers.Keep all passageways and fire escape corridors free from obstruction, debris and equipment.What is 5 S?5 S is an oriented system of cleanliness, organization and arrangement designed to facilitate greater productivity, safety and quality. It provides a foundation for more responsible behavior for better work, better products and morale. It is a methodology used to obtain a higher quality and productive working environment.5 S IS IMPLEMENTED IN 5 WAYS:SEIRI (Sorting)Sort out what is needed and what is not needed. When in doubt, throw it out.SEITON (Segregate)Arrange essential things in order for easy accessSEISO (Sanitize)Keep machines and work areas cleanSEIKETSU (Standardize)Make cleaning and checking a routine practiceSHITSUKE (Self-discipline)Make 5 S a way of life. This requires a discipline.RESULT OUTCOME:It motivates usersIt establishes productive working environmentIt improves safetyIt improves efficacyIt improves quality of workIDENTIFICATION AND MAINTAINANCE OF TOOLS, SUPPLIES AND EQUIPMENTSExcellent housekeeping requires very thorough cleaning; and being clean means the absence of visible dirt. The entire area should not only be cleaned, but it should also be sanitized, because it is through sanitizing that germs and bacteria are eliminated through the use of sanitizing chemicals. If the entire area is sanitized, hotel guests and other occupants are protected from possible diseases.Clinical areas that must be sanitized:Those that come into direct contact with the bodyToiletsToilet bowlsUrinalsLavatoriesMattressMay also include amenities such as:TowelsLinens used for beddingsGlasses and table waresCLEANING STANDARDS:SWEEPINGAll swept areas do not have dust streaks nor show marks where dirt was picked up.MOPPINGWater is used sparinglyCleaning solutions rinsed quickly and the floor is dried at once.FLOOR CLEANINGSwept or vacuumed carpet is shampooed often.Cemented or vinyl floor is scrubbed or polished.WALL WASHINGStreaks and lap marks are not visible.Corners and areas difficult to reach are cleaned with soft cloth to remove smudges.VACUUMINGAll carpeted areas with upholsteries are left clean, free of dust.All spots are removed upon discoveryDUSTINGAll surfaces are dust freeCorners are vacuumedWINDOW CLEANINGWindows do not have smudges or water marksWindow frames and channels are free of dustGLASS PANELS, MIRRORSThoroughly cleaned, no visible streaks, scratches or spots.WASTE DISPOSAL AND GARBAGE CONTAINERSEmptied of trash, garbage and disposed of daily.Cleaned as often as necessary.Containers are lined with garbage MON CLEANING EQUIPMENTHousekeeper’s Cart – also known as Room Attendant’s Cart (RAC) Should be completely packed to save time in going to and from the pantry for replacement.ROOM ATTENDANT’S CARTThe purpose of keeping the Room’s Attendant’s Cart well packed with fresh linen, guest supplies and cleaning supplies, is to prevent loss of time going to and from the pantry for replenishment.Should have three deep shelves, facilities to handle soiled linen sacks and rubbish sacks that are detachable, storage for a maid’s vacuum, and a top that is partitioned for small items or guest’ amenities.Used for stocking cleaning supplies and chemicals so as to make cleaning easier and faster.The actual make up for the Room Attendant’s Cart will depend upon the needs and conditions of each hotel.Maintenance: - wash soiled linen and garbage canvass as often as necessary. If disposable containers are used, then dispose and change disposable containers daily. Check the wheels, remove strings or hair strands that may have been caught on them; apply oil to the wheels as often as necessary.Ideally, the RAC should contain the following:Supply of dusting and cleaning rags.Individuals containers of the following solutions:All purpose cleaner.Glass cleaner (may be ammonia and water)Dusting solutionSanitizing floor cleaner.Air freshener.Vacuum cleanerCleaning bucket:CLEANING BUCKET SUPPLIESA well-stocked cleaning bucket will include the following equipment and supplies:A supply of cleaning and dusting cloths.Individual spray containers of the following:Bowl cleanerAll purpose cleanerSanitizeGlass cleaner (ammonia and water)Tile cleanerFurniture wax/ polishBrass/ metal polishToilet brush/ swabScouring padMop/ cleaning bucketAssorted mopsCarpet cleanersSoft brushLinen:Towels and sheets according to the number and types of rooms assigned, following pars established by the hotel.Sheets(King-size) – for SuitesSheets(Queen size)Sheets(Twin)Pillow casesBath towelsHand towelsWash clothsMath matsBathrobes for VIP’s in pantryGuest supplies/ Amenities:Guest supplies are usually packed in the topmost compartment of the cart, which is covered for security reasons.Facial tissuesSoapShampoo/ conditionerFoam bathShower capLaundry bagsSewing kitShoeshinePenTelephone padWriting paperWorldwide directoryToilet paperDo Not Disturb SignsMake Up Room SignsGuest Comment CardsGlassesCompendiumPost CardsBreakfast Door Knob MenuMenu CardEnvelopeMatchesStocking and cleaning the RAC:Clean and dust shelves and containers before placing the guestroom room supplies in the trolley.Check all wheels for the threads that might have stick on them. Otherwise it will be hard to pull the cart and this might cause injury to anybody.Check the rubber bumper if they are worn out.Check the screw or any sharp edge that could catch your clothing or can cause cuts.Request for all the guest room supplies that you need from your Supervisor.Stock the trolley with the requested supplies according to the number of guests.Label all chemical sprayers to avoid mixing with other chemicals.Stock the cart by pulling all the guestroom amenities on the top shelf.Folded bed sheets and towels should be filed on the second shelf of the cart.Put all the chemicals at the lower shelf or at the lower side of the cart, including the tools, rag, etc.Vacuum cleaner, dust pan and soft broom with the trash are to be placed on one side of the cart.Clean the soiled linen canvass and put it on the other side of the cart. Garbage bag should also be placed on either side of the cart.Vacuum CleanerTypes:CENTRAL VACUUMING SYSTEMThis is built in the fabric of the building like a plumbing or central heating system, which is usually in the basement where there is a large motor and collection canister from which there are pipes leading to points all over the building to which different machines are connected. The dirt is carried along the pipes to the collection canister.Advantages of CVS:It is quite in operation and a lighter appliance is used by the operator.The disposal of the dirt is made in one operation, instead of from individual machines, resulting to reduced spread of bacteria.The apparatus used by the cleaner is simple and requires little maintenance.DRY TYPEUsed to eliminate all loose soil dust particles from carpet surface, upholstered furniture and even hard surfaces.Dust bags must be emptied daily.Wire should be rolled back neatly on the back of the vacuum cleaner, and should be place on one end of the trolley or cart.WET VACUUMTheir main use is where there are floods or spillages, but they are useful in floor maintenance or even carpet cleaning, where they help speed up drying process.4. Hydro- vacuum or wet and dry vacuum – an all-purpose vacuum for dry and wet surfaces.- It is also used for absorbing water in flooded or wet surface 3 Back Pack Vacuums – these are most useful in older buildings, where ceilings, curtains and ledges are high. Back pack vacuums, when used properly, are efficient way of keeping dust levels at bay.3.Floor Polisher – used in scrubbing, stripping and polishing hard floor surfaces.4.Carpet Extractor – designed for dry foam shampooing of carpets. It removes dirt that sticks to or penetrates into the carpet layers.5. Carpet Sweeper – used to pick-up dirt and particles from the carpet.CLEANING TOOLS AND MATERIALS:Scouring Pads Rough Side is for scrubbing purposes onlyShould not be used for painted surfaces, mirrors and glass panels. Should not be used with scouring powder.Spongy Side is for cleaning painted surfaces, glass mirrors, marble and porcelain.Always make sure the pads are wet before using them. Wash and rinse after each use, also, rinse at the end of the day to ensure that there is no soap left in the pads.Dusting ClothsFor dusting wooden and painted parts.Make sure the cloths are clean otherwise the dusty cloth will merely rub the dust unto the surface being dusted.Cleaning TowelUsed for drying bathroom walls and floor tiles after they are cleaned.Make sure the towels are dry.Polishing ClothsFor polishing metal surfaces like bathroom fixturesUse cloths that are able to absorb water left behind during cleaning processes.Hand BrushesFor brushing away dusts from rough surfaces such as rattan,etc.Always make sure that the brush is not immersed in the water for too long.Also used for cleaning tilesToilet Bowl BrushFor cleaning toilet bowlsToilet bowl brush should be kept after use in the storeroom either in a holder or in a plastic bag hanging on one end of the trolley. Never leave the brush with other cleaning equipment as this may contain a lot of dirt or bacteria.Mop with Mop HandleFor manual floor mappingClean water must be retained in one bucket while dirty water has to be squeezed in another bucket.Use mop wringer/squeezer if available.Mop SqueezerUsed for easier wringing/ squeezing mopsWash and clean every after use.Squeegees:Glass/Window SqueegeeUsed to remove excessive water from glass/ window surfaces and corners and speeds up drying process.Make sure that the rubber strips are supple. Have it replaced the moment it turns hard and brittle.Floor SqueegeeUsed to remove excessive water on the floor.Handle this tool carefully as the squeezer easily breaks.Ceiling BroomsFor removing cobwebs on the ceilingClean the bristles of the broom after use and the end of each shift.OilersUsed in hinges of doors to prevent squeaking noisesUse sparingly. Once the squeaky disappears, wipe excessive oil away so as not to drip on the floor or carpet.TongsFor picking up dirtThis is used to prevent the hand from getting into direct contact with the dirt that maybe a source of bacterial contamination or disease.Soft Broom and Stick BroomUsed for sweepingUse soft broom for sweeping fine surface like floors; stick broom for rough surfaces like grounds.SpongesFor cleaning fine surfacesWash and rinse after use; rinse properly at the end of the day to make sure that there is no soap left in the pads.BucketsUsed with mops for cleaning floors, walls and other parts of the building.Buckets must be emptied when the water is dirty. At the end of each shift, they must be emptied, dried and cleaned.Insect SprayerUsed for fumigation so as to eliminate pests and mosquitoesSpray the area while windows and doors are cleaned. Leave it closed for at least 15 mins., then open to allow vapors and smell to evaporate, then remove dead insects.Wipe smooth surface to remove any oily film that settle on them. Use protective mask so as not to inhale the chemical, as this is dangerous to health.Trash BagsUsed to underline garbage containers so that garbage will not penetrate into the corners or surfaces, which can cause proliferation of bacteria and may emit bad odor.Containers for wet garbage must always be underlined with trash bags.Bags should be tightly closed before disposal.ACCESS ROOMS FOR SERVINGEntering Guest Room:After arriving on the assigned floor, the HK attendant should first obtain a copy of a Room Status Report. Unless instructed by the HK Supervisor, the order of priority for cleaning is:Early make-up roomCheck-outsStay-oversBefore knocking on the door, observe carefully, whether or not there is a “Do Not Diisturb” sign on the door, or if the door is double locked. If either is the case, avoid the room until later in the day. Also, notify the HK supervisor accordingly.Steps:Knock three times on the door with your HAND not the key.Announce yourself by saying “Good morning. housekeeping”.Oppose a few moment for the guest’ response. Repeat the procedure before entering.If the guest answers, introduce yourself, and request permission to clean the room, or ask for a more convenient time. Note the time.If there is no response after knocking twice, enter the room and prop the door open with a door stop.Place your cart in front of the door at 45 degree angle to avoid unauthorized entry to the room while you are cleaning. Make sure not to block traffic.MAKE UP BEDSTEPS:Pull the bed out.Place the mattress pad properly on the bed.Place underneath (first) sheet on the bed (right side up).Miter the upper left corner of the sheet.Miter the upper right corner of the bed.Miter the lower left corner of the bed.Miter the lower right corner of the bed.Put the second sheet on the bed (wrong side up).Put the blanket on top of the second sheet (approximately 8” away from the head of the bed).Put the third sheet on top of the blanket (right side up) in line with the blanket.Turn the second sheet over the blanket.Tuck both second and third sheet with blanket along the side of the bed.Miter the second and third sheet with blanket at the foot of the bed.Place the bedspread over the third sheet and tuck in, and fold the pillows under bedspread.CLEAN AND CLEAR ROOMSSTEPS:Upon entering the Room:Switch on the entrance lightsTurn on lamps and check for missing or burned out bulbs.Open the drapes or curtains (check the window sill for dust)Open and allow the room to “air out” while you are cleaningIf there is no outside ventilation, make sure the air conditioning is working properly and set to hotel standardsTest the television and radio to make sure they are turned off.Remove all Linen and Debris Accordingly:For Check-outs:Remove all debris left behind. Check drawers for items left, and report them immediately to the Housekeeping Supervisor. Return all bed boards, roll away beds, etc., to the Housekeeping. For Stay- Overs:DO NOT remove current newspapers, magazines, notes, etc., only those items in the trash bins. Shake all bed linens to make sure tat no items are within. Pick up all clothing, fold neatly and place them on top of the dresser, together with newspapers periodicals.Remove all Room Service trays or dishes and place them outside the door. The same for cans, bottles, etc.Empty all ashtrays making sure there are no hot ashes that could result in a fire.Strip and remove all soiled linen, towels and trash from the bedroom and vanity/bathroom and dump them in the proper bags provided on the cart.Check-outs:remove used soaps and shampoos.Stay-Overs:re- use partial items, but re- stock the amenity basket to full complement. Save used soap in the tub dishes.Clean the Bathroom:Flush the toilet bowl.Pour toilet bowl cleaner.Leave the toilet bowl cleaner to soak, then proceed cleaning.Wash out the bathroom walls, including bath-tubs if there is.Apply all-purpose cleaner—scrub cleaner unto surface starting from upper portion downwards.Rinse the surface.Flush the toilet bowl.Clean the toilet bowl with toilet bowl brush.Clean the toilet seat and cover. Check the sides and base and also clean underneath the rim of the toilet.Wash and dry basin and vanity counter.Wipe dry other surfaces including bath tub, and make sure there are no water marks.Shine mirror/glass with ammonia base cleaner. While cleaning, the note of detective fixtures and report it to the supervisor.Dust and polish toilet and facial tissue holders. Re- stock tissue if tissue is consumed.Check that all bathroom fixtures are in proper working order.Polish and shine all chrome fixtures. Do not leave water spots (usually a dry cloth will provide the best results).Mop/wipe the bathroom floor with sanitizing solution, then wipe-dry.Replenish all the needed supplies in the guest bathroom and amenity baskets:Bathroom Towels: (Ex: As required be Hyatt International Hotels)Three bath towels (size 30” x 52”) to be placed either on the towel rack or, preferably, on towel bar next to the bathtub.Three hand towels (size 18” x 32”) to be placed on the towel bar ring near the washbasin.Three wash cloths (size 12” x 12’) are to be placed on top of the vanity next to the amenities.One bath mat (size 22” x 34”)Amenities:Two different soaps (on for the basin and a larger size for the bath/shower), one shoe mitt, one sewing kit, and one shoehorn.Hotels with a high average rate should add to the above list of amenities the following. Hair conditioner, hand cream and/or moisturizing lotion, shoe polish, talcum powder, sachet or potpourri, cologne.Resort hotels should add suntan/sunburn lotion to the bathroom amenities.Hotels located in areas where flights arrive in the middle of the night, may add a disposable razor, toothbrush, toothpaste, and a comb to the bathroom amenities.High average rate hotels should include a green plant in the bathroom.Bathroom amenities are to be placed in an attractive receptacle, such as a basket, ceramic bowl or other local product. The receptacle is to be placed on the vanity counter.Amenities must be replaced as used.Dust and Clean the ClosetsDust the closet shelves.Clean the mirror doors.Note the location and supply of laundry and valet bags.Note all hangers and replace if necessary (minimum two skirt hangers)Check for an extra pillow of non-allergenic material (If it’s the Hotel’s Policy).Room DustingDust the room completely, starting with the entrance door frame.Work around the room, dusting all doors, doorframes, pictures, windowsills, frame and baseboards.Dust furniture and furnishings, including the bed headboards, lampshades and bases, T.V. sets, radio, and other dust collecting fixtures.Polish any special finishes, i.e. glass, wood, Formica and metal fixtures, by using correct cleaning agents.While dusting the room, make mental note of all used guest supplies that need to be replaced.Replacing Guest Room SuppliesNOTE: Bed make up can be done before step no. 7.The following items should be checked daily and refilled if necessary:Room folder, containing a Hotel’s Worldwide Directory (If it’s the Hotel’s policy), stationary supplies and advertisements.Service directory, room service menu, and current hotel display cards.Check the telephone and wipe clean. See that there is a note pad and pen, and dialing instructions.Water jug and water glasses.Water all green plants.Vacuuming the Room:Vacuum the floor thoroughly.Work from the far end of the room, vacuum under all furniture, making sure nothing is left underneath.Vacuum close to baseboards, to the center of the room.Vacuum under the bed up to the door.Review for Final Inspection:Close the day curtain/Venetian blinds.Make a final check to ensure that air-conditioning/heating is adjusted to low and that all lights, T.V. and radio are switched off. Ensure that the clock is in good working order and is showing the correct local time.Ensure the furniture and fixtures are in the correct place.Freshen up the room with air-freshener whenever necessary.Make a final check in the room to ensure that everything is in order.Clean the outside of the door and door frame.Make a final visual check of the room and make sure a “Do Not Disturb” sign is hanging on the back of the door knob.Leave the room, making sure that the door is properly locked.Report the room ready for inspection.EVENING TURN-DOWN SERVICEPreparationObtain night report list from the Supervisor, indicating numbers of rooms occupied and expected arrivals.Collect appropriate turndown amenities that will be placed on each pillow (amenities may include such items as: Good Night Note, mints, chocolate, flowers, liqueur, etc.) Collect daily guest letters from the Supervisor.First proceed to rooms assigned for expected arrivals.Entering the RoomKnock on the door 3 times with your hands and not with the key.Announce yourself by saying “Good evening. Housekeeping Service.”Pause for a few moments for the guests response. If there is no response, repeat the procedure before entering.If guest responds, introduce yourself and request permission to effect evening service by saying “Good evening Sir/Madam (guest names are to be used whenever possible). May I service our room?”If the guest agrees, proceed with service.Turning-Down the BedPull the spread gently back, exposing the pillows.Fold spread in a three way fold:Top toward bottom of the bed, approximately ? of the way down;Bottom toward the head of the bed, approximately ? of the way up;Fold one more time and you have a folded spread that will fit on the closet shelf, baggage bench, or in the dresser drawer.Pull back the second sheet, blanket and third sheet in one operation, into a triangle.Double bed rooms occupied by two persons, follow the same turn down procedure on bothe sides of the bed.Twin bedroom occupied by one person, turn down the bed nearest to bathroom. Turn down each bed facing night table.Place “Good night amenities” on the pillow.Freshening-Up the Guest Room and BathAir out the guest room.Empty ashtrays.Empty waste baskets/bins.If the guest has had bar service, remove glasses.If the guest has had room service, remove trays.Check the bathroom for cleanliness.Replace used towels.Check bathroom supplies and replenish exhausted items.Empty the bathroom waste basket/bin.Close the curtains.Turn on the bedside music.If an extra bed has been placed in the room, make sure to supply enough towels, soaps and glasses for the extra person.Wish the guest, “Have a pleasant evening, Sir/Madam”.If the guest is expected to arrive, or it is an occupied and the guest is not in:Switch on all the lights and air-conditioning to low.Check for fused bulbs.Fold the bedcover neatly and place either on luggage rack or in the closet.Turn one corner of the blanket, together with the second and third sheet, side closet to the night table.Place a breakfast menu and good night amenities on the pillows.Turn on low volume classical music.Clean out all dirty ashtrays, glasses and empty waste paper baskets/bins.Remove all empty bottles and Room Service trays (if any).Draw night curtains/Venetian blinds completely. Switch off all lights, leaving the bedside light on, highlighting the good amenities.Freshen up the bathroom and replenish exhausted toiletries supply.Close the door, ensuring the door is properly locked.If after knocking on the door, there is no response, open the door and enter. If the guest is in the room, but otherwise occupied, common sense must prevail:Leave the room quietly and close the door.Note the room number.Return later to offer turndown service.If a Do Not Disturb sign is on the door, or the door is interlocked or double locked, a printed note should be placed under the door by the Housekeeping Attendant, indicating that an attempt was made to freshen the room.Checking Guest RoomCheck the following items for cleanliness, to ensure that they are dust free, by using your fingertip. Note and report the defective items needing repair.DoorCheck doorknobs and hinges to ensure no squeaking. Ensure peephole, door locks and latches are in working order.ClosetCheck the closet door, the rack, metal rail and shelves to ensure these are dust free. See that hangers and laundry bags are adequate according to established par stocks.Writing Table/Dressing AreaEnsure tables are not shaky. Drawer handles are in good order and stationary materials are adequate. Mirror should be shining clean.TelevisionCheck T.V. to ensure that it is in good working order. Make sure the T.V. screen is spotlessly clean.WindowsCheck to see they are cleaned and locks are in working order.Lamps/FixturesCheck the light bulbs in all table lamps, beside lamps, hanging/ceiling fixtures, closet lights and bathroom lights.ArmchairsLift cushions to check underneath for dust. See that cushion covers are clean. Ensure chair arms are not torn or loose.Check underneath the beds to ensure they are litter and dust free. Ensure that bedspreads are in place and wrinkle free. Pillows and bedding are to be spotlessly clean.SuppliesEnsure that all guest room supplies and bathroom amenities have been replenished at established pars.ROOM MAKE UP PROCEDUREPlace the cart in front of the room and knock.Activate doorbell or knock gently ( giving 30 seconds interval ) between knock. If the guest is inside, identify yourself and ask permission for make up. “ May i make up the room now? “Empty all trash cans / basket.Empty them into the trash bag of the cart. Wash with soap, clean, then wipe dry.Wash and wipe – dry drinking glasses. Refill thermo jug.Rinse first then wash with soap and water, wipe dry, then wrap with glass bags, refill thermo jug with cold water.Replenish soiled linen.Strip off soiled items and place them into the linen canvass of the cart. Replace them with fresh ones.Make up the bed.Follow standard procedures for bed make up.Clean / vacuum the floor.Vacuum the carpet and upholstered furniture. Follow the standard procedures for vacuuming. Shampoo if it is heavily soiled.Dusts furniture and fixturesDust baseboards, window sills, racks, cabinets, study tables, lampshades; polish mirror and window glass using a cloth and a glass cleaner. Use metal polish for metal fixtures.Replenish other guestroom suppliesPlace the right quantity in their appropriate location.Make up the bathroom.Follow standard procedures for bathroom make up.Check over all condition of the room.Check if there is anything left unattended; also the condition of amenities like TV, bulb, etc. and also if there are safety hazards.NOTE:For check out room, clean the bathroom first. For occupied room, make up the bed and clean the bedroom first.GREETING THE GUESTSEmployees must always conduct themselves in a professional manner; as the opportunity to meet the guests often occur.When passing or meeting a guest along the corridor, make sure no inconvenience is caused to the guest; step to one side while the guest passes, make eye contact if appropriate and use their name (if known) in greeting them.Try to use guest’s name as often as possible when talking to them, but never address them with their first names.If the guest’s name is unknown, always address the guest as ‘SIR’ or ‘MADAM’.WHEN SPEAKING, REMEMBER THE FOLLOWING:SpeechAs a hospitality service industry worker, it is important to speak in a clear, pleasant tone to guests as well as fellow employees.Tone.‘quality’ of the voiceTone of your voice will change according to your mood; so be aware of it to avoid giving an impression to the guests.PitchVoice of individuals vary, it may be higher or lower. Be conscious of your voice and tone it down if needed.PaceDon’t speak to fast that the guest can’t understand what you’re saying.Speak clearly and fluently.VolumeSpeak to the guest audibly and not too loud or not too soft.Sound System Table/Bedside TablesCheck radio, lighting and air-conditioner controls for working order. Check light switches for finger marks.TelephoneCheck the phone to ensure it is in working order, clean and free from dust.PicturesCheck picture frame to ensure dust free and straightened.CeilingCheck for cracks, small “bubbles” or cobwebs. Note ceiling lights and fixtures to ensure they are in good order.Walls/WallpaperInspect wall along with furniture. Check the wall for finger marks, stains, cracks, etc.CarpetEnsure carpets are vacuumed thoroughly and stain free. Report if the carpet requires any spot cleaning or shampooing.CurtainsCheck the curtain track and pulley for working order. Ensure curtains hang properly and are clean.BathroomCheck the bathroom to ensure the following are clean and in working order:Lighting and FittingsChrome fixturesBathtubWash basinsVanity counterToilet bowl and cisternFloorsCeilingMirrorEnsure that all toiletry supplies are adequate.HOUSEKEEPING TELEPHONEAnswering the Housekeeping Telephone:Part of the duties of the housekeeping professional may involve answering the HKD’s telephone.In answering the phone, remember to put a ‘smile’ into your voice; the tone of your voice will carry your mood to the person calling.SEQUENCE TO BE FOLOOWED WHEN ANSWERING THE TELEPHONE:Commence the conversation by stating the time of the day, for example: “Good Morning/Good Afternoon/Good Evening.”Followed by: “Housekeeping Department”Then identify yourself (you name ex: Maria) – “Maria speaking”Then ask what they require: “How May I Help You?”ANSWERING GUEST’S CALL:When the guest has identified him/herself, use guest’s name in the entire conversation, and do not allow yourself to be distracted.Always write down what the guest is requesting, and how and who will be handling the request.ANSWERING INTERDEPARTMENTAL CALL:Follow the sequence in answering a callWhen there is a need to put callers on hold, ask if they mind waiting before placing them on hold.When the call needs to be transferred to someone else, tell the caller whom they are being transferred.*REMEMBER: Never simply place your hand over the mouthpiece of the telephone; the caller still often hear what is being said.ASSISTING GUESTSFrom the guest’s point of view, employees are reflections of the establishment.Requested items are expected to be delivered ASAP, and guests should be assisted in every possible way.Always try to meet guest’s requests, if you need to refer the matter to someone else, do it.GIVING DIRECTIONS: A guest may not know the area, or it may be their first stay in the establishment, or they may be able to speak and understand English very well. It is important therefore, to give clear and accurate directions to guests.This is also one of the opportunities to promote your own establishment’s facilities.PROVIDING INFORMATION:A guest may ask for a range of information about the establishment, including the ff:Location and how to get to the restaurant, cafe etc.How to dial for room service and other nos. of other services offered by the hotel.Location of the swimming pool, gym and other sporting/recreational activities.Direction on how to go to the business center or other points of interests in the locality.How and where can they avail of other services such as faxes, photocopies, etc.Other queries/questions the guest may possibly ask; or other services they may request that can be possibly provided by the hotel.HANDLING GUEST’S COMPLAINTSCOMPLAINT:A spoken or written dissatisfaction that disturbs the worker enough to cause a negative reaction to be brought to the attention of the supervisor or the management.TYPES OF GUEST COMPLAINTS:MechanicalIt pertains to complaints regarding destroyed furnishings, equipment, no hot water etc.It concerns more of the amenities provided by the hotel.AttitudinalIt concerns the attitudes of employees.Ex: Tactless staffServiceRefers to services offered by the hotelUnusualLooking for something that is beyond the capability of the hotel to provide.PROCEDURES IN HANDLING COMPLAINTS:Greet the guest and express assistanceSecure guest’s name and room numberDetermine the nature of the complaintAct on the complaint either by:If within the scope of the room attendant’s responsibility, remedy the situationIf not within the room attendant’s responsibility, relay the complaint to the managerThanks the guest for bringing the complaint to his attention and provide feedback.DEALING WITH COMPLAINTS:Never ignore a complaint. It is better for a guest to complain than for him to go away plaints highlight areas which are below standard. They can be studied and improvements can be made.Most guests are friendly, pleasant, understanding and thoughtful. If they have a complaint, it will be justified.Some guests are “difficult”. They should be treated in the same way as everyone else, but it may need more patience.“Difficult” guests may be demanding, bad tempered and rude. Some people think the only way to get good service is to belittle us.If such guests are only like this with the staff, it is a challenge to try and win them over. But their behavior affects the staff in many ways; what affects the staff affects other guests in the establishment.Although “difficult” guests are not the most important guests, they might need special handling.Never:Lose your temperGet frustratedLet the guest see you upsetArgueSwearMutter under your breathShout at the guestPass the buckAlways:Look pleasant – a smile is wrong if the guest is complainingRemain calmKeep your voice downBe tactful but firmExpalin the situation sensibly and logicallyOffer ways in which the guest can be satisfied; remember to follow up, and promise you makeResort to calling the manager only when necessary.By far the worst “difficult” guests are those who cause fellow guests to complain, such as:By playing loud radiosBy loud and rough acts in the swimming poolBy not controlling their childrenIf you have to approach them, do so with act and politenessRESPONDING TO COMPLAINTSBy ListeningTo bring about the change, the complaint must be received and understood. Complaints are communicated only if the complainer speaks and the listener plaint handlers should never allow anything to distract them from hearing the complaint.Listening requires god eye contact and subtle supportive body movementsAttentive listening is particularly important in the resolution of accidents.LAUNDRY PROCEDURESTYPES OF LAUNDRYContracted outType of laundry wherein the laundry is owned by the establishment but sends out to a private laundry company to be processed.The main advantage is that the hotel will not have to allocate space on the premises to house the laundry department.The disadvantages are, the establishment has less control over standards and there may be delivery problems. Another disadvantage is that contracted out laundries can be expensive.Hired linenBecause of the higher capital cost of equipping an establishment with a stock of linen, hiring linens is becoming popular.Extra linen can be hired for a short period and less space for storage is required.The disadvantage are, there is a limited choice and linen hire contractors frequently have their linen marked with their name which obviously does not relate to the identity of the establishment. Standards may not be maintained in the quality of laundering and repair, and there are no partly worn items for remaking or for rags.Disposables:Rising labor costs and technical advances have resulted in greater use of disposables. Some disposables replacing traditional line items are:Table napkinsTable clothsUniforms – chef’s aprons, protective caps, kerchiefs etc.Kitchen clothsDrying clothsHand TowelsLavatory clothsBath matsPlace matsCoastersConference table coversDish clothsAdvantagesLabor saving – eliminating sorting, repairing, laundering.The cost can be less than using traditional linen: the cost of disposable item may be the same as the cost of laundering its linen counterpart.More hygienic since they can only be used by one person.The storage of soiled linen awaiting collection is eliminated.Conference and private parties can choose their own colors.Pilfering and spoilage of linen is eliminated (disposable items are cheaper to lose).Uniform headwear is light and cool to wear.DisadvantageThey do not reflect the correct image luxury and traditional establishments.They require large areas for storage since to be economic, they should be bought in large quantities.There should be ample receptacles for collection of used items, and facilities for prompt disposal.They can be misused.The items are color fast, and if inadvertently left with linen and laundered, they stain the linens.Hotel’s In House LaundryMany hotels, especially large hotels, have in-house laundries. The advantage for the establishment is complete quality control. This affects not only standards of cleaning but the way the linen is presented and folded, and the type of cleaning agents used is monitored. A study by International Fabricare Institute proved that linens washed on site actually last longer than contracted out linen.LAUNDRY COLLECTIONLarge hotels have a linen/laundry chute which runs through the entire height of the building down to the laundry, which is usually situated in the basement. The maid or the porter simply puts the dirty linen down the chute via opening in the floor service area.Small hotels and other establishments carry dirty linen to the laundry trolleys, baskets or nylon sacks. It is of great importance that any receptacle used to transport clean or dirty linen is used solely for that purpose tom prevent further soiling or damage.Food and beverages linen is normally taken to the laundry or linen room in trucks or bundles in order that it may be exchanged on a one to one basis.Staff uniforms and soft furnishing are taken individually to the linen room and exchanged on one to one basis.Guest laundry should be collected by a laundry valet runner, maid or other person designated. It is common for guest’s clothes to be collected by 9:00 A.M in order that it may be processed and returned the same day.\ORGANIZING LAUNDRY BEFORE PROCESSING:Mend any tears and darn any holes as they are likely to get bigger during washing.Make sure all pockets are empty. Tissue papers, for example can disintegrate and spread fluff over the other clothes during washing.Always close zips; otherwise they may not close smoothly after wash.Remove any stains before washing or ironing.Sort clothes.Steps in sorting laundryThe Soil Sort Area:When dirty linen arrives in the laundry area, it is sorted out according to size, type, degree of soilage, etc.Bed linen is sorted into types of sheets such as double sheets, single sheets etc. Care must be taken to check that there are no foreign bodies such as soaps, razor blades, nightdresses, etc., mixed up with the bed linens. Foul linens must be dealt with separately –it could be sluiced and then soaked.Table linen must also be sorted according to size, type and color.Great care must be taken to keep soil sorting area clean. It can be a haven for cockroaches as it is warm, often damp and there are plenty of food particles, especially from the F&B linens.Soft furnishing is often dry cleaned or contracted out. Chef’s whites must be washed and boiled separately.Guest clothing is marked with an Indian ink stamp, labels, or ultra violet light markings.Small items such as under wears can be placed inside a large white mesh bag which is closed with a numbered pin.Guest items must be noted in order that the guest is charged per item.CHECK CLOTHING TAGS:Read the tags thoroughly to determine how the clothes should be washed, dried and ironed. Most items will have mainly normal washing instructions, but check on the fabric guide for special care instructions.TURN CLOTHING RIGHT SIDE OUT:Make sure none of the legs of your pants or arms of your shirt are stuck in the garment improperly. But if there is special instruction for the clothes to be washed inside out, make sure you remember it and you have to do it.CHECK ALL POCKETS:Make sure all the pockets of the garment to be washed are emptied.CHECK FOR SEWING REPAIRS:Make sure there are no lose threads, rips, button repairs or other sewing repairs before washing, otherwise you might make the sewing problem of the garment worse.CHECK FOR STAINS:Garments with stains need to be pretreated or soaked before washing and drying.SORT THE CLOTHES:There are many ways on how to sort the laundry:According to color – whites should be separated from the colored ones to avoid discoloration.According to the type of fabric – identify the garments that can be washed through hand washing, dry cleaning, machine washing, etc.There are also clothing materials that need to be separated because of excessive lint.According to size or thickness.According to the degree of dirt – clothes that excessive dirt has to be pre processed or separated.REMINDERS:WHITES – these are to be washed separately and it is usually the first to be washed so as to retain its white color. These garments also need warmer water temperature to ensure proper cleaning.REDS OR BRIGHT COLORS – colorfast pinks, reds and orange can be mixed together to make a full load. Warning though on reds, because they might bleed excessively; when in doubt, wash reds separately.TOWELS – towels are lint producers, and this lint can stick to other types of garments. Wash towels with blankets, sheets and robes as long as they don’t bleed.WASHING POWDERSSYNTHETIC DETERGENTS:These are good for all general washing by hand or machine (except front-loading automatics)They produce good lather even in hand water and are easy to rinse away.Example: Surf.SOAP POWDERS:Based on soap.They are made from natural animal or vegetable fats.They are good for all general washing by hand or machine though in hard water areas, they will lather very well and may produce a scum.Example: Persil, Fairy Snow.BIOLOGICAL (ENZYME) DETERGENTS:These are synthetic detergents which contain enzymes to break down and remove protein stains such as milk, blood or egg. They are very useful for soaking out stains before washing.They work best in water which is hand-hot but not above 60 deg. Cent.Some fabrics like wool silk and leather should never be soaked. Garments with metal fasteners may not be suitable for soaking.Flame-resistant finishes should never be soaked but washed in hand-hot water.Clothes which are not color-fast should not be soaked. To test for color fastness, wash an inconspicuous part of the garment in a washing powder solution and iron it while damp between two pieces of white fabric, if any color comes out or if you are in doubt wash the garment quickly and separately in warm water.Example: ArielLOW LATHER DETERGENTS:Specially made to be used in front loading washing machines, they produce only a small amount of foam as too much will prevent the machine in working efficiently.LIGHT DUTY DETERGENTS:These are suitable for hand washing lightly soiled clothes or for delicate fabrics and wool. They are easy to rinse and leaves clothes feeling soft.Highly recommended for baby clothes.COOL WATER DETERGENT:They wash well at low temperature and so save money on the amount o electricity needed to heat the water.TREATING STAINSSTAIN REMOVAL:It is essential that stains are removed quickly as possible to prevent them from setting into the fabrics.Stains should always be removed before the washing stage.Many everyday stains can be removed by treatment with ordinary washing powders. The treatment depends on:Type of stain.Material which is stainedThe first rule with stain is to act quickly before the stain has time to set. Provided the article is washable, you should:Put it into cold water (Hot water will set the stain)Soak the article (unless unsuitable)Was as usualRemoving stains by soakingMost washing powders contain sodium perborate which removes stains such as tea, coffee or fruit juice. This acts both during soaking in hand-hot water and during washing at high temperature, if the fabric is suitable.An enzyme (biological) detergent will remove protein stains like blood, egg milk or gravy very effectively during a long soak in warm water. After soaking, rinse well wash the normal way.Hypochlorite bleachingCan be used to bleach stains out of white cotton or linen. Never use it undiluted and follow the instructions very carefully. Rinse carefully before washing.Grease-solvent washing powdersWill remove greasy marks during soaking and washing.Solvents-Used on stubborn greasy or oily stains or non-washable articles.Place a clean white cloth below the stain. Soak another cloth in the solvent and dab at the stain, working from the outside in towards the center. Rinse well then wash as usual.Air well, if not washable to remove fumes and only use solvents in a well ventilated room.STAIN REMOVAL GUIDEBABY FOODRinse in cool waterPre-treat stain with a paste made of powdered enzyme detergent and water, or use a liquid enzyme detergent. Allow to stand 30 minutes.Launder using hottest water safe for fabric.BABY FORMULASoak in a gallon of cool water with 2 table spoon of enzyme detergent for 30 minutes.Launder in hottest water safe for fabric.Difficult stains may require chlorine or all-fabric bleach.BALLPOINT INKSponge stain with rubbing alcoholRub a small amount of detergent into stain.Launder as usual using chlorine bleach if care label allows; otherwise, use all-fabric bleach.BLOODRinse fresh stains under cold running water, rubbing with a bar of soap.Rinse and launder.For dried stains, soak in a gallon of warm water with 2 tablespoons of enzyme detergents.If stain persists use chlorine or all-fabric bleach.CHEWING GUMHarden gum with an ice cube, then gently scraps with a dull knife or credit card to remove as much as gum as possible.Place face down on paper towels and sponge with dry-cleaning solvent.Rinse well and launder.CHOCOLATEPre-treat stain with a paste made from, powdered enzyme detergent and water,Or use a liquid enzyme detergent.Allow to stand for 30 minutes.Launder with appropriate bleach and hottest water safe for fabric.CRAYONPlace stained surface down on a pad of paper towels, spray with WD-40 and let stand for a few minutes.Turn fabric and spray the other side.Let stand.Apply liquid hand dish detergents and work into stain until removed.Use a paper towel to absorb stain.Hand wash the item in the detergent making sure the WD-40 odor is removed.Launder as usual.FRUIT JUICESoak in cool waterRub detergent into stain.Launder with chlorine bleachIf care label allows, otherwise use all-fabric bleach.GRASSApply liquid enzyme detergent directly onto stain or make a paste of powdered enzyme detergent and water and work into dampened stain.Launder as usual using chlorine or all-fabric bleach.GREASEPre-treat with a stain remover specially formulated to remove greasy stains.Launder as usual with heavy duty detergent in hottest water safe for fabric.Air dry garment to be sure stain is removed.Id stain remains, repeat procedure.GROUND IN DIRYBrush off as much loose dirt as possible.Rinse stain, placing fabric face down under cool running water.Rub liquid laundry detergent into stain, or use a paste made of powdered detergent and water.Allow to stand 30 minutes.Launder as usual using appropriate bleach.MOMMY’S MAKEUPPre-treat with a stain remover, gently rubbing into stain.Launder as usual using hottest water safe for fabric.Use appropriate bleach.If grease stain remains, soak in warm water with pre-treat product.Rinse and relaunder.TOMATO SAUCERinse stain in cool waterRub stain with liquid enzyme detergent or a paste made of enzymeDetergent water.Allow to stand 30 minutesLaunder using hottest water safe for fabric.Use appropriate bleach.URINE/VOMIT/STOOLRemove any solid and rinse in cold waterSoak for 5 minutes in a detergent/water solution of 2 tablespoons of enzyme detergent dissolved in hot water.Launder in hottest water recommended for fabric.Use chlorine bleach if safe for fabric, or use an all-fabric bleach.VITAMINS & LIQUID PAIN RELIEVERUse bar soap or a prewash stain remover and rub gently into dampened stain.Allow to stand 5 minutesLaunder as usual using appropriate bleach and hottest waterRecommended by care label.LAUNDRY TIPSAlways check care labels for special washing instructions.Treat stains as soon as possible – fresh stains are much easier to remove.Air dry stain-treated clothes. Dryer heat can permanently set some stains.Be persistent! Repeat procedure if stain remains.Always test stain removal method on a hidden area of garment, especially fluorescent, neon, and khaki colors which are less colorfast.Detergents containing enzymes help dissolve protein stain such as baby formula, blood, egg or grass.Liquid chlorine bleach helps brighten and remove stains on many whites and colorfast washables. Never use wool, silk or leather.Non-chlorine bleach is gentler and safe to use on almost all colored washables.Remember, cloth-diapers must be laundered separately.Finally, laundry is a grown-up’s job. Keep laundry products out of reach of children!SAFE REMINDERS IN USING BLEACHPERSONAL SAFETY:Never use bleach on your bare skin, eyes, etc.Never put bleaches on food or beverages containers.Never mix concentrated bleaches with any other chemicals.FABRIC SAFETY:Never use chlorine on animal fibers.Use chlorine at maximum 60 degree C on cellulose.Do not use oxygen bleaches in brass machines.WASHINGWashing takes place by the rotating action of the clothes in hot water. Soap or detergents and any other chemicals are added but the laundry results can be obtained by using the minimum amount of breach and chemicals and giving the maximum amount of washing action and time.Temperature, washing times and processing chemicals vary according to the type of fabric being laundered.Whatever the type of machine used, for maximum efficiency, it must be loaded and operated according to the manufacturer’s instruction.WASHING GUEST’S LAUNDRY Clothes are normally washed in a domestic washing machine to prevent damage, especially to delicate fabrics.WASHING LINENS:Small Establishments:Dirty linens are washed in machines similar in size and capacity to those used in launderettes.Big Establishments:Industrial equipment is used in washing.Industrial Washing Machines:These are front loaded and the drum is split into three compartments in order that the weight of the linen may be equally distributed so as not to unbalance the machine. The modular system of loading is the simplest: each item of linen has a known weight, so they are counted out into piles to appropriate total weight.For example, if it is known that the weight of a sheet is 500 g, and the capacity is 25 kg. then, 50 sheets are counted out for each compartment.Alternatively, bundles of linen can be weighed before putting them into the compartments, if the operator by volume and loads the compartments to capacity, it may result to inadequate wash.FIVE MAIN STAGES IN WASHING:Pre-wash – in cold water, which loosens any soiling and stains.Chemical wash – where any biological action detergent begins and breaking up temperatures between 0 deg. And 60 deg, Cent ‘digesting’ stains and breaking up bacteria.Sterilization Stage – where oxygen bleach does a job. Laundry is boiled at 82 deg Cent, but can be taken up to 100 deg Cent for a period of eight mins, which kills any bacteria.Rising – done using hot and cold water which is usually recovered and recycled during the last rinse, in order to save water.Extraction removes at least 50% of the water used in the rinsing process. Hydro-extraction must be kept to a minimum to prevent pronounced creased setting into the fabric.PROVIDE BUTLER SERVICEBUTLER:Defined in the dictionary as man-servant or chief man-servant.He is also the head of food service, the care of silverware and the deportment of other servants.HISTORY:Butler:In English history, the Butler is an officer of the household who originally is in-charge of the wine and wine service for the King’s table, and in exchange for this service, enjoyed a position of high rank in the government.The office first became prominent at the time of the Norman Conquest, when the butler was a leading member of the CURIA REGIS, or COURT OF THE KING. – at first, he served the king’s wine at royal feast, but the duty was soon restricted to coronations.Late 11th and early 12th Century:The office was bestowed to on the Dukes of Norfolk, and thereafter, the Belet family held it until its privileges were challenge in the 13th century.13th CenturyThe mayors of London challenged and usurped the office of the butler, and by that time, the office was nominally connect with the service of wine.Role of a Butler:The role of the butler for centuries has been that of the chief steward of a household, and the attendant entrusted with the care and services of wine and alcoholic beverages.BUTLER SERVICE:Providing the distinctive needs of personal service, including wide range of services all focusing on quality of life.Thoroughly trained butlers will attend to the needs of the guest and fulfill all wishes before they are expressed.ACTIVITIES THE BUTLER MAY PERFORM:Making sure everything is prepared on the arrival of the guest, sometimes including having lunch or supper ready on their arrival, drinks chilled, and keeping the fire roaring for the duration of their stay.Helping the guest organize their stay, going through the agenda that is set with the butler, including booking of restaurants, organizing cocktail parties, discussing guest’s requirements.Prepare the guest’s wine cellar before their arrival and ensure that any private entertainment required is elegantly and efficiently catered for.Making sure that the guest’s stay is as luxurious as possible; soft towels or soft linens fresh flowers everyday. Pillows fluffed and other requests are met.Prepare breakfast every morning, if permitted, with fresh percolating coffee, fresh pure squeezed juice, with hot croissant. All provided with a daily paper.Helps the guest scurce local gifts, mail documents retrieve facsimiles, pick up laundry, and much more.Make the guest’s stay truly enjoyable, and make everything seem effortless; set a full bar, light the candles and soften the mood with the guest’s favorite music.PERSONAL ASSISTANT SERVICES AND BUTLER SERVICES:A P.A is typically focused on one person, taking care of his or her personal and private life. PA renders services for CEO’s of corporations and other private clients, and their duties may include the following.Personal Services:Maintaining social agendaRunning business and personal errandsMaintaining social and philanthropic activitiesChauffeuringAdministrative Services:Handling social and correspondence and bills.Serving as office assistant, handling correspondence, creating inventories, organizing the office and handling media puter operationsFinancial Issues handling (insurance, investments, credit cards)Travel Services:Making travel arrangementsAssistance during travelingPacking/unpacking suitcases.Entertainment Services:Planning/Managing special events and parties.Invitations and RSVP handlingReservations for restaurants, theatre, etc.Family and Home Services:Managing construction projects or home improvements.Car MaintenanceProperty managementVendor maintenanceLaundry managementChild carePet careElderly careShoppingChauffeuringShoe careATTRIBUTES OF A GOOD BUTLER:Represents the hotel to the guest, and should help build good relationship between the hotel and the guest.Is well-groomed and is equipped with knowledge of other languages aside from English.Multi and highly skilled, when it comes to tasks performed.Handles luggage and other guest’s property with care.Can handle the guest’s activities with confidentiality.Can perform other tasks that may request by the guest.Should be able to establish warm atmosphere during the first meeting with the guest. ................
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