Module 1 Lesson 1 Housekeeping
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housekeeping...
Description
Module 1 lesson 1
Session Objectives At the end of this session, you will be able to: · Describe what a Guest Room Attendant is · Identify the responsibilities of a Guest Room Attendant Introduction The hotel business provides job opportunities and every establishment has a constant need for a quality-oriented, efficient and effective workers. Guest Room Attendant (GRA) is a major part of the hotel workforce who is given the responsibility of creating positive experiences, pleasurable and memorable moments to meet the needs of every guest. What is a Guest Room Attendant? A Guest Room Attendant or GRA, also known as housekeeper, commonly employed by hotels, motels and resorts is responsible for the cleaning and maintenance of guest rooms. A GRA's work directly affects the image of the establishment. As a GRA, you are concerned with the cleanliness, orderliness and sanitation of guestrooms. The GRA should also be skilled to look after the proper use, maintenance and storage of cleaning equipments. The GRA should also attend to the needs and additional requests of the guest. Moreover, handling guest complains and unusual incidents reporting lost and found item is part of your responsibility. LESSON 2 Session Objectives At the end of this session, you will be able to: · Wear the proper uniform according to workplace requirements · Demonstrate good grooming in the workplace · Practice proper hygiene in the workplace Introduction Daily activities of a Guest Room Attendant entails a lot of contact with guest. A well groomed GRA offers a pleasant atmosphere for the establishment. Good personal hygiene is equally important in creating positive impression in a service-oriented establishment.
In this session, you will learn how to properly look as a Guest Room Attendant learn the practices done for proper hygiene.
Good Grooming and Hygiene Greatest care should be exercised when it comes to personal appearance because It it serves as a form of communication for the business establishment. A well-groomed GRA with good personal hygiene can help to promote positive and professional image of one’s self and the establishment. 1.
Uniform Your uniform should be properly ironed and cleaned with no stains and smell. You should wear well polished, non-slip, and closed-toe shoes. This will help in building your self-confidence to present yourself well to the guest. Remember that your grooming will exhibit a positive and professional image of yourself and the establishment.
2. 3.
Hair Your hair must be neatly tied and completely covered with the hair net.
4. Women GRA hair must be styled attractively, tied back into a pony tail or bun. Hairnets must be work at all times. 5. Male GRA should maintain short hair with no hair touching the collor of the uniform 6. 7.
Name Plate/IDs A Name Plate/IDs should be worn at all times while the GRA is inside the establishment. It should be displayed properly on the left chest for easy reading of guests.
8. 9.
Accessories Jewelry should be worn to the bearest minimum, meaning only watches, wedding ring and simple earings for female staff may be worn.
10. 11.
Make-up(Female)/Perfume Apply cosmetics like lipstick, blush and eye makeup neatly and moderately. Use of heavey perfume is not allowed.
12. 13.
Personal Hygiene
Personal hygiene is very important because the GRA is always in direct contact with guests. The following should be strictly observed: 14. - Take a daily bath/shower 15. - Wash and shampoo your hair regularly 16. - Wash your hands regularly 17. - Keep hands clean and fingernails short
18. - Use deodorants and mouthwash
LESSON 3
Session Objective At the end of this session, you will be able to: · Learn the main responsibilities of a Guest Room Attendant Introduction GRA plays a vital role in the maintenance and upkeep of guestrooms. You must have adept skills to affect human experience by creating powerful impression on the cleanliness, orderliness, guest comfort, sanitation, safety and security in every room in your establishment. Responsibilities It is time to learn your main responsibilities as a Guest Room Attendant. 1.
Housekeeping Cart The housekeeping cart is used for stocking cleaning supplies such as room amenities, bath and bed linens, cleaning supplies, materials and equipment. Stocking the cart properly helps you to finish your tasks faster and easier. You need to prepare your housekeeping cart.
2. 3.
Cleaning the room When a guest chooses to stay in your hotel, they expect to enjoy a comfortable, clean and a beautiful room. You play an essential role in providing the comform they desert to ensure they are satisfied and happy.
4.
Your duties and responsibilities in guestroom maintenance involves maintaining cleanliness and orderliness in the guestrooms. This includes furnishing the guestroom with the necessary amenities and supplies such as bed, linen, and appliances, as well as keeping the room free of safety hazards. 5. 6. 7.
Bathroom cleaning The bathroom needs to be cleaned thoroughly and perfectly because it reflects the overall standard of quality and cleanliness of your hotel. Remember, cleanliness of the bathroom is extremely important to guests.
8. When cleaning the bathroom, the GRA should follow basic rules.
Module 2 Lesson 1
Session Objectives At the end of this session, you will be able to:
Learn what a Room Assignment Sheet is Determine the order in which to clean their assigned room
Introduction The Front desk provides detailed information about occupancy and condition of guestrooms to the Housekeeping as to which rooms will require service on a given day. The Executive Housekeeper or Supervisor uses this information to control work progress and plan the room assignment for Guestroom Attendants. The number of rooms assigned to a Guestroom Attendant is based on the property’s work standards for specific types of room and cleaning tasks.
The Room Assignment Sheet The Room Assigment Sheet is a standard form which provides information on the room number, room status, par allocation, and cleaning time. The column will tell you the rooms you will clean, the status of the rooms, and supplies that you will need. The Guestroom Attendant uses the Room Assignment Sheet to schedule the workday and to report the condition of each assigned room at the end of the shift. After thorough review
of the Room Assigment Sheet you will have a sense of where to start your day. You have to keep in mind that in setting your priority in cleaning the room, you should always consider the order that best helps the guests. The order in which room to clean is determined by the status of the rooms listed on each Room Attendant's assignment sheet. The Room Assignment Sheet generally uses simple terms to indicate room status using codes. This is used to avoid double booking or assigning out-of-order rooms to guests. Codes used in the Room Assignment Sheet:
C/O - Check-out-rooms. The guest has settled his/her account, returned the room keys, and left the hotel. One exception to this is the room where the guest is requesting for an early makeup of the room. The C/O rooms are usually cleaned first so the front office can resell the room as a guest arrives.
MUR - Make up room.
Occ - Occupied Room where guest is requesting service
VD - Vacant Dirty.
OOO - Out-of-Order. The room needs immediate repair
VC - Vacant Ready. The room has been cleaned and inspected.
S/O - Stay Over. The guest is not scheduled to check out that day.
D/O - Due out. The room is expected to become vacant within the day.
DND - Do not Disturb. The guest has requested not to be disturbed.
C/I - Check in. The guest has registered
When you receive your Room Assignment Sheet from your Supervisor, write down important information such as: your name, floors where rooms are to be cleaned, work schedule, comments about each room and room items needing repair.
LESSON 2
Session Objectives At the end of this session, you will be able to:
Learn the appropriate procedures of maintaining the Room Attendant's Cart Identify the function and contents of the Room Attendant's Cart
Introduction Guestrooms Attendants are skilled workers that require a special set of tools to do their job. These tools come in various cleaning supplies, equipment, linen, amenities, and other items that are necessary for preparing and cleaning guest room. The Room Attendant’s cart is a useful ally of a GRA. A well-organized and well stocked cart is the key to efficiency. It helps you to save time and energy.It reduces waste of time looking for cleaning items or making trips back to the linen room for more supplies.
Maintenance of the Room Attendant's Cart The Room Attendant’s Carts are usually stored in the linen room. It carries all supplies for a half-day room assignment. A well organized, well stocked cart is the Guestroom Attendant’s key to efficiency. It is therefore important that you clean and check your cart condition before loading the necessary items in cleaning the guestrooms. When using your Room Attendant’s cart you should quickly carry out the following:
Clean the dust shelves and containers before placing the guestroom supplies inside the trolley
Check for threads that might have twirled around the wheels. These threads will make it hard for the cart to be pushed or pulled. It can also cause body strain and injury
Check the rubber bumper if they are worn out
Check the screws or sharp edges that could catch your clothing and can cause cuts
Remove soiled linen from the canvass
Remove garbage and replace the liner on the trash canvass
LESSON 3
Session Objectives At the end of this session, you will be able to:
Read and examine the details on a Room Assignment sheet properly Identify the items to be placed on the housekeeping cart Know where to ask for the housekeeping cart supplies
Introduction In this session, you will learn how to prepare the housekeeping cart for room cleaning.
Arranging the supplies The following are the steps in preparing the housekeeping cart:
1. 2. 3.
With your Room Assignment Sheet, check the number of supplies you need to order from the custodian. Ask the custodian for the supplies needed. Make sure that there would be enough for all the rooms that you will clean in your shift. Arrange the supplies on the cart. The amenities go on the top shelf, towels on the second shelf, and sheets or linens on the second shelf. The cleaning tools caddy should go under the trash canvass.
Here is a quick summary of the items on your cart: Equipment
Vacuum cleaner Cleaning tools caddy Linens Bath linens
Tools
Cleaning towels Toilet tools (toilet bowl cleaner) Dusting tools
Materials
Chemicals (disinfectant, air sanitizer, toilet bowl cleaner) Room amenities (mini bar food and drinks, toiletries, stationeries)
Remember, early make up rooms are the highest priority followed by occupied room requesting for service.
MODULE 3 LESSON 1 ENTERING ROOM
Session Objectives At the end of this session, you will be able to:
Perform the procedures for room check Know where and how to place the housekeeping cart during clean up
Introduction In this session, you will learn how to properly enter the room.
Entering a Guest Room The following are the steps to perform before entering a guest room:
1. 2. 3. 4.
5. 6.
Knock on the door and announce, “Housekeeping!”. Open the door and peek inside to make sure that there is no guest. Position the housekeeping cart in front of the door as if to block it. Fill in the Room Assignment Sheet with your details: • Name • Floor of rooms to be cleaned • Shift • Date And place this sheet inside the vanity table drawer Check if there is enough light to easily see the room. Open the lights if they are not yet opened. Bring in your cleaning materials. The vacuum should be placed at the far end of the room. The cleaning tools caddy should be placed inside the bathroom.
LESSON 2 HANDLING LOST AND FOUNDS ITEMS
Session Objectives At the end of this session, you will be able to:
Properly handle lost and found items Document the lost and found items
Handling lost and found items The following are the steps in handling lost and found items left by the guest:
1.
Search the room for items possibly left by the guest. Take these items to the vanity table.
2. 3. 4. 5. 6.
Get the ziplock bag clipped together with the Room Assignment Sheet. Place the items inside the ziplock bag. Fill up the lost and found form with the details of the lost and found items. Place the lost and found form inside ziplock bag and seal it. Place the ziplock bag back inside the drawer
LESSON 3 REMOVED SOILED DISHES AND GARBAGE
Session Objectives At the end of this session, you will be able to:
Clean out the trash in the room Replace the garbage bag in the trash can
Introduction In this session, you will learn how to take out the trash.
Removing the trash The following are the steps in removing out the trash from the room:
1. 2. 3.
Take out the trash bag and close the bag by tying the top. Drop the trash bag inside the trash canvass. Get a new trash bag and place it inside the trash can
MODULE 4 LESSON CHECKING FOR AND DAMAGES
Session Objectives At the end of this session, you will be able to:
Properly perform the procedures for room check Know where and how to place the housekeeping cart during clean up
Introduction In this session, you will learn how to check the linens for any stains or damages. You will also learn how to handle items that might still be left by the guest.
Checking for damages The following are the steps in checking stains and damages:
1. 2. 3.
Wear disposable gloves. Carefully check the linens for any stains or damages. If there are any lost and found items found on the bed, follow the same procedures as before.
LESSON 2 COLLECTING SOILED LINENS
Session Objectives
At the end of this session, you will be able to:
Collect the dirty towels Efficiently strip the bed of its linens Properly keep the linens on the housekeeping cart
Introduction In this session, you will learn how to properly pick up and keep dirty towels and linens.
Collecting the soiled linens The following are the steps in collecting the soiled linens:
1. 2. 3. 4. 5.
Pick up the dirty towels around the room. Place these on one dirty towel and wrap. Remove the pillow cases. Take one pillow case and hang it on the back of a chair. Place other pillow cases inside it. Collect the dirty linens using the square method.
Square Method: 1. Pick up the sheet near the foot of the bed. 2. With your other hand, pick up the edge of the sheet and cross it over to the other end. 3. Lift the sheet up and put together the two corners. Remember that the sheet should fold away from you. 4. To fold into a smaller square, drape the sheet over your arm to easy fold in half.
6. Take the pillow case with dirty linens and drop it to the linen canvass.
MODULE 5 LESSON 1 TYPES OF LINES
Session Objectives At the end of this session, you will be able to:
Collect the dirty towels Efficiently strip the bed of its linens Properly keep the linens on the housekeeping cart
Introduction In this session, you will learn how to properly pick up and keep dirty towels and linens.
Types of linens There are four sheets that go in the bed and these are:
1.
Bed Pad The bed pad is a soft, thin layer of padding that go directly on top of the mattress. This is secured with a band attached on its four corners. This is used to protect the mattress as well as give extra comfort to the guest.
2.
Flat Sheet A typical bed which usually has three sheets. The top sheet, second sheet and bottom sheet. These are soft, thin sheets that the guest will directly come in contact with that is why it is important that they are soft and well-cleaned.
3.
Blanket The blanket is a heavy type of sheet that go in between two flat sheets. This is to provide the guest with additional comfort, as well as keep or maintain the correct body thermostat.
4.
Bed Cover Lastly, a bed cover is put on top of the bed. This is a heavy sheet used to protect the linens and at the same time, makes the bed look more presentable.
LESSON 2 PROPER POSTURE
Session Objectives At the end of this session, you will be able to:聽
Make the bed with the proper posture
Introduction In this session, you will learn the different postures used when making the bed
Correct Postures Making the bed is a long task to do that is why it is essential for you to keep the proper posture and prevent any body aches that may arise during the process.
When tucking the sheets in, it is important that you bend your knees and not your back. This is to help strengthen the knees and at the same time, prevent you from having a slip disc.
Prevent back aches and slip disc Strengthen the body
LESSON 3 PLACING BED PADS
Session Objectives At the end of this session, you will be able to:
Ready the sheets to be used. Easily place a bed pad
Introduction In this session, you will learn how to place a bed pad.
Placing bed pads The following are the steps in placing bed pads:
1. 2. 3. 4.
Get the new linens from the third shelf of the cart and place on top of a flat furniture. Get the bed pad and place it at the center of the bed. Spread the bed pad by unfolding one-by-one. Secure the bed pad to the mattress by hooking the attached bands.
LESSON 4 MAKE UP BEDS
Session Objectives At the end of this session, you will be able to:
Efficiently place the linens on the bed Correct placement of each sheet
Introduction In this session, you will learn how to make up the bed.
Spreading the sheets The following are the steps in spreading sheets:
1. 2.
Pull the bed away from the headboard. Spread the bottom sheet using the fisherman’s throw
Fisherman’s Throw
1. Make sure that the label of the sheet is at the foot of the bed 2. Unfold and slowly gather each side on each of your hands, as if you are gathering a 3. 4. 5. 6.
fishing net Fluff the sheets from time to time When all of it is gathered in your hands, stretch your arms with the sheets. Throw the sheet onto the bed but be careful not to let go of the ends Lastly, use the Swim and Pull method to flatten the sheet across the bed
3. Flatten the sheet using the swim and pull method Swim and Pull
1. Open your palm and slide it quickly across the bed to eliminate the air underneath 2. Pull the edges of the sheet to further eliminate the air LESSON 5 TUCKING AND MITERING
Session Objectives At the end of this session, you will be able to:
Create mitered corners on the bed Properly tuck sheets on the bed
Introduction In this session, you will learn how to tuck and miter the sheets on the bed.
Tucking and Mitering The following are the steps on tucking and mitering:
1.Miter all four corners of the bed.
MITERING Check if the flat sheet is centered on the bed Go to one side of the bed, measure 1 foot away from the corner and take the edge of the sheet from that point Align your other arm to the edge of the bed and lift the flat sheet up Use the same arm to tuck the sheet that is hanging Bring down the lifted sheet and tuck this in
1. 2. 3. 4.
5.
Spread the second sheet with the wrong side up. Make sure that the top edge of this sheet is spread only until the edge of the bed. Spread the blanket. The edge of the blanket should only be about 6 to 8 inches away from the top edge of the bed. Spread the top sheet. Fold 2 inches of the top sheet under the blanket. Tuck the sheets in the upper part of the bed and miter the corners at the foot of the bed. All three sheets are to be tucked together. Remember to tuck sheets using half of your palm only. Do not slide your arm underneath the mattress as this can be damaging to your skin. Spread the bed cover. Make sure that the edge of the bed cover is 1 inch away from the floor. Smooth out the bed cover until it reaches the point where the blanket starts. Here, fold over the remaining bed cover.
LESSON 6 PREPARING THE PILLOWS
Session Objectives At the end of this session, you will be able to:
Easily put pillows back to their pillow cases Finish making up the bed
Introduction In this session, you will learn to put the pillow back to their pillow cases, lay the pillow case properly on the bed and finish making up the bed.
Putting the pillow case The following are the steps in preparing the pillows:聽
1. 2. 3. 4. 5.
Fold out half of the pillow case by talking the middle part of the two sides from the inside. Divide the pillow to two by placing one palm in the middle and using the other hand to fold one side of the pillow to the other. Slide the folded pillow into the case. Release and hold on the pillow, spread and fluff the pillow. Align the pillows to the bed cover. Make sure that the opening of the pillow cases face away from the door.
6.
With one hand under the bed cover and the other on top of the pillow, quickly flip over to the headboard to hide the pillows. Tuck the excess bed cover.
Now you are done making the bed!
MODULE 6 LESSON 1 CLEANING THE FLOOR AND FURNITURE
Session Objectives At the end of this session, you will be able to:
Learn how to clean the furniture Learn how to vacuum the floor
Introduction In this session, you will learn how to put the pillow back to their pillow cases, lay the pillow case properly on the bed and finish making up the bed.
Cleaning the room The following are the steps in cleaning the floor and furniture:
1. 2. 3. 4. 5.
Wear work gloves. Wipe surfaces with a dry cloth. Vacuum the floor from the far end of the room until the front door. Dust the furniture. One rule to remember is to dust from “Top to Bottom”. This means that you should dust the wall corners first before dusting the lampshades and telephone among others. Polish the windows using a glass cleaner and wiping it dry with a dry cloth.
MODULE 7 FILLING UP THE MINI BAR FORM
Session Objectives At the end of this session, you will be able to:
Check the amenities in a mini bar Fill out the Mini Bar form
Introduction In this session, you will learn how to fill out the Mini Bar form
The Mini Bar Form The Mini Bar Form contains the list of all the amenities in the room that have a fee. These are usually food items such as bottled water, soda and snacks. Check the Mini Bar if there are some items missing. These should be reported to the front desk immediately so that the charges could be added to the guest’s bill. Afte that, take out the remaining items on the Mini Bar and place them on your cart. In bigger establishments, there is a separate Mini Bar Attendant.
LESON 2 SETTING UP THE MINI BAR
Session Objectives At the end of this session, you will be able to:
Check the amenities in a mini bar Fill out the Mini Bar form
Introduction In this session, you will learn how to replace the items in the Mini Bar.
Replenishing the Mini Bar The following are the steps in setting up the Mini Bar:
1. 2. 3.
Replenish the drinking water that is placed inside the water jug. Replace the drinking glasses by placing them upside down on top of coasters. Set-up the cup and saucer set on the table. Make sure that the handle of the cup is in the 5 o’ clock position.
LESSON 3 REPLINISHING ROOM AMINITIES
Session Objectives At the end of this session, you will be able to:
Replace all the room amenities Do final touches on the room
Introduction In this session, you will learn how to replace room amenities.
Replenishing Room Amenities The following are the steps in replenishing room amenities:
1. 1. 2. 3. 4. 5. 6. 2.
Replace the room amenities. These include: Stationery and envelope Menu card Memo pad Ash tray Testament book or bible Directory of hotel services
Replace the slippers and laundry bag. Place these inside the closet cabinet. Also, include a laundry list.
MODULE 8 LESSON 1 REMOVING USED TOWELS
Session Objectives At the end of this session, you will be able to:
Take out dirty items to prepare for cleaning Proper procedure of handling dirty items
Introduction In this session, you will learn how to take out the dirty items from the bathroom.
Collecting dirty bath towels The following are the steps in removing used towels:
1. 2. 3. 4.
Wear work gloves. Pick up the dirty towels. Wrap all the towels inside one dirty towel. Drop the towels inside the linen canvass.
LESSON 2 DISINFECTANT CLEANING THE BATHROOM
Session Objectives At the end of this session, you will be able to:
Clean the bath tub Disinfect the sink and toilet Sanitize the bathroom
Introduction In this session, you will learn how to completely clean the bathroom.
Cleaning the bathroom The following are the steps in disnfecting and cleaning the bathroom:
1. 2. 3. 4. 5. 6. 7. 8.
Check the drain for hair. If there is hair, take it out using the tweezers. Flush the toilet once. Flush it three times when it is really dirty. Pour some toilet bowl cleaner in it. Wipe the fixtures with a cleaning cloth. The cleaning cloth should be sprayed with a disinfectant. Make sure to wipe all objects that could possibly have been touched by the guest. Replace your dirty gloves for new ones. This is to prevent bacteria from spreading further. Brush the toilet bowl using the toilet bowl brush. Get the air sanitizer and spray it around the bathroom. With a rag sprayed with disinfectant, wipe the floor. Wait for it to dry. Finally, remove your glove
LESSON3 REPLINISHING BATHROOM AMINITIES
Session Objectives At the end of this session, you will be able to:
Clean the bath tub Disinfect the sink and toilet Sanitize the bathroom
Introduction
In this session, you will learn how to completely clean the bathroom.
Replenishing bathroom amenities The following are the steps in replenishing bathroom amenities:
1.
2. 3.
Replenish the bath amenities. The amount of amenities for each type of room varies so make sure that you place only the correct amount. Bathroom amenities include: 1. Shampoo and conditioner 2. Shower cap 3. Soap 4. Toilet tissue 5. Facial tissue 6. Morning kit 7. Shaving kit 8. Sanitary bag among others Check the overall condition and cleanliness of the bathroom. Close the lights and leave.
MODULE 9 LESSON 1 MOVING EQUIPMENT
Session Objective At the end of this session, you will be able to:
Remove the items used for cleaning
Introduction In this session, you will learn how to clear the room of your equipment, tools and materials.
MOVING OUT SUPPLIES
Moving out the supplies The vacuum equipment should be properly placed back to its shelf in the cart. Get the cleaning materials caddy and place them below the trash bag.
Session Objective At the end of this session, you will be able to:
Perform furniture and fixture quality checks
LESON 2 CHECKING THE FIRNITURE AND FIXTURE
Introduction In this session, you will learn the last tasks to do before leaving the room.
Checking the overall condition 1. 2. 3. 4. 5.
Get the lost and found items and Room Assignment Sheet from the vanity table drawer and transfer it to the housekeeping cart. Keep the lost and found items hidden if there is no lock box on the cart. Check the working conditions of knobs (sink and tub) and electronic gadgets (tv, lamps, telephone) Check the condition of the whole room. Keep in mind that the room should look presentable again. Check the door knob for fingerprints, both from inside and outside. Finally, exit the room.
LESSON 3 FILLING UP FORMS
Session Objective At the end of this session, you will be able to:
Fill out forms needed after cleaning the room
Introduction In this session, you will learn the things to do after cleaning the room.
Final task Do not forget that you must record the time you finished cleaning the room in the ‘Time Out’ column of your Room Assignment Sheet.
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