HOUSEKEEPING

1. HOUSEKEEPING SAWIYA Bellen Trainor

2. PRE-TEST 15 mins

3. HOUSEKEEPING Housekeeping can be a very demanding job that requires one to be patient. Spend long hours on their feet, sweeping, mopping, dusting, vacuuming and cleaning of hotel premises Responsible for shared duties.

4. Qualification of Housekeeper At least a holder of high school deploma Has National Certificate II (NCII) in Housekeeping

5. Lesson 1 : Provide Housekeeping Services to the Guest (HS)

6. DEFINITION OF TERMS ACTIVITY : SCRAMBLES LETTERS 5 mins

7. REMEMBER THIS TERMS AMENITIES - Are supplies like dental kit, bath soap, vanity kit, etc. that add to guest comfort and convenience. DO NOT DISTURB DND - A room status indicating that a room should not be entered and cleaned because guest do not want to be disturbed. EARLY MAID SERVICE - A room status term indicating that guests had reserved or had requested that their room be cleaned as soon as possible. FORMS - Documents that serves as evidence in a specific incident, situation, and happening

8. STUDY THIS TERMS HOUSE RULES - Set of rules strictly implemented and is designed to be followed for discipline and safety. INTRAPERSONAL SKILLS - Is also called personal skills. These are the abilities and talents that exist within one person which aids him or her in problem solving. INTERPERSONAL SKILLS - Is also called people skills. This are the skills we use in communicating and interacting with people. ORGANIZATIONAL CHART - A schematic description of jobs. PROFESSIONALISM - Are traits needed in the work place, which includes specialized skills, good judgement, and polite behavior of a person who is trained to perform one’s job.

9. READ and LEARN Review of Winzelle Hotel What have you noticed in the online hotel review posted by the guest above?

10. HOUSEKEEPING SERVICES ACTIVITY: Group 1 : Hotel House Rules Group 2 : Entry into a Guest’s Room Group 3 : Cleaning Group 4 : Gifts and Tipping Group 5 : Lost and Found Group 6 : Professionalism Group 7 : Interpersonal and Intrapersonal Skills of a Good Housekeeper

11. HOUSEKEEPING SERVICES Group 1 : Hotel House Rules Are designed to instill discipline among hotel staff, thereby ensuring guest satisfaction in terms of comfort, safety and security.

12. HOUSEKEEEPING SERVICES Group 2 : Entry into a Guest’s Room Mandatory : Knock twice using the knuckles of his hand and say “Housekeeping”. Upon entering the room, the housekeeper again announces the “housekeeping” in case the guest did not hear him/her. If the door is locked from the inside, and there is no response from the guest, wait for about 24 hours. Follow the safe floor rules for safekeeping at all times to build guests trust and satisfaction.

13. HOUSEKEEEPING SERVICES Group 3 : Cleaning Make sure that the room of a guest is clean and in order. To be able to this, they are expected to complete a series of cleaning and sanitizing procedures.

14. HOUSEKEEEPING SERVICES Group 4 : Gifts and Tipping All hotels allow guests to give tips as appreciation for quality service but housekeeper should not be solicit tips or negotiate the amount with guests.

15. HOUSEKEEEPING SERVICES Group 5 : Lost and Found Lost and Found items after a guest’s departure must be reported to the floor supervisor. If the guest is no longer around, follow the Lost and Found Procedure.

16. HOUSEKEEEPING SERVICES HOTEL RULES FOR LOST AND FOUND ITEMS Perishable Items : After 3 Days if the owner will not call or come back to claim the items, it will be given to the housekeeper who finds the items. This is what we call “Finders Keeper Rule”. Non-Perishable Items : These items are only given one month for the owner to claim. If left unclaimed, the items again will be given to the employee who found it. Valuables : Items considered as valuables are given one year to be claimed by the owner. If left unclaimed, the hotel management will decide on what to do with the unclaimed items

17. HOUSEKEEEPING SERVICES • Group 6 : Professionalism Is a trait that is highly valued in the workplace. This includes specialized skill, good judgement, polite behavior, honesty, and integrity.

18. HOUSEKEEEPING SERVICES • Group 7 : Interpersonal and Intrapersonal Skills of a Good Housekeeper

19. Question 1. Why are good interpersonal and communication skills needed in performing the job as a housekeeper? 2. How will you know if you possess the qualities mentioned earlier?

20. Housekeeping Personnel HOUSEKEEPING ORGANIZATIONAL CHART OF A SMALL HOTEL GOAL: Ensuring Guest Safety, Security and Satisfaction

21. Housekeeping Personnel The Executive Housekeeper Head of the housekeeping department. Managing the Housekeeping Team. Assistant Executive Housekeeper Head of the given shift. Managing the resources provided by the executive housekeeper to achieve its goal of cleanliness, maintenance and attractiveness of the hotel during a given shift.

22. Housekeeping Personnel • Section Supervisors • Floor Supervisor • Linen Supervisor • Public Area Supervisor • Laundry Supervisor • Control Desk Supervisor • Uniform Room Supervisor • Floor Supervisor Check the cleanliness and maintenance of the guest rooms. Controlling the housekeeping personnel (room attendant and housemen. Controlling of the material assets of the floor.

23. Housekeeping Personnel • Linen Room Supervisor Coordinating the exchange of soiled linen for clean ones. A custodian of all linens. Coordinate closely to the laundry supervisor for the supply of clean linens. • Laundry Supervisor Ensuring the laundry attendant is doing their job (Washing, drying, folding and pressing items) properly.

24. Housekeeping Personnel • Public Area Supervisor Ensuring that the public area attendants or housemen are doing their job in maintaining the cleanliness orderliness and upkeep the aesthetic image of all public areas in the hotel. • Control Desk Supervisor Very important role to play. Consider as the main communication center of the housekeeping department.

25. Housekeeping Personnel • Uniform Room Supervisors Keeping all uniforms in safe conditions and to issue laundered uniforms to hotel staff. • Room Attendants Also called “Chambermaids, Clean and maintain the assigned guest rooms. Serves as an eyes and ears of the security team to report any untoward incidents. Make sure that the privacy of all guest are not invaded.

26. Housekeeping Personnel • Laundry and Linen Room Attendant Responsible for laundering linens, towels, napkins, apron, uniforms, and any other items. • Tailor or Upholsterers Is employed on-sited to mend uniforms, linens and upholstery or repurpose ripped linens into aprons and rags.

27. Career in the Housekeeping Department Activity: Case : Ana is a university student, who is taking a degree in Hospitality and Tourism Management. This summer, she has been assigned to start her internship as a room attendant in a hotel for three months. Expecting to be an event planner in the future, Ana had a strong feeling that what she did in her internship seemed to be irrelevant to her career objective. She dislike being a room attendant because of the long working hours, low pay, and heavy physical workloads involved. Instruction: Work as a group with 5 members. Discuss with the group the internship experience of Ana and make a role play based on the scenario; Supposed you are the Internship Supervisor of Ana, How would you encourage and help Ana to have a worthwhile internship and see it as an opportunity and to treasure it..

28. GUESTROOM CLEANING, CARE AND MAINTENANCE Question: How do you clean and Maintain your House/Room?

29. GUESTROOM CLEANING, CARE AND MAINTENANCE • Points to remember when doing cleaning service to a guest’s room • Clean in one direction • Clean from top down • Clean from Farthest point out • Check for damage, if there is something that requires maintenance, or if a property is lost. • Use correct equipment and cleaning agents to clean surface.

30. GUESTROOM CLEANING, CARE AND MAINTENANCE Phases of Cleaning a Hotel Guest’s Room • Phase 1 • Opening the windows to air out the room and turning off the air-conditioning system. • Washing Hands and putting on protective disposable gloves • Emptying out the trash cans or bins • Stripping the bed and removing dirty linens • Phase 2 • Removal of dirty towels from the bathroom • Spraying the cleaning products for the disinfectant • Removal of gloves

31. GUESTROOM CLEANING, CARE AND MAINTENANCE Phases of Cleaning a Hotel Guest’s Room • Phase 3 • Making up the bed • Phase 4 • Dusting all surface • Checking TV, air-conditioning, and lights to make sure they function properly • Phase 5 • Cleaning the bathroom

32. GUESTROOM CLEANING, CARE AND MAINTENANCE Phases of Cleaning a Hotel Guest’s Room • Phase 6 • Replacing all free hotel products/Amenities • Vacuuming the room • Checking over the room, making sure that everything is in place.

33. BEDROOM AND BATHROOM AMENITIES • BEDROOM AMENITIES • Spacious bedrooms with king or queen size bed • High grade premium pillow top mattress • Premium quality linens • Duvet • Extra pillows • Cloths hanger • Bedside alarm clock • Cordless telephone • High-speed internet access • HD flat screen TV • Desk and comfortable desk chair • Cable television channel • Mini fridge • Iron and ironing board • Bedside telephone with note pad and pen • Safety deposit locker • Coffee maker • Telephone directory and service directory • Luggage scale • Slippers

34. BEDROOM AND BATHROOM AMENITIES • BATHROOM AMENITIES • Shampoo • Conditioner • Bath gel • Lotion • Tooth brush • Toothpaste • Hairbrush • Comb • Shower cup • Cotton swab • Razor • Shaving foam • Scrub towel • Hair dryer • Hot and cold shower • Disposal bag • Toilet tissue

35. Conducting Turndown, and Make-up Beds • Make up Bed Service to neatly arrange the sheets, blankets, and bedspread on the bed • Turn-down Service practice of staff entering a guest's room and "turning down" the bed linen of the bed in the room, preparing the bed for use. An item of confectionery such as a chocolate or a mint is sometimes left on top of a pillow in the bed that has been turned down. Some hotels have more elaborate turndown services, such as bed-time stories for children and cocktails served to couples.

36. TAKING AND HANDLING GUEST’s HK REQUEST Question How will you handle a guest requests? Why is it important to ensure timely delivery of items requested by a guest?

37. Taking Request and Handling Complaints from Guest Remember that the guest is always right. Listen attentively to the guest and understand what exactly is wrong. Have a log system in place, Make sure that all request written and properly documented. Apologize for the inconvenience caused. Find out exactly what the guest expects during the request. Rectify the situation if you can. Inform the manager of all complaints immediately, even if you successfully resolved the situation. Complaints need to be handled positively and with empathy for the guest, aspiring for 100% guest satisfaction.

38. Taking Request and Handling Complaints from Guest If the problem is out of your authority, inform the manager or duty manager. Record all the details in Guest Call Register Repeat the request back to the guest before ending the call.

39. Tips in Handling Guests Request Handle all guest request within ten minutes. Use proper door knocking standard when arriving at the guest’s room. Be prepared to handle Situations like angry guests when you arrive at the room. Inform the front desk staff by radio or cell phone if you have completed the request. Guest should be kept informed of the developments of his/her request.

40. Handling Guests Request Question Pretend you are a hotel staff, How would you handle the following situation. 1. An angry rings to complain hat there are not enough towels in the room and that the kettle does not work. 2. You are on your way to a lunch break. A guest stop you in the corridor and ask you to ensure an ironing board is delivered to his room later that afternoon.

41. Advance Study on; Housekeeping and front office forms Guest orientation on house rules Handling of Clients’ Queries Tips in answering a call Common problems related to HK and ways of handling them PREPARE FOR POST-TEST PRE-TEST for LESSON 2

42. TYPES OF HOUSEKEEPING AND FRONT OFFICE FORMS Plays an important role in managing the housekeeping activities. Serves as evidence in a specific incident,situation and happenning.

43. TYPES OF HOUSEKEEPING AND FRONT OFFICE FORMS • Housekeeper should be knowledgeable in filling out housekeeping forms which includes: • Housekeeping daily assignment checklist • Maintenance request form • Housekeeping work order form • Guest room cleaning checklist • Stock requisition form • Lost property report

44. TYPES OF HOUSEKEEPING AND FRONT OFFICE FORMS 1. Housekeeper Attendant’s Daily Assignment Sheet

45. TYPES OF HOUSEKEEPING AND FRONT OFFICE FORMS 2. Maintenance Request Form

46. TYPES OF HOUSEKEEPING AND FRONT OFFICE FORMS 3. Housekeeping Work Order Form

47. TYPES OF HOUSEKEEPING AND FRONT OFFICE FORMS 4. Guest Room Cleaning Check List

48. TYPES OF HOUSEKEEPING AND FRONT OFFICE FORMS 5. Lost and Found Slip

49. TYPES OF HOUSEKEEPING AND FRONT OFFICE FORMS 5. House Keeping Status Report

50. ROOM STATUS TERMINOLOGY During the guest’s stay, the housekeeping status of the guestroom changes several times. The various terms defined are typical of the room status terminology of the lodging industry. Not every room status will occur for each guestroom during every stay. Occupied: A guest is currently registered to the room. Complimentary: The room is occupied, but the guest is assessed no charge for its use. Stay Over: The guest is not expected to check out today and will remain at least one more night. On-change: The guest has departed, but the room has not yet been cleaned and readied for re-sale. Do Not Disturb: The guest has requested not to be disturbed. Sleep-out: A guest is registered to the room, but the bed has not been used. Skipper: The guest has left the hotel without making arrangements to settle his or her account. Sleeper: The guest has settled his or her account and left the hotel, but the front office staff has failed to properly update the room’s status.