Sector

TOURISM
Qualification Title

HOUSEKEEPING NCII
Unit of Competency

Clean Public Areas, Facilities & Equipment

Module Title

Cleaning Public Areas, Facilities & Equipment

 HOUSEKEEPING NCII
Unit of Competency

Clean Public Areas, Facilities & Equipment

Unit of Competency

Cleaning Public Areas, Facilities & Equipment

Module Title

Introduction:

This unit of competency deals with the knowledge and skills

required in cleaning public areas, facilities and equipment. It includes
selecting and setting up of equipment and materials; cleaning dry and wet
areas; and, maintaining and storing cleaning equipment and materials.

NOMINAL DURATION: 100 Hours

LEARNING OUTCOMES:
At the end of this module you MUST be able to:

LO 1. Select and set up equipment and materials

LO2. Apply cleaning Technique

LO3. Clean dry and wet area

LO4. Maintain Store Equipment and chemicals

2
Definition of Terms

Chemical A product, normally in liquid format, used to clean a

surface

Clean Free from dirt; unsoiled; unstained

Defect A shortcoming, fault, or imperfection

Disinfectant Any chemical agent used chiefly on inanimate objects to

destroy or inhibit the growth of harmful organisms

Dry Cleaning The cleaning of garments, fabrics, draperies, etc., with

any of various chemicals rather than water: garments for
cleaning in this way

Fittings Anything provided as equipment, parts, supply

Furnishings Furniture, carpeting, etc., for a house or room

Housekeeping The maintenance of a house or

domestic establishment.

Kitchenette A small kitchen or part of another room equipped for use

as a kitchen

Laundry Articles of clothing, linens, etc., that have been or are to

be washed

Malfunction Failure to function properly

Manual handling The act of pushing, pulling or lifting

Planning The act or process of making a plan or plans

Policy A rule, a definite course of action

Polish To make smooth and glossy, especially by rubbing

or friction

Procedure A particular course or mode of action

Provision of supplies Providing housekeeping items

including equipment, cleaning products and cloths

Repair To restore to a good or sound condition after decay

or

3
 damage; mend

Request The act of asking for something to be given or done,

especially as a favour or courtesy; solicitation or petition

Strip To remove bed linen from a mattress

Suite Hospitality accommodation containing more than one

room

Trolley A transport vehicle used in housekeeping to move

supplies from room to room

INFORMATION SHEET 5.1-1

Select and set up equipment and materials

1. Select and set up equipment and materials

Introduction

Hotel Housekeeping – Cleaning

Equipment
My father was a general manager with Hyatt, so we lived in the hotel so he would
be close by if there were any problems. My mum was always adamant about us not
abusing it. So I still had to clean my room. Housekeeping would never come and do
it.

− Dianna Agron, American Actress, Singer, and Dancer.

The housekeeping staff needs to clean various guest rooms, guest

bathrooms, and a number of public areas in the hotel. The staff needs to
take the help of various cleaning equipment while trying to keep the hotel
premises to the highest standard of appearance.

Today, there is a wide range of cleaning products available in the market.

Advantages of Cleaning Equipment

The cleaning equipment are advantageous in multiple ways −

 Equally effective for general as well as tougher cleaning tasks.

4
  High cleaning capability.
 Reduce work fatigue and increaseproductivity.
 Save the time of hotel housekeeping staff.
 High maneuverability.They can reach any corner or height of the room,
which is otherwise difficult to reach.
 Eco-friendly, widely available, and easy to operate.
 They give protection from injuries occurring while cleaning when they are
handled by using proper instructions.

Classification of Cleaning Equipment

There are broadly categorized as follows −

Manual Cleaning Equipment

As the name suggests, they are used manually to keep the surfaces
clean. Some commonly used manual equipment are −

 Abrasives − They are the sharpening stones or grit papers used to polish
metal or wooden surfaces. There are various abrasives depending upon the
size of grit and adhesion of grit particles on the paper.
 Brushes − They are handheld flat brushes with bristles to dust the plain
surfaces as well as the corners. They come with non-slip handles and stiff
scratch-free bristles. They help removing stubborn dust.
 Chambermaid’s Trolley/Housekeeping Trolley − This trolley is large
enough to keep all the guest room and guest bathroom supplies in an
organized manner. It makes the housekeeping staff to move it around and
carry large number of items in one go while keeping and cleaning the guest
rooms.
 Dustbins − They are used to collect daily garbage produced in the hotel.
 Dusting Cloths − They are soft cloths used for wiping the surface dust.
 Dustpans − They are used to collect dust and garbage from the floor and
putting it into the dustbin.
 Janitor’s trolley − It is a trolley that stores cleaning supplies such as
detergents, spray bottles, dustbin, mop, and dusting cloths, all in a compact
manner. It can be moved around easily. It fulfills the challenge of modern
day housekeeping in hotels.
 Mops − There are various types of mops such as string mops, flat mops, dust
mops, and synthetic mops. Mops are generally made of flat cotton strings or
heavy-duty sponges fixed on the metal frames. The cotton mops have high
absorbing ability but need more care unlike the synthetic mops that offer
almost zero absorbing ability and very less maintenance.

5
  Mop Wringer trolley − A mop bucket cart (or mop trolley) is a wheeled
bucket that allows its user to wring out a wet mop without getting the hands
dirty. The mops are squeezed between two surfaces to remove dirty water
from it.
 Scarifying machine − It is used for keeping gardens, golf courts, and lawn
in the hotel premises. It cuts through the turf, and removes moss and dead
grass. It helps grow spongy lawn. Scarifiers have fixed knife blades attached
to the rotary cylinder. They cut through the grass by which the offshoots are
separated into lots of individual plants. This helps to thicken up the turf and
improve its health.
 Spray Bottles − They are used to spray water or chemical solutions on the
surface that needs cleaning. They are also used to spray water on the
delicate flowers or leaves of flower arrangement.

Electric Cleaning Equipment

As the name depicts, these equipment require electrical power to operate.
They are operated either on AC power or on the battery. Some important
electric equipment are −

 Box Sweeper − It is electric sweeper that consists of a friction brush. The

brush often is fit to revolve vertically or horizontally, when the equipment
moves on the surface. It can clean floors as well as carpets. The wider the
better is the box sweeper brush.

6
  Vacuum Cleaner − It is again a majorly used equipment in hotel
housekeeping. It comes with a suction motor fit in a case, a hose, and
various attachment for delicate as well as tough cleaning requirements.
 Polishing Machine − They are used to add a shine to the floors of most
frequented areas of the hotel.
 Scrubber − It is a floor care accessory that comes with handheld electrically
operated scrubber. It is used where only mopping doesn’t suffice. It can
scrub stubborn and sticky stains on the floors of cafeterias, restaurants,
lobbies, and fitness areas where people can take food and beverages.
 Vapor Cleaning Machine − They are used where the chemical odors are not
desired. They are equipped for continuous operation. They heat up quickly
and work with low amount of moisture. They kill the beg bugs and their eggs,
the yielding a completely clean environment.

7
Cleaning Agents or Chemicals
Apart from water and regular detergents, the housekeeping staff also
uses cleaning chemicals, which are often available in the form of liquids,
blocks, and powders.

 Water − It is the most commonly used medium for cleaning and rinsing. The
housekeeping staff needs to use only soft water because hard water cannot
dilute detergents properly. Non-oily and non-greasy stains such as ink stains
can be removed using water.
 Vinegar − It is used in removing light stains in the bath.
 Bathroom Cleaners − They come in liquid form for easy cleaning. They
clean, descale, and disinfect the bathroom walls, bathtubs, bathroom flooring,
sinks, and showers. They often contain phosphoric acid.
 Clean Air Sprays − They are best for freshening the hotel corridors,
washrooms, bathrooms, and reception areas. These sprays remove the
pungent smell of tobacco, smoke, and organic wastes.
 Degreaser − This is mainly used in bars to remove the marks of grease and
lipstick that cannot be removed by traditional washing of glasses and cups.
Degreaser restores the surface shine and transparency of the glasses and
bowls.

8
 The Complete List of House
Cleaning Supplies and Equipment
Having the right supplies and equipment makes all the difference
when it comes to housecleaning, in terms of both effectiveness and
efficiency. Use this list to stock up, and then create cleaning kits to
place around your home for easy access.

Must-Have Cleaning Solutions

Some cleaners suit multiple surfaces in your home, while others
work for just one. Purchase the following:

All-purpose cleaner — This type of cleaner works on most

countertops, sinks and stovetops. If you have granite or marble
countertops, purchase a product made specifically for those
materials to avoid doing damage over time. The same rule applies to
a glass stovetop, which requires a special glass polish.

Glass cleaner — Opt for a streak-free formula to clean your mirrors,

windows and other glass with less effort.

Tile and grout cleaner — An acid-based, scrub-free solution works

best on bathtub and shower tile, as well as toilets. You will want
something mild for your tile floors, though, as acid can eat away at
the tile itself and grout. Most tile manufacturers recommend regular
removal of loose dust and dirt through damp mopping, with use of a
neutral-pH cleaner only when necessary, such as to clean up spills,
etc.

Wood cleaner — When cleaning wood furniture, opt for a polish

made for the type of finish on your wood. Floors with a polyurethane

9
seal need only a solution of warm water and a mild dishwashing
soap to come clean after sweeping or dry mopping. In general,
though, you will want to use as little water as possible when
cleaning wood.

If you prefer to use eco-friendly products, all of the above are

available as such. You also can make your own green cleaners at
home.

Must-Have Cleaning Tools

Cleaning tools also vary by surface, with some being too abrasive for
certain uses. Purchase the following:

Microfiber cloth — Microfibers are mostly made of polyester, and,

unlike cotton, they leave no lint behind. They are usually knitted and
very soft, making them generally safe for use on relatively soft
surfaces such as paint or wood. Make sure the cloths haven’t
latched onto a small piece of grit that could cause a scratch.

Extendible duster — No matter your height, you will be able to reach

the tops of the ceiling fans in your home with one of these handy
cleaning tools.

Scrubby sponges — The sponge side works well for most cleanups,
while the scrubby side helps you tackle tougher jobs. These work in
both the kitchen and bathroom.

Toilet brush — Having a brush that cleans your toilet, and only your
toilet, helps curb the spread of germs to other surfaces.

Vacuum — Vacuums work on both hard and soft surfaces, such as

carpet, floors and upholstery. Make sure the beater bar is set for the
correct surface and use attachments for upholstery and hard to
reach, tight spaces such as between your refrigerator and wall.

Bucket — Using a bucket, as opposed to filling a sink with cleaning,

makes it much easier to tackle floors.

Microfiber mop — This tool works for many types of hard surface
flooring.

Grout brush — These narrow brushes help you free grout lines of
debris, resulting in longer-lasting grout.

Rubber gloves—Protect your hands while cleaning, especially when

using acid-based cleaners or if you suffer from skin sensitivity.

Other specialty cleaning products and tools you might need:

10
  Hard-water cleaner
 Squeegee
 Glass stovetop scraper

With both the cleaning solutions and tools, always check the
manufacturer’s instructions on the label to ensure the product will
not cause damage.

Tips for Cleaning Less Often

All of the above will collectively help you keep your home clean.
How often you must do it, though, depends on you. By creating and
placing cleaning kits throughout your home, you encourage
maintenance between deep cleans. Consider purchasing multiple
cleaning caddies and storing in each one the products and tools for
a particular room, such as the bathroom, kitchen and laundry room.
That way, you clean in small increments, as opposed to spending an
entire day on the job. Discover more helpful cleaning tips from
Molly Maid

Self Check 5.1-1

Multiple Choice:
1. No matter your height, you will be able to reach the tops of the ceiling fans
in your home with one of these handy cleaning tools.

a. Extendable dustler
b. Feather dustler
c. mops
d. bleach

2. Protect your hands while cleaning, especially when using acid-

based cleaners or if you suffer from skin sensitivity.
a. Rubber gloves
b. Garbage receptacle
c. mops
d. Vases

3. This tool works for many types of hard surface flooring.

a. Microfiber mop
b. hose
c. broom stick
d. clean cloth

11
 4. Having a brush that cleans your toilet, and only your toilet,
helps curb the spread of germs to other surfaces.
a. vacuum
b. mop
c. floor polisher
d. toilet brush

5. work on both hard and soft surfaces, such as carpet, floors and upholstery.
Make sure the beater bar is set for the correct surface and use attachments
for upholstery and hard to reach, tight spaces such as between your
refrigerator and wall.

a. Microfiber mop
b. mops
c. Floor polisher
d. vacuum

Answer Key 5.1-1

MULTIPLE CHOICES:
1. A
2. B
3. A
4. D
5. D

12
 INFORMATION SHEET 5.2-1

APPLY CLEANING TECHNIQUES

INTRODUCTION
In the range of small to large hotels, the guest room linen, guest
bathroom linen, staff uniforms, all continue to accumulate in large
amount. It is essential for the housekeeping staff to launder the linen
and make it readily available at all times so that the staff can receive
their well-laundered uniforms before work, and the guests are provided
with good quality linen.

It is definitely required to purchase good quality linen; but the life,

appearance, and the quality of linen largely depends upon the treatment
it receives at the laundry by the laundry staff. Small hotels can contract
with the commercial laundry services located outside the hotel. Large
hotel establishments prefer to install their private on-premises laundry.
Let us understand on-premises laundry operated by housekeeping −

Purpose of Cleaning
Cleaning is conducted to remove harmful bacteria present in the dust
deposited on the hotel property because of air pollution. This may cause
unhealthy effects on the working staff as well as the guests. Cleanliness
reduces the threat of any infections and offers comfortable stay to the
guests in the hotel.

Cleaning and Hygiene Principles

The worker must follow the given principles while cleaning −

 Carry out the cleaning procedures in sequence. Say, sweeping → Dusting →

Mopping/Suction Cleaning → Disinfecting → Air Freshening.
 Must take care while cleaning and polishing; not to damage various surfaces
and hamper their appearance.
 Should start cleaning from extreme inner end continuing towards exit.
 Should park the chambermaid’s trolley such that it leaves space for corridor
traffic.
 Must take proper precautions while handling cleaning equipment, detergents,
and guest luggage.
 Must remove hard water stains and spider webs as soon as they occur.
 Must never use guest room linen for cleaning or blocking room entry.
 Hotel Housekeeping – Cleanings
Spring cleaning doesn’t have to be a dreaded list of chores. It can be a rewarding
experience that helps provide some structure and organization in your life.

− Peter Walsh, Professional Organizer, Writer, and Media Personality.

Cleaning is one of the major tasks the housekeeping force performs. It

carries out cleanings when the guests are about to occupy their room,
while they are staying in the hotel, and immediately after the guests
vacate the room. The housekeeping also cleans the public area, which is
often shared by a large number of guests.

Cleaning the Check-In Room

The Check in rooms are cleaned when the guest is about to occupy the
room. A checklist of room readiness is shared between the guest room
supervisor and the guest room attendants. The supervisor inspects the
readiness of the room for occupancy.

The guest room attendant performs the following cleanings −

 Checking power switches, air conditioner, TV, and other electronic appliances
for healthy condition.
 Making bed with the fresh linen, pillow cases, and bedside mat.
 Cleaning ashtrays and dustbins, replacing if required; and putting fresh paper
stripes.
 Checking stationery and vanity supplies.Replacing/refilling if required.
 Cleaning the bathroom: floor, walls, toilet, shower area, and tub.
 Checking bathroom supplies. Replacing the used supplies with the new ones.
 Checking the room curtains and drapes for stains, replacing if needed, and
closing.
 Discarding the used supplies in the guest room.
ii Date Developed: Document No. HKNC11-001
CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
  Spraying the room freshener.

Cleaning an Occupied Room

The room is cleaned when the guest is occupying the room. It includes
cleaning and keeping all occupied rooms twice per day on guests’
requests and convenience.

 Entering the guest room by following the set procedure.

 Clearing the dustbins.
 Collecting the used linen and putting it in the linen bag.
 Making the bed.
 Carrying out the guest room dusting.
 Vacuuming of carpet and bedside mats.
 Cleaning the bathroom and replenishing the bathroom supplies.
 Checking the functionality of light bulbs, television, electric kettle, and
intercom device.

Cleaning the Check-Out Room

This cleaning is performed when the guest vacates the guest room and
proceeds for hotel check-out formalities. The cleaning involves −

 Assembling bed, chairs, settees, and other furniture and placing it

appropriately.
 Wiping guest room floor with wet mop.
 Cleaning the writing tables, assembling and placing stationery appropriately.
 Checking under the beds and chairs, and in the locker for any articles the
guest left behind.
 All personal stuff, documents, articles left in the room (if any) are removed
and deposited to Lost and Found desk.
 Cleaning all walls of bathroom with wet wipe.
 Cleaning all electric appliances such as microwave, fan, refrigerator and
others.
 Keeping heaters/air conditioners at lowest power consuming option.
 Switching off the room light and television.
 Locking the guest room door and cleaning area outside it.
 Depositing the keys at front office desk.

Periodic Cleaning in Hotel

The task of cleaning is very exhausting. It is divided among a number of
housekeeping staff depending upon expertise. Some cleaning such as
iii Date Developed: Document No. HKNC11-001
CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
occupied guest room cleaning requires to be carried out twice on daily
basis. The check-in and check-out cleanings are little less frequent.

Further, the cleaning of air-conditioner and refrigerator is less frequent.

Thus, depending upon frequency of use of a particular area or device, the
frequency of cleaning varies.

Spring Cleaning
This type of cleaning is practiced in the hotels located in cold as well as
warm regions. The name depicts cleaning the house in the first few warm
days of spring when there is adequate sunlight to reach the corners and
the floors of the room. The areas, which are not much accessed, are also
cleaned during the Spring Cleaning.

Spring cleaning is generally performed once a year by moving furniture

and cleaning the guest rooms entirely for dust, stains, broken furniture,
and garbage. It is also called as Deep Cleaning as it is ensured that no
portion of the area is left uncleaned.

Cleaning and Keeping Public Areas of

Hotel
The public areas are shared commonly among guests. They include −

Keeping Front office, Lobby, and Corridors

Front Office and Lobby is highly frequented. It must be clean at all hours
of the day. The housekeeping staff needs to clean desks, fans, ceiling,
chairs, and computers. The staff also cleans and disinfects the telephone
devices, keyboards, flooring, corridors, and glass doors at the entrance
of the lobby.

Keeping the Dining Area

The dining area is the next most frequently visited area. The
housekeeping staff puts in good efforts for lighting, chandeliers, and
cleaning the ceiling, furniture, and décor items. It also includes spreading
the clean dining linen on the dining tables and keeping the floor clean. It
is generally done when the area is not busy.

Cleaning the Lifts

The house keeping staff cleans lifts preferably early morning to avoid
rush for use. They stop it at the ground floor, its doors are kept open,
and it is then cleaned starting from top and working towards bottom.

iv Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
Cleaning the Swimming Pools
Cleaning of the swimming pools is highly required during summer. It can
be conducted by the hotel if it has an in-house expertise, or it can be
contracted with an agency. Cleaning of swimming pool involves catching
any leaves, purifying the pool water, and cleaning the areas surrounding
the pool; including shower and changing rooms.

Cleaning and Keeping the Hotel Garden

These days, the hotels keep their private team of gardeners. Watering
and trimming the trees and shrubs, fertilizing the plants, raking the fall
leaves, and Arbosculpture (an art of shaping trees into wonderful
shapes), is taken care by this team.

Cleaning the Parking Area

It mostly involves hard sweeping the parking space, removing the
cobwebs under the parking shades, and putting up appropriate guiding
signs.

SOP for Setting the Chambermaid’s Trolley

The SOP is given as follows −

 Empty the trolley.

 Check rapidly for any broken parts.
 Clean it by dusting and wiping any stains.
 Place the items according to their weight: heaviest items at the bottom and
lighter items at the top section of the trolley.
 Place the linen for different purpose separately.
 Close the lids of cleaner bottles and liquid cans tightly.
 Record the numbers and types of the items loaded in the trolley for the
rooms.
 Collect the room keys.
 Take the trolley to the assigned duty floor.
 Park it outside the room such that the linen side faces outside and the room
entrance is blocked.

SOP for Entering the Guest Room

The housekeeping staff should follow the SOP given below for entering
the guest room.

 Leave the DND (Do not Disturb) rooms undisturbed.

v Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
  Knock the door with knuckles and announce in pleasant voice,
“Housekeeping…”.
 Wait for five seconds to hear the guest’s response.
 In case of no response, announce the same again.
 In there is no answer second time too, open the door with the key.
 Enter the room.
 If the guest is found sleeping, withdraw from the room quietly.
 In case the guest answers, ask politely when would he like to service the
room.
 In case the guest wants it later, acknowledge his reply and withdraw from
the room.
 If the housekeeping work is in progress and the guest returns from outside,
greet him and ask if the guest would like to return in some time.

SOPs for Cleaning the Guest Room

The SOP for cleaning the guest room is given below. Once the staff
enters the room and starts the housekeeping work, he must −

 Not use guest room linen as a door stopper or for cleaning and dusting the
room.
 Keep the guest room door open while working.
 Open the curtains and patio door.
 Assemble the furniture and place appropriately.
 Keep the vacuum cleaner and other cleaning apparatus in the room.
 Check the type of bed.
 Take the bed linen of appropriate size and place it on the nearest chair.
 Remove previous bedspread and place on the chair.
 Inspect the bed and pillows for their condition as well as for any lost-and-
found.
 In case of checkout room, deposit the left guest items to the floor supervisor.
If the room is still occupied by the guest, place the item such that it is safe
as well as visible to the guest.
 Put soiled sheets and pillow covers in the soiled linen cart of the trolley.
 Empty ashtrays and rubbish from the guest room and bathroom dustbins into
the trash cart of the trolley.
 Pick up used glasses, mugs, ashtray, trays, and place them on bathroom
platform.
 Spray the bathtub, basin, glasses, mugs, and trays with cleaning liquid. Let
them soak the chemicals from the liquid.

vi Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
  Make the bed.
 Start dusting from an extreme inside corner of the room and work outwards.
 Clean wipe TV.
 Straighten the guest items.
 Sweep the room and patio floor.
 Mop the room and patio floor.
 Clean the glasses, mugs, and tray.
 Sanitize glasses, mugs, telephone device, and TV remote.
 Inspect the condition of bathroom slippers and bathrobe. Replace if soiled.
 Close the patio door.
 Close all the curtains.
 Clean the entrance door.
 Close and lock the room door.
 Report any damage spotted to the supervisor.

SOPs for Cleaning the Guest Bath Room

The SOP for cleaning the guest bathroom is given below.

 Open bathroom ventilation.

 Sweep the bathroom floor.

 Scrub and finish the platform, bathtub, and basin.

 Scrub and finish the toilet bowl, rim, ring, and hinge.

 Wipe the mirror.

 Clean bathroom walls using wet mop or sponge.

 Replace amenities such as toilet roll, toilet block, shampoo, conditioners, and
moisturizers.

 Replace bathroom mat.

 Wipe down shower curtain working from top to bottom with a dry cloth.

 Replace bath towels and hand towels.

 Replace the dustbin liner.

 Close the bathroom ventilation.

 Clean the bathroom door.

 Keep the bathroom door open after cleaning.

 Check bathroom doormat. Replace if required.

 Report any damage spotted to the supervisor.

vii Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
SOPs for Cleaning Balcony / Patio
The balcony or the patio are the extensions of the guest room. The SOPs
for cleaning them are given below.

 Enter the balcony.

 Spray walls, railings

 Scrub and clean the bird droppings

 Wipe down rocking or sitting chairs and table

 Clean the door tracks appeared on the floor.

 Sweep the floor.

 Mop the floor.

SOPs for Do-Not-Disturb (DND) Rooms

Every room has to be entered at least once a day by any housekeeping
staff. The guests who do not want to get disturbed by any housekeeping
service tag their rooms with a Do-Not-Disturb (DND) sign.

The SOP for these rooms is as given below.

 Do not disturb by placing a call until 2:00 o’clock in the noon.

 After 2:00 p.m., the Supervisor calls the room to know the guest’s needs.
 The housekeeping staff contacts the supervisor to make sure whether to
service the room.
 If the call was not answered by the guest after two calling attempts, the
room is serviced.
 To his best judgement, the housekeeping staff enters the room and continues
with the usual housekeeping work.

Public Area Cleaning SOP

There are various public areas frequented by the hotel guests. The areas
and their respective SOPs for housekeeping are as given −

SOPs for Cleaning the Lifts

 Carry out the lift cleaning task early morning when the least number of
guests are expected to use it.

 Call the elevator on the ground floor.

 Open its door.

 Put appropriate signboard near it.

viii Date Developed: Document No. HKNC11-001
CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
  Clean the lift using the appropriate cleaning liquid according to the wall
material of the lift cabin.

 Wipe the lift doors.

 Work from top to bottom while cleaning a lift cabin.

 Keep the lift door open till the floor and walls are dried completely.

 Spray clean air freshener.

SOPs for Cleaning the Front Office and Lobby

The lobby is active 24 hours. The furniture, carpets, flooring, and ceiling;
everything needs to be kept extremely clean at any given time. The SOPs
are as follows −

 Clear all ashtrays into the trash ensuring no cigarettes are burning.
 Clean and restore them to proper places.
 Clear the dustbins near front office desk.
 Replace their lining and keep them as they were.
 Dust and wipe the telephone device, fax machine, Computers, and kiosks.
Sanitize the telephone device, computer key board, and touchpad of the
kiosk.
 Remove spider webs from ceiling.
 Remove the dust deposited on walls, windows, furniture, and floor.
 Remove stains on the carpet and furniture.
 Clean all artifacts using damp and soft cloth carefully.
 Sweep and mop the flooring of lobby and front office desk area.
 Dust and polish any vases, paintings, and art pieces.
 Spray the air clean spray with signature aroma.
 Play a very light and soothing instrumental music.

SOPs for Cleaning Parking Area

The parking area takes the load of pollution created by hotel owned
vehicles and guests’ private vehicles. It is heavily polluted with dirt and
dust. The parking area needs cleanliness with respect to the following
terms −

 Control the ventilation.

 Control pollutant discharges occurring from broken drainage or water systems

of the hotel.

 Remove fine-grained sediment particles on parking floor.

 Clean the area near lift.

ix Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
  Hard-sweep the parking floor using street sweeping equipment.

 Collect and dispose the debris appropriately.

 Bringing presence of any unusual debris to the notice of public area

supervisor.

SOPs for Keeping the Garden

The gardener or the team of gardeners work to keep the garden looking
beautiful. They must −

 Water the plants regularly according to the season and requirement of the
plants; generally early morning.
 Remove the weed and fall leaves daily.
 Implement the art of Arbosculpture to enhance the beauty of the trees and
bushes.
 Keep the gardening tools clean and safe.
 Report any damage or requirement of tools or plants to the public area
supervisor.
 Keep the lawn grass in healthy condition by periodic cutting with the help of
scarifying machine.
 Keep any artificial waterfalls or artificial water body clean.
 Fertilizing and manuring the plants as per the schedule.
 Recycle the food wastage in the hotel to prepare organic fertilizer.

SOPs for Cleaning the Dining Area

The dining areas need daily cleaning before their working hours start as
well as when the restaurant staff requests cleaning. The SOP is given
below.

 Collect all the cleaning equipment and dining area keys.

 Switch on all the electric lamps.

 Open all the drapes and blinds for letting in the natural light.

 Observer the entire area to plan the work.

 Align all the chairs away from the table to make room for cleaning.

 Clean the carpet area, using vacuum cleaner.

 Remove any food stains from the carpet using appropriate cleaner.

 If there is no carpet on the floor, sweep and mop it.

 Dust all the furniture in the dining area.

 Polish the furniture if required.

x Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
  Using a feather duster, dust all the pictures, paintings, artworks, and corners.

 Clean and disinfect the telephone devices.

 Polish metal, glass, and wood items if required.

 Clean the mirrors and windows by wiping them with wet sponge.

 If requirement of maintenance is spotted, consult engineering department.

 If any guest items are found then deposit it with housekeeping control desk.

 Collect all dirty table linens and replace with the fresh ones.

 Return the keys to the security department.

 Record in the housekeeping register.

SOPs for Cleaning the Swimming Pool

The swimming pool cleaning activity can be conducted in-house by
training and employing housekeeping staff; as there could be separate
swimming pools such as indoor and outdoor as well as for adults and for
children. The following steps are taken to clean and maintain the
swimming pool −

 Check water quality more than once a week.

 Check any broken tiles/pipes inside the swimming pool.

 Clean the water as soon as possible when required.

 Check the pool water for contamination daily. Remove leaves using leaf
catchers.

 Check for slippery floor area and the pool bottom. Apply and maintain the
anti-slip mats near the pool. Scrub and clean the bottom of the pool.

 Keep the life-saving and floating apparatus ready all time.

 Keep poolside area and basking chairs clean.

 Keep an appropriate and noticeable signage showing the depth of the

swimming pool.

 Check and keep changing rooms up to good quality.

 Keep the changing room door open when it is not occupied.

 Employee lifeguards to provide general safety check for swimming pool once
a day during the operating hours.

 Add adequate amount of chlorine in the pool water.

xi Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
SOPs for Spring Cleaning
Since Spring-cleaning is a time taking process, it is conducted during low
occupancy period. The standard procedures are −

 Request a spring-cleaning date the front office desk. (The housekeeping

department needs to honor whatever date they give, as it is the matter of
revenue generation.)
 Tag the room as "Not for Sale".
 Remove the guest amenities, curtains, and art pieces from the room.
 Send the curtains to the laundry for dry cleaning.
 Empty the mini bar and send the beverage items to Food and Beverage
store.
 Roll the curtains and cover them with dustsheet.
 Inspect the furniture and send to the furniture yard for repair or upholstery.
 Inspect the locks, knobs, latches, leaking pipes, and bathroom.
 Hand over the room to maintenance department for any painting, sealing,
and repairing work required.
 Once the maintenance work is complete, remove any residual smell of paint
and varnish by airing the room.
 Polish and clean the permanent fixtures.
 Open, lay, and shampoo the carpet.
 Check the bathroom sealing and clean the bathroom.
 Make the bed using fresh bed linen.
 Restore the art pieces, furniture, and guest supplies.
 Call room service for restoring mini bar, glasses, and trays.
 Show the room to the floor supervisor.
 Release it to the front office desk for selling.

xii Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 INFORMATION SHEET 5.4-1

MAINTAIN AND STORE EQUIPMENT AND CHEMICALS

1. Maintaning and storing equipment and chmenicals

Introduction
If you’re maintaining a daily housekeeping schedule, you know that the struggle is real when
it comes to figuring out where to store your cleaning supplies. To complicate the matter
more, you have to worry about safety issues associated with chemicals. If only there were a
guide that told you how to store cleaning supplies the right way… Well, what do you know?
There’s one right here.
Check Labels for Storage Recommendations
When thinking about how to store cleaning supplies, it’s important to remember that cleaning
products are chemicals, and chemicals require some special handling. Therefore, it’s crucial
to read the storage and warning labels on your housekeeping products. Some household
cleaners can cause dangerous reactions when mixed, meaning they shouldn’t be stored with
one another. Others can have hazardous reactions to extreme temperature fluctuations, which
makes keeping them in cold garages or next to the hot water heater an absolute no-no. When
it comes to dealing with chemicals, it’s always better to be safe rather than sorry, so don’t
skip reading those labels.

Keep Chemicals Away from Children and Pets

Many people store cleaning supplies under the kitchen or bathroom sink. This shouldn’t be a
problem if you rely on natural cleaners, such as vinegar and baking soda. However, if you use
a lot of chemical cleaners or disinfectants, you want to keep these as far away as you can
from your little ones and furry friends. (Cats and dogs can open cabinets, too.) Because of
this you might want to consider storing cleaning products on the top shelf of a laundry room,
garage or closet. Naturally, you’ll need to be certain it’s safe to store your cleaners together,
and you’ll also want to make sure you’re not exposing products to extreme temperatures.

How to Organize Cleaning Supplies

xiii Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
Once you’ve figured out how to store your cleaning supplies safely, you need to organize
them. All the bottles, microfiber cloths and sprayers can make an absolute mess underneath
your sink or even on top of a shelf. Here are a few tips for keeping your household cleaning
products orderly:

Corral all-purpose cleaners in a caddy or storage basket.

Stock products in a kitchen pull-out drawer. (But only if you don’t
keep foodstuffs here, too.)
Install a lazy Susan under your sink to make it easier to reach
cleaners.
Divide products and utensils according to tasks — like dusting,
window cleaning or stain removal — and assign them each to a
labeled storage bin.
Repurpose a wheeled shopping utility cart or a tiered rolling cart so
you can easily take cleaners from room to room.
Store bottles and smaller cleaning tools in the pouches of an over-
the-door shoe organizer.
Hang a multi-tiered rack on the back of a closet or laundry room
door and place cleaners on the shelves.
Make extra space under sinks by installing a tension rod from which
you can hang spray bottles.
Assign larger cleaning tools — such as mops or vacuums — a
designated space in a closet or laundry room, so they’re out of sight
and easy to find when you need them.

Of course, if you really don’t want to worry about how to store

cleaning supplies, you could call your local Merry Maids and let
them take care of the housekeeping for you.

And now that you know where to store cleaning supplies, you might
be interested in doing some reorganization to make room for them.
These tips on creating a more functional laundry room may come in
handy.

xiv Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
10 tips for cleaning equipment care

10 tips for cleaning equipment care

The cleaning shift is over, your floors, walls and surfaces are spotless – but there’s
one more vital task before you finish.

Taking proper care of your cleaning equipment will not only extend its life but ensure
it is ready to go next time. Well-maintained equipment also creates a good
impression.

Equipment should be stored in an orderly manner once you have finished cleaning,
when the floors are dry and warning signs removed.

Here are our top 10 tips for caring for your cleaning equipment:
 Rinse the mop clean and invert it to air dry
 If the mop goes to laundry, rinse it first – especially if it has had chemicals on it
which may react with washing detergent
 Empty the bucket and rinse

xv Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 Do a visual check for any damage
 Make sure the casters are rolling smoothly
 Put the equipment in its designated storage area
 Take off sleeves and check the frame and handle
 Vacuum any dry dusting sleeves
 Store chemicals on low levels so they will not drip or tip and pour on you; ensure
tops are clean and safely screwed on
 Ensure everything is left tidy, secure and easy to access next time.

Sector:
TOURISM
Qualification:
HOUSEKEEPING NC II

Unit of Competency:
PROVIDE HOUSEKEEPING SERVICES TO GUEST
Module Title:

PROVIDING HOUSEKEEPING SERVICES TO GUEST

xvi Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 Information Sheet 1.1-2

Housekeeping Organization

Organizational Chart of the Housekeeping Department

(For large establishments)

EXECUTIVE HOUSEKEEPER OR
HOUSEKEEPING MANAGER

Executive Housekeeper

Room keeping supervisor Public Area Supervisor Linen & Laundry Supervisor

Room boy Houseman utility Linen Attendant

maintenance

Chambermaid Pest Control Technician Laundry Attendant

Mini-bar Attendant Valet Runner

Gardener/Grounds
Maintenance
xvii Date Developed: Document No. HKNC11-001
CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 Steam Presser/Ironer
Organizational Chart of the Housekeeping Section

(In smaller establishments)

Housekeeping Supervisor

Assistant Housekeeping
Supervisor

Room Attendant or Room Houseman and Linen & Laundry Gardener & Grounds
Boy Powder Girl Attendant Maintenance Crew

FUNCTIONS

I. EXECUTIVE HOUSEKEEPER OR HOUSEKEEPING MANAGER

- Responsible for maintaining a smooth and efficient flow of operations in the

Housekeeping Department; sees to it that housekeeping maintenance is carried out in accordance
with prescribed standards and policies.

II. ROOMS MAINTENANCE SUPERVISOR

- Directs and controls rooms keeping activities including room make up, installation of mini
bar and other room amenities; ensures conformity to prescribed room-keeping standards and
policies.

Duties & Responsibilities:

1. Conducts routine inspection to check the quality of room make up; make sure that the
room are installed with standard room amenities and that the area is free of hazards.
Also checks if there is anything that needs repair or corrective action.
xviii Date Developed: Document No. HKNC11-001
CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 2. Checks room status during room check, prepares and distributes room status reports to
Front Desk and to room attendants.
3. Looks after the proper use, storage and maintenance of linen and cleaning equipments
as well as housekeeping tools and supplies.
4. Regularly checks the conditions and maintenance of housekeeping equipments. Have
them cleaned regularly. Initiates service request for defective items.
5. Checks and maintain par stock. Make requisition whenever needed.
6. Initiates and supervise the weekly inventory of room supplies and other housekeeping
items entrusted to his unit. Reports losses and damages and takes corrective action
against reckless use of equipment.
7. Sees to it that his superior is informed to all unusual incidents and accidents in his area
of responsibility.
8. Trains, coaches and supervises room boys and chambermaids.
9. Attends to the guest complaints, inquiries and requests.
10. Attends to performance evaluation of his subordinates; conducts appraisal interview.
11. Personally attends to VIP guests and their requirements.
12. Coordinates with Front Office regarding changes in room status and bookings; with
maintenance unit regarding requests for repair or maintenance.
13. Performs other related duties as maybe assigned by superior.

III. HEAD HOUSEMAN OR PUBLIC AREA SUPERVISOR

- Directs or control all activities concerning public area maintenance and ensures
conformity to prescribed housekeeping standards and policies.
Duties and Responsibilities

1. Maintains quality housekeeping in all public areas paying special attention to cleanliness,
orderliness and safety in all covered areas.
2. Conducts regular inspection of the different public areas; checks the quality of cleaning
and maintenance and ensures tat the area is free of safety hazards. Also checks if there
is anything that needs repair or corrective action.
3. Checks order in all areas, make sure that fixtures and furniture are installed in the right
position.
4. Monitor ands and supervises the proper use, storage and maintenance of cleaning
equipment as well as housekeeping tools and supplies.
5. Checks equipment regularly for their condition. Have them cleaned regularly and
repaired when out of order.
6. Check and maintains par stock requirements. Makes requisition to replenish supplies.
7. Initiates and supervises weekly inventory of cleaning supplies and other housekeeping
items allocated to his unit. Reports losses and damages and takes corrective action
against reckless use of equipment.
8. Reports to management all unusual incidents and accidents in the public areas, safety
hazards and items needing repair or replacement.
9. Trains, coaches and supervises his staff.
10. Evaluates the performance of his subordinates and conducts appraisal interview.
11. Performs other related duties as maybe assigned by supervisor.
ROOM BOY, CHAMBERMAID OR ROOM ATTENDANT

- Attends to the maintenance and upkeep of all guestrooms and service areas assigned to
him/her.

xix Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
Specific Functions:

1. Looks after the maintenance of cleanliness, orderliness and sanitation in his assigned
guestrooms;
a. Clean walls, carpets, fixtures following standards cleaning procedures.
b. Sanitizes toilets and bathrooms using sanitizing chemicals
c. Changes/empties waste baskets or garbage cans;
d. Collects all used/soiled linens and replenishes them with fresh ones;
e. Looks after the orderly make-up of the room, bed and the bathroom
f. Checks the condition of all guestroom facilities and fixtures and reports any
defect to supervisor for corrective action;
g. Install and replenishes standard room amenities in their appropriate location.
2. Performs turn-down service if schedule for the second shift.
3. Looks after the proper use, maintenance and storage of cleaning equipment. Reports
damages to supervisor for corrective action.
4. Attends to the needs and additional request of house guests.
5. Reports al unusual incidents and complaints of house guests, as well as guests who are
sick or in critical condition.
6. Reports and surrenders all lost and found items to Supervisor.
7. Assists in the inventory of guestroom supplies and linens
8. Prepares and submits daily accomplishment and consumption report to his/her
supervisor.
9. Assist his supervisor in conducting room check
10. Conducts fumigation of assigned guestrooms as needed
11. Performs other related duties as may be assigned by his/her supervisor.
V. MINI BAR RUNNER/ATTENDANT

- Responsible for performing mini-bar installation, listing, replenishing, inventory-taking,

stocking, requisitioning, and other related functions

Duties and Responsibilities:

1. Maintains par stock and mini bar items; initiates requisition to replenish used stocks;
2. Records mini bar consumption per room and prepares a sales report.
3. Assists in the promotion of mini bar items.
4. Monitor sales and movement of stocks, informs supervisor of slow moving and non-
moving items;
5. Conduct mini-bar inventory.
6. Cleans and dusts mini-bar bottles in vacant guest rooms;
7. Checks and collect mini-bar receipts in all guest rooms;
8. Assist in the inventory of stocks in housekeeping stockroom as well as in all vacant,
occupied and check-out rooms;
9. Promptly prepares billing of mini bar consumption giving priority to rooms occupied by
guests who are about to check out within the day;
10. Coordinates also with Front Office Cashiers for the billing of late charges
11. Coordinates also with other staff like Bell Service in collecting bills of guests and hotel
skippers.
12. Endorses to the incoming attendant all un-replenished mini bars in guestrooms to make
sure that all scheduled replenishments for the day will be accomplished as scheduled.
13. Determines availability and non-availability of mini-bar stocks and updates accordingly
the individual receipts distributed in guestrooms.

xx Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 14. Collects empty or consumed mini-bar bottles, cans, etc. from different floors/guest areas,
pantries and guestrooms.
15. Checks sales record from time to time to determine accuracy of records, inventories and
billing.
16. Takes notes of saleable and non-saleable items to have a more accurate basis for
requisition and ordering of stocks.
17. Double checks the expiration dates of items for prompt replenishment;
18. Returns spoiled stocks before the end of each month and submits report to supervisor of
the Cost Control section;
19. Coordinates closely with Front Office regarding rooms on cash basis to list for each day.
20. Performs other duties as may be assigned.
VI. Houseman

Basic Function: Responsible for the upkeep and maintenance of cleanliness and orderliness
in public areas assigned to him.

Special Duties:
1. Secures cleaning supplies, materials and equipment and looks after their use, storage
and maintenance.
2. Checks the location, condition and arrangement of fixtures in his area of responsibility;
sees to it that they are clean and properly installed.
3. Cleans and sanitized public comfort rooms under his area, following standard cleaning
procedures.
4. Replenishes guest supplies in public comfort rooms like paper towels, toilet tissues,
soap, etc.
5. Cleans and sanitizes all areas assigned to him following standard cleaning procedure ;
a. Vacuums/shampoos carpets and upholstered furniture
b. Sweeps/ scrub/polishes floors and walls
c. Polishes/dusts off all fixtures
d. Cleans ceilings, exhaust and glass panels
e. Collects and disposes garbage and litters
f. Changes. Cleans ashtrays
g. Disinfects toilet bowls, urinals, etc.
6. Report all noted damages and out-of-order facilities in his area of responsibility including
defective cleaning equipment, busted bulbs, torn carpets, cracks on walls, defective
sinks and toilet bowls, clogged floor drain, ceiling leaks, defective locks, etc.
7. Conducts fumigation in the absence of pest control technician.
8. Reports guest complaints to his supervisor as well as suspicious objects or person; turns-
over to him all lost-and-found articles.
9. Prepares daily accomplishment report and submit them to supervisor.
10. Performs other duties as may be assigned by supervisor.
VII. Powder Girl

Basic Function: Responsible for the cleaning, care and maintenance of ladies comfort rooms
and locker rooms.

Specific Duties:

1. maintains par stocks of cleaning supplies and makes requisition to

replenish stocks;
2. Regularly cleans ladies comfort rooms and locker rooms following standard cleaning
procedures
xxi Date Developed: Document No. HKNC11-001
CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 a. Disinfect toilet bowls
b. Scrubs, cleans, wipe dry floor and wall tiles
c. Polish chrome and metal fixtures like faucets
d. Fumigate the area as needed
e. Dispose garbage, wash and dry garbage bins
3. Replenish toilet amenities like toilet pare, soap, paper towels, etc.
4. Checks the condition of fixtures and toilet facilities, checks for leaking faucets, defective tiles,
shower, etc. and reports any defect to her supervisor.
5. Retouches the cleaning of comfort rooms from time to time;
6. Regularly checks trash and empties garbage bins from time to time
7. Assists in other cleaning or housekeeping job when not loaded.
8. Assist in the issuance of linens if available;
9. Performs other related duties as maybe assigned by superior.

xxii Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
VIII. Gardener and Ground Maintenance Crew

Basic Function: Responsible for maintaining the grounds including plants and landscape.

Specific Duties:

1. Performs daily sweeping and cleaning of grounds following standard cleaning procedures.
2. Maintains supplies for plants and grounds maintenance and makes requisition to replenish
stocks.
3. Looks after the plants, prunes leaves, apply fertilizer, weed out dried leaves, etc.
4. Maintains, insures that everything is in order.
5. Performs cultivation of plants through planting and other techniques; scouts for new
ornamental plants.
6. May perform side duties like maintenance of cleanliness of the pool area, fountains, façade,
gardens, motor pool and other related areas,
7. Performs other related duties as may be assigned by superior.
IX. Pest Control Technician

Basic Function: Attends to the prevention and control of pests through preventive and
corrective techniques.

Specific duties:

1. Searches for areas for pests and insects proliferate and performs the necessary fumigation:
2. Looks for patches or holes and other entry points of insects and takes corrective action;
3. Maintains stocks for pest control and looks after their safekeeping and reasonable use;
4. Checks possible sources and cause of the proliferation of pests and insects, makes reports
and recommendations to remedy the situation.
5. Performs fumigation in accordance with prescribed procedures.
6. Performs other related duties as maybe assigned by superior.

xxiii Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 Self-Check 1.1-2

Answer the following:

1. What is the difference between room’s maintenance and maintenance

of public areas?
2. How do you differentiate the job of room boy/room attendant from
that of a houseman?
3. If you are a room boy will you mention some related duties?
4. If you are assigned as gardener and grounds maintenance crew, what
are your side duties?
5. Who is the responsible for cleaning and care maintenance of ladies
washroom & locker?

xxiv Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 Answer Key 1.1-2

1. Room maintenance is maintaining the cleanliness and

orderliness in the guest room, while the maintenance of public
areas is maintaining the public washroom, lobby, etc.
2. Job of room boy is maintaining the guest room, while houseman
maintaining the public areas.
3. 1. Performs turn-down service if schedule for the second shift.
2. Looks after the proper use, maintenance and storage of
cleaning equipment. Reports damages to supervisor for
corrective action.
3. Attends to the needs and additional request of house guests.
4. Reports al unusual incidents and complaints of house guests, as well as guests
who are sick or in critical condition.
5. Reports and surrenders all lost and found items to Supervisor.
6. Assists in the inventory of guestroom supplies and linens
7. Prepares and submits daily accomplishment and consumption report to his/her
supervisor.
8. Assist his supervisor in conducting room check
9. Conducts fumigation of assigned guestrooms as needed
10. Performs other related duties as may be assigned by his/her supervisor.
4. May perform side duties like maintenance of cleanliness of the pool area, fountains,
façade, gardens, motor pool and other related areas, Performs other related duties as may
be assigned by superior.

5. Powder girl

xxv Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 Information Sheet 1.2-1

Guests Requests

Learning Objectives: after reading the INFORMATION SHEET, you must be able to;

1. Handle in a polite manner the requests in accordance with the

establishment’s customer service standards and security procedures.
Requests of Guests may relate to:

1. Range of services and products offered by the establishment

2. Availability, hours and location of meals, services, equipment
a. How various types of equipment work
b. Local services, attractions, transport, shops entertainment, etc.
A. Request for Room Service:

203

Please Do Break
Make-
up the Not Fast
Room Menu
Disturb
zzzzzzz
zzzzzzz
zzzzzzz
zzzzzzz

Make up sign DND sign

Hanged in the door knob late in the afternoon or early in the

morning for a request, also if breakfast is requested.

DND/MAKE UP SIGN maybe back to back. DND on one side

and the MAKE UP SIGN on the other side.

xxvi Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 Request for Wake up Calls

The Housekeeper may up sell wake up calls to the guest. One may say:

“Mr. Smith, should you like to avail our wakeup call service, you may request directly
to the Telephone Operator to this nos. 04-733 or to the Front Desk. Thank You, sir.

The guest shall call the operator directly or may relay the request through the Front Desk.

When the operator rings a room for wake up call, she should answer do it graciously by
calling the guest by the name as follows: Good Morning Mr. Smith. It is now 5:00 A.M.

When the guest does not answer the wake up morning call, request the bellboy or the room
boy to knock on the guest room. If there is still no response, the Duty manager may enter the room
with the emergency key.

c. Other Request items

1. Roll away bed – a portable single bed used to accommodate additional guest in a room.

2. additional pillows , blankets and towels

xxvii Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 3. Flat Irons and Ironing board

4. hair dryers

5. additional room supplies

6. change of linen

xxviii Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 7. first aid kit 8. baby crib

9. Electric kettles and jugs 10. Computers/ laptop

11. TV and video 12. Alarm clock 13.fax machine

xxix Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
Other requested services may include:

1. Baby Sitting – ask first the permission of your supervisor before granting the guest
request.

2. Errand, like buying the guest of daily newspaper, housekeeping supervisor should be
notified.

xxx Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 As part of hotel services, the hotel may allow certain items to be lent to guests for their use
while in the hotel. However, anything that is issued should be recorded and acknowledge – signed
by the guest so that in case the item is lost or not returned, the guest could be made accountable.
The cost of the item shall be charged to his account in case of lost.

xxxi Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
Procedure in the issuance of requested items:

1. In the form, write down the name of the guest, his room number and the date of issue.
Check the item (whether adaptor, remote control, etc.) Ask guest to acknowledge and
sign in the form.
2. Copy of the acknowledgement receipt is issued to the Front Office cashier who attaches
it to the guest folder/folio so that during check out the cashier can first verify the said
item has been returned. If not, he shall remind the guest to return it, otherwise he will
be charged for it.

ISAT HOTEL
Housekeeping Department
CONTROL FORM FOR BORROWED ITEMS

Room Number: 202

Guest’s Name: _Mr. Jonh Smith

Date: _February 12, 2000_

Time: 7:30 P.M.

Issued by: _A. Bush

Received one (1) unit of

________: Remote Control

________: Adaptor

________: Transformer

Hair Dryer : Others

* Always remind the guest the possibilities/consequences whenever the items borrowed are
damage or loss, should be return on the time indicated at the form.

* Requested item should be promptly located and delivered within agreed time frames. One may
say: “Mr. Smith, I will deliver your request in 15 minutes. Excuse me, Sir.

* If not delivered on time, ask apology to the guest for the delayed service.

Definitions of Terms:

xxxii Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
 1. Chambermaid – a female room attendant
2. DND sign – stands for “Do not Disturb”. This sign shall be hanged on the door knob and the
guest places it in the door knob when he wants to have good rest and does not want to be
disturbed or he does not want anyone to enter his room.
3. Fixtures – fittings in the room like furniture. An object firmly fixed in place (especially in a
household)
4. Front Desk – the office that accommodates guest
5. Guest room – a room in the hospitality business like in hotel, apartel, etc.
6. Hallway - an interior passage or corridor onto which rooms open; "the elevators were at the
end of the hall"

7. Hotel- Minimum number of available rooms, services, and amenities,

usually defined by legislation for licensing and classification purposes
as well as eligibility for fiscal incentives in some jurisdictions. May
provide food and beverage services on site but not always within the
accommodation building(s): usually by in-house staff but occasionally
through an outside food and beverage contractor. May or may not
provide a range of recreation and other amenities on site or by
arrangement with others off site. Includes motor hotel, resort hotel or
resort, and commercial hotel.
8. Housekeeping – refers to the upkeep and maintenance of cleanliness and order in a house
or lodging establishment, be it an inn, hotel, etc.
9. Houseman – the one who in-charge ib the public areas in a hotel
10. Lobby – a reception area of a hotel
11. Make up sign – is usually at the back of the DND sign. The guest has the option to hang it in
his door knob when he wants his room to be made up immediately.
12. Powder Girl – the one who is in-charge in the female washroom.
13. Public rooms – an area in the hotel like in lobby, public washroom or CR.
14. Stairway - a way of access (upward and downward) consisting of a set of steps

Room Status

 OC-Occupied Clean
 OD-Occupied Dirty
 VC-Vacant Clean
 VD-Vacant dirty
xxxiii Date Developed: Document No. HKNC11-001
CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
  VR-Vacant Ready
 HSUD- House use dirty
 HSUC-House Use dirty
 HSUC-House use clean
 OOO-Out of order
 BLO-Blocked
 NS- No show
 SO-Slept Out
 HU-House use
 DND-Do not disturb
 MUR-Make up room

Terminologies used to describe various types of guest

 VIP-Very important person

 VVIP- Very very important person
 FIT-Free individual traveller
 JOINER

xxxiv Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
Sector

TOURISM
Qualification Title

HOUSEKEEPING NCII
Unit of Competency

Provide Valet/Butler Service

Module Title

Providing Valet/Butler Service

xxxv Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
Definition of Terms

AM Ante Meridiem – before noon/midday. 9:00am/9.00AM = 9 o‟clock

in the morning

Buck Specialist piece of ironing equipment used to optimise the

pressing of certain pieces of clothing or parts of certain items.
This includes collars and cuffs

CRS Computerised Reservation System

Concierge A front office staff member who operates the concierge desk,
providing advice, direction and information to guests about all
aspects of the venue, the local area, products, services, facilities
and anything else the guest wishes to know about

ETA Estimated time of arrival

ETD Estimated time of departure

Epaulettes Shoulder flashes worn with jackets to designate the

position of the person wearing the jacket

Gratuities Tips – money given to staff by guests in appreciation of service

provided

Grooming Activities undertaken by a person to ensure they are well

presented and their personal hygiene is acceptable

High-roller guests Guests in a casino who spend lots of money in the casino,
through gambling. They are often given various free products and
services such as room, valet, meals, beverages as an incentive

Industry black and whites Articles of clothing commonly worn by service staff which
are traditionally a combination of black and white colours.
Normally this constitutes black trousers with a white top,
whether a shirt or jacket

PA Personal Assistant staff who assist the guest with business or personal
affairs

PM Post Meridiem – after noon/midday. 9:00pm/9.00PM = 9 o‟clock in the

evening

Posting of charges Adding a charge to a guest account so the venue can

recover payment form the guest
36 Date Developed: Document No. HKNC11-001
CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
Rapport Relationship between two or more people characterised by
agreement and harmony

Retinue The group of people retained by a person to manage their affairs,

assist and deal with their business

SOP Standing Operating Procedure

Scope of authority Permission given by management to staff allowing them to

take action, within designated parameters, without the need for
them to obtain management or other approval for such action

VIP Very Important Person. All persons a valet serves must be

regarded as VIPs

Valet Butler

Walk-in A guest who arrives without a reservation and simply walks

in off the street seeking accommodatio

INFORMATION SHEET 3.1-1

Provide valet services to guests

Introduction

A valet, sometimes also known as a 'butler', is employed by a hotel to

provide a personalised and specialist service to guests for the duration of
their stay.

They add a degree of service, class and style many people associate
with indulgence and opulence.

Valet services are not common. Certainly not all establishments

provide valet service and the position may not exist in some countries. Many
hotels will only supply a „valet parking‟ service.

However international guests may have very high levels of expectation

in relation to the service provided by valets, especially American and

37 Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
Japanese guests. Many expect the same level of service provided by other
up-market hotels around the world.

The many roles of a valet

Many regard the valet as providing a combination of roles each with its own
demanding level of personalised and individualised services. The various
roles include:

Housekeeper – performing a range of services normally provided by room

attendants in other rooms

Confidant – being a trusted person whom the guest can confide in when they
need to talk or share an idea, experience or opinion

Guide – informing the guest of what is available both within and outside the
venue, when it is available, how to get there and how to obtain entry, tickets,
preferential treatment

Concierge – while all valets work together with the concierge in a venue,
many valets often take the role of concierge for the guests they are looking
after

Organiser – organising activities including reservations, tickets to shows,

entry to events, meetings with people, daily schedules, on behalf of and
under the direction of the guest

Supervisor – overseeing the work of other people (venue employees and

outside workers) who provide products and service to the gues

Guest relations – ensuring the guest has a pleasant stay in the venue,
ensuring their expectations are met and dealing with any problems that arise
during the stay.

It is true that a valet may be all these and more. Exactly what a valet is
or the services they provide, depends greatly on the needs of the individual
guest.

There is a special relationship between the valet and the concierge,

especially the nature of the working relationship between them that
demands instant responses to guest needs, quick supply of information, and
general professional support.

The valet must be able to respond immediately and appropriately to the

needs of individual guests who may all have widely diverse demands. It is

38 Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
definitely a challenging position but, without doubt, an extremely rewarding
one.

The role of valet would generally be undertaken by experienced staff

members or other people with sound organisational and interpersonal skills.

Depending on the organisational structure of the venue, „valet ‟ may be

located in Housekeeping, Front Office or another appropriate department
such as Finance or Sales and Marketing.

The valet is always:

 A front-of-house member of staff – they are not „back of house ‟ staff
who work „behind the scenes‟

 A guest contact staff member – as opposed to a manager or

administration officer

 A service provider – while they perform some liaison and supervision

duties their primary role is one of service provision.

The main duties of a valet

The main duties of a valet refer to the services they provide to their guests.

The Position Description for „valet‟ at your venue will provide a good starting
point regarding what they are expected to do.

The nature and extent of these services will vary between guests with some
guests demanding constant attention and others requiring little in the way of
valet service.

Services can include, but are not limited to:

 Professionally and confidentially communicating – with the guest and
on behalf of the guest

 Unpacking and storing guest luggage

 Preparing guest clothes and footwear – ready for use

 Light pressing of garments – as required or requested

 Packing guest luggage – for their departure

 Cleaning and polishing shoes – as required or requested

39 Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
  Repairing, or organising the repair of, clothes and other guest
belongings

 Providing assistance in relation to organisation of guest needs and

requests including wake up calls, newspaper, coffee and tea

 Monitoring the provision of establishment services to the guest – both

in-room and throughout the venue. This may include:

 Arranging and supervising the provision of room service for

meals, snacks, parties and drinks

 Organisation and implementation of functions for the guest in

their room or in a function room at the venue

 Preparing room before guest arrives – by providing various items such

as fruit bowls, complimentary gifts, bathrobes, chocolates or flowers

 Recording services that have been delivered – for quality control and
accounting procedures

 Looking after guest laundry and dry cleaning needs – on an ongoing

basis for the duration of their stay

 Organising and processing secretarial duties upon request – such as

messages, faxes, packages, translation, postage, and use of the
business facilities at the property

 Arranging restaurant bookings, car hire, tours, specified purchases of

gifts or other items

 Organising activities to meet guest needs – such as arranging special

functions in the venue, booking local excursions and tours, and making
reservations for the theatre, shows, dining and special events

 Provision of local advice (the „concierge‟ function) including:

 Recommendations for dining and shopping

 Suggestions for transport and sight-seeing

 Options for tourism and leisure activities

 Acquisition of personal services

Making, altering or confirming travel arrangements. Prior to guest arrival the

valet must:

40 Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
  Investigate background information and knowledge about guest
preferences and previous history with the establishment

 Take action to ensure promises made to the guest are met when the
guest arrives.

On guest departure the valet must:

 Record and process guest charges and accounts – for billing and
payment

 Assist in the maintenance of guest history file – to provide relevant and

up-to-date information about the guest/VIP

 De-brief with management – to identify lessons learned, determine

changes needing to be made to SOPs and whether or not management
needs to contact the guest to make an apology.

The non-negotiable elements

The valet is always:
 A front-of-house member of staff – they are not „back of house ‟ staff
who work „behind the scenes‟

 A guest contact staff member – as opposed to a management or

administration

 A service provider – while they perform some liaison and supervision

duties their primary role is one of service provision.

Gender
Valets were traditionally male as their previous titles indicate, with other
names for valets being:
 Manservant

 Gentleman‟s gentleman.

Today females are also employed as valets by some venues to reflect the
growth of women requiring valets in their own right

41 Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
Generally speaking, guests still expect valets to be men but they may:
 Request a female valet

 Ask if a female valet is available.

Provide Butler Service

Butler: Good day mam/sir welcome to ABC hotel, I’m ____________your butler for today .Do you have
any reservation?

Guest: Yes I have a reservation

Butler; May I know your name MAM?

Guest; Im____________

Butler; This way to front office to confirm your reservation

Font Office Your reservation has already confirmed, your room no.is 505 an executive room.

42 Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
Butler; Excuse me mam, can I have your luggage ?

Before we arrive to your room, allow me to present to you the different facilities of the hotel., we have
a swimming pool at the back of the hotel for your relaxation. A restaurant located at the ground floor
open from 8am till 9pm. An internet café located at the 3rd floor open from 9am to 8pm,we also have
bar which open from 3pm till 2 am. Located at 4th floor .By the way mam our spa and fitness gym was
located at the ground floor open from 6am till 6pm.

‘Welcome to your mam, you have a king size bed a couch, dining table, a fridge ,comfort room equipped
with Jacuzzi hot and cold shower with complete amenities

By the way mam,if you have any concern you can use our telephone just dial_____ for
housekeeping_____ for food and beverage _____ for front office dept.

Do you want me to unpack your luggage?

Thank you for staying with us have a nice day.

43 Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI
LIST OF TOOLS FOR HOUSEKEEPING

 Bed Skirt
 Bed pad
 1st sheet
 2nd sheet
 3rd sheet
 Blanket
 Pillow cases (2)
 Pillow slip(1)
 Duvet

For PPE

 Face shield
 N95 mask
 Hand gloves
 Individual ballpen
 Ethyl alcohol

For equipment

Vacuum cleaner
Floor polisher

PREPARED BY M BHEL

44 Date Developed: Document No. HKNC11-001

CBLM Issued by:
Housekeeping NCII Date Revised:

“Provide valet/butler Servuice”

Developed by:
REVISION # OI