Qualification : HOUSEKEEPING NC II

Core Units of Competency

1. Provide Housekeeping to guest
2. Prepare Rooms for guest
3. Provide Valet Service
4. Laundry Linen and guest clothes

Introductions for Housekeeping to guest (butler services)

Performance Criteria:
1. Provide Housekeeping to guest (butler service)

o Greeting the guest/welcoming the guest.

o Introduce yourself
o Ask the room number
o Lead the guest in going to his/her assigned room
o Answering guest queries like in-house facilities, outside the property and
other hotel amenities.
o Opening the door/welcoming the guest into his/her room.
o Ask permission from the guest if he/she wants you to unpack his things.
o Introduce to the guest the room amenities and demonstrate on how to use
or operate the equipment.
o Bidding goodbyes.
2. Valet Service
o Knock on the door and announce valet service.
o Introduce yourself.
o Secure the permission from the guest to countercheck the laundry items
based on the prepared laundry form.
o Check for damages, manner or instruction of washing; any special
instructions for the laundry, methods of payment (cash/checks or charge).
o Check for the time frame of delivery/returning guest laundry.
o Thank the guest/bidding goodbyes.
3. Perform Laundry
o Sequence/miser en place.
o Sort and classifies the laundry item according to the degree of soiled
linens based on the laundry form.
o Check the laundry form for any damages noted and special
instruction.\check the cleaning materials according to the types of fabric.
o Read any special instruction indicated on the label on the chemicals to
prevent problems that might occur during the laundry process.
o Check the clothes for any object that can cause damages to the machine.
o Check the capacity, speed, dryer, of the machines before starting the
laundry.
4. Ironing guest clothes
o Sort and classifies the laundry items according to the type of fabric (silk,
cotton, among, etc.).
o Check the ironing board and flat iron for instruction indicated on the label.
o Check for special instructions on the laundry form
o Place the name tag of iron clothes and it should be neatly folded.
o Deliver the guest clothes on specified/agreed time frame.

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Good morning ma’am; I am___________________at your service. I am here to assist
you in your room. By the way ma’am, can I help you with your luggage? Is there any
fragile thing inside? May I know your room number? Your room number is 304, it is on
the 3rd floor. We will use the elevator to get there. This way please.

Ma’am, please allow me to introduce to you our hotel. We have lots of amenities that will
surely suit your taste and needs.

On our way to elevator ma’am, you will find our souvenir shop wherein you can buy
different stuffs. We also have 2 fine dining restaurants to choose from. One is offering
Italian dishes while the other is catering Chinese and Filipino dishes. We also have café
at the left wing of the restaurant.

At the lower ground floor, you will be impressed by our Olympic size swimming pool
wherein you can refresh and enjoy the water and our man-made falls.

If you want to be relaxed and have some make-over, our spa and salon will be ready to
serve you from 8:00 am to 10:00 pm. It is located at the right wing of the business center
on the 2nd floor.

As you can see ma’am, our hotel is at the heart of a commercial area. If you want to go
shopping, the nearest mall is about 5 kms., from the hotel. If you want to take a cab, just
call our front office and they will connect you to our security officer who will assist you I
getting a cab.

We are her at the elevator ma’am: if you want to use this, just press the close/open door
sigh and the number of the floor where you want to go. For emergency, you can press the
red button and our emergency team will immediately respond to your call.

Okay ma’am, were here at your room, (knock 3x and announce butler service before
opening the door). Open the door widely, Welcome to your room ma’am, please come in.
where do you want me to put your luggage, ma’am? Do you want me to help you in
unpacking your things?

Ma’am, please allow me to introduce to you the amenities and equipment in your room.
1. You have your tv, it is cable ready with 120 channels. Just use the remote control
to operate it.
2. You can also have the mini bar and the mini-ref. also included in the list ma’am is
the price list per item. Anything that you consume will be added to your bill.
3. The air-con ma’am is automatic. The temperature will adjust according to the
cooling requirement of the room. But if you want to adjust, you can use the
remote control.
4. You have 2 beds, 1 is the queen size and the other 1 is single. If you will invite a
friend to sleep here, just inform our front office for proper documentation.
5. At the comfort room ma’am, hot and cold water is available, red for hot and blue
for cold. You can adjust the water temp by opening both faucets and mixing of
water. Bathroom supplies are also available for your consumption.
6. You can also have ma’am the telephone beside your bed. Local numbers of
different departments in this hotel are posted near the telephone. For outside call,
you can dial nine and our operator will assist you in getting the line

Is there anything you want to know? Is there anything I do? I think I already gave you
all the information that you need.

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 HOUSEKEEPING
“CLEANLINESS IS NEXT TO GODLINESS”

Introduction
A. Definition

HOUSEKEEPING-refers to the upkeep and maintenance of cleanliness and order

in a house or a lodging establishment such as inn, hotel, apartelle, condominium,
resort dormitory or hospital

B. Types

a. DOMESTIC HOUSEKEEPING-House
b. INSTITUTIONAL HOUSEKEEPING-commercial lodging

AREAS:
a. Guest rooms
b. Offices
c. Hall ways and corridors
d. Lobby
e. Public rooms and restaurants
f. Stairways
g. Windows
h. Grounds/parking
i. Garden
j. Stairs, concessionaire’s shops

***not included kitchen and dining area (F&B Dept.)

C. Ethics for Services
a. PHYSICAL PROJECTION- mouth, nose, eyes, hair, ears, face, body,
fingers, attire, scent.
b. VERBAL PROJECTION- the way you talk, speak, communicate
c. CONDUCT AND BEHAVIOR-
a. Unsanitary practices
b. Unpleasant habit (unconsciously)
c. Courteous-polite, well-mannered
D. Organizational Chart:

E. Standards of Ideal Housekeeping

a. Guest comfort
b. Eye appeal

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 c. Materials control and preventive maintenance
d. Sanitation
e. Cleanliness
f. Orderliness
g. Guest relation
h. Safety-PPE-Personal Protective Equipment
F. Providing Quality Service (Ethics for Services)

1. General Overlook
a. Personal Hygiene
b. The you talk
c. The way you dress
d. The way you work

2. Personal Attitude (towards)

a. Guest
b. Work
c. Colleagues

3. Dealing with guests (gestures and communication)

a. Welcoming of guest
b. handling request
c. handling complaints
4. Details of service
a. Before/During/ After
b. Unpleasant Habits
c. Unsanitary Practice
Classification of Hotel
According to number of Beds
a. SINGLE ROOM – room with one single bed
b. TWIN ROOM – rooms with two single bed
c. DOUBLE ROOM – rooms with one queen size bed
d. DOUBLE-DOUBLE – rooms with two queen size bed
e. TRIPLE ROOM – either rooms with one queen size bed or one roll away bed or
room bed with two single bed plus one roll away bed.
f. QUADRAPLE- room may have two bed or more for four people
g. FAMILY ROOM – room with one queen size bed or one more single bed.
h. KING ROOM- room with king size bed.

A.2 According to price layout and facilities

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a. ECONOMY – economical rate / lowest rate.
b. STANDARD- equipped with standard facilities and amenities like air con, television,
bed and night table.
c. DE LUXE – more luxurious and spacious with superior amenities.
- price much higher than standard.
d. STUDIO – has bed or couch converted into bed.
- Also called executive room.
e. CONNECTING ROOM – consists of two or more rooms with entrance door from
outside of the room and a door inside connected to the other room.
f. SUITE - room has living room connected to one or more full-sized bedroom
- equipped with luxury amenities.
F.1 TYPES OF SUITES
f.1.1. JUNIOR SUITE – bed and sitting area.
f.1.2. PENTHOUSE SUITE - located on the top floor.
f.1.3. EXECUTIVE SUITE - designed for top executive
f.1.4. HOSPITALITY SUITE - used for entertaining visitors serving as function
room.
A.3 TYPES OF BEDS
a. SINGLE BED – a bed approximately 36” x 75”
b. DOUBLE BED - a bed that can accommodate a couple or two individual. It is
approximately 54” x 75” in size.
c. QUEEN BED – about 60” x 80” in size.
d. KING BED - an extra-long, extra wide bed about 78” x 80’ in size.
e. ROLL AWAY BED – a portable bed.

B. TYPES OF GUESTS
a. VIP – VERY IMPORTANT PERSON – refers to well renewed guests
(e. g celebrities, fashion icon)
b. VVIP – VERY VERYIMPORTANT PERSON – guests are given with
extra special treatment (e.g. dignitaries, ambassadors, government
officials)
c. FIT – FOREIGN INDIVIDUAL TOURISTS
d. JOINER – is person joining another guests in a room.
4. TYPES OR CLEANING / ROOM STATUS
5. ROOM AMINETIES
A. bedroom amenities
B. bathroom amenities
C. luxury amenities

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6. FIVE CORE COMPETENCIES – mis en -place- everything in order
STANDARD OPERATING PROCEDUREM IN CLEANING – Top to bottom /
corner to corner
A. Provide housekeeping to guests
B. Clean premises - “CLEAN AS YOU GO”

B.1 Cleaning equipment, supplies and materials

b.1.a TROLLEY - items for replenishments
a. 1st layer – soap, tissue, toothpaste, shampoo, lotion, conditioner
b.2nd layer- linens: -flat sheet
-towels
c. 3rd layer – cleaning supplies:
Disinfectant – chemical used in eliminating and preventing the growth of
diseases and odor causing germs and bacteria.
Air freshener- to eliminate odor
Metal polish- for removing of dirt and tarnish of metal surface
(Polishing/ buffing, is a circular motion)
Bar/ powder soap/ detergents
Insecticides
Carpet sweeper – handy substitute for the vacuum cleaner to pick up dirt and
particles from the carpet.
Rotary shampooing machine – an alternative cleaning equipment for stripping
floors.

*** Housekeepers don’t provide the guests with air freshener, insects spray and
detergents.
d. Sides/ back/ front of the trolley – soiled linens / brush / room / mops /
vacuum cleaner – to pick up dirt and dust (back and forth direction)

KINDS OF VACUUM CLEANER

1. Wet
2. Wet and dry – HYDROVAC – an all purposes vacuum to sip both dirt and
water.

PARTS
1. Flexible hose
2. Extension tube
3. Shape knife nozzle
4. Wide nozzle
5. Small nozzle
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 6. Brush nozzle
C. PROVIDE VALET/ BUTLER SERVICE

VALET- Noun and / or verb.

-Somebody employed to park the cars of people arriving at the hotel, restaurant or
airport and bring the cars back for them on departure.
-a male employee whose duties include cleaning the clothes of hotel guests or
passengers on ships.
-a male personal servant of a man, whose duties include taking care of his
employer’s clothes and providing his meals.
BUTLER - noun (chief of servant)
-the male head servant in a large of important household, with responsibilities that
include overseeing the other staff, taking care of the wine and silverware, and
sometimes receiving guests.
-more groomed and had good communication skill.
-multi-lingual

ROOMBOY / ROOM ATTENDANT – run errands

-bell boy
CONCEIRGE – somebody who is employed at a hotel or apartment building to
help the guests or residents, e.g. by dealing with luggage, making travel
arrangement, or delivering messages
-Chief assistant in a hotel
-guest relation – golden keys
-multi-lingual
D. Laundry linen competencies and guests’ clothes
d.1. Preparation for washing
d.1.a. Mend tears and holes – those could get bigger during washer
d.1.b. Empty pockets
d.1.c. Close Zips
d.1.d. Brush off any loose dirt
` d.1. e. Treat any stain
d.1.f. Tie any long Straps/ strings
d.1.g. Rub hard household soap onto shirts collars, dirty knees of jeans and
the soles of socks.
d.1.h. LINGERIE are HANDWASHED
d.2 Procedure in washing
a. sort items according to the linen process whether they will be washed or
dry cleaned.
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 b. Select laundry process according to degree of soil, Colored or white and
type of fabric.
c. check items with stains treats the accordingly
d. Use cleaning agents and chemicals in accordance with manufacturer’s
instructions and safety precautions.
e. Operate laundry equipment and observes manufacturer’s instructions
and safety precautions.
f. keeps record of any damaged caused by the cleaning process.
g. package and presents laundry.
h. Return finished packages and stores laundry accordingly items within
the time frame.
***when SOAKING, make sure that the detergent powder is totally dissolved.
D.3 Ironing – refer to back label of the cloth.

7.E. PREPARE ROOM FOR GUESTS

e.1. NIGHT TURN DOWN SERVICES – remove bed cover, setting of air –
condition and replenish supplies.
e.2. MORNING SERVISE PROCEDURE – giving newspaper and to check if
guests is out and the room is ready for make-up.
e.3. GENERAL CLEANING – done for vacant rooms wherein deep cleaning is
needed to restore and maintain its original beauty.
e.4. REGULAR CLEANING (CHECK OUT) – it is done if the guests has
checked out so that the room can be occupied again.
e.5. DO NOT DISTURB- The guests want his privacy.
e.6. ROOM STATUS – a report which list the housekeeping status of guest’s
room.
e.7. OUT OF SERVICE (OS) – the status of a room which is clean but needs
some minor repairs and servicing like spot shampooing, busted lights and
defective appliances.

8. BED SETTING
MAKE-UP ROOM SERVICE
A. PROCEDURE OF MAKING UP ROOM
a. Check the room’s intensity – if there are broken things.
b. Disinfect toilet bowl, bath tub and lavatory.
c. Get the trash
d. Make the bed.

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 *** BODY MECHANICS – is the proper bending and fitting procedure during
make-up.
d.1. bed pad - cloth like pad for bed to protect mattress from stain
d.2. 1st flat sheet – right side up – mitered four corners
MITER- noun.
-In sewing, a diagonal join between the edges of two hems at a
corner of a piece of fabric.
-refer to the process of inserting the linens on bed considering a
well folded corner.
d.3. 2nd flat sheet – wrong side up.
d.4. blanket / wool – right side up – placed six (6”) away from the
headboard
d.5. 3rd flat sheet – right side up – placed six (6”) away from the
headboard
d.6. fold the 2nd flat sheet
d.7. mitered the 2nd flat sheet, blanket / wool ant the 3rd flat sheet
d.8. pillow
d.9. comforter
d.10 duvet – optional.
e. vacuum carpet
f. Dusting – horizontal and / or vertical movement, not circular.
g. bathroom cleaning
h. replenishes supplies / toiletries.

V. ACTIVITIES
A. Demonstration
1. Bed Setting
2. Folding of Linens
3. Preparation of trolley
4. Ironing
5. Washing
6. Polishing of shoes
7. Vacuum Cleaning
8. Dusting
B. ORAL QUESTIONING (Role playing – English Language)
1. TELEPHONE CONVERSATION – What will you do if …
a. [rate guests] complaint on the delay of room cleaning

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 b. Guests request for an iron and ironing board which are currently
unavailable.
c. Guests complaints on not cooling room. What if the engineering
department cannot fix the problem immediately?
2. SITUATIONS
a. One guest’s requests for baby crib and almost at the same time another requests for
room cleaning. Which one will you do first?
b. How will you handle the cleaning of the room where the guests
remained inside the room?
c. How would you handle a guest who insist on entering the room while
you are making up the room?
d. Between a VD (vacant dirty) and a makeup room, which will you do
first?
e. What would you do if you found the guest dead on the bed? Why.?
f. What would you do if the guest vomited on the floor while you were
cleaning?
g. While were cleaning a check out room, the guest came back and
claimed that he left his wallet on the bed. What will you do if you did not
find any lost and found items?
h. What is the difference in grooming and communication standards
between a butler and a room attendant?
I. What is the best procedure in unpacking and packing of guest’s
property?
j. How will you clean shoes with beads and accessories?
k. Can you show the necessary tools you prepare for repairs?
l. How can you establish rapport with the guest?
m. If the guest luggage handles not destroyed while you were packing /
unpacking things, how will you handle the situation?
n. How can you determine if the clothes can be laundered or not?
o. Why did you segregate the white clothes?

Steps Procedures
1. Proceed to the assigned Place the maid’s cart along the walls so as not
floor and rooms to be to disturb guests passing along the hall way
cleaned
2. Enter the room Knock on the door announcing
“Housekeeping”
If there is no answer, knock again after 15
seconds
If there are still no answer, use the master key
to open the door
3. Check the condition of Make sure the guest has already left the room
the room before entering
4. Check for the items left If items are found, surrender them to the
by the guest Housekeeping control desk
5. Pull the curtains or Draw all curtains and open windows when
blinds necessary
6. Adjust/switch off air Adjust to desired temperature or switch off

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 conditioner unit when windows are opened
7. Remove soiled dishes Place them outside the room for pickup of
used during room service room service personnel
8. Empty all ashtrays and Empty them to trash bags in the maid’s cart
waste baskets
9. Wash and wipe dry Rinse first with hot water then wash with soap
drinking glasses and water; wipe dry, and wrap with glass bags
10. Clean thermos jug then Clean with warm water
refill with water
11. Strip the bed of soiled Place soiled linens into the linen canvass of
linen and pillow cases the cart. Get fresh ones from the cart and
and replace them replace the soiled linens
12. Make up the bed Follow the procedures for making up the bed
13. Dust all furniture Commence dusting of all surfaces in a
clockwise direction
Clean all surfaces in circular motion with a dry
duster;
Clean lamp shades
Disinfect the telephone mouthpiece with
disinfectant
14. Polish the mirrors and Clean mirrors with a dry cloth first then with a
other metaled fixtures damp newspaper to make it sparkling
15. Replenish all room Install items following standard quantity and
amenities specified location
16. Make up the bathroom Follow the bathroom cleaning procedures
17. Fix the curtains Close the curtains completely
18. Check the over -all See if the room is properly cleaned and made-
condition of the room up; check for safety hazards
Close the door when condition has met the
standards set by the hotel

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