Study These Terms

Amenities - are supplies like dental kit, bath soap, vanity kit, etc. that add to guest comfort and convenience.
Do not Disturb (DND) - a room status indicating that a room should not be entered and cleaned because
guests do not want to be disturbed.
Early Maid Service -a room status term indicating that guests had reserved or had requested that their
room be cleaned as soon as possible.
Forms - happening document that serves as evidence in a specific incident, situation, and
House rules - set of rules strictly implemented and is designed to be followed for discipline and safety.
Intrapersonal skills - is also called personal skills. These are the abilities and talents that exist within one
person which aids him or her in problem solving.
Interpersonal skills - is also called people skills. These are the skills we use in communicating and
interacting with people.
Organizational chart - a schematic depiction of relationship of jobs.
Professionalism - are traits needed in the work place which includes specialized skills, good judgment, and
polite behavior of a person who is trained to perform one's job well

Discussion

Service and Room are commendable:

Review of Dureen Kim Hotel 3 weeks ago
We had a corner room with a pool view.
Everything is at best including the staffs
that are always very helpful.
Walking distance to a shopping center,
restaurants,
Certainly our first choice of hotel in
Manila and will be back here again. Stayed
December 2014, travelled with family

and entertainments.
What have you noticed in the online hotel review written by a guest above? Take note of the last
statement of the guest which says “Certainly our first choice of hotel in Manila and will be back here again.”
What do you think is the reason why the guest wants to go back in that hotel?
By this time you already have in mind the qualities needed to be able to give the best service you can
provide to your guest. Quality service means a lot to any hotel establishment because once the guest is
satisfied with the service, this would mean continued patronage which means additional sales to the hotel.
Hotel House Rules
Hotels follow different approaches in giving the best service they can provide for their guests. Hotel
house rules are designed to instill discipline among hotel staff, thereby ensuring guest satisfaction in terms
of comfort, safety, and security. Well-mannered staff is an asset of the hotel as they can help build hotel
guests' contentment and trust. Every guest coming and checking in wants security thus providing security
is one of the most important duties of a hotel.
Entry into a Guest's Room
One of the responsibilities of a housekeeper is to
clean the room of the guests. In entering a guest's room, most
hotels have a mandatory three-knock, three-
announcement rule. Housekeeper must knock twice using
the knuckles of his hand and say "housekeeping" Upon
entering the room, the housekeeper again announces
“housekeeping" in case the guest did not hear him or her
from outside the room. If the door is locked from the inside
and there is no response from the guest, wait for about 24
hours. If after which there is still no response from the guest,
the housekeeper must inform his supervisor about the
incident and the supervisor will report to the security who will confirm the guest's safety.
Another thing that housekeepers must remember is they have to follow the guest floor rules for
safekeeping at all times to build guests trust and satisfaction. If the "Do not disturb" sign hangs for a long
time, the housekeeper should inform the supervisor so that any necessary further action may be taken.
Housekeepers are only allowed to enter guest room while on duty. To avoid untoward incident from
happening, they are not allowed to enter rooms that they are not officially assigned to.
Cleaning
Another function of housekeepers in hotels is to
make sure that the room of a guest is clean and in order.
To be able to do this, they are expected to complete a
series of cleaning and sanitizing procedures. Examples
of tasks housekeepers are expected to perform are
changing of linens and toiletries, cleaning the floors,
dusting surfaces, and cleaning the bathrooms of guest
rooms assigned to them.

Gifts and Tipping

Hotels enforce rules on receiving gifts and tips from guests.
Some hotels require their housekeepers to ask a note coming from the
guest just in case they are given a gift. Housekeepers are also required
to surrender to their supervisor anything they found in a room together
with a note indicating the room number and the item found. This is
done to help the guest recover forgotten items. Guest's personal items
should also be respected by not touching them or moving them
anywhere. All hotels allow guests to give tips as appreciation for
quality service but housekeepers should not solicit tips or negotiate the
amount with guests.
 Lost and Found
Lost and Found items after a guest's departure must be reported immediately to the floor supervisor.
It is the duty of the floor supervisor to check whether the guest is still around or not. If the guest is no longer
around, the floor supervisor will follow the lost and found procedure. Below are hotel rules for lost and
found items:
a. Perishable items - are lost and found items
under food like fruits, chocolates, can goods,
etc. After three days if the owner will not call
or come back to claim the items, it will be
given to the housekeeper who finds the items.
This is what they call "finders keepers" rule.

b. Non-perishable items - are lost and found items under non-food

such as umbrella, shoes, bags, clothes, etc. These items are only given one
month for the owner to claim. If left unclaimed, the items again will be
given to the employee who found it.

c. Valuables - are lost and found items such

as cash, gadgets, and jewellery. Items
considered as valuables are given one year
to be claimed by the owner. If left
unclaimed, the hotel management will
decide on what to do with the unclaimed
items.
Professionalism
Professionalism is a trait that is highly valued in the
workplace. This includes specialized skill, good judgment,
polite behavior, honesty, and integrity. As housekeepers, how
one carries oneself and how one perform the job make a
statement about the hotel's standard. Housekeepers are
expected to perform job well. They have to wear their uniform
at all times during work. They are also expected to comply with
cleaning request of guests. Going above and beyond a guests'
expectations while staying within professional boundaries
ensures guests continued patronage.

Interpersonal and Intrapersonal Skills of a Good Housekeeper

Interpersonal skills or people skills are the life skills we use in communicating and interacting with
people while intrapersonal skills or personal skills are the abilities and talents that exist within the
individual, which aids him or her in problem solving. According to Stephen Fiore, a professor at the
University of Central Florida, the two skills have long been recognized as important factors to be successful
in school and in workplace.
There are different interpersonal and intrapersonal skills that one needs to master to be able to stand
with the demands of the job in housekeeping.
Interpersonal Skills
a. Ability to manage conflict - being able to manage and handle differences in opinions and always
seeking win-win resolutions.
b. Ability to solve problems - ability to choose the best course of action in situations while considering
the needs and perspective of others.
c. Ability to communicate clearly - being able to speak with clarity and directness and at the same time
being sensitive to the need of the receiver.
d. Ability to listen - ability to hear other people's perspective by setting aside judgment
e. Demonstrate responsibility - being able to do the things you say you will a0.
f. Being accountable for your actions - being able to face the consequence of your action and not
blaming others.
g. Showing appreciation- being able to show people that you value them and their contribution.
h. Flexibility- ability to be open to new and different way of doing things.
Intrapersonal Skills
a. Adaptability - the ability to cope with change.
b. Sell-awareness - being aware of your own values, needs, and emotions and their impact to your
behavior.
c. Self-management or self-development - the ability to work autonomously and to motivate and
monitor oneself. It also includes the ability to acquire new information and skills related to work.
d. Relationship management - the ability to build relationship based on mutual trust and respect.
e. Social awareness - being in tune with other's feelings and needs.
Personnel in the Housekeeping Department
The duties and responsibilities of all the personnel in a housekeeping department differ from each
other but there is one common denominator in all of their functions ensuring guest's safety, security, and
satisfaction. We all know that no hotel can exist without the patronage of its guests, and it is also true that
the only reason for the existence of the staff is to provide service for their guests comfort and convenience.
Thus, all personnel in a housekeeping department must not only assemble as a team, but should work as a
coordinated group of people cooperating or working together for a common goal, that is to create a satisfied
guest.
Organizational Structure of a Housekeeping Department
Housekeeping department represents the largest workforce of a hotel. The following is an example
of housekeeping organizational chart of a small hotel.
 Executive Housekeeper

Assistant Executive Housekeeper

Section Supervisors

Floor Supervisor Linen Supervisor Public Area Laundry Supervisor

Supervisor

Guestroom Linen and Valet or

Attendant Uniform Public Area Pool Laundry
Attendant Attendant Attendant Attendant

The Executive Housekeeper

The executive housekeeper is the head of the housekeeping and serves several responsibilities that
include: managing the housekeeping team; translating all hotel policies, procedures, and standards into
housekeeping operations; serving as the representative of the department during top management meetings;
and ensuring all resources are effectively utilized.
Assistant Housekeepers
Hotel provides 24 hours service. An assistant housekeeper is the head of a given shift and is
responsible in managing the resources provided by the executive housekeeper to achieve its goal of
cleanliness, maintenance, and attractiveness of the hotel during a given shift. It is also his or her
responsibility to translate into practice all the housekeeping supervisors and executive housekeeper's
policies, procedures, and standards making sure that executive housekeepers actualize them at the grass
root level of operations. In the absence of a housekeeper, an assistant housekeeper will take over.
Floor Supervisors
Floor supervisors are responsible in checking the cleanliness and maintenance of guest rooms on
allotted floors for quality assurance. They are also responsible in controlling the housekeeping personnel
which compose of room attendants and housemen. They are also responsible in controlling the material
assets of the floor such as bed and bath linen, guests and room amenities, and cleaning equipment and
detergents. They are the ones who supervise the changing of floor linens with the assistance of laundry
department and ensure their proper storage in the floor pantry. They also give feedback to the front desk
office of the availability of guest rooms in each shift for occupancy.
Control Desk Supervisor
Housekeeping control desk is considered as the main communication center of the housekeeping
department. A control desk supervisor has a very important role to play to ensure the communication with
housekeeping personnel is coordinated to all staff of the hotel. The major responsibility of a control desk
supervisor is to coordinate with the maintenance department to make sure that all maintenance requests are
attended to and done.

Public Area Supervisor

The public area supervisor is responsible for ensuring that the public area attendants or housemen
are doing their job in maintaining the cleanliness, orderliness, and upkeep of the aesthetic image of all
public areas in the hotel like the lobby, hallways, banquets space, and public restrooms.

Linen Room Supervisor

Linen room supervisor is responsible in coordinating the exchange of soiled linen for clean ones.
He or she is also the custodian of all linens used and the one responsible for the maintenance and proper
storage of linens to minimize loss. The linen room supervisor is tasked to coordinate closely with the
laundry supervisor for the supply of clean linens.
Laundry Supervisor
Laundry supervisor is responsible for ensuring that laundry attendants are doing their job-washing,
drying, folding, and pressing items-properly.

Uniform Room Supervisors

The major responsibilities of a uniform room supervisor include keeping all uniforms in safe
conditions and to issue laundered uniforms to hotel staff.
Room Attendants
Room attendants are also called chambermaids since mostly women are employed for the job. They
are the ones who are responsible for the cleaning and maintenance of assigned guest rooms. They serve as
the eyes and ears of the security team to report any untoward incidents, Room attendants also make sure
that the privacy of all their guests are not invaded.

Laundry and Linen Room Attendants

Laundry and linen room attendants are responsible for laundering linens, towels, napkins, aprons,
uniforms, and any other items
Tailor or Upholsterers
Tailor is employed on-site to mend uniforms, linens, and upholstery or repurpose ripped linens into
aprons and rags.
Guestroom Cleaning, Care, and Maintenance
Guests want their hotel room to be clean and to smell good. To be able to efficiently perform the
job as a housekeeper, one is expected to complete a series of cleaning and sanitizing procedure. It is also
expected that cleaning of room are finished within the given time frame.
Points to Remember When Doing Cleaning Service to a Guest's Room:
a. Clean in one direction
b. Clean from top down
c. Clean from farthest point out
d. Check for damage, if there is something that
requires maintenance, or if a property is lost
e. Use correct equipment and cleaning agents to
clean surfaces
Phases of Cleaning a Hotel Guest Room
Phase 1
a. Opening the windows to air out the room and
turning off of air-conditioning system
b. Washing hands and putting on protective disposable gloves
c. Emptying out the trash cans or bins
d. Stripping the bed and removing dirty linens
Phase 2
a. Removal of dirty towels from the bathroom (bath towels, hand towels, and face towels)
b. Spraying the cleaning products necessary for disinfection
c. Removal of gloves
Phase 3
a. Making up the bed
Phase 4
1. Dusting all surfaces such as bedside table, desk, chair, TV, etc.
b. Checking TV, air-conditioning, and lights to make sure they function properly
Phase 5
a. Cleaning the bathroom

Phase 6
1. Replacing all free hotel products such as brochures, mints, shampoo, soap, etc.
b. Vacuuming the room
c. Checking over the room, making sure that everything is in place.

Bedroom and Bathroom Amenities in a Hotel

Hotel amenities are the extra service or product the hotel provides for their guests. Amenities vary
in every hotel. There are hotels that offer standard amenities to all rooms while other amenities may be
optional, guests may avail of it if they want and usually for an additional charge. Below are examples of
bedroom and bathroom amenities.
Bedroom amenities:
a. Spacious bedrooms with king or queen size beds
b. High grade premium pillow top mattress
c. Premium quality linens
d. Plush duvet
 e. Extra pillows
f. Clothes hanger
g. Bedside alarm clock
h. Cordless telephone
i. High-speed internet access
j. High-definition flat screen televisions
k. Desk and comfortable desk chair
l. Cable television channel
m. Mini-fridge
n. Iron and ironing board
o. Bedside telephone with note pad and pen
p. Safety deposit locker
q. Coffee maker
r. Telephone directory and service directory
s. Luggage scale
t. Printing of boarding pass for free
Bathroom amenities:
a. Shampoo
b. Conditioner
c. Bath gel
d. Lotion
e. Toothbrush
f. Hairbrush
g. Razor
h. Shaving foam
i. Comb
j. Shower cap
k. Cotton swab
l. Scrub towel
m. Hair dryer
n. Hot and cold water
o. Shoe mitts
p. Disposal bag
q. Shower cap
r. Toilet tissue
s. Water tumblers
t. Blade dispenser
Conducting Room Check, Turndown, and Make up Beds
The bulk of cleaning in hotels is done mostly in the morning shift but there are exceptions like the
rooms with a “DND or Do not Disturb” sign, rooms which are occupied late night guests, and early
morning arrivals by guests with international flights. These are cases when an evening service or turndown
service is needed. Turn-Down Service (TDS) is a special service provided by the housekeeping department
in which a housekeeper enters a guestroom early in the evening to do second cleaning or tidying up the
room, re-stocking supplies, and turning down the bed. The procedure for turn down service involves
preparing the room for the guest to sleep comfortably. An item is typically left on top of the pillow that has
been turned down. This is usually any of the following: flowers, a chocolate, candies, cookies, etc. Other
hotels have more elaborate turn down amenities and services such as bedtime stories for children and
cocktails served for couples.
Taking and Handling of Guests' Housekeeping Requests
How would you handle guest's requests? Why is it important to ensure timely delivery of items
requested by a guest? These are only few questions a housekeeper must know the answer to when dealing
with guests requests. Guest request must be handled properly too satisfy the guest. This will not only make
his stay pleasant but it will also ensure repeated business.
Guests request in housekeeping could be items or services like rollaway beds, additional pillows
and blankets, irons, hair dryers, additional cleaning, additional room, supplies, and lost property inquiries.
Handling guest requests is a simple task, but if you fail to follow all procedure properly this might lead to
a bigger problem.

Taking Requests and Handling Complaints from Guest

a. Remember not to argue with the guest, remember also that the guest is always right.
b. Listen attentively to the guest and understand what exactly is wrong.
c. Have a log system in place. Make sure all requests are written and properly documented.
d. Handover to the next shift the problems still unresolved.
e. Apologize for the inconvenience caused.
f. Find out exactly what the guest expects during the request. Make sure you ask the right questions
to deliver exactly what is expected.
g. Record the time for handling the request.
h. Rectify the situation if you can. There are some instances where common sense will prevail but
do not forget the standard procedure of rectifying complaints.
i. Inform the manager of all complaints immediately, even if you have successfully resolved the
situation.
j. Complaints need to be handled positively and with empathy for the guest, aspiring for 100%
guest satisfaction.
k. If the problem is out of your authority, inform the manager or Duty Manager.
l. Record all the details in Guest Call Register-noting down any request or complaint made by
hotel guest.
m. Repeat the request back to the guest before ending the call.

Tips in Handling Guests Request

a. Handle all guest requests within ten minutes.
b. Use proper door knocking standards when arriving at the guest's room.
c. Be prepared to handle situations like angry guests when you arrive at the room.
d. Inform the front desk staff by radio or cell phone as soon as you have completed the request.
e. Guest should be kept informed of the developments of his or her request.
Types of Housekeeping and Front Office Forms
Forms and reports play an important role in managing the housekeeping activities. It serves as
evidence in a specific incident, situation, and happening. Reports are a very useful method for keeping track
of important information. The information contained in reports can be used to make very important
decisions that affect the establishment.
Housekeeper should be knowledgeable in filling out housekeeping forms which includes:
housekeeping daily assignment checklist;
a. maintenance request form;
b. housekeeping work order form;
c. guest room leaning checklist;
d. stock requisition form; and
e. lost property report.

Housekeeping Attendant's Daily Assignment Sheet

Housekeeping attendant's daily assignment sheet is a form used by housekeepers or room attendants to
record the task done during their shift. This form will also help them plan their work for the day. After each
room is serviced, the room attendant must list down the time they have entered the room for the room
service and log in their time out after completion. They must also note down the room status before service
and after service, the number of extra bed or cot placed, and also the number of linen replaced in the room.
The housekeeper will receive this form after their briefing in the morning before they can start their daily
task.
Maintenance Request Form
Maintenance request form is used whenever there are problems reported by the guest to the
housekeeping department. Common problems for maintenance are faulty equipment, electrical issues,
broken furniture, TV not working properly, etc.

Sample Maintenance Request Form

Maintenance Request Form

Date:

Time
Nature of Time of
Room Number Complaint Lodge by Received by Signature
Complaint Completion
Lodge

Maintenance Slip

Room number: _____________

Date: ____________ Time: ________________
____________________________
Control Desk Supervisor Signature

Nature of Complaint

Work Order Form

Room Number: ______

Date: ____________ Time: ____________
a. Carpenter/Mason
b. Mechanic
c. Plumber
d. Electrician
e. A/C Heating Technician
f. AV/ Audio Technician
g. IT
h. Others

Nature of Complaint

Name of Technician Assigned: ________________________

Date of Completion: ________________________
Time of Completion: _______________________
Housekeeping Supervisor Signature: ___________________
Technician’s Signature: __________________________

Housekeeping Work Order Form

Housekeeping work order form is used when there are requests for work to be done.

Work Order Details

Requested by: ___________________ Department: __________________
Contact Name: __________________ Contact Extension: ______________

Custodial Department Requests

Work Needed Check all that apply:

a. Shampoo
b. Vacuum
c. Sweep
d. Mop
e. Dust
f. Set up for event
g. Equipment discard
h. Others

Date Needed: ____________________

Building: _______________________
Room No.: _____________________
Lost and Found Slip
Lost and found slip is an important document to keep track of records for lost and found items.

Lost and Found Slip

Finder’s Name: _____________ Description of Article

Location: __________________
Time: _________
Name of Guest: _____________

Action Taken

Article Claimed in Person

Telephone No.: _____________
Name of Guest: _____________
Signature of Guest: ____________
Date: ______________

Article Mailed
Postal Address: ___________________________________
Dispatch No.: ________________
Dispatcher’s Signature: ____________________
Date: ___________________

Article Surrendered to Finder

Name:
Guest Room Cleaning Checklist
The guest room cleaning checklist is used by the housekeeping supervisor to check on a daily basis,
how the cleaning service for every guest room was done. This is done to be able to attain guest satisfaction.
The use of this form is to establish a set of procedure that would ensure there will be no defects and any
missing amenities for the guest.
Housekeeping Status Report
Housekeeping status report is prepared by housekeeping department and handed down to the front
desk to give them an update as to the status of each hotel room. The front desk then assigns rooms to arriving
guests based on the occupancy report. Below is an example of a housekeeping report.
Guest Orientation on House Rules
House rules serves as an agreement between the guest and the hotel under which rooms are
permitted to be used by the guests. All guests when checking in should read the house rules to prevent
misunderstandings. It is a must to be familiar with the house rules and to fully adhere to them because any
violation of the house rules means cancellation of reservation and charge of the full amount of price of
accommodation, below is an example of house rules.

House Rules
a. Check-in time: 2:00 PM/Check-out time: 12:00 NN-Check-in time for overnight stay is 2:00 pm
while check-out time is 12:00 noon the following day. There will be no adjustment in check-out
time if the guest checks in later than 2 p.m. Late check-out will be charged accordingly with extra
payment. Guests who come in earlier than the designated check-in time may stay at the hotel
waiting area or at the restaurant area at no additional cost.
b. Fifty percent (50%) down payment is required to confirm reservation.
c. Rates are subject to change without prior notice.
d. Room capacity shall be strictly observed. An additional amount shall be charged in excess of
maximum occupancy.
e. When leaving the premises or before going out, please endorse room keys to the front desk
employee.
f. Please do not remove inventory items. Do not take indoor furniture outside. Do not move furniture
around from one room to another. Any items missing from inventory or any damages and losses
of items inside the rooms belonging to the hotel shall be charged to the room occupant.
g. The hotel is not liable for the lost, stolen, or damaged items. Please keep all your valuables and
do not leave your things unattended.
h. For security reasons, visitors are not permitted in the hotel guest room. Hence, guests are advised
to refrain from entertaining any person who is not known to them.
i. Hotel shall respect your privacy at all times, however, illegal activities or disorderly conduct
inside the rooms and within the hotel premises are strictly prohibited. The management reserves
the right to eject any guests found engaging in fights or violence, found using illegal drugs, or
under the influence of alcohol and disrupting the peace and order of the hotel.
j. Guests are required to observe these house rules which are designed and aimed for their
protection. The management reserves the right to implement additional and applicable rules to
regulate the safety and well-being of our guests.

Handling of Clients' Queries

How an employee handles and responds to customer inquiries is crucial to be successful giving
quality customer service. It is done right, clients or customers will surely keep coming back. If it is done
wrong, they will go elsewhere. The question now is how trained are the staff to handle this job.
According to Dan Huckle, a business development expert, "most inquiries are requests for
information about products or services. When people inquire they expect you to be knowledgeable about
your product or service at the same time they also expect you to be approachable. They will appreciate it
more if they feel you have given them a personal service. If the inquiry is a complaint, keep calm, because
it you handled it properly that costumer can become your number one costumer. Some of the best business
relationships are one that start with problems.”
Useful Tips in Answering a Call
Telephone plays a very important role in the hotel industry. This is used to answer guests booking
inquiries, guests' requests, and for other various purposes and services. It is therefore important that you
know the basic techniques in answering calls.
a. Answer the phone within three rings.
b. Say the name of the hotel, your name, and the customary greetings.
c. Have in hand a pen and paper for documentation.
d. Listen carefully to the details being said by the caller.
e. Make them feel that they have your full attention.
f. Explain the reason if you want to put them on hold. Wait for their response.
g. For callback, do it in the soonest possible time. Do not forget to say the
approximate time you can do the callback.
h. Repeat all the details.
i. End the conversation politely.

Common Problems Related to Housekeeping and Ways of Handling Them

There are problems and challenges faced by the housekeeping department while performing its
day-to-day operation. Since this department is one of the most important in the whole operation of the hotel,
it is a must that all the staff in this department know how to handle and solve gracefully problems that may
arise within their area of responsibility. If in case a staff can no longer handle the problem, he or she can
immediately call the help of an immediate supervisor or manager.
The most common problems related to housekeeping are noise coming from other rooms, rooms
not cleaned properly, rooms lacking amenities, equipment malfunction, laundry error, theft complaint,
communication problems with hotel staff, and unusual items visible during room servicing. Sharon Glancy
the managing director of Stonebow that is the training division of People's 1st which runs a range of training
courses in hospitality, leisure travel, and tourism industries, recommends a handy acronym LAST (Listen,
Apologize, Solve, Thanks) to solve problems faced by a housekeeping staff. According to her, all problems
are about good communication. This means that when problems arise and the staff is trained how to
genuinely and actively listened to the complaint, demonstrate understanding, and apologize after the
problem has been resolved, guests are less likely to leave frustrated.

Remember These!
To sum it up, below are important points one should remember to be able to perform the job
discussed in this lesson.
a. Hotel rules are designed to instill discipline among hotel staff, thereby ensuring guest
satisfaction in terms of comfort, safety, and security.
b. In entering a guest’s room, most hotels have a mandatory three-knock, three-announcement rule.
A housekeeper must knock twice and say “housekeeping.”
c. Going above and beyond guests expectations while staying within professional boundaries
ensures guests continued patronage.
 d. Guest's personal items should also be respected by not touching them or moving them anywhere.
e. Interpersonal and intrapersonal skills have long been recognized as important factors for success
in any job.
f. All personnel in a housekeeping department must not only gather together as a team, but should
work into a coordinated, cooperating group of people capable of functioning together for a
common goal: to have a satisfied guest.
g. Housekeeping department represents the largest workforce of a hotel.
h. To be able to efficiently perform the job as a housekeeper, one is expected to complete a series
of cleaning and sanitizing procedures.
i. In cleaning rooms, guest room attendants need to prepare all of the things needed for cleaning
including the amenities: clean sheets and pillowcases, clean towels, several color-coded
cleaning rags, bathroom cleaner, all-purpose cleaner, air freshener, toilet brush, toilet paper,
trash bags, amenities, and vacuum cleaner.
j. The sequence for servicing of rooms includes: initial procedures, bed making, dusting and
polishing, cleaning of bathroom, replenishing of room supplies, vacuuming, and final
procedures.
k. When servicing a guest's room, remember to clean in one direction, clean from top down, and
clean from furthest point out. Use correct equipment and cleaning agents for surfaces. Check
also for room damage including the furniture and appliances, maintenance required, and lost
property.
l. Bedroom amenities include: spacious bedrooms with king or queen size beds, high grade
premium pillow top mattress, premium quality linens, plush duvet, extra pillows, clothes hanger,
bedside alarm clock, cordless telephone, high-speed internet access, high-definition flat screen
televisions, desk and comfortable desk chair, cable television channel, mini-fridge, iron and
ironing board, bedside telephone with note pad and pen, safety deposit locker, coffee maker,
telephone directory and service directory, luggage scale, and print of boarding pass for free.
m. Bathroom amenities are toiletries, hair dryer, hot and cold water, shoe mitts, disposal bag,
shower cap, toilet tissue, water tumblers, and towels.
n. Handling all guest requests is a simple task. But if you fail to follow all procedures, it might
lead to a bigger problem.
o. Reports are a very useful method for keeping track of important information.

References
Books
Andrews, Sudhir. 1985. Hotel Housekeeping Training Manual. New Delhi: Tata McGraw-Hill
Publishing Co. Ltd.
Dugan, Beth; 2005 (1st edition); The Responsible Serving of Alcoholic Beverages: A Complete Staff
Training Course for Bars, Restaurants and Caterers; Atlantic Publishing Company
Hurst, Rosemary. 1971. Housekeeping Management for Hotels and Residential Establishments.
United Kingdom: William Heinemann Ltd.
Martin, Robert J. 1998. Professional Management of Housekeeping Operations. New York:
 John Wiley & Sons.
Plotkin, Robert; 1988 (1st edition); Intervention Handbook: The Legal Aspects of Serving Alcohol;
Barmedia
Various authors; 2012; Responsible Service of Alcohol: A Server’s Guide; International Center for
Alcohol Policies (ICAP) and the European Forum for Responsible Drinking (EFRD)
Victorian Commission for Gambling and Liquor Regulation; 2012; A Guide to the Responsible Service of
Alcohol; Victoria Government