Module HK2 Final

This course is intended to train students in Hotels, Motels, and Resorts for housekeeping
work. Equip students with housekeeping skills, Preparations for the Guest Room, Washing and
Cleaning. Teaches students to make beds, store and replenish room supplies, perform simple repairs
in personal belongings of either room or guest, sort clothes according to the cleaning process
COURSE OUTCOMES:
1. Organize housekeeping job.

2. Clean and Maintain Public Area.
3. Clean and Maintain Guestroom.
4. Provide Linen and Laundry Service.
MEDINA COLLEGE IPIL INCORPORATED

BACHELOR OF SCIENCE IN HOSPITALITY MANAGEMENT
For Educational Purposes Only
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Risk Management as Applied Safety Sanitation Practices
UNIT 1: Introduction
LEARNING OUTCOMES:
At the end of the lesson, the student should be able to:

1. Learning the importance of risk management
2. Described the important of sanitation and safety practices .
Pre-Test
MARCHING TYPE: Match the job for the following job positions.
1. Houseman A. Mending of uniform
2. Room Attendant B. Cleans ladies comfort room in public areas
3. Washer C. Cleans corridors, hallways, offices
4. Linen Attendant D. Does washing of soiled linen
5. Valet Runner E. Performs rooms inspection
6. Rooms keeping supervisor F. Picks up guest laundry
7. Head houseman G. Installs mini bar in guestrooms
8. Mini Bar runner H. Performs fumigation of pests
9. Powder girl I. Monitors cleaning in public areas
10. Pest control technician J. Does room make up
CONTENT
What is risk Management?

Risk management is the process of identifying, assessing and controlling threats to
an organization's capital and earnings. These threats, or risks, could stem from a wide variety
of sources, including financial uncertainty, legal liabilities, strategic management errors,
accidents and natural disasters.
Risk management is the process of identifying, assessing and controlling threats to an

organization's capital and earnings. These threats, or risks, could stem from a wide variety of
sources, including financial uncertainty, legal liabilities, strategic management errors,
accidents and natural disasters. IT security threats and data-related risks, and the risk
management strategies to alleviate them, have become a top priority for digitized companies. As a
result, a risk management plan increasingly includes companies' processes for identifying and
controlling threats to its digital assets, including proprietary corporate data, a customer's
personally identifiable information (PII) and intellectual property.

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Every business and organization faces the risk of unexpected, harmful events that can
cost the company money or cause it to permanently close. Risk management allows
organizations to attempt to prepare for the unexpected by minimizing risks and extra costs
before they happen.
Risk management is an important element in organizational management, whether

in the private or public sector. It enables risks and opportunities to be actively monitored and
controlled. Systematic and comprehensive risk assessment provides a reliable basis for
decision-making processes.
Security Risk Management is the ongoing process of identifying these security

risks and implementing plans to address them. Risk is determined by considering the
likelihood that known threats will exploit vulnerabilities and the impact they have on
valuable assets.
Four Basic Principles of safety risk management

SMS is composed of four functional components:
 Safety Policy.
 Safety Risk Management.
 Safety Assurance.
 Safety Promotion.
There are different types of risks that a firm might face and needs to overcome. Widely,
risks can be classified into three types: Business Risk, Non-Business Risk, and Financial
Risk. In the foodservice operation it means freedom from risk, danger, injury or harmful
effects to person's well-being and health.
 food and water safety
 safe environment
 prevention of physical injuries
Food Safety
 Avoidance of loss of customers and sales
 Presentation of prestige and reputation
 Keeping out of lawsuits
 Enhancement of employee morale
 Prevention of employee absenteeism
 Avoidance of embarrassment
Environmental Sanitation
 International Association for Food Protection
 World Resources Institute
 World Food Programmed
 Food and Agriculture Organization
 International Food Information Council
FOOD SAFETY
 sustainability
 biological diversity
 climate change
 nutritional economics
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 population growth
 water supply
 access to food
Sanitation
- It refers to the state of being clean, health promoting free from disease-producing agents
and visible dirt. Wholesome foods and portable drinking water have.
- Latin word of Sanitation is SANITAS it means Cleanliness.
Cleanliness
- It is the absence of visible oil or dirt and is not necessarily sanitized; it must be aesthetically
acceptable to the consumer
Hazard
- It refers to any agents: biological/microbiological, chemical, and physical or any condition
that has a potential of causing adverse effect on health. Food Hazards are not only the agents
found in food but could be the texture, characteristics or condition of the food itself that may
be deleterious
Risk
- It refers to the function of the probability of an adverse health effect and severity of that
effect, consequential to a hazard in food
Food Establishment
- It refers to an operation or system that stores, prepares, packages, vends or serve food, it
provides food for human consumption such as restaurants, markets or groceries, vending
machine operators, food services in institutions, sport clubs, catering operations, home
deliveries, takeout orders, mobile food unit and other food operators
Consumer
- It refers to a person, who is a member of the public, and has possession of the food, but is
not functioning as an operator of a food establishment, or does not food for sale or resale.
Contamination
- It is the unintentional presence of harmful substances in food and water. It may come from
the air, soil, water supply, direct contact with contaminated surfaces, or from added
ingredients.
Cross Contamination
- It refers to the transfer of microorganisms from one food to another via a non-food item like
a working surface or equipment
Pathogens
- It refers to the disease-causing microorganisms.
Unicellular organism
- Also known as single-celled organism, is an organism that consists of only one cell thought
to be the oldest form of life
-Early photocells possibly emerging 3.8-4 billion years ago
Multicellular organism
- That consists of more than one cell.
Learning Activity:
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1. What does the word “Orderliness” mean to you? When can you say that the house is in order?
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2. Differentiate domestic housekeeping from institutional housekeeping.

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3. What is the difference between rooms’ maintenance and maintenance of public areas?
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ASSESSMENT:
DIRECTION: Answer the given problem/question and you will be rated based on the scoring rubrics
below.
1. Draw an organizational set up for a housekeeping department in a hotel with 24 rooms, 3
function rooms, 1 coffee shop, swimming pool and spacious grounds. Mention the positions
needed. Delineate the flow of authority and the distribution of responsibilities.
UNIT 2 : DIFFERENT CONCEPT OF SANITATION

LEARN
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1. Describe the characteristics of living from non-living organism.
2. Important of cleanliness
Pre-Test
MULTIPLE CHOICES:Choose the correct answer and Write the letter of your answer in the space
provided.
1. Which of the following cleaning equipment used in scrubbing, stripping and polishing?
A. Vacuum cleaner C. Floor polisher
B. Carpet Extractor D. Carpet Sweeper
2. A process of eliminating of embedded dirt, oil and old layers of floor finish and sealer.
A. Sealing C. Finishing
B. Stripping D. Maintaining
3. Which of the following relate to a condition of cleanliness?
A. Sort C. Systematize
B. Shine D. Standardize
4. Which of the following ensures confidentiality, integrity and availability of data and
information materials?
A. Safety C. Comfort
B. Preventive D. Security
5. Which of the following entails the orderly and systematic arrangement of things?
A. Sort C. Systematize
B. Shine D. Standardize
6. A process that helps to smoothen rough surfaces and scratches?
A. Sealing C. Finishing
B. Stripping D. Maintaining
7. A process of removing of embedded dirt and stains in cleaning floor and maintenance?
A. Extraction C. Sweeping
B. Vacuuming D. Shampooing
8. Before polishing or mopping public hallways, what is the first step to do?
A. Wash mop heads thoroughly C. Install caution sign
B. Put barrier D. Sweep the floor
9. A process of eliminating of embedded dirt on floors?
A. Extraction C. Sweeping
B. Vacuuming D. Spray Buffing
10. CLAYGO means?
A. Clean as you go C. Clean, arrange before you go
B. Cleanliness D. Picking up trashes
IDENTIFICATION:Identify the following.
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1. Putting all necessary items in proper order and in their
proper place.
2. Proper cleaning and maintenance of floors keeps them
in?
3. It is a tool for the prevention of slips and injuries.
4. Carrier of amenities and cleaning supplies during room
make-up.
5. Used to wring and flush out excess water in the mop
during damp mopping.
CONTENT
Type of Organism
Good housekeeping in public areas, be it a hotel or building requires very thorough cleaning.
With a clean and sanitized environment, house guests and occupants are protected from possible
diseases.
A. Floor cleaning Equipment
Cleaning Equipment Usage and Maintenance
Vacuum Cleaner  It is used to eliminate loose soil and dust

particles from carpet surfaces, upholstered
furniture and even hard surfaces.
 Dust bags must be emptied daily.
 After using, roll back the wire neatly on
the back of the vacuum cleaner. Place it on
one end of the trolley.
Floor Polisher  To be used in scrubbing, stripping and

polishing hard floor surfaces and also
vinyl, wood parquet, etc.
 Use the appropriate pad for scrubbing,
stripping and polishing. Give the wax on
the floor enough time to dry before
polishing.

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Carpet Sweeper  This is used to pick-up dirt and practices
from the carpet.
 Press the handle and push towards the dirt
to vacuum-sweep the carpet.
Hydro-Vacuum  This is called an “all-purpose vacuum” as

Cleaner it is used for both dry and wet surfaces and
also for absorbing water in flooded or wet
surface.
Carpet Extractor  This extractor is used when the carpet is

heavily soiled. It penetrates into the inner
surfaces of the carpet and removes
embedded soil or dirt.
 Simply twist handgrips and move the
machine gently from one corner to the
other.
Carpet Dryer  To be used for drying carpet after

extraction. It expedites drying by about
50%.
B. Floor Cleaning Tools
Cleaning Equipment Usage and Maintenance
Floor Mop  For mopping, floor stripping and waxing.
Mop Wringer  Used to wring and flush out excess water

in the mop during damp mopping.

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Floor/Window  This is needed to remove excessive water
Squeegee from the surface and corners. It is also
speeding up the drying process.
 Make sure that rubber strips are supple.
Have it replaced the moment it turns hard
and brittle
Soft Broom and  Soft broom is for fine and flat surfaces
Stick Broom like vinyl and wood. Stick broom is ideal
for rough surfaces like grounds.
Dust Mop  To be used to dust mop the floor during

follow up cleaning.
Caution Sign  Warning sign to alert people that the floor

is wet and slippery and they should not
step on it.
 It is a tool for the prevention of slips and
injuries.
C. Other Cleaning Tools and Materials
Room boy’s Cart  Carrier of amenities and cleaning supplies

during room make -up.
Caddy Box  Container for cleaning chemicals and

tools.
Scouring Pads  Should not be used for painted surfaces,

mirrors and glass panels, nor with
Green: for scrubbing scourging powder.
purposes only;  Always make sure the pads are wet before
White; for cleaning using them.
painted surfaces,  Wash and rinse after each use. Also rinse
glass mirrors and at the end of each day to ensure that there
porcelain is no soap left on the pads.
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Dusting Cloths  Make sure the cloths are clean; otherwise

This is used for the dusty cloth will merely rub the dust
dusting wooden unto the surface being dusted.
furniture.
Cleaning Towels  Make sure the cloths are dry.

 If the walls and tiles not wiped dry, water
marks will develop.
Polishing cloths  Use cloths that are made of fiber to be

able to absorb the water left behind
during the cleaning process.
Hand Brushes  Make sure that the brush is not left

immersed on the cleaning water for a long
time.
Dusters  Use dusters for dusting furniture and

fixtures.
Toilet Bowl Brush  Toilet brush should be kept after use in

the storeroom either in a holder or in a
plastic bag hanging on one end of the
trolley
 Never leave the brush with other cleaning
equipment elsewhere as they contain a lot
of dirt and bacteria that can contaminate
other cleaning materials.
Ceiling Brooms  Clean the bristle of the broom after use

and at the end of each shift.

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Grouting Brush  Brush the cleavages in between tiles
using this tool, and then sweep away the
dust.
Oilers  Use sparingly. Once there is no squeaky

sound, wipe excessive soil away as it can
spill on floor or carpet and cause stain.
Tongs  This is used to protect the hands from
getting into direct contact with the dirt
that maybe a source of bacterial
contamination and disease.
Sponges  Wash and rinse after use; give special

rinse at the end of the day to make sure
that there is no soap left in the pads.
Putty  For scraping embedded dirt and candles

knife/Scrappers that stick to floors.
Portable Stairs  To prevent an accident, try to reach high

areas to be cleaned using this stair.
 Then fold and return to its storage after
use.
Insect Sprayer  Spray the area while windows and doors

are close. Leave it closed for at least 15
minutes then open to allow vapors and
bad smell to evaporate. Then remove
dead mosquitoes.
 Wipe smooth surface after spraying to
remove any oily film that settle on them.
Cover your nose so as not to inhale the
chemical.

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Hand Gloves  Protection of cleaners against
contamination during the cleaning
process.
Goggles  Serves as eye protection when handling

dangerous chemicals while cleaning.
Trash  The receptacle is for the disposal of trash.

receptacles  The plastic liner helps to capture soil
with plastic moisture, as well as germs and fungi that
liners would have embedded into the lining of
the trash can. If these are not eliminated,
they can cause foul smell, aside from
harboring more bacteria.
D. Cleaning Chemicals
Floor Cleaning Chemicals
Stripping chemical For stripping or removing embedded dirt or wax.

Sealing chemical To seal floors, cover holes and to prepare the floor for
floor finish.
Emulsion wax This is a buffable wax used for resilient floors like
vinyl, linoleum and rubber tile. It can also be used for
concrete floors and marble.
Solvent wax This is a kerosene-based wax that is used for wooden
floors.
Paste wax To be used for polishing stone floors, wood and
resilient floors.
Carpet shampoo For shampooing carpet
Carpet stain remover Used to remove stains or spots on carpets. (See
procedures for spot removal)
Buffing solution For buffing so that the gloss of the floor will be
maintained.
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Extracting solution Used along with the extractor when extracting carpets.
Degreaser Use this chemical to remove grease, oil, dirt carbon,
ink, mildews, soils and waxes on floors.
Chemicals for Cleaning Furniture, Fixtures, and Other Areas
Wood polish To polish wood surface, leather and imitation-leather

surfaces. Spray it sparingly and evenly on the surface.
Disinfectants like Lysol, used They are used to disinfect toilet bowls, urinals, sink
with a sprayer and other areas that are most vulnerable to bacterial
contamination. Dilution will defend on the degree of
disinfection. The average is one cup of Lysol to 1
gallon of water.
Pure Lysol maybe applied to urinals and toilet bowls

since these areas already contain water.
Use brush to clean and disinfect bowls and urinals
then rinse afterwards. For other surfaces, apply with a
cloth or mop, wipe the surface, then rinse and dry.
When using Lysol in atomizer can, apply the chemical

directly to the surface, wipe with damp cloth or wet
brush, then rinse and dry.
Metal polish To be used for polishing brush copper and metal

surfaces.
Apply small amount on a cleaning towel and rub

metal surfaces until the tarnish will disappear. Rinse
immediately and remove left-over polish with hot
water.
Air freshener To be sprayed in the room in order to remove foul

odor in guestrooms, comfort rooms or any area with a
foul odor. Use sparingly.

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Muriatic acid This strong chemical shall be used only for removing
cement or plastic remains from floors. It is not
advisable in cleaning toilet bowls since it is very
strong and it can damage the tiles.
Never mix with any other chemical.
Hands should not get into direct contact with the acid
as this can cause skin irritation. If the remains are
thick, leave solution on the area for a few minutes or
longer. Then remove the remains with a scraper or a
hand brush. Repeat the process until all cement or
plasters are removed. Rinse thoroughly with water
since any acid that remains on the surface may cause
damage.
Lacquer or paint Use this to remove lacquer or paint from hard
thinner surfaces. Apply with a cleaning towel or scouring pad
until the leftovers are removed. Then pat dry and
polish the surface. Since the solution is highly
concentrated, light spraying is sufficient to be able to
economize.
General Rules in the Use of Cleaning Equipment

1. Check electrical appliances and equipment before use. Check if
there are frayed wires, loose plugs and connections. Never use any
appliances that is defective.
2. Handle equipment with care and never bump them on hard surfaces.
3. Clean and store equipment in their custodial room immediately after
use.
4. Empty dust bags of vacuum cleaners before they overload and after
use.
5. Follow manufacturers operating instruction.
6. Schedule a regular check-up of equipment to prevent serious
breakdown.
7. To avoid electric shock or short circuit, do not expose equipment to rain or water. Store them
indoors to protect them from getting wet. Electrical equipment should never be used in wet
surface.
Cleaning Standards
Tasks Standards (Expected Results)

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1. Ceiling Cleaning  Ceiling is free of cobwebs and dirt.
 Ceiling fan and fluorescent are thoroughly dusted.
 Spots if any are removed.
2. Sweeping  All swept floors do not have dust streaks nor does show mark
where dirt was picked up.
 No dirt left on corners, behind doors, under carpet or furniture.
3. Vacuuming  All carpeted areas/upholsteries are vacuumed regularly, kept
clean, free of dust.
 All spots are removed upon discovery.
4. Floor Stripping  Stripping and removal of old finish is done whenever
necessary to avoid yellowing and build-up in corners,
baseboards or under furniture.
5. Mopping  Water is used sparingly. Cleaning solutions are rinsed quickly
and the floor is dried at once.
6. Floor Finishing  Floor finishes are not allowed to build up in corners,
baseboards or underneath furniture.
7. Dusting  All surfaces are dust free.
 All corners are vacuumed.
8. Window Cleaning  Window glasses do not have smudges or watermarks.
 Window frames and channels are dust free.
9. Cleaning glass panels,  It is thoroughly cleaned, no visible streaks scratches or spots.
mirrors
10. Cleaning of ashtrays  Ashtrays are emptied of soil and cigarette butts, washed and
wiped-dry.
11. Waste disposal garbage  Trash, garbage and dirt are disposed immediately.
containers  Containers are cleaned as often as necessary.
 Containers are underlined with plastic.
12. Dusting/Cleaning of  It is thoroughly dusted; surfaces are free of dirt and spots.
furniture and fixtures  Appliances are arranged in their appropriate location.
 Upholstered chairs are shampooed or vacuumed.
 Furniture has no damage or defect.
13. Comfort room and  The floor is mopped, sanitized and dried.
restrooms  There is no sign of marks or streaks on walls., fixtures, door
handles and other surfaces.
 All metal fixtures and hard wares are cleaned and polished
with metal polish.
 Bathroom mirror is well polished and wiped dry. There are no
marks or spots.
 The sinks are clean and sanitized with sanitizing chemical and
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they are free of foul odor.
 Bathroom supplies are replenished and installed according to
standard arrangement.
 Shower curtains are properly brushed and wiped-dry.
14. Grounds maintenance  All walkways, parking spaces, planted areas are clean, free of
littered objects.
 Cement/concrete pavements are free from spots. They are
scrubbed regularly and free from spots. They are scrubbed
regularly and are dust free.
 Plants are watered regularly, pruned and trimmed periodically
and as necessary.
 Soil is regularly cultivated, fertilized periodically and planted
to prevent eroding.
15. Grounds maintenance  Plant pests are eradicated. Fumigation is conducted on regular
schedule or upon detection of the presence of pests.
 Pool flooring cleaned, scrubbed as scheduled and whenever
necessary to prevent the growth of algae.
 Plants (in boxes) are maintained and replaced as needed.
 No safety hazard seen in the area.
FLOOR CARE, CLEANING AND MAINTENANCE
Floors are bound to get dirty, no matter how sturdy

they are – after all, they are the ground we step on every day.
But that doesn’t mean they don’t deserve to be looked after.
On the contrary – clean and well-maintained floors can add
value to your home, as well as a more refined look. Here are
some handy tips on how to clean and look after all flooring
types.
Types of Floors Daily Maintenance
1. Hard Floors to include:
 Marble: comes mainly from quarries in

Rizal, Bulacan, Mindoro and Romblon.
It comes in wide varieties of color,
sheen and patterns formed by veins or Sweeping – daily
clouds.

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Vacuuming daily
 Mixes: come in granolithic, terrazzo,

ceramic and tile, terra cotta, brick and
concrete and pebble washout.
 Terrazzo & Granolithic: have

basically the same composition as
mixes; made out of marble chips and
white cement, compressed and thick Damp mopping – as needed
slab ground that is polished to a very
smooth finish.
 Ceramic Tile: is hard baked clay

which comes unglazed or with high Plain polishing – daily
glaze.
 Cemented or Concrete: floor is a

mixture of sand and cement with
gravel, broken stone and or other
similar elements.
 Stripping and finishing –
periodically
 Pebble washout: floor is mixture
of river stones and cement. The
color depends on the color of the
stones used in the mixture and the
cement.
2. Resilient Floors  Brushing with a push brush
 Linoleum: is a mixture of solidified linseed oil, gums

and pigments, cord dust, laid on burlap,canvas or felt  Wet mopping
backing. It comes in attractive patterns-geometric,
floral and abstract.
 Vinyl: is made of plastic and comes in

cheer vinyl, rot vinyl, asbestos tile and
homogenous vinyl tile.
 Asphalt Tile: is a mixture of Sweeping – daily

asbestos fibers, resin and asphalt. Its
color extends through the tile. It is a
hard floor, inexpensive yet Damp mopping – as needed
attractive. Since it resists the
chemical reaction of alkaline moisture, it can be laid
directly over concrete foundation slabs or basement Spray buffing and polishing –
floors. as needed

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 Rubber Tile: is made of rubber,

resins, fillers, pigments and curing Vacuuming of corners - daily
agents which are mixed, formed
into sheets and cured through a
heated process. Originally, natural
rubbers are used in making the tile. Today synthetic
rubber is used.
3. Wood Parquet Floors

Sanding – initial application
Sweeping – daily
Spray buffing/
Polishing as needed
Vacuum of corners – daily
Dust mopping
4. Carpeted Floors
Vacuuming – daily
Shampooing – when heavily

soiled
Extraction – for heavily soiled

carpets needing extraction

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FLOOR CLEANING PROCESS
STRIPPING
SEALING
FINISHING
MAINTAINING
A. Stripping Floors
The elimination of embedded dirt, oil

and old layers of floor finish and sealer. The
process completely cleans and prepares floors
for the application of new coats, floor sealer or
floor finish 9wax). Floor stripping products are
used for this purpose.
Supplies and Equipment needed for Stripping:

Mop Hand Gloves Click the link to watch video on “Steps &
Procedures in Stripping Floors:
Mop Wringer Polisher
https://www.youtube.com/watch?
Floor stripper or wax remover v=ihBwb6CRar4
STEPS PROCEDURES

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1. Clear the area of dirt and spots so that the  Sweep or vacuum, the floor thoroughly.
dirt/soil will not be absorbed by the  Remove sticky deposits or material with a
stripping solution putty knife.
2. Place a caution sign to prevent slips on the  Place the sign in the working area “wet floor,
floor watch your step’
3. Prepare the stripping solution.  Mix 1 gallon of floor stripper to 4 gallons of

water in a bucket, for every floor area of 250
The dilution will depend on the degree of square meters
soil. Heavy soil needs higher dilution.  Dilution sometimes varies for different types
of stripper. Read instructions on the label.
 Dip the mop on the solution. Do not squeeze
the mop. Spread the solution and cover the
whole area.
4. Soften the old film to make stripping easier  Spread the solution on the floor with a mop
to accomplish. and let it be absorbed for 10-12 minutes.
5. Scrub the area thoroughly from the farthest  Use a floor machine with an abrasive pad or
to the nearest brush, depending on the type of floor.
6. Pick up the softened and suspended film,  Use a mop or use a wet-dry vacuum
dirt and soil
7. Rinse the floor thoroughly  Remove all cleaning solution, using a clean
mop. Use a different mop for rinsing.
 Make sure the coats are even.
8. Let the floor dry completely  Once dried, the floor is now ready for the
application of wax or floor finish.
9. Recoat when necessary
Stripping Tips
1. Follow recommended manufacturers dilution; stronger is not always better. The stripping
solution must contain some water to be effective and emulsify old floor finish properly.
2. Allow the floor stripping solution to penetrate the old floor wax and finish for several
minutes (5 -10 preferably) before scrubbing. For heavy buildup and extremely aged finishes,
you may have to apply more floor stripper to the floor as the stripping solution becomes
saturated with old loosened wax and finish.
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3. To check if the floor is ready for scrubbing, scrape the finish film with the center section of
an aggressive floor pad or scrapper/putty knife. Black floor scrubbing pads are ideal for use
when top scrubbing or stripping floors. (Be sure you are wearing rubber gloves.) If you easily
scrape the loosened old floor wax / finish down to the bare floor, it is having emulsified and
is now ready to scrub. If the pad scrapes only a slippery layer of finish, then you need more
dwell time or more stripper solution.
4. One very important tip to remember is that you should generously apply plenty of mixed
stripping solution to the floor. Many beginners commonly make the mistake of not doing
so, thus the floor not getting the room or area it needs to suspend the dirty old floor wax /
finish to be removed from the floor. In addition, not enough stripping solution will also cause
the floor to dry faster which is not good. You will need time to work, scrub and then remove
the dirty water off the floor by wet mopping or vacuuming the
dirty solution. Next would be to give the floor a final rinse. If the floor begins to dry before
this cleanup and rinse, you'll have to repeat the procedure and reactivate your stripping
solution.
5. Store stripping solution in a cool, dry place in, closed, original container. Keep it locked and
out of the reach of children.
B. Sealing Floor
Floor sealing is a method of protecting floors that

uses a polymer-based coating. It is primarily applied to
vinyl flooring but works well to protect any porous floor
surface.
This coating is easy to apply and very durable,

making it a great solution to reduce wear and tear, as well
as making maintenance much easier.
Click the link to watch video on “Steps &
Supplies and Equipment Needed: Procedures in Sealing Floors:
Wet mop Plastic Liner v=grj0oRflhA8
Sealer solution
STEPS PROCEDURES
1. Prepare the floor area  Place the caution sign in a visible location.
 Put supplies and equipment in the floor area
to be sealed.
 Put plastic bag (liner) into the empty bucket
that is to be used for the sealer solution, then

22
pour sealer into the lined bucket.
 Using the plastic bag liner keeps the bucket
clean and keeps the sealer from becoming
contaminated with any residue that might be
in the bucket.
2. Dip the damp mop head into the bucket that  Wring out gently such that the mop head is
has a sealing solution. wet but does not drip.
3. Trace/outline the entire area to be sealed.  Start in one of the baseboards in the farthest
corner of the room.
 If the entire area cannot be out-lined before
the sealer dries, apply the sealer to the floor
along the baseboards covering as much of
the traces/outline as possible.
4. Apply the sealer to the floor area.  Work by sections, do a side to side motion,
starting from the farthest corner and moving
backward toward the door. Overlap the
strokes. Avoid having puddles of sealer on
the floor.
5. Allow the floor to dry completely before  If recoating is needed, follow the same steps
applying wax. above stated.
C. Finishing Floor
To finish a floor means completing the process of floor

cleaning through wax application only after it has been stripped of
old sealers and wax and after it has been sealed with a sealing
solution.
A floor polisher is used to polish the floor.
Supplies and Equipment Needed:

Click the link to watch video on
Mop and mop wringer “Steps & Procedures in FinishingFloors:
Paste/liquid gas https://www.youtube.com/watch?
Finishing solution v=grj0oRflhA8
Floor polisher
STEPS PROCEDURES
1. Prepare the floor for 

Dip the clean mop into the bucket containing the finishing
mopping. solution.
 For non-buffable finishes (not fit for spray buffing). Dip the
mop in the bucket of finishing chemical then damp-mop the
23
floor very lightly. Mop should be full but not dripping.
 Floors fit for buff-able finish; mop should be wringed almost
dry to make a thin coat.
2. Apply the floor finish.  Wring it as tightly as possible through the mop
wringer/squeezer.
 Partition the area to be mopped such that mopping can be
done part by part.
 Start the application in a corner of the room opposite the
door or work towards the door.
 Coat the edges of an area small enough to be covered easily
before the finish begins to dry.
 Re-wet the mop with a floor finish to make sure the
finishing chemical is applied evenly.
 Continue to apply the finish, covering each area before the
adjoining area is dry. To make a smooth even application,
make sure all pores are properly filled to lasting protection.
3. Allow time for the floor  The allowance for drying is at least one-hour.
finish to dry.
4. Apply another coat when  Apply the succeeding coat of finish only after the first coat
necessary. is thoroughly dry.
 To avoid contaminating the remaining contents, never return
leftover finish to the product container.
D. Maintaining Floors
After the floor is stripped, sealed and finished with the

given procedures, it has to be regularly maintained with proper
cleaning and other maintenance tasks so that its gloss, quality
and condition will be sustained and it will neither suffer from
premature wear and tear.
It may be accomplished by regular cleaning, sweeping,

mopping, polishing and buffing. The type of cleaning and maintenance depends on the type
of floor.
Click the link to watch video on “How to buff &
Daily Routine: burnish a Floors:
v=NWZK5wd60SQ
1. Sweep the floor with a broom to remove loose dirt and
liter.
2. Dust mop with a treated cloth.
3. Spray-buff regularly with buffing chemicals. Spray 2-3 squirts on the floor, then buff
immediately to restore the shine.
4. Sweep the floor with a broom or collect dust using a vacuum cleaner.
5. Damp-mop the floor regularly with a cleaning agent.
Types of Floor Cleaning Equipment and Supplies

24
1. Sweeping – removing dirt and trash from  Soft broom for fine surfaces like cemented
floors using sweepers and dust pan. floors, vinyl.
 Stick broom for hard surfaces like grounds
 Carpet sweeper for carpets
2. Vacuuming – elimination of embedded dirt  Ordinary vacuum cleaner or Hydro-vacuum

on floors using a vacuum cleaner. (wet and dry vacuum) for wet and dry
surfaces.
3. Dust Mopping – dusting away dirt on  Dust mop.

floors using mops.
4. Damp mopping – mopping the floor with  Floor mop

lightly wet mop to clear the floor of dirt and  Mop wringer for squeezing excess water and
soil. to prevent dripping.
This is the fastest and best way to make a

follow up cleaning.
5. Spray buffing – spraying the floor with a  Sprayer

buff finish to clean and restore its gloss and  Buffing solution
prolong its beautiful appearance.  Nylon pads
 Floor polisher
6. Shampooing – removal of embedded dirt  Push brush

and stains using carpet shampoo either  Carpet shampoo
manually or by the use of a machine. This  Pail of water
process applies to carpets.
Shampooing machine
7. Extraction – is the process of extracting  Carpet extractor

deeply embedded dirt and soil in carpets
especially those in inner layers that can not
be removed by shampooing.
8. Carpet drying – drying of the carpet after it  Carpet dryer.

has undergone shampooing.

25
FLOOR POLISHING PROCEDURES
Cleaning Equipment and Materials Needed:
 Floor polisher with polishing or scrubbing pad Click the link to watch video on “How to
OPERATE AND USE A FLOOR
 Polishing pad POLISHER:
 Steel wool and wax https://www.youtube.com/watch?
 Mop v=oFDFkbzWZLA
 Soft broom and dustpan

 Hand gloves
 Caution sign
STEPS PROCEDURES
1. Install a caution sign to prevent slips  The sign must be labeled: “Caution, Wet Floor”
and accidents arising from wet and  Place it in such a way that it can be easily seen.
slippery floors.
2. Dip or dry-clean the floor to remove  Roll steel wool on the polishing pad. Insert or
scratches and dirt that have penetrated attach it to the brush.
the floors.
3. Damp mop when the floor is a little bit  Start from the corner to make sure that no portion
wet so that dirt, dust and loose soil can is missed out.
be easily absorbed.
4. Apply wax to the floor. Let it dry  Pour wax directly to the mop and start applying
before polishing to get better results. evenly to the floor. Allow the wax to dry for about
10-15 minutes.
5. Polish the area evenly to make it  Preferably use a polishing pad. If the wax on the
shinier and more presentable. floor surface is very thick, the floor should be wet-
scrubbed.
6. Sweep the area to pick up the  Use the soft broom and dustpan moving from one
remaining dirt and dust that has corner to the other.
loosened on the floor surface.

26
CARPET SHAMPOOING AND SPOT REMOVAL
Equipment and Supplies Needed:
 Vacuum cleaner
 Pail and dustpan
 Shampooing machine
Click the link to watch video on “What is the
 Stain remover solution best method of carpet cleaning?:
 Push brush or hand brush (if manual) https://www.youtube.com/watch?
 Rags, broom v=e6CfACS6hMI
 Caution sign
STEPS PROCEDURES
1. Prepare all the above materials.  Get the supplies from the stockroom.
2. Sweep the area to be cleared.  Use a stick broom and a dustpan. Clear the area of
foreign and pointed objects like pins that can damage
the vacuum cleaner.
3. Vacuum the carpet before  Using a vacuum cleaner, start from one corner to the
shampooing to remove soiled rest, moving towards edges and corners.
particles that have penetrated the
carpet.
4. If there is a stain, apply the stain  Shake the can very well.
remover solution on the stained  Apply the solution directly unto the stained areas using
area. a hand brush.
 Do not spread the stains. Wash the spot from the
Stain should be removed before outside to the center to avoid spreading the stain.
the carpet undergoes shampooing.
5. Shampoo the carpet.  First dilute the shampoo using 1-gallon solution for
every 8 gallons of water for heavily soiled areas like
function rooms. For less soiled areas, use a ratio of
1:15.
 After diluting, apply shampoo using machine or
manual method. Follow manufacturer’s directions.
 Do not over-wet or use excessive water. Always start at

27
the far end corner of the surface.
6. Vacuum the area once again after  Use hydro-vacuum machine to completely dissolve soil
shampooing to remove the foam and moisture. Let the machine work along the sides and
residue. corners.
 If a rotary system is used, move the machine from left
to right while overlapping each stroke of the machine
run.
7. Push-brush the carpet fibers to  Use the push brush.

make it easier for the carpet to dry
up, thus making it look better.
8. Let the carpet dry.  If shampooing machine is used, let it dry overnight. If
manual method is used, drying time is reduced to one
hour.
CARPET EXTRACTION
In case the soil has deeply penetrated the carpet layers,

shampooing may not be able to remove the soil underneath. If this is
the case, use the extractor method, using a carpet extractor. Too
frequent as this can destroy the fibers.
By extraction, the dirt or soil in the carpet is loosened and

then extracted.
This process applies to all types of carpet and offers the
following advantages:
1. It provides for more thorough cleaning. It removes dirt right down to the base of the pile.
2. It leaves only small quantities of chemical residues, resulting to a low degree of
subsequent re-soiling.
3. Small amount of residual moisture (about 10-20%) is left due to more efficient vacuum
removal.
4. Drying period can be made shorter with the use of a carpet dryer.
Carpet Extraction Procedures
Equipment Needed:
Carpet Extraction Machine

Click the link to watch video on “Carpet
Carpet Dryer Extractor
Chemicals Needed: https://www.youtube.com/watch?
v=NL7he_nQIV0
Stain Spotter
Carpet Extracting Solution

28
STEPS PROCEDURES
1. Install a caution sign before the area  Place the sign with a label “wet floor”
to be cleaned.
2. Clear the carpeted floor of furniture  Set aside movable objects to one side of the room,
and other objects to make cleaning careful not to create damage.
easier and quicker.
3. Remove stains/spots if they are found  Apply the stain solution. Saturate the stain with the
in the carpet solution and brush away the stain with a carpet brush
or cotton rag, starting from the outside and working
To prevent stains from spreading, your way towards the middle.
remove them immediately as they
occur.
4. Prepare the extractor cleaner solution.  Pour the extraction cleaner solution to the extraction
machine following the directions on the product
label.
5. Extract the area.  Move in a straight line. Overlapping each pass.
6. Make a second pass over the area to  Using the carpet extractor, extract as much moisture
expedite and shorten the drying time. as possible.
7. As an option, apply carpet protector  In a pressure sprayer, mix the carpet protector
to the area to be protected. following instructions in the label.
8. Allow the area to dry  Use the carpet dryer to speed up the drying process.
9. Clear the area.  Put away equipment and supplies. Clean or wipe
down equipment and return it to their storage area.

29
Spray Buffing
This is designed to retouch the gloss of the floor. Use it only in

areas that have become dull and have lost its glossy appearance.
1. Sweep the floor with dust mop and remove sticky deposits with a
putty knife or any appropriate scraper. It should not be sharp so as
not to cause damage.
2. For maximum ease or application, clean and restore the gloss of
the floor using a floor polisher and a spray gun puff finish.
3. Start at the far end corner of the surface and work backwards, maneuvering the machine from
left to right with over-lapping strokes, covering the entire surface.
4. A corridor maybe done in a single left to right stroke. If the surface is big, working in
“lanes” is advised.
CARE AND MAINTENANCE OF THE DIFFERENT TYPES OF FLOORS
A. HARD FLOORS
They are called “hard” because they are tough and not easily
pierced. They are cold underfoot. The most common of these are
marble and granolithic floors. They are usually used in the living and
dining rooms, terraces and in some utility areas.
Care and Protection of Hard Floors:
1. Protect hard floors from scratches, water-born stains, dirt and discoloration by sealing them
using floor sealers. Using ordinary wax on these floors without sealing them first will mark
their beauty and durability.
2. Wipe off right away any spillage on the floor. Coffee, citrus, fruit juices and other liquid that
are spilled on unsealed hard floors can cause serious discoloration on floors, making them
look dull. There are times when the surface gets stained even if the spillage is already wiped
with a damp cloth. This can be avoided if the floors are protected with a sealer.
3. Avoid using hard cleaners like oil soaps since they can build up and create problems when its
time to put a maintenance coat on the floor. Instead, neutral pH cleaners made specifically for
wood floors are recommended.
4. Place floor mats at entrances to trap dirt, sand and grit so that they do not get into hard floors.
5. Prevent scratches by not dragging furniture unto it. Lift it when moving it. Felt contacts under
the legs will also help prevent scratches.
6. Vacuum with a brush attachment- don’t use vacuums with beater bars.
7. Close curtains and blinds or add sheer drapes to protect hard floors from the sun’s intense UV
rays. Direct sun can discolor the hardwood floor.
Regular Cleaning
1. SWEEP – with brooms made of fine, exploded ends that trap dust and grit effectively.
2. VACUUM – with special bare floor attachment to get rid of all the dirt and dust.
3. DUST MOP – using a good dust mop- one with a 12 – 18-inch cotton head and a special dust
mop treatment. Spray the treatment onto the mop head 12 – 24 hours before dust mopping.

30
B. RESILIENT FLOORS
The most common of the resilient (or man-made) floors are

linoleum, vinyl, asphalt and rubber tiles. They are man-made because,
unlike wood and marble, they are manufactures out of elements
produced by chemical processes. They are resilient because they are
elastic and buoyant underfoot.
Unlike wood and marble, they are also non-porous. These floors
are usually used in utility areas such as the kitchen and the laundry room.
Care and Maintenance:
1. Due to the residues that develop during the manufacturing process, new resilient floors
should not be waxed immediately after installation. Start by stripping the floor and then seal
it with a floor sealer in preparation for the initial application of wax.
2. For the care of resilient floors, an emulsion wax is recommended. First sweep the floor to
remove dust and to loosen dirt from the floor. Then apply a small quantity of this emulsion
wax on the floor using a mop and spread it evenly. Let the wax dry completely for 20
minutes, then buff with a clean dry cloth or abaca footpads, a coconut husk or a floor
polisher.
3. To prevent damage while removing chewing gum, candle wax and tar from resilient floors,
use an ice cube in a plastic bag and place it on the problem spot area to harden the gum. Then
scrape the dirt with a dull – edged tool. Clean by rubbing with fine still wool or nylon net
dipped in detergent solution. Rinse, let dry and apply it with emulsion polish.
4. To remove black heel marks from floors without reducing the entire floor, rub the marks with
a fine steel wool or nylon net that is dipped in emulsion wax. Rub the area gently then buff.
Spread the new wax over the cleaned area, blending edges. Then let it dry.
5. Excessive use of water or harsh cleaners cause tiles to loosen. Replace loose tiles
immediately. Use a mild cleaner and avoid flooding the floor with water when cleaning.
C. Wooden and Parquet Floors
Initial Care:
 Have the floor properly sanded.

 Vacuum clean
 Fill or seal it with 3 coats of sealer then buff between
applications.
 Apply solvent-based wax.
Daily:
 Buff with heavy-powered machine to bring out its gloss.

 Apply second coat of wax and then buff again.
 Use wax treated dust mop which should be changed often.
 Damp mop (only if necessary) with just a little amount of moisture.
Periodically:
31
 Buff floor with a bonnet pad or nylon pads.

 Spot clean with a damp mop and a diluted solution of detergent.
 Rebuff. Apply light coat of wax if needed.
General Cleaning of Vinyl Floors:
1. Sweep the floor using a soft broom to remove dirt and litters.
2. Remove sticky substance with a putty knife.
3. Mop messy deposits and rinse thoroughly.
4. Damp mop the floor to remove stubborn dirt. Mop with all-purpose detergents. Then rinse
thoroughly with plain water.
5. Place “wet floor” sign on these areas until they are dry.
6. Strip, seal, and wax using a self-shine or wax to maintain its cleanliness and gloss.
Care and Maintenance of Resilient Floors:
1. When spills occur on wooden floors, wipe them immediately with a damp cloth or sponge. If
the floor is spilled with milk, dip a cloth in a mild detergent solution and with that, wring out
and wipe the spill. Wipe for the second time with slightly moist cloth to remove any soap
film. Once the floor is dried, apply wax.
2. Sometimes when spots may appear on wooden floors after waxing. This is usually caused by
residues coming from unnoticed spills, especially those containing milk or sugar. When the
spots appear, remove them by pouring a little amount of liquid wax on them. Rub them gently
with very fine steel. Work carefully with the grain of the wood and buff immediately with a
clean cloth to make them look shiny.
3. Buffing waxes need not be applied everyday as these waxes give floors long-lasting
protection. Apply only when floors look dull or once a week or every two weeks. When the
floor is rarely used, buffing once a month will do.
4. Apply waxes in areas that get heavy wear and become dull between waxing, such as those
located near entrances and exits. Use solvent-based waxes. It is not always necessary to re-do
the entire floor. The newly waxed portions will blend perfectly with adjacent areas.
5. Stubborn on wooden floors maybe removed during waxing or in between cleanings by
rubbing them with a fine steel wool dipped in liquid wax.
Alkaline stains on wooden floors appear when sudsy cleaning solutions are spilled and
allowed to dry. To eliminate these dark spots:
 Remove all wax with naphtha or kerosene.

 Thoroughly wash spotted area with vinegar, allow it to remain on the spots for three
or four minutes;
 Wipe dry with a clean cloth. If repeated application of vinegar does not remove spot,
apply four percent oxalic acid solution. (1 tbsp oxalic acid crystal in 1 cup water)
 Allow it to stand within 2-3 minutes or until the spots disappear. Wipe it with a damp
cloth. If the wood looks lighter after the spots are removed, touch it up with shellac
or a penetrating floor sealer. Re-wax after it gets thoroughly dry.
Dealing with Carpet Stains and Spills
When stains appear in carpets, try the following remedies:

32
1. Wipe out the spilled material as quickly as possible before they scatter and
contaminate the rest of the carpets.
2. Remove soiled stains by scraping them with the dull side of a knife or through the
use of a scraper. Dip a sponge in cold water and use it to wipe away the stain. If the
stain still remains, dip the sponge in a detergent-cleaner instead of water.
To prepare a detergent cleaner, add 1 quart of warm water and 1 Tbsp of white
vinegar. Vinegar is a weak acid that neutralizes alkaline substances.
Three Types of Carpet Stains and Their Remedies
Classification Remedies
GROUP A  Sponge the spill lightly with cold water and wipe it with a
sponge or tissue paper. For suborn stains, sponge a detergent
Soft drinks, alcohol, candy, solution, rinse with clean water, blot dry with paper towels
urine, excrement and starches and then completely dry, and brush up the affected areas.
GROUP B  Remove or blot away the spilled substance, working from

the edge toward the center to avoid spreading the spill. For
Ink, face creams, butter and scrapping, use a spoon or the dull side of a knife. Sponge the
other oily or greasy substances affected area with cleaning fluid, then brush off.
GROUP C  Blot out or scrape the spilled substance. Them sponge the
detergent solution. If stains remain after the area is dry, use
Combination of A & B and cleaning fluid.
include shoe polish, coffee,
vomit, blood and crayon
Removing Spots on Carpets
SOURCE SOLUTION
Sugar & Starch  Wipe spot with a cloth or sponge then rinse it with clear water.
 Use dry cleaning fluid or an absorbent powder cleaner.
Milk  Sponge with a solution of water and detergent, then rinse it with
clear water.
Ink  If a spot is caused by a washable ink, use a damp, absorbent cloth

 If the stain comes from a ballpoint mark, use dry-cleaning fluid.
Pet Spots  Sponge urine spots of pets thoroughly with a clear water then blot
33
it off quickly.
 Go over the spot and apply a solution of water and detergent, then
wipe off with cloth that is dampened with clear water, blot away
any excess liquid.
 If the spot has dried out, saturate it with solution of ½ cup vinegar
to one cup dried out, saturate it with solution of ½ cup vinegar to 1
cup of warm water and let it stand for a few minutes.
 Blot and repeat the treatment until the discoloration disappears.
 Then dry carpet as quickly as possible.
Wax  If the wax has dried, use a stiff bristle brush to remove solid
matter.
 For spots caused by wax, use a dry-cleaning fluid.
 If stains remain, rub it with warm soapy water or a foam-type rug
cleaner.
 Spots from self-polishing floor wax should be cleaned with warm
water and detergent.
 If necessary, follow with foam-type or dry-cleaning fluid or both.
Cigarette Burns  If burns appear on the surface of the rug, use a sharp scissor to
snip away blackened ends of tuft.
 Sponge with a solution of wax and detergent, then sponge again
with clear water.
 For severely burnt spots, consult a professional carpet repair
service.
Removing Stains in Waxed Floors
SOURCE SOLUTION
Water Stains Rub the spot with No. 2 steel wool and re-wax.
For more serious water stains, lightly sand with fine sandpaper,
clean the spot with No. 1 or 00 steel wool and mineral spirits or
floor cleaner then refinish and wax.
Cigarette Burns If not severe, the burn can be removed by rubbing with steel wool
moistened with soap and water.
Heel and Caster Marks Rub vigorously with fine steel wool and floor cleaner.
Wipe dry and polish.
Ink Stains and Other Use No. 2 steel wool and floor cleaner to clean the spot and
Dark Spots surrounding area.
Thoroughly wash the affected area.
34
If the spot remains, sand with fine sandpaper, re-wax and polish.
Chewing Gum and Wax Tap with ice until the deposit is brittle and crumbles off.
Deposits Pour floor cleaner around the stain so that the fluid soaks under and
loosens it.
Alcohol Spots Rub the spot with liquid or paste wax.
Repairing Wax Finishes Rub fine steel wool in a puddle of re-conditioner or paint thinner and
clean as you go.
Apply wax and buff.
Note: Always start cleaning at the edge of a stain and work toward the center so that it will not
spread to other areas.
Bricks Floors
1. Keep the brick flor sealed and waxed. If a water-base polish is used, occasionally strip the
wax buildup. Use a commercial sealer for brick, never use varnish nor lacquer.
2. Prevent dirt from building up on the brick floor by damp-
mopping after the floor is vacuumed. Try putting 1 cup of
vinegar in the water. Notice that the floor will shine without
being polished – a real time-saver.
3. Use a solvent-base wax so that there is no more need to strip

the floor. A solvent-base polish can be applied over a water-
base polish, but a water-base polish cannot be applied over a
solvent-base polish. The solvents in the wax dissolve the layer of wax that is on the floor
during each application such that a wax buildup will not appear.
4. Remove wax buildup by applying a wax-stripping product with a scrub brush or floor-
scrubbing machine that has a brush attachment. Rinse the floor thoroughly after applying the
stripper. Do not clean a brick floor with acids, strong soaps or abrasives.
Ceramic Tile Floors
Glazed (shiny) ceramic tile is virtually stain proof, but

unglazed ceramic tile is porous and must be sealed to resist stains.
A new unglazed ceramic-tile floor needs to be sealed with a
commercial sealer and a water-base wax. Both types of tile are
installed with a grout.
1. Never use harsh abrasive cleaners that might scratch the

glaze.
2. Avoid the use of acids, strong soaps, or abrasives in cleaning unglazed ceramic tiles as they
can cause damage.

35
3. Damp-mop ceramic tile with an all-purpose cleaner. Dry the floor with a soft cloth to avoid
streaks.
4. Try rubbing the tile with a car wax to make a sparkling ceramic tile walls and countertops.
Buff after ten minutes.
Concrete Floors
Since concrete floors are very porous, stains build up

quickly. Instead of painting garage floors, try sealing the cemented
floor with a commercial sealer. This will save time in the long run,
because the sealed floor will require little cleaning.
1. For an unsealed concrete floor, sweep the loose surface

dirt and then wash it with either a strong all-purpose
cleaning solution or the homemade cleaning solution.
2. The garage floor is the most difficult floor to clean since the cemented floors soak up oil and
grease stains, gather piles of litter and collect road dirt. To clean the garage floor, sweep out
the dirt and dust and spread kitty litter with a stiff broom, working from the back of the
garage to the front. Then using a garden hose, flush clear water over the floor. Also scour
tough globs of dirt with a stiff broom or blast them with clean water.
3. After getting rid of the loose surface dirt on the garage floor, use a heavy-duty floor cleaner.
It works as well as a commercial heavy-duty cleaner, and it is much cheaper. Apply to the
concrete floor with a sponge mop, using pressure for heavily soiled areas. Then rinse with
cool, clear water to make a spotless floor. Let the floor dry.
Marble Floors
Marble can be used throughout the house- on floors,

countertops and even bathroom walls. It is available in a variety of
colors with a polished or non-polished finish and in an array of
thicknesses and shapes.
1. Non-polished marble is very porous, stains easily and must be

sealed with a commercial sealer. Do not use varnish or lacquer to seal marble; it quickly peels
off. Polished marble is less porous but can still be stained; a commercial marble sealer is also
recommended for this finish.
2. Marble floors look great after being damp-mopped using either clear water, an all-purpose
cleaning solution in warm water or a mixture of 1 cup fabric softener and ½ gallon water.
3. Self-polishing liquid wax is a fast, shiny finish for marble. Occasionally strip the wax buildup
and re-wax. After applying the stripper according to the manufacturer’s directions, rinse the
floor thoroughly and then apply wax.
4. Use either a water-base self-polishing wax or a paste wax. If a paste wax is used, test it in a
corner to see if it will discolor the flooring. If a solvent-base paste wax is used, re-wax to
strip the old wax and to renew the shine.

36
Terrazzo and Slate Floors
Terrazzo is a very durable flor commonly used in bathrooms

and halls. This flooring is made of marble chips set in cement. After it
cures, terrazzo is grounded and polished.
1. Seal a terrazzo floor with a commercial sealer for terrazzo

and slate. After the sealer dries, apply two thin coats of an
acrylic floor finish. When the wax is dry, buff the floor.
2. To keep the beauty of the terrazzo and slate floors, do a quick damp mop, using either clear
water, an all-purpose cleaner in warm water, or a mixture of 1 cup fabric softener and ½
gallon water. If the mopped floor dries with a film, mop it again with water containing a cup
of white vinegar and the floor will glisten.
3. To strip the wax buildup on the floor, apply a wax-stripping product with a floor-scrubbing
machine that has a brush attachment. After applying the stripper according to the
manufacturer’s directions, rinse the floor thoroughly with water.
Linoleum Floors
1. Wax so that the floor will shine and resist foot traffic.
2. Once it is waxed, maintain the condition of linoleum floors with regular vacuuming and an
occasional swipe with a damp mop.
3. Try putting a cup of vinegar into the mop water to bring out
the shine on the floor, so that re-waxing can be deferred
until it’s really necessary.
4. Remove heel marks from linoleum by dipping fine-grade

(000) steel wool in liquid floor wax. Rub the spot gently and
wipe with a damp mop.
5. Solvent-base products can soften and damage linoleum. Scouring the floor, flooding it with
water or using very hot water is also bad for linoleum floors.
6. Clean a linoleum floor with a one-step cleaner or polish or mop it with an all-purpose cleaner.
Dissolve the cleaner in warm water, rinse and apply two thin coats of self-polishing liquid.
Quarry Tile Floors
Like brick, quarry tile looks durable, but this unglazed

clay tile is very porous and readily soaks up stains.
1. Quarry tile floors have to be sealed with as many as three

coats of sealer and further protected by wax.
2. After sealer dries, apply two thin coats of an acrylic floor

finish. Use a wax applicator fitted with a lamb’s wool pad or applies paste wax with a floor-
polishing machine. To do this, use a spatula to spread wax with a floor polishing wax directly
on the brushed of the polisher. Slowly operate the polisher back and forth to apply an even,
thin coat of wax. When the wax is dry, buff the floor.
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3. To keep a sealed and waxed quarry-tile floor looking new, damp-mop it occasionally after
vacuuming. If the mopped floor dries with a luster-dulling film, restore the shine by mopping
it again with water containing a cup of white vinegar.
4. Apply a commercial wax-stripping product with a floor-scrubbing machine that has a brush
attachment. After applying the stripper according to the manufacturer’s directions.
Keeping Floors Safe
1. Never leave spots and stains unattended. Blot them out immediately before they spread and
damager the floors.
2. Always have door mats available especially during rainy season. The mat helps to minimize
mud and dirt that could be brought inside the house/building.
3. Clear floors of objects that serve as obstruction and source of slips, falls or injuries. Among
them are toys, coins, rubber band, paper clips, hair pins and other similar objects.
4. Throw rags should be anchored down. A rubber pad, or a piece of rubber sheet will do. Or,
apply a rubber coating or double-faced adhesive tape, made especially for the job, to the back
of rugs.
5. Arrange the furniture in each room in such a manner as to leave sufficient space for traffic
areas. This is especially important in bedrooms where there should be straight, clear and
lighted path from the bed to the floor.
6. Never use oiled or chemically treated mop for cleaning floors. On floors waxed with solvent-
base wax, the oil and chemicals can soften the wax, making it smeary and a potential hazard.
LEARNING ACTIVITY:
1. Give and Explain the types and Characteristic of the 4 types of floors and indicate all the
applicable floor cleaning methods.
Types of Floors Characteristics Applicable Cleaning Methods

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2. Why is there a need for stripping, sealing and finishing a floor? What are the consequences if
these processes are not applied in hard and resilient floor?
___________________________________________________________________________
___________________________________________________________________________

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___________________________________________________________________________
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___________________________________________________________________________
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___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
3. When and under what conditions should one do the following: 1) Carpet Shampooing, 2)
Carpet Extraction, and 3) Buffing?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
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___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

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4. Give and explain in your own understanding the 4 steps in floor cleaning and maintenance.
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
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___________________________________________________________________________
TOILET AND BATHROOM CLEANING

Materials Needed:
 Bucket
 Hand Brush
 Cleaning Cloth
 Toilet Bowl Cleaner
 All-purpose cleaner
 Warm water Click the link to watch the video on
“Cleaning toilets
 Scouring pad
&bathrooms”https://www.youtube.com/wat
 Rubber gloves ch?v=GfJiFBqIjPE

41
TASKS PROCEDURES
1. Start cleaning the tiles, shower,  Scrub them with all-purpose cleaner, water and
down to the bathtub. scouring pad.
 Wipe dry with absorbent cloth after cleaning.
Scrub to remove dirt and stains and
wipe dry to prevent the formation of
water marks.
2. Clean and sanitize the toilet bowl.  Follow the prescribed procedures.
3. Scrub the faucet, lavatory sink,  Use a scouring pad to scrub the inner and outer
stopper, floor tiles, and shower portion of the lavatory sink, faucet knobs, rubber ball
curtains to remove stubborn stains, stopper, floor tiles and shower.
eliminate foul odor and kill germs  Then dry it with absorbent cloth.
and bacteria.
4. Clean the bathroom wall.  Follow procedures in bathroom wall cleaning.
5. Clean the mirror.  Spray it with a glass cleaner then wipe dry with clean
dry cloth.
6. Wash the drinking glasses (if this is  Wash them with soap and water then dry with clean
installed in the bathroom0 dry cloth.
 To protect the glass from contamination, cover it
with plastic cover or coaster or wrap in in a bag.
7. Clean the shelves and cabinet  Use a dry cloth.
8. Polish all chrome fixtures.  Apply metal polish using a clean rag.
 Rub until all the tarnish have been removed.
9. Clean the lavatory stopper then  Brush the stopper with an all-purpose cleaner.
rinse it with water.  Then wash it under running water.
10. Rinse the lavatory sink.  Pour water around the sink from under the rim up to
the bottom.
11. Dry and polish the faucet and  Using a dry cloth, wipe all surfaces of the lavatory
lavatory sink. sink and the stopper.
 Then polish the faucet.
 This will prevent water marks and will make the sink

42
look shiny.
12. Install the faucet knobs.  Screw the knobs using a screwdriver to make sure the
knobs are tight enough.
13. Replenish bathroom amenities like:  Place soap in the sink.

toilet tissue, liquid/bar soap paper  Install paper towels in their dispenser.
towels and sanitary bag.  Hang the sanitary bag inside the toilet.
 Replace soiled towels with fresh ones.
14. Dispose trash in all trash cans.  Pull out the trash from the trash liners and dispose
them.
 Clean and wash the trash containers and wipe dry.
 Install waste liners into the trash cans and place them
beside the toilet bowl. For public toilets, have another
trash container beside the faucet.
Cleaning Bathroom Walls
TASKS PROCEDURES
1. Wet the surface to soften the dirt.  Splash it with warm water.
2. Apply all-purpose cleaner to clean  Scrub the cleaner unto all surfaces starting from the
and deodorize the surfaces. upper portion to the downward portion.
 Brush in between marbles.
3. Rinse the surface to wash away dirt.  Splash it with warm water from top to down ward
portion.
4. Dry and polish the surface to wash  Wipe the whole surface with a dry cloth to prevent
out the softened dirt. water marks.
Cleaning of Toilet Bowl
TASKS PROCEDURES

43
1. Flush the toilet bowl to wet the  Pull the flush downwards.
surface.
2. Pour the toilet bowl cleaner to  Squeeze the cleaner unto the surface and inner side of
disinfect and deodorize all areas, the toilet bowl.
including the hidden surfaces of the
bowl.
3. Leave the toilet bowl cleaner to soak  Close the cover after applying the bowl cleaner.
(at least for 2 minutes) to soften the
soil and make it easier to remove.
4. Clean the toilet bowl and remove all  Using a brush, move around the bowl from under the
hidden dirt under the rim. rim up to the bottom.
5. Flush it again to rinse the bowl.  Pull the valve downward.
6. Clean the toilet seat and cover.  Brush and clean with all-purpose cleanser then wipe
Remove dirt and water-marks, urine them with a damp cloth.
and waste sediments.
7. Clean the outside part of the bowl.  Wipe from the top to the bottom with a cleaning
solution.
 Use a solution to soften the soil, thus making the
bowl easier to clean.
8. Dry and polish the bowl to prevent  Wipe all surfaces with a cloth starting from the top to
water marks from forming into the bottom.
surface.
9. Close the toilet bowl cover.  Cover the toilet bowl gently.
Recommended Materials for Cleaning the Toilet
1. Acid based bowl cleaner depending on the hardness of water and/or frequency of cleaning:
 Citric Acid: safest to use but slowest to remove mineral deposits.

 Phosphoric Acid: safer than hydrochloric acid, wont smoke chrome.

44
 Hydrochloric Acid: is harsh, use only on porcelain with extreme care and only on
the worst mineral build-ups. (extra careful with this chemical highly recommended)
2. Rubber gloves or vinyl work gloves (type worn to wash

dishes).
3. Eye protection (usually required in cleaning toilets
outside the home).
4. Bowl swab (12” plastic handle with a “bunny tail”
material at the end approximately 4” in diameter).
5. Disinfect/detergent/cleaner (any chemical that calls
itself a disinfectant and has an EPA number on the
label to back up the claim of being disinfectant.
6. Disposable towel or launder able cloth.
LEARNING ACTIVITY:
1. List all materials and supplies needed in cleaning toilet and bathroom and explain its uses.

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FURNITURE CLEANING, CARE AND MAINTENANCE
1. For the furniture to look better and shinier, apply/spray

furniture cleaner polish.
2. Wipe and dust away all dirt in the inner and outer parts
of the furniture using a clean and dry dusting cloth.
Use the right dusting cloth like old diapers, terry

towels cotton knit-wear or flannel. Do not use cheese-
cloth since it usually contains a starch sizing material.
Also avoid using coarse fabrics which are linty, old

clothing that may have buttons, snaps or trimmings
with scratches and the synthetic fabrics which will not
absorb moisture.
3. Apply cleaner -solution to all corners and walls.
4. When cleaning glasses, apply glass cleaner like

“glance” to make it look shinier.
Note: oiled or treated dust cloths should never be used on a waxed surface because oil softens the wax and the
surface can become sticky or smeary.
WINDOW CLEANING
Equipment and Materials Needed:
 2 buckets
 2 mops
 Squeegees

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 4 plastic bags
 3 scrubbing -white pads
 1 hand brush
 1 broom
 4-8 polishing cloths Click the video to watch video on “Cleaning glass
window”
 4-8 cleaning towels https://www.youtube.com/watch?
v=W6ZBvLmbID4
STEPS PROCEDURES
1. Prepare all needed supplies and  Prepare a bucket of water and then place a small amount
materials and place them near of all-purpose cleaner unto it. Have another bucket of
the working area. water for rinsing.
2. Remove cobwebs, if any.  Use a broom or an old cloth. Use a ceiling broom for hard
to reach windows.
3. Wash – clean – frames and  With a sponge soaked in the bucket filled with water
windows thoroughly from top to (mixed with solution), start cleaning the windows
bottom, inside and outside. following one of these methods:
 Start on the upper-left side of the window and

make an s-shape stroke downwards until you
reach the bottom-right corner of the window.
 Start cleaning the window from the upper-left

corner and drag the sponge straight down. Use a
dry cloth to remove any excess water and start
cleaning the next line until you reach the right
side of the window.
 Squeegee is used, do not forget to dry it with a

chamois or dry rag after each stroke. Otherwise,
visible lines will appear on the window pane.
4. Rinse the cleaning sponge.  Dip it into the rinsing bucket several times and squeeze it
until the dirt is completely washed out.
5. Wipe-dry the window frames  Wipe-dry the frames, moving from the inside to the
using a dry, cleaning towel. outside, if the frames are horizontal. If they are vertical,
move from top to bottom.

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6. Clean the outside part of the  Stand on a ledge or sill and hold on the window frame.
window. Hold firmly to prevent any accident.
 Begin cleaning from the top and move towards the
bottom so that the loosened dusts and dirt will also move
down-wards and the clean part will not be splattered with
dirty water.
7. Dry clean the outside surfaces.  Make sure that the rubber strip of the squeegee (if used)
is clean. Move squeegee downwards from one side to the
other. This will remove water from the cleaned surface
and will protect the dried part of glass from getting wet.
8. Polish the glass.  Fold a polishing cloth into a pad then spray Methylated
spirit unto the pad. Wipe windows moving side ways
until the whole area is polished. Always wipe-dry the
rubber strips after every down-wards stroke. Give special
attention to corners and edges of glass windows.
Window and glass Cleaning using squeegee and Window Cleaner
1. Spray squeegee-off miracle window cleaner unto

glass. Apply liberally.
2. For high – reach areas; apply solution directly

unto the scrubber.
3. Do clean up stroke.

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4. For hard to reach jobs, use the R-E-A-C-H extension pole. Place the scrubber on the pole and
wash the window as shown. Replace the scrubber with a squeegee and pull the squeegee
down vertically as shown. Wipe blade after each pull
BRASS CLEANING AND POLISHING
Equipment and Materials Needed:
 Metal polish
 Polishing cloths
 Rubber gloves
 Brass cleaner
 Hot water
 Toothbrush Click the link below to watch the video on
“ brass cleaning and polishing”
v=CSjSIPSGiPQ
STEPS INSTRUCTIONS
1. Prepare all the needed  Gather them and place into a container.
materials.
2. Apply a metal polish to the  Shake the polish container with a polishing cloth pressed
metal fixtures to remove dirt against the mouth of the metal polish.
and tarnish.  Place a little amount of the polishing chemical on the cloth.
Avoid putting excessive polish.
3. Rub the polish into the metal  Distribute the metal polish evenly over the metaled fixture.
surface.  Rub the area thoroughly until all applied polish on the metal
surface has dried up.
 Use a toothbrush to get at grime in hard-to-reach places.
 Repeat the rubbing process with a different cloth until the
surface being polished is shiny and cleared of tarnish.
 Make sure that all parts are evenly polished, leaving no spot
or tarnish behind.
4. Prepare the cleaning solution.  Mix the all-purpose cleaner with hot water. The solution is
designed to remove left-over solution from the surface.
5. Rinse the surface to wash  Dip the brush in the cleaning solution, then lightly brush and

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away all remaining dirt and rinse the surface.
polish on surfaces that have  Make sure that there are no sediments left on the surfaces
been polished. that were polished, most especially in uneven or grooved
surfaces.
6. Dry the rinsed metal surface.  Wipe-dry the surface with a cleaning cloth.
 If the area is not wipe-dry, the moisture can cause rusts on
the surface.
Eliminating Foul Odor
To eliminate or minimize foul odor and freshen

the air in rooms, use air fresheners.
The following are advised:
a. Ironing boards:
This can be done occasionally to give the
cloths a fresh, clean smell.
b. Inside clothes and linen Closets:
c. On Mattresses
Spray toward the ceiling above the bed so that the mist will fall on the mattress. Or
spray above sheets before bed make-up and before replacing the blankets.
d. In freshly cleared dresser Drawer:
Before replacing any paper liner and its contents.
Kitchen Cleaning
1. Check ceiling and walls for cobwebs and remove them.
2. Clean all parts of kitchen equipment and appliances from
top, sides and the front.
3. Dust and clean the range hood.
4. Clean backsplash and countertops. Scour rings.
5. Clean the outside of all cabinets.
6. Dust and clean mirrors and picture frames.
7. Dust the doors, windows, frames and baseboards.
8. Empty all waste baskets then wash them with soap
and water.
9. Reline the waste receptacles with plastic liners.
10. Dust and clean the fan and air conditioner vents as
well as light fixtures.
11. Do sweeping and damp mopping of floors.

50
Cleaning the living Room/family Room

1. Check all walls and ceiling; remove cobwebs, if any
2. Dust the door and window frames as well as baseboards.
3. Dust and clean mirrors with glass cleaner.
4. Dust lamps and shades.
5. Empty all ashtrays and wash them with soap and water.
Then wipe dry.
6. Wipe and polish all furniture. Use wood polish if any.
7. Dust the fan and air conditioner vents as well as light fixtures.
8. Sweep or damp mop the floor. Vacuum the carpet (if carpeted)
9. Shampoo the carpets if they are heavily soiled.
Dining Room Cleaning
1. Remove cobwebs on the ceiling and corners.
2. Dust the door, window frames and baseboards.
3. Empty and wash-clean the ashtrays.
4. Dust and polish mirrors and pictures preferably using
glass cleaners.
5. Clean and polish all furniture.
6. Dust the fan and air conditioner vents as well as light
fixtures.
7. Sweep and damp mop the floor or vacuum it if it is
carpeted.
Cleaning Stairs, Hallways and Foyers

1. Dust the door/window frames/baseboards.
2. Dust/clean the mirrors/pictures.
3. Dust the lamps/shades.
5. Dust the fan/air conditioner vents/light fixtures.
6. Empty/wash/reline the waste baskets.
7. Clean the front door inside/out.
8. Sweep/damp mop the floor or vacuum carpet.
Cleaning Offices and Dens

1. Remove the cobwebs from ceiling and walls.
2. Dust the floor, window frames and baseboards.
3. Dust and clean all mirrors and pictures.
4. Empty, dispose trash and wash/reline waste baskets.
5. Empty and clean all ashtrays.

51
6. Dust the lamps and shades.
8. Dust and polish all furniture and equipment.
9. Dust the fan and air conditioner vents/light fixtures.
10. Sweep or damp mop the floor or vacuum if it is carpeted.
PREPARING ACCOMPLISHMENT REPORT

After accomplishing cleaning assignment, housemen assigned in public areas are supposed to
prepare and submit an accomplishment and productivity report. Using a prescribed accomplishment
form, they will record their daily accomplishment in their assigned area.
The head of the unit will sign the report certifying that the tasks are indeed accomplished as
stated in the report. These reports will be use also as monitoring productivity of housemen and for
giving constructive feedback on un accomplished responsibilities. It will also serve as basis for
performance evaluation during the annual performance review.
Exhibit 1. MCI HOTEL

HOUSEKEEPING DEPARTEMNT
Public area Accomplishment Report
Name of houseman/Housekeeper _________________________ Date: _____________

Assigned to :____________________________________________________________
Areas of ACCOMPLISHED JOB Other Tasks Verified Acknowledged by
Assignment
(place a check if applicable)
GC GD FC FD CC AC AR Accomplished (Supervisor)
Legend: GC General Cleaning is Accomplished

GD Garbage Disposed
FC Floor is cleaned, swept, vacuumed and Scrubbed
FD Furniture & Fixtures are dusted & Polished
CC Comfort Rooms are Cleaned and Made-up
AC Aircon/exhaust are Cleaned and dusted
AR Amenities Replenished like Toilet Tissue, Liquid Soap, ETC.
Other Side Duties Accomplished: ________________________________________________

Reported By: _________________________ Noted by: _______________________________

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5’S OF GOOD HOUSEKEEPING

5S or good housekeeping involves the principle of waste
elimination through workplace organization. 5S was derived from the
Japanese words seiri, seiton, seiso, seiketsu, and shitsuke. In English,
they can be roughly translated as sort, set in order, clean, standardize, and
sustain. The cornerstone of 5S is that untidy, cluttered work areas are not
productive. As well as the physical implications of junk getting in
everybody’s way and dirt compromising quality, we all are happier in a
clean, tidy environment and hence more inclined to work hard with due
care and attention.
5S provides the foundation for all quality improvement programs. It is a process to create
more productive people and more productive companies through motivation, education, and practice.
It involves the creation of a strong corporate culture with a productivity mindset.
1. Seiri: SORT means eliminating anything that is

unnecessary for the equipment to work properly.
Methods:
 First decide what is necessary and what is

unnecessary. To find out unnecessary items
you should not only check the floor but also
shelves, lockers, storehouse, stairs, roofs, notice boards, etc.
 Put a red tag on unnecessary items and keep them in a separate area.
 Discard or throw those items which have not been used in the past one year
 Things used once in 6 to 12 months may be stored at a distance from work station.
 Things used more than once a month should be available at a central point in the
workplace.
 Things used hourly/everyday/once a week should be near the work station or may be
worn by or kept in the pocket of your worker there.
Benefits:
 Your useful floor is saved.

 Your searching time of tools, materials, and papers is reduced.
 You have better flow of work.
 Your inventory cost of unnecessary items is reduced.
2. Seiton: SYSTEMATIZE is the best way of eliminating

pointless searching and having all the material necessary
for functional production according to the principle: “a
place for everything and everything in its place.”
Methods:
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 If necessary, reassign spaces, racks, cabinets, etc.

 Decide the right places for everything.
 Put all materials and equipment at a place allocated to them with proper label or
signalization. Use alerts or indications for out of stock situations.
 Use floor paint marking to define working area, path, entrance/exit, safety equipment,
cart/ trolley locations, etc.
 Use standard colour coding for pipelines for steam, water, gas, drainage, etc.
 Use display cautions, messages, instructions at proper place at proper height and
written clearly
Benefits:
 You take things out and keep things back easily.

 You make lesser mistakes.
 You reduce searching time.
 Your work environment becomes safe
3. Seiso: SHINING means keeping

everything so clean that it shines.
In a clean environment, any leak or
other abnormality can be detected faster.
Working in a clean environment
improves motivation and safety. This is
a prerequisite for quality maintenance.
Methods:
 Divide the total area in zones and allocate responsibility for cleaning for each zone.
 Decide on cleaning points, order of cleaning, type of cleaning, cleaning aid required,
etc.
 Display cleaning schedule.
 During cleaning look for defective conditions (loose bolts, vibrations, excessive
sound, high temperature, fallen tools, etc.) and solve the problem.
 Allocate space for storage of cleaning aids and consumables for cleaning.
Benefits:
 Your work place becomes free of dirt and stains which is the starting point for
quality.
 Your equipment lifespan will be prolonged and
breakdowns will be less.
 Creates a pleasant environment.
 Prevents accidents.
4. Seiketsu : STANDARDIZING means respecting the

previous 3S.
The 3S are actions to take; so that cleanliness and
elimination of the causes of untidiness become the norm, it

54
is essential to write them down as ordinary rules, as standards.
Seiketsu helps to overcome the natural tendency to slovenliness and a return to old habits.
Methods:
 Document procedures and guidelines for sorting, set in order and shine.
 Make a checklist for each section and train your people in using them.
 Carry out periodic evaluation by using the above check list.
 Use visual management to act quickly, for example putting/using:
 Open and shut directional labels on switches, etc.
 Temperature and safety labels
 Zone labels on measuring meters (normal zone, danger zone, etc.)
 OK or hold marks on product.
 Put transparency control
 Make transparent covers of drawers.
 Put inspection windows in the metal covers.
 Use location maps with emergency exits, firefighting equipment, etc.
Benefits:
 Your activities will be simplified.

 You will have consistency in the work practices.
 You will avoid mistakes.
 With better visual and transparency management work efficiency will improve.
5. Shitsuke: SUSTAIN after a period of 3 to 6 months (depending on the size and complexity
of the workshop), the time has come to evaluate the situation by means of an in-depth audit.
The audit is based on a very precise questionnaire, which assesses the previous 4S, and which
leads, if successful – to the site being certified.
Methods:
 Create awareness and publicize the system. For example, develop 5S News, 5S
Posters, 5S Slogans, 5S Day, etc.
 Create a structure of how and when 5S activities will be implemented.
 Formulate guidelines for audit/evaluation of 5S implementation.
 Provide management support by providing resources and leadership.
 Reward and recognize best performers
Benefits:
 Promotes habit for complying with workplace rules and procedures.

 Creates healthy atmosphere and a good work place.
 Helps you to develop team work.
 Provides you with data for improving 5S.

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Management’s Role in Implementing 5’S
It is important to note that the implementation of 5S
concerns and benefits everyone in the organization. Like any
other initiative, management has the important role to facilitate
and support the process by:
 Acknowledging the importance of 5S for the

organization;
 Allowing employees time for 5S;
 Providing resources and infrastructure for 5S implementation;
 Personal involvement in implementation of 5S;
 Creating tangible and intangible rewards and recognition for improvements; and
 Promoting ongoing 5S efforts.
ASSESSMENTS:
DIRECTIONS:Perform the following procedures in actual. Follow the scheduled date given by your
Instructor.
1. Stripping Floors
2. Sealing Floors
3. Finishing Floors
4. Polishing Floors
5. Carpet Shampooing
6. Toilet and Bathroom Cleaning
7. Window Cleaning
8. Brass Cleaning
PERFORMANCE CHECKLIST:
STRIPPING FLOORS YES NO

1. Sweep or vacuum, the floor thoroughly.
2. Remove sticky deposits or material with a putty knife.
3. Place the sign in the working area “wet floor, watch your step’
4. Mix 1 gallon of floor stripper to 4 gallons of water in a bucket,
for every floor area of 250 square meters.
5. Dilution sometimes varies for different types of stripper. Read
instructions on the label.

56
6. Dip the mop on the solution. Do not squeeze the mop. Spread
the solution and cover the whole area.
7. Spread the solution on the floor with a mop and let it be
absorbed for 10-12 minutes.
8. Use a floor machine with an abrasive pad or brush, depending
on the type of floor.
9. Use a mop or use a wet-dry vacuum.
10. Remove all cleaning solution, using a clean mop. Use a
different mop for rinsing.
11. Make sure the coats are even.
12. Once dried, the floor is now ready for the application of wax or
floor finish.
SEALING FLOORS
1. Place the caution sign in a visible location.
2. Put supplies and equipment in the floor area to be sealed.
3. Put plastic bag (liner) into the empty bucket that is to be used
for the sealer solution, then pour sealer into the lined bucket.
4. Using the plastic bag liner keeps the bucket clean and keeps the
sealer from becoming contaminated with any residue that might
be in the bucket.
5. Wring out gently such that the mop head is wet but does not
drip.
6. Start in one of the baseboards in the farthest corner of the room.
7. If the entire area cannot be out-lined before the sealer dries,

apply the sealer to the floor along the baseboards covering as
much of the traces/outline as possible.
8. Work by sections, do a side to side motion, starting from the

farthest corner and moving backward toward the door. Overlap
the strokes. Avoid having puddles of sealer on the floor.
9. If recoating is needed, follow the same steps above stated.
FINISHING FLOORS
1. Dip the clean mop into the bucket containing the finishing
solution.
2. For non-buff able finishes (not fit for spray buffing). Dip the
mop in the bucket of finishing chemical then damp-mop the
floor very lightly. Mop should be full but not dripping.

57
3. Floors fit for buff-able finish; mop should be wringed almost
dry to make a thin coat.
4. Wring it as tightly as possible through the mop
wringer/squeezer.
5. Partition the area to be mopped such that mopping can be done
part by part.
6. Start the application in a corner of the room opposite the door or
work towards the door.
7. Coat the edges of an area small enough to be covered easily
before the finish begins to dry.
8. Re-wet the mop with a floor finish to make sure the finishing
chemical is applied evenly.
9. Continue to apply the finish, covering each area before the
adjoining area is dry. To make a smooth even application, make
sure all pores are properly filled to lasting protection.
10. The allowance for drying is at least one-hour.
11. Apply the succeeding coat of finish only after the first coat is
thoroughly dry.
12. To avoid contaminating the remaining contents, never return
leftover finish to the product container.
POLISHING FLOORS
1. The sign must be labeled: “Caution, Wet Floor”. Place it in such

a way that it can be easily seen.
2. Roll steel wool on the polishing pad. Insert or attach it to the

brush.
3. Start from the corner to make sure that no portion is missed out.
4. Pour wax directly to the mop and start applying evenly to the
floor. Allow the wax to dry for about 10-15 minutes.
5. Preferably use a polishing pad. If the wax on the floor surface is
very thick, the floor should be wet-scrubbed.
6. Use the soft broom and dustpan moving from one corner to the
other.
CARPET SHAMPOOING
1. Get the supplies from the stockroom.
2. Use a stick broom and a dustpan. Clear the area of foreign and
pointed objects like pins that can damage the vacuum cleaner.

58
3. Using a vacuum cleaner, start from one corner to the rest,
moving towards edges and corners.
4. Shake the can very well.
5. Apply the solution directly unto the stained areas using a hand
brush.
6. Do not spread the stains. Wash the spot from the outside to the
center to avoid spreading the stain.
7. First dilute the shampoo using 1-gallon solution for every 8
gallons of water for heavily soiled areas like function rooms.
For less soiled areas, use a ratio of 1:15.
8. After diluting, apply shampoo using machine or manual
method. Follow manufacturer’s directions.
9. Do not over-wet or use excessive water. Always start at the far
end corner of the surface.
10. Use hydro-vacuum machine to completely dissolve soil and
moisture. Let the machine work along the sides and corners.
11. If a rotary system is used, move the machine from left to right
while overlapping each stroke of the machine run.
12. Use the push brush.
13. If shampooing machine is used, let it dry overnight. If manual

method is used, drying time is reduced to one hour.
TOILET AND BATHROOM CLEANING
1. Scrub them with all-purpose cleaner, water and scouring pad.

Wipe dry with absorbent cloth after cleaning.
2. Clean and sanitize the toilet bowl. Follow the prescribed
procedures.
3. Use a scouring pad to scrub the inner and outer portion of the
lavatory sink, faucet knobs, rubber ball stopper, floor tiles and
shower. Then dry it with absorbent cloth.
4. Splash it with warm water. Scrub the cleaner unto all surfaces
starting from the upper portion to the downward portion. Brush
in between marbles. Splash it with warm water from top to
down ward portion. Wipe the whole surface with a dry cloth to
prevent water marks.
5. Clean the mirror. Spray it with a glass cleaner then wipe dry
with clean dry cloth.
6. Wash the drinking glasses. Wash them with soap and water then
dry with clean dry cloth. To protect the glass from
contamination, cover it with plastic cover or coaster or wrap in
in a bag.
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7. Clean the shelves and cabinet. Use a dry cloth.
8. Polish all chrome fixtures. Apply metal polish using a clean rag.
Rub until all the tarnish has been removed.
9. Clean the lavatory stopper then rinse it with water. Brush the
stopper with an all-purpose cleaner. Then wash it under running
water.
10. Pour water around the sink from under the rim up to the bottom.
Using a dry cloth, wipe all surfaces of the lavatory sink and the
stopper. Then polish the faucet. This will prevent water marks
and will make the sink look shiny.
11. Place soap in the sink. Install paper towels in their dispenser.
Hang the sanitary bag inside the toilet. Replace soiled towels
with fresh ones.
12. Pull out the trash from the trash liners and dispose them. Clean
and wash the trash containers and wipe dry. Install waste liners
into the trash cans and place them beside the toilet bowl. For
public toilets, have another trash container beside the faucet.
WINDOW CLEANING
1. Prepare a bucket of water and then place a small amount of all-

purpose cleaner unto it. Have another bucket of water for
rinsing.
2. Use a broom or an old cloth. Use a ceiling broom for hard to
reach windows.
3. With a sponge soaked in the bucket filled with water (mixed
with solution), start cleaning the windows following one of
these methods:
Start on the upper-left side of the window and make an s-shape

stroke downwards until you reach the bottom-right corner of the
window.
Start cleaning the window from the upper-left corner and drag
the sponge straight down. Use a dry cloth to remove any excess
water and start cleaning the next line until you reach the right
side of the window.
Squeegee is used, do not forget to dry it with a chamois or dry

rag after each stroke. Otherwise, visible lines will appear on the
window pane.
4. Dip it into the rinsing bucket several times and squeeze it until
the dirt is completely washed out.
5. Wipe-dry the frames, moving from the inside to the outside, if
the frames are horizontal. If they are vertical, move from top to
bottom.
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6. Stand on a ledge or sill and hold on the window frame. Hold
firmly to prevent any accident.
7. Begin cleaning from the top and move towards the bottom so
that the loosened dusts and dirt will also move down-wards and
the clean part will not be splattered with dirty water.
8. Make sure that the rubber strip of the squeegee (if used) is
clean. Move squeegee downwards from one side to the other.
This will remove water from the cleaned surface and will
protect the dried part of glass from getting wet.
9. Fold a polishing cloth into a pad then spray Methylated spirit
unto the pad. Wipe windows moving side ways until the whole
area is polished. Always wipe-dry the rubber strips after every
down-wards stroke. Give special attention to corners and edges
of glass windows.
BRASS CLEANING
1. Gather them and place into a container. Shake the polish

container with a polishing cloth pressed against the mouth of
the metal polish. Place a little amount of the polishing chemical
on the cloth. Avoid putting excessive polish.
2. Distribute the metal polish evenly over the metaled fixture.
Rub the area thoroughly until all applied polish on the metal
surface has dried up.
Use a toothbrush to get at grime in hard-to-reach places.
Repeat the rubbing process with a different cloth until the

surface being polished is shiny and cleared of tarnish.
Make sure that all parts are evenly polished, leaving no spot or
tarnish behind.
3. Mix the all-purpose cleaner with hot water. The solution is
designed to remove left-over solution from the surface.
4. Dip the brush in the cleaning solution, then lightly brush and
rinse the surface.
5. Make sure that there are no sediments left on the surfaces that
were polished, most especially in uneven or grooved surfaces.
6. Wipe-dry the surface with a cleaning cloth. If the area is not
wipe-dry, the moisture can cause rusts on the surface.
Rating
Remarks:

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UNIT 3: CLEANING AND MAINTAINING GUESTROOM
LEARNING OUTCOME:

1. Perform standards and procedures for room make up and maintenance, installation of
room amenities and required reports.
Pre-Test
IDENTIFICATION. Identify the following statement.

1. Junior Suite is also called as?
2. This is used for entertaining visitors; serving as function room or a
parlor.
3. Room is under renovation or not fit for occupancy since it requires repair
or maintenance work.
4. Guest posted the DND sign. DND means?
5. Act as padding between the mattresses and the sheet?
6. One of the special services in which a room is cleaned and refreshed?
7. Night service starts at?
8. This form provides policies and regulations that could minimize,
eliminate abuses on the part of guests?
9. This form is designed as a control tool whereby the guest is made to
acknowledge room supplies and mini bar items installed in his room?
10. To be used by guest to indicate his whereabouts so that in case someone
comes or calls to locate him. The Front desk can locate him?
CONTENT
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Nature and Scope of Rooms Maintenance
Guestrooms are serviced and maintained through the following

services:
1. Maintenance of order and cleanliness in all guestrooms, to
include:
 Regular cleaning of guestrooms,
 Orderly arrangement of fixtures and guestroom
amenities,
 Installation and replenishment of guestroom supplies and amenities, and
 Continuous checking of the condition of guestrooms and facilities and taking
corrective action.
2. Safe keeping of lost and found items.
3. Installation and control over mini bar items.
4. Coordination with other departments on matters involving guestroom maintenance,

particularly:
 Engineering or facilities maintenance for the needed repair or maintenance work,
 Front office for room blockings and information on out of order rooms,
 Linen and Laundry section for linen requirement and the processing of guests
laundry,
 Attending other concerns of guest
 Security office for the procurement of room amenities and other requirements,
 Purchasing office for the procurements of room amenities and other requirements,
 Accounting for budget requirements and control of stock issuances, and
 Human resources department for the recruitment and training of housekeeping staff
and arrangement of their work schedule.
5. Provision for other services to house guests like:

 Baby-sitting,
 Request for seamstress,
 Extra beds, linen, towel, pillow
 Provision of facilities like dryer, adaptors and
transforms, and
 Shoe shines service.
6. Attending to other guests’ needs and concerns.
7. Pick-up and delivery of guest laundry.
Classification of Guestrooms
A. According to Number of Beds

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1. Single Room – is a room with a single bed, good for one person.
2. Twin Room – is room with two twin or two single beds,

good for 2 persons.
3. Double Room – has a double bed and can be occupied by one or

two persons.
4. Double-Double Room – has two double beds or 2 queen beds,

occupied by two or more persons. It is sometimes called TWIN
DOUBLE.
5. Triple Room – is occupied by three people, may have 3

single beds or 1 double bed and a roll away bed or 2 single
beds plus a roll away bed.
6. Family Room- has at least 1 double bed, plus additional

single and/or sofa bed, designed to accommodate one
small family.
B. According to Price, Layout and Facilities

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1. Economy – A room designed for an economical rate, usually short of standard facilities like
air con, television and other amenities.
2. Standard – Room sold at moderate rate, equipped with standard

facilities and amenities like air con, toiletries, TV, bed, nite table,
etc.
3. Deluxe Room - A more luxurious and spacious room with
amenities of superior quality, sold at a much higher price than
standard room.
4. Studio – A room with studio bed- a couch which can be

converted into a bed. It may also be called an executive room.
5. Connecting Rooms – Two or more rooms with entrance doors

from the outside door between them through which guest can get
through each bedroom without going out of their room.
6. Suite – A room with a parlor or living room connected to one or

more full sized bedrooms equipped with luxury amenities and sold
at a higher price than standard rooms.
Types of Suites
1. Junior Suite –is a room with a bed and sitting area (usually a small lounge). There may be a
small, separate bed, connected to the living room or parlor. It is also called a mini suite.
2. Penthouse Suite –is usually located on the top floor of the property.
3. Executive Suite – is designed for a top executive, with facilities and amenities of superior
quality.
4. Hospitality Suite – is used for entertaining visitors; serving as function room or a parlor.
Types of Beds
1. Single Bed – a bed approximately 36 x 75 inches in size.

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2. Double bed – a bed that can accommodate a couple or two individuals. It is approximately
54 x 75 inches in size.
3. Queen Bed – an extra-long, extra wide bed approximately 60 x 80

inches in size.
4. King Bed – an extra-long, extra wide bed approximately 78 x 80

inches in size.
5. Pull-Out Bed – a portable bed usually installed for an extra person

in the room.
6. Roll-Away Bed – bed that is inserted into a bed and pulled

out when used. It is advisable for small rooms as it is.
7. Sofa Bed – couch that is convertible to bed.
Room Status
During the guest stay, the housekeeping status of the

guest room changes several times. The various terms defined
are typical of the room status terminology of the lodging
industry. Not every room status will occur for each and
every guest during their stay at the hotel.

66
Changes in this status should be promptly communicated to the front office in order to
maximize room sales and revenue. Maintaining timely housekeeping status requires close
coordination and cooperation between the front desk and the housekeeping department for the Non-
Automated / Semi-Automated hotels.
OCC - Occupied: A guest is currently occupied in the room

Stay over: The guest is not expected to check out today and will remain at least one more
night.
 On-Change: The guest has departed, but the room has not yet been cleaned and ready for
sale.
 DND - Do Not Disturb: The guest has requested not to be disturbed
 Cleaning in progress: Room attendant is currently cleaning this room.
 Sleep-out: A guest is registered to the room, but the bed has not been used.
 On-Queue: Guest has arrived at the hotel, but the room assigned is not yet ready. In such
cases, the room is put on Queue status in-order for the housekeeping staff to prioritize such
rooms first.
 Skipper: The guest has left the hotel without making arrangements to settle his or her
account.
 Vacant and ready: The room has been cleaned and inspected and is ready for an arriving
guest.
 Out of Order (OOO): Rooms kept under out of order are not sellable and these rooms are
deducted from the hotel's inventory. A room may be out-of-order for a variety of reasons,
including the need for maintenance, refurbishing and extensive cleaning etc.
 Out of Service (OOS ): Rooms kept under out of service are not deducted from the hotel
inventory. This is a temporary blocking and reasons may be bulb fuse, TV remote not
working, Kettle not working etc. These rooms are not assigned to the guest once these small
maintenance issues are fixed.
 LO - Lockout: The room has been locked so that the guest cannot re-enter until he or she is
cleared by a hotel official.
 DNCO - Did not check out: The guest made arrangements to settle his or her bills ( and thus
not a skipper), but has left without informing the front desk.
 DO - Due Out: The room is expected to become vacant after the following guest checks out.
 CO - Check-Out: The guest has settled his or her account, returned the room keys and left
the hotel.
 LC - Late Check-out: The guest has requested and is being allowed to check out later than
the normal/standard departure time of the hotel.
 EC - Early Check-in: Guest has requested for an Early Check-in and is being allowed
to check-in earlier than the normal/standard check-in time of the hotel.
 VC - Vacant and Clean - Room is Vacant and Cleaned by the housekeeper.
 VD - Vacant and Dirty - Room is Vacant and Dirty.
 VR - Vacant and Ready - Room is Vacant and Ready for Check-in
 OR - Occupied and Ready
 OC - Occupied and Clean - Room is Occupied and Cleaned by the Housekeeping.
 OD - Occupied and Dirty - Room is Occupied and yet to be cleaned by the housekeeping.
 V/C or O/V - Status Unclear - (Either the room is Vacant and Clean or Occupied or Vacant)
need to be verified by the Housekeeping staff.
 VCI - Vacant, Cleaned and Inspected - Room is Vacant, Cleaned and Inspected by the
Housekeeping Supervisor.
 H/L - Heavy Luggage - Guest has Heavy or more luggage than usual.
 L/L - Light Luggage - Guest has light or very less luggage.
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 N/L - No Luggage - Guest has no luggage also known as Scanty Baggage.
 DL - Double Lock - Guest has put a double lock in the room.
 CL - Chain Lock - Guest has placed a Chain Lock in the room.
 HU - House Use - Room is used by the hotel staff or someone staying from the management
team.
 NCI - Newly Checked In - Room was checked in within the last one to two hours.
 NS - No Show - A guest who made a room reservation but did not register or Check-in.
 SO - Sleep Out
 SR - Service Refused - Guest refused to clean the room.
 V - Vacant
 MUR - Make-Up Room
Terminologies used to describe various Types of Guests
1. Very Important Persons (VIP) – refer to a well

renowned guest like a high ranking official or an
executive who warrants special treatment and
handling.
2. Very, Very Important Person (VVIP) – is a
highly renowned person who deserves extra special
treatment. Example: dignitaries, ambassadors, etc.
3. Free Independent Traveler (FIT) or Foreign
Individual Tourist – refers to a tourist or a
traveler who is traveling alone or is not with any
tour group.
4. Joiner – is a person joining other guests in the
same room?
LIST OF ROOM AMENITIES IN COMMERCIAL HOTELS, RESORTS AND LODGING

HOUSES
Standard Room Amenities for all Commercial Lodging Houses
A. BED ROOM AMENITIES
ITEMS / SUPPLIES
1. DND (Do Not Disturb) Sign – placed
at the doorknob.
Make-up sign – placed at the doorknob.
2. Closet – with at least 4-6 hangers

inside.

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3. Beds
a. Single Beds – 36 x 75 inches
b. Double Beds – 54 x 75 inches
c. Queen Bed – 60 x 80 inches
d. King Bed – 78 x 80 inches
e. Roll-Away Bed – installed for an
extra occupant in the room.
4. Bed Linen
a. Bed Skirting – placed in the box
spring (if the bed has a box
spring).
b. Bed Pad – placed on top of the

mattress as protection against
stains.
c. Bed Cover – (may be a comforter

or duvet) placed on top of the
finished bed.
d. Flat Sheets – the size must fit the

size of the bed.
e. Pillow – with a pillow slip and a

pillow case. One pillow per
occupant.
Decorative pillows maybe added

to add appeal to the bed.
5. Luggage Rack – it may be placed at

the foot of the bed.
6. Dresser Table – with vanity mirror

and a dresser chair
Placed inside the bedroom.
7. Television Set – for guest’s

entertainment and relaxation.

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8. Wall Lamp - posted on the wall.
Table lamp – placed on nighttables or

dresser table.
9. Night Table – with table lamp. On

top of the table is a telephone, in
house phone directory, room service
menu; under the table is a safety and
security booklet and bible.
Place it beside or in-between the

2beds.
10. Coffee Table - with at least 2 chairs
11. Guest Folder or Compendium –

contains envelope, stationary, ball
pen, post card, directory of hotel
services, guest comment survey,
“where to find me” safety handbook
and other information.It is placed on
top of the dresser table or night table.
House rules for guests may be placed

inside the guest folder or posted at the
back of the door.
The safety manual containing safety
measures during an emergency can be
placed inside the folder or on the
drawer.
12. Room Service Menu – may be placed

on top of the nite table or the coffee
table or inserted into the guests’
folder.

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13. Service Tray – with thermo jug filled
with cold water; 2 glasses with cover.
14. Telephone – with in house telephone

directory.
Placed on top of the nite table.
15. Evacuation Route/ Fire Exit

Directional Signs – usually posted at
the back of the entrance door.
16. Garbage Can – underlined with

plastic liner.
One inside the bathroom beside the

toilet bowl (right side); one inside the
bedroom.
17. Laundry Bag with Pressing/

Laundry List- this is folded and
neatly placed inside the drawer of the
dresser, together with the laundry list.
18. Shoehorn and Shoe Cloth – placed

inside the closet.

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19. Safety Deposit Box – for keeping
guests valuables inside the room. It is
usually placed inside the closet.
C. BATHROOM AMENITIES
ITEMS / SUPPLIES
1. Bathroom Linen
a. Bath towel 25” x 54” 500 grams
b. Hand Towel 18” x 33” 150 grams
c. Face Towel 13” x 13” 60 grams or
wash cloth
2 towels per room
1 towel per occupant
2. Bath Mat 20” x 30” 450 grams.
To be hanged on the side of the bath tub

9if there is any)
3. Toilet Tissue – rolled into the tissue

dispenser inside bathroom.
4. Amenity Basket or Tray – containing:

hair shampoo and conditioner, lotion,
morning kit. Shower cap, soap, body
scrub, bubble bath if a bath tub is
installed.

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5. Sanitary Bag – placed in the sanitary
bag holder (bath room)
6. Shower curtain or shower partition
D. LUXURY AMENITIES
ITEMS / SUPPLIES
1. Bathtub – usually installed for Deluxe

and Superior rooms.
2. SMART TV
3. Bathrobe – in a bathrobe tray
4. Water heater with 2 cups and saucer.

Teaspoon and sachet of coffee, tea,
creamer and sugar and 2 bottles of
mineral water.

73
5. Refrigerator – mini bar items like
bottled and canned drinks, chocolates,
etc. are placed inside.
6. Sofa set
7. Recliners
8. Hair dryers for ladies, shaver for

men. Shaving kit contains shaver and
shaving cream. Placed in the amenity
tray or amenity basket.
9. Additional amenities for the amenity

basket.
 Slipper inside closet
 Sewing kit
 Morning kit (small package of
toothbrush & toothpaste)
 Comb sealed/wrapped in plastic
10. Facial Tissue – inside the dispenser if

any.

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11. Kitchenette – with microwave, coffee

maker and a set of cutleries, plates and
glasses.
Some amenities and Services for Deluxe Rooms and Suites
A. BEDROOM AMENITIES
 Air-conditioning  Writing Desk

 Electronic/magnetic key  In-room safe
 Slippers  Sewing kit (on request0
 Electrical adapters  Telephone
 Mini bar  Tea/Coffee maker with coffee and tea,
 Bottled water (complementary) sugar in sachet
 Extra bedding in room  Crib for infant upon request
 Dryer  Makeup/having mirror
 Bedside control panel with pilot
reading lights
B. BATHROOM AMENITIES
 Private bathroom  Bathtub

 Bathtub with Jacuzzi  Shower
 Fixed shower and bathtub  Shower cap
 Bathrobe  Shampoo
 Hair conditioner  Body gel
 Shower gel  Shower cap
 Toothbrush/toothpaste  Hot/cold water
 Toiletries  Towels –bath towels
Toilet tissue and facial tissue Hand towels and face towel
C. ENTERTAINMENT
 Cable/satellite television
 Cable channel: CNN

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 Cable/satellite TV; Colored TV; Smart TV
 CD player
 Mini-bar
 Movies/videos, pay-per-view
 Convenient in- house movie rentals
 Internet connectivity/ Wi-Fi
D. SERVICES
 Turn down service

 Direct dial for national and international calls with voice-mail-dual lines
 Baby-sitting service (surcharge)
 Alarm or wake up service
 Free in-room wireless and internet access
 Kitchenette with microwave, plates, glasses, utensils and electric stove
 Cocktail area-for visitors
 Electrical outlet: desk level
 Phone feature: voice mail
E. COMPLIMENTARY BENEFITS GIVEN BY SOME HOTELS
 An additional drink of your choice at the bar

 Buffet breakfast
 A bottle of sparkling wine
 Complimentary local land-line calls
 Complimentary unlimited in-room high speed internet connection
 Complimentary one hour of selected spa treatments for 1 person
 20% discount on laundry, spa a la carte treatments, all dining venues
FORMS AND DOCUMENTS INSTALLED IN GUESTROOMS

1. “WHERE ARE YOU: FORM – to be used by guest to indicate his whereabouts so that in
case someone comes or calls to locate him, the Front Desk can locate him?

76
Where are you?
Date: _____________
I will be at: ______________________________________
From:____________AM/PM to ___________________AM/PM
Comments/Message:
Name: _______________________________________
Room No.:_______________________
Signature: __________________________
(please leave this message at Reception Counter)
2. CUSTOMER FEEDBACK FORM – Is designed as a tool for gathering guest comments

and feedback on the room facilities and services so that the hotel can make the necessary
improvements.
GUEST COMMENTS FORM
To help us maintain in the best possible condition please comment on the little things that are out of
order and may have been overlooked by the housekeeping or maintenance Department.
Date: _________________ Room No.:___________ Time: ___________
Please leave this in your room for pick up room attendants or directly at the Duty Manager’s desk if
you want prompt action.
Thank you for your cooperation.
3. ACKNOWLEDGEMENT RECEPT – This form is designed as a control tool whereby the

guest is made to acknowledge room supplies and mini bar items installed in his room.
Without this form, the guest may deny the count or his consumption, giving room for
argument and misunderstanding.

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ACKNOWLEDGEMENT RECEIPT
GUESTROOM ITEMS AND MINI BAR ITEMS
GUEST NAME: _____________________________ ROOM NO.:______________________

ARRIVAL DATE:____________________________ DEPARTURE DATE;_______________
CHECK-IN BY ROOMBOY:____________________ CHECKED OUT BY ROOMBOY:______________
CHECK-IN TIME:____________________________ CHECKED OUT TIME;______________________
Dear guest:
Listed below are standard guestroom items and mini-bar items inside your room. Please check if all items are in place
and in order and advice our room attendants of any missing item. May we also request you to sign to acknowledge said
items?
For early check outs, please advise our reception clerk so that we can prepare your bills and check out slip in advance.
Thank you for your Cooperation

QUANTITY OF GUESTROOM ITEMS QTY. OF MNI BAR ITEMS
Check-in Check out Check-in Check-out
Bed Cover SMB

Bed skirt Cali
Bed pad Coke
Blanket Sprite
Bed sheet RTO
Pillow case Mineral Water
Bath towel OTHERS
Bath mat
Tray
Glass T.
Coaster
Thermo Jug
Ash Tray
Hangers
Slippers
OTHERS:
Guest signature Front Desk
4. HOUSE RULES FOR GUEST – This form provides

policies and regulations that could minimize, if not
eliminate abuses on the part of guests particularly on
behavior that could create serious damage to property
or disturb other guests.

78
LEARNING ACTIVITY:
1. Assume that you are going to open a standard hotel with the following facilities:
Quantity Rooms Price per Number of

Room Beds/Rooms
20 Standard twin rooms P 1,500.00 2 single beds
15 De luxe double rooms P 2,500.00 1 matrimonial bed
10 De luxe family rooms P 3,000.00 1 matrimonial, 2 single
5 Junior suites P 4,000.00 1 queen bed, 2 single
1 Executive suite P 5,000.00 1 king bed, 2 single
Prepare a list of room amenities per room.
Fixtures/Amenities Standard Deluxe Deluxe Junior Executive

twin Double family suites suite
room room

79
ROOMS CLEANING AND MAINTENANCE PROCEDURES
Preparations for Quality Housekeeping

A. Prepare for the Job.
 Be on time! Time-in at the Bundy clock or timesheet.

 Come to work clean and properly groomed-clean
uniform, right shoes (well-polished, hair neatly
combed, etc.)
1. Get your daily schedule and daily assignment from your supervisor.
2. Determine the tools and equipment needed including the cleaning supplies and
chemicals, forms, room amenities, etc.
3. Secure the needed tools, chemicals and supplies from their storage area and
account for them.
4. Get keys (if you are the room attendant)
5. Load and arrange supplies in the trolley or in a caddy box.
6. Report for briefing.
B. Set Priorities
1. Secure a room status report from your supervisor.

2. Prioritize rooms cleaning as follows:
 First – check-out rooms, especially those
blocked for arriving guests
 Second – rooms with make-up request of
guest

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 Third – occupied rooms without request and without a “make-up” sign
 Fourth – vacant rooms that need follow-up
For Supervisors:
1. Check the latest room status. Highlight rooms that must be prioritized.
2. Get the print-out of room night report then transfer it to the discrepancy report.
3. Know all the expected check out for the day (to be highlighted)
4. Distribute to room attendants their respected assignments including the room status
report so that they have a basis in prioritizing the room cleaning.
5. Secure keys or card (whichever is used).
Stocking and Cleaning the Room boy’s Trolley

1. Clean and dust shelves and containers before placing the
guestroom supplies inside the trolley.
2. Check for threads that might have twirled around the wheels.
These threads will make it hard for the cart to be pulled, thereby
causing injury.
3. Check the rubber bumper if they are worn out.
4. Check the screw or any sharp edge that could catch your clothing
and could cause cuts.
5. Request for guestroom supplies like linen amenities, cleaning chemicals and cleansing tools
from your supervisor.
6. Stock the trolley with the requested supplies according to allocated par stock or according to
the numbers of guests.
7. Label all the chemical sprayers to avoid mixing them with other chemicals.
8. Stock the cart by putting all the guestroom amenities on the top shelves.
9. Place the folded bed sheets and towels in the second shelf of the cart.
10. Put all the chemicals at the lower level of the shelves including the tools like scouring pad,
rags, spatula, etc.
11. Vacuum cleaner, dust pan and soft broom are to be placed on one side of the room boy’s cart
(under the trash bag).
12. Clean the soiled linen canvas and put plastic under liner on the trash canvas.
When are Rooms Made-Up or Serviced?
1. Daily, unless the guest refuses a room make-up as when a DND sign is hanged on the door
knob of the guest’s room.
2. Whenever a room is vacated through checkouts.
3. Whenever there is a make-up request. The guest usually hangs in the door knob the sign
“Please Make-up the Room”.
Conducting a Room Check
Every morning, the floor/area supervisors, together with the room
attendant perform a routine room check in every guestroom purposely to
check:
 If the room is still occupied,

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 If the beds in the guestrooms were slept on,
 If there are unregistered joiners who occupied the room,
 If the guest is out and the room is ready for make-up,
 If the guest has soiled clothes for laundry, and
 If the guest is in good condition – neither sick nor high in drugs, etc.
Room check must be done with caution and tact. Some guests get very irritated when someone gets
into their room, especially in the morning when they are still sleeping or just woke up from sleep.
Entering Guestrooms
1. Houseman knocks the guestroom door thrice.
2. Announce. “Housekeeping”
3. Wait for two minutes.
4. Open the door.
5. Announce yourself and enter the room.
Greeting of guest:
 On seeing a guest, the staffs are greeting the guest depending on the time of the day along
with a smile.
 Use the guest name when known.
Answering guest queries:

 Find out the exact details required, by listening carefully and noting it down.
 Ask appropriate questions about requirements.
 Confirm all the details back to the guest at the time of enquiry to ensure correct
information.
 Give the required information. If it is a matter which will take time, tell the guest-
specified time in which you are able to get back to him.
 All guest queries have to be listened to attentively and dealt immediately in a smiling,
courteous manner.
 Staffs have to take personal responsibility for the guest queries and get back to the guest
within the specified time.
Doing a Room Check
1. Follow the procedures for entering guestrooms.

2. If the guest is in his room and there is no DND sign, wait for him to open the door. (introduce
yourself).
3. If the guest appears to be irritated or disturbed, apologize and explain why you have to do the
room check.
4. Do not insist on entering the room if the guest shows resentment of directly expresses that
he/she does not want to be disturbed at all.
5. Discreetly try to find out if there are unregistered joiners who slept with the registered
occupant. This has to be reported to the Front Office and a bill for “extra person” shall be
charged to the guest during the check out.
6. Also check the status of each room and indicate it in the room status report.
7. Check for unusual things in the room like a guest is sick or intoxicated or high with drugs and
need some help. Offer assistance when needed.

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8. Also check the guest if has clothes laundry.
9. Check for garbage that needs to be disposed and dispose them.
10. After the room check, thank the guest and wish him a pleasant day.
LEARNING ACTIVITY:
ESSAY:
1. Disadvantage of over stocking and under stocking maid’s cart/trolley?
2. Give few examples of guest room supplies loaded in cart/trolley?
3. After knocking the door how long should you wait? How to greet the guest?

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4. How to find out the guest requirements?
5. What has to be done if there is a delay in the requested service?
___________________________________________________________________________
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___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
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___________________________________________________________________________
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Rooms Make-Up Procedures

Supplies/tools needed: Room boy’s cart, equipped with amenities and supplies.
PROCEDURES DETAILS
Place the cart in front

of the room and knock. Follow procedures in entering a guestroom.
Strip off soiled items and place them into the linen
Empty all canvass of the cart. Replace them with fresh ones.
trashcans/baskets.
Empty trash into the trash bag of the cart; wash garbage
can with soap, then clean and wipe dry.
Wash and wipe the Rinse first then wash with soap and water; wipe dry, then
drinking glasses. Refill wrap them with glass bags or cover them with the glass
the Thermo jug. cover (whichever is used)
Meanwhile, spray cleaning detergent over heavily soiled
toilet bowls, walls, sink to soften the soil and come back
later for bathroom cleaning.
Make up the bed. Follow standard procedures for bed make-up.
Dust the furniture and

the fixtures, and then Follow standard procedures for dusting.
polish the mirror.
Clean/vacuum the Follow floor cleaning procedures; shampoo heavily

floor. soiled carpets; remove spots/stains on floors.
Make up the bathroom. Follow standard procedures for bathroom make-up.
Replenish other guest See list of standard room amenities. Place them in the
room supplies. right location.
Check overall Check if there is anything left unattended. Check also the
condition of the room. condition of amenities like TV, bulb, etc. also check if
there are safety hazards and report any to your supervisor.
Click the link to watch the video on “Housekeeping- room make – up Procedure”:
https://www.youtube.com/watch?v=umShPPmqwfM
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Make – Up of Check – Out Rooms
This job should be executed immediately by the

Floor/Area Supervisor and the assigned Room Attendant once
the room is vacated by the guest.
Materials needed: Room boys cart, equipped with amenities
and supplies.
STEPS PROCEDURES
1. Check for items left by guests. He might  If there is any, surrender it to the
return to claim the item. housekeeping Office and fill up the Lost and
Found Form.
2. Pull the curtains or blinds to make the room  Pull through the pulley.
brighter and more visible during the make-
up. Turn on the lights.
3. Adjust air condition temperature.  Adjust to desired coolness through the
thermostat control.
The room must already be cool once the
guest enters the room.
4. Remove soiled dishes used for room service  Place them at the service station for pick-up of
9if any) to prevent pest infestation and foul waiter or bring them to the dishwashing area.
odor.
5. Using hand gloves, strip the bed of soiled  Place soiled linen in the designated shelf for
linen and pillow cases and replace them. soiled items in the cart.
Soiled linen are to be replenished daily.
6. Clean the bathroom with hand gloves still on.  Follow standard procedures for bathroom
cleaning.
7. Remove hand gloves, wash and wipe dry the  Rinse first with hot water then wash with soap
drinking glasses to keep them safe from and water, wipe dry, then wrap with a glass
bacterial contamination. bag or place the cover 9if no bag is available).
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8. Clean thermos jug then refill it with cold  Clean with soap and water by using brush,
water. This will eliminate bacterial then refill with iced water.
contamination, if any. If mineral water is
used, have it replaced.
9. Make-up the bed.  See standard procedures for bed make-up.
10. Shampoo or vacuum the carpet and the  Vacuum if lightly soiled carpet and shampoo
upholstered furniture (if any). if heavily soiled. Follow standard procedures
for vacuum cleaning or shampooing.
11. Thoroughly dust all furniture and fixtures.  Follow standard procedures in dusting.
12. Polish mirror and all other metaled fixtures  For metaled fixtures like doorknobs switch
(made of metal like door knob). plates, thermostat control, use metal polish.
This can remove tarnish and restores the shine
and glow of the metaled fixture.
13. Replenish all room supplies.  Install them following standard quantity and
specified location.
14. Make-up the bathroom.  Follow standard procedures for bathroom

make-up.
15. Fix/close the curtains to prevent the sunrays  Close the light curtains completely. For the
from penetrating the rooms, thereby heavy ones, leave a distance of about 1 foot.
maintaining the room temperature.
16. Check the overall condition of the room,  See if the room is properly cleaned and made-
including installed fixtures and appliances. up and nothing is left un-attended.
RA will be answerable if there is any defect Also check the working condition of TV,
that is left un-attended due to his negligence shower, etc. check for safety hazards. Report
in making a thorough inspection. any deficiency to your supervisor for her to
make service request.
17. Close the door.

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18. Prepare the accomplishment report and  Use the prescribed form. Indicate any
indicate there in the room status. observed deficiency like leaking faucet,
Click the link to watch the video on defective
“Clean shower,
steps etc. anda declare
cleaning guest a room”:
status of
https://www.youtube.com/watch?v=kbXIjAI9lYkout of order.
Making- Up a Bed
Needed Materials:
Bed pad on top of the mattress
1st bed sheet on top of the bed pad
2nd bed sheet on top of the 1st bed sheet
Blanket on top of the 2nd bed sheet
rd
3 bed sheet on top of the blanket
Bed cover –comforter
or duvet on top of the finished bed
Pillow w/ slip and case at the head of the bed
Gloves use while stripping soiled linen
as protection against contamination
STEPS AND PROCEDURES
1. Gather the needed supplies and place them in

your cart.
Sizes of bed sheet should always be longer

than the bed so that it will be conveniently
tucked-in the mattress.
2. Using gloves strip off all soiled linen from

the bed and place them inside a plastic bag.
The gloves will serve as protection from
body fluids and bacteria often found in
used/soiled linen.
Be on alert of valuables possibly left behind

in the bed and surrender them to your
superior.

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3. If a bed skirt is used and it is already soiled,
replace it with a fresh one.
4. Remove gloves; lay down a fresh bed pad on

the bed. Keep it smooth-flat over the bed.
Secure it by tucking –in the garter on the
corners.
5. From the head side, lay down the first flat

sheet on top of the bed pad, with the right
side up.
If the bottom sheet is fitted, simply slip the

corner pockets onto the ends of the bed.
Tuck-in the undersides of the sheets then

miter all corners in such a way that the sheet
tightly covers the mattress.
6. Place the second bed sheet on top of the first

flat sheet, with the wrong side up. Smoothen
over and leave the edges hanging on the
sides.
Stretch out the flat sheet to the headboard

and let corners hang on the side of the bed.
7. Lay down the blanket on top of the second

flat sheet.
Stretch about 8-10 inches below the head

corner of the bed as shown.
Let the blanket hang on the sides, along with

the 2nd flat sheet.

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8. From the head side, fold and tuck-in the
edges of the flat sheet and position at about
8-10 inches from the top edges, same level as
the blanket.
Deluxe hotels put a 3rd flat sheet on top of the

blanket.
9. Tuck-in the edges of the 2nd sheet and blanket

and third sheet (if used) altogether
underneath the head end of the mattress.
Miter all corners and tightly secure them into

the mattress.
a. From the corner, pick up the side hem

and pull it towards you. Lift it, forming a
sharp triangle as shown.
b.Using the palm of your hand, smoothen
the hanging part and press it against the
mattress.
c. Tuck-in the creased triangle under the
mattress. Repeat the slant on the other
side of the head end.
Smoothen to make a neat appearance.
10. Lay down the bed cover on top of the

finished bed.
Spread the cover until it covers the whole

bed with edges hanging on the sides.
Stretch the cover on the head side such that it

can cover the pillow.

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11. Cover the pillow with a pillow case and lay it
on the head side of the bed.
Bring the corners of the cover from the head

side and fold/tuck them to cover the pillow.
Smooth over the bed to make a nice

presentation.
Another option is to place the pillows either

lying on the head side of leaning against the
headboard.
Accessory pillows may be added to add

beauty to the bed and as added comfort to the
guest.
Bed liners may be used for a more elegant

presentation.
12. Either leave the cover or duvet (if used)

hanging on the sides or they could be tucked-
in, with corners mitered.
Some standard hotels do not put a cover on

top of the blanket. This is not advisable for
the deluxe rooms.
Finished bed will look as shown.
There are hotels who tucked-in the hem of

the sheet on the foot side as shown. While
the sides remain hanging.
Click the link to watch video on “

Housekeeping training on bed making”: https://www.youtube.com/watch?v=AO21JYcJ2vo&t=16s

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Click the link to watch video on “Duvet bed making”: https://www.youtube.com/watch?v=yb_gLAZIfOw
Dusting of Furniture and Fixtures in the Guestroom
Needed Supplies:
 Clean rags or cloth
 Furniture wood polish
 Sprayer
 Metal polish for brass items
Dusting doors and windows:

1. From your caddy basket take a duster.
2. Fold duster into four folds.
3. Sprinkle with dusting solution and dust inside and outside of each door, frame and wooden
window frames.
4. For areas which cannot be reached use a feather duster and remove the dust and cobwebs.
Dusting mirrors and fixtures:

1. If mirrors are having wooden panels then dust them.
2. Wipe the mirrors with a damp cloth / sponge.
3. Wipe them again with a clean dry cloth from top to bottom
4. Dust the picture frames with the dusting cloth and Wipe them again with a cloth sprayed with
surface cleaner to give a polished finish.
Dusting dressing table and night stands:

1. Wipe the side, front, edges and top using dusting cloth.
2. Open the drawer and wipe inside in case of departure room.
3. Polish all surfaces using a cloth sprayed with surface cleaner solution.
Wipe and disinfect the telephone:

1. Pick up the receiver and listen for the dial tone.
2. Report any issues found on the telephone to the engineering department.
3. Spray disinfectant on the wiping cloth and wipe the mouthpiece and earphone.
4. Repeat the same steps on other room and bathroom telephones.
Dusting furniture’s:
1. Remove any items on the table.
2. Wipe the table surface with a wiping cloth sprayed with surface cleaner.
3. Start cleaning from the top and work towards the base and legs of the table.
4. Dust and wipe all chairs.
5. Dust all lamp shades and other fittings.
Dusting LCD TV, I-Pod dock and Alarm clock:

1. Turn off the TV, as it is easier to spot the dirt on the black surface.
2. For cleaning the LCD screen use, use a soft, clean, lint free, dry cloth or a microfiber.
3. Never use never use cleaning fluids, wax, or chemicals to clean the LCD screen.

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4. Wipe the frames of the TV with the same cloth.
5. Use a microfiber cloth to clean other electronic gadgets in the room.
General dusting Tips:

1. Wipe gently removing dusts and fingerprints.
2. High dusting that cannot be reached with cloth is with a feather brush.
3. Dusting is done with A/c on and main door open for aeration of room.
4. All areas are dusted with duster or feather brush whatever appropriate.
Click the video to watch on “Dusting a guestroom”: https://www.youtube.com/watch?

v=YHC9BXotFnw
Executing Night Service and Turn Down of Bed
Turn-down service is the preparation of a room for

a guest to sleep in by slightly turning back the comforter on
the bed, turning down the lights, and so on. Turn-down
service is performed in the early evening.The turn-down
service will also pull the drapes and put out the light.All
superior rooms have a nightly turn-down service.
Materials needed:
 Room boy’s cart complete with stock of supplies and
amenities
Turndown service:
 The evening boy takes the status report of the floor from the desk.
 Takes the floor key/card and sign for it.
 Take a round of the floor corridor to maintain it clean and tidy. Take out trolley.
 Vacant rooms to be serviced from 6.00 p.m. onward.
 By 10.Pm turn down service to be finished of all rooms.
 Departure rooms have to be cleared as per requirements.
Enter the guest room:

 Find out if the guest is in the room.
 Announce yourself before entering the guest room.
 In case the guest is wants you to come back later then, politely as the time for Position the
maids cart in front of the guest room.
Turndown the bed:

 Enter the room, empty dustbin and ashtrays.
 Remove the bedcover, fold it and place in the luggage rack drawer.
 Remove pillow from luggage rack and place it on the head of the bed.
 Make 90 angles with the second sheet.

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 Quilt and third sheet.
 Spread the foot mat on the side of the bed. [The side where the corner is made] and put
slipper on top of foot mat.
 Always give turndown from the telephone side or inner side of the bed.
 For double occupancy, both corner to be made.
Place turndown amenities:

 According to the hotel procedure place the turndown amenities on the bed. (E.g.: Flower,
Chocolate etc.)
 Place the Breakfast menu knob on the fold.
 Put on the bedside lamp.
Tidy the guest room:

 Look around the room and straighten or tidy anything that is out of order.
 If a room is messy it may require more extensive cleaning.
 Remove any room service tray, dishes and move them to the service pantry.
 Empty the trash cans and replace the wastebasket liners.
 Do a quick vacuum if required.
Tidy the bathroom:

 Neatly fold used towels.
 Wipe the vanity area if required.
 If required replace the bathing towel.
 Clear the dustbin if used.
Create a pleasant atmosphere:

 Turn on the bedside lamps.
o Close the drapes.
o Draw the curtains so that there is no light coming from the corners or centre.
o Set the A/C temperature to what was set by the guest.
o Double check everything, lock the room and leave the guest room.
o Update the status report.
Click the video to watch on “How to provide turn-down service”: https://www.youtube.com/watch?

v=p8xUWHegltU
Night Service
Night service starts by late afternoon up to 6:00 AM
the following day.
Before leaving, the outgoing supervisor must endorse
all unaccomplished tasks and important instructions like
pending service requests to the incoming night shift
supervisor. These instructions must be logged down in the
logbook. When the incoming supervisor reports for duty, he
must immediately check the logbook for instructions. The keys should also be properly endorsed
following the key handling procedures.
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Tasks if midnight service crew usually include:
 Follow up or completion of unfinished tasks by earlier shifts;

 Attending to guests request like installation of extra beds, etc.
 Preparation of reports and
 Make up of late check-out rooms.
The Night Shift Supervisor upon reporting for duty shall accomplish the following routine tasks:
1. Time-in at the attendance logbook of the Housekeeping office.
2. Get the master key and sign at the logbook to acknowledge receipt.
3. Check the attendance, grooming and uniform of room attendants.
4. Give instructions/reminders to room attendants on duty (RE:PM shift endorsement)
5. Attend to the replenishment/set-up of mini bar.
6. Accomplish mini bar vouchers/receipts
7. Check the actual status of guestrooms and update the room status report
8. Check whether the cleaning of rooms is accomplished in accordance with prescribed
standards
9. Check if supplies are adequate or need to be replenished.
10. Check items needing maintenance or repairs.
11. Accomplish service request for defective items and endorse them to the Engineering/facilities
maintenance office
12. Follow-up with engineering office any pending service requests.
13. Open rooms for technicians who will undertake repairs in guestrooms
14. Log down in the logbook unusual incidents/endorsements, etc.
15. Attend to late check-outs or make up requests.
16. Time-out at in the attendance logbook after work.
Conducting Room Inspection

This task is performed by the Floor/Area Supervisor before the room is sold for occupancy.
STEPS INSTRUCTIONS
1. Have pen and paper ready.  Place them in your clipboard or folder.
2. Knock gently before entering the room to  Press the button (for doorbell).
check if there is someone inside.
3. Proceed with the chain lock.  Hold it to check whether the installation is
firm.
4. Do the inspection clockwise or counter  Do it part by part so as not to miss any item.
clockwise. Begin from the closet door to the luggage
rack, then to the writing table, coffee table,

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and beds down to the bathroom.
Concentrate on one area of the room first

before going to the other areas. Check the
closet door if it is swinging, derailed or has
scratch marks. Check the closet light if it is in
working condition. Check the hangers and
place all hooks in one direction.
Find out if there is a need to change the bulb

or if any repair is needed.
5. Check the shoehorn inside the closet (if  See if the hook hangs on shoehorn.
available) 9make sure there are 2 pieces of shoe cloth
inside)
6. Proceed to the luggage rack.  Find out if there are dusts or scratches that
need attention.
Check the drawer’s for any item left by the

guest and if there is any, surrender it to the lost
and found section.
Check the cleanliness of any picture frame

hanging on the wall.
7. Check the condition of the television (TV)  Switch it and tune to the different channels to
set. check if it is in working condition. Should
there be any defect, inform the supervisor who
will make a request for repair.
Check if thoroughly dusted.
8. Check the laundry paraphernalia.  Find out if the needed items like laundry bags
and laundry list are available.
9. Check the coffee table.  Check whether thoroughly dusted – both table
and chairs.
Check whether the easy chairs are properly

placed at the sides of the table.
10. Check the Nite table (if used), telephone,  Make sure that all parts of the nite table,

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radio and alarm clock. including the bulb, body, etc. are thoroughly
dusted. Check whether the bulb is in working
condition, and equipped with the right
wattage. Telephone should be disinfected with
alcohol or Lysol.
 Check if forms like memo pad, maintenance

form, “where to find me”, etc. are available
and properly installed. Check if the radio and
the alarm clock are functioning properly. Any
defect or damage should be immediately
referred to the facilities maintenance section
for corrective action.
11. Check the beds.  Check whether the linen is fresh and properly
installed.
12. Check the air-con.  Check whether air con is in working

condition.
13. Check the bathroom.  Check whether:
Mirror and marble walls are thoroughly dusted

and without dust and scratches.
Mirrors are properly cleaned or polished.
Fixtures are free of water and soap marks.
Supplies like towels and facial and toilet

tissues are complete or need to be replenished.
There is any defect in tiles, walls, sinks and

lavatory and indicate any defect in the report.
For any noted defect, make a service request

immediately after the room check.
Towels should be complete, clean and properly

folded and installed in the towel rack. Place
towels in the towel rack.

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Switches, lights, water supply (hot and cold)
flasher and shower should be checked if they are
functioning properly.
14. Check for any other defect in cleaning and  Find out if everything is in order and
facilities. amenities are complete and properly installed.
Look around for any possible safety hazards

that might have been overlooked.
15. Make a room status report.  Rooms are not supposed to be sold for
occupancy until they have been thoroughly
This report goes to the desk clerk to serve as checked for cleanliness and safety and that the
guide in assigning rooms to the guests. required amenities are properly installed.
Release or declare the room vacant and ready

for sale room (VR) if everything is in order.
Place OOO (out of order) status if there is a
defect in facilities or a safety hazards is found.
LEARNING ACTIVITY:
1. What should be done before taking out the trolley to the guest corridor for evening service?
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2. On what angle the second sheet to be folded?
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___________________________________________________________________________
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3. What all to be checked while tidying the guest room?

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4. How to create a pleasant atmosphere in the guest room?

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5. What are the things that need to be checked when doing a room check?
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Replenishment and Maintenance of Bed Linen
Replenishment of linen
1. All soiled linen items should be replaced with fresh ones:
 Bed sheets, pillowcases should be replaced daily.
 Towels, hand towels, washcloths and bathmat should
be replaced daily if they are used by the guest.
 Blankets and bed covers should be immediately
replaced once they are soiled.
 All linen items used by sick guests should be replaced
daily whether soiled or not and should be segregated
(in plastic bag) from the rest of the linen items.
2. Curtains should be replaced once soiled.
3. Request for additional linen items like pillows, blankets, etc. will be granted if they are
available. Once delivered, it should be immediately logged down by the supervisor or room
boy.
4. All linen items should be properly folded and installed in the right container. Shower curtains
9if made plastic) may not be replaced but should be washed and cleaned daily during the
room make-up. If a different curtain material is used, wash and dry it at least once a week.
5. New occupant shall be provided with a new set of linen even, if the ones used by a former
occupant are still clean looking.
6. The number and quality of linen to be used shall depend on the price of the room. Deluxe and
suite rooms require linen of superior quality.
Labeling and Turning of Mattress
As part of the preventive program of housekeeping,

mattress must be examined periodically to determine
their age, condition and durability. Likewise they shall
be turned at least four times a year to prolong their life.
Procedures:
1. Each mattress is marked with the purchase
month and year before its installation in a
guestroom.
2. Each mattress is labeled at the top and bottom on both sides with the month in which it
should be turned like: January, April, July, and October. Labeling by month is preferred to
coding with numbers.
3. The housekeeper should inspect the mattress from the top or bottom of the bed. If it will be
from the top, place the label as shown in figure A. if it will be done from the bottom.
4. When a mattress is turned by a Housekeeper, she should also vacuum both mattress and box-
spring thoroughly, check whether a repair or replacement is required and note down
observations in a report. She should also turn the box spring from the left side to ensure even
wear.
FIGURE A. Mattress Care

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Selection and Care of Bed Linen
1. Bedspreads: throw-over bedspreads require less delicate material

than fitted covers. Most materials that are suitable for curtains can be
used for bed covers. In calculating the required quantity, the pattern
should be taken into consideration.
Fitted bedcovers have a center panel which is of the same size as the
bed surface. An extra flap is added at the top of the cover so that this
portion can be folded to cover the pillow.
Choose bed sheet materials that are easy to wash. They

should be grease resistant in as much as guests often sit
or lie on the beds. Besides, hotels rarely change the
bedspread.
A soft, loose woven fabric is not advisable for a bed
cover since it’s shape easily gets distorted. A shiny satin
type of fabric will be better. The material should also be
fire resistant, especially when there are people who
smoke in their bedroom.
2. Bed Pads: acts as padding between the mattress and the sheet, giving
the guest additional comfort, especially when the mattress is buttoned.
It also serves as under blanket, giving the body additional warmth as it
absorbs excessive body moisture. Bed pads also protect the mattress
from any spillage or soiling. In modern hotels, a bed pad is flat, with
quilted cover that goes over the mattress. They are made from white
Terylene filling which can be laundered easily. Bed pads should be
laundered regularly as they may contain a lot of soil or even bacteria.
Handling Lost and Found Items

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An item left behind by guest either in the room or
in public area identified by any staff and brought under the
notice of Housekeeping is termed as “Lost and Found”
item.
There should be one dedicated location to receive

lost and found items whether it is found in guestrooms,
meeting rooms, public area or restaurants.
The lost items must be secured in a locked closet or area that has highly restricted access.
Employees are instructed to bring items to lost and found area, with valuables receiving
immediate attention.
 All items received to be recorded in a lost and found register.

 All items regardless whether it is valuable, non-valuable items and perishable items must be
recorded on the Lost and found register.
 Items should be put in a plastic bag noting the serial number from the register, place found,
date, name of the person found the item etc.
 Valuable items like Jewelry, mobile, wallets, laptops, iPod’s etc. must be stored in a locker.
 If the Property management system has Auto trace functionality then put a trace on the guest
profile stating the there is a lost item held with the housekeeping department.
 Send Email to the guest to notify the guest about the lost item ( as per the hotel policy )
 When guest calls up the hotel to ask about the lost item, only the person who maintains the
lost and found register should revert to the call.
 Once the item is sent to the guest / collected by the guest authorized person an appropriate
entry to be made on the system.
The lost and found items are classified as follows:
1. Valuable items.
2. No valuable items.
3. Perishable items.

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Valuable Items:
 One separate Register is maintained for Valuable lost and found items and the items are kept
in a safe Deposit Locker.
 Valuable items are kept for a period of six months ( as per the hotel policy),
 If there is no response from the guest, auction to be conducted.
Non valuable Items:
These category items are kept for three months in safe custody after making necessary
entries.
If there is no response from the looser till the time, these items are to be disposed of. E.g.: To
be distributed to the finder.
Perishable Items:
 Perishable nature lost and found items are kept for three days.
 In case of any quarry and need to keep further is to be done accordingly.
Handling of Room Keys
Housekeeping staffs should have a good knowledge about the types of keys and locks used in
the hotel
Issuing floor keys to room maids:
 Issue the floor key to room maids only after getting the signature on the key register.
 Room maids should never give the floor key to any guest or other hotel staffs.
Collect keys at the end of each shift:

 When room attendants return the room key ask them to sign on
the key control register.
 Return the keys to the security department and get signature
from the security staffs who are taking over the keys.
Handle grand master keys and section master keys:

 Only people authorized to check out grand master and section
master keys should handle them.
 If un-authorized staff wants to handle these keys for any special
cases, then a proper approval must be taken from either Asst.
Housekeeping manager or Executive Housekeeper.

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 Do a follow up with the staff that was taken these keys if the same is not returned in
stipulated time. If you find anything suspicious then report the same
to the managers.
Control Emergency Key:

 Emergency key should be stored in a key locker with a breakaway
seal.
 Only in case of emergency the seal shall be broken to take the key.
 Open the sealed envelope and take the necessary key from it.
 Give the emergency key to the appropriate personnel.
 Whenever the emergency key is taken the same shall be mentioned
on the housekeeping log and also on the key register with the detail
explanation of the incident.
 Return the key to the emergency locker.
Handle Lost keys:

 In case any keys are lost then inform the HK executive / supervisors immediately.
 Record the same on the lost key register.
 Mention the a detail note on the lost key register with Date, Room attendant’s name,
reason for the loss if any, remarks.
 After receiving approval from executive housekeeper prepare a new set of the lost key
(Electronic keys) for metal keys give new requisition to maintenance.
Take regular key inventory:

 Perform floor key inventory every one to two weeks.
 If any keys are missing and follow the steps under ‘Handle lost keys’.
Handling Guest Request Promptly
Given that housekeeping staff are usually very busy

trying to achieve the tasks set for them by the Executive
Housekeeper on a daily basis (which are essentially the
servicing of departing and staying guest rooms), they must
still ensure they handle any requests from in-room guests in
addition to their allocated workload and do so in a polite and
friendly manner, in accordance with all relevant house
policies and procedures.
If the room attendant cannot assist the guest immediately, they should at least acknowledge
the guest’s request and advise them when assistance will
become available.
There may also be times when a guest makes a

request and the room attendant cannot provide an
immediate answer as to whether or not the request can
be fulfilled.

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In such instances, the room attendant should seek out accurate information to satisfy the
guest’s requests, or pass on the request to the appropriate department (or the Floor Housekeeper) for
action and follow up.
The guest should always be told of how their request is to be dealt with and kept informed
about the progress of the request.
The basis for providing excellent levels of customer service in housekeeping.In order to
ensure the comfort and wellbeing of guests, housekeeping must develop a good relationship with
guests.
This can be achieved by:
 Good personal presentation – as determined by house requirements that apply to

uniforms and personal hygiene
 Greeting guests by name when known
 Providing excellent service at all times
 Not giving the guests the impression that serving their needs is a chore/imposition
 Not rushing service delivery as and when it is required
 Enquiring “Is there anything else I can do for you?”
 Finishing service delivery with appositive statement: “It’s been a pleasure”
 Providing information to guests (about the property, the local area, tourist attractions,
transport, local customs, currency etc.) – and not just providing service in terms of
specific housekeeping duties
 Assisting guests in public areas (such as the corridors of their floors or in lifts) or in
room when they see them struggling with their luggage. The assistance may simply
involve offering to call a porter to assist
 Smiling
 Handling complaints in a professional manner
 Providing a safe and secure environment for the guests while they are staying in the
establishment
 Respecting the guest’s need for confidentiality and privacy
 Having excellent product knowledge about the appliances, items, features in guest
rooms.
For room attendant to provide excellent service, they must know the importance of making
guests feel safe, secure and welcome while they are away from home.
LEARNING ACTIVITY:
1. Why it is importance for the housekeeping staff to have a good knowledge about types of
keys and locks?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

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___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
__________________________________________________________________________
2. What is the process for issuing floor keys for room maids / room boys?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
__________________________________________________________________________
3. What should be an ideal frequency for key inventory? Elaborate your answer.
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
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ASSESSMENT:
DIRECTIONS:Perform the following procedures in actual. Follow the scheduled date given by your
Instructor.
1. Make-up check out rooms
2. Room check
3. Turn down of beds.
PERFORMANCE RATING:
Make-Up of Check – Out Rooms YES NO
1. Check for items left by guests. He might return to claim the item.
2. Pull the curtains or blinds to make the room brighter and more
visible during the make-up. Turn on the lights.
3. Adjust air condition temperature. The room must already be cool

once the guest enters the room.
4. Remove soiled dishes used for room service (if any) to prevent pest
infestation and foul odor.
5. Using hand gloves strip the bed of soiled linen and pillow cases and
replace them.
6. Clean the bathroom with hand gloves still on.
7. Remove hand gloves, wash and wipe dry the drinking glasses to
keep them safe from bacterial contamination.
8. Clean thermos jug then refill it with cold water. This will eliminate
bacterial contamination, if any. If mineral water is used, have it
replaced.
9. Make-up the bed.
10. Shampoo or vacuum the carpet and the upholstered furniture (if
any).
11. Thoroughly dust all furniture and fixtures.
12. Polish mirror and all other metaled fixtures (made of metal like door
knob).
13. Replenish all room supplies.

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14. Make-up the bathroom.
15. Fix/close the curtains to prevent the sunrays from penetrating the
rooms, thereby maintaining the room temperature.
16. Check the overall condition of the room, including installed fixtures
and appliances.
17. Close the door.
18. Prepare the accomplishment report and indicate there in the room
status.
Doing Room Check
1. Follow the procedures for entering guestrooms.
2. If the guest is in his room and there is no DND sign, wait for him to
open the door. (Introduce yourself).
3. If the guest appears to be irritated or disturbed, apologize and
explain why you have to do the room check.
4. Do not insist on entering the room if the guest shows resentment of
directly expresses that he/she does not want to be disturbed at all.
5. Discreetly try to find out if there are unregistered joiners who slept
with the registered occupant. This has to be reported to the Front
Office and a bill for “extra person” shall be charged to the guest
during the check out.
6. Also check the status of each room and indicate it in the room status
report.
7. Check for unusual things in the room like a guest is sick or
intoxicated or high with drugs and need some help. Offer assistance
when needed.
8. Also check the guest if has clothes laundry.
9. Check for garbage that needs to be disposed and dispose them.
10. After the room check, thank the guest and wish him a pleasant day.
Turn Down of Beds
1. Find out if the guest is in the room. Announce yourself before

entering the guest room. In case the guest is wants you to come
back later then, politely as the time for Position the maids cart in
front of the guest room.
2. Enter the room, empty dustbin and ashtrays.
3. Remove the bedcover, fold it and place in the luggage rack drawer.
4. Remove pillow from luggage rack and place it on the head of the
bed.
5. Make 90 angles with the second sheet.
6. Quilt and third sheet.

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7. Spread the foot mat on the side of the bed. [The side where the
corner is made] and put slipper on top of foot mat.
8. Always give turndown from the telephone side or inner side of the
bed.
9. For double occupancy, both corner to be made.
10. According to the hotel procedure place the turndown amenities on

the bed. (E.g.: Flower, Chocolate etc.)
11. Place the Breakfast menu knob on the fold. Put on the bedside lamp.
12. Tidy the guest room and bathroom.
13. Turn on the bedsides lamps.
RATING
Remarks:

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UNIT 4: PROVIDING LINEN AND LAUNDRY SERVICE
LEARNING OUTCOME:
At the end of the lesson, the student should able to:
1. Perform laundering linens and guest clothes.
Pre-Test
Multiple Choices: Choose the correct letter of your answer. Write the letter of your answer
in the space provided.
1. Which of the following machine used for removing stains from clothing, linens
and sheet with steam and stain remover?
a. Flatwork table c. Spotting table
b. Flatwork Feeders d. Steam presser
2. Which document for charging items that is placed in the room and used by the
guest?
a. Advice form c. Summary Sheet
b. Guest Laundry docket d. Damage form
3. Who does the recording, storage and issuance of linen?

a. Valet runner c. Linen attendant
b. Washer d. Dispatch clerk
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4. Which of the following is the process of counting all linen in circulation to

determine the stock level and identify losses?
a. Stocktake c. Stocks
b. Par stock d. Formula
5. Which document for charging items that is used within the laundry and is used
for summarizing all guest laundry with the charges?
a. Advice form c. Summary Sheet
b. Guest Laundry docket d. Damage form
TRUE OR FALSE: Write True if the statement is true and false if it’s not. Write your answer in the
space provided.
1. Hotel operators have full control over the quality of linen processing.
2. The hotel has total control over the quality of the laundering and finishing
processes.
3. When the laundry is located off-site, there is less flexibility.
4. An ongoing maintenance cost is an advantage of OPL.
5. Contracts need to be very detailed in dealing with outside laundry contractors.
6. Uniform hire companies are not part of laundry services.
7. In collecting guest’s laundry, assist guest if necessary.
8. Always sort linen by degree of soiling.
9. Linen items are usually counted after washing during the ironing and folding
process.
10. Carry out repairs is not part of laundry service.
CONTENT
IDENTIFY THE ROLE OF AN ON- PREMISE LAUNDRY
What is Laundry?
The linen and laundry section are responsible/in-charge of

processing all requests for laundry services like guest’s laundry,
employee’s uniform, and banquet function linen.
This section is managed by a Laundry Manager or

Supervisor. The following are the personnel in-charge:
 Valet Runner – picks up and deliver guest laundry;
 Sorter/Marker - sorts, clarifies and labels laundry items;

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 Washer – washing and drying guest laundry items and linen;
 Flat Ironer – iron linen that is used by food and beverage section and the
housekeeping department;
 Steam Presser – performs steam pressing of delicate/sensitive materials like wool;
 Dry Cleaner/Spotter – dry clean and does spot removal;
 Linen Attendant – does the recording, storage and issuance of linen; and
 Seamstress – does mending of guest laundry, employee’s uniform and other linens.
 Dispatch Clerk – will check the quantities and quality and ensure paperwork is
complete before the linen is delivered back to where it comes from.
In small lodging establishments with limited laundry jobs, it’s not practical to have many
laundry staff. The room boy can pick up or deliver laundry items to the guest, same with the
banquet attendant they can deliver used linen and pick up a new one. The ironer can also do a
steam presser.
In case the lodging establishment does not have sufficient laundry facilities, as common
practice by most establishments, they contracted commercial laundry service.
What is an On-Premise Laundry (OPL)?
This is where the laundry section located in a hotel where

facilities and equipment are sufficient and can process all linens for
use in rooms and in dining (restaurants), like dry cleaning and other
special requests.
Advantages of having an OPL:
 The hotel has full control of selecting and buying

the quality of the linen and the quantities required;
 Can control over the quality of the laundering and
finishing process;
 Scheduling of staff working hours, when to conduct
maintenance and repairs are controlled by the hotel;
and
 Generate revenue from processing guest dry cleaning and laundry items.
Disadvantages of having an OPL:
 The hotel has to outlay large amount of capital expenditure to purchase all laundry
equipment, installation and on-going maintenance as well on purchasing linens for
hotel room and restaurant and its on-going replacement;
 Space needed for installation of laundry facility, and ample space for storage area;
 Additional recruitment of employee’s;
 Purchase laundry supplies and utility costs; and

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 In case of machine breakdowns, laundry section may be idle, production may stop,
causing linen shortage and disruption of operation.
Advantages of using an Off-Site laundry:
 The service laundry provider is responsible for all capital expenditure of machinery
and linen;
 Utility, maintenance and staffing costs are carried by the laundry service provider;
 Scheduled deliveries and collection times are regular; and
 The hotel can budget all unit processing costs accordingly.
Disadvantages of using an Off-Site Laundry:
 Off-Site laundry providers may decline requests from hotel owners to purchase
specific styles of linen items;
 Hotel operator cannot control over the quality of linen processing;
 Hotel will assign staff to count all clean linen received and check label listing
contents of a delivery; and
 Because it is Off-site, there is less flexibility.
Dealing with outside laundry Contractors

The quality of linens provided specifying fibre
content and sizes of all items;
 The items that are to be provided or washed.
This will depend on whether linen will be leased
from the laundry or owned by the hotel and
washed by the laundry;
 The par levels to be maintained by either party;
 Days of the week that soiled laundry will be collected and clean items delivered
including frequencies of these e.g. twice a day or three times a week;
 Approximate delivery times – these must meet the needs of the hotel;
 The provision of transport equipment – whose responsibility is this? Will trolleys or
bags be used?
 Provision of service in the case of major equipment breakdowns or emergencies (e.g.
fire at the laundry);
 Procedures for rewash of linen received with stains (to avoid additional costs);
 Procedures for replacing linen that is worn or damaged (what is and isn’t acceptable);
 Procedure for charging the hotel should there be abuse of linen by hotel staff;
 Procedure for incorrect deliveries or shortages;
 How linens will be packed (consider logistics of the hotel);
 Procedure for compensation should the laundry damage hotel linen, staff uniforms or
guests’ laundry and dry-cleaning. This is usually stipulated on the guest laundry
docket to protect all parties;
 Provision of the necessary summary sheets, guest laundry dockets and laundry bags
for placement in the hotel rooms (who will pay for these and what do they look
like?);
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 How will processed guest laundry and dry cleaning be presented and packaged?
 Pricing for guests and staff laundry including possible discounts;
 Procedure for stock takes;
 Unit price per item processed;
 The security of all hotel linens;
 Contact persons at the laundry and/or hotel to deal with issues arising from the
contract;
 Payment terms;
 Length of contract; and
 Termination and renewal of contract.
Laundry Equipment
 Washer Extractor (washing machines) usually processing

high volumes of laundry loads, 30 times larger than the most
machine used in our house operates much higher speeds
compared to an ordinary washing machine and can be used in
small to medium laundry facilities.
 Tunnel Washer known as a continuous batch washer.

One of the most expensive types of washers and is
generally used in industries that have extremely high
volumes of laundry to process.
 Dryer (tumbler dryer) is the most common dryer used in
the industries for it can dry quickly and efficiently inside
a large rotating metal drum and has a capacity of 5 kg to
80 kg.
 Spotting Table a machine that usually used for removing stains
from clothing, linens and sheet with steam, and stain remover. A
perfect working table, height can be adjusted for safe ergonomic
work.
 Flatwork Ironer a machine that irons and dries table linen and
sheeting in one pass.
 Flatwork Feeders comprised of a series of clips that
automatically feed sheets on the ironer. Assist in feeding sheets and table
linen on to the flatwork iron.
 Flatwork Folder is attached to the flatwork ironer and is pre-programmed
to mechanically fold sheets and table linen. Folding mechanism can be
turned off when ironing small items.
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 Steam Presser used mainly to press clothes can also be used for small items like pillows and
table napkin. However, it’s not recommended to large quantities for its labor intensive.
 Laundry Cart (trolley) used for collecting guest dry cleaning bags
room guest rooms and delivering or transporting back the clean linen.
Other miscellaneous equipment needed for laundering operation:
 Mobile trolley with hanging rack

 Sorting table
 Shelves or pigeon holes for sorting and collating finished items
 Shirt folding machine
 Weigh scales. Used for weighing soiled linen before placing to the washing machine to
avoid overloading
 Fabric bags for collection of linen
 Chemical pumps and chemicals
 Press pads
 Packaging materials (baskets or cardboard boxes)
 Marking tape and tags
 Dry cleaning dockets and plastic bags
 Spotting chemicals, spatulas and tamping brushes.
Types of Laundry Chemicals
 Water allows the chemicals to be transported to the wash load and

carry away the soiled solution. The quality of the water is important
in determining which washroom chemicals will be chosen. Washing
at a temperature of 70C for approximately 25 minutes will kill most
of the bacteria in hotel linen known as thermal disinfection.
 Alkalis soil in linens is acidic in nature and in the first part of the
wash cycle is to neutralize the soils in the linen prior to main
washing and alkalis are being used. It assists in converting fats and
oils into the soap become water-soluble.
 Builders can be added to both alkalis and detergent. Their
function is to assist in water softening and increase the function of
the detergent to get better wash results.
 Detergents used to wash linen, allowing water to penetrate the
soil and hold it in suspension before rinsing. Most of the
detergents are synthetic, combined with builders to allow fats to
emulsify.
 Chlorine Bleaches act as sterilizing agents leaving linen in a sanitary
condition. It is usually used to white linen and remove stains excessive use of
chlorine can cause fabric damage and loss of tensile strength of linens.
 Antichlors usually added during the second rinse cycle with a high-water
level to makes white linen seem whiter by increasing light reflection.

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 Fabric Softeners softens towels and sheets to reduce lint to assist in ironing by reducing
static electricity on the flatwork ironer. They are absorbed into the fabric and form a
protective coating.
 Sours or Acids added in the final rinse to neutralize residual alkalis. White linen can turn
into yellow or grey if alkalis are not removed.
Precautions when Handling Chemicals

All chemicals are hazardous to long term health and can
compromise daily safety in the workplace. Stored or handled correctly if
they are not used. All employees must know all aspects of the chemicals
before using them:
 Every chemical is designed for specific purpose. Always refer to

their Material Safety Data Sheet (MSDS). Read carefully each specific information on
recommended usage and packaging size, hazardous nature, composition of the chemical, long
term health exposure consequences, safe handling and product information;
 All MSDS copy must be posted or available for staff to read in case of emergency so that
they know what they are dealing with;
 Always wear or use correct personal protective clothing and equipment such as safety
goggles or face masks, protective gloves, clothing and footwear when handling chemicals.;
 Never smoke or eat after handling chemicals. Always wash hands with soap and in running
water to avoid poisoning;
 Never mix chemicals at any time and always add chemicals to water not the other way
around;
 Always clean spills immediately to prevent falls and slips;
 Always use chemicals at the correct dilution rates;
 Always store chemicals correctly at the right temperature and in a secure area;
 Always use correct equipment for transporting and lifting chemical drum;
 Correctly labeled all chemicals for easy identification; and
 Dispose empty chemical container in accordance to waste disposal.
Types of Dry-Cleaning Chemicals

The most common dry-cleaning solvents in use today:
 Perchloroethylene a non-flammable chlorinated solvent it uses to remove solvent-

soluble soil such as oils, greases. Most common dry-cleaning solvent use. When not
in use, stored in a cool dark place.
 White spirit has been widely used for many years. It is a paraffin-based spirit that
has good grease removal properties but it is flammable.
 Hydrocarbon flammable because it’s a petroleum-based solvent suitable for use in
delicate garments.
Pre-Spotting Chemicals on the spotting table are the following;
 Ink remover;

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 Protein remover;
 Paint, oil and grease remover;
 Rust remover;
 Tannin remover; and
 All-purpose spot remover.
Documentation used for Monitoring, Controlling and Charging Laundered Items
Hotel has its own on-site laundry; most processes are documented
for future reference in charging for laundry or dry-cleaning service from
guests and for internal purposes to monitor operating costs.
Where the hotel is off-site laundry, the company will produce a

daily delivery docket and invoice with a monthly statement. All process
goods are itemized with all relevant charges.
Where hotels use a contractor to process guests’ laundry and dry-

cleaning, usually the hotel receives at least 10% commission for handling the goods but only 9%
comes to the contractor.
If the hotels provide a guest laundry and dry-cleaning service, the following is a brief
process:
 Room attendant places laundry bags and laundry dockets into the wardrobe or drawer
when cleaning the guest room. (see figure 1 – sample guest docket);
 Docket has all the common items listed with itemized charges for each item and it
triplicates depending on accounting process of the hotel;
 If the guest requires this service, the docket should be completed with the guest
name, room number and quantity of items to be process;
 The docket is then put into the bag and the guest may take it to the reception or call
housekeeping services;
 Hotel staff will collect the laundry from the guest room and must check the docket if
it is complete with all the guest details. If not, room number should be noted in the
bag;
 If the docket was not fill-in by the guest, the laundry may still be process but it will
not be returned to the guest’s room;
 If the laundry is off-site, laundry will be delivered to the central point within the
hotel to wait collection by the laundry driver;
 If the laundry is on-site, the hotel staff will directly deliver the bags to laundry for
processing;
 Staff will enter all guest items on a summary sheet where names and room numbers
of the guest recorded, whose laundry or dry-cleaning has been received for
processing;
 All the guest bags are placed into a laundry bag ready for collection;
 A copy of the summary sheet will be given to the laundry collector with all the
guests’ bags;
 The laundry will be then process for laundered and dry-cleaned;

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 A copy of the summary sheet will be returned with all the guest items for cross
checking and a list of charges for each guest;
 Laundry charge will be added to the guest account either done by the linen room or
housekeeping staff via computer entry or a copy of the summary sheet will be
forwarded to reception for posting;
 Line or housekeeping staff will then return all clean and checked items neatly
packaged to the guest room (see figure 2 – sample summary sheet);
 In many hotels, laundry items of guest garments with damaged condition, it will be
returned to the guest unprocessed advising the guest of this and request permission to
proceed. This is to minimize financial claim against the hotel by the guest; and
Laundry List
For collection Dial 1
Instruction: Please check (√)
□Laundry □ Dry Cleaning □ Pressing □ 1 Hour Pressing
□ Starch □ No Starch □ Fold □ Coat Hanger

Item Laundry Dry Pressing Guest Hotel Amount
Cleaning Only Count Account
2 pc suit $ 30.00 $ 20.00
3 pc suit $ 35.00 $ 25.00
Evening suit $ 35.00 $ 30.00
Overcoat/Raincoat $ 20.00 $ 25.00 $ 20.00
Jacket $ 15.00 $ 10.00
Vest $ 8.00 $ 5.00
Necktie scarf $ 8.00 $ 5.00
Trousers/Jeans $ 14.00 $ 15.00 $ 10.00
Shirt- Folded 9per item) $ 2.00 $ 5.00
Blouse – plain $ 2.00 $ 15.00 $ 10.00
Blouse – Silk $ 18.00 $ 15.00
Handwashing (per item) $ 5.00
All prices are inclusive of goods & Services Tax

Laundry/Dry-Cleaning or pressing Received by 10:00 AM will be returned same day Total: ____________
One hour pressing service is available 6:00 Am – 9:00 PM, Monday -Sunday
Articles required same day received after 10:00 AM will incur 50% surcharge
Express service (within 3 hours) will incur 50% surcharge
Public Holidays will incur 100% surcharge
Please indicate number of articles in the “count” column. In case of discrepancy, the Hotel count will be
considered correct. Claiming loss or damage must be accompanied by this list and be made within 24 hours
of delivery. Liability of loss or damage is limited to an amount not exceeding 10 times the cost of cleaning.
All care will be taken in processing, the Hotel however cannot be responsible for any loss of items left in
pockets, loss or radiation of color or shrinkage.
 In case a stain cannot be removed from a garment, attached a note to the garment to
advise the guest that whilst the garment has been cleaned, unfortunately the stain
could not be removed (see figure 3 – sample advice form).
XYZ Hotel Docket No. 1234
Guest Laundry & Dry-Cleaning Summary Sheet
Date: Completed by;
Quantity Polymark Room Surname Laundry Dry-Clean Press Total Charges

Number Number Only

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Legend:
□ Accounts
□ Laundry Copy
□ Cashier
Laundry Return
Guest Name: Room No.:
Your garments are returned as we have noticed the following defects:
□ Discolored □ Double Crease □ Stains □ Excessive Wear & Tear □ Cut/Tears

Should you wish to proceed with laundering, Please Dial 1
Items that required Laundering
 Sheets (all sizes;

 Pillow cases;
 Pillow protectors;
 Duvet covers;
 Mattress protector;
 Mattress toppers;
 Duvets (du; vei);
 Pillows (polyester or microfibre fill);
 Bath towels;
 Hand towels;
 Colored towels (beach towel or massage towel);
 Bath mats
 Face washers;
 Bathrobes;
 Table cloths (all sizes);
 Colored table linen;
 Napkins;
 Tray mats;
 Staff uniforms;
 Guest laundry
 Cleaning cloths;
 Tea towels;
 Glass polishing cloths; and
 Mops.
Items requiring Dry-Cleaning

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 Curtains;
 Cushion cover;
 Table skirting;
 Chair covers;
 Bedspreads and bed skirting;
 Blankets;
 Pillows (feather fill);
 Staff uniforms; and
 Guest dry-cleaning.
Guest Clothes Items that may be laundered or Dry-Cleaned in OPL
 Shirts;
 Undergarments;
 Socks;
 Tee shirts;
 Singlets;
 Golf shirts;
 Blouses;
 Dresses;
 Nightwear;
 Tracksuits;
 Gym clothes;
 Handkerchiefs;
 Jeans; and
 Baby clothes.
Items that may require Dry-Cleaning:
 Suits;
 Coats;
 Ties;
 Evening gowns;
 Dinner suits;
 Trousers; and
 Jackets.
Collecting Laundry for Laundering
Answering the Telephone
Answers telephone in line with your hotel’s procedures. Always use correct phrases:
 Always greet the guest with a pleasant voice, identify

the department and yourself. (Good
Morning/Afternoon, Laundry department, Mary
speaking, how may I help you);

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 Advice guest when will be the items collected. (Joe will be there shortly to pick-up your
items Mr. Park, please leave them on the bed if you are leaving in the hotel);
 Answer any questions from the guest in relation to service. (Is it possible to repair my shirt?);
and
 Know and familiarize the services that are available to the guest. (a two-hour pressing
service, for example, may incur a surcharge)
Procedures on collecting items from the guest’s room:
 Always knock the door 3 times or ring the bell and identify yourself in a loud and clear voice.
(Good morning/afternoon, laundry service);
 Collect the item immediately and leave the room and make
sure to lock the door;
 Cross or tick off the room number on your collection list;
 Check laundry docket if it is completed if it is empty, write
the room number/name on the outside bag to identify where it
came from and secure the bag closed so no items fall out; and
 Place the bags to the trolley for delivery.
SAMPLE LAUNDRY RUNNER SHEET
Date: Collected by:
Room Guest Name Laundry Dry Clean Press Only Time Collected & Special
number Instructions
111 Park URGENT -needs 2-hour wash
222 Jones
333 Lee
444 Bell
Picking up Guest Laundry and Soiled Linen
 Guest request for laundry pick-up may either through

the housekeeping or laundry office or through the front
desk;
 If the pick-up request is received by the housekeeping
office, the attending clerk must log down any
instruction or special request of the guest regarding the
processing of the guest’s items. Then call the linen
section to pick up the items;
 Upon pick-up of the guest laundry, if the guest is around
checked each item on the list in front of the guest. If the guest
is not around, checking will be done in the presence of a room
attendant or supervisor who will serve as a witness to any
noted damage;
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 If there are stains and damage found in the items, Damage Notice Form must be
accomplished to notify the guest or any discrepancy in the laundry voucher. The room
attendant will then bring the form to the guest and the guest shall acknowledge receipt of the
said notice by signing in the notice form.
 If the requested processing method of the item is not suited, notify the guest through the same
form indicating therein the recommended method;
 Report to the laundry manager if there are any valuable items left in the pockets and must be
indicated in the laundry voucher.
XYZ Hotel
Housekeeping Department
Laundry Damage Advice
Guest Name: Room No.: Date: Time:
We are returning to you the following items (specify each item)
We have noticed the following on the garment when it was sent to the laundry.
( ) discolored areas or spot ( ) deformity
( ) stains ( ) worn-out
( ) with shrinkage ( ) with cut/tears
( ) has shiny patches ( ) not fit with the process you requested
( ) Double creases
With the observed defect/s, we cannot guarantee that the garment will be laundered/dry-cleaned/pressed to your satisfaction. Please let
us know what you would like us to do.
( ) the other items are being processed to avoid further delay and will be delivered to you shortly.
Your comments:
Thank you
Guest Signature

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Attending Clerk
Transport Laundry Items
 Pick-up soiled linen must be delivered directly to the laundry via a chute from the guest floor.
In other hotel’s it will be collected manually from each floor and transported to the laundry
via lifts and corridors;
 The linen attendant shall pick-up the soiled linen from the laundry chute and then carries
them to the laundry area using a trolley. All soiled line that are gathered either from the chute
or delivered manually will be then recorded in a laundry log book (number of each pieces for
each item and damage if any); and
 It will be turned over to the laundry clerk who will acknowledge receipt of the item by
signing in the endorsement form or in the logbook.
Methods of Managing Linen Stock
1 for 1 method
In this system all items are exchange clean for dirty. Floors and restaurant are issued with an
agreed par level of linen. E.g. if the floor uses 350 bath towels then 350 clean towels will be returned.
At the end of the day, quantities are totaled, checked by the Housekeeping Supervisor and
sent to the linen room for replacement in exact quantities.
Top System
This system no par levels established so stock levels are just “topped up” daily and this may
lead to over stocking of items, uncontrolled costs, and shortage of linen.
Requisitioning System
In this system, hotel keeps a stock of linen items in the linen room. Restaurant will request
only what they need on a daily basis same with the hotel rooms.
Performing Laundry Functions
Sorting Laundry Items
How is Linen Sorted?
Linen is usually sorted as follows:
 Fiber type. It helps to expedite production by washing all

same items together;
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 Degree of soiling. Separate linen like kitchen clothes because it’s much greasier than those
used by housekeeping staff to clean the rooms;
 Colored linens. Separately white’s linen from colored linens; and
 Open out and Shake. Open out to ensure no waste within that might get into the washing
machine and Shake to spread out airborne bacteria into the atmosphere.
Items are sorted in to the following categories:
 Sheeting. When sorting through sheets and pillow cases, it is not uncommon to find soiled
tissues, or guest clothing (usually nightwear) removed in error by the room attendant when
stripping the bed. On occasions pillows may be inadvertently wrapped up in sheets and
children’s soft toys may also be found. It is important that these items be removed from the
linen before washing, noted and returned to the client at the end of the day. In the case of
nightwear being found, this should be laundered separately as a courtesy before being
returned;
 Pillowcases. These must be separated from sheets as they are washed separately. It is much
easier to separate them when dry. If they are washed with sheets, they will get twisted in the
final extraction and will be much more difficult to sort. This wastes time and slows down
production;
 Duvet covers. These need to be sorted from the sheets as they are also processed differently;
 Towels. These will need to be sorted from sheets as they are washed on a different wash
cycle because of fiber type and degree of soiling. In a hotel environment towels are usually
more heavily soiled than sheeting. Items found mixed with towels may include soap and
tissues and these all need to be removed prior to washing;
 Colored towels. Sometimes if there is a spa area, massage rooms or hairdresser within the
hotel, colored towels are used. These may be heavily soaked in massage oils or hair dye and
must be washed separately. Colored towels will always fade over a period of time;
 Bathrobes. These will need to have the belts removed before washing otherwise they may
get tangled in the wash causing damage to the belt loops on the robes. If there are pockets in
the bathrobes, these will also need to be checked for guests' personal items or old tissues etc.
Bathrobe belts will be placed into a mesh laundry bag before being placed in the machine;
 Table linen. This must be sorted to remove food scraps, cigarette butts, cutlery and
sometimes even pieces of crockery! Cutlery that circulates in a washing machine may cause
extensive damage to the mechanics of the machine and may necessitate the machine being
out of service for an extended period due to repairs. It may also cut and damage the linen that
is being washed. This will add pressure to the laundry operation if a machine has to be placed
out of service;
 White table linen must be sorted from coloured table linen to prevent dye runs;
 Tea towels. Those from the kitchen should be washed separately than those from the guest
rooms and bar areas due to the grease content. It is recommended to have different colours for
different areas of a hotel a) for identification and b) to reduce cross contamination. For
example, a greasy tea towel used by kitchen staff will leave smears on polished glasses! and
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 Cleaning cloths and mops. All hospitality operations require cleaning and so will have a
supply of cleaning cloths and mops. These may require laundering daily. Kitchen cloths
should always be laundered separately from those of Housekeeping due to having higher
levels of grease and fat contained within. Where colour coded mops are used for
Housekeeping and Kitchen areas, these must also be washed separately.
The most common stains found on bed and bath linen are:
 Perspiration;
 Hair oils;
 Body lotions;
 Cosmetics; and
 All body fluids.
Special note regarding body fluids
If bed and bath linen are found with large amounts of blood, feces, vomit or urine, this linen
should always be treated as potentially infectious linen. This linen should always be kept separate
from other lightly soiled linen.
The room attendant or cleaner should wear rubber gloves when handling such linen. Solids
should be flushed from the linen wherever possible prior to sending to the laundry. This linen should
then be placed directly into a soluble bag which is a heavy duty
polythene bag which is usually red in colour and tied with its own soluble tie. These bags can be
placed directly into the washing machines and are designed to dissolve in water. Where blood is
present the water temperature should be low as hot water will set the stain. This will then require
additional special treatment before rewash. The red bags alert laundry staff of potentially infectious
linen and reduce its handling. The bags are designed to dissolve from the outside on contact with
water in the first flush of the wash cycle.
The most common stains found on table linen are:
 Red wine
 Coffee and tea
 Lipstick (on napkins)
 Food colorings and food residue
 Salad dressings and butter.
Sorting Clothes and Uniforms
Categories for Sorting
 Washing;
 Dry-cleaning; and
 Press Only.
Washing
 Whites;

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 Colours;
 Dark colours; and
 Delicate items.
Dry-Cleaning
 Light colours;
 Dark colours;
 Lighter weight; and
 Heavier weight.
Fabric Care Labels
Most garments produce by the manufacturer worldwide have care labels sewn into each
garment. But most of the user it’s just a paper tag attached to the garment when purchased.
Counting Laundry Items
All guest laundry and dry-cleaning items are counted when received at the sorting stage.
Linen items that are received into laundry are counted at the finishing process which involves ironing,
folding and packaging.
Steps in counting guest laundry bags when delivered:
 Checked the quantities of items in each bag;

 Compare the quantities that the guest itemized. For the hotel count must be taken as
final and will be stated on the guest docket laundry;
 Quantities are marked as checked; and
 Mark by tags or tape and the sorted by categories for washing or dry-cleaning.
Counting Staff Uniforms
Staff uniforms are usually identified either by each staff’s name or number or by department
size. It will be counted by the laundry and sorted into different categories for washing or dry-
cleaning. These records will be kept for internal cost analysis.
Where staff uniforms are processed in the hotel laundry, priority will always be given to the
guest items due to the revenue it produces and the service ethic.
Counting Linen Items
Most counting is done in the finishing area. Quantities of ironed and folded items are
recorded. It should be manually recorded on an internal record kept at the end of each.
At the end of the working day, all records from both the towel folders and flatwork ironers
are then totaled and posted to a computer so that the production records are kept. This will help with
cost analysis at a later page.
Assess Stains on Items
Most common stains found on guest and uniforms are:

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 Food stains;
 Oils and fats;
 Ink;
 Perspiration;
 Blood and body fluids;
 Cosmetic stains; and
 Food coloring and dyes.
Identifying Stains
It is important to try and establish what each stain is and

treat accordingly. An
experienced dry cleaner will be able to recognize many common
stains and treat them easily. Some stains may be a combination
of products and so may require several
treatments. Many stains can be identified by appearance or smell.
Stains can be:
 Water soluble (salt and sugar);

 Solvent soluble (oils and fats);
 Insoluble (clay, carbon, sand);
 A dye. Many foods and soft drinks have colorings
added and in many cases the dry cleaner is faced with the challenge of removing localized
colour from a garment whilst retaining the colour of the body of the fabric; and
 Chemicals (nail polish, paints, inks).
Sorting – Marking Procedures for Unprocessed Items
Steps Procedures
1. Upon receiving laundry items, the sorted Segregate by bag the items that are for dry-
lines up the laundry bags according to the cleaning, for washing and for pressing.
time they are received.
2. Count and check all items in the bag to Take note the Following:
make sure that the count and
specifications tally with the ones in the
list.  Whether the type and count of items
tally with what is indicated in the
laundry list.
If there are any discrepancies, inform the

supervisor who will in turn notify the guest.

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 Check for damages and stains. If there
be any, inform the supervisor
immediately.
 Check for any valuables inside the

garment and turn over them to the
supervisor for safe keeping and later,
be sending to the guest.
 Pay attention to special

instructions/request indicated in the
list if any.
3. Mark/tag all items to be able to identify  Place the appropriate tag. E.g. blue
the required laundry process. for dry-cleaning and green for
washing.
4. Inform the supervisor if the guest has  Indicate other details like how it will
special instruction with regards to their be processed, time of delivery, and
laundry item. other services like mending.
5. Endorse items for processing to the 6. Item for dry-cleaning shall be

concerned laundry staff reminding them endorsed to dry-cleaner; items for
of special instructions of the guest if any. washing shall be spent to the washer
and those for pressing will be
forwarded to the presser.
To learn more on Sorting laundry item” just click the link to watch the video:
https://www.youtube.com/watch?v=YfmCwtOg0UY
The Washing Processes
The washing of linens and garments will be done in different types and sizes of washing
machines. For example, you would not wash eight shirts in an 80 kg washing machine nor would you
wash 500 sheets in a 5 kg machine. The volume of soiled linen or clothes will determine which size
of machine to use.
A washing machine washes, rinses and extracts water in the final cycle. Washing Machines in
a commercial laundry have the wash cycle programmed in several ways:

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 Pre-programmed card reader.
Where a washing machine uses the card system there will be a different card for each
item to be washed. The card is made of a heavy-duty plastic.
There will be a different card to use when washing white sheets than when washing
red napkins for example, these cards will be
clearly marked as to which items they are to be
used for.
These cards have a series of holes

punched into them usually by the chemical
supplier who designs the wash cycles according
to the chemicals required.
These cards are then inserted into the

card reader before switching on.
These cards programmed the machine to call for different water levels at different
temperatures and different chemicals at different times within the wash cycles. When towels
are washed, then the card marked" towels" will be used.
These cards do wear out so it is recommended to have several sets of cards for the
same wash cycles and a set of cards for each
machine that uses them.
 Micro-processor.
These are slowly replacing the cards

discussed above. The micro-processor is
attached to the machine and is also usually
programmed by the chemical supplier for
each item to be washed. It is more efficient
than a card reader but the operator must
remember to punch in the correct number assigned to each wash load prior to starting the
machine.
Some items may need to be dried in a tumble dryer whilst others are dried, ironed and folded
on an automatic flatwork ironer. Sheets, for example, will be removed from the washing machine and
go directly on to the ironer.
Towels will need to be dried in the tumble dryer and then folded either by hand or by a towel
folding machine.
Cotton polyester garments, such as large quantities of staff uniforms, may be placed on coat-
hangers and then dried and pressed by passing through a tunnel press.
When using any machine in the laundry, you must always follow the manufacturer’s
instructions. Follow all safety precautions and never use a machine you have not been trained to use.

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Washing of Laundry Items
Steps Procedures
1. Check garments for stains and damages.  Check the pockets for valuables left
by the guest.
 Check if there are missing buttons or

if there are stains or damages.
 Check if the garments is already

faded or discolored.
 Any discrepancies must be indicated

in a damage notice form which is sent
to the guest for his information.
2. Segregate laundry items.  The white items from the colored

ones; to prevent contamination of
colors during the washing process.
 Those that will be hand washed from

those that will be machine-washed.
 Heavily soiled to separate from

lightly soiled.
 Bath towel from hand towel
Flat sheet in one classification
3. Endorse any stained item to the spotter for  Upon receiving the items, the spotter
spot removal. must acknowledge by signing in the
endorsement form.
 For stained items, do soaking and

spotting before washing.
4. Pre-scrub all heavily soiled parts of  Use a laundry brush with soap and
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garments. water.
 Pay particular attention to the collars,

cuffs, pocket, hemline, waistbands
and armholes.
5. Load all the items for machine washing  Segregate white items from colored
into the washing machine. ones
 Those with heavy color must not go

with light colored items to prevent
cross contamination of colors.
Select the appropriate load size:  Use large load for large items
 Medium load for medium sized-items
 Small load- small size
6. Add washing detergent based on the  Use appropriate wash formula and the
recommended quantity for specific load required chemical dosage
size.
 Use detergent, alkali, bleach and
softener
 Use bleach for white items that are

heavily soiled.
7. Adjust the water temperature of the  Use “hot” temperature if garments are
washing machine. heavily soiled or white in color
 Use “warm” temperature for items

with bright colors and also those that
are lightly soiled
Adjust to “cold” temperature if items are for

permanent press.
8. Select the right wash cycle and time.  Use super wash cycle for heavily

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soiled items
For lightly soiled ones, a regular wash cycle is

more appropriate.
9. Clean the machine after using.

Follow manual instructions to prevent any damage
To learn more on “how hotel laundry do process” just click the link to watch the
video:https://www.youtube.com/watch?v=9xaxhVVKjlw
Basic Wash Steps
Wash Steps Procedure Time
Flushing By flushing, the linen is wet to dissolve water- 1 to 3 minutes

soluble soil and to reduce soil load in the succeeding
suds steps.
Perform flushing at high-water level and with

medium-temperature water
Sudsing This involves actual washing step. A detergent is 5 to 8 minutes
added to the wheel. Low-water level and hot water is
used.
Bleaching Bleach to eliminate stains that could not be removed 5 to 8 minutes
by the detergent. This is done using chlorinated
bleach added to the wheel. Low-water level and hot
water is usually used.
Rinsing Remove detergent and soil from the linen by rinsing. 1 to 3 minutes
Utilize about 3 to 5 steps at high water level
temperature, usually dripping with subsequent rinses.
Sour and Soft Step This is the final conditioning of the linen using fabric 3 to 5 minutes
softener and sour (wild acid). It is performed at low-
water level using medium temperature water.
Extracting By the process, the moisture content of the linen is 1 to 12 minutes
reduced by 50% (100 pounds of dry weight). The
linen will retain 50 pounds of water after extraction.
Breaking Perform this before the suds step at low-water level. 3 to 7 minutes
Use medium to hot water with a highly alkaline-
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break product to break loose soils.
Interdictor In this process, the soil-laden detergent solution is 30 seconds to 2
Extracting pinned out of the linen. A high=speed is used, minutes
usually after the first rinse step. This process reduces
the required number of deep-water rinses.
Drying with Dryers
Steps Procedures
1. Check the condition of the machine before  Test whether it is in working

using condition.
 Make sure the lint screen and dryer

drum are clean
2. Load items into the dryer  Put into the machine just enough
quantity of linen such that it will not
occupy the whole dryer drum
 Over loading causes uneven drying

and wrinkling and can damage the
machine
3. Select the right drying cycle and setting  Turn to Automatic-dry for towels and
linens which do not require pressing
or are not hard press
 Damp-dry for flat sheets, pillowcases

and items that require hard pressing
4. Clean the machine after using 

Strictly follow manual instructions
To learn more on “how hotel do process on laundry items” just click the link to watch the
video:https://www.youtube.com/watch?v=reJ7f00HT_o

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Checking Processed Laundered Items
Once all garments and linen are clean, it is important to check that all instructions have been
followed.
Checking guest items for:
 Residual Stains. In case there is stain found, it

must return for rewash or stain removal treatment.
If stains cannot be removed, then attached a card
to the garment to this effect so that the guest
understands that every effort has been made to
remove all the stain.
 Repairs. If ever the guest request for replacement
of button, check if these have been carried out.
 Pressing. Check if all garments are well pressed
with creases in the correct place.
 Folding. Fold clothes following the enterprise procedures.
 Packaging. Double check that all instructions of the guest has been followed. If the guest
request to hang their shirts on a coat hanger then hang it.
 Any shortcomings should always be attended to before delivery back to the guest.
Checking linen items for:
 Residual stains. Any linen found to be torn or stained should be sent back either to
the rewash section or to the repair section for further action.
 On occasions, stains and tears are found by the operational department. If this is the
case, the items should be kept separate from all other linens so that they may be
treated accordingly and not just kept circulating.
Return Laundered Items

Always follow your property’s guidelines when delivering items back to the guest room:
 Always knock on the door (or ring the bell) and

identify yourself (the guest may be resting or
working);
 Knock again before entering the room. As you
enter the room always identify yourself in a
loud and clear voice (“Good afternoon/evening,
laundry service”);
 Check that the items you are about to deliver
match the room number you are in. It is easy to
make an error in delivery, particularly if there
are many parcels for the same floor;
 Place the items in the room according to your
property’s guidelines and leave the room

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making sure the door is locked. Folded laundry is usually placed on the bed and
clothes on hangers are placed in the wardrobe leaving the wardrobe door slightly ajar
so that the guest can see this;
 Cross or tick off the room number on your delivery list; and
 If the room has a “Do not disturb” sign on, you may need to return later. In some
hotels, a card may be left under the door advising the guest that an attempt was made
to deliver his laundry and to call when he is ready for delivery.
Deliver In-House Items to Departments in Accordance with Enterprise Requirements

Once all linen is processed, it needs to be available by the relevant department for re-use.
Linen that has been folded, stacked and counted is usually either returned to the operating
department in several ways:
 By delivery to the central linen room on trolleys from where it is issued. This may be
carried out by linen room staff, laundry staff or Housekeeping staff;
 By delivery to the maids’ pantries on each guest floor where it off loaded on to the
shelves;
 By delivery to the restaurant storerooms by a laundry staff member; and
 By collection from the laundry by staff members from each operating department.
The issue, collection and delivery times would usually be at approximately the same time
each day.
Produce Internal Laundry Reports
The following are examples of the types of records that should be kept:
 Daily production of all washing machines

(kilograms wash per day);
 Daily production of all tumblers;
 Daily production records of the flatwork
ironer/folder;
 Daily production records of all folding
machines (quantities of all folded items
and their type);
 Daily production records of all dry-cleaning machines (kilograms per day are dry-
cleaned);
 Daily and monthly guest laundry and dry-cleaning revenues;
 Monthly production records of all items
processed (record of all washed and ironed
items);
 Total monthly chemical cost (based on
purchases and consumption);
 Cost of chemical per kilogram of washed
item;

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 The percentage of rewash items (to know how much is the costs and can be
controlled and review the procedures);
 Preventative maintenance record of all machinery;
 Machinery repairs;
 Boiler service records;
 Water treatment records;
 Sewage, water and power costs;
 Chemical company’s regular report;
 Guests daily summary sheet;
 Invoicing;
 Staff rosters including sick days and holiday schedules with all relevant
administrative paperwork;
 Payroll costs;
 Truck driver schedule and transport costs 9petrol, truck servicing);
 Condemned linen figures;
 Purchase orders for all goods purchased;
 Replacement stock put into circulation;
 Records of abused linen per customer or per department; and
 Monthly stock takes of all miscellaneous supplies such as hangers, pins, polymark
tape, packaging materials.
Record keeping and proper analysis of all records will assist in determining if production can
be improved in certain areas of the operation. It will also assist in calculating profit margins and is a
history of expenses.
Prices charged for dry cleaning and laundry must demonstrate competitiveness whilst
maintaining profitability.
LEARNING ACTIVITY:
1. Draw by way of a diagram the sequence of laundry service.

136
2. How do you classify items for laundry? Why should garments be classified?
3. How do you handle a guest laundry that has damage?

137
4. Explain the meaning of the following terms:

a. Dry-Cleaning-
b. Sorting-Marking-
c. Sudsing-
d. Rinsing-
e. Flushing-
f. Breaking-

138
g. Bleaching-
h. Sour & Soft Step-
ASSESSMENT:
A. Performance-Based Assessment: Laundering linen and Guest Clothes

Direction: Using appropriate materials your task is to demonstrate appropriate skills in
laundering linen and guest clothes following the procedures correctly.
Procedures:
1. Pick -up guest clothes in accordance with enterprise require.
2. Pick-up in-house items in accordance with enterprise requirements.
3. Sort items lodged for laundering.
4. Count items lodged for laundering.
5. Assess stains on items.
6. Spot clean stains as required.
7. Identify appropriate cleaning method for items.
8. Operate equipment to achieve intended cleaning result.
9. Effect repairs as required.
10. Perform post-cleaning laundry activities.
11. Check results of cleaning and take appropriate additional action, if required.
12. Process internal records and billing instructions.
13. Produce necessary internal laundry reports.
14. Deliver guest clothes to guests in accordance with enterprise requirements.
15. Deliver in-house items to departments in accordance with enterprise requirements.

139
PERFORMANCE CHECKLIST:
Name of Student: Date:

1 - Unsatisfactory
2 - Needs More Practice
3 - Satisfactory
Laundry Linen and Guests Clothes 1 2 3 Comments
1. Pick -up guest clothes in accordance with enterprise

require.
2. Pick-up in-house items in accordance with enterprise

requirements.
3. Sort items lodged for laundering.
4. Count items lodged for laundering.
5. Assess stains on items.
6. Spot clean stains as required.
7. Identify appropriate cleaning method for items.
8. Operate equipment to achieve intended cleaning result.
9. Effect repairs as required.
10. Perform post-cleaning laundry activities.
11. Check results of cleaning and take appropriate

additional action, if required.
12. Process internal records and billing instructions.
13. Produce necessary internal laundry reports.
14. Deliver guest clothes to guests in accordance with

enterprise requirements.
15. Deliver in-house items to departments in accordance

with enterprise requirements
Total Score
Rating

140
ANSWER KEY:
LEARNING OUTCOMES 1: Organize Housekeeping Job

Pre-test:
1. C
2. J
3. D
4. A
5. F
6. E
7. I
8. G
9. B
10. H
LEARNING OUTCOME 2: Clean and Maintain Public Areas

Pre-test:
MULTIPLE CHOICES IDENTIFICATION
1. C 1. SYSTEMATIZE
2. B 2. GOOD CONDITION
3. B 3. CAUTION SIGN
4. D 4. ROOM BOY’S CART
5. C 5. MOP WRINGER
6. A
7. D
8. C
9. C
10. A
LEARNING OUTCOME 3: Clean and Maintain Guestroom

Pre-test:
IDENTIFICATION
1. MINI SUITE
2. HOSPITALITY SUITE
3. OUT OF ORDER
4. DO NOT DISTURB
5. BED PADS
6. TURN DOWN
7. LATE AFTERNOON
8. HOUSE RULES FOR GUEST
9. ACKNOWLEDGEMENT RECEIPT
10. WHERE ARE YOU FORM
LEARNING OUTCOME 4: Provide Linen and Laundry Service

Pre-test
MULTIPLE CHOICES TRUE OR FLASE
1. C 1. F 10.T
2. B 2. T
3. C 3. T
4. A 4. F
5. C 5. T
6. F
7.T
8.T
141
9.T
Glossary
Housekeeping Status report : A report prepared by the housekeeping department to indicate the
current status of each room, based on a physical check.
Preventive maintenance: A systematic approach to maintenance in which situations are identified

and corrected on a regular basis. This will help to control costs and keep larger problems from
occurring.
Room Status Discrepancy: A situation in which the housekeeping department's description of

a room status differs from the room status information at the front desk.
Routine maintenance: Activities related to the general upkeep of the property that occurs on a
regular basis, this also requires minimal training or skills to perform.
Schedule maintenance: Activities related to the general upkeep of the property that is initiated
through a formal work-order.
DND Card: A do not disturb card is hung outside the room to inform hotel staff or visitor that the
occupant does not wish to be disturb.
Double Locked (DL): An occupied room in which the deadbolt has been turn to prohibit entry from
the corridor. Only a grand master key or an emergency key can open it.
DNCO (Did Not Check Out): The guest made arrangements to settle his or her account (and thus is
not a skipper), but has left without informing the front office.
Turn down Service: A Special service provided by the housekeeping department in which a room
attendant enters the guest room in the early evening to restock supplies, tidy the room and turn down
the covers of the bed.
Deep cleaning: intensive or specialized cleaning undertaken in guest rooms or public areas, often
conducted according to a special schedule or on a special project basis.
Area inventory List: A list of all items within a particular area that need cleaning by or attention of
housekeeping personal.
Frequency Schedule: A schedule that indicate how often each item on an area to be cleaned or
maintained.
Non - Recycled inventories : Those items in stock that are consumed or used up during the course of
routine housekeeping operations. Non-recycled inventories including cleaning supplies, small
equipment items, guest supplies etc.
Recycled inventories: Those items in stock that have relatively limited useful lives but are sued over
and over in housekeeping operations. E.g.: Linen, uniforms, major machines etc and guest rentable
objects.
Par Number: A multiple of the standard quantity of a particular inventory item that represents the
quantity of the item that must be on hand to support daily routine housekeeping operations.
142
Floor Par: The quantity of each type of linen that is required to outfit all rooms serviced on that
floor.
Master Key: A Key which opens all guest room doors which are not double locked.
Grand Master / Emergency Key: A Key which opens all guest rooms and doors even when they are
double locked.
Guest room key: A Key which opens on one guest room when it is not double locked.
Room inspection: A detailed process in which guest rooms are systematically checked for
cleanliness and maintenance needs.
Amenity: A service or item offered to guests or placed in guestrooms for convenience and comfort,
at no extra cost.
Back of the house: The functional areas of the hotel in which employees have little or no guest
contact, such as the engineering and maintenance department, laundry room and so on.
Back to back: Describes a heavy rate of check outs and check-in on the same day, so that as soon as
room is made up, a new guest checks into it.
Make up: Servicing of the room while a guest is registered in the room.
On-change: The guest has departed, but the room has not yet been cleaned and readied for re-sale.
Buffing: To smooth the floor with a low speed floor polishing.
Burnishing: Polishing the floor with a high speed floor machine to achieve an extremely high gloss.
Capital budgets: These allocate the use of capital assets that have a life span considerably in excess
of one year; these are assets that are not normally used up in day to day operations.
Cleaning supply: Cleaning agents and small cleaning devices used in hotel room cleaning and public
areas.
Luggage rack: A furniture item provided in guestrooms for placing the guest’s luggage on.
Linen chute: A passage in the form of a tunnel for sending soiled linen from the floor pantries of all
floors to a central place near the laundry, from where it can be collected by the laundry staff.
Mitering: A method for contouring a sheet or blanket to fit the corner of a mattress in a smooth and
neat manner.
Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.
Out-of-order: The room cannot be assigned to a guest. A room may be out-of-order for a variety of
reasons including the need for maintenance, refurbishing, and extensive cleaning. (Out of Order Vs.
Out Of Service )

143
Lockout: The room has been locked so that the guest cannot re-enter until a hotel official clears him
or her.
Hand Caddy: A portable container for storing and transporting cleaning supplies and equipment.
Check-out: A room from which the guest has already departed / vacated / checked out.
Due out: A room which the guest is due to checkout that day.
Stayover: The guest is not expected to check out today and will remain at least one more night.
Occupied: A guest is currently registered to the room.
Sleep-out: A guest is registered to the room, but the bed has not been used.
Skipper: The guest has left the hotel without making arrangements to settle his or her account.
Sleeper: The guest has settled his or her account and left the hotel, but the front office staff has failed
to properly update the room’s status.

144
References
Living On A Dime to Grow Rich. (February 1, 2017). Laundry Sorting Simplified! How to Separate
your laundry. https://www.youtube.com/watch?v=YfmCwtOg0UY
Roldan, A. and Crespo, A. (2016). Housekeeping Management. AR Skills Development &

Management Services Inc
Deepak S Kanojia. (December 4, 2016). How Hotel Laundry do Process.

https://www.youtube.com/watch?v=9xaxhVVKjlw
Samson, A & Crespo, A. 2016. Housekeeping Management. AR Skills Development and

Management Services Inc.
Raghubalan, G. 2015. Hotel Housekeeping, operations and Management, 3rd Edition, oxford
University Press.
Sicat, A. 2015. Housekeeping Made Easy, Sound Publishing, Philippines.
Andrew Frey. (December 26, 2014). Laundry Training!.https://www.youtube.com/watch?

v=reJ7f00HT_o
ASEAN (2012). Trainer Manual. Launder Linen and Guests’ Clothes.Australian Government’s aid
program through the ASEAN-Australia Development Cooperation Program Phase II
(AADCP II).
Gray, W. and Liguori, S. 2012. Hotel and Motel Management, Prentice Hall Publications, India
Gautam, A. 2009. Accommodation operations management, Axis Publications, New Delhi
Aleta A. 2002. Managing Housekeeping Operations, Published by Educational institute of the Amer
Hotel
Peterson, J. The 5s Pocket Guide


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This course is intended to train students in Hotels, Motels, and Resorts for housekeeping

1. Organize housekeeping job.

MEDINA COLLEGE IPIL INCORPORATED

At the end of the lesson, the student should be able to:

What is risk Management?

Risk management is the process of identifying, assessing and controlling threats to an

MEDINA COLLEGE IPIL INCORPORATED

Risk management is an important element in organizational management, whether

Security Risk Management is the ongoing process of identifying these security

Four Basic Principles of safety risk management

2. Differentiate domestic housekeeping from institutional housekeeping.

UNIT 2 : DIFFERENT CONCEPT OF SANITATION

MEDINA COLLEGE IPIL INCORPORATED

At the end of the lesson, the student should be able to:

Cleaning Equipment Usage and Maintenance

Vacuum Cleaner  It is used to eliminate loose soil and dust

Floor Polisher  To be used in scrubbing, stripping and

MEDINA COLLEGE IPIL INCORPORATED

Hydro-Vacuum  This is called an “all-purpose vacuum” as

Carpet Extractor  This extractor is used when the carpet is

Carpet Dryer  To be used for drying carpet after

B. Floor Cleaning Tools

Cleaning Equipment Usage and Maintenance

Floor Mop  For mopping, floor stripping and waxing.

Mop Wringer  Used to wring and flush out excess water

MEDINA COLLEGE IPIL INCORPORATED

Dust Mop  To be used to dust mop the floor during

Caution Sign  Warning sign to alert people that the floor

C. Other Cleaning Tools and Materials

Room boy’s Cart  Carrier of amenities and cleaning supplies

Caddy Box  Container for cleaning chemicals and

Scouring Pads  Should not be used for painted surfaces,

Dusting Cloths  Make sure the cloths are clean; otherwise

Cleaning Towels  Make sure the cloths are dry.

Polishing cloths  Use cloths that are made of fiber to be

Hand Brushes  Make sure that the brush is not left

Dusters  Use dusters for dusting furniture and

Toilet Bowl Brush  Toilet brush should be kept after use in

Ceiling Brooms  Clean the bristle of the broom after use

MEDINA COLLEGE IPIL INCORPORATED

Oilers  Use sparingly. Once there is no squeaky

Sponges  Wash and rinse after use; give special

Putty  For scraping embedded dirt and candles

Portable Stairs  To prevent an accident, try to reach high

Insect Sprayer  Spray the area while windows and doors

MEDINA COLLEGE IPIL INCORPORATED

Goggles  Serves as eye protection when handling

Trash  The receptacle is for the disposal of trash.

Floor Cleaning Chemicals

Stripping chemical For stripping or removing embedded dirt or wax.

Chemicals for Cleaning Furniture, Fixtures, and Other Areas

Wood polish To polish wood surface, leather and imitation-leather

Pure Lysol maybe applied to urinals and toilet bowls

When using Lysol in atomizer can, apply the chemical

Metal polish To be used for polishing brush copper and metal

Apply small amount on a cleaning towel and rub

Air freshener To be sprayed in the room in order to remove foul

MEDINA COLLEGE IPIL INCORPORATED

Never mix with any other chemical.