HOUSEKEEPING NC ii CORE 1 PROVIDE HSK SERVICES TO GUEST

NOTES

1. Why is it important to plan for the organization of a housekeeping department in the hotel operations and management? Enumerate the 6 core competency of housekeeping. Label the organization structure of housekeeping department.

2. 4. Define the following terminologies in housekeeping Amenities DND Interpersonal Skills Intrapersonal Skills Form Early Maid Service 5. What is the main purpose of an organizational structure in housekeeping?

3. ST. MARK ARTS AND TRAINING INSTITUTE INC.

4. TOURISM SECTOR

5. HOUSEKEEPING NC II

6. HOUSEKEEPING NC II BASIC COMPETENCY (18 HOURS) COMMON COMPETENCY (18 HOURS) Participate in workplace communication Work in team environment . Practice career professionalism Practice occupational health and safety procedures Develop and update industry knowledge Observe workplace hygiene procedures Perform computer operations Perform workplace and safety practices Provide effective customer service

7. CORE COMPETENCY (400HOURS) Provide Housekeeping Services to Guests Clean and Prepare rooms for incoming Guest Provide Valet/ Butler Service Laundry Linen and Guest Clothes Clean public areas, facilities and equipment Deal with/ handle intoxicated guests

8. WHAT IS HOUSEKEEPING?

9. HOUSEKEEPING “ provision of a clean, comfortable, safe and aesthetically, appealing environment. is an operational department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the surrounding.

10. CORE 1 Provide Housekeeping Services to Guests

11. - supplies like dental kit, bath soap, vanity kit, etc. that add to guest comfort and convenience . Amenities

12. Do not Disturb (DND) – a room status indicating that a room should not be entered and cleaned because guests do not want to be disturbed.

13. Early M aid S ervice a room status term indicating that guests had reserved or had requested that their room be cleaned as soon as possible.

14. Forms - document that serves as evidence in a specific incident, situation, and happening.

15. House Rules - set of rules strictly implemented and is designed to be followed for discipline and safety.

16. Hotel House Rules - Designed to instill discipline among hotel staff, thereby ensuring guest satisfaction in terms of comfort, safety, and security.

17. Intrapersonal Skills It is also called personal skills. These are the abilities and talents that exist within one person which aids him or her in problem solving.

18. Interpersonal Skills It is also called people skills. These are the skills we use in communicating and interacting with people.

19. Organizational Chart - a schematic depiction of relationship of jobs.

20. Professionalism – are traits needed in the work place which includes specialized skills, good judgment, and polite behavior of a person who is trained to perform one’s job well.

21. Entry into a Guest’s Room One of the responsibilities of a housekeeper is to clean the room of the guests . In entering a guest’s room, most hotels have a mandatory two-knock, three announcement rules. Upon entering the room, the housekeeper again announces “housekeeping”

22. Cleaning Another function of housekeepers in hotels is to make sure that the room of a guest is clean and in order . expected to complete a series of cleaning and sanitizing procedures.

23. Lost and Found Lost and found items after a guest’s departure must be reported immediately to the floor supervisor. It is the duty of the floor supervisor to check whether the guest is still around or not. If the guest is no longer around, the floor supervisor will follow the lost and found procedure.

24. Hotels rules for lost and found items : Perishable items Are lost and found items under food like fruits, chocolates, can good, etc. after three days if the owner will not call or come back to claim the items, it will be given to the housekeeper who finds the items. This is what they call “finders’ keepers” rule .

25. Non- perishable items Are lost and found items under non- food such as umbrella, shoes, bags, clothes, etc. these items are only given one month for the owner to claim. If left unclaimed, the items again will be given to the employee who found it .

26. Valuables Are lost and found items such as cash, gadgets, and jewelry. Items considered as valuables are given one year to be claimed by the owner. If left unclaimed, the hotel management will decide on what to do with the unclaimed items .

27. Professionalism Professionalism is a trait that is highly valued in the workplace. This includes specialized skill, good judgement, polite behavior, honesty, and integrity.

28. Interpersonal and Intrapersonal Skills of a Good Housekeeper Interpersonal skills or people skills are the life skills we use in communicating and interacting with people while intrapersonal skills or personal skills are the abilities and talents that exist within the individual, which aids him or her in problem solving.

29. Stephen Fiore a professor at the University of Central Florida, the two skills have long been recognized as important factors to be successful in school and in workplace.

30. Interpersonal Skills Ability to manage conflict Being able to manage and handle differences in opinions and always seeking win-win resolutions . Ability to solve problems Ability to choose the best course of action in situations while considering the needs and perspective of others.

31. Ability to communicate clearly Being able to speak with clarity and directness and at the same time being sensitive to the need of the receiver. Ability to listen Ability to hear people’s perspective by setting aside judgment. Demonstrate responsibility Being able to dot he things you say you will do.

32. Being accountable for your actions Being able to face the consequence of your action and not blaming others. Showing appreciation Being able to show people that you value them and their contribution. Flexibility Ability to be open to new different way of doing things.

33. Intrapersonal Skills Adaptability Ability to cope with change . Self- awareness Being aware of your own values, needs, and emotions and their impact to your behavior.

34. Self- management or self-development The ability to work autonomously and to motivate and monitor oneself. It also includes the ability to acquire new information and skills related to work. Relationship Management The ability to build relationship based on mutual trust and respect. Social Awareness Being in tune with other’s feelings and needs.

35. Organizational Structure of a Housekeeping Department

36. The Executive Housekeeper The executive housekeeper is the head of housekeeping and serves several responsibilities that include: managing the housekeeping team; translating all hotel policies, procedures, and standards into housekeeping operations; serving as the representative of the department during top management meetings, and ensuring all resources are effectively utilized.

37. Assistant Housekeepers assistant housekeeping is the head of a given shift and is responsible in managing the resources provided by the executive housekeeper to achieve its goal of cleanliness, maintenance, and attractiveness of the hotel during a given shift. It is also his or her responsibility to translate into practice all the housekeeping supervisors and executive housekeepers’ policies, procedures and standards making sure that executive housekeepers actualize them at the grass root level of operations. In the absence of a housekeeper, an assistant housekeeper will take over.

38. Floor Supervisors Floor supervisors are responsible in checking the cleanliness and maintenance of guest rooms on allotted floors for quality assurance. They are also responsible in controlling the housekeeping personnel which compose of room attendants and housemen. They are also responsible in controlling the material assets of the floor such as bed and bath linen, guests and room amenities, and cleaning equipment and detergents. They are the ones who supervise the changing of floor linens with the assistance of laundry department and ensure their proper storage in the floor pantry. They also give feedback to the front desk office of the availability of guest rooms in each shift for occupancy.

39. Control Desk Supervisor The housekeeping control desk is considered as the main communication center of the housekeeping department. A control desk supervisor has a very important role to play, that is to ensure the communication with housekeeping personnel is coordinated to all staff of the hotel. The major responsibility of a control desk supervisor is to coordinate with the maintenance department to make sure all maintenance requests are attended to and done.

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

41. Linen Room Supervisor Linen room supervisor is responsible in coordinating the exchange of soiled linen for clean ones. He or she also the custodian of all linens used and the one responsible for the maintenance and proper storage of linens to minimize loss. The linen room supervisor is tasked to coordinate closely with the laundry supervisor for the supply of clean linens.

42. Laundry Supervisor Laundry supervisor is responsible for ensuring that laundry attendants are doing their job-washing, drying, folding, and pressing items-properly.

43. Uniform Room Supervisors The major responsibilities of a uniform room supervisor include keeping all uniforms in safe condition and to issue laundered uniforms to hotel staff.

44. Room Attendants Room attendants are also called chambermaids since mostly women are employed for the job. They are the ones who are responsible for the cleaning and maintenance of assigned guest rooms. They serve as the eyes and ears of the security team to report any untoward incidents. Room attendants also make sure that the privacy of all their guests are no invaded.

45. Laundry and Linen Room Attendants Laundry and linen room attendants are responsible for laundering linens, towels napkins, aprons, uniforms, and any other items. Tailor or Upholsterers Tailor is employed on-site to mend uniforms, linens, and upholstery or repurpose ripped linens into aprons and rags.

46. Guestroom Cleaning, Care, and Maintenance Points to Remember When Doing Cleaning Service to a Guest’s Room: Clean in one direction. Clean from top down. Clean from farthest point out. Check for damage, if there is something that inquires maintenance, or if a property is lost. Use correct equipment and cleaning agents to clean surfaces.

47. Phases of Cleaning a Hotel Guests Room Phase 1 Opening the windows to air out the room and turning off of air-conditioning system Washing hands and putting on protective disposable gloves Emptying out the trash cans or bins. Stripping the bed and removing dirty linens.

48. Phase 2 Removal of dirty towels from the bathroom (bath towels, hand towels, and face towels) Spraying the cleaning products necessary for disinfection Removal gloves . Phase 3 Making up bed

49. Phase 4 Dusting all surfaces such as bedside table, desk, chair, tv . Phase 5 Cleaning the bathroom Phase 6 Replacing all free hotel products such as brochures, mints, shampoo, soap and etc. Vacuuming the room. Checking over the room, making sure that everything is in place.

50. Bedroom and Bathroom Amenities in a Hotel Bedroom Amenities Spacious bedrooms with king or queen size beds. High grade premium pillow top mattress Premium quality linens Plush duvet Extra pillows Clothes hanger Bedside alarm clock Cordless telephone High-speed internet access High definition flat screen televisions Desk comfortable desk chair

51. Cable television channel Mini- fridge Iron and ironing board Bedsides telephone with note pad and pen Safety deposit locker Coffee maker Telephone directory and service directory Luggage scale Printing of boarding pass for free Bathroom Amenities Shampoo, conditioner, bath gel, lotion, blade dispenser Toothbrush, hairbrush, comb, shower cap Cotton swab, razor, shaving foam, scrub towel Hair dryer, hot and cold shower, shoe mitts Disposal bag, shower cap, tissue, water, tumbler

52. Conducting Room Check, Turndown, and Make up beds The bulk of cleaning in hotels is done mostly in the morning shift but there are expectations like the rooms with a DND or “Do Not Disturb” signs, rooms which are occupied by late nights guests, And early morning arrivals by guests with international flights. These are cases when an evening service or turndown service is needed. Turn Down Service (TDS) is a special service provided by the housekeeping department in which a housekeeper enters a guestroom early in the evening to do second cleaning or tidying up the room, re-stocking supplies, and turning down the comfortably.

53. An item is typically left on top of the pillow that has been turned down, this is usually any of the following: flowers, a chocolate, candies, cookies and etc. other hotels have more elaborate turn down amenities and services such as bedtime stories for children and cocktails served for couples.

54. Taking and Handling of Guests’ Housekeeping Requests Guest request must be handled properly to satisfy the guest. This will not only make his stay pleasant but it will also ensure repeated business. Guests request in housekeeping could be items or services like rollway beds, additional pillows and blankets, irons, hair dryers, additional cleaning, additional room, supplies, and lost properly inquiries. Handling guests’ requests is a simple task, but if you fail to follow all procedure properly this might lead to bigger problem.

55. Taking Requests and Handling Complaints from Guest 1. Remember not to argue with the guest, remember also that guest is always right. 2. Listen attentively to the guest and understand what exactly is wrong. 3. Have a log system in place. Make sure all requests are written and properly documented. Handover to the next shift the problems still unresolved. 4. Apologize for the inconvenience caused.

56. 5. Find out exactly what the guest expects during the request. Make sure you ask the right questions to deliver exactly what is expected. 6. Record the time for handling the request. 7. Rectify the situation if you can. There are some instances where common sense will prevail but do not forget the standard procedure of rectifying complaints. 8. Inform all the manger complaints immediately, even if you have successfully resolved the situation. 9. Complaints need to be handled positively and with empathy for the guest, aspiring for 100% guest satisfaction.

57. 10. If the problem is out of your authority, inform the manger od duty manager. 11. Record all the details in guest call register- noting down any request or complaint made by hotel guest. 12. Repeat the request back to the guest before ending the call.

58. Tips in Handling Guests Request 1. Handle all guest requests within then minutes. 2. Use proper door knocking standards when arriving at the guest’s room. 3. Be prepared to handle situations like angry guests when you arrive at the room. 4. Inform the front desk staff by radio or cellphone as you have completed the request. 5. Guest should be kept informed of the development of his or her request.

59. Types of Housekeeping and Front Office Forms Form and reports play an important role in managing the housekeeping activities. It serves as evidence in a specific incident, situation, and happening. The information contained in reports can be used to make very important decisions that affect the establishment.

60. Housekeeper should be knowledgeable in filling out housekeeping forms which includes: • Housekeeping daily assignment checklist. • Maintenance request form; • Housekeeping work order form; • Guest room cleaning checklist; • Stock requisition form; and • Lost property report.

61. 1. Housekeeping Attendant’s Daily Assignment Sheet is form used by housekeepers or room attendants to record the task done during their shift. This form is also help them plan their work for the day. After each room is serviced, the room attendant must list down the time they have entered the room for the for the room service and log their time out after completion. They must also note down the room status before service and after service, the number of extra bed or cot placed, and also the number of linens replaced in the room. The housekeeper will receive this form after their briefing in the morning before they can start their daily task.

62. 2. Maintenance Request Form Maintenance request form is used whenever there are problem reported by the guest to the housekeeping department. Common problems for maintenance are faulty equipment, electrical issues, broken furniture, tv not working properly, etc.

63. 3. Housekeeping Work Order Form Housekeeping work order form is used when there are requests for work to be done.

64. 4. Guest Room Cleaning Checklist The guest room cleaning checklist is used by the housekeeping supervisor to check, on a daily basis, how the cleaning service for every guest room was done. This is done to be able to attain guest satisfaction. The use of this form is to establish a set of procedure that would ensure there will be no defects and any missing amenities for the guest.

65. 5. Lost and Found Slip Lost and found slip is an important document to keep track of records for lost and found items.

66. Housekeeping Status Report Housekeeping status report is prepared by housekeeping department and handed down to the front desk to give them an update as to the status of each hotel room. The front desk then assigns rooms to arriving guests based on the occupancy report.

67. Guest Orientation on House Rules House rules serves as an agreement between the guest and the hotel under which rooms are permitted to be used by the guests. All guests when checking is should read the house rules to prevent mis understandings. It is a must to be familiar with the house rules and to fully adhere to them because any violation of the house rules means cancellation of reservation and charge of the full amount of price of accommodation.

68. House Rules Check in time: 2:00pm/ Check out time: 12:00noon. Check in time for overnight stay is 2:00pm while check out time is 12:00noon the following day. There will be no adjustment in check out time if the guest check in later than 2:00pm. Late check out will be charged accordingly with extra payment. Guest who come in earlier than the designated check in time may stay at the hotel waiting area or that restaurant area at no additional cost. Fifty percent (50%) down payment is required to confirm reservation. Rates are subject to change without prior notice. Room capacity shall be strictly observed. An additional amount shall be charged in excess of maximum occupancy.

69. When leaving the premises of before going out, please endorse room keys to the front desk employee. Please do not remove inventory items. Do not take indoor furniture outside. Do not move around from one room to another. Any items missing from inventory or any damages and losses of items inside the rooms belonging to the hotel shall be charged to the room occupant. The hotel is not liable for the lost, stolen, or damaged items. Please keep all your valuables and do not leave your things unattended. For security reasons, visitors are not permitted in the hotel guest room. Hence, guests are advised to refrain from entertaining any person who is not known to them.

70. Hotel shall respect your privacy at all time, however, illegal activities or disorderly conduct inside the rooms within the hotel premises are strictly prohibited. The management reserves the right to eject any guests found engaging in fights or violence, found using illegal drugs, or under the influence of alcohol and disrupting the peace and order of the hotel. Guests are required to observe these house rules which are designed and aimed for their protection. The management reserves the right to implement additional and applicable rules to regulate the safety and well-being of our guests.

71. Handling of Clients’ Queries According to Dan Huckle , a business development expert, “most inquiries are requests for information about products or services. When people inquire, they expect you to be knowledgeable about your product or service at the same time they also expect you to be approachable. They will appreciate it more if they feel you have given them a personal service. If the inquiry is a complaint, keep calm, because if you handled it properly that costumer can become your number one costumer. Some of the best business relationships are one that start with problems.”

72. Useful Tips in Answering a Call Telephone plays a very important role in the hotel industry. This is used to answer guests booking inquiries, guests requests, and for other various purposes and services. It is therefore important that you know the basic techniques in answering calls.

73. Answer the phone within three rings. Say the name of the hotel, your name, and the customary greetings. Have in hand a pen and paper for documentation. Listen carefully to the details being said by the caller. Make them feel that they have your full attention. Explain the reason if you want to put them on hold. Wait for their response. For callback, do it in the soonest possible time. Do not forget to say the approximate time you can do the callback. Repeat all the details. End the conversation politely.

74. Common Problems Related to Housekeeping and Ways of Handling Them The most common problems related to housekeeping are noise coming from other rooms, rooms not cleaned properly, rooms lacking amenities, equipment malfunction, laundry error, theft complaint, communication problems with hotel staff, and unusual items visible during room servicing. Sharon Glancy the managing director of Stonebow that is the training division of People’s 1 st which runs a range of training curses in hospitality, leisure, travel, and tourism industries, recommends a handy acronym LAST (Listen, Apologize, Solve, Thanks) to solve problems faced by a housekeeping staff. According to her, all problems are about good communication. This means that when problems arise and the staff is trained how to genuinely and actively listened to the complaint, demonstrate understanding, and apologize after the problem has been resolved, guests are less likely to leave frustrated.