housekeeping
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This document provides information about various housekeeping tasks and procedures, including cleaning a bathtub, kitchen cleaning, lost and found procedures, customer service, laundry services, safety and security concerns like guest and employee theft and bomb threats. It emphasizes the importance of thorough cleaning, reporting any issues, providing excellent customer service, and being vigilant about hotel security.
housekeeping
- 2. Cleaning tools and equipment •Cleaning agent •Bath sponge •Clean discarded towels/ cloth •Sprayer/ applicator
- 3. Bathtubs • Are obtainable in various colors with soap dishes, grip handles and anti-slip devices sometimes incorporated. • Are frequently 5 ½ -6 ft long by 2 ½ ft wide, but vary in depth.
- 4. • Most bathrooms have showers fitted over the bath which are thermostatically controlled in order to prevent scalds. • A soap container on the wall and shower screen or curtain of a suitable length to hang well inside the bath should be provided.
- 5. 1. Remove all soaps and guest toiletries. Fill bath quarter full of hand-hot water, apply cleaning agent. With bath sponge, systematically clean the bath and the surrounding tiles. 2. Pay particular attention to chain and stopper, chrome fittings, outside of bath and shower curtain. 3. Rinse all the areas thoroughly. 4. Dry the bath with an old discarded towel. Check for maintenance-loose bath handles, dripping tap, chain and stopper attach to bath, loose tiles and water draining efficiently.
- 6. Kitchen Area • Presidential(a one type of suite) normally has a kitchen areas or sometimes called KITCHENETE. • It is so called because it is a mini kitchen area where guest can do their own cooking.
- 7. Some most common cooking utensil and equipment • Pots and pans • Range with oven • Kitchen knives • Cups and saucer • Coffee maker • Microwave oven • Teaspoons • Can opener • Cutlery • Refrigerator • Spoons and forks • Chopping boards • Drinking glasses • Bread toaster • Electric kettle • Wine glasses • Rice cooker • linens
- 8. Cleaning supplies • Dusting cloth • Disinfectant • Mop with mop bucket • Cleanser • Broom with dust pan • Rags/towels
- 9. Cleaning the kitchen area 1. Surfaces must be wiped with disinfectant 2. Pots/pans and other cooking utensils should be washed and air-dried 3. Water in the electric kettle should be emptied out 4. Garbage cans must be emptied; changing the underliner to avoid accumulation of pest and germs 5. All cooking utensils and equipment should be counted and checked and all counted for 6. Microwave oven, range, refrigerator should be wiped 7. Cabinets and drawers wiped using damp cloth wrung out in disinfectant solution.
- 11. Reporting of breakages, damages and missing items in the assigned areas • Every part of the hotel especially in the guestroom is something of importance. • Furniture, fixtures and guest supplies can be broken, damage or worse, disappear, intentionally or not. • It is the housekeeping staff’s responsibilities to check every now and then the completeness and condition off all furniture, fixtures and guest supplies.
- 12. Reporting of breakages, damages and missing items in the assigned areas • It is vital for the housekeeping staff to take note and immediately report to the immediate supervisor in case damage, breakage or missing items have been identified. • Failure to do so will hold the housekeeping staff accountable for it.
- 13. Customer service • Exceptional customer service involves exceeding customer expectations where the standards and level of service received exceed what the customer could reasonably define as normal or expected.
- 14. Customer service • What might have been acceptable three years ago might not be acceptable today. • You have to performed very well to have a customer talk enthusiastically about a positive experience.
- 15. Customer service • No system is perfect ,there is always room for refinement and improvement. • Service is an elusive concept which is extremely difficult to measure and evaluate.
- 16. Customer service • The first rule of service is simply to find the right people with the right attitude and then teach them the rest.
- 17. Customer service • Successful service is not a one-time event; you have to work hard at it. • It is a production and it goes on stage every day at the same time and its live. • There’s no practicing; there’s no rehearsing.
- 18. Customer service • You never get a second chance to make a first impression • The first 30 seconds sets the tone for the entire experience. • The most important is to create a bond of trust and credibility with our guests.
- 19. Customer service • Caring is the golden key- you have to care that your guests gets the best service and best value and that they have the best time they could possibly have. • When the guests know you care about them, thats when they are on your team.
- 20. Laundry service • Laundry operations – are frequently outsourced in a hotel because they are expensive in- house and more likely because hotel staff doesn’t have the necessary expertise. • Hotel laundries have raw materials- dirty linens, towels, napkins-and finished goods once those are clean.
- 21. Laundry service • The laundry department is very crucial to the success of a housekeeping department. • It is responsible to wash tons of linen and uniforms that are generated daily. • When the housekeeping staff doesn’t have the supplies it needs to meet hotel standards, costs and frustration increase.
- 22. Lost and Found • Is a term used in hotel if guests has misplaced or left articles in the hotel. • These articles can be valuable or not but the same importance must be given to every item being found
- 23. Lost and Found • It aims to control and prevent it from becoming a costly problems in terms of a. Inventory b. Supply c. Guest relations d. Insurance
- 24. Lost and Found a) Has been temporarily mislaid during the guest stay b) Has been reported missing during the stay c) Property has been found after the guest departure d) Property has NOT BEEN FOUND but the guest ask for it by communicating with the establishment after departure. Different circumstances happens such as:
- 25. Procedure if an item has been found a) Inspection b) Identification c) Report – when found, the HK staff must immediately report this to the supervisor and the supervisor informs the control desk attendant d) Record – written record, date and time found, name of finder, location description and signature e) Label- is a must for items. For proper future identification and to check if the items is the one being claimed if in case somebody is looking for it. f) Store- kept for a specific period as prescribed by the management, usually six months and either give it to the finder or auctioned to HK staff if not claimed g) Return to owner (if possible, before it is requested)
- 26. Safety and security concerns • Not only the guest but also of the management and staff • As housekeepers we are the eyes and ears of the hotel. • we are close allies of the security department who relies on our help regarding the presence of unwanted people and situations in the hotel
- 27. Safety and security concerns •Main security concerns: •-lost and found •-guest theft •-Employee theft •- bomb scare
- 28. Guest theft • Guest take hotel items as souvenirs or plainly because most of the items in the hotel are useful at home. • Bathrobes, towels, linens and other small items like cups and saucers and teaspoons if taken, are considered theft already.
- 29. Guest theft • Suspicious movements are carefully observed and must be reported immediately to the security department. • HKs are trained to be keen about it. • Room attendants are not allowed to open guest room doors to any guest.
- 30. Guest theft • Bell boys are trained to give a quick glance at the room and bathroom before they remove the guest baggage. • They look for missing towels, blankets, vanity sets, pictures, bed sheets and the likes. • Room attendants will follow up the procedure.
- 31. Guest theft • Checking out procedure helps the housekeepers do the inspection before guests are released in the front desk.
- 32. employee theft • Employees are the most tempted to get items from the hotel since items are very useful at home and they are everyday exposed to it. • That is why people of high integrity and honesty are the types of people accepted in this department.
- 33. employee theft • An employee is given a gate pass issued and signed by the department head if a hotel property is removed from the hotel. • Spot checks are done to employees when going in and out of the building. • Employees have limited access to areas of the hotel.
- 34. Bomb threat • Terrorism is becoming a worldwide problem at present. • Hotels are the prime targets for explosions by groups who want to make statements. • HK personnel must be alert to any suspicious object and suspicious looking person roaming around in the property.