II.. OOVVEERRVVIIEEW OW OF F HHOOSSPPIITTAALLIITTY Y IINNDDUUSSTTRRYY Hospitality Industry
Hospitality Industry
Hospitality is the cordial and generous reception and entertainment of guests or Hospitality is the cordial and generous reception and entertainment of guests or strangers, either socially or commercially. The Hospitality Industry is comprised of those strangers, either socially or commercially. The Hospitality Industry is comprised of those businesses,
businesses, which which practice practice the the act act of of being being hospitable; hospitable; those those businesses businesses which which areare characterized by generosity and
characterized by generosity and friendliness to guests.friendliness to guests. A.
A. !ara"t#risti"s o$ !ara"t#risti"s o$ Hospitality IndustryHospitality Industry a.
a. InInssepepararababililitityy b.
b. PerishabilityPerishability c.
c. LaLabobor-r-inintetensnsiiee d.
d. !!eeppeettiittiiee e.
e. InInttanangigibibililityty %.
%. o&pon#nts o&pon#nts o$ o$ Hospitality IndustryHospitality Industry a.
a. LoLodgdgining "g "peperaratitiononss
-such as hotels, resorts, motels etc. -such as hotels, resorts, motels etc. b.
b. Transportation# Trael $ericesTransportation# Trael $erices
-such as ta%i, train, and cruise ships, etc. -such as ta%i, train, and cruise ships, etc. c.
c. &oo&ood and and 'ed 'eeerarage "ge "peperaratitiononss
-such as restaurants, bars, etc. -such as restaurants, bars, etc. d.
d. !e!ettaiail $l $ttororeses
-such as souenir shops, etc. -such as souenir shops, etc. e.
e. ((ccttiiiittiieess
-such as recreations, festials, etc. -such as recreations, festials, etc. .
. %ri#$ History on %ri#$ History on t!# D#'#lop&#nt o$ t!# D#'#lop&#nt o$ Lod(in( IndustryLod(in( Industry
•
• )an be traced bac* to the ciilizations of $umeria, (ncient +gypt, (ncient)an be traced bac* to the ciilizations of $umeria, (ncient +gypt, (ncient
reece, !ome and 'iblical Times. reece, !ome and 'iblical Times.
•
• Two possible e%planations why people in ancient times felt reuired to beTwo possible e%planations why people in ancient times felt reuired to be
hospitable they felt that hospitality to strangers were necessary to their hospitable they felt that hospitality to strangers were necessary to their religious well-being and haing superstitious belief.
religious well-being and haing superstitious belief.
•
• ThThe e momore re lologigical cal in in our our momoderdern n ththinin*i*ing ng e%e%plplaiains ns ththat at prprooididiningg
hospitality was a result of a /gie and
hospitality was a result of a /gie and ta*e0 philosophy.ta*e0 philosophy.
•
• The need for a place to stay away from home is as old as the first nomadicThe need for a place to stay away from home is as old as the first nomadic
traeler. Trading between two cultures created the need for groups of traeler. Trading between two cultures created the need for groups of people to trael often-great distances.
people to trael often-great distances.
1 1
•
• (long these trade routes, certain stopping points became faored out of(long these trade routes, certain stopping points became faored out of
necessity. These stopping points became *nown as 2unction points that necessity. These stopping points became *nown as 2unction points that grew into trading centers and eentually
grew into trading centers and eentually eoled into cities.eoled into cities.
•
• 3ourney segment is the ma%imum reasonable distance traeled in one day3ourney segment is the ma%imum reasonable distance traeled in one day
alo
along ng trtrade ade and and carcaraan aan rouroutestes. . (t (t thethese se 2ou2ourney segmerney segmentsnts, , lodlodgingingg facilities became a need. They were called relay houses in )hina, *hans in facilities became a need. They were called relay houses in )hina, *hans in Persia, and tabernas in !ome.
Persia, and tabernas in !ome.
•
• Innoations began to emerge as the history of lodging unfolds. (t someInnoations began to emerge as the history of lodging unfolds. (t some
point,
point, inn*eepers inn*eepers began began to to incorporate food incorporate food and and beerage beerage serice serice in in theirtheir operations.
operations.
•
• (nother deelopment was the !oman networ* of roads that crisscrossed(nother deelopment was the !oman networ* of roads that crisscrossed
+urope and parts of (sia and (frica. These roads proided fast and safe +urope and parts of (sia and (frica. These roads proided fast and safe routes for traelers.
routes for traelers.
•
• The concept of hospitality was changed in 1454 in &lorence, Italy. TheThe concept of hospitality was changed in 1454 in &lorence, Italy. The
inn*eepers created a guild or associations that formed hospitality into inn*eepers created a guild or associations that formed hospitality into business.
business.
•
• ThThe e inindusdustrtriaial l rereololututioion n of of ththe e mimid-1d-1677677s s crcreaeateted d nenew w momodes des ofof
transportation that further changed the way people traeled. transportation that further changed the way people traeled.
•
• The emergence of railroads and later the automobile played large roles inThe emergence of railroads and later the automobile played large roles in
lod
lodginging8s g8s hishistortory y becbecausause e botboth h dradramatmaticaically lly incincreareased sed the the lenlengthgths s ofof 2ourney segments for a traeler.
2ourney segments for a traeler.
•
• (s the eolution of lodging continued, new facilities began to emerge as(s the eolution of lodging continued, new facilities began to emerge as
an option for traelers. an option for traelers.
•
• The wealthy and landed aristocracy of the world began to iew the many The wealthy and landed aristocracy of the world began to iew the many
spare rooms in their castles and estates as sources of reenue. The best spare rooms in their castles and estates as sources of reenue. The best e%ampl
e%ample of e of this can be traced bac* to this can be traced bac* to the +nglisthe +nglish and h and colonicolonial inns of theal inns of the 1677s.
1677s.
•
• The significThe significant differencant difference e betweebetween n the two the two was that was that colonicolonial al inns offeredinns offered
rooms to anyone who could afford to pay, whereas +nglish inns were most rooms to anyone who could afford to pay, whereas +nglish inns were most often resered for the
often resered for the aristocracy.aristocracy.
•
• (nother difference between the two was that +nglish inns rented out(nother difference between the two was that +nglish inns rented out
indiidual sleeping rooms, whereas colonial inns regularly offered large indiidual sleeping rooms, whereas colonial inns regularly offered large rooms with seeral beds inside. This meant that +nglish inns could offer rooms with seeral beds inside. This meant that +nglish inns could offer
4 4
•
• (long these trade routes, certain stopping points became faored out of(long these trade routes, certain stopping points became faored out of
necessity. These stopping points became *nown as 2unction points that necessity. These stopping points became *nown as 2unction points that grew into trading centers and eentually
grew into trading centers and eentually eoled into cities.eoled into cities.
•
• 3ourney segment is the ma%imum reasonable distance traeled in one day3ourney segment is the ma%imum reasonable distance traeled in one day
alo
along ng trtrade ade and and carcaraan aan rouroutestes. . (t (t thethese se 2ou2ourney segmerney segmentsnts, , lodlodgingingg facilities became a need. They were called relay houses in )hina, *hans in facilities became a need. They were called relay houses in )hina, *hans in Persia, and tabernas in !ome.
Persia, and tabernas in !ome.
•
• Innoations began to emerge as the history of lodging unfolds. (t someInnoations began to emerge as the history of lodging unfolds. (t some
point,
point, inn*eepers inn*eepers began began to to incorporate food incorporate food and and beerage beerage serice serice in in theirtheir operations.
operations.
•
• (nother deelopment was the !oman networ* of roads that crisscrossed(nother deelopment was the !oman networ* of roads that crisscrossed
+urope and parts of (sia and (frica. These roads proided fast and safe +urope and parts of (sia and (frica. These roads proided fast and safe routes for traelers.
routes for traelers.
•
• The concept of hospitality was changed in 1454 in &lorence, Italy. TheThe concept of hospitality was changed in 1454 in &lorence, Italy. The
inn*eepers created a guild or associations that formed hospitality into inn*eepers created a guild or associations that formed hospitality into business.
business.
•
• ThThe e inindusdustrtriaial l rereololututioion n of of ththe e mimid-1d-1677677s s crcreaeateted d nenew w momodes des ofof
transportation that further changed the way people traeled. transportation that further changed the way people traeled.
•
• The emergence of railroads and later the automobile played large roles inThe emergence of railroads and later the automobile played large roles in
lod
lodginging8s g8s hishistortory y becbecausause e botboth h dradramatmaticaically lly incincreareased sed the the lenlengthgths s ofof 2ourney segments for a traeler.
2ourney segments for a traeler.
•
• (s the eolution of lodging continued, new facilities began to emerge as(s the eolution of lodging continued, new facilities began to emerge as
an option for traelers. an option for traelers.
•
• The wealthy and landed aristocracy of the world began to iew the many The wealthy and landed aristocracy of the world began to iew the many
spare rooms in their castles and estates as sources of reenue. The best spare rooms in their castles and estates as sources of reenue. The best e%ampl
e%ample of e of this can be traced bac* to this can be traced bac* to the +nglisthe +nglish and h and colonicolonial inns of theal inns of the 1677s.
1677s.
•
• The significThe significant differencant difference e betweebetween n the two the two was that was that colonicolonial al inns offeredinns offered
rooms to anyone who could afford to pay, whereas +nglish inns were most rooms to anyone who could afford to pay, whereas +nglish inns were most often resered for the
often resered for the aristocracy.aristocracy.
•
• (nother difference between the two was that +nglish inns rented out(nother difference between the two was that +nglish inns rented out
indiidual sleeping rooms, whereas colonial inns regularly offered large indiidual sleeping rooms, whereas colonial inns regularly offered large rooms with seeral beds inside. This meant that +nglish inns could offer rooms with seeral beds inside. This meant that +nglish inns could offer
4 4
priate
priate guest guest rooms, rooms, whereas whereas colonial colonial inns inns were were better better suited suited forfor communal accommodations.
communal accommodations.
•
• The wordThe word hotel hotel is the (nglicized ersion of the &rench hotel garni, which is the (nglicized ersion of the &rench hotel garni, which
translates into /large, furnished mansion0. translates into /large, furnished mansion0.
•
• The first lodging facility that can be directly considered a precursor of theThe first lodging facility that can be directly considered a precursor of the
modern hotel was the 69 rooms )ity
modern hotel was the 69 rooms )ity Hotel built in :ew or* in 16<=.Hotel built in :ew or* in 16<=.
•
• It is a significant milestone in the eolution of lodging because its soleIt is a significant milestone in the eolution of lodging because its sole
purpose
purpose was was to to house house guests. guests. (ll (ll the the preious preious inns inns were were homes homes first first andand lodging facilities second.
lodging facilities second.
•
• In 154<, Tremont House was built in 'oston. This property was anotherIn 154<, Tremont House was built in 'oston. This property was another
milestone in the early reolution of hotels. milestone in the early reolution of hotels.
•
• It was considered as the first fie-star hotel. Highly trained staff, &renchIt was considered as the first fie-star hotel. Highly trained staff, &rench
)uisine, and lu%urious appointed rooms combined to gie guests the finest )uisine, and lu%urious appointed rooms combined to gie guests the finest hotel e%perience aailable eer to
hotel e%perience aailable eer to that point in time.that point in time.
•
• (menities offered by the Tremont House include in-room water pitchers(menities offered by the Tremont House include in-room water pitchers
and free soap that was considered
and free soap that was considered reolutionary.reolutionary.
D.
D. lassi$i"ation lassi$i"ation o$ o$ Hot#lsHot#ls 1.
1. (c(ccocordrdining tg to $o $izizee a.
a. $m$malall $cl $calale >ue >undender 1?r 1?7 ro7 roomoms@s@ b.
b. Aedium $cale >1?7 to 4<< rooms@Aedium $cale >1?7 to 4<< rooms@ c.
c. LaLargrge $ce $calale >e >977 977 anand abd aboeoe@@ 4. (ccording to Target Aar*et 4. (ccording to Target Aar*et a.
a. )o)ommmmerercicial al HoHotetelsls b.
b. (irport Hotels(irport Hotels cc.. $$uuiitte He Hootteellss d.
d. !e!esisidedentntiaial Hotl Hotelelss e.
e. !e!essorort t HHototelelss f.
f. 'e'ed and and 'rd 'reaea*f*fasast Hot Hotetelsls g.
g. TiTimeme-$h-$harare and )oe and )ondondomimininiumum h.
h. )a)assinino Ho Hototelelss
ii.. )o)onfnfererenence )ce )enenteterrss 2.
2. )onention Hotels)onention Hotels *.
*. (lt(lternernatiatie Le Lodgiodging ng ProProperpertietiess
9 9
9. (ccording to Leels of $erice # Price a. Borld-)lass $erice
b. Aedium-!ange $erice c. +conomy # Limited $erice
=. (ccording to Type of "wnership and (ffiliation a. "wner-operated
b. "wner-managed c. Independent d. &ranchised
e. Aanagement-contract ?. !easons for Traeling
a. 'usiness Trael b. Pleasure Trael
c. roup Trael d. 'uying Influences
C. (ccording to Duality !an*ing a. Eelu%e b. &irst )lass c. $tandard d. +conomy 6. (ccording to Location a. )enter )ity b. $uburban c. !esort d. (irport e. Highway =
E.
E. Hot#l Hot#l Or(ani)ationOr(ani)ation Mission S
Mission Statement tatement Eefine
Eefines s the the uniue uniue purpopurpose se that that sets sets one one hotel hotel or or Hotel Hotel )ompa)ompanyny apa
apart rt frofrom m othothersers. . It It e%pre%pressesses es the the undeunderlyrlying ing phiphiloslosophy ophy thathat t gigieses mea
meaninning g and and dirdirectection ion to to hothotel el polpoliciicies. es. ( ( hothotel8el8s s mimissission on ststatematementent should address the interests of three dierse groups guests, management, should address the interests of three dierse groups guests, management, and employees.
and employees. Objectives Objectives (re
(re those those ends ends an an organization organization must must achiee achiee to to effectiely effectiely carry carry outout its mission. (n ob2ectie is more specific than a mission; it calls for leels its mission. (n ob2ectie is more specific than a mission; it calls for leels of achieement, which can be obsered and measured.
of achieement, which can be obsered and measured. Goals
Goals
Eefine the purpose of a
Eefine the purpose of a department or diision; they direct thedepartment or diision; they direct the actions of managers and employees and the functions of the department or actions of managers and employees and the functions of the department or diision towards fulfilling the hotel8s mission.
diision towards fulfilling the hotel8s mission. Strategi
Strategieses
(re the methods a department or d
(re the methods a department or diision plans to use to achieeiision plans to use to achiee its goals.
its goals.
Organizational Chart Organizational Chart
(
( schemschematic atic reprerepresentatsentation ion of of the the relatrelationshiionships ps betweebetween n positpositionsions within the organization. It shows where each position fits in the oerall within the organization. It shows where each position fits in the oerall org
organianizatzation ion as as welwell l as as wherwhere e didiisiisions ons of of resresponsponsibiibilitlity y and and linlines es ofof authority lie. $olid lines on the chart indicate direct-line accountability. authority lie. $olid lines on the chart indicate direct-line accountability. Eo
Eotttted ed lilinenes s inindidicacate te rerelalatitiononshshipips s ththat at ininoolle e a a hihigh gh dedegrgree ee ofof cooperation and communication, but not direct reporting relationship. cooperation and communication, but not direct reporting relationship.
? ?
F.
F. lassi$i"ation o$ lassi$i"ation o$ Fun"tional Ar#as*Fun"tional Ar#as* 1. !eenue s. $upport )enters 1. !eenue s. $upport )enters
a. !eenue )enters - those that sells goods or serices to guests, thereby a. !eenue )enters - those that sells goods or serices to guests, thereby
generating reenue for the hotel
generating reenue for the hotel >front office, food and>front office, food and beerage outlets, room serice and retail stores@.
beerage outlets, room serice and retail stores@. b. $upport )enters
b. $upport )enters -- these do not generate direct reenue, but proidethese do not generate direct reenue, but proide important bac*ing for the hotel8s reenue centers important bac*ing for the hotel8s reenue centers
>house*eeping, accounting, engineering and maintenance, >house*eeping, accounting, engineering and maintenance, and human resources diision@.
and human resources diision@. 4. &ront-of-the-house s. 'ac*-of-the-house
4. &ront-of-the-house s. 'ac*-of-the-house a.
a. &ront-of-the-house &ront-of-the-house -- areas that inoles guest and employeeareas that inoles guest and employee interaction >front office, restaurants, and lounges@.
interaction >front office, restaurants, and lounges@. b.
b. 'ac*-of-the-house 'ac*-of-the-house - - areas areas where where interaction interaction between between guests guests andand em
emplployoyeeees s is is leless ss cocommmmon on >h>houousese*e*eepepining, g, enengigineneererining g anandd maintenance, accounting, and human resources@.
maintenance, accounting, and human resources@. +.
+. Hot#l Hot#l Di'isions*Di'isions*
•
• &ood and 'eerage Eiision&ood and 'eerage Eiision •
• $ales and Aar*eting Eiision$ales and Aar*eting Eiision •
• (ccounting Eiision(ccounting Eiision •
• +ngineering and Aaintenance+ngineering and Aaintenance •
• $ecurity Eiision$ecurity Eiision •
• Human !esource EiisionHuman !esource Eiision •
• !ooms Eiision!ooms Eiision •
• &ront "ffice&ront "ffice •
• House*eepingHouse*eeping •
• "ther Eiisions"ther Eiisions •
• !etail "utlets!etail "utlets • • !ecreation!ecreation • • )asino)asino C C
IIII..
H
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N+ OR
+ OR+
+A
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NII-
-A
ATI
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ON
N
Hous###pin( /
Hous###pin( / refers to the up*eep and maintenance of cleanliness and order in a houserefers to the up*eep and maintenance of cleanliness and order in a house or a lodging establishment. +fficient managed house*eeping department or a lodging establishment. +fficient managed house*eeping department ens
ensure ure the the clecleanlanlineiness, ss, maimaintentenannance, ce, and and aesaesthethetic tic appappeal eal of of lodlodgingingg properties. The
properties. The house*eeping house*eeping department not department not only prepares, only prepares, on a on a timelytimely basis,
basis, clean clean guestrooms for guestrooms for arriing guests, arriing guests, it it also cleans also cleans and and maintainsmaintains eerything in the hotel so that the property is as fresh and attractie as eerything in the hotel so that the property is as fresh and attractie as the day it opened for business.
the day it opened for business. Hous###p#r
Hous###p#r F one who is responsible for administering house*eeping maintenance, F one who is responsible for administering house*eeping maintenance, insuring that eerything is on order and
insuring that eerything is on order and that all occupants are madethat all occupants are made comfortable, safe and protected from disease-causing bacteria. comfortable, safe and protected from disease-causing bacteria. A.
A. TypTyp#s #s o$ o$ HouHous##s###pin#pin(*(* 1.
1. EomesEomestic Houstic House*eepie*eeping F referng F refers to houss to house*eepie*eeping maintng maintenance in a hoenance in a house. (ruse. (reaseas coered by domestic house*eeping bedroom, coered by domestic house*eeping bedroom, lii
liing ng room, room, entertentertainmeainment nt room, room, *itch*itchen, en, comfocomfortrt room
room and and otherothers s that that consisconsist t of of a a coneniconenientent house.
house. 4.
4. InstInstitutitutional Houional House*eepise*eeping F applieng F applies to houss to house*eepie*eeping mainteng maintenance in comnance in commercimercialal lodging establishments li*e hotels, resorts, inns, and lodging establishments li*e hotels, resorts, inns, and apartels.
apartels.
Institutional House*eeping usually coers the following areas Institutional House*eeping usually coers the following areas
1
1.. uueesst t rroooommss 4.
4. HaHallllwaways ys and and cocorrrrididororss 9
9.. LLoobbbbyy =.
=. PubPublic lic roorooms ms and and resrestautauranrantsts ?
?.. ""ffffiicceess C
C.. $$ttaaiirrwwayayss 6
6.. BBiinnddoowwss 5.
5. $to$tores res and and concconcessessionionairaire se shopshops <
<.. rroouunnddss 17.
17. Linen Linen and Lauand Laundry arndry areaea %.
%. S"opS"op# o$ Hou# o$ Hous##s###pin#pin( 0ain( 0aint#nat#nan"#*n"#* 1.
1. uuesestrtroom oom mamainintetenanancnce.e. 4.
4. AaAainintetenanancnce of pube of publilic arec areasas.. 9.
9. AaiAaintentenannance of lice of linen annen and laud laundrndry sery sericice.e. =.
=. BashiBashing, isng, issuancesuance, repai, repair and ir and inentonentory of ery of employmployee8s unee8s uniformiform.. ?.
?. InstInstallatallation, clion, cleaning aneaning and maind maintenance otenance of fi%tf fi%tures anures and facild facilitiesities..
6 6
C. Proision of special serices li*e baby-sitting, polishing shoes, etc. . O12#"ti'#s o$ Hous###pin( D#part&#nt*
1. To proide a clean, safe and comfortable enironment, which gies a feeling of security and reassurance to guests.
4. To conform to sanitation reuirements of health laws.
9. To protect and maintain the original beauty of the building finishes, fabrics and furnishings.
=. To e%tend friendly and courteous serice to all guests and to all staff members of the hotel.
?. To operate with a conscious and cooperatie effort towards the company. C. To train staff members of the hotel in house*eeping serices.
D. 0a2or R#sponsi1iliti#s o$ Hous###pin( D#part&#nt*
1. Aaintaining of guestrooms on a high standard of cleanliness.
4. !eporting any repairs needed and seeing that these repairs are made as promptly as possible.
9. 'eing alert to safety hazards and eliminating the condition, which could cause in2ury to the guest.
=. Practicing sanitation methods, which fulfill health law reuirements and furnishing protection for the guests.
?. Eisposing of trash neatly and safely.
C. Geeping all public areas clean and initing. 6. )oordinating pest control serices.
5. &urnishing adeuate supplies of linens, uniforms, cleaning aids and printed materials.
<. Aa*ing sure that serices and employees areas are *ept clean and orderly. 17. Geeping all corridors clean, safe, and free from obstruction.
11. )leaning light fi%tures and using right wattages.
14. Properly using and maintaining all euipment needed.
19. Practicing cleaning methods that help retain the original beauty of the hotel. 1=. Proiding records that are necessary for efficient operation.
1?. Promoting business for the hotel through courteous serice to the guest. 1C. )ontrolling e%penses to assist the hotel in operating profitably.
16. Geeping all office areas neat, clean and initing.
15. $ecuring and *eeping accurate records on lost and found items. E. 0ain Fun"tions o$ t!# Hous###pin( D#part&#nt*
1. )leaning and maintenance. 4. Training of its personnel.
9. !euisition and control of necessary supplies and euipment. =. Paperwor*.
Fa'ora1l# Wor#r3s %#!a'ior* +nthusiastic )aring &le%ible $ensitie +ncouraging Positie "pen :on-3udgmental )ommunicator Team Player Innoatie Eependable &air "rganized Patient &acilitator !espectful (daptable +thical Ta*es )harge Pro-(ctie (ssertie $elf-Aotiated $erice-"riented Aeticulous :ot $uperstitious
Eoes not Eiscuss
)ontroersial and Issues
Billing to (ccept )hallenges
)redible
Eoes :ot Ta*e Personally
Tactful
)reatie
(bility to Aa*e Duic* Eecisions
(bility to Influence
Eiplomatic
(bility to Bor* nder Pressure
III.
HOUSE,EEPIN+ OR+ANI-ATIONAL HART
• For Large Establishments:
$t
• For Smaller Establishments:
17 +%ecutie House*eeper or House*eeping Aanager !ooms*eeping $uperisor !oomboy )hambermaid Aini-'ar (ttendant
Public (rea $uperisor
Houseman# tility#Aaintenance Pest )ontrol Technician ardener# rounds Aaintenance
Linen Laundry $uperisor Linen (ttendant Laundry (ttendant Jalet !unner $team Presser# Ironer House*eeping $uperisor
(ssistant House*eeping $uperisor
!oom (ttendant or !oomboy and )hambermaid Houseman and Powder irl Linen and Laundry (ttendant ardener and rounds Aaintenance )rew
Distribution of Houseee!ing "es!onsibilities:
House*eeping tas*s are distributed to house*eeping personnel who are designated to perform the following functions and responsibilities
I. E4#"uti'# Hous###p#r or Hous###pin( 0ana(#r
%asi" Fun"tion* !esponsible for maintaining a smooth and efficient flow of operations in the House*eeping Eepartment, sees to it that house*eeping maintenance is carried out in accordance with prescribed standards and policies.
A. Plannin( and Pro1l#&5Sol'in( Fun"tions*
1. Eetermines the operational reuirements of his#her department and coordinates with the Purchasing Eepartment for the procurement for the said items;
4. &ormulates goals and targets as well as plans and strategies geared towards goal attainment;
9. Prepares and submits operations budgets and monitors consumption against budget;
=. (nalyze ariances against targets and deiations from standards and ta*e correctie action;
?. Ta*e correctie action for any problem affecting the operation in his department attends to customer complaints coordinates with department concerned for remedial action;
C. )alls for and presides oer operations meetings with superisors to discuss and resole operational problems.
%. Or(ani)ational Fun"tions
1. "rganizes the flow of house*eeping operations
• Identifies tas*s to be done and distributes them to his
staff
• !eiew#upgrades 2ob description and 2ob procedures • !eiews#upgrades operational policies as needed
4. Eelegates side duties to subordinates. . L#adin( and Dir#"tin( Fun"tions
1. )onducts 2ob orientation and training of house*eeping personnel; 4. !egularly conducts spot chec*s and routine inspection to ensure
that house*eeping standards are complied with;
9. Prepares and submits reports reuired by management such as critical incidents reports, budget ariance report, inentory report and other documents;
=. 'oost employee morale and motiation through the effectie use of motiational techniues;
?. Proides superision and coaching to section heads;
C. )oordinates periodic inentory of house*eeping items and supplies, *eeps trac* of losses and brea*down of euipment; 6. Aaintains par stoc* reuirements, initiates reuisition as needed; 5. )oordinates closely with &ront "ffice on room status and room
boo*ings as well as changes in room assignments and reserations;
<. )oordinates with the &acilities and Aaintenance $ection on matters reuiring repair or trouble shooting of euipment and room facilities.
D. ontrollin( Fun"tion
1. )ontrols and monitors e%penses against the budget; ta*es appropriate action against e%cessie consumption;
4. $ees to it that house rules and house*eeping policies are carried out by the respectie units under him;
9. +aluates subordinates performance and conducts appraisal interiew8
=. +nforces disciplinary action against erring employees; conducts correctie interiew as needed;
?. Loo*s after the wear and tear of euipment; loo*s after their proper use, storage and maintenance.
E. +u#st R#lations
1. )hec*s customer satisfaction, solicits feedbac* and attends to customer needs;
4. Handles guest complaints and ta*es correctie action;
9. Performs other related functions as maybe assigned by superior. II. Roo&s 0aint#nan"# Sup#r'isor
%asi" Fun"tion*Eirects and controls rooms *eeping actiities including room ma*e up, installation of mini-bar and other room amenities, ensures conformity to prescribed !ooms*eeping standards and policies.
Duti#s and R#sponsi1iliti#s*
1. )onducts routine inspection to chec* the uality of room ma*e up; ma*es sure that the rooms are installed with standard room
amenities and that the area is free of safety hazards. (lso chec*s if there is anything that needs repair or correctie action;
4. )hec*s rooms status during room chec*, prepares and distributes room status report to &ront Ees* and to room attendants;
9. Loo*s after the proper use, storage and maintenance of linen and cleaning euipments as well as house*eeping tools and supplies; =. !egularly chec*s the condition and maintenance of house*eeping
euipment. Hae them cleaned regularly. Initiates serice reuest for defectie items;
?. )hec*s and maintains par stoc*. Aa*es reuisition wheneer needed;
C. Initiates and superises the wee*ly inentory of room supplies and other House*eeping items entrusted to his unit. !eports losses and damages and ta*es correctie action against rec*less use of euipment;
6. $ees to it that his superior is informed of all unusual incidents and accidents in his area of responsibility;
5. Trains, coaches and superises room boys and chambermaids; <. (ttends to the performance ealuation of his subordinates;
conducts appraisal interiew;
17. Personally attends to JIP guests and their reuirements; 11. (ttends to guest complaints. Inuiries and reuests;
14. )oordinates with &ront "ffice regarding changes in room status and boo*ings; with Aaintenance nit regarding reuests for repairs or maintenance;
19. Performs other related duties as maybe assigned by superior. III. H#ad Hous#&an or Pu1li" Ar#a Sup#r'isor
%asi" Fun"tion* Eirects and controls all actiities concerning public area maintenance and ensures conformity to prescribed house*eeping standards and policies.
Duti#s and R#sponsi1iliti#s*
1. Aaintain uality house*eeping in all public areas paying special attention to cleanliness, orderliness and safety in all coered areas; 4. )onducts regular inspection of the different public areas; chec*s
the uality of cleaning and maintenance and ensures that the area is free of safety hazards. (lso chec*s if there is anything that needs repair or correctie action;
9. )hec*s order in all areas and ma*es sure that fi%tures and furnitures are installed in the right location;
=. Aonitors and superises the proper use, storage, and maintenance of cleaning euipment as well as house*eeping tools and supplies;
?. )hec*s euipment regularly for their condition. Hae then cleaned regularly and repaired when out of order;
C. )hec*s and maintains par stoc* reuirements. Aa*es reuisition to replenish supplies.
6. Initiates and superises wee*ly inentory of cleaning supplies and other house*eeping items allocated to his unit. !eports losses and damages and ta*es correctie action against rec*less use of euipment;
5. !eports to management all unusual incidents and accidents in the public areas, safety hazards and items needing repair or
replacement;
<. Trains, coaches, and superises his staff;
17. +aluates the performance of his subordinates and conducts appraisal interiew;
11. Performs other related duties as maybe assigned by superior. IV. Roo&1oy6 !a&1#r&aid6 or Roo& Att#ndant
%asi" Fun"tion* (ttends to the maintenance and up*eep of all guestrooms and serice areas assigned to him# her.
Duti#s and R#sponsi1iliti#s*
1. Loo*s after the maintenance of cleanliness, orderliness and sanitation in his assigned guestrooms
• )lean walls, carpets, fi%tures following standard cleaning
procedures;
• $anitizes toilets and bathrooms using sanitizing chemicals; • )hanges# empties waste bas*ets or garbage cans;
• )ollects all used# soiled linen and replenishes them with fresh
ones;
• Loo*s after the orderly ma*e-up of the room, bed and the
bathroom;
• )hec*s the condition of all guestroom facilities and fi%tures
and reports any defect to superisor for correctie action;
• Installs and replenishes standard room amenities in their
appropriate location;
4. Performs turn-down serice if scheduled for the second shift; 9. Loo*s after the proper use, maintenance and storage of cleaning
euipment. !eports damages to superisor for correctie action; =. (ttends to the needs and additional reuests of house guests; ?. !eports all unusual incidents and complaints of house guests,
unauthorized entry of suspicious persons in guestrooms as well as guests who are sic* or in critical condition;
C. !eports and surrenders all lost and found items to superisor; 6. (ssists in the inentory of guestroom supplies and linens;
5. Prepares and submits daily accomplishment and consumption report to his# her superisor;
<. (ssists his superisor in conducting room chec*;
17. )onducts fumigation of assigned guestrooms as needed;
11. Performs other related duties as may be assigned by his or her superisor.
V. 0ini %ar Runn#r7 0ini %ar Att#ndant
%asi" Fun"tion* !esponsible for performing mini F bar installation, listing, replenishing, inentory F ta*ing, stoc*ing, reuisitioning and other related functions.
Duti#s and R#sponsi1iliti#s*
1. Aaintains par stoc* of mini bar items; initiates reuisition to replenish used stoc*s;
4. !ecords mini bar consumption per room and prepares a sales report;
9. (ssists in the promotion of mini bar items;
=. Aonitors sales and moement of stoc*s, informs superisor of slow moing and non-moing items;
?. )onduct mini-bar inentory;
C. )leans and dusts mini-bar bottles in acant guestrooms; 6. )hec*s and collects mini7bar receipts in all guestrooms;
5. (ssists in the inentory of stoc*s in house*eeping stoc*room as well as in all acant, occupied and chec*-out rooms;
<. Promptly prepares billing of mini-bar consumption giing priority to rooms occupied by guests who are about to chec*
out within the day;
17. )oordinates with &ront "ffice )ashiers for the billing of late charges;
11. )oordinates also with other staff li*e 'ell $erice in collecting bills of guests and hotel s*ipper;
14. +%plores to the incoming attendant all un-replenishment mini- bars in guestrooms to ma*e sure that all scheduled replenishments for the day will be accomplished as schedu led. 19. Eetermines aailability and non-aailability of mini-bars
stoc*s and updates accordingly the indiidual receipts distributed in guestrooms;
1=. )ollects empty or consumed mini-bar bottles, cans, etc., from different floors#guest areas, pantries, and guestrooms;
1?. )hec*s sales records from time to time to determine accuracy of records, inentories and billing;
1C. Ta*es note of salable and non-salable items to hae a more accurate basis for reuisition and ordering of stoc*s;
16. Eouble chec*s the e%piration dates of items for prompt replenishment;
15. !eturns spoiled stoc*s before the end of each month and submits report to superisor or the )ost )ontrol section;
1<. )oordinates closely with &ront "ffice regarding rooms on cash-basis to be able to pull out mini-bar stoc*s and also to obtain the chec*-out list for each day;
47. Performs other duties as may be assigned. VI. Hous#&an
%asi" Fun"tion* !esponsible for the up*eep and maintenance of cleanliness and orderliness in public areas assigned to him.
Duti#s and R#sponsi1iliti#s*
1. $ecures cleaning supplies, materials and euipment and loo*s after their proper use, storage and maintenance.
4. )hec*s the location, condition and arrangement of fi%tures in his area of responsibility, sees to it that they are clean and properly installed;
9. )leans and sanitizes public comfort rooms under his area, following standard cleaning procedures;
=. !eplenishes guest supplies in public comfort rooms li*e paper towels, toilet tissues, soap, etc.;
?. )leans and sanitizes all areas assigned to him following standard cleaning procedures
a. Jacuums#shampoos carpets and upholstered furniture; b. $weeps# scrubs# polishes floors and walls;
c. Polishes# dusts of all fi%tures;
d. )leans ceilings, e%haust and glass panels; e. )ollects and disposes garbage and litters; f. )hanges# cleans ashtrays;
g. Eisinfects toilet bowls, urinals, etc.
C. !eports all noted damages and out-of-order facilities in his area of responsibility including defectie cleaning euipment, busted bulbs, torn carpets, crac*s on walls, defectie sin*s, and toilet bowls, clogged floor drain, ceiling lea*s, defectie loc*s. 6. )onducts fumigation in the absence of a pest control
technician;
5. !eports guest complaints to his superisor as well as suspicious ob2ects or persons; turns-oer to him all lost-and-found articles;
<. Prepares daily accomplishment report and submits them to superisor;
17. Performs other related duties as may be assigned by superior.
VII. Po8d#r +irl
%asi" Fun"tion* !esponsible for the cleaning, care and maintenance of ladies comfort rooms and loc*er rooms.
Duti#s and R#sponsi1iliti#s*
1. Aaintains a par stoc* of cleaning supplies and ma*es reuisition to replenish stoc*s;
4. !egularly cleans ladies comfort rooms and loc*er rooms following standard cleaning procedures
• Eisinfects toilet bowls;
• $crubs, cleans, wipe dry floor and wall tiles; • Polish chrome and metal fi%tures li*e faucets; • &umigate the area as needed;
• Eispose garbage, wash and dry garbage bins
9. !eplenish toilet amenities li*e toilet paper, soap, paper towels, etc. =. )hec*s the condition of fi%tures and toilet facilities, chec*s for
lea*ing faucets, defectie tiles, shower, etc. and reports any defect to her superisor;
?. !etouches the cleaning of comfort rooms from time to time;
C. !egularly chec*s trash and empties garbage bins from time to time;
6. (ssists in other cleaning or house*eeping 2ob when not loaded; 5. (ssists in the issuance of linens if aailable;
<. Performs other related duties as maybe assigned by superior. VIII. +ard#n#r and +rounds 0aint#nan"# r#8
%asi" Fun"tion* !esponsible for maintaining the grounds including the plants and landscape.
Duti#s and R#sponsi1iliti#s*
1. Performs daily sweeping and cleaning of grounds following standard cleaning procedures;
4. Aaintains supplies for plants and grounds maintenance and ma*es reuisition to replenish stoc*s;
9. Loo*s after the care of plants, prunes leaes, apply fertilizer, weed out dried leaes, etc.;
=. Aaintains the landscape, insures that eerything is in order;
?. Performs cultiation of plants through planting and other techniues; scouts for new ornamental plants;
C. Aay perform side duties li*e maintenance of cleanliness of the pool area, fountains, faKade, gardens, motorpool and other related areas;
6. Performs other related duties as maybe assigned by superior.
I9. P#st ontrol T#"!ni"ian
%asi" Fun"tion* attends to the preention and control of pests through preentie and correctie techniues.
Duti#s and R#sponsi1iliti#s*
1. $earches for areas where pests and insects proliferate and perform the necessary fumigation;
4. Loo*s for patches or holes and other entry points of insects and ta*es correctie action;
9. Aaintains stoc*s for pest control and loo*s after their safe*eeping;
=. )hec*s possible sources and causes of the proliferation of pests and insects, ma*es report and recommendations to remedy the situation;
?. Performs fumigation in accordance with prescribed procedures; C. Performs other related duties as maybe assigned by superior.
IV.
HOUSE,EEPIN+ TER0INOLO+IES
1. A"ut# Ha)ard - something that could cause
immediate harm. &or e%ample, a chemical that could cause burns on contact with the s*in is an acute hazard.
4. A&#nity - a serice or item offered to guests or placed in guestrooms for conenience and comfort, and that at no e%tra cost.
9. Ar#a R#sponsi1ility Plan- a document that
geographically defines physical areas of a facility and assigns responsibility for
cleaning among the arious departments of a hotel or hospitality organization, usually deeloped from the diision of wor* document.
=. %#d and %at! Lin#n - items such as sheets,
pillowcases, hand towels, bath towels, washcloths, and cloth bath mats.
?. %#ddin( - all bed linens such as sheets and
pillowcases, and all blan*ets, shams, dust ruffles, pillow uilts, comforters, coerlets, mattress pads, and bed spreads.
C. %u$$in( - the act of polishing the surface of a floor with a low-speed >16?-9?7 rpm@ floor machine.
6. %urnis!in( - the act of polishing the surface of a
floor with a high-speed >9?7 rpm@ floor machine to achiee an e%tremely high gloss >wet loo*@ surface.
5. !roni" Ha)ard - something that could cause harm
oer along period; for e%ample, a chemical that could cause cancer or organ damage with repeated use oer a long period.
<. Daily Wor Assi(n&#nt S!##t - form that indicates special wor* tas*s reuired for a gien day and are assigned to a specific wor*er. 17. Da&p 0oppin( - the use of a damp >not wet@ mop
for spot cleaning of spills and oerall cleaning of light dirt from floors. This techniue is not intended to remoe heaily embedded dirt or old floor finish.
11. D##p l#anin( - intensie or specialized cleaning
underta*en in guestrooms or public areas. "ften conducted according to a special schedule or on a special pro2ect basis. Inoles moing heay furniture, high dusting, turning mattresses, acuuming draperies and curtains, and other cleaning functions
not normally performed in the day-to-day sericing of a guestroom. $ynonymously with general cleaning.
14. Dilution Ratio - comparison of the amount of water
that is, or must be, added to a specific cleaning agent that is recommended for a specific cleaning tas*. &or e%ample, a 471 dilution ratio means 47 parts water to a 1 part cleaning agent.
19. Dou1l# / Lo"#d - an occupied room for which the guest has refused house*eeping serice by loc*ing the room from the inside with a dead bolt. Eouble-loc*ed rooms cannot be accessed by room attendant using a standard pass *ey.
1=. Early 0a#up - a room status term indicating that
the guest has resered an early chec*-in time or has reuested his#her room to be cleaned as soon as possible.
1?. E&#r(#n"y ,#y - a *ey which opens all guestroom doors, een when they are double-loc*ed.
1C. Fa"# Fi1#rs - yarns which form the pile of the carpet. 16. Fa"# W#i(!t - the measure of a carpet8s pile. +ual
to the weight of the face fibers in one suare yard of a carpet.
15. Finis! - a liuid applied to floors that dries to a protectie coating and enhances the appearance of the floor. &inishes come in wa%- based or polymer types.
1<. Floor Par - the uantity of each type of linen that is reuired to out-fit all rooms sericed from a particular floor linen closet.
47. +u#st Ess#ntials - guest supplies that are essential in guestrooms but that the guest would not normally be e%pected to use up or remoe upon departure. +%amples include water glasses, ice buc*ets, and cloth hangers.
41. +u#st E4p#nda1l#s - guest supplies that guests
would normally be e%pected to use up or ta*e away upon departure. +%amples include stationery, toilet tissue and soap.
44. +u#st Loan It#&s - guest supplies not normally found in a guestroom but aailable upon reuest. +%amples include hair dryers, razors, ironing boards, and irons. uest signs a receipt and specify a time that the item may be pic*ed up by the house*eeping department.
49. +u#st R#:u#st - any special reuest not normally included in the regular sericing of a guestroom, such as for e%tra towels, hair dryers, razors roll-away bed or baby crib.
4=. +u#stroo& ,#y- a *ey which opens a single
guestroom door if it is not double-loc*ed.
4?. +u#st Suppli#s - supplies specifically needed
because guests are staying in a hotel.
4C. Hand addy - a portable container for storing,
holding, and transporting cleaning supplies. Typically located on the top shelf of the room attendant8s cart.
46. Hard Floor - floors made from natural stone or clay.
These floors are among the most durable of all floor surfaces, but also the least resilient. Types of hard floors include concrete, marble, a nd terrazzo, ceramic tile, and other natural stone.
45. HA-O00 Standard ;Ha)ard o&&uni"ation
Standard< - "$H(8s regulation reuiring all employers to inform employees about possible hazards related to chemicals they use on the 2ob.
4<. Hous###p#r3s R#port - a report made daily to the
front des* by the house*eeping department and signed by a manager indicating the correct status of all guestrooms. )ompilation of all results obtained from afternoon room chec*s conducted on the entire guestroom. $pecifies what rooms are ready for occupancy, occupied by guests, and#or on-change, etc.
97. Hous# Rul# - any published company-wide rule for
which iolation can result in immediate discharge.
91. Hous# S#tup - the total number of each type of linen
that is needed to outfit all guestrooms one time. (lso referred to as one par of linen.
94. Hous###pin( Status R#port - a report prepared by
the house*eeping department which indicates the current house*eeping status of each room, based on a physical chec*.
99. Lin#n Roo& - area in a hospitality operation which is often considered the headuarters of the house*eeping department. This is the area where the employee typically reports to wor*, receies room assignments, room status reports, and *eys; assembles and organizes cleaning supplies; and chec*s out at the end of his#her shift.
9=. 0aint#nan"# !#"list - document used as a guide in the performance of a maintenance inspection.
9?. 0aint#nan"# Wor R#:u#st For& - a three-part document used for repairs; is transmitted to the engineering department. &orm allows for the control and processing of wor* and the recording of man-hours and materials inoled in the repairs performed.
9C. 0ast#r ,#y - a *ey which opens all guestroom doors
which are not double-loc*ed.
96. 0it#rin( - a method for contouring a sheet or blan*et to fit the corner of a mattress in a smooth and neat manner. The results are sometimes referred to as /suare corners0 or /hospital corners0.
95. 0SDS ;0at#rial Sa$#ty Data S!##t< - a form
containing information about a chemical that is supp lied by the chemical8s manufacturer.
9<. O""upan"y R#port - a report prepared each night by a front des* agent which lists rooms occupied that night and indicates those guests e%pected to chec* out the following day.
=7. OSHA ;O""upational Sa$#ty and H#alt! A"t< - a broad set of rules that pro2ects wor*ers in all trades and professions from a ariety of
unsafe wor*ing conditions.
=1. Paddin( - a layer of material placed under carpet to increase resiliency. It can be made from a number of natural and synthetic materials. =4. pH S"al# - a scale that measures the acidity or
al*alinity of a substance to the scale, a pH of 6 is neutral, acids hae alues of less than 6 to 7, and al*alies hae alues of more than 6 to 1=.
=9. Pil# - the surface of a carpet; consists of fibers or yarns that form raised loops that can be cut or sheared.
==. Pil# Distortion - face fiber condition such as twisting, pilling, flaring, or matting caused by heay traffic or improper cleaning methods. =?. Pr#'#nti'# 0aint#nan"# - a systematic approach to
maintenance in which situations are identified and corrected on a regular basis to control costs and *eep larger problems from occurring. Preentie maintenance consists of inspection, minor corrections, and wor* order initiation.
=C. Pri&ary %a"in( - the part of the carpet to which face fibers are attached and which holds these fibers in place.
=6. R#sili#nt Floors - a type of floor that reduces noise and is considered easier to stand or wal* on. Types of resilient floors include inyl, asphalt, rubber, linoleum, and wood.
=5. Roo& Att#ndant3s art - a lightweight, wheeled
ehicle used by room attendants for transporting cleaning supplies, linen, and euipment needed to fulfill a bloc* of cleaning assignments.
=<. Roo& Insp#"tion - a detailed process in which guestrooms are systematically chec*ed for cleanliness and maintenance needs.
?7. Roo& Status Dis"r#pan"y - a situation in which the house*eeping department8s description of a room status differs from the room status information at the front des*.
?1. Roo& Status R#port - a report which allows the house*eeping department to identify the occupancy condition of the property8s rooms. enerated daily through a two-way communication between house*eeping and the front des*.
?4. Rotary Floor 0a"!in# - floor care euipment that accommodates both brushes and pads to perform such carpet cleaning tas*s as dry foaming cleaning, mist pad cleaning, rotary spin pad cleaning, or bonnet and brush shampoos. "n hard floors, these machines can be used to buff, burnish, scrub, strip, and refinish.
?9. Routin# 0aint#nan"# F actiities related to the general up*eep of the property that occur on a regular >daily or wee*ly@ basis, and reuire relatiely minimal training or s*ills to perform. These actiities occur outside of a formal wor* order system and include such tas*s as sweeping carpets, washing floor, cleaning guestrooms, etc.
?=. S"!#dul#d 0aint#nan"# - actiities related to the up*eep of the property that are initiated through a formal wor* order or similar document.
??. S#"ondary %a"in( - the part of a carpet that is laminated to the primary bac*ing to proide additional stability and more secure installation.
?C. Spray %u$$in( - the application of a finish solution while polishing a floor8s surface to retouch worn spots and to restore a glossy loo* to the floor8s surface.
?6. Turndo8n S#r'i"# - a special serice proided by the house*eeping department which a room attendant enters the guestroom in the early eening to restoc* supplies, tidy the room, and turn down the guest bed.
V. LEANIN+ SUPPLIES6 TOOLS6 HE0IALS AND E=UIP0ENT
ood house*eeping reuires high standard of cleanliness or the absence of dirt, and its sanitation as well, or the absences of disease-causing organisms li*e bacteria. (ll house*eeping tas*s need the use of the right tool for the right 2ob. &amiliarization on the following cleaning supplies, tools and euipment will help the hospitality proider an utmost serice to its guests and therefore attaining its goal and ob2ecties.
)leaning supplies and small cleaning euipment items are part of the non-recycled inentory in the house*eeping department. These supplies are consumed or used up in the course of routine house*eeping operations. )ontrolling inentories of all cleaning supplies and ensuring their effectie use is an important responsibility of the e%ecutie house*eeper. The e%ecutie house*eeper must wor* with all members of the house*eeping department to ensure the correct use of cleaning materials and adherence to cost-control procedures.
l#anin( 0at#rial* Us#s and "!ara"t#risti"s 8!#n
pur"!asin(* 'rooms $oft 'room $tic* 'room Push 'room )orn 'room
• The role of a broom is to
remoe large particles of soil from hard and resilient floors. ood push brooms will hae two rows of bristles. The front row will hae heay-duty bristles designed to remoe
stubborn, large particles of dirt and debris. The second row will hae fine, split tip, bristles designed to remoe fine
particles of dirt and debris. Aany good push brooms hae a steel brush hood that allows the operator to change worn brushes.
Aop 'uc*ets • 'uc*ets are made out of three
basic materials galanized steel, stainless steel, and structural foamed plastic. Plastic buc*ets do not rust and they are the most ine%pensie to ma*e, but they scratch, and dirt builds up in the scratches, ma*ing them permanently /grungy.0 $tainless steel buc*ets are the most e%pensie. Aop buc*ets range in size from 1C uarts up to ?7 uarts. The most popular sizes are 4C uarts and 9? uarts. !ound buc*ets trac* in a straight line
when pushing them down hallways while oal buc*ets tend to wander. Bell-designed buc*ets hae three-inch casters and rubber bumpers to protect furniture and walls. The best hae no seams. &or washing and rinsing a two-buc*et system saes aluable labor costs.
Bringers • Aop wringers sueeze in one or
two directions, sideways and downward. Eownward wringers are better, but more e%pensie. Bringers are made out of either
steel or plastic. Plastic is less e%pensie, but it wears out much faster than the metal wringers. Bringers can be purchased by size or in a /one-size fits all0 size.0
Bet Aops • Aop heads can be made of cotton,
rayon, or a rayon#cotton blend. )otton is the best for scrubbing and is the most economical material. !ayon is best for the application of floor finishes. !ayon# cotton blends are an e%cellent compromises. )hoose mops that are loop-end rather than cut-end. Loop-end mops hold liuids better, are more durable, and do not lint. (ll uality mops hae a tailband that helps the mop to spread eenly and retain its shape.
• Bash wet mops after each use and
do not apply bleach to the mop; bleach will speed the disintegration of the fibers. Bet mops can be purchased in a ariety of colors for color-coding purposes.
Eust Aops • Eust mops are meant to be used
daily to remoe dust and small particles of soil from the floor.
Eaily dusting helps to protect the floor8s finish by remoing small abrasie particles that erode the finish. Eust mops range in size from 14-inch to C7-inch widths. Eust mops can be made of cotton or synthetic yarns. )otton mops are normally treated with
chemicals that attract and hold particles. "il treatments should be
aoided because they can strain stone and wood floors. Eust mops should be treated at the end of the 2ob, not the beginning, in order to
allow the treated mop to dry.
$ynthetic yarns do not need to be treated and may be the best
alteratie in many instances. Eisposable mops last for
appro%imately 177,777 suare feet.
Aop Handles • Aop handles can be made from
wood, metal, and plastic and come with a ariety of features. Duic* change clamps are one welcome options. Handles are aailable in ?=-inch, C7-inch, and C9-inch lengths.
$ueegees
&loor $ueegee Bindow $ueegee
• sed to remoe e%cessie water
from the surface and corners. It also speeds up the drying process.
• &loor sueegees hae a much
heaier rubber than window ariety. Bindow sueegees come with a number of attractie
features, from telescoping handles that enable a wor*er to clean a third story e%terior window
without the aid of scaffolding or a ladder, to -2oints that allow a wor*er to sueegee a window at an angle.
Pads, 'onnets and 'rushes • &loor machines and burnishes use
floor pads, bonnets, and brushes. Pads are made from either natural or synthetic fibers. &loor pads hae a uniersal color code so that users can tell at a glance if they are using the right pad for a particular application. 'onnets are made of yarn and are intended to be used on a floor machine to spray clean carpets. &loor machine brushes are used to shampoo carpets. The fibers are synthetic.
House*eeper8s )art • sed for stoc*ing cleaning
supplies and chemicals so as to ma*e cleaning easier and faster.
• The house*eeper8s cart is a most
significant piece of euipment. There should be one cart for each section of rooms.
• These cart must be large enough to
carry all of the supplies that the section house*eeper might readily be e%pected to use in the wor*day >repeated trips to the main or satellite linen room for two e%tra sheets or three more glasses is distracting and will decrease wor* efficiency.@
• $ince the cart is large and may be
heaily loaded, it must be maneuerable and capable of being pushed by some one weighing less than 177 pounds. Duality house*eeper8s carts are maneuerable with fi%ed wheels at one end and castered wheels at the opposite end. The solution lies in uality caster and ball-bearing wheels.
• )arts should hae three deep
sheles, facilities to handle soiled linen sac*s and rubbish sac*s that are detachable, storage for a maid8s acuum, and a top that is partitioned for small items. There should be a bumper guard that surrounds the cart that will protect the corridor walls and door casings. These bumpers should not leae unsightly mar*s if they come in contact with walls.
Jacuum • sed to eliminate loose dirt and
dust particles from carpet surface, upholstered furniture and een hard surfaces.
$ingle-Eis* &loor Aachine • This machine can scrub floors,
strip floor finishes, spray buff floors, sand wood floors, polish floors, and shampoo carpets. Aachines are aailable in 16, 15,
1<, 47 and 41-inch models. These machines will accommodate pads, brushes, and bonnets.
• Bhen selecting a standard
single-dish scrubber, do not select too small a scrubber. ( large machine will coer an area faster, thus reducing labor costs.
• ( single-dish floor machine will
operate between 16? rpm to 9?7 rpm.
'urnishers or ltra-High-$peed 'uffers • !esembles li*e a single-dis* floor
machine, but they operate between 9?7 rpm and 4,?77 rpm.
• They were deeloped to polish the
new harder floor finishes that had been recently introduced into the
mar*et.
• nli*e single-dis* floor machines,
the pad of a H$ buffer does not rest entirely upon the floor. "nly the front part of the pad comes into contact with the floor; the rest of the weight is distributed to the wheels.
• Aany models hae caster wheels
in the front of the machine to distribute the weight.
• H$ buffers operate in a straight
line, while traditional scrubbers operate from side to side.
• There are battery and propane
models that enable the operator to coer ast areas without the need for troublesome electric cords. Propane models are noisy, they create no%ious fumes, and they present a possible fire hazard.
Trash-Handling +uipment • (nother piece of euipment used
by the section house*eeping aide is some sort of coneyor whereby rubbish and other materials may be moed from arious sections of the hotel to a disposal area.
)arpet $weeper • sed to pic*-up dirt and particles
from the carpet, 2ust press the handle and push towards the dirt to acuum sweep the carpet.
)arpet +%tractor • It is designed to dry foam shampoo
the carpets. It remoes dirt that stic*s to or penetrates into the carpet layers.
$couring Pads • )olor coded pads that is used to
scrub >green@ and clean painted surfaces, mirrors, marbles, and porcelain >white@.
Eusting )loths • &or dusting wooden and painted
parts of the area.
)leaning Towel • sed for drying bathroom walls
and floor tiles after they are cleaned.
Polishing )loths • &or polishing metal surfaces li*e
bathroom fi%tures.
Hand 'rushes • &or brushing away dusts from
rough surfaces such as rattan, wic*erwor*, etc.
• (lso used for cleaning tiles.
Toilet 'owl 'rush • &or cleaning toilet bowls.
Tongs • &or pic*ing up dirt and cigarette
buffs on ashtrays.
Trash 'ags • sed to underline garbage
containers so that wet garbage does not penetrate into the corners or surfaces, a situation that causes odor and proliferation of bacteria.
$ponges • &or cleaning fine surfaces.
'uc*ets • sed with mops for cleaning
floors, walls and other parts of the building.
Bood Polish# &urniture )leaners and Polishes
• To polish wood surfaces, leather
and imitation leather surfaces.
• :ormally wa% or oil-based
products that contain antistatic compounds.
• The best polishes contain lemon
oil, which seres to replenish the moisture that is lost from the wood.
Insecticides • &or fumigation to eliminate
insects#pests.
Aethylated $pirit • &or polishing all glass surfaces
such as mirrors, windows, etc. Eeodorizers # (ir &reshener • sed to remoe foul odor in
guestrooms, comfort rooms or any area with foul odor.
)arpet $tain !emoer • &or stain or spot remoal on
carpets.
Eisinfectant • sed to disinfect toilet bowls,
urinals, sin*, and other areas that are most ulnerable to bacterial contamination.
Aetal )leaners and Polishes • &or polishing brush copper and
metal surfaces.
Lacuer or Paint Thinner • sed to remoe lacuer or paint
from hard surfaces.
Auriatic (cid • To be used only for remoing
cement or plastic remains from floors.
• This is not adisable for toilet
bowls since it is ery strong and it can damage the tiles.
• Eilution will depend on the
thic*ness of cement or plastic remains.
Ba% $tripper • &ormulated to brea* up, loosen
and strip off tough old wa%es.
Eegreaser • &ormulated to remoe grease, oil,
dirt, carbon, in*, mildews, soils,
and wa%es.
+mulsion Ba% • ( buffable wa% used for resilient
floors li*e inyl, linoleum, and rubber tile and for concrete floors and marble.
Polymer $ealer • ( non-buffable wa% that is highly
recommended for wooden floors.
$olent Ba% • ( *erosene base wa% used for
wooden floors.
Paste Ba% • &or polishing stone floors, wood
and resilient floors.
Erain )leaners • To e%pedite draining of clogs.
Eetergents • sed to remoe soil from a surface
through a chemical action.
(ll-Purpose )leaners • ( multi-purpose agent designed
for seeral different cleaning tas*s depending upon the dilution ratio applied.
(brasie )leaners • :ormally contain a detergent
combined with bleach and an abrasie >usually silica, a uartz dust that can scratch glass@.
$olent )leaners • sed to clean surfaces that are
badly soiled by grease, tar, or oil.
• $olents are made from pine oils,
*erosene, and alcohols.
(l*alies • (l*alies in cleaning agents boost
the cleaning ability of detergents.
• They also hae disinfecting
powers.
• (l*alies in all-purpose cleaners
typically hae a pH between 5 and <.?.
Eelimers • sed to remoe mineral deposits
that can dull, scale, and#or discolor surfaces.
VI.
STANDARDS OF IDEAL HOUSE,EEPIN+
>. l#anlin#ss
• (ll areas are immaculately clean, corner-to-corner, top to bottom, including
surfaces.
• )losets, cabinets and storage areas are also *ept clean.
• &urnitures and fi%tures are properly dusted; door*nobs and metal fi%tures are
polished with the right metal polishing chemical.
• Bindows and glass panels are dusted and polished.
• &loors are acuumed, polished or shampooed when necessary. • rounds are free of liters and dirt.
?. Ord#rlin#ss
• &acilities and fi%tures are properly arranged and installed in appropriate
location.
• !oom amenities are properly installed in appropriate location. • Linens are neatly folded.
• 'eds are made up properly, linen are mitred and wrin*le free.
@. Sanitation
• The whole area is free from all sources of bacterial contamination such as
un-disposed garbage and left-oer, stagnant water, etc.;
• Bet garbage is properly underlined with plastic, coered and disposed
regularly;
• (ll items for personal use of guest and which come in contact with the body
li*e linen, cutleries, glasses, etc. are sanitized with sanitizing detergents to protect guests from possible bacterial contamination;
• lasses and water 2ug that are installed in guestrooms are coered;
• (rea is protected from pest infestation, regularly fumigated to eliminate pests.
. +u#sts3 o&$ort
• !ooms are properly entilated and lighted;
• uests are not disturbed by noise and other forms of distractions;
• There are sufficient amenities for the comfort of guests li*e linen, toiletries,
drin*ing glass, etc. B. Ey# App#al
• (mbiance is soothing to the eyes, not dim or dull;
• $uitable interior design is proided for; there is proper blending of colors; • :o eyesore can be found in guest-contact areas;
• Ball decors and TJ sets are posted at eye leel.
C. Sa$#ty
• The rooms, function rooms and public areas are free from any safety hazards
li*e open electrical outlet, dangling wires, damaged tiles, slippery floors, bro*en chairs, etc.;
• 'uilding is proided with all reuired safety facilities li*e entilated fire e%its,
emergency alarm, fire e%tinguishers#hoses; luminous safety signs, etc. safety standards prescribed for building maintenance by the goernment are strictly enforced;