Manage Intoxicated Persons

LIVELIHOOD SKILLS DEVELOPMENT & ENHANCEMENT CENTER (LSDEC)
MANAGE INTOXICATED PERSONS 11. What is the minimum legal age for people to consume
alcohol?
1. What factors would you take into account when
determining the intoxication level of a customer/guest? 12. How can you determine the legal obligations you are
2. What assistance might you offer to a customer/guest who under in relation to the serviced of alcohol to
you believe is intoxicated? customers/guests?
3. An intoxicated person is belligerent: who might you refer
this person to within the business so as they may handle the 1. What is ‘duty of care’ and who does it apply to?
situation? Duty of care means to make sure that all people are safe
4. What external authorities might you call for assistance in from harm when on the premises as well as when they leave.
dealing with a customer/guest who poses a threat to others This duty of care is owed to all people in the environment
customer/guests or staff? How would you contact these including:
authorities? Customers
5. What factors would you consider when analysing a Owners
situation involving an intoxicated person in a venue? Managers
6. Give me an example of a verbal warning you would give to Staff
a customer/guest who is slightly intoxicated and General Public.
behaving/talking in an unacceptable and inappropriate 2. What are five signs of intoxication?
manner in the venue. a) Loss of coordination
7. Describe aspects of verbal and non-verbal communication Being clumsy
that should be applied/used when talking with an intoxicated Eyes seem unfocused or glassy
person. Bumping into furniture and other people
8. You are assisting an intoxicated customer/guest to leave Staggering
the property: what activities might be involved when doing Falling down or tripping over things
this? Inability to walk in a straight line
9. How can you determine whether or not a customer is of Inability to do basic tasks like lifting a glass
legal drinking age? Knocking things over
10. A customer/guest has had a little too much to drink but is b) Change in speech
not at the stage where you need to ask them to leave the Having trouble talking in a normal manner
premises or to refuse them service of alcohol: what can you Speech becomes slower and slurred
suggest in order to allow them to remain on the premises and Volume of speech becomes louder
comply with the requirements of liquor licensing legislation? Person becomes outspoken
c) Moods, behaviour and conduct
MARIBELL TAPALES MANGILA, MPM, TESDA Accredited Competency Trainer Page 1

Big changes in mood over time. Briefly explain your responsibilities

Personality changes Promoting non-alcoholic drinks
Becoming isolated from group Offering low-alcoholic beverages
Inappropriately affectionate Offer water
Extremely outgoing Offer food
Wanting to cause arguments Slowing down service
Being over affectionate to strangers Advise other staff.
d) Quantity of alcohol consumed 5. As a staff member, if you need assistance when
The amount of drinks consumed dealing with an intoxicated patron, what internal sources
The rate of consumption can you ask and how can you contact them?
They are ordering more drinks at a time Internal sources include:
The types of drinks – normally become stronger Supervisor / Management
Complaints about strength of drinks Security
e) Smell of alcohol DJ.
f) Body language. Methods to contact them include:
Pagers
3. Monitoring the environment is a vital way to observe if Signals – verbal or hand
a person is intoxicated. What are three signs you would Button
observe? Phone call.
When monitoring, be aware of: 6. As a staff member, if you need assistance when
Types of drinks being ordered dealing with an intoxicated patron, what external
Who is ordering the drinks sources can you ask and how can you contact them?
Who is consuming the drinks External sources include:
Rate of consumption Police
Whether food is also being consumed Fire
People showing signs of intoxication Ambulance
Any drinking games being conducted Methods to contact them include:
Which people in the group could be of assistance when Special button
dealing with intoxicated patrons. Posters with contact numbers
Speed dials
4. What are three types of assistance that can be given Other methods that are suitable.
to an intoxicated person? 7. Creating the right environment is very important when
Talk to the customer or their friend promoting responsible service of alcohol. What are three

positive and three negative factors when creating the Patrons served double at closing time or served after
atmosphere? closing time
Positive factors include: Smokiness and/or lack of ventilation
High level of noise and movement
High levels of cleanliness
Lack of bar wiping, table clearing, toilet cleanliness
Facilities in operational order
Openly sexual or sexually competitive activity
Good security measures
In-house promotion or entertainment focusing on
Regular removal or rubbish and waste
alcohol and “sexy dancing”.
Prompt cleaning of tables and removal of dirty bottles,
8. What is a house policy and what are two items it
plates and glasses
should include?
Adequate and well lit and ventilated toilets
It is established policies and procedures that are in
Video camera surveillance
place to help promote the responsible service and
Non-aggressive security staff
consumption of alcohol within an organisation. It creates a
Non-crowding policies
framework for how an organisation will promote the safe
Mix between men and women
supply and consumption of alcohol
Well trained and professional staff
Good communication Items for inclusion in a house policy:
Good activities Expected standards of behaviour of customers
Safe venue layout. A list of those not to be served alcohol
Negative factors include: Limits for cocktails, shots or shooters.
Unsupervised pool tables
9. What is ‘drink spiking’ and how can it be reduced?
TV showing aggressive, offensive, sexual or
This is where alcohol or other substances is added to
intoxication-related images
drinks without the drinker’s knowledge or consent.
Music with a lot of offensive or sexually explicit words
Strategies to avoid drink spiking:
Congestion anywhere in the premises
Warn customers not to leave drinks unattended
Higher percentage of customers standing
Have a policy regarding the maximum number of shots
Drunk or underage persons allowed in and served
per drink, even in cocktails
Vomiting
Dispose of unattended drinks
Drug dealing or drug use
Be suspicious of orders for drinks with added shots of
Drunk customers in the premises
spirits and have a policy in place to deal with them
Staff being hostile or aggressive towards patrons
Watch the behaviour of patrons, looking for signs that a
Staff allowing aggression or watching conflict
person has become suddenly drunk
Staff sending people outside to fight
Take notice of people offering to take the affected
Late intervention in situations by staff
person home.

10. What is ‘binge drinking’ and how can it be reduced? Build up a relationship early on so it’s easier to speak
Binge drinking is a very harmful practice of drinking to them later
too much in a short period of time or in one-off episodes. Set aside a separate area for them, if possible, to
There are many ways to reduce it including limit avoid upsetting other customers
number of drinks per person, slow down service. Main way is Identify the leader and make him or her responsible
to follow house policy. for the group’s behaviour
Watch the amount they are drinking
11. What does T-A-K-E C-A-R-E stand for?
Speak to individuals at the bar
Tell early
Make it clear that, if one person causes trouble, they
Avoid put-downs
will all have to leave.
Keep calm
Ever courteous 14. What are three steps when asking an intoxicated
Clarify refusal patron to leave the premises?
Alternatives Final warning
Report Notifying friends
Echo. Identify transportation
12. What are the steps to follow when a customer comes Arrange assistance
to you with a complaint? Explain why the person is being asked to leave
Regardless of the complaint, key points to dealing with them Explain transportation options
include: Follow the person to the door
Listen carefully to the complaint, without interrupting Ensure the person is safely off the premises.
Show that you understand 15. What are two legal requirements when promoting
Apologise responsible service of alcohol?
Seek a solution.
Establish a house policy covering:
13. Large single sex groups can be a potential problem. Avoid promotions that encourage irresponsible
What are three things you can do, to help ensure they consumption of alcohol
follow the house policy? Train staff in responsible service of alcohol
Distribute house policy with confirmations of large Identify and address potential difficult situations
bookings or private functions Create the right atmosphere.
Speak with them on arrival
16. What are three tips to remember when dealing with
Welcome them and thank them for their patronage
an intoxicated person?
however notify them of expected behaviour
Identify situations where problems may arise as early
Speak with them in a friendly manner and don’t treat
as possible
them as a problem, until they do become one

Try to involve the customer by providing options Some venues may allow a minor to have an alcoholic drink
Treat the customer professionally if they are having a meal or with a spouse, parent or guardian
Don’t touch the customer, where possible Food containing alcohol may be consumed if below a
Take action as early as possible certain percentage of the entire meal
Follow all house policies, rules and regulations. Minors may not be allowed into areas where their
17. What are two reasons why young people can’t drink primary product sold is alcohol including bars and night
alcohol? clubs.
They lack the experience of drinking alcohol 19. What are two areas in which laws may apply when it
They may not be mature enough to handle themselves comes to the supply and sale of alcohol?
in a drinking capacity License to sell
Brain does not fully develop until the age of 24 in males Establish policies and procedures
and 22 in females. Therefore the effects of alcohol Training of staff
impacts brain development to a greater extent Documentation of systems
Their internal organs haven’t fully developed, therefore Recording Incidents.
the effects of alcohol are greater
20. Why is it important to record incidents involving
Minors are more likely to binge drink, which is a major
intoxication?
health risk
It can be used as a learning tool and can assist in
Minors are most likely to become dependent on alcohol
communication between staff and management
and become heavy drinkers later in life.
It provides an accurate record for police, company or
18. What are three rules that may apply relating to
insurance purposes
serving alcohol and underage customers?
It can help prevent similar incidents from happening
Alcohol cannot be sold to a person under the legal
again.
drinking age
Alcohol cannot be supplied or consumed by a person
under the legal drinking age
Proof of age must be checked if a person looks under
25 years of age
Minors may be able to be on a premises that supplies
alcohol if:
- They are in the company of a responsible adult
- Are eating a meal
- Work on the premises in duties that do not involve
the sale of alcohol

9. Which other staff within a venue might a valet need to

liaise with in order to address anticipated and/or identified
guest needs?
10. When inspecting a guest room prior to their arrival, what
things should a valet check?
11. Demonstrate how as a valet you would welcome a guest
and start to establish a rapport with them.
12. In a five-star establishment, what in-house services might
a valet be able to advise guests about?
13. How might a valet deal with guest luggage on their arrival
at a venue once the luggage has been delivered to the
guest‟s room?
14. Identify three tasks a valet may provide for a guest
throughout their stay at a venue in relation to their clothing.
15. Identify five requests guests frequently make of a valet
that are deemed to be legitimate jobs for a valet to undertake
for a guest.
PROVIDE VALET/BUTLER SERVICES
1. Tell me the services a valet may provide to guests. 16. Give three examples of VIP treatment a valet may
2. How does the position of valet fit in with other guest provide to VIP guests.
service roles in an establishment? 17. Give one example of how a valet might adjust service
3. What personal characteristics does a valet require? delivery to meet the individual needs, wants or preferences of
4. What are the grooming and personal presentation a guest.
standards for a valet? 18. What actions might a valet take (and/or not take) to
5. What venue policies and/or procedures might apply to the maintain the privacy and confidentiality of guests?
work of a valet on a day-to-day basis? 19. What pre-departure and on-departure services might a
6. Why is communication (between valet and the guest) so valet provide to departing guests?
important in the work of a valet? 20. Identify three billable charges a valet may need to ensure
7. What guest information might a valet obtain/try to obtain are charged to a guest‟s account.
about a guest they are going to provide service to before the 21. After a guest has departed, what guest history details
guest‟s arrival? might a valet update to assist with service provision when the
8. Howe can a valet determine guest preferences for a guest guest next stays at the venue?
they are providing service for?

22. After a VIP guest has left, what details of their stay might Any from the following:
a valet discuss when debriefing with management?  Fits properly
 Is clean
1. Identify five roles of a valet.  Remains in good repair
Any from the following:  Must wear all the uniform.
 Housekeeper 5. Identify five standard grooming activities a valet
 Confidant should implement.
 Guide Any from the following:
 Concierge  Regular washing/bathing
 Organiser  Use of a suitable deodorant
 Supervisor  Use of lightly-scented aftershave or perfume
 Guest relations.  Make-up must be kept neutral for women
2. In which department within a venue is the valet usually  Good personal hygiene habits and practices
located? Housekeeping.  Men must be clean shaven
3. List five personal characteristics required by a valet.  Hair neat and tidy
Any from the following:  Hands and nails must be clean & well cared for at all
 Tact and diplomacy times
 Discretion  Regular attention to teeth
 Etiquette  Sufficient rest
 Good manners  Exercise.
 Politeness 6. List three examples of policies and/or procedures
venues may have in relation to the provision of valet
 Civility
services
 Honesty
Any from the following:
 Dedication
 Service standards and protocols
 Willingness to be of genuine service
 Honesty
 An unbiased and prejudice-free disposition
 Use of enterprise equipment and facilities for personal
 Punctuality
use or gain
 Attention to detail  Treatment of VIPs
 Initiative.
 Complimentary goods and services to be provided as
part of the standard valet service
4. Identify three requirements relating to the wearing of a  Discretionary authority
uniform by a valet.

 Reporting procedures. 10. Identify three ways a valet can obtain information
about a guest prior to their arrival at the venue?
7. Identify three ways in which valets can identify venue Any from the following:
policies and procedures relating to the provision of valet  Read/refer to internal guest history
services.  Talk to guest or their representative
 Complete all necessary in-house training programs  Talk to venue staff who have served the guest
for valets  Read documentation from guest – reservation details
 Talk to more senior and experienced valets, or and special instructions.
supervisors or managers 11. What are presented in the notes as the three keys to
 Read the relevant policies and procedures. determining guest requirements for products and
8. List three ways a valet can optimise the development services when a guest has arrived at the venue?
of trust and confidence between themselves and the  Use common sense to determine what to
guest. provide/offer
Any from the following:  Ask the guest or their staff/representatives
 Being aware of the needs of the guest before they  Clarify specific valet attendance requirements.
arrive 12. When liaising with other staff regarding a guest stay
 Having extremely high levels of product knowledge where valet service is being provided, list three activities
 Making sure beyond all doubt everything told, a valet may need to undertake.
explained or discussed with the guest is true, up-to- Any from the following:
date and accurate  Meet with staff to discuss guest stay and make
 Being proactive necessary arrangements
 Always ensuring any promises are kept  Share original information about the stay/guest and
 Not interfering. any information provided/obtained subsequent to this
9. Name three principles of communication a valet altering previous knowledge, service delivery
should employ when communicating with guests. requirements or planning
Any from the following:  Organise the arrival of the guest
 Every message must have a purpose  Notify other staff and/or departments of guest arrival.
 Messages should match the interests and abilities of 13. Where a valet-serviced guest requires service
the guest provision from an external supplier/provider, list the five
 Unnecessary words should be eliminated actions valets may need to take to ensure this occurs as
 Chosen words should be within the experience range required.
of the guest  Contact them
 Verbal messages should be clear and concise.

 Advise of updated information, arrangements or 17. Identify four ‘general valet services’ a valet may
numbers provide to guests.
 Confirm other existing arrangements Any from the following:
 Clarify issues as required  Providing general housekeeping duties for the
 Communicate last-minute details – such as. room/suite
14. How long in advance of the valet-serviced guest  Making tea and coffee
arrival should their room be verified as ‘ready’ and why  Preparing guest clothes and footwear
is there a need for this lead time?  Undertaking personal errands for the guest
Three hours in advance to allow time to take whatever  Answering the telephone and door – and screening
corrective action is necessary, re-room the guest and so the callers
room is available if the guest arrives early.  Liaising with guest and venue staff
15. When conducting an inspection of a valet-serviced  Making arrangements on behalf of the guest.
guest room list four activities that should be 18. List five examples of services other than ‘general
implemented valet services’ a valet may advise guests about/provide
for guests.
Any from the following: Any from the following:
 Use a pre-prepared checklist to guide the inspection  Organising special functions
 Cover all aspects of the room/suite  Organising excursions and trips
 Check and confirm previously set settings to  Making restaurant and theatre bookings
equipment  Arranging room service
 Confirm the presence of „on arrival‟ items  Providing general advice
 Use all the senses to check the room.  Making or confirming travel arrangements
16. When the valet welcomes their guest in the privacy of  Providing wake-up and/or reminder calls
the guest’s room, what five things should be involved in  Delivering newspaper(s), coffee or tea first thing in
this process? the morning
 Use of the guest‟s name when greeting them and  Ordering and serving breakfast
welcoming them to the venue  Looking after dry cleaning and laundry needs
 Introduce themselves by name and position  Organising a personal driver, limousine, taxi, or hire
 Confirm previously advised requests have been taken car
care of  Arranging for appropriate security.
 Invite questions and further requests
 Make an offer of immediate assistance.

19. What is identified in the notes as being the two 24. A valet-serviced guest has asked you to organise
primary requirements for valets when handling guest repairs to their lap top computer – identify four important
luggage? aspects to consider when complying with this request.
Any from the following:
 Handle with care to avoid damage
 Use an external service providers
 Avoid theft or loss.
 Use known or „preferred providers‟ – or businesses
20. What are the four options for dealing with empty
indicated by the guest: an accredited dealers/repairers
valet-serviced guest luggage once it has been
is probably needed in this instance.
unpacked?
 Ask the guest if there is a limit to how much they want
 Removal of empty luggage to the venue „Luggage to spend on repairing the item
Room‟  Ask if guest requires an item to replace the one that is
 Storing of unpacked/empty luggage in the guest‟s being repaired
room in designated luggage storage spaces  Do they require a quotation for the work to be done
 Leaving nominated items of luggage in the room and before authorising the repairs?
taking other items to the Luggage Room  Determine when the guest needs the item
 Moving empty items of luggage to rooms occupied by  Get things moving.
members of the guest‟s entourage. 25. Identify four examples of possible enterprise-specific
21. Answer ‘True’ or ‘False’ to the following statement: treatment and/or services.
‘When unpacking and storing guest clothing always Any from the following:
follow directions, requests and suggestions made by the  Provision of turn down service
guest’. True.  Provision of fruit basket/s
22. List three checks a valet should make on guest  Provision of confectionaries
clothes before laying them out for a guest to wear  Preferential treatment – for orders and/or provision of
 The clothing is in good condition extra/different items
 It is clean  Preferential booking and seating privileges in the venue
 It is pressed.  Provision of valet parking
 Delivering items to VIP and guest rooms throughout the
23. Identify three options available for valets to press day and/or when items arrive/are delivered
guest clothes.
 Provision of escort or guide
 The valet irons clothes in the guest room
 Provision of additional rooms.
 Items are sent to the laundry for ironing 26. What are identified as the four keys to achieving the
 Laundry staff come to the guest room. required adjustment to service delivery to a valet-
serviced guest?

 Identify the necessary/required changes Any from the following:

 Advise those necessary for delivering the  Organise staff to remove packed cases
products/services needing to changed  Specify time for cases to be collected
 Monitor the changed service/product delivery  Identify number of cases or number of trolleys
 Take further corrective action when necessary. required
27. Answer ‘Yes’ or ‘No’ to the following statement: Are  Identify room number/s
valets allowed to talk to others about things they see and  Indicate where luggage must be taken
hear when in a valet-serviced guest room? No.  Remove existing luggage tags and/or airline tags from
28. List three actions valets can take to help their guests individual items
achieve the privacy they require.  Arrange luggage tags
Any from the following:  Double-check all cases and bags are secure.
 Enquire when guests wish to be left alone – and 31. Identify the three key points listed in the notes that
comply with these requirements. are generally applicable to processing billable charges?
 Never disclose the location or room number of guests  All legitimate charges must be processed
 Not allow others to enter the guest room/s  All billable charges must be supported by appropriate
 Divert the room telephone at times the guest wishes documentation
privacy  All charges must be processed promptly.
 Liaise with other staff as required. 32. List the three occasions when a valet-serviced guest
29. Identify three things a valet can do to facilitate valet- history may need to be updated?
serviced guest check-out.  Prior to their arrival – when the booking is received
Any from the following:  During their stay
 Identify who will finalise the account  After they have departed.
 Ensure all legitimate charges have been added to the 33. Identify the four generic topics that will be discussed
guest account when valets de-brief with management following the
 Liaise with Front Office regarding preparation and departure of a valet-serviced guest.
production of the final account Any from the following:
 Determine who will present the account to the  Complaints
nominated person who will finalise the account.  Compliments
30. As part of the departure procedures for a valet-  Products and services
serviced guest, the valet will need to arrange for the  Suggestions/recommendation.
collection of luggage from the guest room – identify four
activities involved in this process.

PROVIDE HOUSEKEEPING TO GUESTS

1. Give me three examples of housekeeping requests that
may be made by room guests or by other staff on behalf of
room guests, to room attendants.
2. How may a room attendant become aware of specific
housekeeping requests for a guest in a specific room?
3. What details of a housekeeping request from a guest
should be recorded to ensure their requirements are met?
4. Why is it important to advise a guest who has requested a
specific housekeeping service how long it will take for that
service to be provided to their room?
5. Identify two instances where there may be a need for a
room attendant to liaise with other staff to obtain/deliver an
item or service to a guest room as specially requested by the
guest.
6. A guest has asked you to replace a blown light globe in
one of their bedside lights: how might you respond positively
to this request?
7. Identify an item a guest may ask you to set-up in their
room, and describe how to set it up.
8. A guest has asked you to replace an electric kettle in their
room because it is not working: how will you respond to this
request?
9. What „fee-for-service‟ and free services and items may be
available through the housekeeping department for a guest?
10. Why is it useful to demonstrate how to use an item
delivered to a guest‟s room as opposed to simply delivering it

to a room and leaving it there, or just explaining how to use  Extra hangers for clothes, extra pillows, extra
it? blankets
11. After you have demonstrated to a guest how to use an  A power conversion board
item in their room/delivered to their room, what should you do  Ice and ice buckets.
to ensure they know how to use it? 2. What are two examples other requests made by
guests?
12. A guest in a room has asked you the ingredients in a dish  Servicing of room
they had in their room last night when they ordered a room  Repairs
service meal: who would you contact to find out the  Lost and found
information needed to answer their query?  Handling complaints.
13. The air conditioning in a guest room is not working: how 3. What are three ‘cleaning’ requests made by staff to
might you report this and who would you report it to? housekeeping?
14. Give me three examples of dangerous or suspicious  Cleaning duties - of items such as furniture, carpets,
circumstances you would report to management when equipment, windows, floors and bench surfaces
providing housekeeping services to guests.  Cleaning of in-house facilities – including public
15. In what ways can a room attendant participate in planning
areas, change rooms and offices
for the housekeeping department and/or the venue to assist
 Emergency cleaning – unexpected cleaning requests
in enhancing service delivery standards or purchases?
 Cleaning and servicing of staff changing rooms.
4. What are two ‘security’ requests made by staff to
1. What are four items that are commonly requested by
housekeeping?
guests?
 Check rooms and floors for safety concerns
 Additional equipment in their room
 Ensure guest room and emergency doors are shut
 Valet or laundry service
 Close storerooms
 Additional bedding
 Participate in emergency and evacuation procedures.
 Extra tea, coffee, sugar and milk sachets
5. When a guest makes a request, what information
 Extra crockery or cutlery should you record?
 Vases  Guest name
 Replacement items such as hair dryers, toasters,  Room number
irons and electric jugs to replace items that are not
 Specifics of the request
working
 Time for delivery to the room that was agreed to.
 Extra bathroom guest supplies
 Additional items in compendium
 Additional towels

6. Answer ‘True’ or ‘False’ to the following statement:  Requests for information about local services,
You don’t need to write down details of a request if you attractions, transport, shopping, entertainment, bars,
are going to handle the request yourself. places to eat.
The answer is false. You should always note 12. If a guest wanted information regarding restaurants
information to ensure it is correct and nothing is forgotten. in the hotel, what can you give the guest?
7. Answer ‘True’ or ‘False’ to the following statement:  Copies of menus, opening hours, phone number for
You don’t always need to agree on a delivery time with a restaurants.
guest. 13. What are three pieces of equipment that can be set
The answer is true. up in the room?
8. Answer ‘True’ or ‘False’ to the following statement: If  Table and chairs
there is a delay and the guest is angry, the best thing to  Internet connection
do is identify who is to blame.  Television
The answer is false.  DVD player
9. What other departments can you liaise with to deliver  Data projector
services or items? Identify a department and provide two
 Portable bed
examples of services or items they would help deliver.
 Portable cot.
It can be any department in a hotel for a whole range
14. What assistance can you provide to elderly people in
of issues. Answers will vary.
the room?
10. Answer ‘True’ or ‘False’ to the following statement:
Even if another department is delivering an item that a  Elderly people may also seek your regular assistance
guest requested with you, it is good to follow up with in:
guest to ensure they received it.  Operating technologically-based items
The answer is true.  Moving heavy items – which can include their
personal luggage
11. What are three pieces of information a guest may
request from you?  Getting items down from high places
 Requests for information can cover:  Obtaining things from low places
 Information on the products and services offered by  Obtaining a wheelchair to access other facilities in the
the establishment venue.
15. What are three types of items that are collected from
 Availability of services, hours, location of meals,
rooms at the request of guests?
services and equipment
 Room features including furniture, appliances or
 How various types of equipment works
amenities not being used
 Housekeeping items and equipment that have been
left behind

 Towels, face washers and bath mats that are now  Extra pillows
dirty and need replacing  Extra towels
 Toilet paper, tissues and other bathroom and guest  Hand towels
supplies that have run out  Face washers
 A replacement item – to take the place of something  Bath towels
that isn‟t working  Floor mats
 Items that are no longer needed but which have been  Improvement in the servicing of room
specially requested previously  Room to be re-vacuumed
 Guest items requiring further action such as dry  Area to be re-cleaned
cleaning, storage or repair.  Bed to be remade
16. Explain the procedure used when collecting an item  Items in compendium
from a room.  Extra stationery
 Knock on the door and announce “Housekeeping”  Bathroom supplies
 Greet the guest by name  Extra shampoo
 Apologise, if applicable  Extra soap
 Tell them why you are there – “I‟ve come to pick up  Extra shower caps
the _______
 Items for beverage making
 Ask for permission to enter the room
 Extra tea, coffee, sugar and milk sachets
 Thank the guest for their permission to do so
 Extra crockery or cutlery
 Keep your eyes and ears to yourself
 Repair or removal of broken equipment
 Pick up the item and walk to the door
 Electrical water jug / kettle
 Apologise again, if appropriate
 Hair dryer
 Make arrangements for a replacement item, where
 Toaster
appropriate and a time for its delivery
 Iron and ironing board
 Thank the guest again
 Light bulb changed
 Depart the room.
 Air conditioning/heating system fixed.
17. What are six housekeeping items available to
18. Guests will often call housekeeping for instructions
guests?
on how to operate items in the room. What are two items
 Additional equipment in their room
guests may require instructions for?
 Fold-away bed
 Instructions on how to work equipment
 Additional bedding
 Instructions on how to work entertainment equipment
 Extra blankets
 Instructions on how to work heating system

 Instructions on operating the in-room safe.  Come and explain or demonstrate to the guest
19. What are some tips for providing advice to guests personally or over the phone
about an item?  Providing explanation to the housekeeping staff
 Explain the functions and operations of all aspects of member, who will relay the information to the guest
the item that the guest wants to know about  Providing information in a written format including
 Make sure all health and safety requirements are brochures, maps, user manuals or guides.
covered 25. How can you report malfunctions?
 Use clear terminology, simple words  Verbally – face-to-face or over the phone with the
 Use some simple questions to test their Floor Housekeeper, Maintenance Department or the
understanding of what you have explained to them. Executive Housekeeper
20. Answer ‘True’ or ‘False’ to the following statement:  Completing a relevant in-house report form
Using instructional sheets in different languages and  Getting into contact with the Maintenance
photos is helpful for guests who do not understand your department.
language. 26. Answer ‘True’ or ‘False’ to the following statement:
The answer is true. When an item has malfunctioned it must be replaced
21. What are some tips when providing a demonstration immediately.
on how to use an item to a guest?  The answer is false. Some items need to be repaired,
 Demonstrate the operations and functions not replaced.
 Show the guests where the in-room instructions are 27. If you see something suspicious, who should you
 Take your time contact?
 Give them an opportunity to try things out while you  Advise the floor supervisor, the Floor Housekeeper,
are there the Executive Housekeeper or venue security.
 Encourage them to contact you again if they have 28. Answer ‘True’ or ‘False’ to the following statement: If
further problems. a guest is doing something that is legal however
22. Answer ‘True’ or ‘False’ to the following statement: immoral you should act immediately.
When demonstrating how to use an item to guests, it is  The answer is false.
important that they try to do it whilst you are in the room. 29. What are two training methods staff can undertake to
 The answer is true. improve their knowledge, skills and attitude?
23. Staff don’t have the answers to all request and need  Workshops
the help of experts. Provide examples of an expert you  Training sessions
can call. What information can they give to guests?  Qualifications and courses
 The answers will be varied.  Buddy system
24. How can they give information to guests?  Mentoring programs.

30. When planning to purchase equipment for a room,

there are many items that can be purchased. Identify
four items and where you could get this item from?
 Answers will be varied.
CLEAN AND PREPARE ROOMS FOR INCOMING

GUESTS
1. What are the services delivered by a room attendant?
2. Explain the position of room attendants within the
enterprise.
3. What are the personal characteristics required of a room
attendant?
4. What are grooming and personal presentation standards
required for a room attendant?
5. What are some enterprise policies and procedures used in
the provision of housekeeping services?
6. Identify and explain the role of communication in the
provision of housekeeping services.

7. What linen room supplies need to be replenished and how 27. How do you handle guest property left in room from
it is done? which guest departed?
8. Explain how to load a housekeeping trolley with supplies 28. Explain what is involved in providing turn-down service.
for service. 29. What are rotational cleaning duties that a room attendant
9. What would you check on a housekeeping trolley prior to would need to undertake outside of their normal cleaning
use? activities?
10. How do you identify rooms to be cleaned for the shift? 30. What are some items of equipment a hotel will lend to
11. Describe how to access and enter guest room guests?
appropriately. 31. What are required records and notifications a room
12. Explain how to strip and re-make a bed with fresh bed attendant would need to complete?
linen. 32. How can you dispose of rubbish in a safe manner?
13. Explain how to re-make a bed using existing bed linen. 33. Explain the activities involved in cleaning and storing a
14. Explain how to clean a bath and shower area. trolley.
15. Explain how to clean a toilet. 34. What stock items need to be replenished at the end of a
16. Explain how to clean a vanity area. shift and how is this done?
17. Explain how to clean a bathroom floor. 35. What housekeeping equipment needs to be cleaned prior
18. Identify what guest supplies are needed for the bathroom to storage?
and explain how to replenish them.
19. What are three in-house requirements and policies a 1. What are five activities a room attendant must do on a
room attendant must follow in relation to room cleaning? daily basis?
 Prepare for work
20. What fixtures and fittings need to be cleaned? How do  Enter room
you clean them?  Clean room
21. Explain how you would vacuum a floor.  Provide information to guests
22. Explain how you would clean a kitchenette area.  Maintain storage areas and trolleys
23. Identify what guest supplies are needed for the guest  Close shift.
room (excluding bathroom) and explain how to replenish The student may provide an example that falls under the
them. above categories. This is acceptable.
24. How can you check operational readiness of all items and 2. Which department does a room attendant work in?
equipment? Who is their manager?
25. What are common room defects and damaged items?  They work in housekeeping. Depending on the
How can you report and remedy these? organisation their manager may be a senior room
26. How do you report suspicious items or situations?

attendant, housekeeping supervisor or Executive  Handle special requirements - for in-coming guests
Housekeeper. including VIP‟s
3. What are three types of knowledge a room attendant  Handle guest requests - relating to the room including
must know? additional towels and pillows, buckets of ice and for
 Working condition of all items – including televisions, laundry to collected
air-conditioning systems, and internet access  Co-ordinate internet access.
 Hotel and room facilities – answer guest enquiries 7. What are three pieces of equipment a room attendant
and promote organisation must prepare?
 Knowledge of cleaning equipment and chemicals  Housekeeping trolley
 Procedures for cleaning a room  Vacuum cleaner
 Safety and security.  Mops
4. What are two grooming requirements relating to hair?  Brooms and brushes
 Short and neat cut hair for men  Buckets
 Tight or pulled back hair for women  Protective gloves
 Natural hair colour  Cloths
 Men to have well trimmed facial hair or to be clean  Warning signs
shaved.  Dust pan.
5. What are two examples of procedures a room 8. What are two pieces of bedding a room attendant
attendant would use? would load onto a housekeeping trolley?
 Accessing a room  Pillows
 Making a bed  Sheets
 Cleaning a window  Pillow protectors
 Cleaning a bathroom  Blankets.
 Mopping a floor 9. Why don’t you leave a housekeeping trolley in the
 Handling lost property. middle of the corridor?
6. Communication is very important. What are two topics  It makes it harder for movement of people in the
a room attendant would communicate with receptionists corridor
about?  It makes it more appealing for theft
 Identify vacant rooms - to find out when guests have  It helps avoid injuries by people bumping into them.
checked out so they can start cleaning vacant dirty This is especially true for children who often run in
rooms corridors and at times may not be concentrating on
 Report clean rooms - when rooms are clean and where they are going
ready for new guests

 In the event of an emergency including fire where 14. What are two steps to complete when cleaning a
smoke reduces visibility, it is important that corridors bath?
remain clear.  Wet tub with water and check plughole for foreign
10. There are three types of rooms – ‘Check out’, matter
‘Occupied’ and ‘Vacant rooms’. What is the difference  Scour tub using non-metal pad – removing stains,
between the rooms? residue and marks
 Check out rooms are rooms where guests are  Clean and polish taps
expected to check-out  Rinse bath thoroughly
 Occupied rooms are rooms where the guest is not  Dry and polish with cloth
departing and will be staying for another night  Conduct final inspection.
 Vacant rooms are rooms that are not being used and 15. What are two steps to complete when cleaning a
which have been prepared ready for sale by toilet?
Reception.  Flush toilet to wet sides of bowl
11. Answer ‘True’ or ‘False’ to the following statement:  Pour in cleanser – leave to soak: continue with other
When entering a guest room you should close it behind work
you to ensure your safety.  Wash lid and dry – both sides and near back hinges
 The answer is false. The door should remain open.  Wash seat and dry – both sides and near back hinges
12. What are two items you should remove when  Wash outsides of the bowl and dry
stripping a bed? What do you do with these items?  Wash and dry water holding unit and polish button
 Remove bedspread or duvet. – inspect and air, or  Scour bowl thoroughly – use a toilet brush
replace as required. All bedspreads etc are washed
 Flush toilet a number of times to wash away dirt and
or dry-cleaned periodically
residue
 Remove blankets (where provided) - inspect and air,
 Place a hygiene strip over the closed toilet lid
or replace as required. All blankets are washed or
 Conduct final inspection – leave lid down when
dry-cleaned periodically
thoroughly cleaned. Add hygiene strip, if appropriate.
 Remove pillowcases – place into soiled linen bag.
16. What are two parts of a vanity area that must be
Inspect pillow and pillow protectors to determine if
cleaned?
they require attention or replacement
 Bathroom bench
 Remove sheets - place into soiled linen bag.
 Basins
You should never re-make a bed using existing linen for  Taps
any guest.  Mirror
 The answer is false. It is done for occupied guests.  Cupboards

 Handtowels  Conditioner
 Amenities  Moisturiser
 Soap containers.  Hand lotion
17. What are two steps to complete when cleaning a  Toothbrushes and toothpaste
bathroom floor?  Make up remover
 Remove everything that may be on the bathroom floor  Combs
such as mats, trash cans, and small pieces of  Water
furniture  Soap
 Sweep the floor to remove dirt, hair, dust, and other  Perfumes, aftershaves and other fragrances
debris  Sewing kits.
 Dissolve detergent into warm water using the 19. What are two ways to minimise disruption to guests?
manufacturer's instructions for the correct water to  Always respect „Do Not Disturb‟ signs
detergent ratio  Keep noise when moving around the floor to a
 Pour the solution over the entire floor so that the minimum
solution can fill into the grout lines  Converse quietly with other staff and guests
 Allow the solution to remain on the floor for 15 to 20  Avoid knocking equipment into things
minutes  Keep trolleys and equipment away from guest traffic
 Scrub the grout with a small medium-bristled brush areas
 Rinse the floor with a mop dampened with clean  Always allow guests right of way in a corridor or lift.
water 20. What is the difference between ‘furniture’ and
 Mix a second batch of detergent and water ‘fixtures’?
 Mop the entire floor with the fresh solution  Furniture commonly refers to items in the room that
 Rinse the mop with clean water and mop a second are movable including beds, couches, desks,
time over the floor to rinse it television, clock radios etc.
 Use a squeegee to push residual moisture to one  Fixtures refer to items that are attached that are used
area of the floor before absorbing it with dry towels. by the guest including air-conditioners, light controls
18. What are three guest supplies that you would etc.
replenish in a guest bathroom? 21. Answer ‘True’ or ‘False’ to the following statement:
 Toilet paper and sanitary pads and bags When vacuuming the room start at the furthest corner
 Tissues from the door and work back toward the exit.
 Towels including hand towels, face cloths, bathmats,  The answer is true.
bath towels 22. What are three items to clean in a kitchenette?
 Shampoo

 Fridge  In-room air conditioning set at a predetermined

 Stove & Oven temperature level
 Microwave  Refrigerator left at a nominated setting
 Dishwasher  Television set to a prescribed volume or channel
 Tea and coffee making facilities  Clock set to the correct time
 Pots and Pans  Alarm clock checked to ensure the alarm is not active
 Crockery and cutlery  Radio tuned to nominated channel and set at desired
 Washer and dryer. volume
23. What are two guest supplies to be replenished in a  Dimmers set to medium setting
room (not including the bathroom)?  Toaster set to desired setting
 Pens  Pens and message pads are located conveniently as
 Paper required – next to bed, near telephone. All pads and
 Stationery pens should be laid in identical position throughout
 Envelopes the venue.
 Fax or e-mail forms 25. If an item in a room has a defect what can you do?
 Promotional material  The item must be taken out of service immediately
 Room service menus – in traditional menu format and and replaced if possible
doorknob hangers  The item is reported on a maintenance report and
 Sewing and shoe polishing kits submitted to the appropriate person for action
 Guest dry-cleaning bag 26. If you see or hear anything that is suspicious,
 Guest laundry list unusual or appears illegal what should you do?
 Tea, coffee, milk and biscuits  Not say anything to the persons involved
 Iron  Try not to alert them to the fact you have noticed
something suspicious, unusual etc.
 Fly spray
 Try to remember as much detail as possible and write
 Additional blankets and pillows
down notes
 Remote control units
 Alert the relevant person as soon as possible.
 Hair dryer
 Electric jug Any half eaten food left in a room from which a guest
 Basic cups, mugs, saucers, glasses, tea-spoons, has departed normally should be thrown out.
bottle opener.  The answer is true.
24. What are two examples of checking operational
readiness of equipment in a room?

28. Answer ‘True’ or ‘False’ to the following statement:  Picnic baskets

Turn-down service is normally completed in the  Clothes drying racks.
morning. 31. What are two types of records and notifications
 The answer is false. It occurs in the late afternoon or written by room attendants on a daily basis?
early evening.  Recording status of rooms
29. Answer ‘True’ or ‘False’ to the following statement:  Lost property reports
Deep cleaning should normally take place when the hotel  Ordering of supplies
is quiet.  Handover reports
 The answer is true.  Records of items that were loaned to guests
30. What are three items that a hotel would lend to a  Maintenance requests
guest in the room?  Time sheets.
 Special pillows 32. What is a benefit of disposing on rubbish on a
 Extra bedding regular basis?
 Extra crockery and cutlery  Maintains a clean environment and ensures it is
 Cots aesthetically pleasing
 Extra beds / rollway beds  Reduces accidents caused by people tripping and
 Extra furniture falling over
 Ice buckets  Reduces the chance of contamination
 Extra towels  Reduces bad odours
 Telephone chargers  Attracts fewer insects and rodents
 Power boards  Reduces likelihood of contamination.
 Internet cables 33. Answer ‘True’ or ‘False’ to the following statement:
 Video players and consoles At the end of a shift all items should be removed from a
 Children games & toys housekeeping trolley
 DVD‟s  The answer is false.
 Books
 Iron and ironing board
Stock should be checked and replenished on a daily
 Electrical adapters basis.
 Bath robe and weight scales
 The answer is true.
 Hair dryer 35. How should you clean a brush at the end of a shift?
 Extra coat hangers  Shake clean in an outside location
 Portable fans or heather

 Wash with designated detergent – some properties 14. What chemicals and equipment would you use to clean
will also require sanitising the inside of windows in a public customer/guest area?
 Hang to air dry. 15. What is involved in preparing to clean the outside of
CLEAN PUBLIC AREAS, FACILTIES AND EQUIPMENT windows at ground level in a busy customer/guest area?
1. What do you take into account/what do you look for when 16. Describe how you would clean a mirror behind the
assessing leather upholstery to be cleaned? reception area in a hotel or similar venue, and identify the
2. What chemicals and equipment might you use to clean chemicals and equipment you would use.
leather upholstery? 17. What would be involved in tidying the work site after
3. What might be involved in preparing a work site when having cleaned ground level external windows at the front of
cleaning leather upholstery? a bust business?
4. Identify a situation where there is a need to clean leather 18. Describe how you would safely store the chemicals used
upholstery and describe how you would do the required to clean windows and mirrors in the central store at the end
cleaning. of the day/shift.
5. What is involved in tidying the work site after having 19. What things would you take into account when assessing
cleaned leather upholstery? a ceiling for cleaning?
6. What checks would you make on the equipment used after 20. What equipment and chemicals would you use to clean
cleaning leather upholstery? television sets in public areas?
7. What do you take into account/what do you look for when 21. Tell me how you would prepare the work site when
assessing fabric upholstery to be cleaned? getting ready to steam clean a public area in the lobby/at
8. What chemicals and equipment might you use to clean reception in a hotel or similar venue.
fabric leather upholstery? 22. Describe how you would clean the service counter at
9. What might be involved in preparing a work site when reception in a hotel or similar venue: what chemicals,
cleaning fabric upholstery? equipment and techniques would you use?
10. Identify a situation where there is a need to clean fabric 23. What things would you check when tidying the work
upholstery and describe how you would do the required site/area after having finished cleaning ceiling lights in a
cleaning. public area?
11. Tell me what you might do when tidying a work site after 24. What should you do with a mop used for wet mopping of
having cleaned fabric upholstery. floors before storing it for future use?
12. What checks would you make on the chemicals used 25. What factors would you take into account when
after cleaning leather upholstery? inspecting an area for wet cleaning prior to beginning the
13. How do you assess windows needing to be cleaned? job?
What do you take into consideration?

26. What chemicals and equipment (other than pressure 37. You have been asked to clean a chandelier in the
washer) may be used to wet clean an area? reception area of a hotel: what factors would you take into
27. What checks would you make on a mop and bucket account when assessing this cleaning task?
before using it to wet clean an area? 38. You have been asked to clean the air conditioning vents
28. Describe the techniques you would use to clean a hard and grilles in the dining room: what equipment/tools would
floor surface (linoleum) in a public area that is covered with you require for this type of job?
loose litter and is dirty and spot marked. 39. Describe what you would do to ensure you could safely
clean the outside of the first floor windows of a business.
29. What is involved in finishing up in an area after it has 40. Identify one high level cleaning need and describe the
been wet mopped to ensure the area does not pose a risk to cleaning technique/s that may be used for that situation.
people?
30. How should mops used for wet mopping be stored for 41. For the cleaning task identified in the previous question,
later use in a central what would you do when cleaning up after finishing this
31. You are about to pressure wash an outside public area – cleaning job?
what factors would you take into account before starting 42. Why is it important to store all cleaning chemicals and
work? equipment in their designated location when cleaning has
31. You are about to pressure wash an outside public area – been completed?
what factors would you take into account before starting
work? 1. How can you keep leather clean on a daily basis?
32. What chemicals are commonly used when using a You can:
pressure washer?  Vacuum
33. How would you prepare an internal public area prior to  Wipe with a cloth.
pressure washing it while customers/guests are present in 2. What are is one piece of equipment and one type of
the venue? cleaning agent used to clean leather?
34. Describe how to use/operate a pressure washer to clean  Equipment required includes:
floors.  Vacuum cleaner
35. What is involved in tidying an area after it has been  Bucket
washed with a pressure washer?  Soft cloth for cleaning
36. You have just finished using a pressure washer to clean
 Soft bristled toothbrushes
an area: what checks would you undertake of the equipment
and what service might you provide to it before storing it for  Soft cloth for buffing / polishing
later use?  Cleaning agents include:
 Moisturizing soap – for general cleaning
 Rubbing alcohol

 Leather Protection Cream 8. What are is one piece of equipment and one type of
 Products recommended by a manufacturer. cleaning agent used to clean fabric upholstery?
3. What would you do to prepare a work place prior to  Equipment required:
cleaning leather?  Vacuum cleaner
You can:  Bucket
 Remove all cushions and newspapers  Cloths for cleaning and washing away detergent
 Give a vacuum or wipe down.  Drying machines
4. How can you remove ink that has spilt on leather? Dip  Wet furniture signs.
the cotton swab into rubbing alcohol  Cleaning agents include:
 and rub over the ink stain  Liquid or powder fabric detergent or liquid washing
 Dry the area with a blow dryer detergent
 If you still see the stain after drying, apply a thick coat  Cleaning shampoo
of non-gel, non-oily cuticle remover.  Stain remover
 Leave this on overnight and wipe off with a damp  Warm water
cloth.  Products recommended by a manufacturer.
5. What can you do to tidy a work area after cleaning 9. What would you do to prepare a work place prior to
leather? fabric upholstery?
 Ensure that any equipment and materials is not left You can:
behind  Place a „wet furniture‟ sign in a suitable location to
 Ensure the furniture is dry ensure customers don‟t sit on the furniture whist it is
 Replace cushions. wet
6. What items needs to be cleaned after cleaning  Remove any items such as newspapers and
leather? magazines
 Used cloths  Vacuum the furniture and cushions.
 Vacuum cleaner. 10. Describe the steps involved in cleaning fabric
7. What are the benefits of using fabric upholstery? upholstery.
 Allows for greater flexibilities of colour, patterns,  Remove any loose items from the furniture including
designs and textures cushions
 Less expensive than leather  Loosen dirt with a handheld dusting brush while using
 Easy to clean a vacuum brush attachment to remove the dust
 Has removable covers  Vacuum all surfaces of the furniture: back, sides,
 Limits impact on operations, whilst still providing inter- arms, skirt and the platform beneath the cushions
changeable features.

 Vacuum both sides of the loose cushions  Window Scraper

 Remove any cushions  Window Cleaning Towels
 Mix laundry or other suitable detergent with warm  Extension Poles
water  Ladder
 Select a test area to conduct trial cleaning  Newspaper.
 Let the trial clean dry 15. What would you do when preparing to clean a
 Select an area on the furniture, dip cloth and rub window?
water and detergent mix on the fabric  When preparing to clean, it is vital that the area in
 Dirt or any marks will begin to remove from the fabric which you are going to clean is free from any
 Use a clean cloth and plain water obstacles that may either get in your way or may get
 Rinse area with a damp cloth to ensure detergent has covered in cleaning products or water
been removed from the fabric  Remove any furniture away from windows and unplug
 Allow to dry overnight. any items (electrical cords for lamps) that may get in
11. Answer ‘True’ or ‘False’ to the following statement: the way of your walking or ladder areas.
There is no need to tidy a work area after cleaning fabric 16. Identify two steps involved in cleaning a glass coffee
upholstery. table?
 The answer is false. Simple steps to follow when cleaning a coffee table include:
12. Answer ‘True’ or ‘False’ to the following statement:  Take all items off the coffee table including flowers,
Mops are commonly used when cleaning fabric ashtrays, magazines and newspapers
upholstery.  Wipe the table with a clean dry cloth to remove any
 The answer is false. dry substances
13. What are two glass items that need to be cleaned?  Spray a glass cleaner or water on the top of the table
 Windows  Scrub the table with a cloth to remove any hard to get
 Mirrors stains
 Coffee tables  Clean and dry the table with a dry cloth or newspaper.
 Showers. 17. What are two considerations when tidying after
14. What are three pieces of equipment used to clean cleaning glass items?
glass?  Remove all cleaning equipment and products
 Scrubber  Ensure all surfaces are clean and dry. This is
 Squeegee especially applies to floors which may become dirty or
 Equipment belt or bucket wet
 Window Cleaning Buckets  Return all furniture to their original spots

 Plug in all electrical appliances, especially lights and  Vacuum cleaners.

lamps, that were unplugged as part of the cleaning 21. When is a good time to clean surfaces? Why?
process  When an outlet is closed or quiet
 Return any items to coffee tables  Minimises disruption to operations and customers.
 In the event of windows, return any shades or 22. Answer ‘True’ or ‘False’ to the following statement:
shutters to their correct position. You should dust a surface before polishing it.
18. Answer ‘True’ or ‘False’ to the following statement: If  The answer is true.
newspaper is used to clean glass, it should be placed in 23. Answer ‘True’ or ‘False’ to the following statement: It
the bin and not recycled. is important that all signs of cleaning, including
 The answer is true. equipment, must be removed from the work area.
19. What are three examples of ‘surfaces’ that need to be  The answer is true.
cleaned? 24. Where should chemicals be stored after use and
 All furniture including fridges, tables, cupboards, why?
ledges, bookshelves and desks  They should be put into a locked storeroom so that
 Lights and lamps customers, especially children are unable to access it.
 Decorations and flower vases Chemicals are dangerous.
 Public bathrooms including vanities, toilets and public 25. Cleaning using water, normally relates to cleaning
showers the floor. What floor types need cleaning?
 Rubbish bins The types of surfaces that are usually wet or require water to
 Fixtures refer to items that are attached including clean them include:
heaters, air-conditioners and lights.  Wood
20. What are two examples of equipment that can be  Carpet
used to clean surfaces?  Marble
 Mops  Rubber
 Brooms and brushes  Tiles
 Cloths and sponges  Concrete
 Buckets  Vinyl.
 Garbage receptacles 26. What are three examples of cleaning agents that are
 Gloves used to clean a floor?
 Cleaning warning signs  Water
 Personal protective equipment  Soap
 Dust pans  Polishes
 Abrasives

 Detergents 9. Mop the entire floor with the fresh solution

 Solvents 10. Rinse the mop with clean water and mop a second time
 Specialised cleaning agents over the floor to rinse it
 Disinfectants. 11. Use a squeegee to push residual moisture to one area of
27. When is the best time to clean a restaurant floor? the floor before absorbing it with dry towels.
What preparation tasks involving tables and chairs 29. After you have cleaned a floor, quite often it is still
should you do? wet. What can you do to stop people from slipping on a
 Normally this type of cleaning is done at night when wet floor?
there are less customers in the public areas such as  Place a „danger – wet floor‟ sign or something similar.
the lobby or when specific outlets are closed, such as 30. How do you clean a mop before storing it away?
the pool area, gymnasium and restaurants  Washing mops – on a regular basis mops should be
 When preparing to clean a floor using a wet method is washed in hot soapy water, rinsed thoroughly,
to ensure the floor area to be cleaned is free from any squeeze-dried, and then hung up to air dry. Sanitising
furniture or other objects is recommended and should be mandatory where the
 This may involve stacking tables and chairs to a side, mop is used in food areas.
or placing chairs on a table so the floor area is clear.
31. What is ‘pressure washing’ and why is it important?
28. What is the best way to clean a floor and explain 2
 Pressure washing is the use of pressurized water and
steps involved in this process?
detergent to clean a surface.
 Mopping is the best way to clean a floor.
 Pressure washing has become a popular cleaning
Steps to mopping:
method as it is a quick and effective method which
1. Remove everything that may be on the floor such as mats,
relies on a machine to do the hard work of dirt
trash cans, and small pieces of furniture
removal, rather than the exertion of manual labour.
2. Sweep the floor to remove dirt, hair, dust, and other debris
32. What are the two main cleaning agents used in
3. Dissolve detergent into warm water using the
pressure cleaning?
manufacturer's instructions for the correct water to detergent
ratio  Water and detergent.
33. What is the main purpose of preparing an area which
4. Pour the solution over the entire floor so that the solution
can fill into the grout lines includes doors or windows before pressure cleaning?
5. Allow the solution to remain on the floor for 15 to 20  To check for leaks and holes which may allow water
minutes to get inside.
6. Scrub the grout with a small medium-bristled brush 34. What are three steps involved in pressure cleaning?
7. Rinse the floor with a mop dampened with clean water  Cleaning steps using a pressure washing machine
8. Mix a second batch of detergent and water include:

 Place any safety equipment on including closed  High level lights and chandeliers
shoes, waterproof clothing and safety glasses  High ceilings and ceiling beams
 Connect the machine to a water source  High exhaust extraction fans in kitchens
 Attach the nozzle or tip and ensure it is correctly  Cleaning external windows on high rise hotels
attached  Skylights
 Start the machine  Sculptures
 Test the power of the pressure washer  Foyer glass
 Start to clean using a side to side motion  Signs and banners.
 When washing walls start from the bottom and move 38. What are two pieces of equipment used in high level
up. Remember to take care when cleaning around cleaning?
areas such as windows and lights  Ladders
 If you are to clean windows, clean from the side. Do  Safety ropes
not apply a direct „face-on‟ contact. Check to ensure  Extension poles
that water is not leaking inside  High pressure cleaning equipment
 When cleaning the ground, start at lower areas and  Cranes – this normally requires specialised staff to
work your up operate.
 You may need to scrub areas that a pressure cleaner 39. What are the benefits of having another person
cannot remove stains present when conducting high level cleaning?
 Let the cleaning solution do its work for 20 minutes.  It is also wise to have another person with you to:
This allows for the detergent to start dissolving the  Support the ladder
dirt, but do not let it sit too long so that it dries out  Pass items up and down
 When ready to rinse start at the top and work towards  Pass comment
the bottom until entire area is detergent free.  Direct passers-by.
35. What should you do when tidying up after pressure 40. Answer ‘True’ or ‘False’ to the following statement:
cleaning? High level cleaning is normally performed by specialist
 Return furniture to its original place outsourced companies as they have the expertise and
 Ensure water has not gone inside. If so, dry. equipment.
 Place „wet floor‟ signs where appropriate.  The answer is true.
36. Answer ‘True’ or ‘False’ to the following statement: It 41. After you have cleaned a ceiling, what tasks can you
is acceptable to leave pressure cleaning equipment full perform to tidy the work area?
of detergent and water after use.
 Remove to coverings you have placed on furniture
 The answer is false.
37. What are two examples of high level cleaning?

 Conduct a vacuum, sweep or mop of the area 4. What documentation is used in an on-premise laundry to
monitor and control costs to the organization and billing to
 Ensure the floor is dry the customers/guests?
5. What internal linen items does a property commonly
 Once the follow is dry, all equipment and furniture launder in its own on-premise laundry?
should be returned to their original location and all 6. What items of guest clothing are commonly processed by
„wet floor‟ caution signs removed. an on-premise laundry?
7. Name the staff positions commonly found in an on-premise
42. Answer ‘True’ or ‘False’ to the following statement: laundry and identify the roles and responsibilities for each of
Regardless of the type of cleaning, all equipment should those positions.
be cleaned after use. 8. What types of costs are associated with a property
operating their own on-premise laundry?
 The answer is true. 9. What laundry services commonly exist within the on-
premise laundry industry?
10. When collecting guest clothing for laundering how do you
track the guest/room each item belongs to?
11. What procedures commonly apply to collecting internal
items for laundering?
11. What procedures commonly apply to collecting internal
items for laundering?
12. What factors do you take into account when sorting items
prior to laundering them?
13. What activities may be involved in counting items lodged
for laundering?
LAUNDRY LINEN AND GUESTS CLOTHES 14. Use an example to describe how you would determine
the type of stain existing on an item prior to treatment.
1. What is the difference between an on-premise laundry and 15. How would you spot clean a blood stain on a white
an off-premise laundry? business shirt prior to laundering it?
2. What equipment is normally contained in an on-premise 16. You have been asked to wash a load of white table cloths
laundry? from the dining room: tell me how you will achieve this. What
3. Tell me about the cleaning agents and chemicals found in will you do? What will you use?
an on-premise laundry: what are they and what are they used
for?

17. What factors will you take into account when determining in house for convenience and as a potential cost
the temperature to set for a dryer and how long to use it for saving
when drying a load?  Location-where hotels are remote (on islands or in the
18. What repairs to items might you be required to undertake countryside), may choose to install a small OPL to
after a load of clothes has been washed and dried in the process all their own linen
laundry?  Large five star hotels may choose to install an in
19. Tell me about the services that may be provided for items house laundry purely because they require a high
after they have been washed and dried. standard of finished linen and also because it saves
20. What checks do you make of items after they have been them money in linen replacement costs and the
laundered when inspecting them? benefit of being able to also offer a 24 hour laundry/
21. What details do you need to record on a guest bill when dry-cleaning service to their guests .It also offers
processing their laundry charges? flexibility if certain items need to be processed
22. What laundry reports commonly have to be produced by urgently
an on-premise laundry for management and what  The decision to use an OPL or an off-site laundry
information/details do these reports require you to provide? provider will be largely influenced by the costs
23. How may guest clothes (shirts; trousers; skirts etc) be involved. Some hotels choose to install an OPL as
packaged for return to guests after items have been time progresses whilst others remove this facility and
processed in the on-premise laundry? elect to use a contractor. Costs must always be
24. How are in-house items returned to the correct determined by analysing all associated costs and
department ensuring the right items are returned to the consideration should always be given to service and
proper department? quality if electing to use an off-site provider
 Whilst many hotels will have an OPL, they may
1. List three considerations you will influence your contract out the dry cleaning function to an outside
decision to install an on premise laundry. contractor because of the requirement of having
 Whether or not to use an OPL or an off-site laundry specially skilled and trained dry cleaner operators and
provider will depend on: the specific training required for the use and handling
of the dry cleaning solvents.
 The size of the hotel –Usually small hotels and motels
will use an outside contractor due to the large capital 2. List three disadvantages of using an off -site laundry.
expenditure required
 Small motels may choose to use an off-site laundry to  Off- site laundry providers may not accommodate
process sheets and table linen because of the better requests from hotel owners to purchase specific
result that can be achieved during the pressing styles of linen items. (Five star hotels may have to
process but may also choose to wash and dry towels use the same quality linen as a two star property for

example) The hotel operator does not have full  The size of a spill will affect how you deal with it
control over the quality of linen processing.  If the spill is large, all staff should be evacuated from
the immediate area
 The hotel will need staff to count all clean linen
 Ventilate the area as much as possible
received and check against the delivery docket.
Shortages and damaged linen will need to be  Call the relevant emergency services to assist and
managed so that pre-determined stock levels can be advise
maintained.  Wear protective equipment at all times in this situation
-gloves , face mask, protective clothing and rubber
 Because the laundry if located off-site, there is less boots
flexibility and should there be a need for certain items  Try to stop the spill if possible-turn off the tap or place
such as additional napkins, the level of service to the the container on its side. The use of sand or an
guests may be compromised because of an inability absorbent compound is particularly helpful in this
to make an extra delivery to the hotel. case. This can then be swept up as a solid matter and
3. Explain briefly a towel folding machine. disposed of later
 Towel folding machines-these are machines where  Wash the area down completely after clean up
dry clean towels are fed manually on to the towel  Investigate how the spill occurred in order to review
folder and automatically folded. They may be single all handling procedures. Record the incident and
lane or multi- lane. The towel folding machines can be retrain staff.
pre-programmed for producing different folds. 6. Name the three most commonly used dry cleaning
4. Explain how trolleys are used in the laundry solvents.
environment.  Perchlorethylene which is a non – flammable
 Trellis for transporting soiled linen from the rooms to chlorinated solvent. It should be stored in a cool dark
the laundry place when not in use .It is instrumental in removing
 Trellis for transporting clean linen within the laundry. solvent soluble soil such as oils and greases etc. It
 N.B Clean linen should NEVER be transported in the may however also dissolve decorative items on
same trolleys in which soiled linen has been carried. If clothing such as sequins, beads, some buttons and
the trolleys are to be used for both purposes, they synthetic trims. This is the most common dry cleaning
must be fully sanitised between each use or have the solvent in use.
fabric liner changed and washed  White spirit is an original dry cleaning fluid and has
 Trellis for transporting linen back to the floors. been widely used for many years. With the outlawing
of fluorocarbons for environmental reasons, it is
5. How would you handle a chemical spill?
regaining popularity. It is a paraffin based spirit, has
 What to do in case of a chemical spill: good grease removal properties but is flammable.

 Hydrocarbon is a petroleum based solvent which is  Bedspreads and bed skirtings

flammable. It is more suitable for use on delicate  Blankets
garments but needs a longer wash cycle to allow it to  Pillows (feather fill)
work.  Staff uniforms
7. What is an M.S.D.S. in relation to chemicals?  Guest dry cleaning.
10. What would you do if a guest requested that you dry
A Material Safety Data Sheet clean his suede jacket?
The M.S.D.S of each chemical contains lots of critical data. It  Politely decline his request and advise him that this is
seems like too much information but it contains: a specialized cleaning service and the hotel is not
Hazardous nature of the chemical equipped to handle this type of cleaning. Apologise
The composition of the chemical for any inconvenience.
Long term health exposure consequences 11. Why is it important to employ an experienced dry
Safe handling cleaner?
Product information  A dry cleaner-this person must be extremely well
A copy of all MSDS must be available for staff to read and trained in all aspects of dry cleaning including spotting
also in case of an emergency such as an accidental spillage. and pressing. They must have an excellent
They must be available for the emergency services so that knowledge of fibres and fabrics, stain recognition and
they know what they are dealing with should there be a fire or their removal. This task must be performed by a
leak. qualified person only.
8. Explain briefly the use of a guest laundry docket. 12. Explain the role of a marker/ sorter position in the dry
 The guest laundry docket is used in the guest room cleaning section.
and is available for the guest to complete if he needs  Marker / sorter-this is the task of receiving, checking,
to use this service. It is also a price list and is used by marking and sorting all garments that pass through
the laundry staff to check all items against what the for either laundering or dry cleaning. Garments need
guest has written to be checked for quantity and for items possibly left
 The guest is able to write which service he requires in pockets such as tissues, pens or coins. They are
 The laundry use this docket to calculate the cost of then marked for each guest so that items can be
laundering for the guest. identified once processed, sorted in to different wash-
9. Identify six types of soft furnishings in your workplace loads or dry cleaning and per fibre care label.
that would require dry cleaning. 13. List the three major costs associated with the set- up
of an in house laundry facility
 Curtains
 The initial capital outlay for all pieces of laundry and
 Cushion covers
dry cleaning equipment and its‟ installation
 Table skirtings

 The initial cost of purchasing all linen items that are  Whether or not the hotel operates 24 hours a day (as
used both in Housekeeping and Food and Beverage in a casino property)
departments  Whether there is a linen chute from the floors directly
 The recruitment, induction and training of all laundry to the laundry.
staff. 17. What are the most common stains found on bed and
14. Explain the term „express” service. bath linen?
 Express service is when the guest requires a garment  Perspiration
processed quickly-usually within 2 to 4 hours.  Hair oils
15. Explain the use of a laundry runner sheet.  Body lotions
 The laundry runner sheet is a list where requests for  Cosmetics
pick- up of laundry and dry cleaning are written along  All body fluids.
with special requests. The runner uses this sheet and 18. What are the most common stains found on table
adds to it if any calls come in whilst on the floors. linen?
16. List five factors that will influence the handling  Red wine
methods within a large hotel.  Coffee and tea
Any of the following:  Lipstick (on napkins)
 The size of the hotel  Food colourings and food residue
 The layout of the hotel  Salad dressings and butter.
 The logistics within the property 19. Why is it important to always read the care label on a
 The number of rooms and bathrooms garment?
 The star rating  So that the garment or item may be laundered or dry-
 How often linen is changed cleaned or pressed as per the recommendations of
 The amount of linen storage cupboards throughout the manufacturer.
the property 20. When are towels counted?
 The number of par levels  After they are washed and dried. They are counted
 The operating hours of the laundry either at the towel folding machine or when folded by
 Whether or not the hotel has a separate linen room or hand.
uniform room or both 21. What is a spotting table?
 The quantities and types of linen used  A Spotting board-this is a specially designed table
 The number of restaurants and their operating hours used for spotting garments prior to being washed or
 Whether there is a gym, hairdresser, spa, swimming dry cleaned. Stains are treated according to their
pool or massage rooms classification with specific spotting chemicals. The

spotting board uses a steam hose which can be used in the correct number assigned to each wash load
to assist in the removal of stains and can also prior to starting the machine.
generate air to dry the fabric after stain removal. It is 23. List three safety precautions you should observe in
the laundry.
operated by using foot pedals. This piece of
 Always check that the power is switched on before
equipment should ONLY BE USED by
use and that all utilities are connected (water, steam
EXPERIENCED and TRAINED staff. or gas) at the beginning of your shift
22. How are washing machines programmed?  Always check that the machine is clean and empty
 Pre-programmed card reader--where a washing before loading and that nothing has been overlooked
machine uses the card system there will be a different since the last cycle
card for each item to be washed .The card is made of  Always check the drains are clear (washing machines
a heavy duty plastic. There will be a different card to ) and the lint trap has been cleaned (in tumble dryers)
use when washing white sheets than when washing  Check all switches are in working order and not
red napkins for example etc. and these cards will be broken
clearly marked as to which items they are to be used  Check that all doors on washing machines and
for. These cards have a series of holes punched into tumble dryers can be locked
them usually by the chemical supplier who designs  Always use the correct wash programme for the items
the wash cycles according to the chemicals required. you are washing
These cards are then inserted into the card reader
 Make sure all chemical drums and pumps are in
before switching on. These cards programme the
working order and there is sufficient chemicals for the
machine to call for different water levels at different
day
temperatures and different chemicals at different
 Always weigh wash loads according to the machines
times within the wash cycles When towels are
used wherever possible so they operate at full
washed, then the card marked" towels" will be used.
capacity.
These cards do wear out so it is recommended to
NEVER overload or under load a washing machine or
have several sets of cards for the same wash cycles
dryer. This practise will result in an inferior wash result and
and a set of cards for each machine that uses them
may damage linens. It is also uneconomical
 Micro-processor- These are slowly replacing the
NEVER remove protective guards off machines-these are
cards as already discussed above. The micro-
designed as a safety feature if Always use the ironer at the
processor is attached to the machine and again is
correct speed and temperature for the items being ironed. A
usually programmed by the chemical supplier for
temperature that is too low or an ironer that is too slow will
each item to be washed. It is more efficient than a
not dry or iron items correctly. They may need to be passed
card reader but the operator must remember to punch
again through the machine which will slow down the whole

finishing process. Never use the ironer if there are damaged 27. If you are delivering guest laundry back to the guest
tapes or belts-report this immediately so that they may be room and there is a “Do not disturb” sign on the door,
repaired promptly what action would you take?
 Always use the safety functions on hot presses and  Place a card under the door advising the guest that
make sure all press pads are clean and in good repair an attempt was made to deliver his laundry and
are not sure advising him of the telephone extension number to
 Never stand in water-always clean up spillages call when he is ready.
immediately
 Always wear the correct protective equipment and
clothing with which you have been issued
 Correctly follow all handling and usage instructions for
all chemicals.
24. If a long banquet cloth has a cigarette burn hole in
the middle, what can be done?
 The cloth could be overstitched if the burn is not too
big-otherwise the cloth may be cut down and made
into smaller cloths, napkins or tray mats or even chefs
aprons.
25. If a freshly laundered guest shirt still has stains
under the arms, what should you do?
 The shirt should be returned to the washing section
and may need to pre- treated under the arms with a
stain remover. If after rewash, the stain persists, the
guest should be advised that unfortunately the stain
could not be removed.
26. Why is it important to maintain accurate laundry
records?
 Record keeping and proper analysis of all records will
assist in determining if production can be improved in
certain areas of the operation. It will also assist in
calculating profit margins and is a history of
expenses.

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LIVELIHOOD SKILLS DEVELOPMENT & ENHANCEMENT CENTER (LSDEC)

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Big changes in mood over time. Briefly explain your responsibilities

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9. Which other staff within a venue might a valet need to

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 Identify the necessary/required changes Any from the following:

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PROVIDE HOUSEKEEPING TO GUESTS

MARIBELL TAPALES MANGILA, MPM, TESDA Accredited Competency Trainer Page 12

MARIBELL TAPALES MANGILA, MPM, TESDA Accredited Competency Trainer Page 13

MARIBELL TAPALES MANGILA, MPM, TESDA Accredited Competency Trainer Page 14

MARIBELL TAPALES MANGILA, MPM, TESDA Accredited Competency Trainer Page 15

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30. When planning to purchase equipment for a room,

CLEAN AND PREPARE ROOMS FOR INCOMING

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 Fridge  In-room air conditioning set at a predetermined

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28. Answer ‘True’ or ‘False’ to the following statement:  Picnic baskets

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MARIBELL TAPALES MANGILA, MPM, TESDA Accredited Competency Trainer Page 25

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 Vacuum both sides of the loose cushions  Window Scraper

MARIBELL TAPALES MANGILA, MPM, TESDA Accredited Competency Trainer Page 27

 Plug in all electrical appliances, especially lights and  Vacuum cleaners.

MARIBELL TAPALES MANGILA, MPM, TESDA Accredited Competency Trainer Page 28

 Detergents 9. Mop the entire floor with the fresh solution

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 Hydrocarbon is a petroleum based solvent which is  Bedspreads and bed skirtings

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