P&P HK

Subject Department
:House Keeping Index : Housekeeping
Policy Number : Approved By :
Effective Date : Page(s) :
Approved Date : Revised :
S. No
Topic General Service Policies and Procedures
Page No
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
How to damp mop How to clean &defrost the refrigerator Upholstery shampooing How to clean a bath tub How to strip and seal the floor Behavior code Communications How to operate the scrubbing machine Relocation / removal of plants Routine carpet maintenance How to operate a vacuum cleaner Routine or daily floor maintenance cycle Restorative carpet maintenance Restorative floor maintenance cycle Periodic floor resurfacing cycle : scrub and recoat Interim / periodic carpet maintenance How to scrub the floor How to polish stainless steel &brass How to care and clean the sun umbrella Furniture removal / relocation Floor care and maintenance How to clean a telephone How to clean the toilet bowl How to care for your equipment How to clean a hand basin How to dust mop the floor Carpet &upholstery stain removal guidelines Carpet care and maintenance How to operate the buffing machine How to buff the floor Upholstery shampooing
4 5 6 8 9 11 13 15 16 18 21 23 25 27 30 32 35 37 38 39 40 48 49 50 51 52 54 55 58 59 62
32 33 34 35 36 37 38 39 40 41 42 43 43.1 44
Periodic surface restorative floor maintenance cycle How to clean window blind How to clean window How to use the squeegee Housekeeping hotel premises maintenance Cleaning elevators Cleaning public restrooms Cleaning the hotel entrance Cleaning the lobby nightly activities Cleaning the front desk area Cleaning corridors What is cleaning schedule? Car Cleaning and Maintenance Water damage treatment Guest Service Policies and Procedures
64 67 68 69 70 73 74 76 77 78 79 80 81 83
45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72
Key control Telephone courtesy Housekeeping telephone log Signing in and out Repair and maintenance Behavior code Communications Housekeeping terminology Attendance Housekeeping computer codes Death of guest at the hotel How to enter the guest room Key card system Housekeeping dos and donts In - suite minibar Missing guest room items Dress code Gate pass Guest supplies for sale Guest supplies control Handling complaints by telephone Guest on loan items control Newspaper and magazines for the guest rooms and public areas Property accidents Safety guidelines ( chemical ) Safety guidelines ( confidentiality ) Safety guidelines ( fire ) Safety guidelines ( report )
85 86 90 91 92 94 96 98 102 103 105 106 108 111 115 120 121 122 123 124 126 128 130 131 132 133 134 136
73 74 75 76 77 78 79 80 81
Safety guidelines ( general ) Special set-up / treatment Staff lockers / personal property Staff entrance / time keeping Thefts involving guests items Lost and found procedure Insect control Discipline Vacations Laundry and Uniform Policies and Procedures
138 140 142 143 144 145 147 148 150
82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114
Uniform exchange system Linen control Soiled linen collection Rooms linen inventory Guest laundry services Sorting of soiled linen Linen disposal Wet mattresses cleaning procedure Linen in and out record sheet How to handle guest laundry and dry cleaning Cleaning the laundry and uniform room Locker bags Collect guest laundry Linen and laundry Delivery guest laundry Rules on the guest floor Laundry opening and closing procedure Laundry do and dont Linen flow chart Handle f&b linen Handle staff uniform Guest laundry flow chart How to check guest laundry How to wash guest laundry How to arrange guest laundry on hangers How to fold guest laundry How to record guest laundry How to do billing guest laundry Quality factors for trousers Quality factors for jacket/coat Quality factors for shirt Quality factors for skirts, dresses, blouses House Keeping Standards ( 24 Pages)
151 152 154 155 157 159 160 161 162 164 166 170 171 172 173 174 175 176 177 179 180 181 182 184 185 186 187 188 189 191 192 193 194
Subject Department
: How to Damp Mop : Housekeeping
Effective Date : Page(s)

INTRODUCTION
OBJECTIVES
Always Ensure That The Floor Has Been Dust Mop Or Swept Before Damp Mop.
PROCEDURES
What you will need: 1 x twin or single mopping buckets & wringer 1 x damp mop Wet Floor sign Neutral cleaner
Fill the bucket with water and add the neutral cleaner in according to manufacturers instruction. Put up the floor sign on the floor to be mopped. When mopping a high traffic area, divide the area into half so that the other half is still available for traffic and also to ensure the floor just recently mop has enough drying time. Soak the mop into the bucket and lightly squeeze the excess water before mopping. The mop
should not be too dry or wet that it will be hazardous. Soak the mop into the cleaning solution again before proceeding to another area. Change the mop water if necessary.
Subject Department
:How To Clean &Defrost The Refrigerator : Housekeeping

INTRODUCTION
OBJECTIVES Thorough Clean And Defrost The Refrigerator Before The White Ice Is Thick On The Freezer Box.
PROCEDURES Set the dial to defrost and switch OFF the main. Remove all bottles and drink cans from the refrigerator. Remove the shelves and fill the ice tray with hot water and place back inside the freezer box to fasten defrosting. Wash and dry all shelves and container. When all ice has melted, remove the ice tray. Refill the ice tray with cold water and replace all fittings. Wipe all bottle and drink cans before replacing. Switch ON and reset dial. Wash and dry the exterior of the refrigerator.
Subject : Upholstery Shampooing Department : Housekeeping

INTRODUCTION
OBJECTIVES
Necessary to restore the surface Appearance of Upholstery
PROCEDURES What you will need: 1 x shampoo extraction machine 1 x upholstery tool / wand 1 x pail 1 x upholstery shampoo 1 x spray bottle of Pre - spotter 1. Obtain the Machine Ensure that it is complete with the necessary attachment and in good working condition 2. Prepare the Solution Prepare according to the manufacturers instruction Vacuum Suction clean the upholstery especially all the corners to prepare the shampooing Pre - Spotting Apply the pre - spotter to heavily soiled areas and lightly agitate the stain with a soft brush. This will reduce the possibility of over wetting and also eliminate the need for repeatedly passing the tool over the area. Shampooing The hand tool should be moved systematically over the surface of fabric using either: a/ the Long stroke b/ the short strokes a/ the Long strokes applying pressure as the tool is drawn backward over the fabric and just overlapping
adjacent strokes OR b/ the Short strokes Moving the tool backwards and forward in a zig zag fashion across each section of the fabric, applying pressures in both directions. Continue until all parts, including the front and the back of cushions, are completed The direction for drawing the tool will depend on the convenience of that particular piece of upholstery Suction / Extract Pass the hand tool over each part of the upholstery using the suction only 8. Use the crevice tool for tuck INS and corners. Leave to dry. Clean the machine and all the tools before storing
Subject Tub Department
: How To Clean a Bath Policy Number : : Housekeeping Approved By :

INTRODUCTION OBJECTIVES
Step By Step Procedures
PROCEDURES Put a little water into the bath tub, add cleaner and soak the rubber mat. (This should be done for the check - out rooms ) For an occupied room, roll the rubber mat with the bath mat and leave aside to dry) 2. Squeeze the cleaning chemical on to the scouring pad. Rinse the tiles with warm water to prepare for scrubbing. Scrub the tiles and grouting from top to bottom. Scrub the rubber mat, roll with a bath mat and leave to dry. When drying the rubber mat pay special attention to around the buttons. (If not dried properly, mildew will be encourage to grow) 4. Scrub the whole bathtub in clockwise direction from inside to the outer rim. All the while, rest your other hand on the edges of the tub. 3. Release the stopper control and remove for cleaning. Remove any hair or scum with a toothbrush. Clean the chrome fittings, the soap dish, the overflow drain, the drainage and the grab bar. Ensure that the drainage is free of scum or hair. 5. Clean and dry the shower curtain. Make sure that the bottom of the curtain is sponged completely. Shower curtain should be properly hooked and placed OUTSIDE the bathtub. 5. Rinse the tub and fittings with hot water. Check that NO soap is left on the tiles. 6. Dry the tub, tiles and grouting with a clean dry cleaning cloth. Ensure that the tiles and grouting are properly dried so as not to encourage the growth of mildew.
Subject The Floor Department
: How to Strip and Seal Policy Number : : Housekeeping Approved By :

To Protect The Floor From Penetrating Dirt. Floor Sealer Should Only Be Applied To A Completely Stripped Floor Surface And Never Over Floor Finish. A Separate Mop, Mop Bucket And Wringer Should Be Used For The Application. PROCEDURES Materials Needed: Conventional Rotary Scrubber Wax Stripper Floor Sealer Mop & Wringer x 2 Bucket Scrubbing machine & Pad Wet Vacuum Wet Floor sign Stripping pad
Scrapper Dust Mop
1. Prepare the Area Rope off the area to divert the traffic and to prevent accident. Remove furniture from the area which needs to be strip and seal. Dust Mop the floor. Remove any gum, stickers etc. from floor surface 2. Prepare the Chemical & Equipment Prepare the Stripping solution according to the instruction. 3. Remove Old Wax Slosh the floor with the Stripper solution using a string mop. Leave it for 5 minutes. This is to allow the stripper to soften and melt the wax. With a scrub pad soak with the stripper solution, clear old wax from the corners and edges. Scrub with a scrubbing machine the floor. 4. Rinse & Dry Using the Wet & Dry Vacuum, pick up the stripper and old wax. Apply water to the floor. Pick up the dirty water. Repeat the process until the floor has been thoroughly rinsed OFF. Where pick up is required with mop, use a clean mop ; never use the same mop that has been used for the stripping solution Observe the floor to ensure a clean & even appearance. All marks and old sealer should be removed. If not, repeat the scrubbing a Allow the floor to thoroughly dry. 4. Apply Sealer NEVER RE - SEAL a floor that has NOT been THOROUGHLY scrubbed - floor discoloration will quickly develop due to soil entrapment. Film integrity or adhesion problem will also occur Prepare the sealer according to instruction. Generally, rayon or rayon blend mop are preferred over cotton mops
For applying floor finish and sealer. Compared to cotton mops, rayon will not leave lint, does not have natural oil, which could interfere in the application Using a CLEAN mop, dip into the solution and remove any excess to polish the floor from left to right and back. Start with the area farthest from the door, or wherever you will exit. Ensure that the area is properly covered with the first coating. If applying more than one coat, keep 6 away from the baseboard on the FIRST coat. Only on the final coat, apply near the baseboards. Allow to dry for about 10 - 15 minutes. Allow adequate drying time between coats. Various factors are involved in the drying time - thickness of coat, temperature, humidity and ventilation- generally adequate drying time falls between 30 - 45 minutes range For extremely low ventilated areas, use a fan to improve the airflow Repeat procedures for next three coatings. Three coats are recommended for a High Gloss and durability. Leave the wax to harden. It is advisable to leave it overnight before buffing to bring up the shine. 5. Clean and store all equipment
6. Daily Maintenance Buff the floor daily to bring out the shine, to remove any scuff marks and to postpone the costly stripping and refinishing cycle.
Subject Department
: Behaviour Code : Housekeeping
INTRODUCTION OBJECTIVES A guide to meeting the expectations of the guest of us, the hotel staff- The Way We Behave Is How We Will Be Judged PROCEDURES GREETINGS: Welcome to the Starcity Saigon Hotel (Do greet with a big smile) How are you today, Mr. / Mrs. / Ms ? (Try to remember the guests name) ANSWER: I am very well; thank you and you, Mr. / Mrs. / Ms ... AFTER YOUR INITIAL GREETING, SAY: Have a nice day / pleasant evening / good weekend If the guest wishes you first, say: You too, Mr.? And you, Mrs. ? And the same to you, Sir / Madam ALWAYS SAY: I am sorry, I will check for you Pardon me All right, certainly Certainly, my pleasure DONT EVER SAY: I dont know What? OK Yes USEFUL SENTENCES WHICH ARE PLEASANT TO HEAR May I help you, Mr. / Mrs. / Ms ? Please, Thank You, Excuse Me, Pardon Me Is there anything else that I can do for you? WHEN GUESTS ASK FOR SOMETHING WHICH YOU ARE NOT SURE YOU CAN
PROVIDE, ANSWER HONESTLY: If you wait a moment, Sir / Madam, I will try to find out. I am afraid I can not say for sure, but I will ask right away. ON RETURNING WITH A POSITIVE ANSWER, SAY: Sorry to have kept you waiting. I am pleased to say we do have.? NEVER SAY: I dont know Its not handled by this department GIVING DIRECTION: Go straight ahead Turn left / right at the first corner Go up / down the staircase Sorry, I am not sure. If you wait a moment, I will find out WHEN YOU ARE WALKING OR WORKING IN THE CORIDOR: You should, step back and greet the guest.
IF THE GUEST IS HEADING TOWARDS THE ELEVATOR AND YOU ARE NEARBY: Go ahead and press the buttons for him / her. NEVER MAKE ANY REMARKS AMONG YOURSELVES ABOUT THE APPEARANCE OF GUESTS WHO MAY LOOK STRANGE AND FUNNY TO YOU. DO NOT STARE.
Subject Department
: Communications : Housekeeping

Housekeeping Department Daily Briefings and the Weekly and Monthly Meetings. PROCEDURE Communication should flow in ALL DIRECTIONS: up, down and lateral. Communications is successful when - It Has Been Received - It Is Understood - It is remembered - It is acted upon MEETINGS: An effective meeting should be a process of two way communication. It is an opportunity for the Executive Housekeeper to ensure that information such as objectives, policies, procedures, and future plans are clearly passed on. 2. It is also an opportunity for the staff to pass information back and to discuss matters, as a team, with each other. 3. Effective meeting conducted are: - well planned - Brief and to the point. - Objective and factual
- avoid emotional behavior - Full participation - avoid side discussion - resolve conflict 4. Minutes will be taken, reviewed and posted in the Housekeeping Office after the meeting. BRIEFINGS: Briefings are to ensure that pertinent and accurate information is shared daily so that a coordinated team effort results. 2. Briefings should focus primarily on operational issues and include: Previous 24 Hours Operations - results - Matters to be addressed - Problems - Guest comments etc. Present 24 Hours - Priorities - Coordination / assistance required General - pre planning / coordination - New developments - Matters from division meetings 3. Briefings falls under two categories: Daily department briefings run by the Executive with the sections supervisors. Daily section meetings run by the section supervisors at the beginning of shifts or at shifts changeover. 4. Briefings, as the name implies, should NOT be more than 20minutes.
Subject : How To Operate The Policy Number : Scrubbing Machine Department : Housekeeping Approved By :

INTRODUCTION OBJECTIVES Step By Step Procedures. PROCEDURE
1. Obtain the Scrubbing Machine Ensure that it is in working condition. Handle with care to avoid any damage to surrounding object and area. 2. Check the Scrubbing Pad Lift up the machine and take out the flexible driving disc so that you can put on the pad. Ensure it is in correct placement and in efficient thickness and the disc is tightened firmly and not be vibratos. 3. Check the Plug and the Flex Release the flex from the machine and check if the flex or plug is damaged. Report if it is. There should be no worn area, torn or broken. 4. Plug into the Socket And Switch On The Machine Hands must be dry to avoid electrocution. 5. Scrubbing the Floor Push the machine sideways or front ways. Make sure the whole floor is scrubbed and any moveable machine is place back after scrubbing 6. Finish Scrubbing Press the switch button to OFF position and take out the plug from the socket. Ensure the plug is not taken OFF before switching OFF the machine.
Subject Plants Department
: Relocation/Removal of Policy Number : : Housekeeping Approved By :

INTRODUCTION OBJECTIVES Operating Rules & Procedures.
PROCEDURE 1. Plants arranged in the hotels premises (interior / exterior) should not be removed at all, if possible 2. The Horticulturist has to be informed of any loss / damage / incoming or outgoing of plants in the entire resort
3. All plants locations / put on display or decorative purpose in the guest rooms, Outlets or Public area are specified and recorded. The Horticulturist will establish a Plant Changing Schedule 4. Small potted plants In the Guest Room: watering work maintained will be assisted by the Room Attendant ; ensuring that the level is
for the purpose of changing / maintenance : The Assistant Grounds & Garden Manager (Interior) will be responsible in drawing and signing for the master key from Housekeeping Office. upon the return of the master key, the Housekeeping Clerk will inform the Room Supervisor of the completion of plant changing / maintenance the Horticulturist is responsible in ensuring that the rooms are not protected or dirtied as a result outstanding rooms ( involving MORE than 10 pots ) which could not be accessed as a result of DND or double locked, will be noted by the horticulturist and followed up the next day If LESS than 10 pots involved, the potted plants will be handed over to the Housekeeping Supervisor for changing In case the plants are unsuitable for display ( requiring treatment ), the potted plant has to be removed from the guest room to the floor pantry and the Horticulturist informed New plant for replacement will be send to the pantry and the Room Supervisor (if less than 5 pots) will replace in the room PLANT REMOVED FOR TREATMENT HAS TO BE REPLACED WITH OTHERS TO THE ORIGINAL POSITION 5. Medium / Large Size potted plants In the Guest Room: Will be fully under the supervision of the Horticulturist
6. Plants For Functions: the Banquet & Conventions Manager is fully responsible in liaising with the Horticulturist for extra plants, re - arrangement, protection of the plants or reporting any damage 7. NO planting material is to be taken out without the approval of the Horticulturist 8. NO flowers / plants are to be cut / pulled off without prior notice to the Horticulturist 9. NO cleaning chemical, grease, toxic waste is allowed to be poured on the plants
Subject : Routine Carpet Policy Number : Maintenance Department : Housekeeping Approved By :

The First and Most Basic of the Carpet Maintenance Cycle PROCEDURE Routine / Daily Carpet Maintenance: Purpose: Prevent and remove tracked in soils from carpets Frequency: Daily or more often depending on grit and soil levels Techniques: Mats Vacuuming Spot removal 1. MATS Grits, primarily sand and salt, will work its way down into any carpet causing the carpet to wear. Appropriate matting, properly maintained, is a key component of the routine maintenance program. Preventing soil, grit and moisture from entering REDUCES the cleaning time and labor requirements - Mats will prevent up to 70% of the soil entering the building. Equipment Required: Mats at all entrance ways Upright vacuum Cleaner Lobby dust pan and small broom Procedures: 1. Thorough vacuum all carpet type mats 2. Dump sand and grit from mats designed to heavy soil. 3. Sweep the heavy soil into the pan for disposal 2. VACUUMING Vacuuming is the foundation of an effective soil and grit control program and should be performed as often as necessary. Frequent vacuuming at entrance ways reduces the vacuuming frequency required throughout the hotel building. Equipment Required: Upright Vacuum Cleaner
Procedures: Pick up heavy litter too large for removal with vacuum Vacuum carpet in one direction 3. Make note of any gum, spots or stains for later removal To develop the most cost effective vacuum schedule, it is important to classify different areas of the hotel to establish vacuuming frequency. These classifications are: Heavy Traffic Areas Medium Traffic Areas Light Traffic Areas 3. SPOT AND STAIN REMOVAL Spot and stains should be removed as quickly as possible to avoid permanent staining thus reducing the labor time required. Equipment Required: White terry or Paper towel Spoon or Putty Knife Procedures: The most important factors in preventing permanent stains are: 1. Start the sport removal as soon as possible. 2. Use the correct spotting fluid. However most satins are not usually noticed until hours after they occurred, making their removal difficult. The most frequent stains and spot occur from chewing gum, candy, and grease, burns, and beverage and / or food stains. 3. Scrape any residue that can be picked up with a putty knife. 4. Blot up liquids or spills with absorbent paper, cloth or toweling or with a clean sponge. 5. Try to identify the stain. If this is not possible, treat as an unknown stain.
6. In treating the stain, begin at the outer edge and work towards the centre of the stained area. Do not brush or rub the spot any more than is necessary. Excessive rubbing may result in a worse distortion than stain. Use only stain removers that have previously been checked for possible harmful action on a sample of the carpet involved. Always pre -test a spotting formula. Use a few drops of the formula on each color of the carpet; hold a white tissue against the test area and count to ten. If any of the colors have transferred to the tissue, your carpet is subject to dye bleeding 7. Do not rush the job. Some stains require considerable time and effort to remove. 8. Do not allow a wetted area to dry slowly to air. Blot as much as possible and then leave
a pad of weighted clean cloth or paper towels on the wet area to remove as much liquids as possible. The chemical cleaning of carpets, regardless of the methods used is potentially the most damaging. Over wetting of carpet can occur which may result in the shrinking of the carpet, staining the carpet with color from the backing (known as wicking), and causing water stains. 9. Dont be haphazard at spot removal. You may cause indelible stains or permanent pile distortion.
Subject : How To Operate A Policy Number : Vacuum Cleaner Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Step By Step Procedures To Assemble And Operate The Vacuum Cleaner Without Damaging It Or Causing Injury To User.
PROCEDURE Obtain A Vacuum Cleaner Bring it to the service area. Be careful not to damage the vacuum cleaner or the surrounding objects at the area. 2. Check the Dust Bag Pull up the clip at both sides and release the cover of the dust container. Check the volume of the dust bags. The dust bag must be emptied when 75% full. Clear out any rubbish around the hose. This is to ensure that it is not blocked and the suction is working effectively. When placing the dust bag, ensure that it is secured properly.
3. Cover the Dust Container Place back the cover and clip it in. 4. Connect The Hose, Nozzle And The Tube. Ensure that they are all firmly connected together. 5. Check the Plug and Flex Release the flex from the vacuum cleaner. Check for any damage, cuts, loose or worn areas. A damaged plug or flex could cause electrocution. 6. Adjust the Brush Switch the brush level to high or low according to type of carpet. For deep pile carpets, brush low to connect with bottom of the carpet. For short pile carpet, brush should be high. 7. Plug into The Socket And Switch Button To ON Connect the plug into the wall socket. Hands must be dry to avoid any electrocution. 8. Vacuum Carpet Push the vacuum cleaner forward. In a Guest Room, start from the inside and work backwards towards the main door to avoid stepping on the carpet again. Make sure the whole room is vacuumed and any moveable furniture are moved and moved back after vacuuming. 9. Finish Vacuuming the Carpet Press the switch button OFF to stop the motor. Take plug out from the socket to disconnect the power. Do not take the plug out of the socket before switching OFF; otherwise it will cause damage to the motor. Roll the wiring around the vacuum to protect the wiring.
Subject : Routine or Daily Floor Policy Number : Maintenance Cycle Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES The Single Most Important Aspect of Floor Care
PROCEDURE Purpose : To keep the floor surface clean
Frequency : At least daily, often depending on grit and soil levels Techniques: Mats Dust Mopping Wet Cleaning - Auto method - Damp mop 1. MATS 1. Grit, primarily sand and salt, will grind through any floor coating 2. Proper matting, properly maintained, will remove the dirt and water from traffic and then trap and hide it 3. When selecting the mats, consider the location, soiling conditions, weather, traffic levels, building design and decor, slips/fall hazards, as well as type and size of mat 4. Mats should be vacuumed daily to remove accumulated soil and grit
5. Mats should be changed weekly and dirty mats scrubbed with a detergent, thoroughly rinsed and allowed to dry
2. DUST MOPPING 1. Should be performed as often as necessary to keep the grit off the floors 2. After mop has been used, shake mop vigorously outdoors or into sheet or newspaper to release the accumulated dust balls. 3. When mop becomes too soiled, it may be rinsed under a stream of water
3. WET CLEANING 3a. AUTO METHOD An automatic floor maintainer is the most efficient way of removing soil
Equipment Required: Bucket Wet Floor signs Automatic Floor Maintainer
PROCEDURES: 1. Mix a solution of neutral cleaner with recommended quantity of water in the auto machine 2. The machine should be equipped with a brush, solution and rinse tanks, a squeegee and a vacuum system that scrub and rinse the floors in one operation
3b. DAMP MOP
Equipment Required: Bucket & Wringer Wet Floor Neutral cleaner
PROCEDURES: 1. Mix a solution of the neutral cleaner with the recommended quantity of water in a clean bucket 2. Use a cotton or synthetic mop with detergent solution - wring out prior to mopping
Subject Maintenance Department
: Restorative Carpet Policy Number : : Housekeeping Approved By :

To Deep Clean and Restore the Carpet To As Near New Condition as Possible PROCEDURE Restorative Carpet Maintenance: Purpose: To deep clean and restore the carpet to as near new condition as possible Frequency: When interim cleaning is not providing the desired appearance level. Techniques: Hot water Extraction Rotary Shampooing
1. Hot Water (Steam) Extraction Cleaning It is the most rapidly growing technique for deep restorative cleaning. A pressure sprayer of hot solution is injected to the carpet and immediately vacuumed (extracted) out. Contact time of the solution on carpet is short, so rapid action by the solution is required. Usually, the soil areas are often pre - treated which dissolve grease and oil binders, greatly enhancing cleaning performance. It also allows faster drying time compared to rotary shampooing Equipment Required: Extraction Cleaning Machine Upright vacuum Pump Up sprayer Work area signs Pre Treatment Carpet solution Extraction Cleaning Chemical Procedures: 1. 2. 3. 4. 5. 6. Place work signs where necessary Remove furniture from area to be cleaned Vacuum area to be cleaned with the upright vacuum Remove any carpet stains or spots Mix the Extraction cleaning solution and fill the solution tank of extraction machine Mix the pre treatment solution and fill the sprayer. Apply to the area to be cleaned but avoid spraying too large an area to prevent drying up. Leave the chemical to work. Clean the pre treated area as per the extraction machine directions.
7.
Avoid over wetting. Be sure to draw extractor vacuum several times to extract as much as possible cleaning solution and soil. Avoid rushing, use slow deliberate rate to achieve best result.
8.
Remove all equipment and allow carpet to dry. When dry, vacuum with an upright vacuum. Clean and store all equipment after use. Rotary Shampooing
9. 2.
This is the oldest method of carpet cleaning. Strong agitation is provided by the rotating brush. The carpet is often wet vacuumed after shampooing to remove excess solution and entrapped soil. Dry vacuuming is done after the carpet dries to remove any remaining shampoo residue and soil. Drying time is often long. There is also potential of over wetting, which causes shrinkage. Periodic hot water extraction every 4 or 5 rotary shampooing is recommended to remove shampoo residue. Equipment Required: Heavy duty vacuum (preferably with pile lifting capability) Rotary floor machine Wet Vacuum Work floor sign Buckets for mixing solution Procedures: Place work area sign where necessary 2. Remove furniture from area to be cleaned 3. Remove any carpet spots or stains 4. Vacuum carpet 5. Mix cleaning solution and fill into sprayer. Spray onto the carpet. Allow to sit 10 - 15 minutes for the chemical to work 6. Start the rotary machine. When a fair size area has been shampooed, excess shampoo may be picked up with wet vacuum. Continue until the whole area has been cleaned.
7. Allow carpet to dry. When area has completely dry, carpet is vacuumed to remove soil and broken carpet fibers. At the same time the pile lifter also restore the carpet pile.
Subject : Restorative Floor Policy Number : Maintenance Cycle Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION
OBJECTIVES Complete Floor Stripping Before Floor Finish Application PROCEDURE Purpose: To completely remove all floor finish from the floor surface
Frequency: Yearly or when the scrubbing procedure does not even out floor appearance. Required as a result of heavy traffic lane wear, soiling, discoloration or finish buildup along edges, etc. Techniques: Completely strip floor surface. Rinse the floor, allow the floor surface to dry and recoat with four coats of floor finish. Allow each coat of floor finish a sufficient drying time before applying the next coat
1. COMPLETE FLOOR STRIPPING Equipment Required: Conventional Rotary Floor Machine Wet Vacuum Dust Mop Two Damp Mops Two Mop Buckets and Wringers Corner Scrubber Wet Floor Signs Black stripping pad
PROCEDURES: Dust mop the floor. Use a putty knife to remove gum, sticker, etc,. 2. Position the wet floor sign.
3. Prepare stripping solution. Apply to corners and edges. Allow 5 minutes minimum time for the chemical to work. Manual scrub the corners and edges. After removal, rinse with clean water these areas. 4. Dilute the floor stripper with the recommended quantity of water in a bucket. 5. Liberally apply the stripping solution with a string mop to suitable working area (approx. 200 sq. ft). Avoid splashing the baseboards and area not requiring stripping. Allow solution to work - do not allow drying. Position the pad / brush onto the floor machine and scrub 6. Finish scrubbing, pick up the solution with a wet vacuum. Do not allow the solution to dry before removal. 7. Observe the floor for any sign of incomplete finish removal such as glossy or darker area. Pay particular attention to areas along the baseboards. If necessary, repeat the scrubbing process. 8. Rinse the floor with clean water. Use a clean mop, mop bucket and wringer. Do not use the same mop as for the stripping solution. Clean any splashed solution from the baseboards. 9. Change the rinse water; thoroughly rinse the mop, bucket and wringer.
10. Allow the floor thoroughly dry before applying finish. 2. FLOOR FINISH APPLICATION
Equipment Required: Mop Bucket & Wringer Rayon Or Blend Floor Finish mop PROCEDURES: 1. NEVER RE - SEAL a floor that has NOT been THOROUGHLY scrubbed - floor discoloration will quickly develop due to soil entrapment. Film integrity or adhesion problem will also occur
2. Prepare the sealer according to instruction. 3. Generally, rayon or rayon blend mop are preferred over cotton mops for applying floor finish and sealer. Compared to cotton mops, rayon will not leave lint, does not have natural oil, which could interfere in the application 4. Using a CLEAN mop, dip into the solution and remove any excess to polish the floor from left to right and back. Start with the area farthest from the door, or wherever you will exit. Ensure that the area is properly covered with the first coating. If applying more than one coat, keep 6 away from the baseboard on the FIRST coat. Only on the final coat, apply near the baseboards. Allow to dry for about 10 - 15 minutes. Allow adequate drying time between coats. Various factors are involved in the drying time - thickness of coat, temperature, humidity and ventilation- generally adequate drying time falls between 30 - 45 minutes range For extremely low ventilated areas, use a fan to improve the airflow Repeat procedures for next three coatings. Three coats is recommended for a High Gloss and durability. Leave the wax to harden. It is advisable to leave it overnight before buffing to bring up the shine. 5. Clean and store all equipment 6. Daily Maintenance Buff the floor daily to bring out the shine, to remove any scuff marks and to postpone the costly complete stripping and refinishing cycle.
Subject : Periodic Floor Policy Number : Resurfacing Cycle : Scrub and Recoat Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Top Layers Of Floor Finish Are Removed And Then Recoat To Build Back The Wear Layer. A SEPARATE Mop, Mop Bucket And Wringer Should Be Used For The Application Of Sealer PROCEDURE Purpose: To remove the top layers of the floor finish where soil is embedded and traffic lane wear has occurred. The clean floor surface is then re coat to rebuild back the wear layer on the floor surface and even out the appearance. Frequency: Performed monthly, every two months, quarterly or semi annually etc. When the floor surface shows traffic lane wear, scratches or embedded soil. Techniques: Scrub floor to remove the top layers of finish. No marks or soil should be left. Rinse the floor, allow to dry and re - coat with a minimum of two coats of floor finish
1. SCRUB Equipment Required: Conventional Rotary Floor Machine Wet Vacuum Dust Mop Two Damp Mops Two Mop Buckets and Wringers Corner Scrubber
Wet Floor Signs Black stripping pad
PROCEDURES: Dust mop the floor. Use a putty knife to remove gum, sticker, etc,. 2. Position the wet floor sign. 3. Prepare stripping solution. Apply to corners and edges. Allow 5 minutes minimum time for the chemical to work. Manual scrub the corners and edges. After removal, rinse with clean water these areas. 4. Dilute the floor stripper with the recommended quantity of water in a bucket. 5. Liberally apply the stripping solution with a string mop to suitable working area (approx. 200 sq. ft). Avoid splashing the baseboards and area not requiring stripping. Allow solution to work - do not allow drying. Position the pad / brush onto the floor machine and scrub 6. Finish scrubbing, pick up the solution with a wet vacuum. Do not dry before removal. allow the solution to
7. Observe the floor for any sign of incomplete finish removal such as glossy or darker area. Pay particular attention to areas along the baseboards. If necessary, repeat the scrubbing process. 8. Rinse the floor with clean water. Use a clean mop, mop bucket and wringer. Do not use the same mop as for the stripping solution. Clean any splashed solution from the baseboards. 9. Change the rinse water; thoroughly rinse the mop, bucket and wringer.
10. Allow the floor thoroughly dry before applying finish.
2. RE - COAT Equipment Required: Mop Bucket & Wringer Rayon Or Blend Floor Finish mop
1. NEVER RE - SEAL a floor that has NOT been THOROUGHLY scrubbed - floor discoloration will quickly develop due to soil entrapment. Film integrity or adhesion problem will also occur 2. Prepare the sealer according to instruction. 3. Generally, rayon or rayon blend mop are preferred over cotton mops for applying floor finish and sealer. Compared to cotton mops, rayon will not leave lint, does not have natural oil, which could interfere in the application 4. Using a CLEAN mop, dip into the solution and remove any excess to polish the floor from left to right and back. Start with the area farthest from the door, or wherever you will exit. Ensure that the area is properly covered with the first coating. If applying more than one coat, keep 6 away from the baseboard on the FIRST coat. Only on the final coat, apply near the baseboards. Allow to dry for about 10 - 15 minutes. Allow adequate drying time between coats. Various factors are involved in the drying time - thickness of coat, temperature, humidity and ventilation- generally adequate drying time falls between 30 - 45 minutes range For extremely low ventilated areas, use a fan to improve the airflow Repeat procedures for next three coatings. Three coats is recommended for a High Gloss
and durability. Leave the wax to harden. It is advisable to leave it overnight before buffing to bring up the shine. 5. Clean and store all equipment
6. Daily Maintenance Buff the floor daily to bring out the shine, to remove any scuff marks and to postpone the costly complete stripping and refinishing cycle.
Subject : Interim / Periodic Carpet Policy Number : Maintenance Department : Housekeeping Approved By :

INTRODUCTION
OBJECTIVES To Remove the Grease and Oil Component Build Up On the Carpet and Non Removable With Vacuuming PROCEDURE Interim / Periodic Maintenance Purpose: To remove the grease and oil components that eventually build up on the carpet pile surface and are not removed by vacuuming Frequency: When routine does not leave the carpet appearance at the desired level Performed monthly, quarterly, as required by traffic and soil build up Techniques: Bonnet or spin cleaning using dry foam, dry powder or mist shampooing 1. Bonnet / Spin Cleaning using The Spray Mist Method Also known as carpet buffing, this procedure provides good surface cleaning with rapid drying, hence it is used most often at high traffic areas, where fast drying is required.
Equipment Required: Rotary machine equipped with suitable pad holder Carpet buff pads Pump up sprayer Work area signs Chemical Procedures: Place work area sign where necessary 2. 3. 4. 5. Remove furniture from area to be cleaned Vacuum area to be cleaned Remove carpet spots and stains Mix the carpet cleaning solution and fill into the pump sprayer
6. Spray the solution on to the carpet to be cleaned. Avoid spraying near the wall or over wetting. Finger tip dampness is sufficient. Also avoid spraying too large an area that it will dry out before being able to get to it. 7. Spray cleaning solution onto the bonnet pad until it is damp The pad contains enough solution to clean the areas near the walls. This will avoid any spray getting on to the walls or baseboards. 8. Place the pad on the carpet and centre the rotary machine equipped with the appropriate pad holder on top the pad 9. Lightly buff the carpet with an overlapping circular motion
10. As the pad becomes soil, turn it over to the clean side. Change the pads frequently to avoid redistribution of soil. 11. When the pad is soiled on both sides, change to a clean pad.
12. 13.
Repeat procedures until entire carpeted area are cleaned. When the area is dry, vacuum with an upright vacuum
14. Allow carpet to dry thoroughly before replacing furniture. If furniture must be replaced before the carpet is dry, use aluminum foil or wax paper to place under the furniture legs to avoid rust stains. 15. Clean and store all equipment after use
Subject Department
: How To Scrub The Floor Policy Number : : Housekeeping Approved By :

INTRODUCTION
OBJECTIVES Scrubbing Is an Effective Means of Removing Embedded Soil Scrubbing Can Be Accomplished By Either Using A Conventional Rotary Machine Brush Or A Power Driven Machine. And A Hand Held Device for the Corners and Edges PROCEDURE Materials Needed: Automatic Scrubber OR Conventional Rotary machine (175 - 350 rpm) (More suitable if for floor finish stripping purpose) Neutral Cleaner / Stripping Solution Wet Vacuum Brush for Corner & Edges Twin Mopping Bucket & Wringer Floor Pad / Brush Dust Mop Damp Mop Wet Floor Sign PROCEDURES: Rotary Machine Method 1. Prepare the Area Rope off the area by placing the Wet Floor sign to divert the traffic and to prevent the accident Remove the furniture from the work area Dust Mop the floor Remove with the putty knife any gum, stickers etc. from the floor surface 2. Prepare the Chemical and Equipment Prepare the neutral cleaner according to instruction 3. Scrub The Edges And Corners Liberally apply the scrubbing solution with a string mop to the corners and edges. Allow to sit for at least 5 minutes for them to work. Scrub the corners and edges manually. 4. Scrub Position the scrubbing brush / pad onto the scrubber. Ensure that the pad and flexible driving disc is properly and firmly fixed. Continue scrubbing the rest of the floor area, using the same cleaning solution. For automatic scrubber, fill the solution tank with water and add the chemical as per instruction. 5. Rinse Pick up the solution with a wet vacuum.
Rinse the floor with clean water. Observe the floor to ensure that clean and even appearances exist. All marks should be removed. If not, repeat the scrubbing and pick up process on any area of concern 6. Damp Mop Damp mop to remove any cord marks, footprints, remaining solution and splashed cleaning solution on the baseboards / skirting. 7. Dry the Floor Allow the floor to be completely dry before applying finish 8. Thoroughly clean and store all equipment, scrubbing pad and mops, damp wipe the machine and its wire before storing.
Subject : How To Polish Policy Number : Stainless Steel &Brass Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Step By Step Procedures. PROCEDURE Materials Needed: 2 x pieces of dry cloth 1 x cans stainless steel / brass polish 1. Obtain the materials. Pour the stainless steel polish / brass polish onto a piece of the cloth. 2. Wet Cloth. Wipe the surface of the stainless steel / brass surface with the cloth.
3. Dry Cloth. Use another piece of clean cloth to wipe clean. Polish in vertical movement until all surfaces has been polished. Ensure the surface is clean and shiny. 4. Finish Polishing Put all cloths inside a bucket and wash.
Subject : How To Care and Clean Policy Number : And The Sunbrella Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Step By Step Procedures for Sun-umbrella Fabric Care PROCEDURE 1. Sunbrella fabric is made from 100% solution dyed acrylic fiber thermoplastic. When it is stored, it should be cleaned, allowed to dry in a well ventilated area. 2. Sunbrella fabric should be cleaned regularly before substance such as dirt, roof particles etc, are allowed to accumulate on and become embedded in the fabric. 3. The fabric can be cleaned without being removed from the installation
4. Simply brush off any loose dirt, roof particles, etc., hose down and clean with a mild solution of neutral cleaner in lukewarm water, no more than 100 degree F. 5. For more stubborn stains, soak the fabric for approximately twenty minutes in a solution of no more than cup (4 oz) of chlorine bleach and cup (2 oz) neutral soap per gallon of water at approximately 100 degree F. Rinse thoroughly in cold water to remove all cleaner 6. EXCESSIVE soaking in non chlorine can deteriorate sewing threads. This method of cleaning may remove part of the water repellency and the fabric should receive an application of an air curing fluorocarbon water repellent treatment, if water repellency is a factor
7. 8.
Rinse thoroughly to remove the neutral cleaner Allow to air dry.
Subject : Furniture Policy Number : Removal/Relocation Department : Housekeeping Approved By : Effective Date : Approved Date :
Page(s)
INTRODUCTION OBJECTIVES Operating Rules. PROCEDURE
Revised
Furniture items, arranged in the public area should not be removed or relocated if at all possible. Furniture items in the hotels public areas may not be removed or relocated without the permission of the General Manager. Once approved, the furniture may only be removed or relocated by the Housekeeping Department. The Executive Housekeeper will coordinate with the Food & Beverage Department with regards to the storage of the furniture or special set-ups for functions. In case the public area furniture is removed to storage on a temporary basis, the Housekeeping Department is responsible to have them properly protected. Banqueting Department will have their own special sofas and armchairs available for special functions requirements and these items will be proposed to the function organizer. In case where the function organizer insist on the hotels public areas furniture, once the necessary permission has been obtained from the General Manager, and the Director of Food & Beverage had discussed the relocation with the Executive Housekeeper, corresponding remark about the .. Time, place, duration, etc. will appear on the Function Order Form. Similarly, for some functions where the pre-functions areas furniture has to be removed or relocated, similar procedures applies. Any furniture item damaged or broken after a function, the Executive Housekeeper has to be informed, he / she whom will then inform the applicable charges to the Director of Food & Beverage and the Financial Controller immediately. 10. The Executive Housekeeper will liaise with the Director of Engineering the renovation of the furniture.
Subject : Floor Care And Policy Number : Maintenance Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Floor Care System Consist Of 4 Maintenance PROCEDURE Remember that plain floorings tend to show the dirt more easily than marbled or jaspe designs. There are a great many types of floorings on the market. Correct cleaning methods are essential to their long life as their good appearance
Asphalt ( limestone , asbestos , asphalt , resin ) Attacked (bleeding) by solvents, high alkalinity. Susceptible to heel damage. Avoid stripping. Deep scrub where possible. Factory finish removable with neutral detergent and
abrasion. Linoleum ( oxidized linseed oils with resins, cork and wood fillers ) Attacked by almost anything especially solvents, high alkalinity. Avoid over wetting or stripping. Deep scrub where possible. Factory finish removable with neutral detergent and abrasion. Rubber Sound deafening. Comfort under feet. Good natural buffing luster. Do not use aggressive pads. Spray buff recommended however should test the spray cleaners (potential solvent attack) Use a brush for buffing for optimum gloss and lower grabbing on the floor. Factory finished - treat with a water based degreaser Vinyl ( Pure ) Less porous than vinyl composite; finish sits on top - higher gloss, more marking. Excellent chemical resistance, durability; factory finish removable with stripper. Vinyl ( Composite ) More porous, brittle than pure vinyl. Indents, susceptible to heel damage. maintain. Factory finish removable with stripper Easy to
Vinyl Asbestos Predecessor to vinyl composite; may be maintained in similar fashion To reduce the possibility of airborne asbestos: - keep sealed with a proper wear layer - avoid over stripping - Never dry buff / burnish bare tile - Lower speed spray buff is less aggressive than burnishing and extends stripping interval Concrete ( Portland cement, sand , stone ) Seal to reduce dusting. Use only concrete sealer to prevent poor film formation - solvents wicking deep into the concrete.. Usually maintained by cleaning only (automatics) Granite ( feldspar, quartz, some dark minerals ) More durable, stain and scratch resistant than marble Marble ( crystallized limestone ) Extremely difficult to maintain. Soft, scratching and staining problems; Extremely sensitive to acids. Pores of highly polished marble usually is not large enough for mop on coating to adhere Quarry , Ceramic ( clay fired under high temperature ) Adhesion problem often occurs; do not attempt to apply coating to any glazed surface - no porosity. Grouting should be sealed. Maintain by scrubbing with brush to thoroughly clean grouting and low points in tile Slate ( rock from shale , sometimes clay )
Seal, finish. High edges could get preferential coating wear. Avoid acids Terrazzo ( polished cement, marble chips ) Must be properly sealed with non resilient sealer to prevent finish solvents from wicking down into cement.. Sensitive to acids, oil stains. Repeated use of highly alkaline products may popped marble chips. Epoxy type terrazzo often has adhesion problem Wood ( hardwood, maple , oak or veneer ) Extremely sensitive to water damage. Maintain by urethene seal / finish or spray wax A Floor Care System Consist Of 4 Maintenance Cycle: Routine Maintenance Periodic Surface Restoration Deep Scrub And Re coat Full Strip And Re coat 1. Routine Maintenance: Purpose: Prevent and remove tracked soils from the floor surface Frequency: Daily or frequently depending on the amount of traffic Techniques: Mats Dust mopping Wet spot cleaning 2. Interim / Periodic Maintenance: Purpose: To remove surface imperfections which are not repaired by routine imperfections Frequency: Performed daily, weekly, monthly or when routine maintenance does not leave the floor at the desired appearance level Techniques: Low speed spray buffing Ultra high Speed spray buffing 3. Interim / Periodic Floor Resurfacing: Purpose: To remove the top layers of floor finish where soil is embedded and traffic lane wear has occurred. The clean floor surface is then recoat to build back the wear layer on the floor surface and uneven appearance Frequency: Performed monthly, every two months, quarterly or semi annually etc. When the floor shows traffic lane wear, scratches or embedded soil Techniques: Scrub floor to remove top layers of finish. No marks or soil should be left. Rinse the floor; allow drying and recoating with minimum TWO coats of floor finish 4. Restorative: Complete Strip and Refinishing Purpose: To completely remove all floor finish from the floor surface Frequency: Yearly or when the scrubbing procedure does not even out floor appearance required as a result of heavy traffic lane wear, soil, discoloration or finish build up along
edges Techniques: Completely strip floor surface. Rinse the floor, allow the floor surface to dry and recoat with FOUR coats of floor finish. Allow each coat sufficient drying time before applying the next coat
Scrubbing: Scrubbing is an effective means of removing embedded soil and accumulation of greasy, resinous and water insoluble soil. Scrubbing can be accomplished by hand, either using a mop or a scrubbing brush, or by power driven machine. Many types of machines are available but it should be kept in mind that the weight and friction are important factors in the effectiveness of scrubbing. Scrubbing Machine A heavy scrubbing machine with a 14 or 16 brush is ideal as it has the needed weight to penetrate crevices and pores and strip coatings of floor polish. The cleaning solution should be applied to the floor and a soaking period allowed of at least two three minutes. The soaking should loosen the dirt particles and re- emulsifies wax or resin coatings. Next, scrub the floor with the machine. The rinsing and water removal must be very thorough to avoid possible damage to the floor. A Wet pick-up vacuum machine is very useful in removing scrub and rinse water. Floor Finish: A scrubbed floor should be finished by an application of polish in order to obtain a lustrous appearance, preserve the floor, and extend the interval period between cleanings. It has been proven beyond doubt that waxing and polishing of all resilient floor covering is advantageous and desirable, various types and terms are used such as wax less floor finish, bright dry wax and resin finished. However, floor polish, any composition or product, is for use as - a temporary and removable coating on a floor surface to: - protect and preserve it - To make maintenance easier - To improve the gloss and beauty to obtain a lustrous appearance - To extend the interval period between cleaning. There are two types of floor polishes: - Those containing wax and spirit based used for linoleum and wooden floors. - Those containing wax and water (emulsion) which are self-shining. Is suitable for thermoplastic and vinyl floors and also linoleum. Probable Causes of Common Floor Finish Problems: Problem: Poor Initial Gloss - Insufficient coats applied / very porous floor - Improper rinsing after stripping - Product contamination / application equipment not clean / pouring product back into
container - Inadequate drying time between coats / coats too thick - Check for improper product selection - Frozen product Problem: Poor Burnishing / Buffing Gloss Response - Wrong pad / pad not clean - Machine not operating at the proper speed - Uneven floor, pads not touching the floor - Check for improper product selection Problem: Powdering / Dusting - Insufficient grit control - Wrong pad / pad not clean - Non porous floor / adhesion problem - Improper rinsing after stripping - Factory finish not removed from tile - Product contamination / pouring product back into the container Problem: Scuffing, Black Heel Marking - Excessive traffic flow - Check for improper product selection - Soft, flexible flooring (eg. pure vinyl) - Foreign substance on the floor; soil, grit, grease, excessive restorer - Inadequate drying time between coats / coats too thick - Very high humidity / low ventilation during application - Sealer used as wear layer Problem: Scratching - Insufficient grit control - Wrong pad / pad not clean - Non porous floor / adhesion problem - Factory finish not removed from new tile Problem: Slipperiness - Foreign substance on the surface; soil, grit, grease, excessive restorer - Insufficient grit control Problem: Streaking, Uneven Application - Product contamination / application equipment not clean / pouring product back into container - Improper rinsing after stripping - Excessive agitation of product / too much foam - Inadequate drying time between applications - Factory finish not removed from new tile Problem: Discoloration Of Light Floor - Soil impregnation into film
- build up of old sealer - Insufficient grit control - Product contamination / application equipment not clean / pouring product back into container - Detergent too aggressive Problem: Uncharacteristic Odour - Product contamination Problem: Poor Detergent Resistance - Detergent too aggressive - cleaning equipment not clean eg. Residual stripper in damp mop, scrubber Problem: Removability Problem - Build up of old sealer - Wrong pad / pad not clean - Check for proper product selection Problem: Stripper Attack On Flooring - PH / solvent sensitive floor Explanation Of Probable Causes Of Floor Finish Problem: 1. Check for proper product Selection Sometimes an obvious place to start for certain problems 2. Insufficient Coats Applied / Very Porous Floor This would result in a low application gloss. In insufficient thickness of film is achieved, the gloss will never be satisfactory 3. Inadequate Dry Time between Coats / Coats too thick Too much finish in too short of time will result from: - Recoat attack; the top layer of floor finish attacks the underlying coat -early film wear problems. If too much product is applied in too short a time, solvents will be trapped instead of evaporating into the air resulting in detergent deficiencies 4. Product Contamination Clean mops, buckets and wringers are essential. Finish mop should be dedicated to only to the application of water based floor coatings - lining the bucket with a plastic garbage bag is a good way to reduce contamination 5. Factory Finish Not Removed From New Tile Most resilient flooring comes with a factory finish (a coating that prevents the tiles from sticking to other tiles in stacks) - this coating should be removed prior to a floor coating this coating will abrade off easily with an aggressive pad. If this finish is not removed, adhesion or leveling problem
6. Improper Rinsing After Stripping Basically the same as product contamination / dirty equipment issue. Stripper residue can result in film problem 7. Frozen Product The product will show separation or gelling 8. Insufficient Grit Control Grit will grind through any floor finish. The major effects are a loss of gloss due to scratches and loss of finish, powdering and dirt entrapment in the fine scratches. 9. Non Porous floor / adhesion problem Floor must contain pores for a floor finish / sealer to attach. Most extremely non porous floor, a floor finish may simply have not enough bonding sites. Traffic lanes will quickly develop. Any attempt at scrubbing or spray buffing the floor will start to peel off the floor. 10. Wrong pad / Pad Not Clean The pad should always be matched to the floor finish and machine. If a burnishing pad is too aggressive, then it could scratch or rip off the floor finish. If the pad is not aggressive enough, then the finish will not respond to the burnishing process. Pad selection is also important in scrubbing process - heavy duty job require a high productivity pad 11. Very High humidity / Low Ventilation during Application Lead to longer drying time. 12. Foreign substance on surface Grit will tear through any finish 13. Sealer Used as Wear layer Sealer offer excellent protection. Water based sealer are inherently soft in nature compared to floor finishes. Sealers should never be used as a wear layer on relatively non - porous floor, including resilient and low porosity stone (glazed ceramic, polished marble). Sealers are meant as a pore filler and protector. If multiple layers are built up with no wear layer, then severe scuffing and black heel marking may be expected. 14. Excessive Traffic Flow More scuff resistant products or higher frequency maintenance is required for severe traffic flow areas. 15. Soft Flexible Flooring The flooring type can affect the apparent mark resistance of a floor finish - eg. Under equal conditions, the same floor finish will scuff more on pure vinyl than vinyl composite flooring the reason being the pure vinyl is less porous, so the finish tends to sit on the surface. With vinyl composite, more for the finish is deposited in the pores, so there is less of a scuffing issue. In addition, extremely soft floor may give under the weight of a person walking resulting in film fracture. 16. Excessive Agitation of Product / Too Much Foam This would be evident in the bucket - too much foam is produced, resulting in foam
entrapment in the film. If transportation has caused foaming, the product should be allowed to sit and naturally de-foam before being applied to the floor 17. Soil Impregnation into Film Insufficient cleaning procedures are in place to ensure proper cleaning of the floor burnishing has given rise to shiny dirt. Continually burnishing without proper cleaning will cause dirt to be ground into the finish. 18. Build Up Old Sealer / Finish Continual application of coats of finish / sealer without stripping / properly scrubbing the underlying coat will result in gradual yellowing of floor due to soil entrapment. Build up will also poses removability problem. 19. Detergent Too Aggressive Floor finishes are attacked by cleaners with use solution Ph values greater than 10, or which contain high value of solvents- continual use will cause gloss deterioration over time , tackiness or soiling. 20. Cleaning Equipment Not Clean Residual stripper in mops used for both stripping and routine mopping could result in attack on the finish. Separate mops should be designated for all operations. Likewise, pads that have been used for stripping or heavy duty degreasing should be thoroughly rinsed before being used for routine cleaning purpose. 21. Machine Not Operating At Proper Speed / Pressure The burnisher, if not functioning properly produces poor results. Harder finishes which do not need to be burnished as often are more susceptible to machines operating at lower speeds. 22. ph / Solvent Sensitive Floor Stripper sensitive floor like linoleum or asphalt tile are extremely sensitive to stripping agents - stripping should be done as little as possible and a diluted solution used. Deep scrubbing should be done with a neutral detergent. Contact time should be minimized. BUFFING: Buffing is done to postpone the costly stripping and refinishing cycle and removes any stains or black marks with the help of a floor machine equipped with a soft buffing pad. Furthermore there are two principal categories of floor, namely: Buff able - those which respond to buffing by an increase in gloss Non- Buff able - those which are not improved by an increase in gloss by buffing WET / DAMP MOP Mix a solution of neutral cleaner with recommended amount of water. Ensure any tapes, sticker etc. are removed first. Wring the mop before mopping. DUST MOP: This process eliminates dust particles and loose dirt. For appearance and hygienic
reasons, this must be done a few times a day. There are two methods of dusting: a) Pushing the mop ahead for large areas b) Using the U-system for smaller areas by pushing the mop to prevent the dirt from falling out. Important Points to Remember: 1. BEFORE using a scrubbing machine, always scrub the side and corners. 2. When applying the polish, DO NOT apply too many layers at the sides and corners. 3. Always damp wipe the skirting boards AFTER the scrubbing and polishing operation to remove the splashes.
Subject Telephone Department
How To Clean A Policy Number : Approved By :
: Housekeeping

INTRODUCTION
OBJECTIVES Step By Step Procedures. NEVER Spray Any Chemical Directly On To the Telephone. PROCEDURE: Wipe receiver Lift receiver from cradle to wipe. Use a clean cloth and test for any smell. 2. Wipe telephone cord Use a damp cloth to rub along the telephone cord. 3. Wipe the cradle Press down the cradle with one hand with one hand and wipe the surface around the cradle. 4. Wipe sides of the phone Wipe the surface of the dial plate and between the buttons, the back, sides and front of phone. 5. Clean underneath of phone 6. Dry the phone To remove the water marks. 7. Re - position the phone Ensure that the cords are not twisted.
Subject Toilet Bowl Department
How To Clean The Policy Number : Approved By :
: Housekeeping

INTRODUCTION OBJECTIVES Step By Step Procedures PROCEDURE
1. Flush the Toilet Bowl After the flush stops, put the toilet cleanser into the toilet bowl and let it stay until the bedroom cleaning is completed. This is to allow the chemical to work. Ensure the toilet flush is working smoothly and not noisy. Report any defects.
2. Clean the Toilet Bowl Scrub the inside thoroughly. Remember under the rim. 3. Clean the Bowl and the Cover Use a scoring pad with multi purpose clean to clean the seat over including the rubber and between the hinges with the toothbrush... 4. Clean the Outer Part Of The Bowl And The Water Tank Use the scouring pad and multi purpose cleaner to clean the outer side of the bowl and the tank from top to bottom. 5. Flush Again Flush away the content of the bowl. Use a wet cloth to wipe the bowl and seat. 6. Dry the Toilet Bowl Use a wet cloth to wipe clean. Then, with a dry cloth, wipe dry. 7. Close the Cover Leave the toilet seat cover in the CLOSE position.
Subject Equipment Department
How To Care For Your Policy Number : Approved By :
: Housekeeping

INTRODUCTION OBJECTIVES Step By Step Procedures PROCEDURE
WET MOPS (SPONGES) Rinse well in cold water after use. Use a little disinfectant if necessary. After rinsing, cover the mop head in a plastic bag to keep moist. DRY MOPS (COTTONS) Give it a good shake. Soak in water containing a little detergent for a few hours. Wash it by plunging up and down in the water. Remove hairs and lint. Rinse thoroughly. Squeeze out excess water. Shake mop to fluff the strings and hang to dry. BROOMS & BRUSHES Remove dust and fluff after use. Wash when necessary by shaking up and down in the warm soap lather. Rinse thoroughly. Give a final rinse and shake properly. Scrub plain wooden handles and wipe painted ones. Hang to dry. Rest brooms on the handle so that the brush part is at the top. The idea is NOT to put pressure onto the brush / bristle. SCRUBBING / BUFFING BRUSHES Rinse thoroughly under cold water after use. Shake well to get rid of excess moisture.
Hang to dry or stand on handle end. Never leave damp scrubbing & buffing brushes in a bucket. DISH CLOTH & DUSTER Wash and rinse well after use. Hang to dry. SPONGES Wash in soap and water. Rinse thoroughly in cold water.
Subject Basin Department
: How To Clean A Hand Policy Number : : Housekeeping Approved By :
INTRODUCTION OBJECTIVES Step By Step Procedures PROCEDURE Remove soiled towels, if any from the counter top. Wipe the mirror with the glass cleaner and a clean glass cloth. Lift all guest items / supplies and toiletries from the vanity counter to wipe. Arrange all guest items and toiletries neatly. Move items carefully to avoid breakage. Squeeze cleaning detergent on to the scouring pad and scrub around the basin, the overflow drain and the chrome fittings. Lift the basin stopper and brush off any dirt with the toothbrush. Rinse the basin with water and wipe dry with a clean cleaning cloth. Check that the fittings are free of water marks. Replace the stopper. Ensure that is working properly and in a CLOSE position. Report any dripping taps or OOO / missing stopper. Replenish any used / missing guest supplies and amenities.
Subject Floor Department
How To Dust Mop The Policy Number : Approved By :
: Housekeeping

INTRODUCTION
OBJECTIVES Dust Mop in a Simpler Term Means Sweep. But When Dust Mopping, NEVER Flick The Dust Mop In Any Other Way - Dust Particles Will Become Airborne. Always Follow The U - System Or By Pushing Ahead From The Start Until The End. PROCEDURE Material Needed:
1 x dust mop 1 x dust pan 1 x broom 1 x putty knife
PROCEDURES: 1. Use the putty knife to remove any stickers, gum etc. 2. Check the Dust Mop Fix on a clean dust mop head to the stick... Make sure the correctly and tightened correctly. mop is in place
3. Dust Mop The Floor Push the mop in a U figure system from one corner till the end corner. This is to avoid the dust or dirt being left behind. START ============================= ============================== ==============================END. 4. There are two methods of dust mopping. Pushing the mop ahead of you for large open areas using mop head 36 or larger. Using the above figure stroke for smaller areas. 5. Pay particular attention to the edges and corners as this is where most of the accumulations occur.
6. Finish Dust Mopping Lightly flick the dust from the mop onto newspaper or into trash container to release the accumulated dust. Use a broom and a dust pan to pick up the dust collected / pushed to the end corner for disposal. Remove the dust mop head for washing and leave to dry before storing
Subject : Carpet &Upholstery Policy Number : Stain Removal Guidelines Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Deal With Stain As Soon As It Occurs PROCEDURE Rules Of Stain Removal: Deal with a stain as soon as it occurs. Once a stain has hardened or sunk into a surface it will be much more difficult to remove. Soak up as much of the stain as possible before using any other procedures and without rubbing. If a stain is fixed, scrape away build up above the surface. Identify stain and surface. This can save time spent in trying inappropriate methods and prevent the use of methods that might damage a surface Always test effect of any cleaning
Subject : Carpet Care And Policy Number : Maintenance Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES 3 Steps Maintenance Cycle PROCEDURE The installations of carpeting represent a major capital outlay for the hotel. Maintenance is especially important to consider since the ultimate cost of a carpet installation is determined by the years of service the carpet provide. Proper carpet maintenance is the KEY to the success and its contribution to the appearance and ambiance of the area it is used in. Reasons for Carpet Maintenance: To improve the appearance Protect the investment Protect the carpet from wear Improve the air quality Soil Types: Carpet is exposed to four types of soil over their service life. An understanding of this type of soil is essential when establishing a truly cost effective maintenance program. Dry Soils Dry dirt, sand, dust, grit, ashes and other loose particles which will be difficult to remove when mixed with greasy materials which bind them to carpet fibers. Sand and grit are the most serious problem in extending the service life of carpeting. These abrasive work their work to the backing, cutting and abrading carpet fibers - resulting in excessive and rapid wear. Water soluble and oil soil bind abrasive to carpet fibers and cause rapid deterioration of carpet appearance. 2. Water Soluble Soils Mud, non greasy stuffs and spillage which adhere to carpet fibers are most effectively removed by water based detergent products.
3. Oily and Greasy Materials Grease, tars, asphalt, food grease, and air borne oily materials which are spilled, tracked and blown into carpeted areas. They adhered stubbornly to carpet fibers and are most effectively removed by combination detergent and solvent materials. 4. Stains and Discoloration Rust, water spots, food dyes and other very difficult problems often must be removed or eliminated by specialized carpet spotter. The most difficult aspect of soiling is that soils tend to concentrate along heavy traffic areas of carpets - BUT one single soiled area can destroy the entire image of a public facility. Unwanted Odour In addition to spills, unwanted odors also reside in carpet. Smoke, food, mildew and other odors are very difficult to remove. In many instances, carpeting must be discarded because odors have been allowed to build up. Because of these different type of problems, a number of cleaning technique are required to maintain carpeting under the various soil conditions and use - patterns in different areas. The recommended carpet maintenance system is composed of maintenance cycle. Maintenance cycles are broken into three: Routine Interim / Periodic Restorative 1. Routine Carpet Maintenance: Purpose: Prevent and remove tracked in soils from carpets Frequency: Daily or more often depending on grit and soil levels Techniques: Daily Vacuuming Spot and Stain Removal Walk off mats 2. Interim / Periodic Carpet Maintenance: Purpose: To remove the grease and oil components that eventually build up on the carpet pile surface and are not properly removable by vacuuming. Frequency: When routine or daily maintenance does not leave the carpet Performed monthly, quarterly, as required by traffic and soil build up Techniques: Carpet Buffing or Spin Cleaning Dry Foam and Mist Shampooing Dry powder cleaning 3. Restorative Carpet Maintenance: Purpose: To deep clean and restore carpet to as new condition as possible Frequency: When interim cleaning is not providing desired appearance level. Heavy traffic lane soiling, uneven appearance, re-soiling quickly after interim. Techniques: Hot Water Extraction
Rotary Shampooing
Each level of routine, interim and restorative cleaning is extremely important in achieving a high level of appearance of the carpet and keeping the cost of carpet maintenance low. Each level of maintenance requires increasingly more labor. Time invested at each level will increase the time interval before the next higher level of maintenance is required.
Subject : How To Operate The Policy Number : Buffing Machine Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Step By Step Procedures PROCEDURE Obtain The Buffing Machine Ensure that it is in working condition. Handle with care to avoid any damage to surrounding object and area. 2. Check the Buffing Pad Lift up the machine and take out the flexible driving disc so that you can put on the pad. Ensure it is in correct placement and in efficient thickness and the disc is tightened firmly
and not be vibratos. 3. Check the Plug and the Flex Release the flex from the machine and check if the flex or plug is damaged. Report if it is. There should be no worn area, torn or broken. 4. Plug into the Socket And switch On The Machine Hands must be dry to avoid electrocution. 5. Buffing the Floor Push the machine sideways or front ways. Make sure the whole floor is buffed and any moveable machine is place back after buffing. 6. Finish Buffing Press the switch button to OFF position and take out the plug from the socket. Ensure the plug is not taken off before switching off the machine.
Subject : How To Buff The Floor Policy Number : Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Buffing Postpone The Costly Stripping And Refinishing Cycle , Removes Dirt And Black Marks By Applying A Spray Emulsion To The Floor . The Emulsion Is A Mixture Of Cleaners, Solvent Water And Wax. Floor Must Be Cleaned BEFORE Any Buffing Procedure is Performed PROCEDURE 1. LOW SPEED SPRAY BUFFING
Materials Needed: 1 x Dust mop 1 x Rotary scrubber machine (175 - 350 rpm) 1 x Pad holder Several buffing pad 1 x Spray Bottle 1 x Buffing Liquid 1 x Wet Floor sign
PROCEDURES: 1. Place work area sign where necessary. Ensure that the floor has a proper base; 3 - 4 coats for a high gloss appearance 2. Dust & Damp Mop Before any buffing is done, the floor must be dust and damp mopped first - otherwise the soil will be ground to the floor. Remove any stickers , gums etc. if any from floor surface 3. Spray & Buff While running the machine, using the spray bottle, spray onto one workable area and buff the area sprayed until the area dries up. Never spray onto a large area because the buffing liquid hardens very quickly. Buffing over the sprayed area removes marks, soil and polishes the floor Generally three passes of the machine over the area are sufficient, when the proper amount is being used The floor should never have the greasy residue or low gloss area after treatment. If so, too much of buffing spray has been used. The floor should then be dry buffed with a clean pad to remove excess spray buff 4. Follow the above step until the entire area has been buffed and shiny. Do not attempt to remove every mark. Most of the remaining marks will be removed within the next couple of buff procedures 5. When the pad becomes clogged with soil, turn over to the clean side. Replace with a new pad when both sides become soil 6. Dust mop the floor to remove any residue from the spray buffing process. 7. By storing used pads in plastic pad until the buffing has been completed will prevent soil from hardening. Clean the pad immediately. Soaking in the stripping solution will loosen dried residue. Rinse the buffing pad, hang up and allow drying before using them again. Damp clean the machine. 8. Store all equipment. 2. HIGH SPEED SPRAY BUFFING Equipment Required: (Same as for Low Speed Buffing except for the High Speed Scrubbing machine (1000 + rpm)) 1 x Dust mop 1 x High Speed Scrubbing Machine (1000 + rpm) 1 x Pad holder
Several buffing pad 1 x Spray Bottle 1 x Buffing Liquid 1 x Wet Floor sign PROCEDURES: (Same as Low Speed Buffing) 1. Place work area sign where necessary. Ensure that the floor has a proper base; 3 - 4 coats for a high gloss appearance 2. Dust & Damp Mop Before any buffing is done , the floor must be dust and damp mopped first. - Otherwise the soil will be ground to the floor. Remove any stickers, gums etc. if any from floor surface. Remove any stickers , gums etc. if any from floor surface Ultra High Speed Spray Buffing DOES NOT Provide Adequate Cleaning And Cannot Be Used As A One Step operation 3. Spray & Buff While running the machine, using the spray bottle, spray onto one workable area and buff the area sprayed until the area dries up. Never spray onto a large area because the buffing liquid hardens very quickly. Buffing over the sprayed area removes marks, soil and polishes the floor Generally three passes of the machine over the area are sufficient, when the proper amount is being used The floor should never have the greasy residue or low gloss area after treatment. If so, too much of buffing spray has been used. The floor should then be dry buffed with a clean pad to remove excess spray buff 4. Follow the above step until the entire area has been buffed and shiny. Do not attempt to remove every mark. Most of the remaining marks will be removed within the next couple of buff procedures 5. When the pad becomes clogged with soil, turn over to the clean side. Replace with a new pad when both sides become soil 6. Dust mop the floor to remove any residue from the spray buffing process. 7. By storing used pads in plastic pad until the buffing has been completed will prevent soil from hardening. Clean the pad immediately. Soaking in the stripping solution will loosen
dried residue. Rinse the buffing pad, hang up and allow drying before using them again. Damp clean the machine. 8. Store all equipment
Subject : UPHOLSTERY Policy Number : SHAMPOOING Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Necessary to restore the surface Appearance of Upholstery PROCEDURE What you will need: 1 x shampoo extraction machine 1 x upholstery tool / wand
1 x pail 1 x upholstery shampoo 1 x spray bottle of Pre - spotter 1. Obtain the Machine Ensure that it is complete with the necessary attachment and in good working condition 2. Prepare the Solution Prepare according to the manufacturers instruction Vacuum Suction clean the upholstery especially all the corners to prepare the shampooing Pre - Spotting Apply the pre - spotter to heavily soiled areas and lightly agitate the stain with a soft brush. This will reduce the possibility of over wetting and also eliminate the need for repeatedly passing the tool over the area. Shampooing The hand tool should be moved systematically over the surface of fabric using either: a/ the Long strokes applying pressure as the tool is drawn backward over the fabric and just overlapping adjacent strokes OR b/ the Short strokes moving the tool backwards and forward in a zig zag fashion across each section of the fabric, applying pressures in both direction Continue until all parts, including the front and the back of cushions, are completed The direction for drawing the tool will depend on the convenience of that particular piece of upholstery Suction / Extract Pass the hand tool over each part of the upholstery using the suction only Use the crevice tool for tuck ins and corners. Leave to dry. Clean the machine and all the tools before storing
Subject : PERIODIC SURFACE Policy Number : RESTORATIVE FLOOR MAINTENANCE CYCLE Department : Housekeeping Approved By :

INTRODUCTION
OBJECTIVES Buffing Postpone The Costly Stripping And Refinishing Cycle , Removes Dirt And Black Marks By Applying A Spray Emulsion To The Floor . The Emulsion Is A Mixture Of Cleaners, Solvent Water And Wax. Floor Must Be Cleaned BEFORE Any Buffing Procedure is Performed PROCEDURE Purpose : To remove those surface imperfections which cannot be repaired by routine maintenance Frequency: Whenever routine maintenance does not leave the floor to the standard level could be daily, weekly, monthly etc. Techniques: Low Speed Spray Buffing / Burnishing Ultra High Speed Spray Buffing / Burnishing 1. LOW SPEED SPRAY BUFFING
Materials Needed: 1 x Dust mop 1 x Rotary scrubber machine (175 - 350 rpm)
1 x Pad holder Several buffing pad 1 x Spray Bottle 1 x Buffing Liquid 1 x Wet Floor sign
PROCEDURES: 1. Place work area sign where necessary. Ensure that the floor has a proper base; 3 - 4 coats for a high gloss appearance 2. Dust & Damp Mop Before any buffing is done, the floor must be dust and damp mopped first - otherwise the soil will be ground to the floor. Remove any stickers , gums etc. if any from floor surface 3. Spray & Buff While running the machine, using the spray bottle, spray onto one workable area and buff the area sprayed until the area dries up. Never spray onto a large area because the buffing liquid hardens very quickly. Buffing over the sprayed area removes marks, soil and polishes the floor Generally three passes of the machine over the area are sufficient, when the proper amount is being used The floor should never have the greasy residue or low gloss area after treatment. If so, too much of buffing spray has been used. The floor should then be dry buffed with a clean pad to remove excess spray buff 4. Follow the above step until the entire area has been buffed and shiny. Do not attempt to remove every mark. Most of the remaining marks will be removed within the next couple of buff procedures 5. When the pad becomes clogged with soil, turn over to the clean side. Replace with a new pad when both sides become soil 6. Dust mop the floor to remove any residue from the spray buffing process. 7. By storing used pads in plastic pad until the buffing has been completed will prevent soil from hardening. Clean the pad immediately. Soaking in the stripping solution will loosen dried residue. Rinse the buffing pad, hang up and allow drying before using them again. Damp clean the machine. 8. Store all equipment. 2. HIGH SPEED SPRAY BUFFING Equipment Required:
(Same as for Low Speed Buffing except for the High Speed Scrubbing machine (1000 + rpm)) 1 x Dust mop 1 x High Speed Scrubbing Machine (1000 + rpm) 1 x Pad holder Several buffing pad 1 x Spray Bottle 1 x Buffing Liquid 1 x Wet Floor sign PROCEDURES: (Same as Low Speed Buffing) 1. Place work area sign where necessary. Ensure that the floor has a proper base ; 3 - 4 coats for a high gloss appearance 2. Dust & Damp Mop Before any buffing is done, the floor must be dust and damp mopped first. - Otherwise the soil will be ground to the floor. Remove any stickers, gums etc. if any from floor surface. Remove any stickers , gums etc. if any from floor surface Ultra High Speed Spray Buffing DOES NOT Provide Adequate Cleaning And Cannot Be Used As A One Step operation 3. Spray & Buff While running the machine, using the spray bottle, spray onto one workable area and buff the area sprayed until the area dries up. Never spray onto a large area because the buffing liquid hardens very quickly. Buffing over the sprayed area removes marks, soil and polishes the floor Generally three passes of the machine over the area are sufficient, when the proper amount is being used The floor should never have the greasy residue or low gloss area after treatment. If so, too much of buffing spray has been used. The floor should then be dry buffed with a clean pad to remove excess spray buff 4. Follow the above step until the entire area has been buffed and shiny. Do not attempt to remove every mark. Most of the remaining marks will be removed within the next couple of buff procedures 5. When the pad becomes clogged with soil, turn over to the clean side. Replace with a new pad when both sides become soil 6. Dust mop the floor to remove any residue from the spray buffing process. 7. By storing used pads in plastic pad until the buffing has been completed will prevent soil from hardening. Clean the pad immediately. Soaking in the stripping solution will loosen dried residue. Rinse the buffing pad, hang up and allow drying before using them again.
Damp clean the machine. 8. Store all equipment
Subject WINDOW Department
HOW TO CLEAN Policy Number : Approved By :
: Housekeeping

INTRODUCTION
OBJECTIVES At the Completion of the Job, the Window Should Be Clear Of Any Finger Prints and the Sides Are Wiped Dry PROCEDURE What you will need: 1 x pail 1 x window squeegee (Size appropriate to the area to be cleaned) 1 x glass cloth 1 x bottle undiluted glass cleaner 1 x window mop head
(Size appropriate to the area to be cleaned) 1 x extendible pole (for high area) Prepare the glass cleaner according to dilution instructed. 2. Suck the mop head into the diluted solution and lightly squeeze the mop and then apply it to the glass / window in EITHER the vertical or horizontal straight movement / stroke OR the S - stroke until the glass is covered with the cleaning solution. Squeegee down the excess water in either the vertical or horizontal movement / stroke Or the S - stroke. The edge of the squeegee blade should be firmly in contact with the surface in order to leave the surface dry. 4. Wipe the squeegee before using again until the entire piece of glass or window is finished. Each stroke should overlap the previous one. 5. Wipe the bottom or side of the glass or window with a clean glass cloth to ensure the glass is clear from water remains on the edge of the glass. 6. Put all cleaning equipment into the bucket. Wash them and hang to dry before storing.
Subject SQUEEGEE Department
HOW TO USE THE Policy Number : Approved By :
: Housekeeping

INTRODUCTION
OBJECTIVES Step By Step Procedures PROCEDURE Squeegee is designed to remove water from a surface; floors, windows and walls. If correctly used, will leave a surface dry. They consist of a rubber strip fixed to a metal blade attached to a handle or telescopic pole. The rubber strip and telescopic pole come in various lengths appropriate for the different size area. 1. Obtain the Squeegee Ensure that it is complete with the necessary attachment of the appropriate length suitable for the area and purpose Methods : Straight Stroke Method S - Stroke Method Straight stroke Method S - Stroke Method 3. Two principal applies regardless of the method used: 3a/ before commencing a stroke, the blade / rubber strip should be wiped dry and should commence from a dry section of the surface. 3b/ each stroke should overlap the previous one and the edge of the blade must be firmly in
contact with the surface.
Subject : HOUSEKEEPING Policy Number : HOTEL PREMISES MAINTENANCE Department : Housekeeping Approved By :

INTRODUCTION
OBJECTIVES Step By Step Procedures PROCEDURE Primary Entrance Ashtrays at primary entrance exterior must be clean (no more than 5 butts and no trash). Primary entrance landing must be free of debris/litter. Floors/carpeting at primary entrance must appear polished / clean / vacuumed. Exterior must be well swept. Carpeting on primary entrance landing exterior must be clean. Walks adjacent to primary entrance exterior must be well swept. Primary entrance interior must be clean/well vacuumed. Door glass at primary entrance must be clean on interior and exterior. All other glass surfaces at primary entrance must be clean on interior and exterior. Door frames (brass, glass, wood or other) at primary entrance must be clean and polished. Lobby Ashtrays in lobby must be clean (no more than 5 butts and no trash). All furniture in lobby must be organized. Hard floor surfaces in lobby must be polished. All carpeting in lobby must appear recently vacuumed. Lobby must be free of unpleasant odors. If smoking permitted, adequate ashtrays must be available. Furniture in lobby must be clean. Floor/carpeting throughout lobby must be clean. Dcor throughout lobby must be clean.
Guest Room Corridors
Ashtrays in guest room corridors must be clean (no more than 5 butts and no trash). Floor/carpeting in guest room corridors must appear recently polished / vacuumed. Guest room corridors must be free of unpleasant odors. Floor/carpeting in guest room corridors must be clean. Walls in guest room corridors must be clean. Light fixtures in guest room corridors must be clean. Baseboards in guest room corridors must be clean. Doors and frames in guest room corridors must be clean on exterior. Windows in guest room corridors must be clean. Ceilings in guest room corridors must be clean. Furnishings in guest room corridors must be clean. Floral arrangements/vases in guest room corridors must be clean.
Signs in guest room corridors must be clean. Ashtrays at elevator landings must be clean (no more than 5 butts and no trash). Floor/carpeting at elevator landings must be polished / vacuumed. Floor/carpeting in elevator cars must be polished / vacuumed. Mirrors in elevator cars/landings must be clean. Plants/dcor at elevator landings must be clean. Furniture at elevator landings must be clean. Floor/carpeting in elevator cars must be clean. Floor/carpeting at elevator landings must be clean. Elevator car walls must be clean. Meeting/Banquet Areas Floor/carpeting in meeting/banquet areas must be polished / vacuumed. Ashtrays in meeting/banquet areas must be clean (no more than 5 butts and no trash). Phone bays in meeting/banquet areas must be organized and free of litter. Tables in meeting/banquet areas must be free of clutter/debris. Meeting/banquet areas must be free of unpleasant odors. If smoking permitted, ashtrays must be available in meeting/banquet areas. Floor/carpeting in meeting/banquet areas must be clean. Walls in meeting/banquet areas must be clean. Light fixtures in meeting/banquet areas must be clean. Baseboards in meeting/banquet areas must be clean. Doors and door frames in meeting/banquet areas must be clean. Windows in meeting/banquet areas must be clean. Mirrors in meeting/banquet areas must be clean. Ceilings in meeting/banquet areas must be clean. Furnishings and dcor in meeting/banquet areas must be clean. Floral arrangements/vases in meeting/banquet areas must be clean. Signs in meeting/banquet areas must be clean. Phone bays in meeting/banquet areas must be clean. Public Restrooms Floors/carpeting in public restrooms must be polished / vacuumed. Public restrooms must be free of unpleasant odors. Sink counters in public restrooms must be free of litter/debris. Floors in public restrooms must be free of litter/debris. Trash receptacles in public restrooms must be less than half full. Stall walls in public restrooms must be free of graffiti. Public restrooms must be stocked with adequate supplies. Seat covers must be available in each stall in public restrooms. Toiletry dispensers in public restrooms must be clean. Mirrors in public restrooms must be clean. Sinks in public restrooms must be clean. Sink counters in public restrooms must be clean. Light fixtures in public restrooms must be clean.
Walls in public restrooms must be clean. Floors in public restrooms must be clean. Stall walls in public restrooms must be clean. Stall doors in public restrooms must be clean. Ceilings in public restrooms must be clean. Toilets in public restrooms must be clean and flushed. Urinals in public restroom must be clean and flushed. Health Club Floor/carpeting in health club must be polished / vacuumed. Locker areas in health club must be organized. Bath/shower grout must be free of discoloration. Locker room must be free of unpleasant odors. Sauna room must be free of unpleasant odors. Dirty towel control within health club must be good. Music must be playing within health club. Music must be at comfortable, appropriate, crisp and clear volume. Exercise room must be free of unpleasant odors. Pool furniture must be well organized. Locker area must be clean. Bathroom door and door frames must be clean. Shower floors must be clean. Shower walls in locker room must be clean. Shower curtains/doors in locker room must be clean. Sauna floor mats must be clean. Sauna benches must be clean. Locker room countertops must be clean. Locker room mirrors must be clean. Locker room sinks must be clean. Locker room toiletry dispensers must be clean. Locker room sink/shower faucets must be clean and polished. Locker room toilets must be clean and flushed. Locker room urinals must be clean and flushed. Locker room floors must be clean. Locker room towels must be clean. Jacuzzi basin must be clean. Steam room benches must be clean. Floors in exercise room must be clean. Walls in exercise room must be clean. All equipment in exercise room must be clean. All mirrors and glass surfaces in the health club must be clean. All fixtures in the exercise room must be clean. All furnishings/dcor in the exercise room must be clean.
Pool perimeter area must be clean. Pool decking must be clean. Pool furniture must be clean. Pool basin must be clean.
Subject ELEVATORS Department
CLEANING Policy Number : Approved By :
: Housekeeping

INTRODUCTION OBJECTIVES Step By Step Procedures PROCEDURE Equipment Cloths and sponges All-purpose cleaner Glass cleaner Dusting solution
Dust mop for dusting high or hard-to-reach areas Light bulbs Portable canister vacuum Wipe down exterior of elevator door. Clean smudges and fingerprints from outside controls and surrounding wall area Empty and clean ashtray near elevator entrance Enter the elevator and key or push the appropriate control on the interior control panel so the elevator remains stationary with the doors open
Dust the ceiling light. Replace any burned-out light bulbs Wipe down interior surfaces. On each wall or mirrored surface, begin at the top right-hand corner and work your way across and down Clean and polish hand rails Wipe down control panel so it is free of fingerprints and smudges Vacuum elevator carpet. Begin in far corner and work your way back toward the door Vacuum and wipe elevator door tracks Close elevator door and wipe down interior surface Before leaving the elevator, key or push the appropriate control on the interior control panel so the elevator resumes normal operation
Subject : CLEANING PUBLIC Policy Number : RESTROOMS Department : Housekeeping Approved By :

INTRODUCTION OBJECTIVES Step By Step Procedures PROCEDURE Equipment Cloths and sponges All-purpose cleaner Glass cleaner Bowl brush
Supplies for paper, tissue, and soap dispensers Light bulbs Broom and dustpan Mop and bucket Check status of restroom Knock firmly on the door and say Housekeeping. If no answer is heard, knock again and repeat Housekeeping Wait a second time for a response. If you still do not receive an answer, open the door slightly and repeat Housekeeping If the washroom is occupied, excuse yourself and close the door If the washroom is unoccupied, prop the door open with the doorstop and position the approved floor sign that indicates the room is being cleaned Flush toilets and urinals. Apply cleaner around and under the lip of the bowl, and around and under the rim and drain holes of the urinal. Let cleaner stand while you attend to other tasks Empty trash containers. Replace wastebasket liners Empty and clean ashtrays in sink area and in individual stalls Clean sinks and countertop areas Run warm water into each sink. And the correct amount of cleaner Clean the countertop area
Clean the sink. Remove drain trap and clean Clean sink fixtures. Polish dry to remove water spots Wipe countertop areas dry Dust and clean any exposed piping under the sink Clean mirror with glass cleaner Clean toilets and urinals Scrub the inside of the toilet or urinal with the bowl brush. Flush Using a clean rag for each unit, clean exterior surfaces from top to bottom Wipe dry all exterior surfaces. Polish handles Clean partitions between stalls Clean washroom walls and fixtures Spot-clean walls for fingerprints and smudges Dust light fixtures. Replace any burned-out light bulbs Restock dispensers for toilet paper, tissue, paper towels, and soap. Dust or polish dispensers to remove any fingerprints or smudges Clean the floor Sweep all exposed floor areas. Run edge of broom along baseboards Mop floor with warm water and appropriate cleaning solution Rinse floor using hot water; wring mop frequently Dry-mop floor Make one final check. Visually scan all areas of the public restroom for areas you may have overlooked. Smell the air for any unusual odors. Reassemble cleaning supplies and close the door
Subject ENTRANCE Department
: CLEANING THE HOTEL Policy Number : : Housekeeping Approved By :

INTRODUCTION OBJECTIVES Step By Step Procedures PROCEDURE Broom and dustpan Mop and bucket All-purpose cleaner Floor cleaner Glass cleaner Cloths and sponges
Swab any excess water from the floor using a dry mop, rag, or sponge
Sweep floor area, including matting or runners Mop floor area, including matting or runners, if appropriate Clean glass areas of doors on both sides, working from the top down Clean non-glass areas of doors. Pay particular attention to fingerprints and smudges around handles and knob areas Polish knobs or handles Clean door tracks Make sure all mats and runners are laying straight and flat. As a final check, open each door to ensure proper clearance along the bottom
Subject : CLEANING THE LOBBY Policy Number : NIGHTLY ACTIVITIES Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Step By Step Procedures PROCEDURE Equipment Clean ashtrays Glass cleaner Broom and dustpan Mop and bucket All-purpose cleaner Cloths and sponges Dusting solution Vacuum Remove and replace dirty ashtrays Pick up loose papers and trash. Report any items left behind by a guest to your supervisor
Empty trash containers. Replace wastebasket liners Clean glass and window areas, including any glass tabletops Dust furniture, fixtures, and lobby telephones Polish drinking fountains. Wipe drinking area dry and polish operating buttons or knobs Spot-clean walls and wall fixtures. Dust top and sides of any picture frames Dust or polish hand railings Clean hardwood or tile floor areas Vacuum carpeted floor areas Straighten furniture, including loose cushions on sofas and chairs
Subject : CLEANING THE FRONT Policy Number : DESK AREA
Department
: Housekeeping
Approved By

INTRODUCTION OBJECTIVES Step By Step Procedures PROCEDURE Equipment Clean ashtrays and matches Cloths and sponges Dusting solution Vacuum Broom and dustpan
Remove and replace dirty ashtrays. Restock with matches Empty trash receptacles. Replace wastebasket liners Dust light fixtures and decorative wall items Dust and polish front desk surfaces. Work from the top down, paying particular attention to removing fingerprints, smudges, and scuff marks Clean around any folders or paperwork. Do not move or throw anything away Report any surface damage to your supervisor Spot-clean wall areas. Check for smudges around switches and electrical outlets Vacuum behind the front desk area. Cover all exposed areas of the carpet you can reach including those under any tables and chairs. Use a broom to get hard-to-reach areas and edges
Subject : CLEANING CORRIDORS Policy Number : Department : Housekeeping Approved By : Effective Date : Page(s)
Step By Step Procedures PROCEDURE Equipment Dust mop for dusting high or hard-to-reach areas Dusting solution All-purpose cleaner Wall cleaning solution Cloths and sponges Vacuum Light bulbs Dust air supply vents, sprinklers, and ceiling corners Dust and polish light fixtures. Replace burned-out light bulbs Spot-clean walls Begin at one point in the corridor and work your way completely down one side then the other until you arrive back at your starting point Check trim areas around guestroom doors and remove any fingerprints or smudges Clean baseboards Begin at one point in the corridor and work your way completely down one side then the other until you arrive back at your starting point Clean both sides of all exit doors. Wipe down surrounding trim and door tracks Vacuum carpet. Begin at one end of the corridor and work your way back to an exit door
Subject : WHAT IS CLEANING Policy Number : SCHEDULE? Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Step By Step Procedures PROCEDURE Clean the vehicle every morning or before your shift starts. Clean the inside of the vehicle with a vacuum cleaner and collect all the garbage. Every day the vehicles should be cleaned and checked for any defaults. Inspect the vehicles cleanliness. Inspect the inside of the vehicle. Check the front, sides and back of the vehicle.
Open the doors check the seats and the vehicles floor. Inspect the vehicle maintenance. Open the front car cover and check the radiator, pull out the oil measurement and start the car for one or two minutes to ensure the Air Condition is working properly. Maintenance of the vehicles. If you are in the Morning Shift, to check the following: Radiator Oil Brakes Air Condition Lights Water Gas Tires Make sure the appropriate magazines/newspapers are all in place in all cars and shuttle If you have a guest that smokes in the vehicle before, after dropping off the guest, ensure that you spray the car with air-freshener. All the vehicles lenses and mirrors should be spotless clean at all times.
~Important: To report immediately on any problem with the car.
Subject : WATER DAMAGE Policy Number : TREATMENT Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES Step By Step Procedures
PROCEDURE Water is essential to our lives in many ways but when torrential rains, failing sump pumps, fire damage, leaky roofs, overflowing toilets and bathtubs cause water damage- water becomes the enemy.
What kind of damage can occur if treatment is delayed?

Delay in removing the water and treating the affected area will result in property and structural damage that increases exponentially the longer the water sits. Carpeting, furniture and draperies are the most obvious items that get damaged, but water seepage into walls and floor boards can cause much more costly damage that can be harder and more expensive to remedy. Prompt removal of the water is essential and our highly trained staff and high powered equipment does just that- fast.
What happens to carpeting when subject to water damage conditions?

If excess water is not removed within 24 hours carpeting will begin a process called delamination in which the latex that holds the carpet fibers to the net like backing begins to break down, resulting in the two layers separating and making it difficult if not impossible to reinstall. In such cases the cost of treatment of the situation is increased by the carpet having to be replaced. Also if water is left standing, or even if the carpeting is damp, bacteria and mold will set in quickly causing a health hazard. Early and effective treatment can save valuable carpeting from be being damaged as well as keeping problems like mold, mildew and bacteria from ever developing.
How is Water Damage treated?

First the source of the water must be stopped to eliminate any further buildup of water. Then all excess water will be extracted from the carpeting and padding to limit the damage and aid in drying out the carpeting and floors. The carpeting will be taken up and the padding underneath removed (it is less expensive to replace padding than to spend the time and money to restore it after water damage). The next step is to apply anti- mildew and anti-bacterial agents to the top and back of the carpeting, as well as the floor, to prevent any mildew or bacteria from developing ion the damp surfaces.
Carpet dryers and dehumidifiers will be placed in the room to circulate air above and below the damp carpeting. The drying process can take as little as 24 hours or several days depending on the size of the area, type of carpeting, and the nature of the damage. If the carpet is salvageable and in good condition it will be reinstalled over new padding. After the original carpeting is being reinstalled the final step will be a thorough cleaning and another final treatment of anti-mildew and anti-bacteria agents.
What about sewage backups?

For situations where sewage is involved, like toilet backups, replacement of carpet and padding and heavy disinfection of all surfaces is the only safe solution for the health and wellbeing of the residents.
Subject Department
: KEY CONTROL : Housekeeping

INTRODUCTION
OBJECTIVES All Housekeeping Personnel MUST Sign In - Sign Out For the Keys Issued From and Returned To the Housekeeping Office PROCEDURE All Housekeeping staff MUST Sign In and out for the keys issued to them. Each individual staff is responsible for the safe keeping of any key/s issued to them The Key Control Sheet verifies the whereabouts and in whose possession the key/s at the time indicated in the Time In and Time Out column. The time entered in the Time In and Time Out column should be the actual time the key/s is issued or returned. At the corresponding Key Number column, indicate as follow :
Name Name
Time out - indicate your name here
Sign
Time in
Sign
Time Out - indicate the time the key is issued Sign Time In Sign - sign here to indicate that you have received the key - indicate the time the key is returned to you - sign here to indicate you have returned the key
Subject :TELEPHONE COURTESY Department : Housekeeping Effective Date : Page(s)

INTRODUCTION
Policy Number : Approved By : Approved Date : Revised :
OBJECTIVES All Phones Must Be Answered Within Three Rings. On The Phone, Last Impressions Are Lasting Impressions PROCEDURE How a bright smile lights up a face! Similarly a warm handshake puts a face - to - face contact on a friendly basis. But how can we achieve the same results by telephone? Remember, we are not seen, only heard. Our voice is our sole representative and has a king size job in presenting a pleasing personality. Make the first impression a good one. Be courteous and attentive at all times. A ringing phone is a priority. The guest in front of you will NOT be offended if you excuse yourself properly to answer a ringing phone. The person on the other end does not realize you are busy until you answer the phone and let him know that you are concerned and will be with him shortly. Do not ignore it and hope that another person will answer the call. 3. Follow the principles below closely when you are on the phone: Identify yourself quickly. It saves a lot of time and avoids confusion. If you need to put the caller on hold, the caller must be told what you have to do, and how long it will take, so he can decide whether to wait or be called back. Clarify by using the phone correctly and speaking distinctly. Use a natural tone of voice and do not give mechanical answer. Always remember to go back to the phone on hold.
Be careful of your language and your grammar. Such terms as Yes, Hello, What Is It etc. implies brusqueness and should be avoided. Speak directly into the mouthpiece with lips one inch from the transmitter. Your rate of speech should be normal, neither too fast nor too slow. Words should be enunciated clearly. For example, Wadyjado for What did you do, sound sloppy and often unintelligible to the listener. Do not have anything in your mouth. Personalize your calls by using names and projecting a feeling of genuine warmth. The caller cannot see you but he can still hear the smile in your voice. Address both the caller and the called party by name at all times regardless whether he / she is a guest or a hotel employee. If you have a problem remembering names, jot them on a piece of paper and use them as often as possible. This often has a gratifying effect. Listen to the mood of the caller as well as to the message. Sense the callers mood and respond. Give them your full attention and all courtesies. Do not interrupt, argue, show impatience or allow a lack of understanding on the part of the caller to cause you to become irritable. Take note on all business call for the callers name and all pertinent information. If unable to hear distinctly, be polite in asking the other person to repeat himself and if transmission continues to be poor, ask whether you may call back. Repeat all messages and instructions to let the caller know that you have understood him completely. Words are the only link between two parties on the phone, thus it is important to be sure that they understood each other. Make it a rule to repeat every message or instructions received. Magic words of common courtesy like Please , I am sorry , Thank You should be used to make a polite impression. When you transfer a call, always inform the caller. The caller cannot see what is happening and may hang up thinking the call have been disconnected. Explain the reason of the transfer and the name of the person to whom the caller will be transferred. Be discreet. Always be careful how you explain the called persons absences from the office. Be tactful. It is more effective to ask May I tell her who is calling please? Or
May I have your name and telephone number please? Ill ask her to call you when she returns Hang up on the phone gently. Notice how your pleasing telephone personality tends to get the best results from the person on the other end of the line. It is a rich investment which costs nothing but a little care and courtesy. If you promise to call back with the information, do everything you can to follow through. A broken promise may mean a lost friend or guest. 4. Some Suggested Procedures When The Called Person Is : Busy / Does Not wish To be Disturbed : - Mr. Lee is unavailable this afternoon. May he call you tomorrow? With a client : - Mr. Siva has someone with him. May he return your call later? At a meeting until 3.00pm : - Mr. Arief is attending a meeting until approximately 3 oclock. Could she return your call? On another call : - Mr. Melcher is on another call at the moment. Would you like to wait or may she call you back? Out For Coffee : - Encik Ali is out of the office at the moment. Can he call you back? Out For Lunch : - Mr. Chin will be out until approximately 1400 hour. May he return your call? Away from The Desk for a Few Minutes : - Ms Lim is not in the office just now. May she return your call? Out Of Town : - Mar Savage is away from the office until date. Could someone else help you or do you wish to leave a message? At Home With Flu : - Im sorry he is not in the office today. Could someone else help you? Or would you like him to return your call when he returns?
5. What To Say and What Not To Say Whats Your Name? May I have your name, please? Whats your address? May I have your address, please? Whats your Room number? May have your Room Number, please? What do you want? May I help you? Youll have to check with the manager? May I have the manager contact you? I dont handle that. I personally cannot help you, but Ill have someone to contact you. Wait a moment. One moment please. Hang on a second. Excuse me one moment please, Ill be right with you. Now - What do you want? Thank You for waiting. I dont know. Ill look into it.
Subject :HOUSEKEEPING Policy Number : TELEPHONE LOG Department : Housekeeping Approved By : Effective Date : Page(s)
INTRODUCTION OBJECTIVES The Housekeeping Office is Housekeeping Communication Centre. The Telephone Log is the key to good communication. PROCEDURE ALL incoming calls to the office must be recorded in the Telephone Log Book. The Telephone Log should contain the following information: Time the call is received Location / Room # Message Name of the caller Name of person who received the call Name of the person the message was given to
Remarks 2. The days date should be recorded at the top of each page. 3. The log book should be reviewed by the Executive Housekeeper, Assistant Executive Housekeeper, and Assistant Housekeeper throughout the day.
Subject :SIGNING IN AND OUT Department : Housekeeping

INTRODUCTION
OBJECTIVES The Time Entered In The Time sheet Should Be The ACTUAL Time When The Person Sign In And Out. PROCEDURE All Housekeeping staff reports to the Housekeeping Department punctually and properly attired. 2. All Housekeeping Staff MUST Sign In and Out at the beginning and ending of each shift as well as for the 30 minutes break times for lunch or dinner. The time sheet verifies the hours worked as well as the where about of the employees. Name Time IN Break 1 Break 2 Time OUT Sign
What you should do: Name: Indicate your name here Time IN: Is the time you report for duty properly attired Break 1: Is the time you go for your meal break Break 2: Is the time you go for your second meal break IF you are on over time. Sign OUT: Is the time you go OFF DUTY.
Subject :REPAIR AND MAINTENANCE Department : Housekeeping Effective Date : Page(s)

INTRODUCTION
OBJECTIVES System And Procedures To Ensure Repairs, In Any Part Of The Hotel, Are Reported And Carried Out Within The Shortest Time And Thereby Keeping The Hotel Well
Maintained And Properly Looked After. PROCEDURE
All maintenance work request to the Engineering Department, has to be supported by a duly completed Maintenance work Request form. Verbal requests for the maintenance can be made; however, they have to be immediately followed up by a completed Maintenance Request Form. The Maintenance Request Form consists of 1 original and 2 copy. Maintenance Work Orders may be issued for defective equipment and general maintenance work such as replacement of light bulbs, repairs of water leaks, repainting of walls, changing of locks, clearing of blockages, malfunction of air- conditioning system, etc. The Maintenance Work Order Request may not be utilized for new installations, which need a senior management approval and have to be initiated by a CER ( Capital Expenditure Request ) Initiating a Maintenance Work Order Request A Maintenance Work Order Request Form will have to be completed and sent to the Engineering Department. Processing of Maintenance Work Request Once received, the Engineering staff will time stamp the Work Request (all three copies) and immediately return the blue copy to the department. Once the job has been completed, both the first original and second yellow copy will be returned to the department. 8. The Housekeeping Clerk will update on the system, on a daily basis, the Repairs & Maintenance that has been reported or done and checked for satisfactory. A copy will be printed on every alternate day and given to the Supervisors for information and follow - up. This will help: In the monitoring of any pending job with the Engineering Dept. To avoid duplicate report being made by the relief supervisors on duty. 9. All outstanding items is to be prepared by the Executive Housekeeper and forwarded to the Chief Engineer for action on a weekly basis 10. Some repairs are more urgent than others, but as a general rule the following applied: Urgent - Any items which causes inconvenience to the hotel guest - Any item that causes disruption to our ability to provide services to the guest.
- Any item that causes major discomfort to our staff Not Urgent - any item that requires maintenance but does not cause any inconvenience, discomfort or our ability to provide services to the guest. Work order comes in 3 copies: original (white) 2nd copy (yellow) 3rd copy (blue)
Subject Department
:BEHAVIOUR CODE : Housekeeping

INTRODUCTION
OBJECTIVES A guide to meeting the expectations of the guest of us, the hotel staff- The Way We Behave Is How We Will Be Judged PROCEDURE GREETINGS: Welcome to the Starcity Saigon Hotel (Do greet with a big smile) How are you today, Mr. / Mrs. / Ms ? (Try to remember the guests name) ANSWER: I am very well; thank you and you, Mr. / Mrs. / Ms ... AFTER YOUR INITIAL GREETING, SAY: Have a nice day / pleasant evening / good weekend If the guest wishes you first, say: You too, Mr.? And you, Mrs. ?
And the same to you, Sir / Madam ALWAYS SAY: I am sorry, I will check for you Pardon me All right, certainly Certainly, my pleasure DONT EVER SAY: I dont know What? OK Yes USEFUL SENTENCES WHICH ARE PLEASANT TO HEAR May I help you, Mr. / Mrs. / Ms ? Please, Thank You, Excuse Me, Pardon Me Is there anything else that I can do for you? WHEN GUESTS ASK FOR SOMETHING WHICH YOU ARE NOT SURE YOU CAN PROVIDE, ANSWER HONESTLY: If you wait a moment, Sir / Madam, I will try to find out. I am afraid I can not say for sure, but I will ask right away. ON RETURNING WITH A POSITIVE ANSWER, SAY: Sorry to have kept you waiting. I am pleased to say we do have.? NEVER SAY: I dont know Its not handled by this department GIVING DIRECTION: Go straight ahead Turn left / right at the first corner Go up / down the staircase Sorry, I am not sure. If you wait a moment, I will find out WHEN YOU ARE WALKING OR WORKING IN THE CORIDOR: You should, step back and greet the guest.
IF THE GUEST IS HEADING TOWARDS THE ELEVATOR AND YOU ARE NEARBY: Go ahead and press the buttons for him / her. NEVER MAKE ANY REMARKS AMONG YOURSELVES ABOUT THE APPEARANCE OF GUESTS WHO MAY LIOOK STRANGE AND FUNNY TO YOU. DO NOT STARE.
Subject :COMMUNICATIONS Department : Housekeeping Effective Date : Page(s)

Housekeeping Department Daily Briefings and the Weekly and Monthly Meetings. PROCEDURE Communication should flow in ALL DIRECTIONS: up, down and lateral. Communications is successful when - It Has Been Received - It Is Understood - It is remembered - It is acted upon MEETINGS: An effective meeting should be a process of two way communication. It is an opportunity for the Executive Housekeeper to ensure that information such as objectives, policies, procedures, and future plans are clearly passed on. 2. It is also an opportunity for the staff to pass information back and to discuss matters, as a team, with each other. 3. Effective meeting conducted are: - well planned - Brief and to the point. - Objective and factual - avoid emotional behavior - Full participation - avoid side discussion - resolve conflict 4. Minutes will be taken, reviewed and posted in the Housekeeping Office after the meeting. BRIEFINGS: Briefings are to ensure that pertinent and accurate information is shared daily so that a coordinated team effort results. 2. Briefings should focus primarily on operational issues and include: Previous 24 Hours Operations - results - Matters to be addressed - Problems - Guest comments etc. Present 24 Hours - Priorities - Coordination / assistance required General - pre planning / coordination - New developments - Matters from division meetings 3. Briefings falls under two categories:
Daily department briefings run by the Executive with the sections supervisors. Daily section meetings run by the section supervisors at the beginning of shifts or at shifts changeover. 4. Briefings, as the name implies, should NOT be more than 20minutes.
Subject
TERMINOLOGY
:HOUSEKEEPING Policy Number : : Housekeeping Approved By :
Department

INTRODUCTION OBJECTIVES Listing By Alphabet PROCEDURE
Adjoining Rooms: Adjacent rooms that are not serviced by a connecting door. Amenity: Supplies provided for the guest in the guest room eg. Soap, shampoo, conditioner, etc.
Arrival:
Time of the day guest checks - in: Early - Arrive early in the day Late - Arrive late in the day
Answering the Page: Calling the Housekeeping Department when paged.
Back to back: A sequence of consecutive group departures and arrivals. Baby crib / Baby cot: Bed for the small children sleeping separately from the parents Bed Board: Wooden board meant to be placed in between the mattress and box spring to harden the mattress (usually requested by guest with a back problem.)
Blocked Room: A room that is being held for a certain guest on a certain date.
Cancellation: A reservation that is no longer required by the guest. Check In: Date / Day of guest arrival and registration. Check Out: Date / Day of guest departure and vacating the room. Check - out Time: Time designated by the hotel for the guest to vacate the room at completion of stay. Check-out time is usually at 1200Noon. Connecting Doors: Doors that connect two are adjoining room. Connecting Room: Adjacent rooms that are served by a connecting door. Comp. Room: Refers to a room that is complimentary (no charge to the guest) Day Use Room: A guest room that is used during the day but not overnight. DND: Do Not Disturb. This means that the guest does not want to be disturbed.
Double locked: Secured by the guest from inside and cannot be opened from the
outside. Due Out: Room expected to be vacated today Early Arrival: Early morning occupancy. Extra Bed / Rollaway bed: A portable single bed which can accommodate an additional guest. Guest History: Records showing details of hotels guest eg. Guest preference, allergies, like and dislikes
House Use Room:
Room used permanently by employees or staffs. Rooms used permanently for storage. Rooms used as offices.
King: A king size bed room in one room. Late Check-out: Additional time allotted by the hotel after the normal checkout time.
Linen Room: Housekeeping storage for linens. Log Book: Book for communication between department and management on a daily basis. Long Stay: Guest whom stays in the hotel for along period, length of stay exceeding 10 days. No Show: Did not arrive when accommodation was reserved. Occupied Room: Room is stayed - in by guest. OOO Room: Out Of Order Room. Cannot be sold. OOS Room: Out of Service Room. Cannot be sold. On the way: Guest has left the airport and is heading towards the hotel.
On the way up: Guest is at the lobby and is heading towards the room. Overstay / Extend stay: A guest who remains / extended stay after the scheduled departure date. Past due- out: Guest who are due out and have not checked out by the posted check out time. Queen Room: A queen sized bed in one room. Room Status: The current condition of a guest room; indication of whether a room is occupied, vacant, dirty or clean. Room change: When a guest moves from one room to another during the stay. Skip: To depart without paying Sleep Out: A room that is taken, occupied and paid for but not occupied in. Twin Room: Two single beds in one room. Under stay: A guest who checks out prior to the scheduled departure date. V.I. P: Very Important Person. A person designated to receive special attention. Vacant Room: A clean room available for sale but is vacant. Vacant Dirty Room: Room where guest has checked out and not cleaned yet. Walk In: Guest requesting accommodation at the Front Desk without having prior reservation.
Subject Department
ATTENDANCE : Housekeeping

INTRODUCTION
OBJECTIVES The Success And Smooth Running Of An Operation Depends To A Great Extend On Your Being On Time Each day You Are Scheduled PROCEDURE
1. If you are absent or late in reporting for work, you place an extra burden on the hotel, and more especially on fellow employees.
If a situation arises which makes it impossible for you to report for duty for any reason, you are expected to Notify your immediate Supervisor PERSONALLY at least 4 hours in advance of your shift
reporting time or as soon as you determine you will be late or absent Explain the reason for your lateness or absence When you are expected to return to work
In case your are on Night Duty, have the Operator page the Supervisor On duty
Absences of more than one day must be reported daily unless other arrangements have been made with your Supervisor
Absences due to illness require an approved medical leave of absences Any employee that fails to report for work for TWO consecutive days WITHOUT calling in will be removed from payroll as a voluntary quit.
Subject : COMPUTER CODES Department
HOUSEKEEPING Policy Number : Approved By :
: Housekeeping

INTRODUCTION
OBJECTIVES Standard Computer Codes Used In The SMs Host System. PROCEDURE SPECIAL BY SPECIAL CODES Small Flower Arrangement ( R ) Medium Flower Arrangement ( D ) Large Flower Arrangement ( S ) Champagne (C) Birthday (B) Wedding Anniversary ( W ) Welcome Tea Japanese ( J ) Welcome Tea Chinese ( T ) Fruit Basket Small (F) Fruit Basket Medium ( M ) Fruit Basket Large ( L ) Fruit Basket V.I.P ( V ) Newspaper English Foreign ( E ) Newspaper English Local ( L ) Extra Bed ( X ) Baby Cot ( Y ) King Size Bed ( K ) Queen Size Bed ( Q ) Twin Size Bed ( T ) Hard Pillow ( P ) Traditional Bedding ( H ) Non Smoking Room ( ) Adaptor ( ) 2. GUEST CATEGORY CODES Very Important Person ( V ) Top V.I.P. ( T ) Corporate Important Person ( C )
Honeymooners ( H ) Long Staying Guest ( L ) Repeat Guest ( R ) Handicap ( H ) Golf member ( G ) Hotelier ( I ) 3. OUT OF ORDER CODES Air Conditioing Repair ACR ( A ) General Cleaning GC ( G ) Carpet Cleaning CC ( C ) Plumbing Repair PR ( P ) Electrical Repair ER ( E ) Loose Tile / marble LT ( T ) Leaking Water LW ( W ) Door Lock DL (L) Out Of Order OOO ( O ) Out Of Service OOS ( S ) Safe SR ( K ) 4. ROOM TYPE CODES Superior King ( ASPK ) Superior Twin ( ASPT ) Superior Ocean Twin ( ASPTO ) Superior Ocean King ( ASPKO ) Deluxe King ( ADLXK ) Executive Suite ( AEXEK ) Superior Club King ( ACSPK ) Superior Club Twin ( ACSPT ) Executive Club Suite ( ACEXEK ) Premier Club Suite ( ACPREK ) Presidential Suite ( APSK ) Royal Suite ( ARSK ) 4. ROOM FEATURES CODES 1st Floor ( 1F ) 2nd Floor ( 2F ) 3Rd Floor ( 3F ) 4th Floor ( 4F ) Top Floor ( TP ) Ocean View ( OV ) Garden View ( GV ) Handicaps Accommodation ( HA ) Near Elevator ( NE ) Jungle Village ( JV ) Ocean Wing ( OW ) Connecting To ( CN ) Adjoining To ( AJ ) Near To Main Building ( MB )
Balcony ( BY )
Subject : THE HOTEL Department
DEATH OF GUEST AT Policy Number : : Housekeeping Approved By :

INTRODUCTION
OBJECTIVES The Following Reporting Line Has To Be Strictly Followed PROCEDURE 1. The following reporting line has to be strictly followed in case of a guest found dead at the hotel. 2. The death of a resort guest may eventually have serious consequences on the hotel if it is not properly handled 3. The death of a hotel guest has to be hushed up and any publicity avoided
4. 5.
The General Manager decides whether a religious ceremony has to be arranged Death Of A Guest At The Hotels Public Area:
5.1 The reporting has to be followed 5.2 The dead body has to be moved quietly to an area which is NOT accessible to other guest. The hotel operations should NOT be interrupted 6. Death Of A Guest In A Hotel Room:
6.1 Upon discovery of the dead body, the DND (Do Not Disturb) sign has to be placed on the door immediately to avoid other person from entering. 6.2 The reporting line, as above, has to be followed
6.3 The Executive Housekeeper wills assigned OOO status to the room 6.4 After the removal of the dead body, the Chief security officer has to inform the Executive housekeeper once room can be cleaned up and the police are no longer investigating
Subject : GUEST ROOM Department
HOW TO ENTER THE Policy Number : Approved By :
: Housekeeping

INTRODUCTION
OBJECTIVES Guest privacy is protected. Prevent embarrassment of staff. PROCEDURE Before entering the guest room, either vacant or occupied, checks the room if there is DND sign. Ring the door bell and announce Housekeeping. If the guest come to the door : Ask the guest, Good Morning / Afternoon / Evening Sir/Madam. May I service the room now please? If the guest consents to your cleaning, thank him and enter. If the guest says come back later, ask him What time would you like to have the room service, Sir / madam? and take note of the time on your report, apologize Sorry to have disturbed you and leave. If the guest says Just a minute or Coming , stand outside the door at a proper distance to give the guest time to finish what he / she is doing before coming to the door. If the guest call out Come In you may enter. 4. If no reply, ring again and announce Housekeeping and wait 10 seconds. If still no reply, insert the key card and enter gently.
5. If should happen that you enter and the guest is inside:
Im sorry, Sir / Madam; I didnt mean to disturb you, would you like to have the room cleaned now? 6. 7. If there is a DO NOT DISTURB sign on the door or the door is double - locked, DO NOT ring the door bell. If the door is still on DND or double - locked by 1400Hours, please report to the Supervisor.
8. Leaving a guest room after the completion of cleaning while the guest is still in the room say: I have finished cleaning the room Sir / Madam, is there anything further I could do for you? After fulfilling the guest request, make sure you let the guest know that he / she can rely on you should further help is required by saying If there is anything else I could help you with, please let me know or you may call the Housekeeping Department at Extension . After the guest Thank You, say, It is my pleasure Sir / Madam. Have a nice day / enjoy your stay.
Subject : Department
KEY CARD SYSTEM : Housekeeping

The procedures relating to Housekeeping Key Control are a major segment of the hotels overall key control program . PROCEDURE The key card is a non hard wired key security system. All key cards found in the guest room upon guest check out as they are re programmable and therefore have to be returned to the Front Office When checking the mini bar upon departure for consumption, the Room Attendant has to insert the Electronic Lockout Key card in order to delete the former guest key card access code. 4. The following Housekeeping staff will be issued: Executive Housekeeper - Emergency Key card - Electronic Lockout Asst. Exec. Housekeeper - Grand master Key card Assistant Housekeeper - Grand master Key card Housekeeping Supervisor - Supervisor Key card - Electronic Lockout Room Attendants - Maids Key card - Electronic Lockout Key All keys are stored in a locked key cabinet in the Housekeeping Office. All keys are to be signed In and Out daily. In case other staff members have to access guest rooms the respective sections Housekeeping Supervisor will be contacted to open. Stay with the person until he / she leaves. 8. The importance of key cannot be over - emphasized. You will be working with it daily. It is your responsibility to safeguard the hotels and guests belongings. NEVER give your key to anyone. 9. ALL Housekeeping keys are to be put on rings with an identification tag listing the floor and section number. 10. Always remember to Sign In and out for the key issued to you. 11. After receiving the keys, employees should carry them at their waist at all times. Keys are never to be left hanging on the trolley or pantry. 12. Key must never be taken out of the resort. If it is necessary for the staff to leave the resort, the keys are to be returned to the Housekeeping Office and will be re-issued on
return to work. 13. When carrying out your cleaning assignment, only ONE guest room should be opened at a time. Complete cleaning on that room before moving onto another. Room doors should never be left open, not only for reasons of security, but also because an unmade room can look unsightly. 14. When you see a guest room key left at the door, knock on the door. If the guest answers, advise him / her that he left his key card in the lock. If there is no answer, lock the door, remove the key and give it to the Supervisor. 15. The loss of the key issued to you is very serious. An immediate search must be carried out until all possibilities have been exhausted. 16. A key audit (see form attached) should be performed by the Room Supervisor at the beginning and the end of each day. 17. The Electronic locks contain a small battery powered circuit board that includes a magnetic read head and three indicators: Green Light - green light will flash for approximately 6 seconds when a CORRECT key card is used. The light indicates that the locking mechanism has been released and the door handle can be turned to open the door. If the door handle is NOT turned while the green light is still is flashing the locking mechanism will be secured and the key card must be reinserted. Yellow Light - yellow light indicates that a CORRECT key card has been used BUT the dead bolt or room has been doubling locked from inside. Fast Flashing Yellow Light - indicates that a CORRECT key card has been used but access denied for one of the following reasons : Door has been double locked by an electronic Lockout Key card. The key card was programmed with an expiration date and time. The master key card was programmed to work only during certain shift hours of the day Two Yellow Flashes - indicate that an INCORRECT key card was used. Alternate Flashing Red Light - the red light will flash alternately with another light when the batteries are low. Simultaneously Flashing Red Light - this happens when the clock is in need of resetting
Red Flash - Red light will flash one or two times when a key card is used in the lock improperly ( upside down, backwards or not removed ), or the key card does not have on the magnetic strip. If a red light flashes when no key card is used, the key switch is stuck. Yellow and Red Lights - indicates that the lock was unable to properly read the lock code
on the key card. No Lights - an invalid key shut down is in effect - The key switch is in effect. - The lock batteries are dead.
Subject :
DONTS
HOUSEKEEPING DOS AND
Department
: Housekeeping

INTRODUCTION
OBJECTIVES Guide to Housekeeping Departments Rules & Regulations PROCEDURE DO s 1. 2. 3. Be a gentle men / lady all the time. Always answer a guest call immediately. Always respond to paging and attend to guests request promptly.
4. Smile and greet the guest as well as colleagues according to the time of the day, preferably using name eg. Good Morning / Afternoon / Evening / Night - Sir, Madam, or guests name if known. 5. 6. 7. 8. 9. be courteous to your colleagues as you would be to your guest. Arrive early to change your uniform and report for work punctually. Stand and walk straight and do not lean on walls or corners. Keep in mind at all times that the hotel look and is clean. Stay only 30minutes for the meal breaks. Eat only at the staff canteen.
10. Always keep your work area and equipment clean and tidy at all times. Working equipment has to be placed in the pantry area when you finished work. 11. Remember to always Sign In and Out when report for duty or when going for meal breaks in the attendance sheet. 12. 13. Stay only in the work area assigned to you unless permitted by the Supervisor. Report any difficulties in your job immediately to your supervisor.
14. Ensure that the Standard Operating Procedures are adhered to at all times. Obey the guidelines set by the Department Head all the time. 15. Always clean the guest room WITHOUT the TV or the radio ON.
16. Always use the public telephone for any personal calls. No using of guest rooms telephones for personal use. 17. Any discrepancies against in the room against the report must be reported to the Housekeeping Office or the Supervisor. 18. Old newspaper or guest items are to be properly arranged /stacked.
19. Vacuuming of the guest room is part of the room cleaning. It must be done daily when cleaning the rooms. 20. Use RAGS and not towels when cleaning rooms.
21. Any cash or valuables found lying around in the room has to be reported to the Housekeeping office. 22. All Lost & Found items have to be reported to the Housekeeping Office immediately.
24. Report anything unusual to your Supervisor eg. Guest who is sick, animals in the room, occupied room without any luggage, damaged properties. Donts 1. Under no circumstances should you try to sell hotel properties to guest. Do not try to solicit tips from the guest. Do not sleep, gamble or steal in the hotel. Do not smoke or chew gum on duty. designated staff smoking area. Smoking is allowed only during break at
Do not drink or drink liquor while on duty. Do not wriggle arms or legs, or drum on desk with the fingertips or show anger or impatience. 7. 8. Do not walk in any area with your hand in the pocket. Do not read newspapers, books or magazines while on duty.
9. Do not meddle with electrical fittings. Report any conditions that may cause injury or pose any danger. 10. Do not leave any guest property in the back of the house service area.
11. Do not be absent unless absolutely necessary, and inform your supervisors about it immediately. Do not loiter in the hotel. Spend your off duty hours away from the hotel. You are not permitted to use any of the hotels facilities such as restaurants, bars, public rest rooms and guest rooms. Showers or bath must be done before reporting for duty or at the end of your shift in the staff locker room only. Personal affairs are not allowed to be conducted while on duty. Meet friends and family outside the hotel and do not invite them into any area of the hotel. Do not sit in areas designated for guests. Do not carry food away from the staff canteen or keep food in your locker. Do not damage the hotel property. Do not go into hotels public area, without being in uniform. Do not be late for duty. Should you at any time be prevented from getting to work on time due to emergency or illness, call the Housekeeping Office? Do not under any circumstances disturb the guest if the DND sign is on or if the room is double - locked. Do not spit anywhere. Do not throw ice into the wash basins and not run hot water as it will damage the water basins.
Do not leave or enter the hotel except through the staff entrance Do not make any unnecessary noises that are likely to disturb or annoy the guest such as : Laughing loudly Chatting or argue with fellow colleagues Running along the corridor whistling or singing using any foul language Do not make any outside telephone call in the guest room. Do not use the guest lifts, toilets or any guest facilities such as T.V, mini bar etc... Do not answer the guest room telephone. Do not gossip with the guests about other guest or employees. Do not swipe time card with other employee. Do not swing your keys / key card or play with the coins in your pocket. Do not put soiled linens on top of Room Attendants or Room Service trolleys. Never leave any Lost & Found items lying in the pantry, trolley or throw them away. Never open any guest room for any guest, strangers or contractors. Never give your key to anyone else. You are responsible for the key issued to you. Do not bring any guest or hotel property eg. Key out. Do not use any stained or torn towels and bed sheet. Bring them to the Linen Room separately. 37. No food or personal items may be kept in the pantry nor anything belonging to Room Service. 38. Never leave the guest room or the Service Area door open.
Subject : Department
IN - SUITE MINIBAR
: Housekeeping

INTRODUCTION
OBJECTIVES To Provide The Guest The Convenience Of A Well - Stocked Mini Bar. PROCEDURE A price list is arranged on top of every mini bar cabinet for the guests convenience. WORKING PROCEDURES FOR THE ROOM ATTENDANT: Each Room Attendant is responsible for the checking and replenishment of the mini bars in the guest rooms which has been assigned to him / her. 2. In order to facilitate a smooth work flow, each Room Attendant is in charge of a set -up par stock of all items provided. These items are locked in the pantry cupboard and each attendant will have access only to his / her section. A Par Stock for each pantry cupboard will be established.
4. Each Room Attendant is responsible for the replenishment of his / her pantry cupboard par stock DAILY. In case of discrepancy in the par stock, unless a satisfactory explanation is provided, the mini bar items will be charged to the staff. Every MORNING, the mini bar items are handed out, at the Housekeeping Office, to the corresponding maid stations according to the day before consumption summary printed out through the SMILE system . In cases where bottles are broken, spoiled, etc. The matter has to be brought forward to the Resident Manager, who will arrange that these items will be written OFF. The spoilage and breakage will not be entered via the VCS but recorded manually at the Accounts Office. 7. At the beginning of his / her duty, the Room Attendant will stock up his / her trolley with the required amount of the Mini bar items. 8. The first room that will require checking are those which are expected to check out today. Care should be taken so that the guest will not be woken up early in the morning just to have his / her bar checked. All mini bars in the rooms / suites has to be checked and posted accordingly irregardless if there IS or ZERO consumption Under normal circumstances, the occupied room are checked and replenished at THE SAME TIME as room cleaning. 11 Occupied Rooms: Take the Mini Bar Consumption Record form (sample attached) provided and fill in the headings your name, the date and the block. Write the room number of the mini bar which have to be checked Fill in the quantity of items consumed by physically checking the list against the items in the bar. Retain the form for replenishment purposes. Post the consumption through the telephone using the Voice Confirmation System (VCS) Once the bar has been replenished, make a slash against the top left hand corner of the form and sign with the time underneath your signature. At the completion of the days duty, place the form on the trolley for collection by the Supervisor
12. Due Out Rooms: When you see that the guest are leaving their rooms with luggage or the bell man picking up luggage or when you are advised that a room is checking out, proceed to the room and check the bar. In case guest are due to check out PRIOR to 0800 Hours or if the departure time is not specified on the report, make sure that these rooms are checked once during Night Turn Down the evening before and any charges posted through VCS. Post the consumption through the telephone system by using the Voice Confirmation System ( VCS ) In case there is NO consumption, a ZERO amount has to be entered through the telephone in order to advise that the mini bar has been checked and the room is cleared for check out. Fill up the form ( as per the Occupied Rooms procedures ) and maintain the form for replenishment 13. Check - Out Rooms: Should there be any early morning check - outs, BEFORE the start of your duty, follow the steps as in the Occupied Rooms, but mark clearly on the voucher that the room WAS a check - out. 14. Should you for whatever reasons unable to refill the mini bar by the end of your shift, please inform your Supervisor. 15. At the end of your shift, place back the balance mini bar items from the trolley back into the cupboard. 16. The PM Shift Supervisor will hold the key to one mini bar assigned section should refilling be required. This could be the case in late check - outs, on guest request or previous DND or double - locked rooms. 17. All in - room mini bars are to be refilled on the same day to avoid confusion the next day and all forms raised should be left in the assigned space. 18. In case a guest is declining his / her mini bar charges, the Assistant Manager has to be contacted to resolve the matter
WORKING PROCEDURES FOR THE ROOMS SUPERVISORS: 1. When checking the rooms, check the mini bar as well to ensure a standard presentation and to see that the mini bar has been refilled. Room Supervisor is also responsible for the checking of the individual pantry cupboard to ensure daily replenishment. 3. Each morning, one Room Supervisor will be assigned to issue to the Room Attendant the mini bar items according to the Consumption Summary Report. 4. Rooms Supervisor will collect the Replenishment Record Form from the Room Attendant, and hand it to the Housekeeping Clerk for filling. (The Record will provide as a backup in case of discrepancy) 5. The P.M Room Supervisor will do likewise for any consumption and replenishments made during his / her shift. 6. The P.M Shift Supervisor will hold the key to one mini bar assigned section should refilling be required. This could be the case in late check - outs, on guest request or previous DND or double locked rooms. WORKING PROCEDURE FOR THE HOUSEKEEPING CLERK: A Par Stock of the mini bar items will be established and kept at the Housekeeping Office, from which it will be issued to the Room Attendant each morning for replenishment in the pantry cupboard, ( based on the Consumption Summary Report) Each morning, the Housekeeping Clerk is responsible in printing the Consumption Summary Report through the SMILE system. A stock card for each mini bar item has to be established and he/she are responsible in updating them accordingly. The replenishment of the Housekeeping Offices stocks will be issued by the Beverage Store daily, based on the Consumption Report. 5. A Mini Bar Summary Report indicating:
Mini bar stock removed from the Housekeeping Store Mini bar items replenished in the guest rooms / suites Applicable charges of the replenished items Mini bar items put back to the Housekeeping Store Has to be established DAILY and a copy distributed to the Executive Housekeeper, Cost Controller and Resident Manager. 6. The Replenishment Record collected from the Room Attendant has to be checked through with the Consumption Summary Report for any discrepancy WORK PROCEDURES FOR THE ASSISTANT HOUSEKEEPER: Regular check should be conducted in the pantry and the Housekeeping Office Store to ensure that the above procedure is carried out. The established Par Level checked, and updated from time to time to ensure that it is adequate. A shift in clientele might mean a shift in the type / quantity of beverage consumed )
Dial LINK TM VCS ( VOICE CONFIRMATION SYSTEM ) Dial Link TM VCS ( Voice Confirmation System ) provides for the posting of the mini bar consumption in each guest room by simply calling the system using the rooms telephone Room Attendant has to dial Extension ____. VCS Will advise the RA to enter his / Her code Will ask for the password Will ask for the Room Number Will ask for the item code (Item & quantity) Will announce the keyed - in info i) To confirm, press 1 RA confirms and presses 1 RA enters his / her password RA enters the Room Number RA enters the item code Room Attendant RA enters his / her code
ii) To cancel, press 2 Will confirm that items are posted
RA cancels and presses 2
3. Repeat the steps if more items have to be posted The flowchart illustrates the procedures for using the system

P&amp;P HK

Transféré par

Informations du document

Description originale:

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

P&amp;P HK

Transféré par

Droits d'auteur :

Formats disponibles

Subject Department

:House Keeping Index : Housekeeping

Policy Number : Approved By :

Effective Date : Page(s) :

Approved Date : Revised :

Topic General Service Policies and Procedures

138 140 142 143 144 145 147 148 150

: How to Damp Mop : Housekeeping

Policy Number : Approved By :

Effective Date : Page(s)

Approved Date : Revised :

:How To Clean &Defrost The Refrigerator : Housekeeping

Policy Number : Approved By :

Effective Date : Page(s)

Approved Date : Revised :

Subject : Upholstery Shampooing Department : Housekeeping

Policy Number : Approved By :

Effective Date : Page(s)

Approved Date : Revised :

Subject Tub Department

: How To Clean a Bath Policy Number : : Housekeeping Approved By :

Effective Date : Page(s)

Approved Date : Revised :

Subject The Floor Department

: How to Strip and Seal Policy Number : : Housekeeping Approved By :

Effective Date : Page(s)

Approved Date : Revised :

Scrapper Dust Mop

: Behaviour Code : Housekeeping

Policy Number : Approved By :

Effective Date : Page(s) :

Approved Date : Revised :

Policy Number : Approved By :

Effective Date : Page(s)

Approved Date : Revised :

Effective Date : Page(s)

Approved Date : Revised :

Subject Plants Department

: Relocation/Removal of Policy Number : : Housekeeping Approved By :

Effective Date : Page(s)

Approved Date : Revised :

Subject : Routine Carpet Policy Number : Maintenance Department : Housekeeping Approved By :

Effective Date : Page(s)

Approved Date : Revised :

Approved Date : Revised :

Approved Date : Revised :

PROCEDURE Purpose : To keep the floor surface clean

Equipment Required: Bucket Wet Floor signs Automatic Floor Maintainer

3b. DAMP MOP

Equipment Required: Bucket & Wringer Wet Floor Neutral cleaner

Subject Maintenance Department

: Restorative Carpet Policy Number : : Housekeeping Approved By :

Effective Date : Page(s)

Approved Date : Revised :

Approved Date : Revised :

Approved Date : Revised :

Wet Floor Signs Black stripping pad

10. Allow the floor thoroughly dry before applying finish.

Effective Date : Page(s)

Approved Date : Revised :

: How To Scrub The Floor Policy Number : : Housekeeping Approved By :

Effective Date : Page(s)

Approved Date : Revised :

P&P HK

P&P HK