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The word House-keeping refers to the upkeep and
maintenance of cleanliness and order in a house or a
lodging establishment such as inn, hotel, apartel,
condominium, resort, dormitory or a hospital. a
housekeeping is one who is responsible for
administering housekeeping maintenance and for
insuring that everything is in order. She sees to it that
occupants are comfortable, safe, and protected from
disease-causing bacteria.

Types of Housekeeping
1. Domestic Housekeeping

refers to
housekeeping maintenance in a house. It
covers bedrooms, kitchen, dining,
receiving area, grounds and the
surrounding areas within the house.

The lady of the house, usually the

wife/mother or caretaker acts as the head
housekeeper and is responsible for keeping
the household in proper order.

She sees to it that the rooms are clean and

polished and that linen are properly
washed, pressed and safely stored. She
also manages food preparation and dining
2. Institutional Housekeeping applies to
housekeeping maintenance in commercial
lodging establishments like hotels, resort,
inns, and apartels.

Institutional Housekeeping usually

covers the following areas:

Guest rooms
Hallways and corridors
Public rooms and restaurants
Stores, concessionaire shop.
Linen and Laundry area
It does not include the kitchen and dining areas since these are
handled by the Food and Beverage Section.

Scope of housekeeping maintenance

The responsibly of the housekeeping include the following;
1. Guestrooms, which cover task like;

Maintaining cleanliness and orderliness in the guestroom

Furnishing the room with the necessary amenities and

supplies such as bed, linen, appliances etc

Keeping the area free of safety hazards

2. Providing Linen/Laundry service such as;

Collecting and delivery laundry items for house guests or in

house occupants

Washing, drying, ironing guest laundry as well as linens used

in banquet functions, food service and guestroom

Mending service
3. Repair and inventory of employees uniforms
4. Cleaning and maintenance of fixtures and facilities like
furniture and appliances
5. Provision of special service like polishing shoes etc

Housekeeping Organization
When there are many rooms and areas to be cleaned and maintained,
the Housekeeping Department shall set up a Section for Rooms
Maintenance another one for Public areas and a separate section for Linen
and Laundry Service. Each section is headed by a section head like a Head
Houseman for Public Area rooms keeping supervisor for guestrooms
maintenance and a Linen and Laundry supervisor for the linen and laundry
This department usually falls under the Rooms Division and is
headed by an Executive Housekeeper. This division of labor is illustrated
in the Organizational Chart in figure below.
In smaller Establishments with fewer guestrooms and public areas to
be serviced, The Housekeeping Unit may just be a small section instead of
a department, headed by Housekeeping supervisor, assisted by an assistant
Housekeeper Who takes over in case in case the supervisor is not around.
All housekeeping staff report directly to the Housekeeping supervisor.


Good housekeeping requires very through cleaning. Being clean
means the absence of visible dirt. Some critical areas and guest amenities
should not only be cleaned. They have to be sanitized. By sanitizing, all
germs and bacteria are killed through the use of sanitizing chemicals such
as disinfectants or by hot steam as used in dishwashing and laundry. With a
sanitized environment houseguests and occupant are protected from
possible diseases the critical areas that must be sanitized are those that
come into direct contact with the body such as toilets, toilet bowls, urinals,
and lavatories. It also includes amenities like towels, linen used for
beddings, glasses and table wares.
For a through cleaning, the hotel, lodging house or any building must
be equipped with appropriate clearing and sanitizing equipment, tools and

Cleaning Equipment

Proper Use and Maintenance

1. Vacuum Cleaner

It is used to eliminate loose soil and dust

particles from carpet surfaces, upholstered
furniture and even hard surfaces.Dust bags
must be emptied daily.After using, roll
back the wire neatly on the back of the
vacuum cleaner. Place it on one end of the

2. Floor Polisher

To be used in scrubbing, stripping, and

polishing hard floor surfaces and also
vinyl, wood parquet, etc.
Use the appropriate pad of scrubbing,
stripping and polishing.
Give the wax on the floor enough time to
dry before polishing

3. Carpet Sweeper

Used to pick-up dirt and particles from the

carpet. Press the handle and push towards
the dirt to vacuum sweep the carpet.

4. Hydro- Vacuum or Wet and Dry

It is an all purpose vacuum dry and wet

surfaces. It is used also for absorbing
water in the floor or wet surface.

5. Carpet Extractor

It is designed for dry foam shampooing of

the carpets. It removes dirt that sticks to or
penetrates into the carpet layer.Simply
twist handgrip and move machine gently
from one corner to the other.

6. Roomboys sart or trolley

Used for stocking cleaning supplies and

chemicals so as make cleaning easier and


Cleaning Materials and Supplies



Proper Usage

1. Scouring Pads

Green: Scrubbing purposes

onlyWhite: for cleaning
painted surfaces, glass mirrors,
marble and porcelain.

Should not be used for painted

surfaces, mirrors and glass
panels. neither should it be
used with scouring
powderAlways make sure the
pads are wet before using
them.Wash and rinse after each
use. Also rinse at the end of
each day to insure that there is
no soap left on the pads.

2. Floor and Window


This is needed to remove

excessive water from the
surface and corners. It also
speeds up the drying process

Make sure that rubber strips

are supple. Have replaced the
moment it turns hard brittle.

3. Ceiling Brooms

This is needed to remove

cobwebs in the ceiling.

Clean the brittles of the broom

after use and at the end of each

4. Oilers

To be applied in hinges of
doors so as to prevent
squeaking sounds from the

Use sparing. Once there is no

squeaky sound, wipe excessive
soil away as it an spill on floor
or carpet and cause stain.

5. Tongs

To be used for picking up dirt

and cigarette butts found on

This is used to prevent the

hands from getting into direct
contact with the dirt that
maybe source of bacterial
contamination and disease.

6. Trash Bags

The plastic bag shall serve as

under liner for garbage
container so that the wet
garbage does not penetrate into
the corner of surfaces.
Otherwise, wet garbage will
cause foul odor and

Container of wet garbage shall

always be underlined with
trash bags.Bags should be
closely tied before it is
disposed in order to avoid the
spread of foul odor.

7. Soft Boom and Stick

It is used for sweeping

Used soft broom for fine

surfaces like floors; Stick
broom for rough surfaces like

8. Sponges

To be used for cleaning fine


Wash and rinse after use; give

special rinse at the end of the
day to make sure that there is
no soap left in the pads.

9. Dusting Cloths

This is used for dusting

wooden and painted parts.

Make sure the cloths are clean

otherwise the dusty cloth will
merely rub the dust unto the
surface being dusted.

10. Cleaning Towel

It is used for drying bathroom

walls and floor tiles after they
are cleaned.

Make sure the cloths are dry.

11. Polishing Cloths

The cloth is used for polishing

metal surfaces like bathroom

Use cloths that are made of

fiber to be able to absorb the
water left behind during the
cleaning process.

12. Hand Brushes

This brush is meant for

Make sure that the brush is not
brushing away dust from rough left immersed on the cleaning
surfaces such as rattan,
water for a long time.
wickerwork, etc.It is also used
for cleaning tiles.

13. Toilet Bowl Brush

It is used for cleaning toilet Toilet brush should be kept after

use in the storeroom either in a

holder or in a plastic bag hanging

on one end of the trolley. Never
leave the brush with other cleaning
equipment as this may contain a lot
of dirt and bacteria that will
contaminate other cleaning

14. Mop with Mop Handle

To be used the manual floor Clean water must be retained in one

bucket while dirty water has to be
Squeezed into another bucket.

15. Buckets

Buckets and mops are used

for cleaning floors, walls
and other parts of the

Buckets must be emoted when the

water is dirty. At the end of each
shift, they must be emptied dried
and cleaned. Parts must be
lubricated from time to time

16. Insect Sprayer

Used for fumigation so as

to eliminate pests and

Spray the area while windows and

doors are close. Leave it closed for
at least 15 minutes then open to
allow vapors and bad smell to
evaporate. Then remove dead
mosquitoes.Wipe smooth surface
after spraying to remove any oily
film that settle on them, Use
protected mask to cover the nose so
as not to inhale the chemical as this



Proper Usage

1. Wood Polish

To polish wood surface,

leather and imitation
insects, and pests.

Spray it sparing and evenly on

the surface.

2. Insecticides

To be used in fumigation
In as much as the chemical is
and to eliminate insects and toxic, avoid spraying unto food
containers and food items.
Remove food within the
affected areas during the

3. Methylated Spirit

It is a chemical used for

polishing all glass surfaces
such as mirrors, windows

This chemical is highly

flammable and must never be
used near fire or flame. It also
has high degree of evaporation
and should therefore be used in
small- area sparing one at a
time to avoid wastage.

4. Air Freshener

To be sprayed in the room

in order to remove foul
odor in guestrooms,
comfort rooms or any area
with foul odor.

Use sparingly.

5. Carpet stain Remover like

Used to remove stain or

spot carpets.

See procedures for spot


6. Disinfectant like Lysol

It is used to disinfect the

toilet, urinals, sink and
other areas that are most
vulnerable to bacterial

Dilution will depend on the

degree of disinfection. The
average is one cup of Lysol to a
gallon of water.Pure Lysol
maybe applied to urinals and
toilet bowls since these areas
already contain waterUse brush
to clean and disinfect bowls
and urinals then rinse
afterwards. For other surfaces
apply with cloth or mop, wipe
surface, rinse and dry.When
using Lysol in atomizer can,
apply the chemical directly to
the surface, wipe with damp
cloth or wet brush, then rinse
and dry.


together with sprayer

7. Metal Polish

To be used for polishing

brush copper and metal

Apply small amount on a

cleaning towel and rub metal
surfaces until the tarnish will
disappear. Rinse immediately
and remove left-over polish
with hot water.

8. Lacquer Paint Thinner

Use this chemical to

remove lacquer or paint
from hard surfaces

Apply with a cleaning towel or

scouring pad until the leftovers
are removed. Then pat dry and
polish the surface.
Since the solution is highly
concentrated, light spraying is
sufficient to be able to

9. Muriatic Acid

To be used only for

removing cement or plastic
remains from floors.This is
not advisable for toilet
bowls since it is very
strong and it can damage
the tiles.Dilution will
depend on the thickness of
cement or plastic remains.

Hands should not get into direct

contact with the acid as this can
cause skin irritant on. If the remains
are thick, leave solution on the area
for a few minutes or longer. Then
Remove the remains with scraper or
hard brush. Repeat until all cement
or plasters are removed. Rinse
thoroughly with water since any
acid that remains on the surface
may cause damage.Never mix

10. Wax Stripper

Formulated to break up,

loosen and strip off tough
old waxes.

See procedure for stripping.

11. Degreaser

Used to remove grease, oil,

dirt carbon, ink, mildews,
soils, and waxes.

See procedure of degreasing

12. Emulsion wax

A buffable wax used for

resilient floors like vinyl,
linoleum, and rubber tile
and for concrete floors and

See procedure for floor


13. Polymer Sealer

A non- buffable wax that is

highly recommend for
wooden floors.

See polishing procedure.

14. Solvent Wax

A kerosene base wax used

for wooden floors.

See polishing procedures.

15. Paste Wax

For polishing stone floors,

wood and resilient floors

16. Drain Cleaners

To expedite draining of

General Rules in the Use of cleaning

1. Check electrical appliances and equipment before use. Check if
there are frayed wires, loose plugs and connections. Never use
any appliances that are defective.
2. Handle equipment with care and make sure it does not bump on
hard surfaces.
3. Clean and store equipment in their custodial room immediately
after use.
4. Empty dust bags of dry vacuum cleaner before they overload and
after each use.
5. Follow manufacturers operating instruction.
6. Schedule a regular check up of equipment to prevent serious
7. To avoid electric shock or short circuit, do not expose equipment
to rain orwater. Store them indoors to protect them from getting
wet. Electrical equipment should never be used in wet surface.

Cleaning Standard

Standard ( Expected Results)

All swept floors do not have dust streaks not show marks
where dirt was picked up.
No dirt left on corners, behind doors, under carpets or

1. Sweeping

2. Mopping

3. Floor Cleaning

Swept or vacuumed, carpet is shampooed as necessary.

Cemented or vinyl floor is scrubbed or polished.
Floors are free of obstructions.

4. Floor Finishing

Floor finishes are not allowed to build up in corner,

baseboards or underneath furniture.
Stripping and removal of old floor finish is done whenever
necessary to avoid yellowing and build up in corners
baseboards or under furniture.

Water is used sparingly. Cleaning solutions are rinsed

quickly and the floor is dried at once.

5. Vacuuming

All carpeted areas/ upholsteries are kept clean, free of dust

All spots are removed upon discovery.

6. Dusting

All surfaces are dust free.

All corners are vacuumed.

7. Window Cleaning

Window glasses do not have smudges not watermarks.

Window frames and channels are free of dust.

8. Cleaning Glass Panels,

Thoroughly cleaned, no visible streaks, scratches or spots.

9. Waste Disposal Garbage


10. Cleaning of Ashtrays

Emptied of trash, garbage, and dirt; disposed daily

Cleaned as often as necessary.
Containers are underlined with plastic.
Emptied of soil and cigarette butts, washed and wiped-dry

11. Cleaning of drinking


12. Bathroom and Washroom


13. Dusting/ Cleaning of

furniture and fixtures

Kept clean and sanitary.

Fixtures are wiped dry to avoid retention of water the
causes watermarks.

Floor is mopped, sanitized, dried.

There is no sign of marks or streaks on walls.
All metal fixtures are hard wares are cleaned and polished
with metal polished with metal polish.
Bathroom mirror is well polished and wiped dry, no marks
Sinks are clean and sanitizing chemical; free of foul odor.
Bathroom supplies are replenished and installed according to
standard arrangement.
Shower curtains are properly brushed are wiped dry.

Thoroughly dusted, all surfaces are free of dirt and spots

Appliances re properly arranged and installed in their
appropriate location.
Upholstered chairs are shampooed or vacuumed.
Furniture has no damages and defects.

14. Ceiling Cleaning

Ceiling is free of cobwebs and dirt.

Ceiling fan and fluorescent are thoroughly dusted.

15. Grounds Maintenance

All walkways parking spaces, planted areas are clean,

free of littered objects.
Cemented/concrete pavement is free from spots, scrubbed
regularly and dust free.
Plants are watered are regularly, pruned, areas, rimmed
periodically, and as necessary.
Soil is regularly cultivated, ertized periodically, planted to
prevent eroding.
Plant pests are eradicated; fumigation is conducted on
regular schedule or upon detection of presence of pests.
Pool flooring cleaned, scrubbed as scheduled and
whenever necessary to prevent the growth of algae.
Plants in box) are maintained and replaced as needed.


How to Make Up the Bathroom

Materials Needed
All-purpose cleaner
Hand Brush
Cleaning Cloth
Scouring Pads
Warm Water
Toilet Bowl Cleaner
Rubber Gloves



Purpose/ Other Information

1. Remove all the soiled towels Take them out from the racks
and hand towels
or bathtub and place them in
the linen canvass of the room
boys cart (if used)

This shall be replaced with

fresh ones.

2. Start cleaning the tiles,

Shower, own to the

Scrub them with all purpose

cleaner, water and scouring
pad wipe dry with absorbent
cloth after cleaning.

Scrub to remove dirt and stains

and wipe dry formation of
water marks.

3 Clean and sanitize the toilet


Follow the procedure on the

succeeding page.

4. Scrub the faucet, lavatory

sink, stopper, floor tiles and
shower curtains.

Use a scouring pad in

scrubbing the inner and outer
portion of the lavatory sink,
faucet knobs, rubber ball
stopper, floor tiles and shower.
Then dry it with absorbent

This must be done to remove

stubborn stains, eliminate foul
odor and kill germs and

5. Clean the bathroom wall

Follow procedure in bathroom

wall cleaning

6.Clean the Mirror

Spray it with glass cleaner then The guest can view himself
wipe it with dry cloth.
better from a shiny and well
polished mirror.

7. Wash the drinking glasses (if

this is installed in the

Wash them with soap and

water then dry with clean dry

8. Cleaning the shelves and


Use a dry cloth.

9. Polish all chrome fixtures.

Use metal polish and clean rag. This will remove the tarnish
and will make the metalled
fixture more presentable.

To protect the glasses from

contamination, cover it with
plastic cover or coaster

10. Clean the lavatory stopper

then rinse it with water.

Brush the stopper with an allpurpose cleaner wash it under

the running water.

This helps to remove all hidden

dirt around the stopper

11. Rinse the lavatory ink

Pour water around the sink

from under the rim up to the

No dirt should be left behind in

hidden areas.

12. Dry and polish the faucet

and lavatory sink.

Using dry cloth; wipe all

surfaces of the lavatory sink
and stopper. Then polish the

This will prevent water marks

and will make the sink look

13. Install the faucet knobs

Screw the knobs using a


To tighten the knobs and keep

it in its original shape.

Cleaning of Bathroom Wall



Purpose/ Other Information

1. Wet the surface.

Splash it with warm water.

This will soften the dirt.

2. Apply all-purpose cleaner

Scrub the cleaner unto all

surfaces starting from upper
portion to download portion.
Brush in between marbles.

The use of cleaner makes

cleaning more through and
likewise deodorizes the surface
of the walls

3. Rinse the surface.

Splash it with warm water

from top to downward portion.

To wash away dirt.

4. Dry and polish the surfaces.

Wipe the whole surface with


This is necessary to wash away

softened dirt.

Cleaning of Toilet Bowl



Purpose/ Other Information

1. Flush the toilet bowl

Splash it with warm water.

This will soften the dirt

2. Pour the toilet bowl cleaner.

Squeeze the cleaner unto the

surface and inner side of the
toilet bowl

To disinfect and deodorize al

portions including the hidden
surfaces of the bowl.

3. Leave toilet bowl cleaner to

soak ( at least for 2 minutes)

Close the cover after applying

the bowl cleaner

To soften the soil and make it

easier to move.

4. Clean the toilet bowl

Use a brush, move around the

bowl from under the rim up to
the bottom.

To remove all hidden dirt

under the rim.

5. Flush it again.

Pull the valve downward.

To rinse the bowl.

6. Clean the toilet seat and


Brush and clean with all

purpose cleaner then wipe
them with a damp cloth.

To remove dirt and

watermarks, urine and waste

7. Clean the outside part of


Wipe from the top to bottom

with a cleaning solution.

Use a solution to soften the

soil, thus making it easier to

8. Dry and polish the bowl.

Wipe all surfaces with a cloth

starting from top to bottom.

To prevent water marks to form

into the surface.

9. Close the toilet bowl cover.

Put the seat cover gently to the

toilet bowl.



The condition of floors depends on how well are

cleaned and maintained. Without proper maintenance,
floors will wear easily and will lose their beauty.
Bigger expense is incurred when floors are made to
undergo frequent repair or replacement.
Floor should not only look clean and shiny, but
should also be in good condition not broken, torn or
damaged so as not to cause accidents. Cracks splinter
and other problems should be repaired as soon as
possible. Loose or defective floor tiles should be

Types of Floors

Daily Maintenance

1.Hard floorsMarble and cemented floorsMixed

i.e., pebbles, crazy cut, etc.,

Sweeping dailyDamp mopping as

neededPlain polishing dailyStripping and
Finishing periodicallyBrushing with a push
brush wet moppingWet mopping

2.Vinyl/ Resilient Floors

Sweeping dailyDamp mopping as

neededSpray buffing and polishing as needed
Vacuuming of corners - daily

3.Wood and Parquet

Sanding initial applicationSweeping daily

Spray buffing and polishing as
neededVacuuming of corners dailyDust
mopping daily


Vacuuming dailyShampooing when heavily

soiledExtraction When the soil has penetrate
the inner layers which can only be removed by
way of extraction.

Types of Floors and Maintenance

Types of Floor Cleaning

Equipment needed

1. Sweeping removing dirt and trash from

floors using sweepers and dust pan.

Sort broom for fine surfaces like cemented

floors, vinyl.Stick broom for hard Surfaces like
groundsCarpet sweeper for carpets.

2. Dust mopping Dusting away dirt on floors

using mops.

Dry mop with handle.

3. Damp mopping mopping the floor with

lightly wet mop to clear the floor of dirt
and soil.

Mop with handle Mop must be squeezed tightly

on the wringer to prevent drippingMop wringer

4. Spray Buffing Spraying the floor with a buff

finish to retouch it and to keep the gloss.

SprayerBuff finishSteel woolNylon Pads

5. Plain Polishing

Floor Polisher Machine for manual polishing

use abaca foot pad;And coconut husk.

6. Floor Stripping requires application or

Stripping solution.

Finishing Mop with handle Mop wringer

7. Finishing Floors performed on floors

Carpet extractor

8. Extraction is the process of extracting

Carpet Extractor

9. Wet mopping mopping the floor using

Mop Mop wringer.

10. Shampooing removal of embedded dirt

Push brush Carpet Shampoo, Pail of water

that are stripped of old wax and dirt and

sealed for protection. The Finishing is
accomplished through the application of
wax or floor shine and polishing
thereafter using a floor polisher.
deeply embedded dirt and soil in carpets
especially those in inner layers that can
not be removed by shampooing.

highly wet (but not dripping) mop.

and stains using carpet shampoo either

manually or by the use of a machine.
This process applies to carpets.


Vacuuming elimination of embedded

dirt on floors using a vacuum clear.

Ordinary vacuum cleaner or Hydro- vac (wet

and dry vacuum for wet and dry surfaces.

Making-Up a Bed

Needed Supplies

Bed pad
1st bed sheet
2nd bed sheet
3rd bed sheet
bed cover
Pillow with pillow



on top of the mattress
on top of the bed pad.
on top of first bed sheet
on top of the 2nd bed sheet
on top of the blanket

one for single bed
2 for double bed

on top of the finished bed

Pillow is encased with pillow
case to be placed at the head part.




Purpose Additional

1. Lay down the bed pad on Place it on top of the mattress,

the bed.
center it and smooth it tucking
in the garter on the corner.

Bed pad is intended to protect

the mattress from stains.

2. Lay down the first bed


Place it evenly on top of the

bed pad with the center down;
tuck in the sheet under the
mattress at bed. Miter all
corners then tuck in the
undersides of the sheet tightly
covers the mattress.

This bed sheet is intended to

cover the bed pad. if tightly
done, the sheet will not easily

3. Lay down the second

bed sheet.

Place it is such a way that the

finished side of the hem is
faced down at the head of the
mattress.The sheet must be
centered in such a way that the
top of the sheet is pulled even
with the headboard

This is not only beautiful to look

at but is also designed for the
guest convenience.

4. Lay down the blanket

Put on top of the second sheet

about 6 inches away from the
edge of the mattress (head

This will make the bed appear

neat and clean.

Make Up of Check Out Rooms

This job should be executed immediately

by the Floor Supervisor and the assigned
room boy once the room is the guest.

Materials needed: Room boys cart,

equipped with amities and supplies



1. Check for items left by guest

If there are any, surrender them

to the housekeeping office and
fill up the Lost and Found Form.

Guest may return to claim the lost


2. Pull the curtains or blinds

Pull through the pulley.

This makes the room brighter and

more visible during the make up.

3. Adjust aircon to desired


Adjust to desired coolness

through the thermostat control.

Room must already be cool once

guest enters the room.

4. Remove soiled dishes used

during room service.

Place them at the service station

for pick up or bring them to the
dishwashing area.

Leftovers and soiled dishes can

cause pest infestation and foul odor.

Vacuum or shampoo the carpet

and upholstered furniture

Vacuum if lightly soiled and

shampoo if heavily soiled.
Follow standard procedures for
vacuum cleaning or

Dust all furniture

Include baseboards window

sills, mini-bar racks, bottles,
wooder, trays, etc.For mirrors
and window glass use cloth
and polishing chemical.

Make sure that all dusts and

dirt are removed.Follow
standard procedures in dusting.

Polish mirror and all other

metaled fixture.

For metaled fixture like switch

plates, door knobs, thermostat
control, use metal polish.

Metal polish can remove

tarnish and restores the shine
and glow of the metaled

Replenish all room supplies.

Install items following

standard quantity and specified

Refer to standards of amenities


5. Empty all ashtrays and waste Empty them into the trash bag
of the cart (if used), wash with
soap and water, then wipe dry
with dry cloth.Should there be
any valuable thrown into the
basket, pick it up and surrender
it to the housekeeping

Trash must be promptly

eliminated since they can breed
pest infestation and cause foul
odor.Lost and Found items are
to be recorded in a lost and
found form and in a logbook
(see form)

6. Wash and wipe dry drinking


This is done to prevent

bacterial contamination.

Rinse first with hot water then

wash with soap and water;
wipe dry, then wrap with a
glass bags.

7. Clean thermos jug then refill Clean with soap and water by
with cold water
using brush, then refill with
iced water.

This is to prevent bacterial


8. Strip the bed of linen and

pillowcases and replace

Place soiled items into the

linen canvass of the cart. Get
fresh ones from the cart to
replace the soiled ones.

Soiled linen are to be

replenished daily.

9. Make up the bed.

Follow standard procedures for

bed make up.

When are Rooms made Up or

1. Daily, unless the guest refuses a room make-up as
when a DO NOT DISTURB sign is hanged on
the door knob of the guests room.
2. Whenever a room is vacated through checkouts.
3. Whenever there is a make-up request. The guest
usually hangs in the door knob the sign

10. Make up the bathroom

Follow standard procedures for

bathroom make-up.

11. Fix the curtains

Close the light curtains

completely. for the heavy ones,
leave a distance of about 1

To prevent the sunrays from

penetrating the rooms, thereby
maintaining the room

12. Check the overall condition

of the room, including
installed fixtures and

See if the room is properly

cleaned and make-up and
nothing is left unattended.Also
check the working condition of
TV, shower, etc. Check for
safety hazards. Report any
deficiency to your supervisor
for her to make service request.

The room boy will be

answerable if there is any
defect that is left un-attended
due to his negligence in
making a thorough inspection.

13. Close the door.

Executing a Turn Down or Night

This procedure is done late in the afternoon by the

night service room boys.
Materials needed: Room boys cart, complete with
stock of supplies and amenities.




1. Roll the room boys cart

complete with supplies
towards the guest room.

Place the cart in front of the


Room make up becomes faster

and more efficient when a cart
is used for transporting
supplies and amenities to the
guest rooms.

2. Active the door bell or

knock gently

Give few seconds in between

knocks or in activating the

Loud, repeated sound can be

irritating to house guests.

3. Empty and wash the ashtray.

Wipe with dry cloth.

To make it look clean and


4. Wash soiled drinking glasses Wash them with soap and

water and wipe dry with clean

5. Check the bathroom

Change soiled towels with

fresh cones.

6. Turns off the lights but leave At least one lamp makes the
one lamp on.
room visible.

One lamp is enough to

conserve energy.

7. Hang the make-up sign.

Hang it from the door knob.

8. Draw the heavy curtains


Pull the curtain pulley (if any)

9. Refill the jug.

Refill the jug with water and


10. Remove room service tray

if there is any.

To make it convenient for the

guest to get inside the bed,
without the hassle of unfolding
the bed cover.

Un-cleared leftovers can breed

bacteria and foul odor inside
the room.

11. Replenish the towels.

Use fresh ones.

12. Check the garbage can

See if there is trash and empty Trash, especially left-over

it into the trash bag of the cart, foods cause foul odor and
(if a cart is being used). If there breeds bacteria.
is no cart, dispose them
directly to designated disposal

Inspecting a Vacant, Check Out


This task is performed by the Floor Area Supervisor

before the room is sold for occupancy.




1. Have pen and paper ready.

Place them in your clipboard.

For you to write your


2. Activate the doorbell or

knock gently.

Press the button ( for door bell) This must be done before
entering the room to check if
there someone inside.

3. Proceed with the chain lock.

Hold it to check whether the

installation is firm.

This lock is an added security


4. Do the inspection clockwise or

counter clockwise.

Begin form the closet door to the

luggage rack, then to the writing
table, coffee table, and beds down
to the bathroom.Concentrate on
one area of the room first before
going to the other areas. Check the
closet door if it is swinging,
derailed, or has scratch
marks.Check the closest light if it
is in working condition. Check the
hangers and place all hooks in one

Do it part by part so as not to miss

any item. Any defect, no matter
how minor can become a cause for
complaint. Find out if there is a
need to change the bulb or if any
repair is needed.

5. Check the shoehorn inside the

closet ( if available)

See if the hook hangs on shoehorn.

Make sure there are 2 pieces of

shoe cloth inside.

6. Proceed to the luggage rack

Find out if there are dusts or

scratches that need
attention.Check the drawers for
any item left by the guest and
if there is any; surrender it to
the lost and found
section.Check the cleanliness
of any picture frame hanging
on the wall.

7. Check the condition of the

television (TV) set.

Switch it tune to the different

channels to check if it in
working condition. Remove all
dust on top of the TV. Should
there be any defect, inform the
supervisor who will make a
request for repair.

Complaints and room

amenities can be avoided when
everything is checked before
guest occupies the room.

8. Check the cleanliness of the

writing table.

Check for dust and stains and

laundry list are available.

A dirty table is an eyesore.

Check for dust and scratches.

9. Check the laundry


Find out if the needed items

like laundry bags and laundry
list are available.

These items are used by the

guest when making request for

10. Check the coffee table.

Make sure that the table is

equipped with an ashtray and a
match. The match should be
positioned against one side of
the ashtray with the logo
prominently showing.

Check whether the easy chairs

are properly placed at the sides
of the table. Also check
whether magazines underneath
the coffee table are properly set

11. Check the Nite table (if

used) telephone, radio and
alarm clock.

Make sure that all parts of the

Nite table, including the bulb,
body, etc. whether the bulb is
in working condition, and
equipped with the right
wattage. Telephone should be
disinfected with alcohol or

Any defect or damage should

be immediately referred to the
facilities maintenance section
for corrective action.

12. Check the beds.

Check whether the linen is

fresh and properly installed.

13. Check the air-con

Check whether air-con is in

working condition.

14. Check the bathroom.

Check the mirror and marble

walls for dust and
scratches.See if mirrors are
properly cleaned or polished.
Check whether fixtures have
water and soap marks.Check
supplies like towels and facial
and toilet tissues toilet if they
are complete or need to be

Find out if there is any defect

in tiles, walls, sink, and
lavatory and indicate any
defect in the report. Make
service request immediately
after the room check.

15. Release or declare the

If everything is in order and
room vacant and ready for sale. amenities are complete and
properly installed, then the
room is declared vacant and
ready for occupancy

Rooms are not supposed to be

sold for occupancy unless until
they are thoroughly checked
for cleanliness and safety and
that the required amenities are
properly installed and not

Make a room status report.

This report goes to the desk

clerk to serve as guide in a
assigning rooms to the guests.

Indicate in the room status

chart the status of the room
asvacant ready if everything
is in order. If there is a defect,
place OOO (out of order).

The health and safety of guests and house occupants is a
moral responsibility of any hospitality establishment. It is
therefore necessary that cleanliness and sanitation be
consistently maintained to protect guests and occupants from
bacterial contamination that can cause illness and disease. Any
outbreak of food poisoning or other diseases that emanate
from unhygienic conditions in a hotel can mean an
irresponsible damage to the reputation of the company, a loss
of patronage. There is also a risk of losing a government
license if the hotel is sued for damages. Dirty surrounding,
equipment, and untidy personnel are certainly a bad
advertisement to any eatery, hotel, lodging house or any
hospitality establishment.

What is Sanitation

Sanitation refers to the maintenance of healthy and hygienic

condition that is free from disease-causing organisms.
What appears to be clean may always be sanitary.
CLEAN means free from visible soil or dirt while SANITARY
means free from disease-causing organism and other harmful
contaminants which are often not visible to the eyes. One can
find linen that is without a spot, a glass that sparkles and a sink
that is wiped-clear of dirt. But these objects, although clean on
the surface, can in fact harbor invisible disease agents or
harmful chemicals. They may not sparkle on the surface, but
they are free of disease agents and are therefore SANITARY if
they have been sanitized.

What are Microorganisms and how

do they multiply?

The word microorganism is coined from the Greek word micro (meaning small) organism
(meaning living being) Microorganisms are tiny, living and active beings that rapidly multiply
in numbers. These minute forms of life can only be seen with the aid of a microscope. They
are alive, take in nourishments, discharge waste and reproduce rapidly if given the right
conditions. The cell enlarges and then divides into two. Each of the two bacteria may divide
into more cells and so on. The multiplication process may occur several times in an hour,
resulting to tremendous increase of bacteria, up to billions, if not controlled.
Micro - organisms can live anywhere a human being can. They can be found in
abundance in or nearly every particle of life on earth. They survive in hotter or colder
temperatures and a wider range of atmospheric condition than do human. Generally speaking,
they thrive in a warm, moist environment that is neutral or slightly acidic. They multiply
slowly and lower temperature but freezing does not kill them. It only inhibits their growth.
High temperature (heat) could kill most bacteria but some would even survive an hour of
The growth of bacteria is also inhibited in very acidic media. That is why vinegar and
citrus fruits are virtually never vehicles for disease-causing bacteria. Many foods like meats
are favorable for the growth of bacteria.
When a house or building is not properly maintained in terms of housekeeping, it
invites microorganisms or bacteria as well as pests and provides conditions for them to
multiply rapidly. When this happens, occupants become susceptible to various forms of illness
and disease like H-fever, typhoid, fever, malaria and other fatal ailments.

Bacteria breeds in unsanitary, moist and slightly

acidic environment like:

Dirty surroundings
Wet, un-disposed and uncovered garbage
Stagnant and dirty water
Crowded places like storerooms that are dirty.
Un-disposed, uncovered left-over foods
Dirty and un-sanitized containers, pans, and

Prevention of Bacterial

To prevent the entry and proliferation of bacteria in a house or building,

unsanitary conditions must be eliminated by way of:

1. Keeping all parts of the house clean and free of dirt. Cleanliness and order must be seen in all
corners, surfaces, under the fixtures, baseboards and furniture, in the ceiling, stockroom, inside
cabinets, and drawers, bathrooms, kitchen, grounds, lounges, and bedrooms.
2. Stagnant water in cans, pails, and drums (if one is used) should always be covered so that it does
not become a breeding place for mosquitoes. Insects are carriers of disease-causing microorganisms.
3. Moist foods and food leftovers must be wrapped in plastic before they are thrown into garbage.
4. Since bacteria thrive in moist media, wet garbage must be contained in garbage cans that are
underlined with plastic, to be tied, and then disposed immediately. They should always be kept
covered to prevent the entry of insects.
5. Storerooms and closets must not be crowded and should be cleaned and fumigated from time to
time. Unnecessary and unutilized materials only serve as trash and must therefore be eliminated.

6. All critical areas for public use like sinks, washrooms should always be sanitized with sanitizing
chemicals to kill existing bacteria.
7. Re-usable personal items like glasses, cutleries and other eating utensils should not just be
washed with soap and water but must also be sanitized from time to time with sanitizing
detergents. Same thing must be done with linen like towels and bed sheets.
8. Personal items (glasses, linen, cutleries, etc.) used by sick people should be segregated and also
sanitized to protect other house occupant from contamination.
9. Housekeepers are advised to protect themselves from contamination by using protective
devices. Hand gloves maybe used for cleaning or sanitizing comfort rooms or lavatories and face
masks when doing a fumigation to protect a person from inhaling chemicals.
10. All entrance and windows must be covered with protective screen to prevent the entry of
11. Automatic locks are also advised. Likewise, holes in walls, ceiling and else where are possible
source of entry of rats and cockroaches and must be patched up immediately.
12. Protect the food from insects by covering them or by placing them inside refrigerators when
not being served or not consumed immediately.
13. Perishable foods should be stored in appropriate temperature to prevent spoilage.

14. All utensils, containers and equipment used for cooking and serving must be washed and if possible
sanitized immediately after using since the food residues in them can be a breeding place of bacteria insects.
15. Avoid serving with bare hands, use serving spoon. Sick people must not be allowed to serve or look foods.
Utensils used for tasting must be set aside immediately.
16. Patch up all holes in every pert of the house especially in corners and ceilings since they become an entry
point and hiding places of insects.



Garbage Containers

1. Garbage and refuse must be kept containers that:

* are durable
*are easily cleanable
* are insect-proof
* are rodent-proof
* do not leak
* do not absorb liquids
2. Plastic bags and wet-strength paper bags may be used to line these
containers. These bags may also be used for storage inside the food service
3. Cover all containers used in food preparation and utensil-washing areas.
4. Containers stored outside the establishment must be:

Easy to clean

Provided with tight-fitting lids, doors, or covers

Kept covered when not in actual use.

Garbage Storage
1. Store garbage and refuse in a way that insects and rodents can not get into
2. Do not store unprotected plastic bags, wet-strength paper bags or garbage
outside the building.
3. Cardboard or other packaging materials that do not contain garbage do not
have to be stored in covered container.
4. Garbage or refuse storage rooms must be made of easily cleanable nonabsorbent, washable materials.
5. Rooms must be kept clean, be insect-proof and rodent-roof, and must be
large enough to store the garbage and refuse container that accumulate.
They should also be clean and covered from public view.
6. Store outside garbage/ refuse containers, dumpster, and compactor systems
on a smooth surface of non- absorbent material, such as concrete or
machine-laid asphalt that is kept clean and in good repair.

Keep drain plugs in containers designed with grains, in place at all

times, except during cleaning
Provide enough containers to hold all the garbage and refuse that have
Clean containers frequently to prevent insect and rodent attraction.
Clean thoroughly on the inside and outside.
In washing containers, provide suitable facilities, including hot water
and detergent or steam.
Liquid waste derived from compacting should be disposed of as sewage.

Refuse Disposal
1. Garbage and refuse must be disposed of often enough to
prevent odors and the attraction of insects and rodent.
2. Keep areas around incineration facilities clean and orderly. It
garbage or refuse is eradicated by burning, use legal,
controlled incineration that prevents particles from entering
the atmosphere.
3. Do not place food scraps in protected sanitary container.
4. Do not allow containers to overflow.
5. Do not stack refuse containers.
6. Report broken or refuse containers.
7. Keeps hands out of mechanized garbage disposal machines.

Waste Segregation
In the Philippines as well as in most countries,
there is a government mandate that there will be no
collection of garbage unless they are properly
segregated. With the segregation scheme, it will be
easier to identify the proper method of garbage
disposal whether to recycle, to compost or totally
Waste can be segregated as
1. biodegradable and
2. Non-biodegradable.

Biodegradable wastes include organic waste, e.g.

kitchen waste, vegetables, fruits, flowers, leaves
from the garden and paper.
Non-biodegradable waste can further segregated
1. Recyclable waste plastics, paper, glass, metal,
2. Toxic waste old medicines, paints, chemicals,
bulbs, spray can, fertilizer and pesticide containers,
batteries, shoes polish.
3. Soiled hospital waste such as cloth soiled with
blood and other body fluids.

Household waste should be separated daily into different categories of

waste such as wet and dry waste, which should be disposed of separately.
One should also keep a bin for toxic wastes such as medicines, batteries,
dried paint, old bulbs and dried shoe polish. Wet waste, which consists of
leftover foodstuff, vegetable peels, etc., should be put in a compost pit and
the compost could be used as manure in the garden. Dry waste consisting
of cans, aluminum foils, plastics, metal, glass and paper could be recycled.
Toxic and soiled waste must be disposed of with utmost care. Certain items
are not biodegradable but can be reused or recycle. In fact, it is believed
that a larger portion can be recycles, a part of it can be converted to
compost, and only a smaller portion of it is real waste that has no use and
has to be discarded.

Recycling and Segregation of Waste

Recycling means separating, collecting, processing,

marketing and ultimately using a material that would
have been thrown away. For example a glass is 100%
recyclable and can be used over and over with no loss
in quality. The process of creating new glass from old
is also extremely efficient, producing virtually no
waste or unwanted by products.
Quality product and packaging are being made from
recovered materials. We can all help create markets
for recyclables by buying and using these products.

Advantages of Recycled:
1. Recycling minimizes the use of landfills and
incinerators in reducing waste.
2. Recycling protects our health and
environment when harmful substances are
removed from the waste stream.
3. Recycling conserves our natural resources
because it reduces the need for materials.

Goods Made of Recycled Materials

One way of reducing waste is for lodging establishments to select items in packages
and containers made of recyclable materials such as:
1. Paper newspaper, office paper, cardboard and other paper types.
2. Yard trimming grass, leaves, and shrub and tree clippings are recycled by
3. Glass bottles and jars (clear, green, and amber).
4. Aluminum beverage container.
5. Other metals steel cans, auto bodies, refrigerators (coolants such as Freon typically
require special recovery and recycling procedures), and stoves
6. Batteries - both dry cell (toy/watch/flashlight batteries) and wet cell (vehicle
7. Used motor oil vehicle crankcase oil and oil filters.
8. Plastics soda bottles, milk jugs, bags and detergent containers.
9. Other household items such as clothes and furniture are often recycled by donating
them to charities or service groups that will repair and sell them or distribute and use
them. This is more correctly classified as reuse than recycling since the items are
not broken down into their constituent materials and reformed into new products.
Tires are also recycled.

Some measures that are being adopted to

facilitate recycling of waste:
1. Curbside collection. This program offers scheduled pick-up of separated,
recyclable products from the curb like trash collection. The company
performing the pickup service will generally supply homes on the
pickup route with specially marked containers for holding the items to
be collected.
2. Drop-off centers are sites set up for us to leave materials for recycling.
They serve as convenient central pick-up location for processors or
3. Buy-back center pay consumer for recyclables materials. Many people
recycle aluminum cans, plastic, and glass pop bottles at buy-back
4. Waste companies buy recyclables from offices, business, institutions,
school, and industries. They may be contracted by a local government to
provide curbside collection to private homes.

Takes advantage of businesses and organizations

which provide collection opportunities. For examples,
many grocery store collect bags for recycling, garages
often accept used motor oil, auto supply store
typically buy-back used vehicle batteries, and scout
groups collect newspapers as fund raising event.
Think of ways to reduce the amount of material that
gets added to the waste stream. Dont throw away
what you can use again. Leave grass clipping on the
lawn or compost them with other yard and kitchen
waste. Donate unwanted items that are in good, or
least, repairable, condition.


Pest and insects carry disease-causing

organisms. Rodents for instance usually carry
bacteria that can cause food spoilage and food
poisoning. It is therefore important for any
housekeeper to understand how pests breed
and multiply so that appropriate preventive
and control measures can be taken.

Kinds of Pest, Their Biology and

1. Rats, Rodents or Mice

Eat tremendous amount of food of its size

Its hairs and dropping contaminate food
Can cause fire by gnawing electric wiring.
Carrier of disease like typhoid fever and jaundice
Excellent climbers and good swimmers.
Rest in secure places like burrows and double walls
between floors and piles of rubbish.
Can squeeze through a inch hole
Can drop in 50 feet yet survive.
Come in different kinds, color and sizes

Control Measures
1. Maintain proper sanitation. Without food they cannot
survive so do not give them access to food by
covering all food and stagnant water.
2. Cover all possible entrances by using screen, by
patching up holes and by closing doors all the time.
3. Use rat poisoning or rat baiting to eliminate rats.
4. Destroy their hiding places like crowded storerooms.
Decongest the stockroom, fumigate and keep them
5. Use rat proofing to get rats that are already inside.

Roaches(German, America, Oriental)

They carry disease-causing bacteria on their bodies

and deposit them on food through their excreta, vomit
and bodily contact.
The female lays 25-40 eggs depend at one time,
enclosed in a leathery pouch called ootheca (she lays
80-120 ootheca)
Hatching of their eggs depends on the temperature
and ranges from 4-5 weeks or 32-42 days.
Flattened bodies allow them to hide in narrow crack ,
crevices, cabinets, hallow walls, plumbing areas, dark
places and hard to reach areas.

Control Measures
1. Preventive proper sanitation, preventive of
entrances and elimination of harborages.
2. Corrective application of liquid pesticides
like residual knockdown and spray
3. Through and frequent treatment is

3. Flies

Carriers of bacteria that cause variety of human

diseases like typhoid, dysentery, diarrhea,
They feed on human and animal wastes; their
bacteria stick to mouth foot and hair and are
deposited in the food intended for human
They lay eggs 150 at one time; hatch in 24 hours
or less and within 10 days after emergence from

Control Measures
1. Start with sanitation, follow proper cleaning
procedures, and promptly remove wastes from the
2. Keep all garbage cans covered. Once disposed, clean
the can thoroughly
3. Treat all breeding places with larvicide.
4. Use residual spray, poison baits and space spraying
5. Open and clean floor drains at least weekly.
6. Food particles must not accumulate in floor walls and

4. Mosquitoes

Blood-sucking insects that annoy man and other animals.

They do not only transmit various diseases like malaria,
yellow fever but they also make potential recreational areas
unsuitable for development.
Female mosquitoes usually need a blood meal in order to
survive and lay eggs. Males do not feed on the blood but on
nectar and other plant juices.
Eggs laid in pools, growing plants, canals, empty barrels,
tin cans, etc. hatch in one to 3 days depending upon
weather conditions. Two or three days after emergence, the
female mosquito takes her first blood meal and now ready
to deliver the first batch of eggs, ranging from 15 to 140 or
an average of 57. Average life span is 30 days.

Control Measures
1. Remove stagnant water. Drain the pool or drum of
2. Employ mechanical control like screens and
mosquito nets.
3. Utilize larvae control. Pour larvicide chemical like
kerosene and malathion on canals and other
bleeding places.
4. Utilize residual/knockdown spraying of non-toxic
chemicals. Methods of application may take the
form of space sprays, residue or smokes.
5. Apply repellant chemical.

General Control Measures

1. Take proper measures to minimize the presence of rodents, flies, cockroaches and
other insects around the premises.
2. Keep the premises in a condition that prevents the hiding or feeding of insects or
3. Implement a strong housekeeping program with the help of a licensed, reliable pest
Control Company.
4. Opening to the outside must be protected against the entrance of rodents and flies

Using tight-fitting, self-closing doors

Closing windows
Installing Screen
Controlling air currents
Other means

Screen doors must be self-closing. Screens for windows, doors, skylights,

transoms, intake and exhaust air dusts, and other openings to the outside must
be tight fitting of breaks.

Use of Pesticides/Insecticides
Pesticide label:
Highly toxic danger (poison) skull/cross
Moderate low warning (poison) skull/cross
Lightly toxic caution (poison) skull/cross
Relatively non- toxic caution

Methods of Application of
1. Spraying refers to dispensing of pesticide
on affected areas by the use of sprayer or
compressed air sprayer.
2. Misting releasing pesticide chemicals with
the use of misting machine.
3. Fogging makes use of a gaseous form of
pesticide coming from a fogging machine
that can reach high/unreachable areas.