housekeeping program 101 for hotel

1. HOUSEKEEPING 101
Maricor A. Hernandez, LPT

2. HOUSEKEEPING
is often one of the most neglected areas in the
operation of hotels, resorts and lodging
establishments. The word "housekeeping"
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.

3. 5S OF HOUSEKEEPING
 SEIRI– ( Sort);-throwing away what does not work and keeping
what does work.
 SEITON – ( Set in order);- giving everything its own place so it
can be easily accessed when needed.
 SEISO – (Cleaning up); getting rid of waste and making the
operation shine.
 SEIKETSU – ( Standardized) this is the maintenance phase;
keeping things clean and in order.
 SHITSUKE – (Sustain)this is self-discipline; taking pride in what
has been accomplished and adhering to the standards set forth in
the first four steps
-involves the principle of waste --
elimination through workplace
organization.

4. TYPES OF HOUSEKEEPING

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

6. INSTITUTIONAL-
applies to housekeeping maintenance
commercial lodging establishments like
hotels, resorts, inns and apartels. Areas
includes the guest rooms hallways and
corridors, lobby, public areas and
restaurant , offices, stairways, grounds and
plants , linen and laundry area , pest
control.

7. 5 AREAS OF HOUSEKEEPING
MAINTENANCE

8. 1.PUBLIC AREAS
 1.Lobby
 2. Corridors
 3. Function rooms( conference room, social hall, etc.)
 4.Offices
 5. Grounds and garden landscape
 6. Reception area
 7. Hallways
 8. Other areas accessible to public

9.  Guestrooms
 Hallways in guestroom areas
 Service station
 Linen room
II. ROOM MAINTENANCE

10. III. LINEN & LAUNDRY SERVICES
 Guest Laundry
 Uniform of staff (if allowable)
 Linen used for food / Beverage operations

11. IV. Installation, Cleaning and
Maintenance of Fixtures and facilities
like furniture and appliances
V. PEST CONTROL

12. GOOD HOUSEKEEPING STANDARD
 Cleanliness
 Orderliness
 Sanitation
 Guests and Clients' Comfort
 Safety & Security
 Materials Control and Preventive Maintenance
 Guest Confidentiality

13. KEY TERMS USED IN THE
HOTEL

14.  Housekeeping Status report : A report prepared by the
housekeeping department to indicate the current status of
each room, based on a physical check.
 Preventive maintenance: A systematic approach to
maintenance in which situations are identified and corrected
on a regular basis. This will help to control costs and keep
larger problems from occurring.
 Room Status Discrepancy: A situation in which the
housekeeping department's description of a room status
differs from the room status information at the front desk.

15.  Routine maintenance: Activities related to the
general upkeep of the property that occur on a regular
basis, This also requires minimal training or skills to
perform.
 Schedule maintenance: Activities related to the
general upkeep of the property that are initiated
through a formal work-order.
 DND Card: A do not disturb card is hung outside the
room to inform hotel staff or visitor that the occupant
does not wish to be disturb.
 Double Locked (DL): An occupied room in which the
deadbolt has been turn to prohibit entry from the
corridor. Only a grand master key or an emergency
key can open it.

16.  DNCO (Did Not Check Out): The guest made arrangements to settle
his or her account (and thus is not a skipper), but has left without
informing the front office.
 Turn down Service: A Special service provided by the housekeeping
department in which a room attendant enters the guest room in the
early evening to restock supplies, tidy the room and turn down the
covers of the bed.
 Deep cleaning: intensive or specialized cleaning undertaken in guest
rooms or public areas, often conducted according to a special schedule
or on a special project basis.
 Area inventory List: A list of all items within a particular area that need
cleaning by or attention of housekeeping personal.
 Frequency Schedule: A schedule that indicate how often each item on
an area to be cleaned or maintained.

17.  Non - Recycled inventories : Those items in stock that are
consumed or used up during the course of routine housekeeping
operations. Non-recycled inventories including cleaning supplies,
small equipment items, guest supplies etc.
 Recycled inventories: Those items in stock that have relatively
limited useful lives but are sued over and over in housekeeping
operations. Eg: Linen, uniforms, major machines etc and guest
rentable objects.
 Par Number: A multiple of the standard quantity of a particular
inventory item that represents the quantity of the item that must be
on hand to support daily routine housekeeping operations.
 Floor Par: The quantity of each type of linen that is required to
outfit all rooms serviced on that floor.

18.  Master Key: A Key which opens all guest room doors which are not
double locked.
 Grand Master / Emergency Key: A Key which opens all guest rooms
and doors even when they are double locked.
 Guest room key: A Key which opens on one guest room when it is not
double locked.
 Room inspection: A detailed process in which guest rooms are
systematically checked for cleanliness and maintenance needs.
 Amenity: A service or item offered to guests or placed in guestrooms
for convenience and comfort, at no extra cost.
 Back of the house: The functional areas of the hotel in which
employees have little or no guest contact, such as the engineering and
maintenance department, laundry room and so on.

19.  Master Key: A Key which opens all guest room doors which are not
double locked.
 Grand Master / Emergency Key: A Key which opens all guest rooms
and doors even when they are double locked.
 Guest room key: A Key which opens on one guest room when it is not
double locked.
 Room inspection: A detailed process in which guest rooms are
systematically checked for cleanliness and maintenance needs.
 Amenity: A service or item offered to guests or placed in guestrooms
for convenience and comfort, at no extra cost.
 Back of the house: The functional areas of the hotel in which
employees have little or no guest contact, such as the engineering and
maintenance department, laundry room and so on.

20.  Back to back: Describes a heavy rate of check outs and
check ins on the same day, so that as soon as room is
made up, a new guest checks into it.
 Make up: Servicing of the room while a guest is
registered in the room.
 On-change: The guest has departed, but the room has
not yet been cleaned and readied for re-sale.
 Buffing: To smooth the floor with a low speed floor
polishing.
 Burnishing: Polishing the floor with a high speed floor
machine to achieve an extremely high gloss.
 Cleaning supplies: Cleaning agents and small cleaning
equipment used in the cleaning of guestrooms and public
areas in the hotel.

21.  Luggage rack: A furniture item provided in guestrooms for
placing the guest’s luggage on.
 Mitering: A method for contouring a sheet or blanket to fit
the corner of a mattress in a smooth and neat manner.
 Vacant and ready: The room has been cleaned and
inspected and is ready for an arriving guest.
 Out-of-order: The room cannot be assigned to a guest. A
room may be out-of-order for a variety of reasons including
the need for maintenance, refurbishing, and extensive
cleaning. (Out Of Order Vs Out Of Service )
 Lockout: The room has been locked so that the guest
cannot re-enter until a hotel official clears him or her.

22.  Hand Caddy: A portable container for storing and transporting
cleaning supplies and equipment.
 Check-out: A room from which the guest has already departed /
vacated / checked out.
 Due Out: A room which the guest is due to checkout that day.
 Stay Over: The guest is not expected to check out today and will
remain at least one more night.
 Occupied: A guest is currently registered to the room.
 Sleep-out: A guest is registered to the room, but the bed has not
been used.
 Skipper: The guest has left the hotel without making
arrangements to settle his or her account.
 Sleeper: The guest has settled his or her account and left the
hotel, but the front office staff has failed to properly update the
room’s status.

23. ROOM STATUS TERMINOLOGY /
DEFINITIONS FOR HOTELS
 Occupied: A guest is currently occupied in the room
 Stay over: The guest is not expected to check out today
and will remain at least one more night.
 On-Change: The guest has departed, but the room has not
yet been cleaned and ready for sale.
 Do Not Disturb: The guest has requested not to be
disturbed

24.  Cleaning in Progress: Room attendant is currently
cleaning this room.
 Sleep-out: A guest is registered to the room, but the bed
has not been used.
 On-Queue: Guest has arrived at the hotel, but the room
assigned is not yet ready. In such cases, the room is put on
Queue status in-order for the housekeeping staff to
prioritize such rooms first.
 Skipper: The guest has left the hotel without making
arrangements to settle his or her account.
 Vacant Ready: The room has been cleaned and inspected
and is ready for an arriving guest.

25.  Out of Order (OOO): Rooms kept under out of order are
not sellable and these rooms are deducted from the hotel's
inventory. A room may be out-of-order for a variety of
reasons, including the need of maintenance, refurbishing
and extensive cleaning etc.
 Out of Service (OOS ): Rooms kept under out of service
are not deducted from the hotel inventory. This is a
temporary blocking and reasons may be bulb fuse, T V
remote not working, Kettle not working etc. These rooms
are not assigned to the guest once these small
maintenance issues are fixed.
 Lock out: The room has been locked so that the guest
cannot re-enter until he or she is cleared by a hotel official.

26.  DNCO ( did not check out): The guest made
arrangements to settle his or her bills ( and thus not a
skipper), but has left without informing the front desk.
 Due Out: The room is expected to become vacant
after the following guest checks out.
 Check-Out: The guest has settled his or her account,
returned the room keys, and left the hotel.
 Late Check out: The guest has requested and is
being allowed to check out later than the normal /
standard departure time of the hotel.

27. COMMONLY NEGLECTED CLEANING
AREAS IN HOTEL GUEST ROOMS

28. 1. Area between the bed and the nightstand, where food particles, dirt and
debris may accumulate since this area is usually hidden by the bedspread.
2. Interiors of drawers and wardrobes, where dust may accumulate in the
crevices.
3. Surface below all lamps and other accessories kept on the table, where
dust accumulates because they tend to be overlooked.
4. Tops of all picture frames hung on walls, which tend to gather dust as
they are not easily visible to the eye.
5. Telephone mouthpiece and earpiece which accumulate a dirt if not
cleaned regularly.

29. 6. Top edges and backs of doors, which if not cleaned on a regular basis
may collect a lot of dust.
7. Diffuser grilles of radiators or air-conditioners which can collect
stubborn dirt.
8. Room Ceilings, which may have cobwebs if not attended or cleaned
on a daily basis.
9. Pillows and pillowcases, which should be free of wrinkles or stray
hairs and should have a fresh smell.
10. The general odor of the room, which is often overlooked as the room
should always have a fresh smell.
11. Tiled area next to the shower, which collects grime and shows water
marks if not attended to daily

30. 12. The area under the shower mat which often collects lots of dirt
and fungus.
14. The area behind the toilet bowl, including pipes, cisterns and the
toilet-rolls receptacles, which all provide surfaces and nooks where
dirt settles.
15. The area under the toilet seats and also the rubber bush which
fits to the toilet seat to the toilet bowl.
16. The area under the vanity unit and towel racks, which are hard to
reach and may accumulate a lot of dust and debris.
17. The tiles behind the vanity unit also get water marks and soap
marks easily.

31. CLEANING EQUIPMENT &
SUPPLIES
 FLOOR CLEANING EQUIPMENT
 VACUUM CLEANER-use to eliminate loose soil from carpet.
 FLOOR POLISHER- use in scrubbing , stripping and polishing
hard floor surfaces.
 CARPET SWEEPER- used to pick up a dirt and particles from the
carpet.
 HYDRO VACUUM CLEANER- used for dry and wet cleaning

32. FLOOR CLEANING TOOLS:
 FLOOR MOP
 MOP WRINGER
 FLOOR /WINDOW SQUEEGEE •
 SOFT BROOM AND STICK BROOM-Soft broom is for fine and
flat surfaces like vinyl and wood. Stick broom is ideal for rough
surface like grounds.
 DUST MOP-To be used to dust mop the floor during follow up
cleaning.
 CAUTION SIGN-Warning sign to alert people that the floor is wet
and slippery and they should not step on it. It is a tool for the
prevention of slips and injuries.

33. OTHER CLEANING TOOLS AND
MATERIALS
 ROOMBOY'S CART-Carrier of amenities and cleaning supplies
during room make up.
 CADDY BOX-Container for cleaning chemicals and tools.
 SCOURING PADS
-Green: for scubbing purposes only;
-White: for cleaning painted surfaces, glass mirrors, and porcelain.
Should not be used for painted surfaces, mirrors and glass panels,
nor with scouring powder.
Always make sure the pads are wet before using them.
Wash and rinse after each use. Also rinse at the end of each day to
ensure that there is no soap left on the pads. •

34. CLEANING METHODS
MANUAL CLEANING METHOD
(Which do not require mechanized or
electronic equipment)
MECHANICAL CLEANING
METHOD
(Which require mechanized or
electronic equipment)
1. Sweeping
2. Dusting
3. Damp Dusting
4. Dust Mopping/Dry Mopping
5. Mop Sweeping
6. Spot Mopping
7. Wet Mopping/Damp Mopping
8. Manual Scrubbing
9. Manual Polish
10.Stripping
11.Spot Cleaning
1. Suction Cleaning/Vacuum Cleaning
2. Spray Buffing
3. Polishing
4. Scrubbing
5. Laundering
6. Dry Cleaning

35. MANUAL CLEANING METHODS - WHICH DO
NOT REQUIRE MECHANIZED OR
ELECTRONIC EQUIPMENT:-

36. SWEEPING

37.  Sweeping is done to collect dust when the floor surface is too rough for
a dust mop.
 Push brooms are used for large areas & corn brooms are best for
corners & tight spaces.
 A broom with a long handle is most suitable ergonomically.
 Start the sweeping process in the back corner of the room or area and
away from the door or exit.
 Use short, smooth strokes and sweep directly into a long-handled
dustpan without dissipating the dust.
 Keep the head of the broom flat on the floor at all times.
 When using a long-handled broom, use smooth strokes to sweep away
from yourself.
 It is important in sweeping to develop a rhythm and ‘bounce’ the push
broom to avoid rolling the bristles under.
 Use the broom to sweep dirt into a small pile.
 Pick up the dirt using dustpan before sweeping further.
 Empty the dirt from the dustpan into the trash bag on your cart.

38. WHY SWEEPING?
Sweeping is not the most efficient, hygienic, or
advanced way of removing dust, as so much of it
becomes airborne.
Sweeping has in many cases been replaced by the
use of suction cleaners now.
Equipment required for sweeping?
A broom, a dustpan, a trash bag and a stocked
pubic-space cleaning cart.

39. DUSTING

40. PROCESS OF DUSTING
 This task requires a systematic and orderly approach for
efficiency & ease.
 Room attendants should start dusting articles at the door
& work clockwise around the room.
 This minimizes the chances of overlooking a spot.
 Always fold the duster three times & then thrice again,
with this method you can get 18 clean folds and thus
making the duster more effective.
 No corners of the duster should be left hanging.
 A soft, lint-free cloth should be used as a duster.

41.  Avoid using old rags, which leave behind their own
dust and lint.
 In all cases, begin dusting from the highest surfaces so
that dust does not fall on items already cleaned.
 In case a dusting solution is used, spray a small
amount onto the cloth.
 Never spray dusting solution directly onto the surface
being cleaned as it can stain or cause stickiness.
 The duster should not be unfolded in the room after
dusting, nor be shaken outside the window.
 Carry the duster away carefully to such a place where
it can be washed & dried

42. DISADVANTAGES OF DUSTING
 Dusting can strip the dust particles and the dust might
settle down in other areas.
 Dust, allergens, and other particles will be floating through
Air when dusting with a dry cloth.
 Never spray dusting solutions directly to the surface as it
might create stain or stickiness.
Equipment & agents required for dusting
 Cloth duster, Micro Fiber Cloths, Feather duster & dusting
solution if necessary.

43. DAMP DUSTING

44. PROCESS OF DAMP DUSTING
 This is the most preferred way of cleaning in hotels as surfaces
can be wiped as well as dusted, removing any sticky or dirty
marks at the same time.
 A suitable lint-free cloth at the correct level of dampness should
be used so as to avoid leaving any smears.
 A Dusting solution can be also used by spraying a small
amount into the dust cloth.
 Damp dusting should be avoided on all electrical and electronic
equipment.
What are the Equipment & agents required for damp dusting?
 Cloth duster, water, plastic bowl, & a neutral detergent if
necessary.

45. DUST MOPPING / DRY MOPPING/ MOP
SWEEPING:

46. PROCESS OF FLOOR DUST MOPPING
 This is the preferred way to remove dust, sand or grit from
the floor.
 If the dust and other substances are not removed from the
floor on a daily basis, they will continually scratch the
surface finish, diminishing its luster, & will eventually
penetrate down to the floor itself.
 Dust- mopping is done with a dust control –mop, that may
or may not be impregnated with cleaning solution.
 Using such a solution stops the dust from rising.
 While dust- mopping, use figure of eight strokes & keep
the mop head on the floor at all times.

47.  Do not drag the mop straight backwards.
 On finishing each figure of eight, swivel the mop
around &, on the return, pass & overlap the areas that
have been wiped by about 8 inches.
 When sweeping in open spaces, clean in long straight
lanes, covering the whole area by moving up & down.
 Use a dustpan to sweep up accumulated thrash.
 Always carry the mop head upwards very carefully
after you are done,& then shake into a bag to clean.

49. CLEANING AND SANITIZING OF BATHROOM /
TOILET SURFACES
Area to be cleaned:
 All bathroom surfaces, sink, tub, tiles, floors and fittings
Usage of this Cleaning Agent:
 Spray directly on the surface to be cleaned
 Leave for 2 seconds
 Scrub if necessary and wipe surface with clean and dry cloth
 Replace cloth regularly

50. ALL PURPOSE CLEANING AGENT
Area to be cleaned:
 All types of floor and walls
Usage of this Cleaning Agent:
 Floor cleaner for glass and floor like Italian marble, Can be used
for wet mopping as well as scrubbing with a machine.
 Wet moping solution to be taken in bucket/mop trolley
 Rinse the mop frequently
 Alternatively use scrubbing machine and pickup direct solution
using a wet vacuum cleaner

51. GLASS CLEANER
Area to be cleaned:
 Windows, mirrors, glass display cases
How to Dilute:
 20 – 50 ml in 1 ltr. water for cleaning all types of glasses and
mirrors
Usage of this Cleaning Agent:
 Spray directly on a dry clean cloth
 Apply to the surface and wipe with a clean dry lint free cloth
 Replace cloth regularly
 Buffing dry

52. FURNITURE POLISH
Area to be cleaned:
 All wooden floors and furnishings
How to Dilute:
 Ready to use, No need to dilute.
Usage of this Cleaning Agent:
 Shake the bottle well before use.
 Spray on a soft dry cloth.
 Apply to the surface evenly and start buffing.
 Buffed the floor / surface to high shine.
 Replace cloth regularly.
Note: Do not use on glasses, floors, stairs and laminated sheets

53. AIR FRESHENER / ROOM FRESHENER
Area to be cleaned:
 Offices. Corridors, washrooms
How to Dilute:
 Ready to use, No need to dilute further.
Usage of this Cleaning Agent:
 Do not spray directly on the floor
 Spray upward into the center of the room as required

54. TOILET BOWL CLEANER
Area to be cleaned:
 Toilet bowls and urinals
Usage of this Cleaning Agent:
 Heavy duty toilet bowl and urinal cleaner.
 Do not use on stainless steel, enamel, marble and tiles.
 Flush around bowl specially around rim and bowl waterline.
 Direct nozzle under toilet rim and evenly over the surfaces.
 Leave for 5 – 10 min.
 Flush toilet.
 Push water level down with toilet brush.

55. FOR REMOVAL OF OIL AND GREASE
Area to be cleaned:
 Oil stained floor
Usage of this Cleaning Agent:
 For wet mopping, take solution, bucket and mop.
 Rinse the mop frequently.
 Alternatively use scrubbing machine and pickup solution with wet
vacuum.

56. REMOVAL OF HARD STAINS FROM
BATHROOM WALLS AND FITTINGS
Area to be cleaned:
 Oil stained floor
Usage of this Cleaning Agent:
 Prevent scale dirt on wall fittings
 Spray directly on the surface to be cleaned
 Leave for 20 sec
 Scrub and drain plain water
 Wipe surface and polish all metal surfaces with clean cloth
 Replace cloth regularly