HOUSEKEEPING - DEFINITION
Housekeeping refers to the upkeep and maintenance of cleanliness and order in a house or a lodging establishment. establishment. Housekeeper is is one who is responsible for administering housekeeping maintenance and that all a ll occupants are made comfortable, safe, and protected. TYPES OF HOUSEKEEPING
1. DOMESTIC HOUSEKEEPING - refers to housekeeping maintenance in a house. It covers bedrooms, bedrooms, kitchen, ki tchen, dining, receiving area, grounds and the surrounding areas within the house. 2. INSTITUTIONAL HOUSEKEEPING - applies to housekeeping maintenance in commercial lodging establishments like hotels, resorts, and inns. It covers the following areas: Guest rooms, hallways and corridors, lobby, public rooms and restaurants, offices, stairways, windows, stores, grounds, linen and laundry area.
Housekeeping Housekeeping job in commercial establishments is more complex to manage as compared to domestic housekeeping.
SCOPE OF HOUSEKEEPING MAINTENANCE
1. Guestrooms Maintenance
Maintaining cleanliness and orderliness in the guestrooms.
Furnishing the room with the necessary amenities and supplies such as bed, linen, appliances, etc.
Attending to service request of house guest.
Keeping the area free of safety hazards.
2. Maintenance of Public Areas
Maintaining cleanliness and orderliness in all public areas which include lobby, corridors, function rooms, grounds, etc.
Maintaining the upkeep of the surroundings of the building by keeping it clean and free of liters.
Maintaining an attractive landscape to enhance eye appeal.
Keeping the public areas free of safety hazards.
Undertaking minor repair like busted bulbs, broken furniture, etc.
3. Maintenance of Linen / Laundry Service
Collecting and delivering laundry items for house guests or in house occupants.
Washing, drying, and ironing guest laundry as well as linens used in banquet functions, food service and guestrooms.
Mending service
4. Washing, Issuance, Repair and Inventory of Employees’ uniforms 5. Installation, Cleaning and Maintenance of Fixtures and Facilities 6. Provision of special services like babysitting, mending, polishing shoes, etc.
HOUSEKEEPING ORGANIZATION
DISTRIBUTION OF HOUSEKEEPING RESPONSIBILITIES
1. Executive Housekeeper or Housekeeping Manager - Responsible for maintaining a smooth and efficient flow of operations in the Housekeeping Department; sees to it that housekeeping maintenance is carried out in accordance with prescribed standards and policies. a. Planning and problem-solving function b. Organizing function c. Leading and Directing function d. Controlling function e. Guest Relations 2. Room Maintenance Supervisor Directs and controls room keeping activities including room make up, installation of mini bar and other room amenities; ensures conformity to prescribed room keeping standards and policies. 3. Head Houseman or Public Area Supervisor Directs and controls all activities concerning public area maintenance and ensures conformity to prescribed housekeeping standards and policies. 4. Room boy, Chambermaid or Room Attendant Attends to the maintenance and upkeep of all guestrooms and service areas assigned to him/her. 5. Mini Bar Runner / Attendant Responsible for performing mini-bar installation, listing, replenishing, inventory-taking, stocking, requisitioning and other related functions. 6. Houseman Responsible for the upkeep and maintenance of cleanliness and orderliness in public areas assigned to him. 7. Powder Girl Responsible for the cleaning, care and maintenance of ladies comfort rooms and locker rooms. 8. Gardener and Grounds Maintenance Crew Responsible for maintaining the grounds including plants and landscape.
9. Pest Control Technician Attends to the prevention and control of pests through preventive and corrective techniques.
STANDARDS OF IDEAL HOUSEKEEPING Cleanliness Orderliness Sanitation Guest’s Comfort
Safety Material Control and Preventive Maintenance Guest Relations
Eye Appeal
1. CLEANLINESS
All areas are immaculately clean, corner-to-corner, top to bottom, including surfaces.
Closets, cabinets and storage areas are also kept clean.
Furniture and fixtures are properly dusted; doorknobs and metal fixtures are polished with the right metal polishing chemical.
Windows and glass panels are dusted and polished.
Floors are vacuumed, polished or shampooed when necessary.
Grounds are free of liters and dirt.
2. ORDERLINESS
Facilities and fixtures are properly arranged and installed in appropriate location.
Room amenities are properly installed in appropriate location.
Linen are neatly folded.
Beds are made up properly, linen are mitered and wrinkle free.
The whole area is free from all sources of bacterial contamination such as un-disposed garbage and leftover, stagnant water, etc.
Wet garbage is properly underlined with plastic, covered and disposed regularly.
Glasses and water jug that are installed in guestrooms are covered.
All items for personal use of guests and which come in contact with the body like linen, cutleries, glasses, etc. are sanitized with sanitizing detergents to protect guests from possible bacterial contamination.
Area is protected from pest infestation, regularly fumigated to eliminate pests.
4. GUESTS’ COMFORT
Rooms are properly ventilated and lighted.
Guests are not disturbed by noise and other forms of distractions.
There are sufficient amenities for the comfort of guests like linen, toiletries, drinking glass, etc.
5. EYE APPEAL
Ambiance is soothing to the eyes, not dim or dull.
Suitable interior design with proper blending of colors.
No eyesore can be found in guest-contact areas.
Wall decors and TV sets are posted at eye level.
6. SAFETY
The rooms, function rooms and public area are free from any safety hazards like open electrical outlet, dangling wires, damaged tiles, slippery floors, broken chairs, etc.
The hotel is prepared for any emergency, has a well-organized safety or emergency procedures and emergency brigade.
Building is provided with all required safety facilities. Safety standards prescribed for building maintenance by the government are strictly enforced.
All staffs are trained on emergency procedures, including the use of safety equipment.
Safety instructions during emergencies are available in all rooms.
Trained roving guards are available to check movements in guest rooms and to insure the protection of the guests.
Safety measures are implemented to protect guests from theft, accident, injuries, etc.
7. MATERIALS CONTROL AND PREVENTIVE MAINTENANCE
There is a designated budget for supplies and materials.
Consumption of supplies is always monitored and excessive consumption is determined and reported.
There is regular inventory of supplies and materials.
All tools and equipment are stored safely in appropriate storage compartments right after use.
Supplies and materials are consumed within the limits of the budget.
All appliances and equipment are regularly checked for any damage and maintained in safe, working condition to avoid accidents.
Losses, damages and equipment breakdown are properly reported, documented and accounted for, given appropriate action.
Effective control measures are designed and enforced to prevent losses and pilferages.
Regular cleaning and checkup of equipment is undertaken.
Staffs are trained on the proper use and maintenance of equipment.
8. GUEST RELATIONS
Guests’ requests and concerns are given prompt and proper attention.
Staff exhibit warm and pleasant disposition in dealing with guests.
Customer feedback is solicited to determine guests’ satisfaction.
Customer feedback and concerns are logged down and discussed for corrective action during meetings.
Staffs express warm appreciation and gratitude for guest patronage.
Customer needs and concerns are anticipated and attended to immediately.
Inquiries of guests are given accurate and appropriate response.
Guests with special problems like the sick, intoxicated ones, etc. are given the necessary assistance and support by the Housekeeping staff.
HOUSEKEEPING CLEANING SUPPLIES, TOOLS, CHEMICALS AND EQUIPMENT
VACUUM Used to eliminate loose dirt and dust particles from carpet surface, upholstered furniture and even hard surfaces. FLOOR POLISHER To be used in scrubbing, stripping and polishing hard floor surfaces and also vinyl, wood parquet, etc. Floor machines and use floor pads, bonnets, and brushes. Floor pads have a universal color code so that users can tell at a glance if they are using the right pad for a particular application. Bonnets are made of yarn and are intended to be used on a floor machine to spray clean carpets. Floor machine brushes are used to shampoo carpets. The fibers are synthetic. CARPET SWEEPER Used to pick-up dirt and particles from the carpet, just press the handle and push towards the dirt to vacuum sweep the carpet. CARPET EXTRACTOR It is designed to dry foam shampoo the carpets. It removes dirt that sticks to or penetrates into the carpet layers. HOUSEKEEPER’S CART OR TROLLEY Used for stocking cleaning supplies and chemicals so as to make cleaning easier and faster. SCOURING PADS Wash and rinse after each use. Rinse at the
end of each day to insure that there is no soap left on the pads. DUSTING CLOTH For dusting wooden and painted parts of the area. CLEANING TOWEL Used for drying bathroom walls and floor tiles after they are cleaned. POLISHING CLOTH For polishing metal surfaces like bathroom fixtures. HAND BRUSH For brushing away dusts from rough surfaces such as rattan, wickerwork, etc. Also used for cleaning tiles. TOILET BOWL BRUSH For cleaning toilet bowls. FLOOR MOP It is used to soak up liquid, for cleaning floors, to mop up dust, or for other cleaning purposes. SQUEEGEES: FLOOR SQUEEGEE & WINDOW SQUEEGEE Used to remove excessive water from the surface and corners. It also speeds up the drying process. Floor squeegees have a much heavier rubber than window variety. BROOMS Use soft broom for fine surfaces like floors; stick broom for rough surfaces like grounds.
CEILING BROOM For removing cobwebs in the ceiling. TONGS For picking up dirt and cigarette buffs on ashtrays. TRASH BAG Used to underline garbage containers so that wet garbage does not penetrate into the corners or surfaces, a situation that causes odor and proliferation of bacteria.
GLASS CLEANER For polishing all glass surfaces such as mirrors, windows, etc. AIR FRESHENER Used to remove foul odor in guestrooms, comfort rooms or any area with foul odor. CARPET STAIN REMOVER For stain or spot removal on carpets.
SPONGE For cleaning fine surfaces.
DISINFECTANT Used to disinfect toilet bowls, urinals, sink, and other areas that are most vulnerable to bacterial contamination.
BUCKET Used with mops for cleaning floors, walls and other parts of the building.
METAL CLEANER AND POLISHER For polishing brush copper and metal surfaces.
INSECT SPRAYER Used for fumigation to eliminate pests and mosquitos.
DEGREASER Formulated to remove grease, oil, dirt, carbon, ink, mildews, soils, and waxes.
CLEANING CHEMICALS
SOLVENT WAX A kerosene base wax used for wooden floors.
WOOD POLISH To polish wood surfaces, leather and imitation leather surfaces. INSECTICIDE For fumigation to eliminate insects/pests.
DRAIN CLEANER To expedite draining of clogs.
BATHROOM CLEANING How to make up the Bathroom Materials Needed:
Bucket Cleaning cloth Toilet bowl cleaner All-purpose cleaner Scouring pads Rubber gloves Hand brush Warm water Tasks
Procedure
1. Remove all the soiled towels and hand towels.
This shall be replaced with fresh ones.
2.
Scrub to remove dirt and stains and wipe dry to prevent the formation of water marks.
3. 4.
5. 6.
Take them out from the racks or bathtub and place them in the linen canvass of the room boys’ cart (if used). Start cleaning the tiles, Scrub them with all-purpose shower, down to the cleaner, water and scouring bathtub. pad. Wipe dry with absorbent cloth after cleaning. Clean and sanitize the Follow procedures in toilet bowl toilet bowl. cleaning. Scrub the faucet, lavatory Use a scouring pad in scrubbing sink, stopper, floor tiles, the inner and outer portion of and shower curtains. the lavatory sink, faucet knobs, stopper, floor tiles and shower. Then dry it with absorbent cloth Clean the bathroom wall. Follow procedures in bathroom wall cleaning. Clean the mirror. Spray it with glass cleaner then wipe it with dry cloth.
Purpose / Other Info
7. Wash the drinking glasses (if this is installed in the bathroom) 8. Clean the shelves and cabinet. 9. Polish all chrome fixtures.
This must be done to remove stubborn stains, eliminate foul odor and kill germs and bacteria.
The guest can view himself better from a shiny and polished mirror. Wash them with soap and water To protect the glass from then dry with clean dry cloth. contamination, cover it with plastic cover or coaster. Use a dry cloth. Use metal polish and clean with rag.
This will remove the tarnish and will make the metaled fixture more presentable.
10. Clean the lavatory stopper then rinse it with water. 11. Rinse the lavatory sink.
12. Dry and polish the faucet and lavatory sink. 13. Install the faucet knobs.
Brush the stopper with an allpurpose cleaner. Then wash it under the running water. Pour water around the sink from under the rim up to the bottom. Using dry cloth, wipe all surfaces of the lavatory sink and stopper. Then polish the faucet. Screw the knobs using a screwdriver.
This helps to remove all hidden dirt around the stopper.
Procedure
Purpose / Other Info
No dirt should be left behind in hidden areas. This will prevent water marks and will make sink look shiny. To lighten the knobs and keep it in its original shape.
Cleaning of Bathroom Walls Tasks
1. Wet the surface. 2. Apply all-purpose cleaner.
Splash it with warm water. Scrub the cleaner unto all surfaces starting from upper portion to downward motion.
3. Rinse the surface.
Splash it with water from top to down ward portion. Wipe the whole surface with dry cloth.
4. Dry and polish the surfaces.
This will soften the dirt. The use of cleaner makes cleaning more thorough and likewise deodorizes the surface of the walls. To wash away dirt. This is necessary to wash away softened dirt.
Cleaning of Toilet Bowl Tasks
1. Flush the toilet bowl. 2. Pour the toilet bowl cleaner. 3. Leave toilet bowl cleaner to soak (at least 2 minutes) 4. Clean the toilet bowl.
5. Flush it again. 6. Clean the toilet seat and cover. 7. Clean the outside part of the bowl.
Procedure
Purpose / Other Info
Pull the flush downwards. Squeeze the cleaner unto the surface and inner side of the toilet bowl. Close the cover after applying the bowl cleaner.
To wet the surface. To disinfect and deodorize all portions including the hidden surfaces of the bowl. To soften the soil and make it easier to remove.
Use a brush, move around the bowl from under the rim up to the bottom. Pull the valve downward. Brush and clean with allpurpose cleaner then wipe them with a cloth. Wipe from the top to bottom with a cleaning solution.
To remove all hidden dirt under the rim. To rinse the bowl. To remove dirt and water marks urine and waste sediments. Use a solution to soften the soil, thus making it easier to clean.
8. Dry and polish the bowl. 9. Close the toilet bowl cover.
Wipe all surfaces with a cloth starting from top to bottom. Put the seat cover gently to the toilet bowl.
To prevent water marks to form into surface.
FURNITURE CLEANING, CARE AND MAINTENANCE
1. For the furniture to look better and shinier, apply / spray furniture cleaner polish. 2. Wipe and dust away all dirt in the inner and outer parts of the furniture using a clean and dry dusting cloth. 3. Apply cleaner solution to all corners and walls. 4. When cleaning glasses, apply glass cleaner to make it look shinier.
DUSTING OF FURNITURE AND FIXTURES IN GUESTROOMS
Needed Supplies: 1. Clean cloth 2. Furniture wood polish 3. Sprayer Instructions: 1. Collect dusting materials and supplies and place them in the bucket. Make sure all supplies are available to avoid delay in dusting. 2. Begin dusting by starting from the main entrance door until all fixtures are dusted. 3. Using rags and sprayer of wood polish, start dusting from the main door (front and back portion) including the hinges and door knobs. 4. Continue dusting and proceed to wooden panels. Dust closet shelves, walls, hangers, closet, and the outer and inner part of the closet door. 5. Dust TV sets and stand, study desks, chairs and sofa. Remove all items on top of the desk and return the items properly after dusting the surface. Wipe the drawers. Dust legs of chairs and under the tables. 6. Dust glass windows, window sills, valance board, wall lamps (including the bulbs), wall frames and full length mirror. Wipe the headboard and legs of beds. 7. Wipe night table, telephone, bedside switches. 8. For suite rooms, wipe coffee table, side table with night lamp (including bulbs), floor lamp, mirror and table. Dust mini-bar, refrigerator and TV cabinet. Wipe all minibar items.
WINDOW CLEANING
BRASS CLEANING AND POLISHING
Equipment and Materials Needed:
Metal polish Polishing cloth All-purpose cleaner Hot water
KITCHEN CLEANING
1. Check ceiling and walls for cobwebs and remove them. 2. Clean all parts of kitchen equipment and appliances from top, sides and front. 3. Dust and clean the range hood. 4. Clean the outside of all cabinets. 5. Dust and clean mirrors and pictures if any. 6. Dust the doors, windows, frames and baseboards. 7. Empty all waste baskets then wash them with soap and water. 8. Reline the waste receptacles with plastic liners. 9. Dust and clean the fan and air conditioner vents as well as light fixtures. 10. Do sweeping and damp mopping of floors.
