housekeeping cleaning bathtub other hk duties guest theft employee theft bomb threat

1. Cleaning
a
Bathtub

2. Cleaning tools and equipment
•Cleaning agent
•Bath sponge
•Clean discarded towels/
cloth
•Sprayer/ applicator

3. Bathtubs
• Are obtainable in
various colors with
soap dishes, grip
handles and anti-slip
devices sometimes
incorporated.
• Are frequently 5 ½ -6 ft
long by 2 ½ ft wide, but
vary in depth.

4. • Most bathrooms have showers fitted over the
bath which are thermostatically controlled in
order to prevent scalds.
• A soap container on the wall and shower screen
or curtain of a suitable length to hang well inside
the bath should be provided.

5. 1. Remove all soaps and guest toiletries. Fill bath
quarter full of hand-hot water, apply cleaning
agent. With bath sponge, systematically clean the
bath and the surrounding tiles.
2. Pay particular attention to chain and stopper,
chrome fittings, outside of bath and shower
curtain.
3. Rinse all the areas thoroughly.
4. Dry the bath with an old discarded towel. Check
for maintenance-loose bath handles, dripping tap,
chain and stopper attach to bath, loose tiles and
water draining efficiently.

6. Kitchen Area
• Presidential(a one type of
suite) normally has a kitchen
areas or sometimes called
KITCHENETE.
• It is so called because it is a
mini kitchen area where
guest can do their own
cooking.

7. Some most common cooking utensil and
equipment
• Pots and pans
• Range with oven
• Kitchen knives
• Cups and saucer
• Coffee maker
• Microwave oven
• Teaspoons
• Can opener
• Cutlery
• Refrigerator
• Spoons and forks
• Chopping boards
• Drinking glasses
• Bread toaster
• Electric kettle
• Wine glasses
• Rice cooker
• linens

8. Cleaning supplies
• Dusting cloth
• Disinfectant
• Mop with mop bucket
• Cleanser
• Broom with dust pan
• Rags/towels

9. Cleaning the kitchen area
1. Surfaces must be wiped with disinfectant
2. Pots/pans and other cooking utensils should be
washed and air-dried
3. Water in the electric kettle should be emptied
out
4. Garbage cans must be emptied; changing the
underliner to avoid accumulation of pest and
germs
5. All cooking utensils and equipment should be
counted and checked and all counted for
6. Microwave oven, range, refrigerator should be
wiped
7. Cabinets and drawers wiped using damp cloth
wrung out in disinfectant solution.

10. Other
housekeeping
tasks

11. Reporting of breakages, damages and
missing items in the assigned areas
• Every part of the hotel especially in the
guestroom is something of importance.
• Furniture, fixtures and guest supplies can be
broken, damage or worse, disappear,
intentionally or not.
• It is the housekeeping staff’s responsibilities to
check every now and then the completeness and
condition off all furniture, fixtures and guest
supplies.

12. Reporting of breakages, damages and
missing items in the assigned areas
• It is vital for the housekeeping staff to take note
and immediately report to the immediate
supervisor in case damage, breakage or missing
items have been identified.
• Failure to do so will hold the housekeeping staff
accountable for it.

13. Customer service
• Exceptional customer
service involves exceeding
customer expectations
where the standards and
level of service received
exceed what the customer
could reasonably define as
normal or expected.

14. Customer service
• What might have been
acceptable three years ago
might not be acceptable
today.
• You have to performed very
well to have a customer
talk enthusiastically about a
positive experience.

15. Customer service
• No system is perfect ,there
is always room for
refinement and
improvement.
• Service is an elusive
concept which is extremely
difficult to measure and
evaluate.

16. Customer service
• The first rule of service is
simply to find the right
people with the right
attitude and then teach
them the rest.

17. Customer service
• Successful service is not a
one-time event; you have
to work hard at it.
• It is a production and it
goes on stage every day at
the same time and its live.
• There’s no practicing;
there’s no rehearsing.

18. Customer service
• You never get a second
chance to make a first
impression
• The first 30 seconds sets the
tone for the entire
experience.
• The most important is to
create a bond of trust and
credibility with our guests.

19. Customer service
• Caring is the golden key- you
have to care that your guests
gets the best service and best
value and that they have the
best time they could possibly
have.
• When the guests know you
care about them, thats when
they are on your team.

20. Laundry service
• Laundry operations – are
frequently outsourced in a hotel
because they are expensive in-
house and more likely because
hotel staff doesn’t have the
necessary expertise.
• Hotel laundries have raw materials-
dirty linens, towels, napkins-and
finished goods once those are
clean.

21. Laundry service
• The laundry department is very
crucial to the success of a
housekeeping department.
• It is responsible to wash tons of
linen and uniforms that are
generated daily.
• When the housekeeping staff
doesn’t have the supplies it needs
to meet hotel standards, costs and
frustration increase.

22. Lost and Found
• Is a term used in hotel if guests has
misplaced or left articles in the hotel.
• These articles can be valuable or not
but the same importance must be
given to every item being found

23. Lost and Found
• It aims to control and prevent
it from becoming a costly
problems in terms of
a. Inventory
b. Supply
c. Guest relations
d. Insurance

24. Lost and Found
a) Has been temporarily mislaid during
the guest stay
b) Has been reported missing during the
stay
c) Property has been found after the
guest departure
d) Property has NOT BEEN FOUND but
the guest ask for it by communicating
with the establishment after
departure.
Different circumstances
happens such as:

25. Procedure if an item has been
found
a) Inspection
b) Identification
c) Report – when found, the HK staff must
immediately report this to the supervisor and
the supervisor informs the control desk
attendant
d) Record – written record, date and time found,
name of finder, location description and
signature
e) Label- is a must for items. For proper future
identification and to check if the items is the
one being claimed if in case somebody is
looking for it.
f) Store- kept for a specific period as prescribed by
the management, usually six months and either
give it to the finder or auctioned to HK staff if
not claimed
g) Return to owner (if possible, before it is
requested)

26. Safety and security concerns
• Not only the guest but also of
the management and staff
• As housekeepers we are the eyes
and ears of the hotel.
• we are close allies of the
security department who relies
on our help regarding the
presence of unwanted people
and situations in the hotel

27. Safety and security concerns
•Main security
concerns:
•-lost and found
•-guest theft
•-Employee theft
•- bomb scare

28. Guest theft
• Guest take hotel items as
souvenirs or plainly because
most of the items in the hotel
are useful at home.
• Bathrobes, towels, linens and
other small items like cups and
saucers and teaspoons if taken,
are considered theft already.

29. Guest theft
• Suspicious movements are
carefully observed and must be
reported immediately to the
security department.
• HKs are trained to be keen about
it.
• Room attendants are not
allowed to open guest room
doors to any guest.

30. Guest theft
• Bell boys are trained to give a
quick glance at the room and
bathroom before they remove
the guest baggage.
• They look for missing towels,
blankets, vanity sets, pictures,
bed sheets and the likes.
• Room attendants will follow up
the procedure.

31. Guest theft
• Checking out procedure
helps the housekeepers
do the inspection
before guests are
released in the front
desk.

32. employee theft
• Employees are the most tempted
to get items from the hotel since
items are very useful at home
and they are everyday exposed
to it.
• That is why people of high
integrity and honesty are the
types of people accepted in this
department.

33. employee theft
• An employee is given a gate pass
issued and signed by the
department head if a hotel
property is removed from the
hotel.
• Spot checks are done to
employees when going in and
out of the building.
• Employees have limited access
to areas of the hotel.

34. Bomb threat
• Terrorism is becoming a
worldwide problem at present.
• Hotels are the prime targets for
explosions by groups who want
to make statements.
• HK personnel must be alert to
any suspicious object and
suspicious looking person
roaming around in the property.