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HOUSEKEEPING OVERVIEW Housekeeping maybe defined as the provision of clean comfortable and safe environment.

. (*provisionact of providing) Housekeeping Department is the backbone of a hotel Housekeeping is the biggest department of the hotel organization. It is the face of the organization outward as well as inward presentation highest standard Main duty : responsible for cleanliness maintenance and aesthetic upkeep of the hotel. (*aestheticprinciples of good taste; appreciation of beauty) One of the deciding factor whether a guest will return or not Most important characteristic of HD staff: willingness to serve and please the guest Housekeeping department is one of the departments working towards the satisfaction of the guest. 24/7 availability of service round the clock twenty four hours a day seven days a week On arrival of the guest or visitor, he or she enters the foyer or the main entrance, the lobby. From the reception they will take the elevators to the room, passing the restaurants and lounges. They will gain an impression of the establishment from what it can be seen and the appearance that it presents. first impression YOU CAN ONLY MAKE ONE FIRST IMPRESSION HOUSEKEEPING STAFF PRFESSIONAL GROOMING, CONDUCT AND ATTITUDE Most essential especially for floor and public area supervisors, guest room attendants and public area attendants who are in guest contact, such staff would be normally uniformed. Hence each staff member must ensure that his/her uniform crisp,clean and well pressed. Lady staff must wear light make-up and restrict their jewelry to the minimum such as wedding bands and ear tops. Lady staff must wear light make-up and restrict their jewelry to the minimum such as wedding bands

and ear tops. Hair must be tied in a burn or worn short (for girls) and clean cut (for boys) Shoes worn must be low heeled and sturdy as housekeeping staff work long hours on their feet Gentlemen should shave every day. Trim moustaches daily. Trim nails twice a week There should be no hair covering any part of the ear, collar. Staff look smarter when hair doesn't cover the forehead. Staffs are advised to trim their hair once every three weeks. Shirt cuffs and collars must always be clean. Bath everyday. Use soap and Shampoo to prevent skin infections and body odour due to unclean hail'. Cloths should be pressed every day and have a freshly laundered look. Brush the teeth at least twice every day, gargle after smoking 0r eating to prevent bad breath. Wash the hands as often as necessary especially after any other activity where hands may get unclean. CONDUCT AND ATTITUDE HONESTY This is a very essential attribute for housekeeping staff, especially Room Attendants, who have access to all guest rooms. Guest belongings, sometimes invaluable are often found lying around in the room. The temptations to thieve are great. It is only the personal quality of discipline and integrity that checks these temptations Guest belongings should not be touched Discipline and integrity must be maintained Lost and found must be intimated Rules must be followed COURTESY Guest request must be attended to even if they are frequent. Politeness and chard must rule A pleasant staff adds positive experience

TACT AND DIPLOMACY Avoid hurting guest feelings Tact can diffuse tension in situation COOPERATIVENESS Housekeeping staff needs to be co-operating with other departments to achieve more efficiency; and within the housekeeping staff while doing and sharing duties EYE FOR DETAIL It is one of the greatest qualities that house keeping staff must have. It is with this quality that the finer aspects of housekeeping are taken care of and it is what determines a good service from an average one. This quality enables housekeeping staff to take into consideration the minutest details PHYSICAL FITNESS Most work is manual in nature Strong physical condition is a must in Housekeeping Dept. operation HOUSEKEEPING ORGNIZATIONAL STRUCTURE Four basic components of organizational structure include job specialization, departmentalization, patterns of authority, and span of control. exact structure of a housekeeping department varies depending on the size of the property HOUSEKEEPING ORGANIZATIONAL CHART
The success and credibility of the hotels depends solely on their in-house professionally skilled team. Top quality service, with dedicated, trained, intelligent, sincere, honest and motivated staff is what is important for a hotel housekeeping department. This team succeeds in building and

maintaining the image and reputation of the hotel and creating and sustaining regular and previlaged guest visits .For providing excellent and satisfying quality service, lot o feffort has to be made towards organizing and training the housekeeping staffs continuously. Additionally, the trained staff mustbe retained ensuring the consistency and staff dedication remains focused through various methods of training and motivation. The largest work force of the hotel is in the housekeeping department. It would be appropriate at this stage to understand the hierarchy, duties and responsibilities of all the housekeeping staffs for effective communication and coordination.

ORGANIZATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT The organizational structure of the housekeeping department mainly depends on the activities and the size of the hotel. The charts below show the organizational of structure of the large and medium sized hotels. In the small hotels one or more jobs are integrated and handled by the few housekeeping personnels. 1. Executive Housekeeper Responsible and accountable for the total cleanliness, maintenance and aesthetic upkeep of the hotel. This is achieved with the resources of manpower, materials, machines, money, space and time available to him. 2. Assistant Housekeeper May be one for each shift of a large hotel. He may be the housekeeper of a small hotel or the only deputy to the Executive Housekeeper of a medium-sized hotel. He manages the resources given by the Executive Housekeeper to achieve the common objectives of cleanliness, maintenance and attractiveness in a given shift. His accountability normally ends on the completion of his shift. 3. Uniform Supervisor A non-management person solely responsible for providing clean serviceable uniforms to the staff of the hotel. As the hotel staff are all practically in uniforms his / her task is enormous and demanding as h e / she has to keep an inventory control on various stages of use, such as, when sorted ones are handed over, or those which are being washed or dry-cleaned in the laundry. 4. Uniform Attendants

The uniform supervisor is assisted by attendants who actually do the issue of uniforms in exchange for soiled ones for onward transmission to the laundry. These attendants are in actual contact with the staff. He also does the physical transporting, or counting and arranging of uniforms. 5. Linen Supervisors A non-management person solely responsible for the acquisition, storage, issue and cleanliness of linen in its various forms. His job is a mammoth task because he keeps track of all linen as they would number in thousands. 6. Linen Attendant Assists the supervisor by actually issuing linen and filling such records as necessary. He also do the physical transporting, counting and bundling or arranging of linen in the shelves. 7. Tailor / Seamstress Tailor or seamstress personnel are responsible for stitching and mending the linen and upholstery. 8. Floor Supervisor Responsible for the cleanliness, maintenance and presentability of the guest floors attached to him in a shift. His scope encompasses guest rooms, corridors, staircases and floor pantries of the allotted floor. 10. Public Area Supervisor Responsible for the cleanliness, maintenance and presentability of all public areas which include restaurants, bars, banquet halls, garden/ outside premise, administrative offices, shopping arcade, health club, swimming pool, main entrances and car park areas. 11. Room Attendants Known also as chamber maids or room boys. They do the actual cleaning of guest rooms and bathrooms allotted to them. They are not responsible for the cleanliness of corridors, guest elevators or floor pantries. 12. Head Houseman (Public area Attendant)

Supervises the work allotted to Houseman, especially those in public areas. In medium sized hotels he could be the person in charge of housekeeping on night shifts. 13. Housemen (Public area Attendants) Usually handy men who do the heavy physical cleaning required in guest rooms and public areas. Their job would include vacuuming, shifting of furniture, cleaning of windows panes, mopping, braising, sweeping, etc. 14. Desk Control Supervisor (any Public Area Supervisor) Is the hub of information dissemination in housekeeping and is thus the critical person in housekeeping operations. The Housekeeping Desk must be manned 24 hours as guests and staff will contact this desk to transmit or receive information. It is the Desk Control Supervisor who coordinates with the front office for information on departure rooms and handing over cleared rooms. The Desk also receives complaints on maintenance from Housekeeping supervisors spread all over the hotel. 15. Runner (Room Attendant) He is a person who goes from one guest room to another collecting or delivering guest laundry. 16. Cloak Room Attendants (Room Attendants) Cloak room attendants are persons responsible for the supply of clean dry towels, soaps and perfumeries, prescribed by the management for the guest rooms. 17. Hat-Checkers (Public Area attendants) This is a service provided by superior hotels in cold climates. A hat-check room is where hat and heavy overcoats are deposited by guests as soon as they enter the hotel lobby so as to spare them the inconvenience of carrying them around in the hotel. The hat-checker would carefully label these guest articles and hang and store them correctly so as to return them to the guests when they are leaving the hotel. 18. Night Supervisor (either Floor or Public Area Supervisor) They handle all aspect of housekeeping at night including desk control operations, issue of linen and uniform in an emergency, etc. His area of activity extends over guest rooms, public areas as also linen and uniform rooms. He is solely responsible and accountable at night for smooth housekeeping through his night brigade and has larger decision-making authority than other supervisors as he is the housekeeper for the night.

19. Florist He specializes in fresh floral arrangements, gift baskets and flowers for the restaurants or outlets, lobby, restrooms, guestrooms, banquet functions and events, offices, etc. He is also responsible for the plant decorations inside the hotel/establishment premises 20. Head Gardener (under landscaping section/ not Housekeeping Department)) Supervises the brigade of gardeners in maintaining hotel garden and keeping them contemporary each season. 21. Gardeners (under Landscaping Section; not Housekeeping Department) Does the actual digging, planting, watering, etc. of gardens on a day-to-day basis.

DUTIES AND RESPONSIBILITIES OF HOUSEKEEPING STAFFS Executive Housekeeper Supervise and be responsible for cleanliness, order and appearance of the hotel rooms and public areas, annexes, cottages, facilities, service corridors, linen and uniform rooms, shopping arcades and employees. Schedule, recruit, train, and recommend hiring, discharging and discipline of all department employees through management and in accordance with labor regulations. Prepare reports as required. Participate in all department head meetings. Supervise preparation of maintenance requisitions and maintain follow up file to ensure that all public areas and guest accommodations do not deteriorate from standard. Train all employees to perform their best in the standard procedures as applicable to their job positions. Develop and recommend standard procedures for new tasks or changed conditions. Inspect personally, and supervise inspections by Assistants of all areas in a frequent and unvarying schedule. Pay particular attention on inspection to the presence, of odors and pests and appropriate control

measures. Work closely with the General Manager on day-to-day Housekeeping requirements. Supervise linen stock and recommend the maintenance of adequate quantities of cleaning equipments and cleaning supplies with due regard to delivery requirements and import restrictions on cleaning equipments. Develop and supervise the maintenance of the lost and found procedure including the disbursement of unclaimed articles to employees. Prepare the annual housekeeping budget for submission to the General Manager. Identify reliable suppliers of housekeeping materials including carpets, linen, etc, and recommend them to the Purchase Department. Develop Housekeeping Systems and Procedures and see that they are followed diligently.

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Public Area Supervisor Check all public areas against area check-lists and see that they meet the standards of cleanliness stipulated. . Remove furniture, curtains and other fixtures, which require repairs, mending, spotting, washing, etc. Maintain a regular and complete advance scheduled programme for cleaning public areas after receiving the final concurrence of the Executive Housekeeper. Prepare schedule for the chandelier cleaning crew. Prepare Schedule for the carpet shampoo crew. Inspect staff turnout. Train new recruits. Submit performance appraisals of staff working under his /her control. Clean safety and security systems in public areas, e.g. locks, shutters, etc. Account for furniture movements, if any. Initiate and follow-up maintenance orders for public areas/ service areas under his / her control. Check and control equipment like hovers, floor washing machines, floor polishing machine, carpet shampoo and beating machines and ensure that they are used correctly and maintained properly.

Floor Supervisor Assign duties to the floor housemen and room attendants. Inspect each room completed by Room Attendants according to specified room checklist and ensure that they meet the standards of the establishment in terms of cleaning, functional and aesthetic value. Check par stocks of linen and guest supplies and cleaning supplies on floors and ensure timely delivery of soiled linen to laundry and requisition for fresh linen from linen room and guest supplies / cleaning supplies from the stores. Train Room Attendants and Housemen for maximum productivity and standards of efficiency. Submit performance appraisals periodically for each staff under his / her control. Check all safety systems on the allotted floors. Liaise with security on security aspects on guest floors. Account for movement of linen from his / her floors. Prepare housekeeping occupancy lists for front Office. Check all maids carts to ensure it is well stocked with linen and supplies and as per standards stipulated. Follow upon maintenance orders (Work Orders) sent to Engineering. 4. Uniform / Linen Room Supervisor a. Schedule linen / uniform room staff. b. Check periodically the condition of uniform and hotel linen. c. Assign daily work to tailors. d. Devise and maintain an effective control system to issue clean linen and uniforms. e. Co-ordinate closely with the laundry department to ensure timely supply of fresh uniforms and linen. f. Conduct periodic inventories of linen and uniforms.

g. Ensure that all linen, uniforms needing stitching, mending is immediately attended to before being sent to the Laundry Department. h. Ensure that the Linen Room is kept neat and clean.

i. Ensure that all linen, uniforms and materials are neatly and systematically stacked
and arranged and properly labelled. j. Train the staff to perform their duties effectively and, efficiently. l. Maintain all relevant records in respect of material, uniforms linen-storage and movement. Night Supervisor (Floor or Public Area supervisor assigned at night time) Supervises all night force engaged in cleaning public areas and guest rooms of hotel. His duties and responsibilities are same asthat of the floor supervisor and public area supervisor. Room Attendant Clean guest bathrooms and replenish supplies. Clean guest bedroom and replenish supplies as per room checklist. Report missing or broken hotel property to the Floor Supervisor. Maintain a polite, dignified and helpful and pleasing attitude towards the guests. Attend daily briefings and give attendance. Receive allocation of floor and rooms. Replenish maid cart with guest supplies, detergents and linen. Count soiled linen handed over to floor linen room. Hand over lost and found articles to Supervisor Make physical check of rooms for preparing the housekeeping occupancy list. Check that all bulbs and switches are working. In case of defect or fuse, report the same to the Floor Supervisor.

Change the water glasses daily and fill the water flasks. Turn down beds in the evening and draw the curtains. Remove and dispose off refuse and rubbish at the assigned area. Return keys to the Housekeeping Department before going off duty. Ensure that Housemen polish guest shoes and assist the Bell Boys in carrying guest luggage when required. Prepare room checklist. Uniform / Linen Room Attendant Issue uniforms to all hotel employees on a one-to-one basis. Count soiled uniforms / linen received and deliver the same to the laundry department. Maintain records of linen and uniforms movements Store uniform and linen according to prescribed methods. Check for damages when receiving dirty uniforms. Check for fitness of uniforms as per norms laid down before issuing. Cloak Room Attendant (Room Attendant: lower level) Take soiled hand towels to the linen room for replacement. Maintain adequate stocks of soap, detergents and hand towels to meet demands at peak level. Maintain shoe-shine kit and clean guest shoes, if required. Maintain all cupboards and fixtures installed in the cloak room. Maintain a polite, dignified and helpful attitude to guests. Report any plumbing deficiencies to Public Area Supervisor. See that clack rooms are immaculately clean. Faucets should be sparkling, wash basins dry and environment free of unpleasant odour. Supply the guest with towels, soap, comb, brush and powder.

Sweep, wash and scrub the floors. Clear the soiled linen periodically from the baskets. Brush the guests jacket, if requested. Tailor / Upholsterer Mend all damaged linen. Mend all damaged uniforms. Refurnish all damaged upholstery handed over by the Supervisor. Estimate the requirements of material and request the Linen Room Supervisor to requisition it from stores. Collect material from the stores and take to the work area assigned. Pre-shrink all materials which have a tendency to shrink. Cut the fabric as per requirement of each particular item. Check the quality of springs, in the cots and replace, if necessary under directions of the Linen Room Supervisor. Fasten springs properly with strings and place the foam in position. Keep the work area assigned neat and tidy. Store systematically all items, i,e, needle, thread, etc. Prepare requisition for replenishment of stock and render accounts of the same. Render account of material consumed and balance left over should be handed back to stores. 10. Houseman (also known as Public Area Attendant) Hoover carpets. Shift beds, chairs, heavy furniture for cleaning carpets. Beat carpets and shift from one area to another.

Clean swimming pool when assigned. Clean all surfaces including garden paths, etc. Polish all brassware. Clean all windows, door and ventilators. Clean and replenish linen in the floor and pool area. Do all heavy cleaning like shaft cleaning, terrace cleaning, etc.

AREAS OF RESPONSIBILTY OF HOUSEKEEPING DEPARTMENT Two Main Areas: Guestroom area Room attendants and floor supervisors are responsible for the cleanliness maintenance and security of guestrooms and surrounding areas Public Area Guests Area E.g. lobby, swimming pools, parking area, club, food service areas, gym, guest lockers, stairways, elevators, restrooms, bars, outside premise, library , recreation room etc Back of the House E.g. Staff canteen, service elevator, locker rooms, administrative offices, laundry, linen rooms, employees recreation room, basement, except kitchen which is cleaned by the kitchen stewards Linen and Uniform rooms: The housekeeping department is responsible for its functioning for the repairs and renewal of linen and for maintenance of proper inventory and stock records of all linen items. Linen includes room linen, food service linen, soft furnishings, uniforms, bed and bath linen Laundry: OPL (On Premises Laundry): If the laundry is on premises then the guest laundry from the rooms is directly collected and delivered by the laundry attendant. However all hotel linen is first collected in the linen room and then sent to the laundry for washing. OPL (off premises laundry) is the laundry of both the guest and linen which is done by the external laundry. All the linen including the guest laundry is collected in the linen room from it is sent to the external laundry for washing. The washed linen including the guest laundry is collected at the linen from where it is sent to the guest rooms and other service points Florist: It could either be given out for contract or be a part of the responsibility of the housekeeping

department. An employee of the housekeeping department would be required to do the flower arrangements in the lobby, guestrooms, restrooms, restaurants, and any banquet requirements like a backdrop for a wedding Extra Room, Complimentries & Supplies: Iron, first-aid, hot water bags, ice bags, thermometer, hair dryer etc are given out for guest use at no extra cost. However a request for extra beds should be routed through the Front office since the guest would be charged extra for it Resident Guests: They are given their service by room attendant and they are not charged for it. Some hotels have a shoeshine machine in the corridor. HOUSEKEEPING DOS AND DONTS RULES ON GUEST FLOORS Prior to commencing work, all house keeping staff must follow some floor rules that lend an air of efficiency and least inconvenience to guests. Speech among the floor staff must be restricted to a minimum. In case communication is necessary, this must be done in low tones even when guests are not in sight. Unnecessary movements like running or jumping must be avoided. The passageways must be kept free of equipments, trays or trolleys. Room attendants must greet all guests according to The Time of the day. Staff must be helpful and readily give required information. Remember the guest is always right. Arguing with a guest is prohibited. The door of the room in which the attendant is cleaning should always be kept wide open. If the guest returns when the room is being cleaned the room attendant may ask the guest if they can continue or come later. Always follow the procedure of entering a room even if the room is seemingly vacant JOB SAFETY AND SECURITY (Good Housekeeping) Good Housekeeping is the foundation for accident prevention

A neat, clean and orderly workplace is a safe workplace The benefits of keeping a tidy workplace far exceed the small additional effort required Safe, healthy workplace Little or no accidents or fire hazards Less accidents Lower EMR/ RIR Lower insurance costs Money savings! More Benefits Efficient working conditions Increased productivity Increased Worker Pride Increased Productivity & Increased Quality Increased Productivity Saving Time Saving time = Saving money &On Time Delivery Results of Poor Housekeeping Throughout the nation, over 1 million people suffer from injuries caused by slips, trips, and falls each year 15% of time-loss injuries are a result of falls 60% of these falls are from slips and trips Causes of slips: Wet or oily surfaces Spills Loose rugs or mats Causes of Trips: Poor lighting Clutter in the way Obstructed view Wrinkled carpeting Injuries from Slips, Trips, and Falls

Stains/ Sprains Torn ligaments Broken bones Back or spine injury Death Accident Prevention Slips, trips, and falls are the number one preventable accident in the workplace Good Housekeeping is the basis for preventing slips, trips, and falls: Cleaning up spills immediately Marking wet areas Mopping or sweeping debris from floor Removing obstacles from walkways and keeping them free of clutter Securing mats and rugs to floor to lay flat on floor Covering/ taping down cables across walkways Keeping work areas well lit Put away tools Fire Prevention Store flammable and combustible liquid in approved flammable liquid containers Keep reactive chemicals separated Keep combustibles away from electrical equipment and machinery Clearly mark exits in case of emergency Safety Procedures Noncombustible scrap metal and debris shall be removed from work areas, passageways, stairs and from around buildings

Combustible materials must be removed at regular intervals without hazard to those removing hazardous material Protruding nails shall be removed from lumber before stacking Waste shall be collected in containers before disposal. Separate containers with lids shall be used for hazardous waste. Store tools and materials neatly and out of the way in storage bins or lockers. Ensure that materials stored at overhead levels are secured. Never throw waste or materials from a building or structure. Where falling debris can potentially occur, guard the area and use signage requiring workers to wear hard hats Control muddy areas by placing fill to decrease the risk of slipping accidents Example Plan for Good Housekeeping Set aside time for housekeeping on a daily basis Evaluate your workspace and remove potential hazards before starting work Clean up as you go Inspect and clean PPE before each use Use the right equipment for housekeeping tasks Brooms, vacuums, mops, cleaning compounds Eye protection, gloves, proper shoes, dust masks Things to Remember Slips, trips, and falls can be easily prevented with good housekeeping A neat and clean workplace is a safe workplace Be aware of potential housekeeping hazards by cleaning as you go Identify and eliminate hazards before you start work Good Housekeeping Benefits Everyone!

SAFETY AND SECUTRITY in the Guestroom Area Clear corridor Remove trays from room service to ice pantry Vacuum cleaner to be placed inside the guestroom away from the door Chemical caddy to be placed inside the bathroom Guestroom attendant must place vacuum cleaner and chemical caddy in the housekeeping station if going to pick up deliveries or leaving section for meals Just for a few minutes is not an acceptable excuse Guestroom door: Open while working inside guestroom Guestroom door closed and secure when leaving stateroom for supplies Door to be closed even if the housekeeping station is directly opposite this door Housekeeping stations and Pantries Door closed and cleaned Doors locked when Guestroom attendants are off duty If guest is inside, call for supervisors assistance to clean the room Guestroom Attendant using Service cart/Housekeeping cart must place the cart near the door of the guestroom he/she is working in This cart is to be moved when going to the next guestroom. This cart has to be taken back to the station when guestroom attendant leaves the section to pick up deliveries or is going to meals etc. Just for a few minutes is not an acceptable excuse Do not disclose the guestroom numbers or any other personal information of any guest to another guest or crew member other than your Supervisor Redirect them to the Front Office in all cases Master keys usually open more doors than Guestroom Attendant section Do not open doors for any guest other than those in your section

Do not borrow master keys Report Master keys immediately if it is lost, stolen or not working Report suspicious guest or items in guestrooms to Supervisor immediately If unable to service guestroom for 2 consecutive services this has to be reported to Supervisor Guestroom/Floor Supervisor to meet the guest if guestroom is not serviced for 2 consecutive service periods Asst HK to meet guests if stateroom is not made up for 3 consecutive service periods Executive Housekeeper to be informed Executive Housekeeper to inform GRM and Security Officer Check balcony for any items that can be flammable and remove from balcony at each service Provide guest with windproof ashtray if they are smoking on the balcony Lock Balcony door at each service However please check that there is no one on the balcony before locking this door Pay special attention to glasses placed in high areas. Move them to a more secure area Squeeze away and dry water on balcony floors or bath room floors at each service This is a slip hazard MANAGING LOST AND FOUND Mislaid property: the owner has unintentionally left the item(s) behind. Lost property: the owner has unintentionally left the item(s) behind, and then forgotten them. Abandoned property: the owner has intentionally left the item(s) behind Forms for recording information about lost and found items should include: The date the item was found A description of the item Location where the item was found

Name of the finder Supervisor who received the item When the item is returned/disposed of, the record should include: The date the item was returned to the owner Owners name/address/telephone number The name of the Housekeeping manager Method of return Date the property was declared abandoned Name of hotel employee (or charity) receiving the abandoned property HOUSEKEEPING TELEPHONE ETIQUETTE Answering the Telephone Pick up the phone in two or three rings. More than three rings signal chaos in your office or inattentiveness Greet the caller, e.g. good morning. Good manners shows your respect to the caller. Give your companys name (or department/section if on premise call), then your name. This is a courtesy that serves to personalize the customer service customer to hold you accountable for your level of service. experience as well as allowing the

Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression. The greeting is key, it sets the tone and style.

Customer forms a mental PICTURE of you

P I -

Pitch Inflection Courtesy Tone Understanding Rate Enunciation

C T U R E -

Tips for Telephone Etiquette Before you answer, be prepared: Have pens/pencils and notepad ready In answering the phone: Answer calls promptly by the second or third ring. Smile as you pick up the phone. Use your telephone voice, controlling your volume and speed Project a tone that is enthusiastic, natural, attentive and respectful. Greet the customer, identify you company/department and In the course of conversation: Focus your attention on the customer Enunciate/articulate clearly. Speak distinctively. Use simple English avoid jargon and acronyms yourself

Use action specific words and directions. Use the Customers name during the conversation Avoid forbidden phrases: I dont know. I/We cant do that.

Youll have to Just a second/ No. Handling Irate Customers The first step in handling an irate caller is to simply hear the other person out. Listen intently. Allow the customer to vent some frustration Empathizing allows you to understand another persons motives without requiring you to agree with them. Five Phases of Call Phase 1 Opening the Call Greeting and Introduction Phase 2 Building Rapport and Identifying Customer Needs Question Phase 3 Collecting/Verifying of Information Paraphrase Phase 4 Provide Customer Solutions , Alternatives or Information Phase5 Next steps (if necessary); Close the Call Summarize

Housekeeping Terminology

Adjoining rooms - Two or more rooms grouped side by side and sharing a common entrance door Antique Antique furniture belongs to the period before 1840, though nowadays any pieces of furniture that is more than 100 years old is considered an antique. Amenity A service or item offered to guests or placed in guestrooms for convenience and comfort, at no extra cost. Area inventory list A list of all items and surfaces within a particular area that require the attention of the housekeeping personnel. Auto scrub - use an automatic scrubber to scrub and vacuum up water & dirt, can also use for large flooded areas 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. 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. Banquet A term used to describe catering for specific numbers of people at specific times, in a variety of dining layouts. Bath linen Include bath towels, hand towels, face towels, washcloths and fabric bath mats. Machine. Bleeding - color loss of a floor tile due to the leaching out of pigments by over-aggressive stripping. When stripping asphalt tile, use Freedom stripper to avoid bleeding. Blocked - a room that is being held for a certain guest on a certain day Bonnet Clean to shampoo carpets with a bonnet pad, only for top surface dirt Booked to Capacity refers to a situation when the hotel has accepted the maximum number of reservations

Budget A budget is a plan that projects both the revenue that the hotel anticipates during the period covered by the budget and the expenses required to generate the anticipated revenues. Buff 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. Breakfast knob cards Card hung by guests on the knobs of guest room doors to pre order breakfast at night so that the order reaches the staff on time and the guest is not disturbed for placing the order early in the morning. Bonsai Literally meaning a plant in a tray this refers to a tree or a plant whose typical growth in nature has been copied exactly in a miniature style within the confines of a container. Capital budgets These allocate the use of capital assets that have a life span considerably in excess of one year, these are assets that are not normally used up in day to day operations. Cabana A room adjacent to the pool area, with or without sleeping facilities, but with provision for relaxing on a sofa. It is mainly used for changing. Carpet fan - used to speed up carpet drying process and flooded areas after extraction. Wet Mop - put water down, mop floor and wring out mop, mop floor again and pick-up water with wet vacuum. Check-out time - Time designated by the hotel for guest to vacate the rooms at the end of stay Clean - to remove dirt with a chemical and abrasive action Coverlet A bedspread that just covers the top of the dust ruffle but does not reach down to the floor. Cleaning supplies Cleaning agents and small cleaning equipment used in the cleaning of guestrooms and public areas in the hotel. Condominiums hotels similar to timeshare hotels. The difference between the two lies in the type of ownership. Units in condominium hotels have only one owner instead of multiple owners, each for a limited amount of time each year. C.I.P. - Abbreviation for Commercially Important Person who has been designed by Management for receiving special service. This person has commercial significance to our hotel business. Comp refers to a room that is complimentary :A guest room bed at PH room that can accommodates two (2) persons and larger than queen bed. KING BED TWIN BED :

A guest room bed at master

QUEEN BED

SINGLE DOUBLE BED EXTRA BED

: : :

COT/ CRIB

room suites that can accommodate a maximum of two persons. Indicates two (2) single beds. A guest room bed at master room suites that can accommodate one (1) persons and larger than single bed. A guest room bed intended for only one person. Indicates a single (1) bed. A type of bed that bigger than a single but smaller than a queen bed. A type of bed that can be easily transport to the guest room as guest .Intended for only one person. A baby bed.

. ROOM STATUS TERMINOLOGY OCC (Occupied) VAC (Vacant) O.O.O. (Out Of Order) M./U ( Make-up Room) T.D.S. (Turndown Service) D.N.D. (Do Not Disturb)

: : : : : :

D.L. (Double-locked)

R.S. (Refused Service)

A guest room in which a guest or the guests belongings are present. A guest room that is ready to be sold to a new guest. A guest room that is not saleable. An occupied guest room which needs to be cleaned, including beds to be made. An evening service performed by a Room boy. Abbreviation indicating that the guest does not want his room to be entered nor does he/she want to be disturbed. The door of the room is bolted from the inside. Before knocking on any room door, Room Attendant must check if the door is double-locked. Indicates that the guest refuse service.

S.O. (Sleep-Out) C/O (Check-out)

: :

Refers to a guest room that is occupied but not slept in. A guest room where guest has departed and room is for cleaning.

Convention A formal assembly of representatives sharing a common field of interest, come together to air their views. Crib Cot for babies, provided to guests on request. Cutting - remove floor finish with a 175 rpm floor machine using only a floor pad or dry stripping, not recommended Damp-dust A method of cleaning where the item to be cleaned is wiped with a damp cloth. Deep cleaning intensive or specialized cleaning undertaken in guestrooms or public areas, often conducted according to a special schedule or on a special project basis. Disinfectant: - chemical to kill bacterial organisms, used for restroom cleaning. DNCO This room status means that the guest made arrangement s to settle his/her account but has left without informing the front office. 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 grandmaster key or an emergency key can open it. Due out the day when a room is expected to be watched Dutch wife Another term for the sewing kit provided as a guest amenity. Duplex A two storey suite with parlor and bedrooms connected by a stairway. Dust mop - remove dust from floors with treated dust mop or microfiber mop. Duvet Quilts filled with down feather or synthetic fibres. Many hotels use duvets with a decorative duvet cover in lieu of both blankets and bedspread. They are sometimes referred to as comforters.

Dry Cleaning The cleaning of fabrics in a substantially non-aqueous liquid medium. EPABX Operator Electronic Private Automatic Branch Exchange operators. These are the hotel switchboard operators who answer calls and connect them to the appropriate extensions. These operator also relay telephone charge incurred by guests to the front office cashier. Exhaust vent An opening for ventilation, sometimes fixed with an exhaust fan to facilitate of fresh air. Extraction - clean carpets by use of carpet extractor & chemical, also used for flooded carpets for maximum water lift. FFE Furniture, Fixtures and Equipment. Fix assets These are tangible assets of a long term nature, such as land or large pieces of machinery and equipments. Fixture Hardware items present in guestrooms that cannot be moved or are difficult to move as a whole since they are fixed in position. For example; wash basin, baths and lighting fixtures. Floatels Hotel establishments being operated on large water bodies such as seas and lakes. Cruise liner and some houseboats are typical examples of these. Floor finish - chemical with polymers known as solids apply thin even coats on a floor after floor seal is applied. Floor finish and wax is not the same thing! Wax is softer and scuffs easily. Buffing or burnishing heats the polymers together producing a shine on the floor, refraction of light. Front of the house The functional areas of the hotel in which employees have extensive guest contact, such as food and beverage outlets and front office areas. Floor pantry A service room provided on each floor for GRAs to store cleaning agents, equipments, guest supplies, guest room linen and maids cart. Forecast - Daily, weekly, monthly forecast of number of room to be occupied or how many Guests we are expecting to have at a given date. Forecasts come from reservations office. Front of the House - Entire public area. Gate pass An authorization given to an employee to take guest or hotel property out of the hotel. General Cleaning - Indicates through cleaning of guest room and bath, done on a periodic basis. Germicidal - chemical to kill germs, commonly used in restroom cleaning.

Guest Loan Items Guest supplies not normally found in a guestrooms but available upon request. For example; ironing board. Guest essentials items that are essential to the guestrooms and are not expected to be used up or taken away by guest. Guest expendables Guest supplies that are expected to be used up or taken away by guest on leaving the property. Graveyard shift Night shift. Guest Request a service or item requested by guest Guest supplies These are items placed in the guestroom free of cost for the use and comfort of guest. Handle with care ( HWC ) guest Guest who may have had some unpleasant experiences in the hotel or had some complaints, genuine or otherwise, are labeled as handle with care guest by the hotel for the reminder of their stay or future sojourn. Hard water Water that contains more than 60 ppm ( part per million ) of calcium and/or magnesium is called hard water. Hand caddy A portable container for storing and transporting cleaning supplies, carried on a room maids cart. Hard surfaces - floors that are concrete, terrazzo or stone Hollywood Twin room A room with two twin beds but a common headboard, which is meant for two people. If the need arises, the beds can be bridged together to make it appear a single bed. Hospitality The cordial and generous reception and entertainment of guests or strangers, either socially or commercially. House - use - Guest room allocated and used by Management or company personnel. Inhibitor - chemical to prevent reoccurrence of a specific problem, for example, mildew inhibitor to prevent mildew reappearing. Inspection - check and record random rooms or areas for quality control, report deficiencies to employee, state to employee when re-inspection will occur Inventory Stock or merchandise, operating supplies, and other items held for future use in a hotel. For example; linen, cleaning supplies and so on, are important housekeeping inventories. Jacuzzis Whirlpool ; small pools in which alternate jets of warm water bring about therapeutic effect.

Key Control - A security system requiring each staff to account for all keys during working hours. Kill time: how long a germicidal or disinfectant should remain on surface to kill bacteria or germs, normally 10 minutes is recommended King-size bed The largest size of bed available, with dimension of 78 inches x 80 inches ( eastern king ) or 72 x 80 inches ( California king ) Lanai A room overlooking a landscaped area, a scenic view, a water body or garden. It may have a balcony, a patio or both. Leveling - The ability of a floor finish to flow into a smooth film during the drying process. Mop streaks in the finish are a sign of poor leveling. Laissez faire A style of leadership where a leader believes in delegating assignments and important task to others in the team. Landscape area An area where trees, plants, turf, deck, walks, ponds and so on have been used to create a natural looking outdoor space that is functional and visually appealing. Linen chute A passage in the form of a tunnel for sending soiled linen from the floor pantries of all floors to a central place near the laundry, from where it can be collected by the laundry staff. Logbook - A record, being kept and maintained by each Floor Supervisor, in which all calls, requests, and other important information are recorded. Luggage rack A furniture item provided in guestrooms for placing the guests luggage on. Make up servicing of the room while a guest is registered in the room. Manifest - List of guest names in details. MICE Meeting, incentives, conventions, exhibitions. This segment is now a big revenue generator for the hotels. Certain hotels cater specially to the MICE customer Microfiber cloth - a material constructed of polyester and polyamide nylon fibers, microfiber is approximately 1/16th the size of a human hair. Approximately 90,000 microfibers in one square inch of microfiber towel. Lint free, absorbs up to seven times its weight in dirt and moisture. Can be used dry or wet using only water. Used on all types of surfaces including chalkboards Mini bar A fixture in modern guestrooms, this is a miniature refrigerator stocked with juices, liquor, and snack for the convenience of guests. Motels Hotels that are located primarily on highways. They provide modest lodgings to highways travelers. Most motels provide ample parking space and may be located near a

petrol station. Murphy bed This refers to a bed that folds up into the walls and looks like a bookshelf or cupboard when folded away, being named for a leading manufacturer of such beds. It may also be called a Sico bed ( after another leading manufacturer of foldaway or wall beds ) Neutral cleaner - detergent with a PH at the seven range, normally used on highly finished floors to provide cleaning without removing finish Nightstand A nightstand is a small stand or cabinet designed to stand beside a bed or elsewhere in a bedroom, as a place to put anything likely to be required during the night; also called night table. No- show guest - a guest who does not arrive when accommodation is reserved Occupied tonight - Indicates the number of guest room occupied in the hotel One-for-One Exchange - A system whereby a dirty uniform is exchanged for a clean set oneon one basis. Operating Budgets These forecast the expense and revenues for the routine operations of the hotel during a certain period. Operating expenses Those cost that the hotel incurs in order to generate revenue in the normal course of doing business. Operating supplies The items essential to day-to- day housekeeping operations, including guest supplies and cleaning supplies. OOO Out of Order is the status of a guestroom that is not rentable because it is being repaired or redecorated. OPL On premises laundry. An in house area in the hotel where linen and uniforms are washed, dry-cleaned and pressed. On change room A room in need of housekeeping service before it can be registered to an arriving guest. Open section A group of rooms that is not part of a room section for cleaning purposes. Porch A covered approach to the entrance of a building. Par stock / par number A multiple of the standard quantity of a particular inventory item that must be on hand to support daily, routine housekeeping operations. Par level The standard number of each inventoried item that must be in hand to support daily, routine housekeeping operations. Performance standards The quality level that employees performance is required to meet.

PH - a scale to identify a chemicals acidity or alkalinity, scale of 0-14, 0 is the strongest acid, 14 is the strongest caustic, 7 being neutral. Based on a logarithmic scale, a ph of 5 is ten times as acidic as ph of 6. Phenols germicide - a strong restroom germicide that kills TB. Powdering - breakdown of the surface floor finish usually be applying poor quality floor finish. Pre-Spray - apply a carpet cleaning compound with a sprayer to carpets to loosen stains prior to shampooing carpet. Project Work - any non-routine cleaning, such as, floor refinishing, carpet shampooing Productivity standards The quantity of work expected to be completed by each department employee. Pre-Opening Budgets These budget allocate resources for opening parties, advertising, initial generation of goodwill, liaisons and PR. Pre-opening budgets also include the initial costs of employees salaries and wages, supplies, crockery, cutlery and other such items. Pick up rooms Rooms from the open section assigned to different GRAs to balance out the workload. Quaternary Ammonium germicide - called quats a restroom germicide with good odor control, non-staining, odorless, nontoxic, does not kill TB, we use quats as our restroom cleaner Queen size bed A queen size bed has the dimensions 5 ft 6 in x 6 ft 6 in. Recoat - after lightly scrubbing a floor to remove thin layer of floor finish, apply coats of floor finish to recoat the floor. Refinish - after stripping floors, apply coats of seal and floor finish. Restorer apply a chemical to finished floors in either a mop bucket or automatic scrubber, let dry to a dull haze and burnish with a high-speed burnisher to produce a shine on the floor. Room assignment sheets The room assignment sheet indicates the rooms that the particular GRA has to service, giving their status as indicates in the daily work report. The sheet also lists any pick up rooms that the GRA has to service, apart from the rooms in his/her section. Room status discrepancy A situation in which the housekeeping departments description of a rooms status differs from the room status information with the front office. Room status report A report that allows the housekeeping department to identify the occupancy or condition of the propertys rooms. It is generated daily through a two-way communication between housekeeping and front office.

Refurbish To give a new look to a room by re-decorating, renewing soft furnishings, and possibly changing the carpet and touching up the furniture. Room Change - When a guest moves from one room to another room Room section A group of 15-16 guestrooms reasonably contiguous to each other. Room Status Report report completed to indicate the status of each room, whether vacant, occupied or out of order Rotary - shampoo a carpet with a 300rpm buffer using a carpet brush and solution tank attached to the buffer, chemical dispenses through the carpet brush. Routine work - repetitive tasks of cleaning, trash removal, vacuuming, mopping, dusting, etc. Runners In this context, lengths of matting made of synthetic or natural fibres, placed at entrances to prevent dirt and dust from entering the building. ( Another use of the term runner in housekeeping is for a person who is charged with the duty of conveying orders from housekeeping department to the staff on guest floor ). Safety stock level The number of purchase unit that must always be on hand in case of emergencies, damages, delays in delivery and so on. Sani-bin These are small metal or plastic containers with lids, kept in toilets for collection of soiled sanitary towels. Sanitization - reduction of bacteria levels to numbers which are generally considered safe. Scrubbing - remove dirt with a 175-300 rpm floor buffer, use green pad and floor cleaner, mop up or vacuum up residue. Sealer - a penetrating chemical to seal pores of a floor so finish can adhere better to the floor; normally apply two coats of seal to a stripped floor. Service directory This is a booklet in which the services offered to guests by the hotel are listed, along with the intercom numbers to reach the relevant departments. Shampooing - to clean a carpet with either steam extraction, bonnet, rotary methods. Skipper A room status that indicates the guest has left the hotel without making arrangements to settle his/her account. Sleeper A room status means that the guest has settle his/her account and left the hotel but the front office staff have failed to update the room status. Soft floors- include composition materials such as the various resilient tiles and cork. Splotchiness - a floor showing irregular areas of varying reflectivity, caused by improper

stripping. Spotting - to spray a carpet spotter on stain to remove with a clean cloth, work towards the center of the stain. Spray Buffing - use a 300 rpm buffer, spray chemical on floor, clean and buff with a red pad, produces a shine on the floor. Stripping - apply chemical to completely remove all floor finish and sealer, may use buffer or automatic scrubber. Spotting - Word used to describe the removal of stains from a limited surface. Stay Over - An occupied room that will not check out at the end of stay. Studio bed this is dual purpose bed that is used as divan in the daytime and converts into a bed in the night after the removal of bolsters and covers. Swab cloth A soft, absorbent cleaning cloth used for wet cleaning work, such as for wash basin, baths, and so on. Sani-bin These are small metal or plastic containers with lids, kept in toilets for collection of soiled sanitary towels. Surveillance equipment Equipment such as CCTVs ( Closet circuit televisions ) that help to closely observe suspicious activities and persons. Scanty baggage A room status indicating a room assigned to guest with small, light and few pieces of luggage that could be carried away without obviously indicating a departure, should a guest walk out with them. Shelter cabinet - Located on each floor and contains linen necessary to service the guest room. Single - A guest room bed intended for only one person. Indicates a single (1) bed. Soft water Water in which the level of dissolved calcium and/or magnesium is below 60 ppm. Soiled linen Dirty and stained linen that required laundering. Spotting The specialized function of stain removal carried out by skilled personal called spotters, using appropriate equipment and stain-removal agents. Stain A spot or discoloration left on fabrics from contact with and absorption of foreign substances. Sorting The process of separating soiled linen into different categories: those requiring dry-

cleaning and those that should be laundered under different conditions, such as whites and colored. In other words, sorting is governed construction and the amount and kind of soil. Stock taking The physical verification of inventory items by counting up stocks of all items at periodic intervals. Stock taking is also termed conducting inventory . SWB Salaries, Wages and Benefit. Timeshares vacation interval hotels. These involve individuals purchasing the ownership of accommodations for a specific period of time, usually one or two weeks a year. These owner then can occupy the unit during that time. Owner may also have the unit rented out by the management company that operates the hotel. Tent cards Hotel publicity cards in the shape of tents placed in guestrooms. Terrazzo Flooring which consists of marble, granite and other decorative chips set in cement. Turn down service A special service provided by the housekeeping department in which a room attendant enters the guestroom early in the evening to re stock supplies , tidy the room and turn down the covers on the bed in preparation for the night. Tooth glass A glass placed on the vanity unit as a guest supply and used for gargling or to keep the guests toothbrush, dentures, or other similar items in. Twin bed - A guest room bed at master room suites that can accommodate a maximum of two persons. Indicates two (2) single beds. Updating - To transmit the most accurate status of rooms to the Front Office and Housekeeping terminals. Water closet Sanitary fitting consisting of the toilet bowl and the cistern. Vanity area A unit comprising a wash basin and mirror, surrounded by flat area where soap, dental kits, saving kits, and tooth glasses are kept. Vacant The status of a room in which no guest has slept the previous night and which is not yet occupied. Vacuuming - to remove dirt from carpet with an upright vacuum, back-pack or canister vacuum. Back-pack and canister vacuums are also used on hard surface floors, stairs, and furniture. V.I.P - Abbreviation for Very Important Person who has been designed by Management for receiving special service Wet Mop - put water down, mop floor and wring out mop, mop floor again and pick-up water with wet vacuum.

Wi-fi Wireless fidelity. This is an amenity provided nowadays by world class hotels. Wi fi enables guests to access a wide range of information, applications, and computing resources without connectivity problem. Zero base budgeting Zero base budgeting refers to hiring employees while taking into account the actual occupancy for a specified period of time.

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