INSTITUTIONAL ASSESSMENT TOOL

HOUSEKEEPING NC II
 Institutional Evaluation Tool

1. Self-Assessment Guide
2. Instructions to the Candidate and Rating Sheets
a. Written test: Multiple Choice
b. Answer Sheet for the written test
c. Performance Test
d. Rating Sheet for Demonstration with oral questioning
e. Questioning Tool

SELF-ASESSMENT GUIDE
Qualification: HOUSEKEEPING NC II

Unit of Competency:  Provide Housekeeping Services to Guests

 Clean and Prepare Rooms for Incoming Guests
 Provide Valet/Butler Service
 Laundry Linen and Guest Clothes
 Clean Public Areas, Facilities and Equipment
 Deal with/Handle Intoxicated Guests
Instructions:
 Read each question in the left-hand column of the chart.
 Place a check on each question to indicate your answer.

Can I? YES NO
 Accept and record guest/staff housekeeping requests and
service delivery in accordance to enterprise policies and
procedure.
 Confirm and note details of requests made in accordance
with enterprise procedures
 Made apology where a request has arisen from a delayed
delivery of service
 Demonstrate an ability to offer courteous, prompt and
friendly service to guest *
 Refer requests not related to housekeeping to appropriate
department.
 Identify service/item obtained through liaison with other
staff in accordance with enterprise procedures
 Locate and deliver required items to guest room in
accordance with enterprise procedures
 Demonstrate a range of knowledge and skills in
housekeeping services/materials/solutions and
equipment*
 Set up equipment in guest room in accordance with the
request of the guest
 Remove from guest room requested items in accordance
with enterprise procedures.
 Advise guest on services and items available through
housekeeping department
 Advise guest on use of items delivered to guest room
 Demonstrate to guest the proper use of delivered item to
the guest room
 Liaise with other staff and department to provide support
services
 Report equipment malfunction to appropriate personnel in
accordance with enterprise procedures
 Advise management on dangerous or suspicious
circumstances in accordance with enterprise procedures.
 Update other departments on the status of service
requests
 Select correct cleaning, supplies and equipment required
for servicing rooms and prepared for use
 Identify accurately supplies for trolleys and selects or
orders in sufficient numbers in accordance with
establishment procedures
 Safely load trolleys with adequate supplies in accordance
with establishment procedures
 Identify correctly rooms requiring service based on
information supplied to housekeeping staff
 Demonstrate an ability to organize and carry out the
complete guest room services *
 Access rooms in accordance with the establishment’s
customer service and security procedures
 Strip beds and mattresses, pillows and linen are check
for stains and damage rooms are check whether guests
left any valuables
 Segregate immediately Items with stains and forward to
the Laundry Department for proper processing
 Replace bed linens in accordance with establishment
standards and procedures
 Clean rooms in correct order and with minimum
disruption to guests
 Clean and check all furniture, fixtures and fittings in
accordance with establishment procedures and
hygiene/safety guidelines
 Check, replenish or replace room supplies , in
accordance with establishment standards
 Identify pests promptly and appropriate action is taken in
accordance with safety and establishment procedures
 Check rooms for any defects and are accurately reported
in accordance with establishment procedures
 Record damage items are in accordance with
establishment procedures
 Report promptly any unusual or suspicious person, item
or occurrence in accordance with establishment
procedures
 Collect and store guest’s belongings left in vacated rooms
in accordance with lost and found establishment
procedures
 Clean trolleys and equipment after use in accordance
with safety and establishment procedures
 Store correctly all items in accordance with
establishment procedures
 Check and replenish or re-order supplies and items in
accordance with enterprise procedures
 Provide additional housekeeping services as requested in
accordance with enterprise procedures
 Carry out turn over procedure for next shift in
accordance with enterprise procedures
 Demonstrate an ability to provide room service within the
timeframe required by a commercial accommodation
establishment *
 Demonstrate and explain the current role of valet service
within the hospitality industry *
 Enhance rapport and established a feeling of goodwill
between the guest within limit of responsibility
 Demonstrate exemplary personal presentation and
communication standards *
 Access and utilize individual guest’s records to provide
personalized and quality services based on guest
instructions and enterprise policy
 Follow valet grooming and communication standards in
accordance with enterprise policy
 Set luggage in room based on guest instructions and
enterprise policy
 Process guest clothes based on guest instructions and
enterprise policy
 Demonstrate the ability to care for guest property *
 Clean shoes based on guest instructions
 Make or organize repairs based on guest instructions in
accordance with enterprise policy
 Maintain confidentiality of guest’s property and activities
in accordance with legal and ethical requirements
 Pick up guest clothes in accordance with enterprise
requirements
 Pick up In-house items in accordance with enterprise
requirements
 Sort and count items correctly according to cleaning
process required and urgency of the item
 Check for stains and treats items for laundering using
the correct process
 Select laundry methods in accordance with textile
labeling codes and based on fiber and fabric, dye
fastness, degree of spoilage and washing instructions
 Operate laundry equipment safely in accordance with
manufacturer’s instructions *
 Record any damage arising from the laundering process
and appropriate person(s) is/are notified in accordance
with establishment procedures
 Use cleaning agents and chemicals in accordance with
manufacturer’s instructions and specific laundry
 equipment
 Demonstrate correctly and identify the process required
for different types of laundry *
 Check items after the laundering process to ensure
quality cleaning
 Complete correct pressing and finishing processes in
accordance with textile characteristics and client
requirements
 Perform post cleaning laundry activity in accordance with
enterprise requirements
 Check results of cleaning and appropriate additional
action is taken.
 Process internal record and billing instructions in
accordance with enterprise procedures
 Produce necessary internal laundry reports
 Deliver guest clothes in accordance with enterprise
requirements
 Deliver in-house items in accordance with enterprise
requirements
 Demonstrate the complete the full laundering process *
 Demonstrate and understand the importance of cleaning
services to the overall quality of service provided by the
establishment/workplace *
 Select equipment according to type of cleaning to be done
 Check all equipment if clean and in safe working
condition prior to use
 Select and prepare suitable dry and wet cleaning agents
and chemicals in accordance with manufacturer’s and
relevant occupational health and safety requirements
 Select and use protective clothing where necessary
 Assess use furniture, fixtures, ceilings and walling
materials
 Select appropriate cleaning equipment and chemicals in
accordance with the type of material used
 Select and use safe and efficient relevant equipment and
cleaning agents in accordance with acceptable
establishment/workplace procedure *
 Apply cleaning technique on furniture and walling
materials in accordance with type of material used
 Apply appropriate procedures in accordance with the
technique
 Clean and store equipment and chemicals properly in
accordance with manufacturer’s specifications and
requirements
 Prepare wet and dry areas for cleaning and hazards are
identified and assessed
 Barricade or warning signs place in the work area as
 appropriate, to reduce risk to colleagues and customers
 Select and apply cleaning agents
 Select equipment according to type of cleaning to be done
 Check all equipment if clean and in safe working
condition prior to use
 Select and prepare suitable dry and wet cleaning agents
and chemicals in accordance with manufacturer’s and
relevant occupational health and safety requirements
 Select and use protective clothing where necessary
 Assess use furniture, fixtures, ceilings and walling
materials
 Select appropriate cleaning equipment and chemicals in
accordance with the type of material used
 Apply cleaning technique on furniture and walling
materials in accordance with type of material used
 Apply appropriate procedures in accordance with the
technique
 Clean and store equipment and chemicals properly in
accordance with manufacturer’s specifications and
requirements
 Prepare wet and dry areas for cleaning and hazards are
identified and assessed
 Barricade or warning signs place in the work area as
appropriate, to reduce risk to colleagues and customers
 Select and apply cleaning agents or chemicals on specific
areas in accordance with manufacturer’s
recommendations, safety procedures and establishment
policies and procedures
 Use safe equipment in accordance with manufacturer's
recommendations
 Dispose of garbage and use chemicals in accordance with
hygiene, safety and environmental legislation
requirements
 Clean equipment after use in accordance with enterprise
requirements and manufacturer’s instructions
 Carry out routine preventive maintenance or arranged in
accordance with enterprise procedures
 Identify and report defects in accordance with
establishment procedures
 Store equipment in the designated area and in a
condition ready for re-use.
 Store and control chemicals in accordance with health
and safety requirements
 Assess level of intoxication of guest in accordance with
industry procedure.
 Offer assistance politely to intoxicated guest in line with
enterprise procedure.
  Refer urgently difficult situation to immediate boss as per
enterprise regulations.
 Watch intoxicated guest lying on the floor is not touched
but is carefully in line with industry practice.
 Sought immediate assistance from hotel security
personnel for the situations that posing a threat to safety
and security according to enterprise procedure.
 Analyze and apply procedures carefully and politely the
position to the guest the situation using appropriate
communication skills and in accordance with
organizational policy
 Deal with intoxicated persons and underage drinkers
with caution and care in compliance with legal
regulations and in line with industry practice.
 Comply with legislative requirements as per alcoholic
regulations.
I agree to undertake assessment in the knowledge that information gathered
will only be used for professional development purposes and can only be
accessed by concerned assessment personnel and my manager/supervisor.

Date:

___________________________________________________ ____________
Candidate’s Name and Signature
Note: Critical aspects of competency*
 INSTRUCTIONS TO THE CANDIDATE

HOUSEKEEPING NC II

INSTRUCTIONS TO CANDIDATES
1. You have one (1) hour to complete this test.

2. Section A consists of Multiple Choice Test with 70 questions. Answer

ALL Questions and write the letter that corresponds to your answer.

Section B consists of 10 items Matching Type Questions. Match

Column A with Column B and write the letter of your choice.

Section C consists of 2 Questions first question is for 8 points and

second question is for 12 points with a total of 20 points. Answer
briefly and in paragraph form.

3. Write your examination number code in every answer sheets that you
submit.

4. Do not write on the question paper.

5. Return the question paper to the proctor at the end of the 1 hour test.

SECTION A: MULTIPLE CHOICE

Instruction: Choose the correct or the best answer and WRITE the letter
that corresponds to your choice on the answer sheet provided.

1. Head of the housekeeping department

A. General Housekeeper
B. Executive Housekeeper
C. General Manager
D. Housekeeping Manager

2. Person responsible in maintaining the cleanliness and orderliness of

guestroom corridors and closets per floor level.
A. Property custodian
B. Linen/laundry attendant
C. Public Area Attendant
D. Room Attendant

3. Person responsible in maintaining the cleanliness of area such as lobby

and restaurants.
A. Property custodian
B. Linen/Laundry Attendant
C. Public Area Attendant
D .Room Attendant

4. Person responsible for sorting, counting and issuing newly laundered

linen uniforms
A. Property custodian
B. Linen/laundry Attendant
C. Public Area
D. Room Attendant

5. Person responsible in ensuring cleanliness orderliness of Housekeeping

storage areas.
A. Property custodian
B. Linen/Laundry Attendant
C. Public Area Attendant
D. Room Attendant

6. Maintains the cleanliness and orderliness of the Housekeeping storage

areas.
A. Property Admin Section
B. Linen & Laundry Section
C. Public area
D. Room Section

7. Provides linen and laundry supplies to the rooms and public areas
A. Property Admin. Section
 B. Linen & Laundry Section
C. Public Area
D. Rooms Area

8. Maintain the cleanliness of the public areas.

A. Property Admin Section
B. Linen & Laundry Section
C. Public Area
D. Room Section

9. Responsible in maintaining the cleanliness and orderliness of the

guestrooms.
A. Property Admin. Section
B. Linen & Laundry Section
C. Public Area
D. Room section

10. A business with a building structure the provides comfort services like
food and shelter to guest when the travel
A. Hospital
B. Hotel
C. Shopping Malls
D. Restaurants

11. Basic source of dirt.

A. Dust
B. Soil
C. Stain
D. Tarnish

12. Dried up soil in any surface

A .Dust
B. Soil
C. Stain
D. Tarnish

13. A type of dirt when mixed with water and oil

A. Dust
B. Soil
C. Stain
D. Tarnish

14. Discolorations carried by stains that were not remove for sometime
A. Dust
B. Soil
C. Stain
D. Tarnish
15. Application of hot water to greasy spot uses what type: of cleaning
element
A .Time
B. Chemical Action
C. Mechanical Action
D. Temperature

16. Wiping with rugs is an example of what type of cleaning element.

A. Time
B. Chemical Action
C. Stain
D. Tarnish

17. Type of cleaning required when an area has foul order

A. Air cleaning
B. Waste Segregation & Disposal
C. Wet & Dry surface Cleaning
D. Washing

18. Waste Materials and garbage require what type of cleaning

A. Air cleaning
B. Waste segregation & Disposal
C. Wet &Dry surface Cleaning
D. Washing

19. Type of cleaning needed when surfaces are with marks, stains and
mildews
A. Air Cleaning
B. Waste segregation & Disposal
C. Wet &Dry surface Cleaning
D. Washing

20. Most effective type of cleaning needed for fabric materials such as bed
and bath linens
A. Air Cleaning
B. Waste segregation & Disposal
C. Wet & Dry surface cleaning
D. Washing

21. A comprehensive compilation of all the facilities and services being

offered in the hotel which may include pen: stationary, and post card
among others.
A. Compendium
B. Telephone Directory
C. Directory of hotel services
D. Room services Menu
22. A Printed material which informs housekeeper that guest doesn’t wish to
be disturbed.
A. Make up sign
B. Fire Exit Sign
C. DND Sign
D. Guest Survey Form

23. Linen use to protect the mattress from stain

A. Bed cover
B. Bed Pad
C. Bed sheet
D. Pillow Case

24. Linen used to protect sheets from dust and adds beauty to the bed
A. Bed Cover
B. Bed Pad
C. Bed Sheet
D. Pillow Case

25. Where guest items to be laundered can be placed.

A. Laundry Bag
B. Basket
C. Fruit Basket
D. Plastic bag

26. Size of cake soap in grams.

A.15g
B. 20g
C. 25g
D. 30g

27. Linen used to keep guest from slipping in the bathroom floor.
A. Carpet
B. Wash cloth
C. Bath Mat
D. Bath towel

28. Used for covering hair during shower

A. Hat
B. Umbrella
C. Towel
D. Shower Cap

30. Linen that acts as insulator to keep the body warm.

A. Bed Cover
B. Bed Pad
C. Bed Sheet
D. Blanket
31. Bath linen with a size of12”x12”
A. Bath towel
B. Wash cloth
C. Hand towel
D. Bath mat

32. It is use to stock a given number of line, equipment and supplies to an

allotted number of rooms
A. Maid’s Cart
B. Vacuum Cleaner
C. Carpet Sweeper
D. Hamper Cart

33. Used to underline garbage cans/waste baskets to contain waste.

A. Garbage bag/liner
B. Plastic Bag
C. Garbage Can
D. Cloth

34. Cleaning brush used for hard to reach areas like ceiling remove cobwebs
A. Shoe Brush
B. Toilet Bowl Brush
C. Cobweb Brush
D. Hand Brush

35. Equipment use in scrubbing and polishing hard surfaces

A. Vacuum Cleaner
B. Carpet sweeper
C. Extractor
D. Polisher

36. Equipment where soiled linens are place

A. Hamper Cart
B. Garbage Can
C. Maid’s Cart
D. Garbage Bag

37. Use to clean mirrors and glasses to avoid stains and in removing excess
water from surface to dry up fast.
A. Cloth
B. Squeegee
C. Brush
D. Sponge

38. Supply used for dusting surfaces and drying up bathroom walls and
floors tiles
A. Brush
B. Cleaning cloth
C. Feather duster
D. Scouring Pad
39. Equipment used to pick up dirt in carpeted floors
A. Tong
B. Vacuum cleaner
C. Carpet sweeper
D. Polisher

40. Eliminates foul odor and maintains an odor –free environment; it

counteracts state
A. Degreaser
B. All Purpose cleaner
C. Deodorizer
D. Disinfectant

41. Use to destroy disease –carrying microorganism

A. Degreaser
B. All Purpose cleaner
C. Deodorizer
D. Disinfectant

42. The following are needed in cleaning the lobby except

A. Broom and dustpan
B. Mop and bucket
C. Bowl cleaner
D. Glass cleaner

43. The following are bathroom supplies except:

A. Towels
B. Laundry Bag
C. Soap
D. Shower cap

44. The following are bedroom accessories except:

A. Telephone
B. Matches
C. Coffee maker
D. Tissue Roll

45. Type of cleaning method or action use in vacuuming

A. Figure of 8 action
B. Forward motion
C. Slow, forward strokes
D. Horizontal and vertical

46. Part of the bed which acts as shock absorber.

A. Box spring
B. Ball caster
C. Bed Frame
D. Mattress
47. It compasses all materials used in the making of a bed.
A. Linens
B. Pillows
C. Blankets
D. Bedding

48. These are courtesies given to guest during their stay.

A. Gifts
B. Remembrance
C. Tokens
D. Amenities

49. Area that requires constant cleaning because of heavy public traffic
which leaves footprints Candy wrappers and cigarette butts.
A. Lobby
B. Restaurant
C. Public restroom
D. Function Rooms

50. Part of the bathroom that is sponge last:

A. Walls
B. Lavatory
C. Floor
D. Tub

51. In making a cleaning solution, what water temperature is needed

A. Hot
B. Cold
C. Warm
D. Boiling

52. A Senior servant in a well –to-do household

A. Butler
B. Room Attendant
C. Laundry Attendant
D. General Manager

53. The following are inflammable liquids except for :

A. Oil
B. Petrol
C. Grease
D. Water

54. It trips the alarm system if the smoke exceeds permissible limits.
A. Fire alarm system
B. Smoke detection system
C. Sprinkler system
D. Fire Drill
55. The following are combustible materials except for:
A. Wood
B. Paper
C. Textile
D. Petrol
56. System set off by heat not smoke in which the glass bulb cracks with a
certain degree.
A. Fire alarm system
B. Smoke detection system
C. Sprinkler system
D. Fire Drill
57. Type of fire which includes those caused by electrical equipment
A. Class A
B. Class B
C. Class C
D. Class D
58. Type of fire which includes those caused by inflammable liquids.
A. Class A
B. Class B
C. Class C
D. Class D
59. Type of fire which includes those caused by combustible materials.
A. Class A
B. Class B
C. Class C
D. Class D
60. Countries where female butlers are highly needed
A. Japan and china
B. USA and Russia
C. Australia and Austria
D. Middle and Far East
60. Normally, how long can a found article be kept in the lost and found
property hotel before it can be auctioned or be given to the staff who found it
A. 12 months
B. 6 months
C. 24 moths
D. 9 moths
61. The age old iron used at home.
A. Shirts & jacket press
B. Hot head press
C. Steam iron
D. Steam press
62. It removes stain and dirt from fabrics using solvent instead of water.
A. Dry cleaning
B. Extractor
C. Washing machine
D. Steam presser
63. Flattens out linens to eliminate creases.
A. Dry cleaning machine
B. Ironing machine
C. Washing machine
D. Steam presser
64. A press that has a hot iron surface instead of a padded one on top
A. Uniform press
B. HOT head press
C. Steam Cabinet
D. Steam press
65. A Press for expensive material to avoid getting burned.
A. Shirts & Jackets press
B. Hot Head press
C. Steam cabinet
D. Steam press
66. Press that Has 2 pads that press together.
A. Uniform press hot
B. HOT head press
C. Steam cabinet
D. Steam press
67. Where sorted linens are place before washing.
A. Bins
B. Trolley
C. Hamper cart
D. Maid’s cart
68. A chamber where uniforms or line are hung and moves through,
steaming, and removing wrinkles as they move
A. Uniform press
B. Hot Head press
C. Steam cabinet
D. Steam press
69. Used to soften linens
A. Detergent
B. Bleach
C. Softener
D. alkali

70. Used to improve the color of the white fabrics

A. Detergent
B. Bleach
C. Softener
D. Alkali
SECTION B: MATCHING TYPE

Instruction: Match Column A with Column B. Write the letter of your

choice on the answer sheet.

Column A Column B

1. SEIRI A. Standardize

2. SEITON B. Sweep

3. SEISO C. Sort

4. SEIKETSU D. Self-Discipline/Sustain

5. SHITSUKE E. Systematize

6. ANZEN F. Security

7. KEIBI G. Safety

8. VAC H. Vacant Ready

9. VC I. Vacant Dirty

10. VD J. Vacant
SECTION C: ESSAY

Instruction: State your answer briefly and direct to the point. Use the back
part of your answer sheet. Copy the questions first before answering.

1. Bed Making Procedures (8 points)

2. Room Make up Procedures (12 points)

 ANSWER SHEET

Name of Candidate : _______________________________________

Examination Number Code : ________________
Qualification : Housekeeping NC II

ANSWER SHEET FOR WRITTEN TEST

SECTION A: (MULTIPLE CHOICE)

1. 15. 29. 43. 57.

2. 16. 30. 44. 58.

3. 17. 31. 45. 59.

4. 18. 32. 46. 60.

5. 19. 33. 47. 61.

6. 20. 34. 48. 62.

7. 21. 35. 49. 63.

8. 22. 36. 50. 64.

9. 23. 37. 51. 65.

10. 24. 38. 52. 66.

11. 25. 39. 53. 67.

12. 26. 40. 54. 68.

13 27. 41. 55. 69.

14. 28. 42. 56. 70.

SECTION B: (MATCHING TYPE)

1. 3. 5. 7. 9.

2. 4. 6. 8. 10.
SECTION C: (ESSAY)
1.
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2.
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The trainee’s written test was:

Satisfactory  Not Satisfactory 

Feedback to trainee:

General comments [Strengths / Improvements needed]

Trainer’s signature: Date:

 RATING SHEET FOR DEMONSTRATION WITH ORAL QUESTIONING
 to show if
 evidence is
 demonstrated
 During the demonstration of skills, did the trainee:
Yes No

Set up equipment and trolleys

Correctly select and prepare cleaning supplies and
equipment required for servicing rooms
Accurately identify and select or order in sufficient
numbers of supplies for trolleys in accordance with
enterprise procedures
Safely load trolleys with adequate supplies in accordance
with enterprise procedures
Access rooms for servicing
Organize and carry out the complete guest room services
Provide room service within the timeframe required by a
commercial accommodation establishment
Correctly identify rooms requiring service based on
information supplied to housekeeping staff
Access rooms in accordance with the establishment’s
customer service and security procedures
Make up beds
Strip beds and mattresses
Check pillows and linen for stains and damages
Check rooms whether guests left any valuables
Segregate and forward items with stains to the Laundry
Department for proper processing
Replace bed linens in accordance with enterprise
standards and procedures
Clean and clear rooms
Clean rooms in correct order and with minimum
disruption to guests
Clean and check all furniture, fixture and fittings in
accordance with enterprise standards and procedures
Check, replenish or replace room supplies in accordance
with enterprise standards and procedures
Promptly identify and take appropriate action on pests in
accordance with safety and enterprise procedures
Check and accurately report rooms for any defects in
accordance with enterprise procedures
Record damaged items in accordance with enterprise
procedures
Promptly report any unusual or suspicious person, item or
occurrence in accordance with enterprise procedures
Collect and store guests belongings left in vacated rooms in
accordance with lost and found enterprise procedures
Clean and store trolleys and equipment
Clean trolleys and equipment after use in accordance with
safety and enterprise procedures
Correctly store all items in accordance with enterprise
procedures
Check and replenish or order supplies and items in
accordance with enterprise procedures
Provide additional housekeeping services as requested in
accordance with enterprise procedures
Carry out turn over procedure for next shift in accordance
with enterprise procedures

The trainee’s demonstration test was:

Satisfactory  Not Satisfactory 

Feedback to trainee:

General comments [Strengths / Improvements needed]

Trainer’s signature: Date:

QUESTIONING TOOL

Satisfactory
Questions to probe the candidate’s underpinning Response
knowledge
Yes No
Extension / Reflection Questions
1. What would you do if the guest vomits in the bed after
 
you have done the bed make-up?
2. What if you were using right side of flat sheet as the
 
first sheet instead of fitted sheet?
Safety Questions
1. What safety equipment & clothing should you used
 
when making up a bed?
2. What precaution must you take in tucking in sheets?  
Contingency Questions
1. What would you do if the guests request for the flat
 
iron?
2. What would you do if the guest complaints that you are
not changing the linens because every time he/she  
got on bed she gets irritated?
Infrequent Events
1. What would you do if there is a dead person in bed?  
2. If happened, the guests are having sex in bed, what
 
action should you take?
Rules and Regulations
1. What are the procedures in making up a bed?  
2. What are the rules necessary for joiners?  
The trainee’s underpinning knowledge was:
Satisfactory  Not Satisfactory 
Feedback to trainee:

The trainee’s overall performance was:

Satisfactory  Not Satisfactory 
Trainee signature: Date:
Trainer signature: Date:
Acceptable answers are:
Extension / Reflection Questions
1. Help the guests and offer him/her water and strips the soiled
linens and replace it with a new one.
2. Don’t use anymore fitted & vice versa
Safety Questions
1. When tucking in sheets bend your knee and not you’re back or
your waist so as to prevent back injury.
2. Wear personal protective equipment while doing the bed make-up.
Contingency Questions
1. First apologize to the guest because of inconvenience and change
all linens with a new one in front of him/her.
2. Explain to the guest that they are not allowed to do ironing inside
the room and offer the ironing services in the hotel and it has
corresponding charges.
Infrequent Events
1. Never touch the dead and report immediately to the housekeeping
supervisor for proper action.
2. Apologize to the guest for disturbance and excuse yourself if it’s ok
to continue to do the room make up or later.
Rules and Regulations
1. First place the bed pad on top of the mattress, put on first sheet -
right side up, crease down center-miter all four corners then tuck
in corners of sheet, put on second sheet – wrong side up, crease
down center – ensuring it touches the headboard, put your duvet
on the second sheet – 6 inches away from the head of the bed and
spread evenly with the same amount of overhang on each side of
the bed, working with sheets and duvet as one, tuck in the sheets
from the foot of the bed and miter the bottom corners, turn second
sheet over onto duvet to make a room for pillows and put on bed
spread or bed cover and inspect from both sides.
2. Inform the guest that you do not allow unregistered guest to stay
overnight inside the guestroom, they should first register at the
front desk.
Trainer signature: Date: