HOUSEKEEPING

PROCEDURES ON HOW TO CHECK OUT/ MAKE UP ROOMS

PART I.

A. Knocking……… Housekeeping……….. Introduced yourself

- Caddy
- Floor Polisher
- Vacuum
- Laundry Basket
B. Searching

PART II.

C. Identify consumed Mini Bar items

D. Record and Report

PART III.

E. Turn off (Lights) Electrical Equipment

F. Open the windows and Curtains

PART IV.

G. Clear out all trashes

- Dirty Dishes
- Collect used soiled linens and towels
- Garbage’s

PART V.

H. Dusting
I. Sweep the floor
J. Apply floor wax
K. Scrub the floor
L. Vacuum the Carpet

PART VI. (TOILET)

M. Open the door and lights

1. Flush the Toilet
2. Pour the bowl cleaner
3. Wash the glasses and set aside
4. Clean the vanity mirror using squeegee
5. Clean the lavatory
6. Wash the shower curtain bottom parts with warm water. Let it dry.
7. Take the bathroom floor pad and do the brushing. Set aside.
8. Wet the wall tiles and scrub with soap using scrub pad.
 9. Wipe the Faucet with metal polish if necessary.
10. Rinse the wall sponge dry.
11. Scrub the toilet rims scrub and flush the toilet bowl.
12. Scrub the floor tiles with soap. Rinse sponge dry.

PART VII

N. FOLLOW MAKE UP BED PROCEDURE. (5 MINUTES)

PART VIII.

O. Restore and check electrical Equipment’s.

P. Draw the curtains and close the windows.
Q. Spray with insecticides and air freshener.
R. Take out all cleaning equipment’s and material used in cleaning.
S. Replenish memo pad. Mini bar items, and Refill thermos if possible.
T. Last look.
U. Lock gently the door.

Butler basic services

1. Hotel Butler makes all the difference.
1. Laundry and Ironing
2. Shoe Shine
3. Packing and Unpacking of guest luggage.
4. Other Personalized Services.
2. He must amount of information.
3. Business attire in 5 star Hotel.
4. Roles of Butler.
- Personal contact to the guest
- Know the guest needs or guest acquaintance.
- Know to motivate and appreciate.
- Invite with smile.
- Does not wait for the guest to make a request, but generate the guest request through
suggestions, comments
- Daily personalized assistance detailed observation.

RAPPORT- It is a feeling of sympathetic understanding, where two people feel a bond between one
another such that they will more easily TRUST one another.

LAUNDRY

1. Make necessary accounting of the guest clothes and linens.

2. Check the manufacturer instructions.
3. Segregate the white from the colored.
 4. Further segregate white according to soilage.
5. Operate the machine properly for washing.
6. Practice proper washing technique.
7. Apply laundry conditioner.
8. Rinse the clothes if issued.
9. Hang the clothes properly.

IRONING

1. Check the manufacturer instructions for ironing.

2. Check the condition and clean the ironing board.
3. Start with the inner part, collar, button hem, pocket and waist.
4. Iron the upper part, then the lower part of the clothes/ Pants.
5. Make the necessary accounting and report.
6. Pack properly and deliver. (Follow packing procedure.)

PROCEDURES IN PERFORMING VALET SERVICES

A. PICKING UP LAUNDRY
1. Pick up the laundry and must list the linen.
2. Validate the actual counts of actual items.
3. Check the possible damage like missing buttons, discoloration, etc.. check the brand.
4. Inform the damage or any discrepancy.
5. Pick up items are place in plastic laundry bag.
6. The soiled items are turned over to the linen incharge.

TRADITIONAL 5 SHEETS

1. PULL THE BED AWAY FROM THE HEADBOARD

2. CHECKED THE BED PAD FOR ANY STAIN AND DAMAGE
3. SPREAD THE 1ST SHEET AND MITRE
4. SPREAD THE 2ND SHEET (WRONG SIDE)
5. SPREAD THE BLANKET 9- 18 FROM THE EDGE OF THE BED.
6. SPREAD THE 3RD SHEET AT SAME LEVEL OF THE BLANKET.
7. MITRE THE LINENS TOGETHER.
8. INSERT THE PILLOW INTO THE PILLOW SLIP.
9. THE OPENING IS INSERTED INTO THE PILLOWCASE
10. COMPLETE WITH THE BED RUNNER.

DUVET BED MAKING

1. CHECKED THE BED PAD FOR ANY STAIN AND DAMAGE.

2. SPREAD FULL THE BED AWAY FROM THE HEADBOARD.
3. THE 1ST SHEET AND MITRE
4. SPREAD THE DUVET JACKET ON THE BED.
5. SPREAD THE DUVET FILLER ON THE TOP AND APPLY THE TECHNIQUE.
6. FOLD THE UPPER PART AND MITRE.
7. INSERT THE PILLOW INTO THE PILLOW SLIP.
 8. THE OPENING IS INSERTED INTO THE PILLOWCASE.
9. COMPLETE WITH THE BED RUNNER.

TURN DOWN SERVICE

1. EMPTIED WASTE BASKET

2. WASHED USED GLASSWARES
3. CLEANED THE TOILET.
4. REPLENISHED AMINITIES
5. MAKE THE BED FOR TURN DOWN SERVICE
6. CLOSED WINDOWS AND CURTAINS
7. CHECKED THE ROOM TEMPERATURE
8. DIMMED THE LIGHT
9. SPAYED ROOM DEODORIZER
10. TOOK ALOOK FOR A FINAL EVALUATION.

HOW TO STRIP THE BED

1. STRIP THE LINEN ONE BY ONE.

2. SHOWED THE TECHNIQUE OF FOLDING THE LINEN.
3. PLACED THE PILLOW ON THE AIR TO AIR.
4. NEVER DROPPED THE LINEN ON THE FLOOR.
5. CHECKED THE BED PAD AGAINST BLOOD STAIN.
6. SEGREGATE THE STAINED LINEN, PLACED ON THE PLASTIC AND MARKED “WITH BLOOD STAIN”

CLEANING OF GUEST SHOES:

 Obtain house training. This is important because the liability of the shoes when damaged during
the cleaning process will be charged to you.
 When ask by the guest to clean shoes, use polishes and brushes belonging to them.
 Clean everything every after use.
 Keep cleaning tools together for easy access.
 Use a shoe tree for leather shoes every time.
 Remove laces before starting cleaning and applying polish. Secure shoes laces, as they will need
to be re- laced in the same way, when cleaning has been completed.
 Apply polish and polish the shoes using brush or cloth in accordance with house protocols or
specific advice from the guest.
 Check laces before replacing them. Fit new laces if necessary or when old laces show signs of
wear. Re- lace the shoes in the same way it was laced before cleaning them.
BUTLER/ PERSONAL ASSISTANT

PA: Good morning sir _____________________. Welcome to BAROTUAN Hotel. I am your butler/
personal assistant ________________________. Sir would you entrust to me your luggage?

Guest: Good morning too. Sure!

PA: We are glad that you arrived safely. How’s your trip sir?

Guest: Hmmm….. Somewhat good but I felt dizzy from the long trip and I need to take a rest.

PA: Oh…maybe you encountered the jetlog sir. But anyway maybe that will only fast for about 2 to 3
hours. Go you need to take a rest sir. Don’t worry sir because we already prepared your room
for your convenience.

Guest: Oh, that would be better. I am totally tired.

PA: If you want to relax sir, we also have service in the body massage. We have experts and
graduates from TESDA who took up massage therapy. If you wish to experience it. We will be
glad to serve you but it has a minimum service fee. If you want to just tell me so that I can
coordinate to the massage therapy service manager who will send the masseur for you.

Guest: That would be great! I’ll just tell you when I need it.

PA: Thank you sir, please follow me at the front office for your booking and confirmation.

Guest: Okay.

(In front of the front office)

PA: Good morning ma’am (FO)_________________. Our guest Sir ___________________ has
arrived just this ________________ AM/ PM. Ma’am, do you have any transaction to be settled
to the guest before I finally send him to his room?

FO: Thank you (PA) ___________________. Good morning Sir _______________. Please sign the
following papers for your confirmation and acceptance.

(If the guest sign his paper) (after the transaction)

FO: Thank you Sir ____________________. Okay Mr. _____________________. You may now send
our guest to his room.

PA: Thank you ma’am _________________. May I now get the room key of our guest. Sir
________________, please follow me at the elevator. (the PA opens the elevator. Let the guest
be the first one to enter the elevator as a sign of the respect and courtesy.)

(In front of room)

PA: Sir, wait for a while. I’ll be checking first the room condition. (check thoroughly the condition of
the room)
(after the checking)

PA: Sir _____________________, please come in cause I have already checked the room condition
and it safe sir.

(after entering the room)

PA: Sir __________________. If you wouldn’t mind, may I now ask your permission to unpack your
luggage?

Guest: Sure.

PA: Is there any valuable inside your luggage sir? If there is, we have here the concierge (safety box
for safekeeping)

Guest: oh, nothing valuable inside aside from my clothes and other personal belongings.

(PA unpacks the luggage. Put the dress, shirts and pants inside the cabinet. Use the appropriate hanger
for each item. Put the shoes on the shoe rack. Empty luggage at the luggage rack.)

PA: Sir, let me introduce to you what you can use inside this room. (introduce all the equipment like
air conditioning unit, refrigerator, television, lights, bathroom, phone, etc.)

(after the introduction of all equipment other units in the room.)

PA: Sir ____________________. I have already introduced to you all the equipment and other units
inside this room. Do you have any question sir?

Guest: Nothing more.

PA: If you need my assistance, just call the front office to let me know your request. I’ll be back soon
as by the time of your request. Sir ________________, remember my name ________________.
Thank you sir __________________. Again, welcome to PPSAT Hotel. Enjoy your saty and
Godbless! Bye Sir ______________________.

DEPARTURE OF THE GUEST

PA: Good Day Sir _____________________, soon you’ll be leaving. Before you leave here, we would
like to express our deepest gratitude for staying here with us. We hope that you enjoyed a lot
from every activity you have done in our place. Sir, whenever you plan to comeback here, we
hope that you will stay again in our hotel. You’ve been part of our success and you have shown
us good memories. Sir, do you entrust to me the packing of your luggage?

Guest: Sure.

PA: Do you have any valuables entered in our concierge sir? If there is you may now take it out sir if
you want to include it in your luggage?

Guest: It’s ok. I don’t have any valuables.

(The PA will start packing the guest property into the luggage. He must pack the things in front of the
guest.)

PA: I will now start packing your things sir __________________. Please watch me as I pack your
things in your luggage. Is there anything to be packed sir?

Guest: No more. Thank you for packing my luggage.

PA: I have here sir the bill for payment of your stay in our hotel to be settled in the front office.
Please sign here sir.

( After the signing the guest)

PA: Thank you sir. Will you be the one to pay the bill or you will give me the rights to pay this.

Guest: Oh, very good! Can I entrust you to pay a bill? Here is the money. Keep the change. That is just a
simple token for your very good service to me during my stay in this hotel.

PA: Thank you so much sir. This amount is a great help to my family. Thank you again sir. Ok sir, I’ll
be back later after I settled your bill.

(PA will go to the FO to settle a bill. After settling the bill, PA will go back to the Guest room) ( Take the
luggage of the guest).

PA: Sir, I have already settled your bill. Here is the receipt. The manager told me to say thank you for
your stay in our hotel and wished that you will come back again. If you decided to visit this
place. Sir let’s go! The van is now waiting for you. Let’s go to the airport.

(at the airport)

PA: Sir, Thank you so much for giving us the opportunity to meet and mingled with you. We hope
that you enjoyed a lot from here. We will miss you sir _______________________. Happy
trip….See you soon…. God bless and Goodbye.

THE END