Session Objectives

At the end of this session, you will be able to:

Describe what a Guest Room Attendant is
Identify the responsibilities of a Guest Room Attendant

Introduction
The hotel business provides job opportunities and every establishment has a constant need for a
quality-oriented, efficient and effective workers.
Guest Room Attendant (GRA) is a major part of the hotel workforce who is given the
responsibility of creating positive experiences, pleasurable and memorable moments to meet the
needs of every guest.
What is a Guest Room Attendant?

A Guest Room Attendant or GRA, also known as housekeeper, commonly employed by hotels,
motels and resorts is responsible for the cleaning and maintenance of guest rooms. A GRA's
work directly affects the image of the establishment. As a GRA, you are concerned with the
cleanliness, orderliness and sanitation of guestrooms.
The GRA should also be skilled to look after the proper use, maintenance and storage of cleaning
equipments.
The GRA should also attend to the needs and additional requests of the guest. Moreover,
handling guest complains and unusual incidents reporting lost and found item is part of your
responsibility.
Module1
Lesson2: Maintaining good grooming
Session Objectives
Session Objectives

Introduction

Proper Uniform and Hygiene

Session Objectives
At the end of this session, you will be able to:
Wear the proper uniform according to workplace requirements
Demonstrate good grooming in the workplace
Practice proper hygiene in the workplace
Introduction

Daily activities of a Guest Room Attendant entails a lot of contact with guest. A well groomed
GRA offers a pleasant atmosphere for the establishment. Good personal hygiene is equally
important in creating positive impression in a service-oriented establishment.
In this session, you will learn how to properly look as a Guest Room Attendant learn the
practices done for proper hygiene.

Good Grooming and Hygiene

Greatest care should be exercised when it comes to personal appearance because It it serves as a
form of communication for the business establishment. A well-groomed GRA with good personal
hygiene can help to promote positive and professional image of ones self and the establishment.
1. Uniform

Your uniform should be properly ironed and cleaned with no stains and smell. You should
wear well polished, non-slip, and closed-toe shoes. This will help in building your selfconfidence to present yourself well to the guest. Remember that your grooming will
exhibit a positive and professional image of yourself and the establishment.
2. Hair

Your hair must be neatly tied and completely covered with the hair net.

Women GRA hair must be styled attractively, tied back into a pony tail or bun. Hairnets
must be work at all times.
Male GRA should maintain short hair with no hair touching the collor of the uniform
3. Name Plate/IDs

A Name Plate/IDs should be worn at all times while the GRA is inside the establishment.
It should be displayed properly on the left chest for easy reading of guests.
4. Accessories

Jewelry should be worn to the bearest minimum, meaning only watches, wedding ring
and simple earings for female staff may be worn.
5. Make-up(Female)/Perfume

Apply cosmetics like lipstick, blush and eye makeup neatly and moderately. Use of
heavey perfume is not allowed.
6. Personal Hygiene

Personal hygiene is very important because the GRA is always in direct contact with
guests. The following should be strictly observed:
- Take a daily bath/shower
- Wash and shampoo your hair regularly
- Wash your hands regularly
- Keep hands clean and fingernails short
- Use deodorants and mouthwash.
Module1
Lesson3: GRAs Duties and Responsibilities
Session Objective

Session Objective

Introduction

Responsibilities

Session Objective
At the end of this session, you will be able to:
Learn the main responsibilities of a Guest Room Attendant
Introduction

GRA plays a vital role in the maintenance and upkeep of guestrooms. You must have adept skills
to affect human experience by creating powerful impression on the cleanliness, orderliness, guest
comfort, sanitation, safety and security in every room in your establishment.

Responsibilities
It is time to learn your main responsibilities as a Guest Room Attendant.
1. Housekeeping Cart
The housekeeping cart is used for stocking cleaning supplies such as room amenities,
bath and bed linens, cleaning supplies, materials and equipment. Stocking the cart
properly helps you to finish your tasks faster and easier. You need to prepare your
housekeeping cart.
2. Cleaning the room
When a guest chooses to stay in your hotel, they expect to enjoy a comfortable, clean and
a beautiful room. You play an essential role in providing the comform they desert to
ensure they are satisfied and happy.
Your duties and responsibilities in guestroom maintenance involves maintaining
cleanliness and orderliness in the guestrooms. This includes furnishing the guestroom
with the necessary amenities and supplies such as bed, linen, and appliances, as well as
keeping the room free of safety hazards.
3. Bathroom cleaning

The bathroom needs to be cleaned thoroughly and perfectly because it reflects the overall
standard of quality and cleanliness of your hotel. Remember, cleanliness of the bathroom
is extremely important to guests.
When cleaning the bathroom, the GRA should follow basic rules.

Module2
Lesson1: The Room Assignment Sheet
Session Objectives

Session Objectives

Introduction

The Room Assignment Sheet

Session Objectives
At the end of this session, you will be able to:
Learn what a Room Assignment Sheet is
Determine the order in which to clean their assigned room
Introduction

The Front desk provides detailed information about occupancy and condition of guestrooms to
the Housekeeping as to which rooms will require service on a given day. The Executive
Housekeeper or Supervisor uses this information to control work progress and plan the room
assignment for Guestroom Attendants.
The number of rooms assigned to a Guestroom Attendant is based on the propertys work
standards for specific types of room and cleaning tasks.
The Room Assignment Sheet

The Room Assigment Sheet is a standard form which provides information on the room number,
room status, par allocation, and cleaning time.
The column will tell you the rooms you will clean, the status of the rooms, and supplies that you
will need.
The Guestroom Attendant uses the Room Assignment Sheet to schedule the workday and to
report the condition of each assigned room at the end of the shift. After thorough review of the
Room Assigment Sheet you will have a sense of where to start your day. You have to keep in
mind that in setting your priority in cleaning the room, you should always consider the order that
best helps the guests.
The order in which room to clean is determined by the status of the rooms listed on each Room
Attendant's assignment sheet. The Room Assignment Sheet generally uses simple terms to
indicate room status using codes. This is used to avoid double booking or assigning out-of-order
rooms to guests.
Codes used in the Room Assignment Sheet:
C/O - Check-out-rooms. The guest has settled his/her account, returned the room
keys, and left the hotel. One exception to this is the room where the guest is
requesting for an early makeup of the room.
The C/O rooms are usually cleaned first so the front office can resell the room as a
guest arrives.
MUR - Make up room.
Occ - Occupied Room where guest is requesting service
VD - Vacant Dirty.
OOO - Out-of-Order. The room needs immediate repair
VC - Vacant Ready. The room has been cleaned and inspected.
S/O - Stay Over. The guest is not scheduled to check out that day.
D/O - Due out. The room is expected to become vacant within the day.
DND - Do not Disturb. The guest has requested not to be disturbed.
C/I - Check in. The guest has registered

When you receive your Room Assignment Sheet from your Supervisor, write down important
information such as: your name, floors where rooms are to be cleaned, work schedule, comments
about each room and room items needing repair.
Module2
Lesson2: Maintenance of the Room Attendants Cart
Session Objectives

Session Objectives

Introduction

Maintenance of the Room Attendants Cart

Session Objectives
At the end of this session, you will be able to:
Learn the appropriate procedures of maintaining the Room Attendant's Cart
Identify the function and contents of the Room Attendant's Cart
Introduction

Guestrooms Attendants are skilled workers that require a special set of tools to do their job.
These tools come in various cleaning supplies, equipment, linen, amenities, and other items that
are necessary for preparing and cleaning guest room.
The Room Attendants cart is a useful ally of a GRA. A well-organized and well - stocked cart is
the key to efficiency. It helps you to save time and energy.It reduces waste of time looking for
cleaning items or making trips back to the linen room for more supplies.
Maintenance of the Room Attendant's Cart

The Room Attendants Carts are usually stored in the linen room. It carries all supplies for a halfday room assignment. A well organized, well stocked cart is the Guestroom Attendants key to

efficiency. It is therefore important that you clean and check your cart condition before loading
the necessary items in cleaning the guestrooms.
When using your Room Attendants cart you should quickly carry out the following:
Clean the dust shelves and containers before placing the guestroom supplies
inside the trolley
Check for threads that might have twirled around the wheels. These threads will
make it hard for the cart to be pushed or pulled. It can also cause body strain and
injury
Check the rubber bumper if they are worn out
Check the screws or sharp edges that could catch your clothing and can cause
cuts
Remove soiled linen from the canvass
Remove garbage and replace the liner on the trash canvass
Module2
Lesson3: Stocking the Room Attendants Cart
Session Objectives

Session Objectives

Introduction

Stocking the Room Attendants Cart

Session Objectives
At the end of this session, you will be able to:
Read and examine the details on a Room Assignment sheet properly
Identify the items to be placed on the housekeeping cart

 Know where to ask for the housekeeping cart supplies

Introduction

In this session, you will learn how to prepare the housekeeping cart for room cleaning.

Arranging the supplies

The following are the steps in preparing the housekeeping cart:
1. With your Room Assignment Sheet, check the number of supplies you need to order from
the custodian.
2. Ask the custodian for the supplies needed. Make sure that there would be enough for all
the rooms that you will clean in your shift.
3. Arrange the supplies on the cart. The amenities go on the top shelf, towels on the second
shelf, and sheets or linens on the second shelf. The cleaning tools caddy should go under
the trash canvass.

Here is a quick summary of the items on your cart:

Equipment
Vacuum cleaner
Cleaning tools caddy
Linens
Bath linens
Tools
Cleaning towels
Toilet tools (toilet bowl cleaner)
Dusting tools
Materials
Chemicals (disinfectant, air sanitizer, toilet bowl cleaner)
Room amenities (mini bar food and drinks, toiletries, stationeries)
Remember, early make up rooms are the highest priority followed by occupied room requesting
for service.
Module3
Lesson1: Entering the Room

Session Objectives

Session Objectives

Introduction

Entering the Room

Session Objectives
At the end of this session, you will be able to:
Perform the procedures for room check
Know where and how to place the housekeeping cart during clean up
Introduction

In this session, you will learn how to properly enter the room.

Entering a Guest Room

The following are the steps to perform before entering a guest room:
1. Knock on the door and announce, Housekeeping!.
2. Open the door and peek inside to make sure that there is no guest.
3. Position the housekeeping cart in front of the door as if to block it.
4. Fill in the Room Assignment Sheet with your details:
Name
Floor of rooms to be cleaned
Shift
Date
And place this sheet inside the vanity table drawer
5. Check if there is enough light to easily see the room. Open the lights if they are not yet
opened.

6. Bring in your cleaning materials. The vacuum should be placed at the far end of the
room. The cleaning tools caddy should be placed inside the bathroom.

Module3
Lesson2: Handling lost and found items
Session Objectives

Session Objectives

Introduction

Handling lost and found items

Session Objectives
At the end of this session, you will be able to:
Properly handle lost and found items
Document the lost and found items
Introduction

In this session, you will learn how to handle lost and found items left by the guest.

Handling lost and found items

The following are the steps in handling lost and found items left by the guest:
1. Search the room for items possibly left by the guest. Take these items to the vanity table.
2. Get the ziplock bag clipped together with the Room Assignment Sheet.
3. Place the items inside the ziplock bag.

4. Fill up the lost and found form with the details of the lost and found items.
5. Place the lost and found form inside ziplock bag and seal it.
6. Place the ziplock bag back inside the drawer.

Module3
Lesson3: Remove soiled dishes and garbage
Session Objectives

Session Objectives

Introduction

Removing the trash

Session Objectives
At the end of this session, you will be able to:
Clean out the trash in the room
Replace the garbage bag in the trash can

Introduction

In this session, you will learn how to take out the trash.

Removing the trash

The following are the steps in removing out the trash from the room:

1. Take out the trash bag and close the bag by tying the top.
2. Drop the trash bag inside the trash canvass.
3. Get a new trash bag and place it inside the trash can.

Module4
Lesson1: Checking for stains and damages
Session Objectives

Session Objectives

Introduction

Checking for damages

Session Objectives
At the end of this session, you will be able to:
Properly perform the procedures for room check
Know where and how to place the housekeeping cart during clean up

Introduction

In this session, you will learn how to check the linens for any stains or damages. You will also
learn how to handle items that might still be left by the guest.

Checking for damages

The following are the steps in checking stains and damages:
1. Wear disposable gloves.

2. Carefully check the linens for any stains or damages.

3. If there are any lost and found items found on the bed, follow the same procedures as
before.

Session Objectives
At the end of this session, you will be able to:
Collect the dirty towels
Efficiently strip the bed of its linens
Properly keep the linens on the housekeeping cart

Module4
Lesson2: Collecting the soiled linens
Introduction

Session Objectives

Introduction

Collecting dirty sheets and towels

Introduction

In this session, you will learn how to properly pick up and keep dirty towels and linens.

Collecting the soiled linens

The following are the steps in collecting the soiled linens:
1. Pick up the dirty towels around the room.

2. Place these on one dirty towel and wrap.

3. Remove the pillow cases.
4. Take one pillow case and hang it on the back of a chair. Place other pillow cases inside it.
5. Collect the dirty linens using the square method.
Square Method:
a. Pick up the sheet near the foot of the bed.
b. With your other hand, pick up the edge of the sheet and cross it over to the other
end.
c. Lift the sheet up and put together the two corners. Remember that the sheet
should fold away from you.
d. To fold into a smaller square, drape the sheet over your arm to easy fold in half.

6. Take the pillow case with dirty linens and drop it to the linen canvass.

Module5
Lesson1: Types of linens
Session Objectives

Session Objectives

Introduction

Types of linens

Session Objectives

At the end of this session, you will be able to:

Collect the dirty towels
Efficiently strip the bed of its linens
Properly keep the linens on the housekeeping cart

Introduction

In this session, you will learn how to properly pick up and keep dirty towels and linens.

Types of linens
There are four sheets that go in the bed and these are:
1. Bed Pad
The bed pad is a soft, thin layer of padding that go directly on top of the mattress. This is
secured with a band attached on its four corners. This is used to protect the mattress as
well as give extra comfort to the guest.

2. Flat Sheet
A typical bed which usually has three sheets. The top sheet, second sheet and bottom
sheet. These are soft, thin sheets that the guest will directly come in contact with that is
why it is important that they are soft and well-cleaned.

3. Blanket
The blanket is a heavy type of sheet that go in between two flat sheets. This is to provide
the guest with additional comfort, as well as keep or maintain the correct body
thermostat.

4. Bed Cover
Lastly, a bed cover is put on top of the bed. This is a heavy sheet used to protect the
linens and at the same time, makes the bed look more presentable.

Module5
Lesson2: Body mechanics
Session Objectives

Session Objectives

Introduction

Correct Postures

Session Objectives
At the end of this session, you will be able to:
Make the bed with the proper posture
Prevent back aches and slip disc
Strengthen the body

Introduction

In this session, you will learn the different postures used when making the bed

Correct Postures

Making the bed is a long task to do that is why it is essential for you to keep the proper posture
and prevent any body aches that may arise during the process.
When tucking the sheets in, it is important that you bend your knees and not your back. This is to
help strengthen the knees and at the same time, prevent you from having a slip disc.
Module5
Lesson3: Placing bed pads

Session Objectives

Session Objectives

Introduction

Placing bed pads

Session Objectives
At the end of this session, you will be able to:
Ready the sheets to be used.
Easily place a bed pad

Introduction

In this session, you will learn how to place a bed pad.

Placing bed pads

The following are the steps in placing bed pads:
1. Get the new linens from the third shelf of the cart and place on top of a flat furniture.
2. Get the bed pad and place it at the center of the bed.
3. Spread the bed pad by unfolding one-by-one.
4. Secure the bed pad to the mattress by hooking the attached bands.

Module5

Lesson4: Make up Beds

Session Objectives

Session Objectives

Introduction

Make up Beds

Session Objectives
At the end of this session, you will be able to:
Efficiently place the linens on the bed
Correct placement of each sheet

Introduction

In this session, you will learn how to make up the bed.

Spreading the sheets

The following are the steps in spreading sheets:
1. Pull the bed away from the headboard.
2. Spread the bottom sheet using the fishermans throw
Fishermans Throw

a. Make sure that the label of the sheet is at the foot of the bed
b. Unfold and slowly gather each side on each of your hands, as if you are gathering
a fishing net
c. Fluff the sheets from time to time
d. When all of it is gathered in your hands, stretch your arms with the sheets.
e. Throw the sheet onto the bed but be careful not to let go of the ends
f. Lastly, use the Swim and Pull method to flatten the sheet across the bed
3. Flatten the sheet using the swim and pull method
Swim and Pull
a. Open your palm and slide it quickly across the bed to eliminate the air underneath
b. Pull the edges of the sheet to further eliminate the air

Module5
Lesson5: Tucking and Mitering
Session Objectives

Session Objectives

Introduction

Tucking and Mitering

Session Objectives
At the end of this session, you will be able to:

 Create mitered corners on the bed

Properly tuck sheets on the bed

Introduction

In this session, you will learn how to tuck and miter the sheets on the bed.

Tucking and Mitering

The following are the steps on tucking and mitering:
1. Miter all four corners of the bed.
Mitering
1. Check if the flat sheet is centered on the bed
2. Go to one side of the bed, measure 1 foot away from the corner and take
the edge of the sheet from that point
3. Align your other arm to the edge of the bed and lift the flat sheet up
4. Use the same arm to tuck the sheet that is hanging
5. Bring down the lifted sheet and tuck this in

b. Spread the second sheet with the wrong side up. Make sure that the top edge of this sheet
is spread only until the edge of the bed.
c. Spread the blanket. The edge of the blanket should only be about 6 to 8 inches away from
the top edge of the bed.
d. Spread the top sheet. Fold 2 inches of the top sheet under the blanket.
e. Tuck the sheets in the upper part of the bed and miter the corners at the foot of the bed.
All three sheets are to be tucked together.
Remember to tuck sheets using half of your palm only. Do not slide your arm underneath
the mattress as this can be damaging to your skin.

f. Spread the bed cover. Make sure that the edge of the bed cover is 1 inch away from the
floor. Smooth out the bed cover until it reaches the point where the blanket starts. Here,
fold over the remaining bed cover.

Module5
Lesson6: Preparing the pillows
Session Objectives

Session Objectives

Introduction

Putting the pillow case

Session Objectives
At the end of this session, you will be able to:
Easily put pillows back to their pillow cases
Finish making up the bed

Introduction

In this session, you will learn to put the pillow back to their pillow cases, lay the pillow case
properly on the bed and finish making up the bed.

Putting the pillow case

The following are the steps in preparing the pillows:

1. Fold out half of the pillow case by talking the middle part of the two sides from the
inside.
2. Divide the pillow to two by placing one palm in the middle and using the other hand to
fold one side of the pillow to the other.
3. Slide the folded pillow into the case.
4. Release and hold on the pillow, spread and fluff the pillow.
5. Align the pillows to the bed cover. Make sure that the opening of the pillow cases face
away from the door.
6. With one hand under the bed cover and the other on top of the pillow, quickly flip over to
the headboard to hide the pillows. Tuck the excess bed cover.
Now you are done making the bed!
Module6
Lesson1: Cleaning the Floor and Furniture
Session Objectives

Session Objectives

Introduction

Cleaning the room

Session Objectives
At the end of this session, you will be able to:
Learn how to clean the furniture
Learn how to vacuum the floor

Introduction

In this session, you will learn how to put the pillow back to their pillow cases, lay the pillow case
properly on the bed and finish making up the bed.

Cleaning the room

The following are the steps in cleaning the floor and furniture:
1. Wear work gloves.
2. Wipe surfaces with a dry cloth.
3. Vacuum the floor from the far end of the room until the front door.
4. Dust the furniture. One rule to remember is to dust from Top to Bottom. This means
that you should dust the wall corners first before dusting the lampshades and telephone
among others.
5. Polish the windows using a glass cleaner and wiping it dry with a dry cloth.

Module7
Lesson1: Filling up the Mini Bar Form
Session Objectives

Session Objectives

Introduction

The Mini Bar Form

Session Objectives

At the end of this session, you will be able to:

Check the amenities in a mini bar
Fill out the Mini Bar form

Introduction

In this session, you will learn how to fill out the Mini Bar form.

The Mini Bar Form

The Mini Bar Form contains the list of all the amenities in the room that have a fee. These are
usually food items such as bottled water, soda and snacks. Check the Mini Bar if there are some
items missing. These should be reported to the front desk immediately so that the charges could
be added to the guests bill. Afte that, take out the remaining items on the Mini Bar and place
them on your cart.
In bigger establishments, there is a separate Mini Bar Attendant.

Module7
Lesson2: Setting up the Mini Bar
Session Objectives

Session Objectives

Introduction

Replenishing the Mini Bar

Session Objectives
At the end of this session, you will be able to:

 Check the amenities in a mini bar

Fill out the Mini Bar form

Introduction

In this session, you will learn how to replace the items in the Mini Bar.

Replenishing the Mini Bar

The following are the steps in setting up the Mini Bar:
1. Replenish the drinking water that is placed inside the water jug.
2. Replace the drinking glasses by placing them upside down on top of coasters.
3. Set-up the cup and saucer set on the table. Make sure that the handle of the cup is in the 5
o clock position.

Module7
Lesson3: Replenishing Room Amenities
Session Objectives

Session Objectives

Introduction

Replenishing Room Amenities

Session Objectives
At the end of this session, you will be able to:

 Replace all the room amenities

Do final touches on the room

Introduction

In this session, you will learn how to replace room amenities.

Replenishing Room Amenities

The following are the steps in replenishing room amenities:
1. Replace the room amenities. These include:
1. Stationery and envelope
2. Menu card
3. Memo pad
4. Ash tray
5. Testament book or bible
6. Directory of hotel services

Replace the slippers and laundry bag. Place these inside the closet cabinet. Also,
include a laundry list.

Module8
Lesson1: Removing used towels
Session Objectives

Session Objectives

Introduction

Collecting dirty bath towels

Session Objectives
At the end of this session, you will be able to:
Take out dirty items to prepare for cleaning
Proper procedure of handling dirty items

Introduction

In this session, you will learn how to take out the dirty items from the bathroom.

Collecting dirty bath towels

The following are the steps in removing used towels:
1. Wear work gloves.
2. Pick up the dirty towels.
3. Wrap all the towels inside one dirty towel.
4. Drop the towels inside the linen canvass.

Module8
Lesson2: Disinfecting and cleaning the bathroom
Session Objectives

Session Objectives

Introduction

Cleaning the bathroom

Session Objectives
At the end of this session, you will be able to:
Clean the bath tub
Disinfect the sink and toilet
Sanitize the bathroom

Introduction

In this session, you will learn how to completely clean the bathroom.

Cleaning the bathroom

The following are the steps in disnfecting and cleaning the bathroom:
1. Check the drain for hair. If there is hair, take it out using the tweezers.
2. Flush the toilet once. Flush it three times when it is really dirty. Pour some toilet bowl
cleaner in it.
3. Wipe the fixtures with a cleaning cloth. The cleaning cloth should be sprayed with a
disinfectant. Make sure to wipe all objects that could possibly have been touched by the
guest.
4. Replace your dirty gloves for new ones. This is to prevent bacteria from spreading
further.
5. Brush the toilet bowl using the toilet bowl brush.

6. Get the air sanitizer and spray it around the bathroom.

7. With a rag sprayed with disinfectant, wipe the floor. Wait for it to dry.
8. Finally, remove your gloves.

Module8
Lesson3: Replenishing bathroom amenities
Session Objectives

Session Objectives

Introduction

Replenishing bathroom amenities

Session Objectives
At the end of this session, you will be able to:
Clean the bath tub
Disinfect the sink and toilet
Sanitize the bathroom

Introduction

In this session, you will learn how to completely clean the bathroom.

Replenishing bathroom amenities

The following are the steps in replenishing bathroom amenities:

1. Replenish the bath amenities. The amount of amenities for each type of room varies so
make sure that you place only the correct amount. Bathroom amenities include:
1. Shampoo and conditioner
2. Shower cap
3. Soap
4. Toilet tissue
5. Facial tissue
6. Morning kit
7. Shaving kit
8. Sanitary bag among others

Check the overall condition and cleanliness of the bathroom.

Close the lights and leave.

Module9
Lesson1: Moving out the equipment
Session Objective

Session Objective

Introduction

Moving out the supplies

Session Objective
At the end of this session, you will be able to:
Remove the items used for cleaning
Introduction

In this session, you will learn how to clear the room of your equipment, tools and materials.

Moving out the supplies

The vacuum equipment should be properly placed back to its shelf in the cart. Get the cleaning
materials caddy and place them below the trash bag.

Module9
Lesson2: Checking the furniture and fixtures
Session Objective

Session Objective

Introduction

Checking the overall condition

Session Objective
At the end of this session, you will be able to:
Perform furniture and fixture quality checks
Introduction

In this session, you will learn the last tasks to do before leaving the room.

Checking the overall condition

1. Get the lost and found items and Room Assignment Sheet from the vanity table drawer
and transfer it to the housekeeping cart. Keep the lost and found items hidden if there is
no lock box on the cart.
2. Check the working conditions of knobs (sink and tub) and electronic gadgets (tv, lamps,
telephone)
3. Check the condition of the whole room. Keep in mind that the room should look
presentable again.
4. Check the door knob for fingerprints, both from inside and outside.
5. Finally, exit the room.

Module9
Lesson3: Filling up forms
Session Objective

Session Objective

Introduction

Final task

Session Objective
At the end of this session, you will be able to:
Fill out forms needed after cleaning the room

Introduction

In this session, you will learn the things to do after cleaning the room.

Final task

Do not forget that you must record the time you finished cleaning the room in the Time Out
column of your Room Assignment Sheet.

Module 1: Housekeeping Department

Lesson 1: Accommodation Properties
Objectives

Objectives

Introduction

Types of Accommodation

Session Objectives
In this lesson, you will be able to:

Identify the different types of accommodations

Differentiate the types of accommodation

Introduction

The lodging industry refers to all types of home-away-from- home. Almost everyone who travels
is in need of a clean, safe and comfortable place to rest or sleep, food service, an area of
socializing and meeting other people and access to stores and shops.

Types of Accommodation
Any property that offers in-house accommodation has its own housekeeping department.

Housekeeping departments operate within:

Hotels, motels, and clubs

Resorts, chattels, and hostels

Passenger ships and trains

Serviced apartments

Lesson 2: Duties and Responsibilities

Objectives

Objectives

Introduction

Valet Runner

Laundry Attendant

Public Area Attendant

Room Attendant

Session Objectives
In this lesson, you will be able to:

Identify the staff of the housekeeping department

Differentiate the responsibilities of each staff of the housekeeping

department

Demonstrate the different tasks assigned to each staff of the housekeeping

department

Introduction

Housekeeping is an important area in any accommodation property. The role of housekeeping is

to ensure the comfort and safety of guests while they are staying at a hospitality organization. To
take on this responsibility, each staff of the housekeeping department is given his own area to
take care in running the accommodation or establishment.

Valet Runner: Valet Service

POSITION SUMMARY:
The valet runner offers valet services under the housekeeping department. He ensures that all the
guests needs are met, including unpacking and packing clothes, cleaning and polishing shoes,
etc. He can also be asked to run errands for the guests.
DUTIES AND RESPONSIBILITIES:
Services can include, but are not limited to:

Professionally and confidentially communicating

Perform unpacking /packing guest luggage

Cleaning and polishing shoes

Check guest laundry and dry cleaning needs

Repairing of clothes and other guest belongings

Organising guest activities and needs such as secretarial duties, restaurant bookings, car
hire, tours, specified purchases of gifts or other items

Provision of concierge function such as;

Recommendations for dining and shopping

Suggestions for transport and sight-seeing

Options for tourism and leisure activities

Acquisition of personal services

Making, altering or confirming travel arrangements.

Laundry Attendant: Laundry Linen and

Guest Clothes
POSITION SUMMARY:
The role of the laundry attendant is to issue uniforms and linen to staff according to systems
and procedures laid down by the hotel management. Also takes inventory and control movement
of soiled, damaged and fresh linen and uniforms.
DUTIES AND RESPONSIBILITIES:

Issue linens and uniforms

Check and count laundry items

Sort laundry items for washing,pressing or dry cleaning

Tag laundry items

Check laundry items for stains and/or damage

Perform necessary repairs

Perform appropriate laundering process

Perform correct packaging of laundered items

Arrange the charging of the guest account and produce any necessary records.

Public Area Attendant: Clean Premises,

Facilities and Equipment
POSITION SUMMARY:
The public area attendant keeps all lobbies and public facilities (such as lobby restrooms,
telephone area, the front desk, and offices) in a neat and clean condition.
DUTIES AND RESPONSIBILITIES:

Cleans rooms, hallways and restrooms.

Cleans and maintains restaurants and banquet halls.

Sweeps carpets.

Empties ashtrays and urns.

Polishes furniture and fixtures.

Vacuums and polishes elevators.

Keeps the front of the hotel free from trash.

Cleans rugs, carpets and upholstered furniture using a vacuum cleaner , broom and
shampoo machine.

Washes walls and ceilings, moves and arranges furniture, and fixtures.

Sweeps, mops, scrubs, waxes, and polishes floors.

Dusts and polishes metal work.

Maintains housekeeping carts.

Removes trash collected by room attendants.

Upkeeps responsibly all the equipment which he is using i.e., vacuum cleaner, trolleys,
scrubbing machine.

Maintains a time schedule for cleaning of his areas.

Performs spring cleaning of his area as per the schedule given to them.

Enters into offices with appropriate authority for maintenance or other activities like pest
control, shampooing of carpet etc.

Room Attendant: Clean and Prepare Rooms

for Incoming Guests
POSITION SUMMARY:
The room attendant performs routine duties in cleaning and servicing of guest rooms and baths
DUTIES AND RESPONSIBILITIES:

Clean and store cleaning equipment properly

Clean room according to operational standards

Check operational readiness of all items

Replinish guest supplies and room equipment

Report room defects and damaged items

Report suspicious items and situations

Handle lost and found items

Provide turn- down service

Module 2: Housekeeping Requests

Lesson 1: Receive Request
Objectives

Objectives

Introduction

Accept Housekeeping Requests

Record Housekeeping Requests

Advise on Time

Session Objectives
In this lesson, you will be able to:

Identify the different types of guest requests

Infer the important information in receiving a request

Demonstrate the proper way of receiving a request

Record the guest request

Introduction

Given that the housekeeping staff are usually very busy trying to achieve the tasks set for them
by the Executive Housekeeper on a daily basis, they must still ensure they handle any requests
from in-room guests in addition to their allocated work load, and to do so in a polite and friendly
manner, in accordance with relevant house policies and procedures.

Accept Housekeeping Requests

Types of Guest Requests
A) Need for item sent to the room

Additional equipment in their room

Valet or laundry service

Additional bedding / Extra Bed

Extra tea, coffee, sugar, and milk sachets

Extra crockery or cutlery

Vases

Replacement items such as hair dryers, irons, and electric jugs to replace the items that
are not working

Extra bathroom guest supplies<

Additional items in compendium

Additional towels

Extra hangers for clothes, extra pillows, extra blankets

A power conversion board

Ice and ice buckets

Flat iron and ironing board

Room Service for breakfast / dinner

Adjustment to room temperature

Tuning in of television to favorite channel

Other coordination requests

B) Servicing of room

Make up room

Clean-up after in-room party or entertainment

A special room service where they have spilled something on the floor

C) Repairs
Repair or removal of broken equipment
Instructions to enable them to work equipment
D) Lost and found
E) Handling complaints
Noisy people in the room next doors
Poor view from the balcony
Noisy pigeons outside the room which stop guests getting to sleep
Noisy elevators near the room
Lack of facilities in the room
Quality of facilities that is below guest expectations
Adjustment of room temperature
Advertising that has created expectations that are not being met
Types of Staff Request
A) Repairs

Cleaning duties of each item such as furniture, carpets, equipment, windows, floor, and
bench surfaces

Cleaning of in-house facilities including public areas, change rooms, and offices

Emergency cleaning unexpected cleaning requests

Cleaning and servicing of staff changing rooms

B)Staff Uniforms

Order and supply of staff uniforms

Providing laundry service countless properties operate their own laundry service while
others use the services of an outside commercial laundry. Most of the staff uniform is
cleaned through the housekeeping department

C) Provision of Supplies

Cleaning products, rags, and equipment

Chemical

Clean linen for F&B departments

Towels for gymnasiums

D) Security

Check rooms and floors for safety concerns

Ensure guest room and emergency doors are shut

Close storerooms

Participate in emergency and evacuation procedures

E) Other tasks

Move room service trays from rooms or corridor to appropriate store area

Check mini bars for departing guests

Check actual status of room whether a guest has actually left the room or if it is
occupied

Record Housekeeping Requests

Confirm and Note Details of the Request

When a guest is making a request, it is important that you write down the following
details:
o Guest name
o Room number
o Specifics of the request type of item or service required, number involved
(where appropriate e.g. 2 glasses)

o Time for delivery to the room that was agreed upon

Advise on Time for Provision/Delivery

The timeframe for meeting any guest request must be reasonable and achievable.

In providing a request, it is best if the guest agrees that the time given by you is agreed
upon by them. There are times that they place timelines that simply cant be met. Obtain
agreement where possible and where you cant do your best and be as quick as you can.

Never allow yourself to be forced or intimidated into a timeline that you know cant be
met. It is far better to politely explain the limitation, explaining the reasons why, where
applicable, and re-assuring the guest that you will act as quickly as possible.

There are times that you dont have to have an agreement with the guest about the
timeline of the request delivery. By supplying the timeframe to the guest on your own,
you are showing that the request has been taken seriously and it is giving the guest an
expectation about the service to be provided.

Time delays

Examples of breakdown in providing housekeeping services to rooms

o Sub-standard servicing of the guest room when the room was prepared
o A previous promise to deliver a service may not have been fulfilled
o The room attendant failed to notify the Floor Housekeeper as to a room with a
Do Not Disturb sign at the end of the shift thus the room had not been serviced.
o A promise to deliver something to a certain room at a certain time may have not
been met.
o An item that was promised to a guest turns out to be unavailable and cannot be
supplied as promised.

Lesson 2: Provide Requests

Objectives

Objectives

Introduction

Liaise with Other Staff

Locate and Deliver

Set up Equipment m

Collecting Items

Session Objectives
In this lesson, you will be able to:

Distinguish how to provide housekeeping requests depending on the situation

Identify requests that can be done within the department or with other
departments

Demonstrate the proper way of providing housekeeping requests

Introduction

In providing housekeeping requests, most of the time these tasks can be performed by yourself or
within the housekeeping department but in some cases in order to respond to a guest request it
requires the involvement of other people or departments. A guest is not concerned who handles
his request but simply wants his request handled in a satisfactory and timely manner.

Liaise with Other Staff to Obtain and/

Deliver Identified Service or Items

On some occasions the person receiving the request for housekeeping services may need
to obtain assistance from another staff member to comply with the request.

If you think that you are unable to provide the request on your own, you should always be
prepared to ask help from others. You should also be prepared to help others when they
ask for assistance.

When you receive a request from a guest who appeared to be annoyed, upset, or affected
by drugs / alcohol then you should always obtain help from another staff

Regardless if the request has been forwarded to another person or not for completion it is
important that you ensure that the request is given appropriate action.

Keep track of what is happening with the request and inform the guest about it.

Once the request has been fulfilled, it is a good idea to check with the guest to ensure
they are satisfied with the outcome.

Locate and Deliver Required Items to Guest

Room

Once a request is received, you must promptly seek out the item or equipment requested
within the agreed timeframe.

In taking action on a guests request, you will probably just go to your trolley or the
nearest housekeeping store room, grab what is needed and take it to the guest room. Most
request relate to items that the room attendant has easy access to.

If the request is outside your normal work responsibility, you should:

o Record and confirm the request
o Pass the details on to the relevant person for them to action
o Never tell the guest to contact a certain department because the housekeeping
department do not handle such requests.

Passing on requests
When the request fall outside your designated work responsibility, the appropriate person
must be notified and the request passed on.

Pass on all relevant details including the name and room number of the guest. This allows
the person to get back in contact with the guest to clarify things or amend the promised
delivery time.

Make sure the person you give the message to understands it. Get them to repeat it back
to confirm it. Make special mention of any important bits including the need for urgency.

Stress any agreed time that have been given. Make sure to follow through the agreed
timeline with the guest.

Set up Equipment in Guest Room

Once in a while the housekeeping department may be asked to help set up items requested by
guests. It is important that these requests are accommodated as quickly as possible because the
guests are usually waiting for the item to be used.
Possible items involved in set up
The items that may need setting up could include:

Tables and chairs- for meetings or to assist with the provision of room service meals

Internet connection

Television

DVD player

Data projector

Portable bed

Portable cot

Know the House Rules

As part of the housekeeping department, it is important that you familiarize yourself with
the different types of equipment that need to be set up. Make sure that you employ the
steps to actually set up the equipment in a safe, secured and fully-operational manner.

You must follow all of the health and safety regulations imposed by the establishment
when moving items about, especially the heavy items.

Establishment policies on setting up equipment should be followed.

Collecting Items from Guests

In some occasions, the guest will only require an additional piece of equipment for a certain span
of time.
When this item is placed in the room, make sure that you ask the guest as to what time you can
come back to collect the item.
The main reasons to identify a time for collection of these items are:

To allow the guest to plan their stay in the room; it saves them wondering what is going
to happen in relation to the item.

To prevent the situation where the guest may place the item at the corridor outside their
door, minimizing the chance of damage to the item, or theft.

To clear the guest room from unwanted items that is taking up space.

To allow the asset to be put back into inventory and available for use by another guest if
the need arises.

Relative to agreeing on a time for collection of these short-term (or other) loan items:

To The arrangement to pick up should be made as a suggestion only rather than a

requirement; the central idea is to provide service and not to set limitations or tell the
guest of what to do.

Guests should be encouraged to contact housekeeping and arrange for an extension of the
pick-up time where they want the item for a longer period.

Where housekeeping staff will be off duty when the pick-up time arrives, arrangements
should be made with another department to collect the item.

Log books

Some establishments will have a log book to record information about when and where
extra items were delivered and when they need to be collected.

When an item is recovered from a guest room and returned to the store (or the vacant
room from where it was borrowed), this log book is signed to notify the return.

The log book assists in tracking out assets and making sure all rooms have the necessary
items.

Key in collecting items

If you are going to be late:

Get someone else to collect and make sure they do it on time.

Contact the room, apologize and arrange for a revised time.

Just never be late and always notify the guest.

If the item you are picking up is heavy, take someone else or a trolley to assist you.

When you arrive to collect the item:

Knock on the door and announce Housekeeping.

Greet the guest by name

Apologize, if applicable

Tell them why you are there Ive come to pick up the ......

Ask for permission to enter the room

Thank the guest for their permission to do so

Keep your eyes and ears to yourself

Pick up the item and walk to the door

Apologize again, if appropriate

Make arrangements for a replacement item and a time for its delivery, if appropriate

Thank the guest

Depart the room

Lesson 3: Provide Advice to Guests

Objectives

Objectives

Introduction

Advise Guests on Services

Guest is Advised on Use of Items

Provide Support Services

Session Objectives

In this lesson, you will be able to:

Identify the importance of providing advice to guests

Identify the significant information needed in providing advice to guests

Demonstrate the proper way of providing advice to guests

Introduction

Many guests will have direct requests and are clear as to what housekeeping can provide. But
there are some guests that stay in a hotel for the first time and are not aware as to what are
available for use in the room. It is your role to provide assistance and information that may be
suitable for their needs.

Advise Guests on Services and Items

Available Through the Housekeeping
Department
Items or services that may be required
The guest may require any of the following directly related to the housekeeping department:

Additional equipment in their room

Fold-away bed is portable and already made up bed

Additional bedding

Extra blankets when these are requested it is a good idea to advise the guest that an
extra blanket is provided in the wardrobe just in case they dont know this

Extra pillows *

Extra towels

Hand towels

Face washers

Bath towels

Floor mats

Improvement in the servicing of the room

Room to be re-vacuumed

Area to be re-cleaned

Bed to be remade

Items in compendium

Extra stationery determine what is needed and how many

Bathroom supplies

Extra shampoo

Extra soap

Extra shower caps

Items for beverage making

Extra tea, coffee, sugar, and milk sachets

Extra crockery or cutlery

Repair or removal of broken equipment

Electric water jug/kettle

Hair dryer

Toaster

Iron and ironing board

Light bulb changed

Air conditioning/heating system fixed

Instructions on how to operate an equipment

Instructions on how to turn on an entertainment equipment

Instructions on how to operate a heating system

Instructions on operating the in-room safety deposit box

Advising on hotel services and items

As the front liner it is your role to:

Provide information directly

Arrange for someone more suitable to come in person to provide information

Follow up a request including dinner reservations

Arrange copies of information sought including maps, brochures, menus or contact

information.

Guest is Advised on Use of Items Delivered

Keys to providing advice
In addition to operational knowledge, important aspects of providing advice are to be noted:

Explain the functions and operations of all aspects of the item that the guest wants to
know about including all the switches and knobs.

Make sure all health and safety requirements are covered remember the property has a
duty of care to all its guests

Use clear terminology, simple words, stay away from jargon

Use simple questions to test their understanding of what you have explained to them

Instructional sheets in different languages

Many guests will not be familiar with equipment in the room as:

They are not the same as they use at home

They may be more technologically advanced

They may be connected to an in-room system for example the lighting system may be
controlled by a master panel

It is in a different language

Regardless of what they are familiar with, it is important that you are able to communicate
instructions in a manner which they can understand.
A very good way of doing this is through instruction sheets which are in different languages or
use symbols and pictures to explain how they are used.

Liaise with Other Staff and Department to

Provide Support Services
As a housekeeping staff member, you will be required to have a firm basic understanding of the
items in the guest room and how they operate. It is important to remember that your role, first
and foremost, is to ensure that the room is clean and tidy.
Items

Technologically advanced items such as computers, data projectors and internet access

Mechanically advanced such as televisions, fridges and air conditioners

You are not expected to understand the inner workings and components of all items in the room
and therefore will not always be able to demonstrate or explain how to use it
Services

As staff members, you will have a basic understanding of all the items and services provided in
the hotel but will not be expected to provide detailed descriptions.
In addition, many guests will require information on events and activities in the local community
which you cannot fully describe as a staff member.
Access experts to provide advice
It is important that the most appropriate person is sought to provide further information and
advice when you are not able to describe in detail information that the guests need.
This must be done in a timely manner. It may involve getting the expert to:

Come and explain or demonstrate to the guest personally or over the phone

Providing explanation to the housekeeping staff member, who will relay the information
to the guest

Providing information in a written format including brochures, maps, user manuals, or

guides.

Lesson 4: Liaise with Other Departments

Introduction

Objectives

Introduction

Report Malfunctions as Required

Suspicious Circumstances

Introduction

In most cases, it is the responsibility of the housekeeping department to carry out any guest
requests that they receive. But when the situation arises that you are not able to perform the
request, it would require the involvement of other people or departments.

Report Malfunctions as Required

You must do your best to immediately replace the item in the guest room by seeking a
replacement from the housekeeping department, storage or substituting one from a vacant
room.

When the item is of such importance such as the fridge, the television, air conditioner or
stove, front office should be notified so they can take the room off the board and not sell
it.

If the room is occupied and a major piece of equipment is malfunctioning and cant be
repaired or replaced immediately, the guest will have to be re-roomed (room change) to
another room.

It is the housekeeping staff who will have to move the guests luggage and belongings in
such cases, and set up those belongings in the new room.

How to report malfunctions

The traditional ways of reporting these equipment problems are:

Verbally face-to-face or over the phone with the Floor Housekeeper, Maintenance
Department or the Executive Housekeeper.

Completing a relevant in-house report form these are pro forma documents that detail
the item of equipment, the room number that the item came from, the problem that was
identified, name of the person who reported, date.

Where establishments have their own in-house maintenance department it will be the
Executive Housekeepers responsibility to contact them for repairs or to make a
judgement about replacement rather than repair, for which, the expenses will be charged
against the Rooms Division.

Advice Management of Dangerous or

Suspicious Circumstances
Taking action
If you noticed an item that looks unusual or suspicious, or see an occurrence that is suspicious,
appropriate action should be taken immediately.
The appropriate action may be spelled out in the standard Emergency Procedures for your
review.
The action may be to:

Advice the Floor Supervisor, Floor Housekeeper or the Executive Housekeeper

Contact the venue security

Always adhere to workplace policies and procedures when dealing with such matters, as they are
potentially dangerous and serious.
An unusual item or situation may include:

A package left unattended at the corridor or stairways

An item that is heavily bloodstained

A package left in a check-out room

A weapon found in a room whether the room is a stay room or a departed room

A package thought to contain drugs

Explosives

Evidence of drug taking in a room including the presence of drug paraphernalia

Suspicious occurrences of people may include:

Person behaving nervously or anxiously in a corridor, stairway, near a store room, in the
guest laundry, etc.

Person in an area that they shouldnt be, such as areas with the signage restricted for
Staff Only

A person using excessive force against another person

Loud voices and swearing

Sounds that indicate damage is being done

Person seeming to loiter on a floor, along corridors, in public areas

Person asking you to let them enter into a room

If you see or hear anything that is suspicious, unusual or appears illegal, you should:

Not say anything to the persons involved

Try not to alert them to the fact you have noticed something suspicious, unusual etc.

Try to remember as much detail as possible write down notes when safe to do so

Alert the relevant person as soon as possible in such a way that others (those involved
and other guests) cannot hear what is being said

It is rare for you to have to call the police so you should refrain from doing this in all but
the most extreme cases of actual imminent danger.

Lesson 5: Handling Complaints

Objectives

Objectives

Introduction

Receiving Complaints

Resolving Complaints

Session Objectives
In this lesson, you will be able to:

Identify the importance of handling complaints properly

Identify the different types of complaints

Demonstrate the proper way of handling complaints

Introduction

Ensuring guest comfort may relate not only to issues that can be handled quickly by
housekeeping but also direct request relating to displeasure with the services and items available
in the establishment. In most cases housekeeping may not be able to rectify these complaints
personally, but should ensure the appropriate person is contacted in a timely manner.

Receiving Complaints
There would be circumstances, even with the best intensions, that things can go wrong and will
end with a guest complaint.
Handling complaints
To guarantee that the guest is comfortable during their stay in the establishment may not only be
directed to issues that can be handled quickly but also handle or direct guest requests relating to:

Noisy people in the room next doors

Poor view from the balcony

Noisy pigeons outside the room which stop guests getting to sleep

Noisy elevators near the room

Lack of facilities in the room

Quality of facilities that is below guest expectations

Adjustment of room temperature

Advertising that has created expectations that are not being met

In handling guest complaints, follow these guidelines:

Remain pleasant at all times, but do not smile when the guest is complaining.
Keeping your composure when a guest is complaining helps you to think clearly on how
to handle and solve the situation. Keep in mind that too much pleasantness, such as
eagerly smiling while he guest is talking, may make the guest more irritated. It may make
the guest think that you are not taking his concern seriously. Remain pleasant but also
appear serious that you are there to solve his complaint.

Listen without interruption

Make sure to listen to the guest intently as to not miss any detail of his complaint. Take
down notes if possible.

Thank the guest for bringing to your attention his complaint

Though it may be a flaw in your service, it is a good thing that a guest has shed light to
any irregularities in your service. Take it as an opportunity to improve the service given
in your establishment.

Focus on the issue and dont take the complaint personal

The complaint is directed towards the service rendered in the hotel not on your personal
character so dont take it personally and just make ways to resolve the problem to get the
job done.

Resolving Complaints
In resolving guest complaints, follow these guidelines:

Ask the guest how he would like you to resolve the problem
By asking the guest how he would like for the staff to resolve the problem, it ensures that
whatever solution that will be done to fix the problem will be of approval to the guest.

Take note of the correct procedure and establishment policy on dealing with
customer complaints
Each establishment has their own rules and guidelines on how to handle complaints from
the guests. Make sure that when a guest complains, you are able to uphold and follow
said guidelines at the same time satisfy the guest.

Apologize to the guest for the inconvenience

Always apologize to the guest whenever a service provided was not of their liking. It
shows that you are there to satisfy their needs all throughout their stay.

Assure the guest of your immediate possible assistance

Not taking action in solving the problem may make the guest angrier. Fix the problem as
soon as possible.

Advise your supervisor and get their feedback as to how they feel you have handled
the situation
Asking for your supervisors feedback on how you handled the situation will help you
improve your skills and how you communicate and provide services to the guests.