LEARNING OUTCOME NO 1:

PERSONAL PROTECTIVE EQUIPMENT

Technical Terms
Gauntlet – protective gloves used in the industry
Standard – normal industry practice

SELECTING APPROPRIATE PERSONAL PROTECTIVE EQUIPMENT

The general provisions under Article 162 of the Labor Code states that (1.) employees
must report any hazard found at the workplace and (2.) employees should wear the
appropriate Personal Protective Equipment (PPE).
The Personal Protective Equipment (PPE) is an important gear that must be worn
when performing housekeeping tasks to prevent exposure to hazards and accidents. It is the
standard practice of the industry to include in the induction training of the proper use of PPE
for housekeeping tasks. This would include the proper way of wearing PPEs, adjustments,
specific PPEs for specific tasks, limitations of PPEs like what PPEs can do and cannot do, and
how to take care of PPEs
On the part of the housekeeping attendants, he or she is responsible for wearing PPEs
and using it in the practice of their everyday housekeeping tasks. It is important to note that
mere wearing of PPEs is not enough. Proper wearing and using the appropriate PPE are more
important.
A specific PPE is oftentimes needed when using cleaning chemicals and cleaning
equipment.
Examples of these include the following items:
1. Overalls and jackets are the standard cleaning uniform provided especially for use at
designated times or for nominated cleaning tasks.
2. Aprons may include material aprons, leather aprons, and PVC aprons.
3. Gloves are thick rubber gloves, PVC gloves, or longer and stronger gauntlets. These
are used when handling harmful chemicals.
4. Cotton gloves are used when handling delicate items.
5. Waterproof clothing and footwear or rubber boots.
6. Eye protection, goggles, safety glasses, and face masks.
7. Ear or hearing protectors are used to protect ears from intolerable noise from
machines.
8. Enclosed shoes and steel-capped boots.
9. Safety hats, hard hats, headwear, and helmets. Food handlers also use hairnets
and beard nets.
10. High-visibility vests.
11. Uniform to be worn that may include long trousers and long- sleeved shirts.

When staff are required to work outside in the elements, PPE can include sun
hats/board brimmed hats, sun glasses, and sun protection as well as rain coats and warm
clothing.

PROVISIONS AND USE OF PPE

The following requirements apply to Personal Protective Equipment and clothing:
1. Employers are required to provide necessary. PPE and maintain them in a safe working
condition.
 2. Items must fit the person using or wearing them properly.
3. Items must be fit for the purpose.
4. Employers must provide training on how to use the items.
5. Employees must wear or use items exactly the way it is shown or trained.
6. Employees must always wear or use items when directed to do without exception, the
use of the PPE is not optional, it is mandatory.

POSSIBLE INCONVENIENCE AND HAZARDS IN THE WORKING AREA

Technical Term
Hazard – any object, situation, or person that can be a source of possible harm or
damage
The cause o hazards in the workplace and the ways on how to avoid them were
discussed in the previous unit. When accidents happen, there will be inconveniences on the
part of the management and on the end of the housekeeping attendant. Sufficient knowledge
and skills on how to perform tasks effectively may help avoid such accidents. The following
are the direct efforts of inconveniences and hazards in the workplace:
1. Injury. When a housekeeping attendant gets injured, he or she may not be able to go
and perform tasks at work.
2. Expenses. Accidents could also mean extra costs on the part of the management and
the employee. These can result to spending for medical expenses and loss of earnings
for the employee.
3. Impact on productivity. When a housekeeping attendant will not be able to attend
his or her duties, the flow of operation may be affected. Rooms may not be sold in
cases that there are insufficient number of housekeeping attendants to clean vacated
rooms.
The indirect impact of accidents to both the hotel management and workers are the
following:
1. Occurrence of accidents can create a negative perception among hotel guests.
2. It may possibly lessen the number of guests wanting to book for accommodation due to
safety issues.
3. It may distort duty schedule. The executive housekeeper must have somebody trained
to take place of the injured person.
4. In case of death, negative publicity about the hotel and frequent media coverage may
interrupt the regular activities in the hotel.
It is always good to prevent accidents from happening to avoid such inconveniences.
The table below shows the common accidents encountered in hotels:
Accidents and Precautions Require
Hazards Precautions

1. Inhaling cleaning agents  Wear appropriate Personal Protective Equipment

2. Faulty machines  Regularly check machine conditions.

 Clean machines after every use.

3. Workplace violence  Have regular psychological testing of employees to

manage stress and other personal problems.
LEARNING OUTCOME NO 2:
POLICIES AND PROCEDURES RELATED TO CLEANING OPERATIONS
Technical terms
Orthodox - traditional, conventional
Protocol – standard procedures
Squeegee – cleaning tool with a rubber blade attached to a handle that is used for
cleaning windows or floors
Management of hotel resources is crucial. Aside from managing hotel staff,
management of how cleaning procedures should be conducted is also essential. The life of the
hotel lies in the cleanliness, comfort and safety that it gives to its guests. That is why hotels
have implementing policies and procedures in cleaning its surroundings. The policies and
procedures should be adhered to maintain consistent and excellent service to guests.
The following are the areas of concern as well as the policies and procedures implemented:
1) Cleaning schedules
Schedules of cleaning in hotels can be done on daily, weekly, monthly or seasonal
basis,
 Daily Cleaning. This is a cleaning tasks that needs to be done once or
even more than once a day to maintain the cleanliness and orderliness of
the hotel.
 Weekly Cleaning. This cleaning tasks must be performed once a week
 Monthly Cleaning. Some areas in the hotel do not require daily or weekly
cleaning attention. But monthly cleaning would contribute to the overall
cleanliness of the hotel
 Seasonal Cleaning. This is done at least two to three times a year

2) Cleaning Organizations
Orders should be observed in housekeeping not just in terms of materials, tools, and
equipment. Cleaning should also be organized so that the time of housekeeping
attendants can be managed well, covering all areas in the hotel. Depending on hotel
practiced, cleaning can be organized in any of the following ways:
 Orthodox Cleaning. In this method, all cleaning tasks are done in one room first
before proceeding to the next room assigned to the housekeeping attendant
 Block Cleaning. The same task is done from one room to another before
performing to the next task on the list. Usually more than one housekeeping
attendant will be tasked on blocked cleaning.
 Team Cleaning. Different or same cleaning tasks may be done by two or more
housekeeping attendants together in the same area
 Deep Cleaning. Cleaning tasks are pre scheduled and must be performed
thoroughly
CLEANING TECHNIQUES
Guest room cleaning requires both manual and mechanical methods.
Manual cleaning uses bare hands in cleaning while mechanical cleaning equipment
uses electrical cleaning equipment. Table 1 reflects the manual and mechanical
cleaning procedures which can be used for the upkeep of guest room premises.
Cleaning Techniques

Manual Mechanical

Sweeping is to remove dirt using a Suction cleaning is done by sucking in dirt

broom or sweeper. This is usually done through use of vacuum cleaner.
on rough surfaces.
Manual scrubbing is done to remove Spray buffing is done to bring back at least
light to heavy soils. 20%of the glossiness of the heavy
floor .Before this procedure is done, it is
important that the soils are removed from
the floor through dry or wet cleaning

Damp dusting is a combination of Polishing is done using electronic floor

dusting and wiping. polisher to make the floor smooth and
shiny.
Dusting is done by removing dust from Burnishing is done to increase the gloss of
the surface. the floor. Prior to buffing , dry cleaning and
wet cleaning should be done.

Spot mopping is used to remove Scrubbing is done to using a scrubbing

spillages such as soft drinks and water machine. This is used to remove light to
heavy soils.
Wet mopping is done to remove heavy Stripping is a procedure used to remove the
soil on the floor old wax before applying another wax

Manual polishing is done to make Scaling and finishing is done through

surface finishes smooth and shiny. application of seal.

Manual scrubbing is done to remove Sealing is done after applying the wax. This
heavy soils is a cleaning technique that is used to
improve the appearance of the floor.

GUEST ROOM CLEANING

It is important to know which guest room the access and what procedure is
needed. The length of the time to complete the cleaning procedure must also be
noted. The room allocation sheet (RAS) has all these details. The cleaning procedure
and the duration of cleaning depend on the status and type of the room. For example,
a suite room takes longer to clean than a twice sharing room. Departure rooms take
longer to clean than stay over rooms. Normally, the departure rooms are given the
priority
In cleaning to make it available for incoming guests at the soonest time
possible. This would take about 30 to 45 minutes to clean while stay overs are
cleaned within 20 minutes only. As a general rule, rooms are cleaned in this order –
 departures, stay overs, and dues outs. The reason behind this rule is to avoid
disturbing guests when cleaning while maximizing time.
A housekeeping attendant’s assignment depends on the hotel’s productivity
standards. It dictates the number of rooms that must cover each day. For example, if
he or she is working for 8 hours, he or she may be required to clean 10 departure
rooms per day or 8 departures and 6 stay over rooms based on on 45 minutes per
departure and 20 minutes per stay over.

GUEST ROOM MAINTENANCE

The following are the procedures in the services and maintenance of guest
rooms.
1. Maintenance and cleanliness of all guest rooms
a) Regular cleaning of guest rooms
b) Arrangement of guest room amenities and fixtures
c) Installation and replenishment of guest room supplies and amenities
d) Continuous checking of the condition of guest room facilities

2. Safekeeping of lost and found items

3. Coordination with other hotel departments sections regarding guest room
maintenance and guest services or complains such as out of order rooms,
guest Laundry, safety and security matters, among others
4. Other services provision to guests such as baby sitting, request for
seamstress, extra bed linen, provision for facilities (hair dryer, adaptor,
transformer)
5. Attending to other guest request

TYPES OF HAZARD

Types of Hazards Example Safety and Health Procedures

Chemical hazards are • use of strong acids to clean 1. Wear appropriate PPE
caused by substances that toilet, floor, etc.
are detrimental to health

Ergonomic hazards are • Use of tools, 1. Be aware of your posture, break long
hazards caused by patterns equipment, and workstation patterns of movement at regular intervals
of movements that are not that are not designed for 2. Use the S motion while mopping the floor
body-friendly human’s normal movement
3. Avoid lifting tools and equipment that are
too heavy

Physical hazards • slipping on wet floors 1. Observe safety procedures

• tripping pointed objects 2. Wear appropriate PPE
• machine breakdown 3. Check machines or equipment before
using them

Biological hazards can be • exposure to persons with 1. Have regular vaccination

caused by viruses, insects, contagious diseases 2. Wear appropriate PPE
plants, animals, and humans
3. Avoid handling anything using bare
hands
Physical hazards • slipping on wet floors 1. Observe safety procedures
• tripping pointed 2. Wear appropriate PPE
objects 3. Check machines or equipment before
using them
• machine breakdown

Biological hazards can be exposure to persons with 1. Have regular vaccination

caused by viruses, insects, contagious diseases 2. Wear appropriate PPE
plants, animals, and 3. Avoid handling anything using bare hands
humans
LEARNING OUTCOME NO 3:
DRY AND WET CLEANING AGENTS
Technical Terms
Cleaning agents – chemical substance that are used for removing light to
heavy stain or oil surface, smells, and clutter on surface.
Microbe - small living microorganism that can only be seen using a microscope.
CLEANING AGENTS
Cleanliness is reiterated, is a necessity that a hotel must accomplish. Cleaning agents
are another set of weapons to fight against dirt, dust, odor, among others.
The following are the different cleaning agents and chemicals used in cleaning
different surfaces and areas of hotels.
1. Detergents are chemical-based cleaning agents that have varied pH level. Its pH
indicated the type of surface it is best applied. Some users of these include washing
floors, walls, clothes, hands, and the bathroom.
2. Multipurpose detergents may be used in a variety of cleaning tasks and surfaces.
These contain both sanitizer and detergent that make them useful for general cleaning.
3. Acidic detergents may be used for cleaning ceramic surfaces , rust marks, tarnish
from metals, and toilet bowls.
4. Alkaline cleaners, such as baking soda, ammonia, and bleach, must only be applied
to special task. These cleaners may be corrosive and can cause damage to surfaces
when mishandled.
5. Polishes are used to protect surfaces from spills that may harm the surfaces. These
have varied types that serve specific purposes. Spirit-based polishes are used for meal
surfaces.
6. Abrasive cleaning agents may come in scouring powder, paste, or liquid form. These
are used in cleaning heavy surfaces such as toilet bowls and shower basins.
7. Solvents are used for cleaning grease and wax. This cleaning agent may be harmful to
the skin and surface areas. It must be handled carefully.
8. Disinfectants are utilized in destroying and preventing harmful bacteria. These must
be diluted well to be used effectively.
9. Deodorizers mask and eliminate bad odours. These are usually in aerosol form and
sprayed in urinal blocks in the gentlemen’s toilet or in the kitchen to prevent foul odor.
10. Sanitizers are used to destroy and reduce the number of disease-causing
microorganisms. These types of chemicals must remain for a certain period depending
on the prescribed time limit on the manufacturer’s manual before rinsing them off.
Rules when Dealing with Cleaning Agents
1. Follow the manufacturer’s manual.
2. Do not mix chemicals to avoid making them ineffective and harmful.
3. Check whether chemicals need to be diluted before using.
4. Store chemicals in a locked, cool, and dark storage room away from people, food, heat,
and direct sunlight.
5. Wear protective gears when using them such as rubber gloves and masks to avoid
direct body contact from these chemicals.
 6. Tightly replace caps of these items immediately after using them.
7. Wash hands thoroughly after using cleaning agents.
LEARNING OUTCOME NO 4:
Valet/Butler Service
A Valet is a general runner who collects and returns guest laundry from the rooms.
1. The Valet proceeds to the guest room
2. He announces himself when knocking the door
3. He tallies the guest count with his own physical count and notes the numbers.
4. He alerts guest in case of any discrepancies.
5. He makes sure that the laundry list has the following:
 Guests name
 Room number
 Date
 Urgency of service by when the clothes are required
 Guests signature
ROLES OF A BUTLER
A butler plays diverse roles may even surpass the roles of other housekeeping
personnel. The following are the roles of a butler adopted from the William Angliss
institute of TAPE Trainee Manual (2012):
a. Housekeeping attendant. A butler performs different tasks normally provided
by a housekeeping attendant in servicing guest rooms and other hotel premises.
b. Confidant. A guest may consider a butler as a trusted friend whom he or she
can share thoughts, opinions, experiences, among others.
c. Guide. A butler is responsible in informing guests of the services, product,
etc. Available in the hotel, include the ways on how to avail and buy them.
d. Concierge. He or she is also in charge of providing information and assistance
e. Organizer. Activities such as reservation, meeting, availing tickets for shows,
among others are organized by a butler.
f. Supervisor. He or she also watches and directs the tasks of outsource
employees to make sure that they are providing the best service or products to
guests.
g. Guests relations officer. He or she must ensure that guests receive the best
experience while providing what they expected during their stay.
DUTIES OF A BUTLER
 Greets guests upon arrival. A butler must establish a good impression even on
the very first meeting with the guests.
 Makes recommendations and provides information about the hotel, events in
the area, and activities that the guests can see and do.
 Arranges and books flight and in-land transports and picks up tickets for tours.
 Attends to the guests’ personal needs such as shopping, going to the market to
buy special requests, etc.
 Launders and iron clothes of the guests.
 Cleans and polishes shoes of the guests.
 Packs and unpack luggage.
 Serves in-room breakfast and beverages.
 Monitors the provision of services to the guests.
 Records service that have been delivered.
  Organizes activities to meet the needs of the guests. For instance, or organizing
venues and other reservation.
ATTRIBUTES OF A BUTLER
 Pleasing personality and well-groomed. Since a butler is part of the front-
of-the-office of the hotel, he or she needs to look presentable; A butler’s
presentation creates a lasting impression to the guests.
 Attentive and courteous. Good manners and etiquette must be practiced
when dealing with guests.
 Tactful and discrete. A butler may know when to disclose an information and
when it to keep it privates.
 Resourceful and self-directed. He or she must be capable of resolving
problems and other unfortunate circumstance that may happen to quest
Lesson 4: Proper Handling of Guests Requests
Proper Handling of Guests requests
Technical Terms
Cot – a small bed
Roll away bed – foldable bed
A housekeeping attendant must also be equipped with knowledge on how to
handle guests requests appropriately. With total guest satisfaction in mind, every
housekeeping attendant must be guided by some very important rules in responding
to guests’ request.
1. Never say NO to a request
2. Be courteous and polite at all times
3. Know the guests name
4. Confirm the details of the guest
5. Act promptly on the request
6. Set up equipment for guest based on industry standard

The most common requested equipment

 Internet access
 Sofa bed
 Roll away bed
 Hot or cold shower
 Alarm clock
 TV
 Safe deposit box
 Air conditioner

TYPES OF GUEST REQUESTS

Types of guest request Examples

Needed items  Additional equipment, /
 Replacement for items that are not working
 Extra items
Room service  Make up room
 room dining request
Repairs  Repair or removal of broken equipment
 Assistance on faulty equipment

Tips on How to Effectively Assist the Guest

1. Demonstrate on how to operate the equipment and let the guest do it again to
ensure that your demonstration is understood
2. Avoid using technical terms when demonstrating
3. Do not assume that everyone knows how to operate the equipment. At times
guests feel embarrassed when not being able to do a very simple task, You
need to assure them that it is normally asked by other guests to put them ease
4. Always show positive gesture and happy countenance when giving guest
assistance
5. Ask if there are other things that you can do before leaving the guest room once
the request is already served