HOUSEKEEPING PROFESSIONAL - Lobster Inkstream.lobsterink.com/legacy/hallmark/housekeeping_professional/... · 26 27 28 29 30 page ... As a member of the housekeeping department, ...

© Copyright Lobster International S.A. 2015. All rights reserved.

1 LEVEL

1.1 Housekeeping 1.1.1 Health and Hygiene

1.1.2 Safety

1.1.3 Safe Working Environments

1.1.4 Why do we Clean?

1.1.5 Hygiene in the Workplace

1.1.6 Introduction to Personal Hygiene

1.1.7 Personal Protective Equipment

1.1.8 Basic First Aid

1.1.9 Emergencies and their Immediate Treatments

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1.2 Roles and Responsibilities1.2.1 A Housekeeper’s Role

1.2.2 Your Responsibility as a Professional

1.2.3 Structure of the Housekeeping Department

1.2.4 The Induction Form

1.2.5 Work Schedules

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1.3 Presentation and Etiquette 1.3.1 Personal Grooming and Hygiene

1.3.2 Uniform

1.3.3 Accessories and Body Art

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1.4. Procedures and Documentation1.4.1 Introduction to Administration

1.4.2 Introducing the Day Sheet

1.4.3 Using the Day Sheet

1.4.4 Room Status Codes

1.4.5 Signing-In and Signing-Out of Master Keys

1.4.6 Rules for Controlling Keys

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page no. 1.5 Liaison with other

Departments 1.5.1 The Importance of Communication

1.5.2 Communication Tools

1.5.3 Front Office

1.5.4 Maintenance

1.5.5 Security

1.5.6 Food and Beverage

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HOUSEKEEPING PROFESSIONAL Training Manual & Workbook

Page 2 Housekeeping Professional Training Manual & Workbook© Copyright Lobster International S.A. 2015. All rights reserved.

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Q&A

1.1.1 HEALTH AND HYGIENE1

As the department responsible for the majority of matters relating to health, safety and hygiene, your department is expected to be the most knowledgeable on the subject.

What is health? Health is defi ned as the state of being free from illness or injury.

To ensure that no harm or ill health is caused to us or our Guests, we need to adhere to good practices.

What is hygiene? Hygiene is defi ned as the conditions conducive to maintaining health and preventing disease.

Good hygiene involves stopping the spread of germs and bacteria that could make someone sick.

Cleanliness = good hygiene = healthy person

1) Explain the importance of cleanliness as it relates to health and hygiene at your establishment. What do you understand about the defi nitions of health and hygiene?

2) List some examples of unhealthy or unhygienic practices, or things that might spread germs and bacteria in your establishment.

3) How are the following items likely to contribute to health, hygiene and cleanliness at your establishment? Be as descriptive as possible.

iIf something is cleaned properly, it helps to create hygienic conditions that support a person’s state of health. As a department, you need to ensure that health and hygiene standards are met within every part of your daily duties.


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Causes and prevention of accidents

1.1.1 HEALTH AND HYGIENE 1.1.2 SAFETY

1) List three precautions taken at your establishment to ensure the safety of both you and your Guests.

2) Match the hazards on the left with the precautions or solutions on the right. Draw a line between the relevant blocks to indicate which hazard belongs with which precaution or solution.

1) Not following health and safety rules set in place.

1) Know the rules.

2) Working in unsafe conditions.

2) Understand how things work.

3) Ensure that your working environment is safe.

iOne of the main threats to the safety of both staff and Guests at your establishment is accidental injury. As a member of the housekeeping department, it is your responsibility to ensure that staff and Guests are kept free from accidents and physical injury.

An example of unsafe working conditions is a laundry room with a badly wired tumble dryer, carrying a risk of electrocution. The key to preventing accidents is understanding what causes them.

Two main causes of accidents:

How to prevent accidents:

Accident: An unfortunate occurence that happens unexpectedly and unintentionally.

A freshly mopped fl oor in the foyer could be slippery.

The vacuum cleaner’s plug is pulling away from the cord,

exposing the wires.

The steam iron in the laundry is incredibly hot and

potentially hazardous.

A Guest drops a glass in a public area.

Make sure you know how to use the equipment properly, and

make sure that it is switched off when you leave the room.

Alert passing Guests and colleagues to the hazard, and make sure the area is cleaned

thoroughly.

Use a sign to alert Guests to the potential hazard.

Alert the Maintenance department to fi x the problem.

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i 1) Describe the relationship between health, hygiene and safety. What does ‘Hygiene + Safety = Health’ mean to you?

2) Think of three tasks that form part of your daily duties, and give an example of how you might ensure that it is safe before proceeding with each of the tasks.

1.1.3 SAFE WORKING ENVIRONMENTS

A safe working environment is an environment free from hazards that could potentially harm someone. Such hazards can be physical or even mental - for example, stress.

• Before doing any task, ask yourself ‘is it safe?’.

• Quickly analyse the task at hand and your surroundings to identify any risks.

• By checking your working area and your equipment, you can decide whether or not you think it is safe.

Example:

• Using electrical equipment around spilled water is very dangerous.

• Through asking yourself ‘is it safe’, such hazards can be identifi ed and eliminated, ensuring a safe working environment.

Safe working conditions and practices are maintained by ensuring that all colleagues are trained in their line of work, follow regulations set by the establishment, and work with caution at all times. All members of staff must also be familiar with safety and hygiene notices visible at the back of house.

tip

Hygiene + Safety = Health

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1.1.3 SAFE WORKING ENVIRONMENTS 1.1.4 WHY DO WE CLEAN?

1) List the three reasons as to why we clean and state why they are of importance.

2) Fill in the blanks with the list below. Use only the four most relevant words!

a) Cleanliness is incredibly important in the hospitality industry, as Guests expect only the

best standards of . If the Guest arrives to a

room, they will be less likely to , and they will doubt your

establishment’s credibility.

b) Proper cleaning also helps to the life of items and surfaces.

Remember that even your equipment needs to be cleaned correctly.

Guest satisfaction

Remove bacteria or dirt

Why do we clean?

Prolong the life of items and surfaces

The room and bathroom can become the perfect breeding grounds for bacteria and dirt. The only way to remove bacteria or dirt is through thorough cleaning.

Failure to clean furniture, fi xtures, fi ttings and equipment can cause the buildup of dirt that will eventually ruin these items.

To prolong the life of items and surfaces, equipment must be cleaned after each use and stored correctly.

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iWhen staying at a hotel, cleanliness is one of the Guest’s major concerns. A clean, hygienic environment ensures Guest satisfaction.

Arriving at a room that is not clean and hygienic might discourage a Guest from ever returning, leaving them with doubts about your establishment’s credibility. complain return dark prolong dirty

unacceptable stored service hygiene


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1.1.5 HYGIENE IN THE WORKPLACE

1) How do each of the three rules help you to create and maintain hygienic conditions ?

2) Complete the word search puzzle below. Look for the following words:

NEAT

GERMS

BACTERIA

DIRTY

TOWEL

CLOTH

SPONGE

Rules for creating hygienic conditions:1) Work in a neat, orderly manner. 2) Allocate equipment to diff erent areas or purposes. 3) Pay attention to potential breeding grounds for germs and bacteria.

As germs and bacteria thrive in warm and moist conditions, items such as warm and dirty water, towels, cloths and sponges provide them with ideal breeding conditions.

Hot water used to clean must be changed regularly. Cloths should be cleaned thoroughly, stored correctly and replaced regularly.

Follow procedures regarding the handling of waste, as cuts from razors or broken glass, and pricks and contamination from used needles or condoms can all transmit illness and disease to you and the surfaces you come into contact with.

iAchieving and maintaining hygienic conditions through cleaning is the biggest responsibility of the housekeeping department.


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1.1.6 INTRODUCTION TO PERSONAL HYGIENE

Good hygiene starts with you and your body. Maintaining personal hygiene means coming to work clean and washed.

One of the most important practices of hygiene is to wash your hands regularly, especially after coughing, sneezing, smoking or touching something that contains germs. These practices ensure that you don’t spread germs to anything else that you touch.

If you are feeling sick, especially if you have been feeling sick for a few days, make sure to visit the clinic or a doctor and to stay home from work. This gives you time to recover and stops you from spreading the sickness to a colleague or Guest.

1) What do you do to ensure good personal hygiene?

2) Think of some examples of contagious illnesses that are spread through the following types of contact:

a) Contact through air.

b) Contact through liquid.

c) Contact through touch.

Remember, some illnesses are ‘contagious’. This means that they can spread to other people who come into contact with your germs, either through:

Air Liquid Touch


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Examples of personal protective equipment

1.1.7 PERSONAL PROTECTIVE EQUIPMENT

1) Why is it important to read the instructions on every chemical or product that you use at your establishment?

2) Think of a task at your establishment that might require the use of each of the following:

• Work gloves • Latex gloves

• Chemical-specifi c gloves • Dust masks or respirators

• Safety goggles • Face shield

• Earmuff s • Earplug

iWhen completing any task that poses a health risk or risk of injury, you should be provided with equipment that protects you.

Remember: Personal protective equipment is used to ensure your safety in the workplace by minimising the risk of accidents and injuries that you may get from the tasks that you do.


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1.1.8 BASIC FIRST AID

1) Look at the first aid items below. Can you name them and describe the function of each?

2) List the places at your establishment where you can find a first aid box in the event of an emergency. Ask your supervisor if you aren’t sure.

• painkillers • waterproof adhesive dressings

• roller bandages • triangular bandages

• sterilised cotton wool • sterilised dressing

• thermometer • eye drops

• sterilised eye pads • pressure bandages

• antiseptic cream • antiseptic liquid

Common contents of a first aid box

iFirst aid is the immediate help that needs to be given to a sick or injured person until full medical treatment becomes available.

A selection of materials that provide this immediate help can be found in a red, green, or white bag or box. These boxes are vitally important in every establishment and should be present in every operational department at your establishment.

The first aid box is required to prevent injury or illness from becoming worse. It is important that you know what to do if you, a colleague or a Guest is injured while on the premises. In the event of an accident, immediately phone a designated number for such events, or the establishment’s first aid officer.


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1.1.9 EMERGENCIES AND THEIR IMMEDIATE TREATMENTS

1) Think of fi ve common emergencies and describe the immediate treatment required, should such an emergency occur at your establishment.

2) Describe the symptoms that help you to identify when a Guest is suff ering an epileptic fi t.

Burns. The burned area must be cooled down as quickly as possible. This can be done by holding it under cool (not cold) running water for 10 to 15 minutes. If the burn is small, a clean dressing can be placed on the area.

Bleeding and cuts.Bleeding and cuts should be given some form of padding and pressure. Raise the aff ected area, making sure to clean off any dirt from the area before applying a sterile, padded dressing.

Convulsions and epileptic fi ts.In the event of a convulsion or epileptic fi t, you need to act fast and ensure the person is a safe distance from surrounding objects. This person needs to be placed in the recovery position so that they can breathe properly. Don’t try to stop the person from moving, but do try to guide their movements.

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Remember that these are very brief and summarised fi rst aid techniques to enable you to act immediately before expert help arrives.


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1.1.9 EMERGENCIES AND THEIR IMMEDIATE TREATMENTS 1.2.1 A HOUSEKEEPER’S ROLE

1) Write down a few reasons as to why any hotel or establishment needs housekeepers or a housekeeping department.

2) Match the housekeeper’s roles on the left to the appropriate examples on the right. Draw a line between the relevant blocks to indicate which role belongs with which example.

iAs a housekeeper you have a big role to play in a Guest’s experience. It is important that you understand how you can contribute to making a Guest feel welcome.

As a housekeeper, you’re not just responsible for providing clean and hygienic surroundings for Guests.

You play a number of important roles at your establishment, and need to be able to anticipate your Guests’ needs.

Housekeepers prepare:• the Guest room. • public areas.• back of house areas. • meeting rooms.• banquet rooms. • linen.• laundry.

A housekeeper’s roles:• keeping rooms clean and germ-free. • keeping Guests safe and injury free.• showing care in all you do. • keeping records and perfect order.• acting in a professional manner. • taking notice of the fi ner details.• being a team player.

Q&A

What is housekeeping?The department that maintains a clean, pleasant and hygienic

environment that ensures Guest satisfaction.

Acting in a professional manner.

Keeping rooms clean and germ-free.

Taking notice of the fi ner details.

Keeping Guests safe and injury free.

Being a team player.

You notice and clean a small smudge on the mirror in a

Guest’s room.

You assist your colleagues by arriving at work on time.

You make sure not to leave any equipment lying out where

someone might trip over it.

You ensure that your appearance is neat, and you

are polite to Guests.

You make sure that you have the right products and equipment when you clean.


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Q&A

1.2.2 YOUR RESPONSIBILITY AS A PROFESSIONAL

The fi rst way in which you can act as a professional, is to ensure that your presentation is perfect and your behaviour is correct at all times.

Conducting yourself in a professional manner, is one of your biggest responsibilities.

Three main points to remember:1) Respect one another in the workplace2) Leave personal problems at home3) Don’t let personal relationships interfere in the working environment

What makes you part of a team? Being on time. Doing your job and the duties given to you.Reporting on time.

Your establishment works to provide every Guest with an unforgettable stay. To achieve this, they put together a team, of which you are an important part. Everyone on this team must work together to ensure that Guests are happy and comfortable.

Being part of a team means work can be done more effi ciently, but this means everyone must help, follow rules and do their job properly.

What is a professional?

It is someone that stands as an ambassador, or represents the establishment in a good, positive way.

1) Why is it important to conduct yourself in a professional manner at all times? List fi ve reasons.

2) Write down the essential elements that make you part of a team at your establishment. How do you show your colleagues respect? What strengths do you bring to the team? In what areas could you possibly improve?

Being a professional


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1.2.2 YOUR RESPONSIBILITY AS A PROFESSIONAL 1.2.3 STRUCTURE OF THE HOUSEKEEPING DEPARTMENT

Responsibilities of:

The executive housekeeper.• Overseeing the cleaning process of the entire establishment.• Developing and implementing standards.• Managing and controlling budgets and expenses.• Dealing with large Guest services or complaints.• Informing colleagues about procedures and policies.• Implementing training programmes.

The room attendant.• Ensures thorough reporting to supervisors.• Communicates information regarding their section for the day. • Oversees the correct use and storage of equipment and chemicals. • Ensures that rooms are serviced in accordance with standards.

The linen attendant.• Assists the linen supervisor in the running of the department. • Sorts, stores and repairs all items in the linen room.• Ensures that a clean, hygienic linen room is maintained at all times. • Ensures that correct records and filing procedures are maintained.

1) Draw an organisational chart for your establishment’s housekeeping department below:

2) Write down some of the roles and responsibilities of the room and linen attendants at your establishment.

Executive housekeeper

Linen/Laundry supervisors

Linen room attendants

StewardsHousemen

Room attendants

Housekeeping supervisors


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1.2.4 THE INDUCTION FORM

1) In your own words, explain what the induction form is.

2) List some of the roles and responsibilities set out in the induction form at your establishment.

The induction form has a list of your various roles and responsibilities that will need to be explained to you.

The lists of roles and responsibilities will differ depending on your establishment, but will typically include things such as, uniform, signing-in and out procedures, and lost property procedures.

This form is likely to be filled out only once, just before you begin working at the establishment. However, in the event of rule changes, a new induction form with slightly different rules will be drafted, and you may be required to read it and re-sign it.

Don’t be afraid to ask questions when going through this form as it is very important that you fully understand what is set out in front of you.

Q&A

What is an induction?

The process of formally accepting you into the role of a housekeeper.


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1.2.5 WORK SCHEDULES

A schedule is an outline of what needs to happen, where it needs to happen and at what time it needs to happen. A schedule helps to make sure that everything gets done in an organised way.

The type of schedule that you will be most likely to make use of in the housekeeping department is called a work schedule.

The work schedule makes it easier for you to plan your working hours and makes sure that everything gets done at the right time. Some cleaning activities, such as mopping the fl oors and dusting surfaces, need to be done on a daily basis.

Other activities will be completed once a week, or once a month. These will be noted on the work schedule to remind you of the last time these tasks were done.

You may be given a ‘job of the day’ card. This is used to highlight one job that needs to be given special care on that specifi c day. It is a good idea to get this card from your supervisor and keep it with you to remind you of the specifi c tasks required for each day of the week.

1) Can you think of any reasons as to why work schedules are used more often by the public area cleaners?

2) Provide fi ve examples of tasks that might appear on your ‘Job of the Day’ card.

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Grooming checklist

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1.3.1 PERSONAL GROOMING AND HYGIENE

Personal grooming is an important part of being a professional and means making sure you look neat, tidy and clean at all times.

If a Guest sees that you have dirty fi ngernails and greasy hair, they will question your ability to clean. As such, it is important to ensure that your personal grooming is up to standard.

1) List fi ve examples of poor personal grooming habits.

2) Describe your morning routine, with emphasis on grooming and hygiene. Are you neglecting anything important? If so, what?

3) Complete the word search puzzle below. Look for the following words:

FACE WASH

HAIRBRUSH

NAIL CLIPPER

SHOWER SPONGE

TOOTHPASTE

TOOTHBRUSH

• shower, bathe or wash

• wash and brush your hair

• brush your teeth

• wear antiperspirant or deodorant

• don’t use perfumes or colognes in excess

• nails must be short and clean

• follow establishment standards on make-up

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1.3.2 UNIFORM

1) Why is it also important that back of house colleagues wear a uniform?

2) Explain why each of the following items may not be appropriate or practical as part of your housekeeping uniform:

Your uniform needs to be clean, ironed and fresh so that you positively represent your establishment.

Two vital purposes of a uniform: 1) Your uniform makes it easy for the Guest to identify you and see that you are a part of the housekeeping team.

2) It is a visual representation of the establishment’s brand. A recognised uniform scheme appears neat, professional and smart.

Your uniform

Your uniform must: • be fresh and clean. • be ironed or pressed. • fi t you properly. • not contain any holes or tears.

Before starting your shift, ask yourself these questions while looking in the mirror:• Is my uniform clean and fresh?• Is it ironed? • Is the collar turned down fl at? • Are all the buttons buttoned up? • Am I wearing a belt that is the same colour as my shoes?• Are the hems of my uniform the correct length, as well as neat? • Are my stockings/socks the correct colour? • Are my shoes to the correct standard?• Is my name badge in the correct place?


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1.3.3 ACCESSORIES AND BODY ART

1) Are the following items appropriate or inappropriate to wear at work?

Mark with a tick.

The general standards

iEvery establishment has diff erent standards and rules when it comes to jewellery and accessories. However, there are a few general standards that will apply at every establishment to ensure professionalism.

Watches: The style of your watch should be simple and plain with a neutral colour.

Rings: Try to wear only silver or gold rings. These should be limited to only a wedding band.

Chains and necklaces: Chains should be kept thin and of a simple style. Your chain should be tucked away in your uniform.

Earrings: Ladies can wear small, simple studs free of loose, dangling pieces in their earlobes only. Men may not wear earrings.

Hair accessories: Hair accessories must be simple, professional and kept to a suitable minimum.

Headscarves: Headscarves must be clean, ironed and tied neatly according to your establishment’s standards.

Tattoos: Tattoos should never be visible to your Guests and must be covered with make-up, band-aids, sleeves or pants.

Appropriate

Inappropriate

Appropriate

Inappropriate

Appropriate

Inappropriate

Appropriate

Inappropriate

Appropriate

Inappropriate

Appropriate

Inappropriate


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Written documents

1.4.1 INTRODUCTION TO ADMINISTRATION

1) List a few reasons as to why we use the stores register list.

2) On your duties you notice a faulty fl ush on the toilet in one of the Guest rooms. Describe the procedure you will follow to address this issue.

3) Describe the procedure for dealing with lost property found in the room after the Guest has checked-out.

iIn every establishment there are procedures set in place to make general operations run smoothly. These procedures are recorded using documentation, or paperwork that needs to be fi lled out. This is called administration and it is one of your daily responsibilities.

The reason for recording all of this information on paper is so that there is a written document to refer to after you have done it. This allows you to remember what was done, who did it and when it was done.

The day sheet: This form gives you all the information on the rooms you need to service.

The stores register: This is a list containing all of the amenities, equipment and chemicals that you have in your stores.

The linen check sheet: This form records what items are taken from the linen store or laundry room.

The lost property slip: This piece of paper is fi lled in if you fi nd any items that Guests have left behind, or lost.

The maintenance log sheet: This is used to record any things you see in the rooms that are damaged or broken.


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1.4.2 INTRODUCING THE DAY SHEET

1) The day sheet contains space for additional comments. Can you think of three examples of information that might need to be recorded in this space?

2) Why is it important that nobody other than your supervisor is allowed access to your day sheet?

3) Why is the time in/time out section of your day sheet so useful?

a) The day sheet will contain the date and your name.

b) It tells you the room number and the Guest’s name.

c) It will include the bed type, letting you know if it’s a single, twin or king room.

d) The day sheet also tells us the status of the room.

e) The day sheet might include the time in and time out. This gives insight into how long certain rooms and bed types take to complete.

f ) Your day sheet will also have space for additional comments. This will include any additional information that will help when handing over your rooms at the end of the day.

The information on a day sheet

iThe day sheet, also called the ‘allocation paper’, has information on the rooms you need to clean, as well as additional information where necessary. You will also use the day sheet to note bits of information that you discover during the day, such as a Guest’s special requests or preferences.


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1.4.2 INTRODUCING THE DAY SHEET 1.4.3 USING THE DAY SHEET

The rooms on your day sheet will be divided in certain ways, either into sections or into stay-over rooms and departure rooms. Regardless of how the rooms are split up, it is important to work systematically.

Working systematically means going to each room as listed on your day sheet and marking them off as you work through the list. In the event of a ‘do not disturb’ sign, you need to note on your sheet that this is a DND room and return later.

The day sheet is also used to keep track of special touches. For example, if you notice a Guest is making use of exercise equipment in their room, you might place extra towels in their room for use while exercising. Writing this on the day sheet reminds you of what room needs what, and ensures that the Guest receives the same standard of service and attention to detail each time.

1) Describe how the rooms on your day sheet are divided up.

2) Can you think of two reasons why it is so important to make a note of DND rooms on your day sheet?

3) Can you think of three examples of how you might tailor for Guests while working through your day sheet?

Remember, write as neatly as possible on your day sheet, as your supervisor may need to look at it when you are not there.

An untidy day sheet is not professional.

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1.4.4 ROOM STATUS CODES

Room Status Codes

OR - Occupied Ready. The Guest can check into a new room that has been cleaned and checked.

OC - Occupied Clean. The Guest is staying another night and their room has been cleaned.

OCI - Occupied Clean and Inspected. The room has been cleaned and inspected by the supervisor.

OD - Occupied Dirty. Guest is checked in but room has not been cleaned.

OOS - Out of Service. The room is out of service.

OOO - Out of Order. The room cannot be sold, usually due to a maintenance problem.

VD - Vacant Dirty. The Guest has checked-out and the room is ready to be cleaned.

VC or VCR - Vacant Clean or Vacant Clean and Ready. The room has been cleaned but has not yet been inspected by a supervisor.

VCI - Vacant Clean and Inspected. This room is clean and has been inspected.

DND - Do Not Disturb. The Guest has put their ‘do not disturb’ sign up and must not be unnecessarily disturbed.

1) You notice that an air conditioner is not working in a vacant clean room (VC). You inform the maintenance department of this issue. What status is the room now likely to be given until the issue is resolved? Why?

2) Fill in the missing letters for the following room status codes, and then write the code out in full. The fi rst one has been done for you as an example.

OC Occupied Clean OC_

V_I

V_R

D_D

O_S

O_O

3) Write down any special codes pertaining to VIP statuses and special requests you may be aware of.

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As a member of the housekeeping department, you will come across diff erent room statuses. These are used as a quick way for everyone to identify what the status of a room is without a long explanation.


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Different types of keys

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1.4.4 ROOM STATUS CODES 1.4.5 SIGNING-IN AND SIGNING-OUT OF MASTER KEYS

Keys, cards, tags or codes are all used in the housekeeping department to get into the rooms you need to service. They are also used to enter areas which hold important equipment, chemicals and linen.

When you receive or return a key you need to sign for it with your name and the number of the key.

This is to ensure that if anything goes wrong or a key goes missing, the person that signed for it is responsible. In addition, this allows your supervisor to check who went into each room and when.

• The grand master or hotel master key opens all doors in the entire establishment.

• The master key opens all rooms and housekeeping storerooms at your establishment.

• The sub-master key, section master key or floor master key. These open all the rooms in a specific section or floor.

• The room key opens only one door and is used by the Guest.

1) Who at your establishment is permitted to use the grand master or hotel master key?

2) Fill in the missing words using the list below. Use only the most relevant words!

a) The grand master key is also known as the master key, and opens

every door in the establishment.

b) The master key opens all the rooms on a specific floor, whereas

the key only opens one door and is used by the .

housekeeper section manager hotel

room establishment Guest floor


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1.4.6 RULES FOR CONTROLLING KEYS

For safety reasons, always keep your key on you whilst you work. Leaving your key unattended makes it possible for someone else to get your key and enter a Guest’s room, putting the Guest and their property at risk.

Never let anyone, including colleagues, borrow your key. If a colleague uses your key to enter a room and something bad happens during this time, it is your name on the key.

Ask your supervisor if your mobile phone can deactivate a magnetic key card. If so, try to ensure that this does not happen as it is an inconvenience for Front Offi ce to have to cut new keys.

Never leave the property with your key. The reason for this is so that your card is not lost or stolen, placing both the Guest’s and the establishment’s property at risk.

1) List three reasons as to why you should never leave your key unattended.

2) Why is it important to have strict rules at your establishment regarding keys?

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Remember, keys are very important for security at the establishment. Following the right procedures is a big part of keeping everyone at your establishment safe.


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10 rules for communication

1.4.6 RULES FOR CONTROLLING KEYS 1.5.1 THE IMPORTANCE OF COMMUNICATION

Speak up. Without shouting, say what you wish to say loud enough to be heard.

Be organised and follow up. You need to be sure the information gets to the other person eff ectively.

Be clear. Keep the message simple. Don’t ramble.

Listen actively. If you fail to listen correctly, you are likely to end up with incorrect information.

Avoid ‘um’ and ‘err’. Slow down and think before you speak.

Don’t assume. If you didn’t hear something properly, ask the other person to repeat it.

Be polite and patient. If you are interrupting others you will not get your point across.

Understand body language. A lot of information is communicated through body language.

Get their attention. Make eye contact and make sure the other person is listening.

Give reminders. Check in with the other person to ensure that they understood you.

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1) In your own words, describe what communication is.

2) In the squares below, draw or explain how the following emotions would be communicated in body language.

confused defensive excited and eager


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1.5.2 COMMUNICATION TOOLS

1) At your establishment, what communication tool is most commonly used by the housekeeping department?

2) Can you think of five examples of when you would need to communicate with other departments during your daily duties and the specific tool used to communicate with them?

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Different communication tools

Remember, you are only permitted to use the telephone in an occupied room in the event of an emergency.

• the television remote

• the telephone on the floor

• cordless phone

• radio

iAs you will be moving around your establishment throughout the day, you will need to communicate with the rest of your team using one of the communication tools available to you.

Whether dealing with Guests or colleagues, it is important to communicate information efficiently and professionally. Telephone and radio etiquette must be maintained at all times. This includes keeping your voice and ringtones to a minimum so as not to disturb Guests.

Communicating on-the-go is a vital part of your job. An example of this is when a room attendant notifies their supervisor that a room is complete, the supervisor can inform Front Office that the room is now ready for Guests.


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1.5.2 COMMUNICATION TOOLS 1.5.3 FRONT OFFICE

The constant exchange of information between the Front Offi ce and the housekeeping department is vital in providing Guests with clean, available and comfortable rooms.

1) Complete the crossword puzzle. Use the text below to help you fi nd the solutions!

The Housekeeping department and Front Offi ce must be in constant [8 ACROSS] in order to provide Guests with clean, available and [2 DOWN] rooms.

Housekeeping should let the Front Offi ce know when rooms are [7 ACROSS], any Guest [2 ACROSS], or any extra [8 DOWN] to be placed on the Guest’s bill.

Housekeeping should also report any [4 DOWN] behaviour to the Front Offi ce.

The Front Offi ce needs to provide Housekeeping with a [6 DOWN] day sheet, as well as information regarding [1 DOWN] check-ins, [5 DOWN] stays, and the check-out [3 DOWN] of each room.

What information does housekeeping need to give?

What information does housekeeping need to receive?

• Information on when rooms are ready.

• Information on any confusion or errors over a room being occupied or not.

• Information on Guest complaints or questions.

• Information on any suspicious behaviour seen at the establishment.

• Information on any additional charges that need to be placed on the Guest’s bill.

• Information on the day sheet, detailing the status of rooms and names of Guests.

• Information on the check-out statuses of all the rooms.

• Information on extended departure dates.

• Information on any room changes.

• Information on any early check-ins so as to ensure these rooms are the fi rst serviced.


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The correct way to report problems

1.5.4 MAINTENANCE

1) Find a problem

2) Identify the problem

3) Accurately report the problem

4) Maintenance to let housekeeping know that the problem is fi xed

5) Return to the room to check that everything is in order

As a member of the housekeeping department, the possibility of fi nding problems that require maintenance is high. Specifi c details of such problems need to be communicated to the maintenance department.

When dealing with bigger problems, the fi rst rule is to never try to fi x it by yourself. Instead, call the maintenance department so that they can assist you as soon as possible.

To alert maintenance about problems a room might have from a Guest’s point of view, some establishments place a maintenance card in their rooms. If the card has been fi lled out during a Guest’s stay then the card must be passed on to maintenance as soon as possible.

1) List fi ve possible problems that you might encounter on your daily duties that need to be reported to the maintenance department immediately.

2) Put the following steps into the correct order for reporting a problem. Draw a line between the blocks to indicate the order of the steps.

Remember, with any problem found by a Guest, a sincere apology needs to be off ered.

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You check to see that the shower door closes properly.

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You report the problem to the Maintenance department.

You notice that the shower door in a Guest’s room doesn’t close properly.

The Maintenance department should alert you that the shower door is fi xed.

You identify that the cause of the problem is a loose hinge on the shower door.


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1.5.4 MAINTENANCE 1.5.5 SECURITY

1) Can you think of fi ve possible examples of suspicious Guest behaviour that needs to be communicated to security?

2) Imagine you are on your establishment’s security team. Write down what kind of information you need to have communicated to you about a suspicious Guest in order to provide eff ective support.

Members of the housekeeping department are sometimes faced with suspicious behaviour from Guests. If at any point you feel scared or nervous, or suspect something strange, report the incident and call security immediately.

As the housekeeping department is also sometimes responsible for theft by colleagues themselves, you must also report any internal suspicious behaviour.

If you are aware of any of your colleagues stealing or committing any other illegal acts at work, you need to report them to security and your management.

Having an honest and open relationship between your department and the security department helps to ensure that no one is tempted to commit illegal acts at your establishment.


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What the food and beverage department needs from the housekeeping department

1.5.6 FOOD AND BEVERAGE

Eff ective communication between the housekeeping department and the food and beverage department is vital to the smooth running of your establishment.

Clean, ironed linen: The laundry room or linen store needs to provide clean linen for the dining areas. It is the food and beverage department’s responsibility to communicate this need in advance so that the housekeeping department is prepared.

Clean service areas and facilities: Housekeeping needs to ensure there is a public area cleaner that cleans and prepares the dining facilities.

Removal of in-room dining trolleys: The room attendant needs to inform the food and beverage department of any in-room dining trolleys found in the rooms, outside the rooms or on the service landings.

Effi cient communication between departments: Communication between the two departments is essential. This can be a call each morning from one department to the other or a colleague from each department attending the other department’s early morning meetings.

i 1) How do you understand the relationship between the food and beverage department and the housekeeping department? How do these departments communicate in your establishment?

2) Ask your manager or supervisor how much table linen is used each day in the dining area. Make a list below of how much of each item the housekeeping department needs to prepare for each meal service on the average day.

Breakfast service

Number of Underlays:

Number of Overlays:

Number of Serviettes:

Any extra linen needed:

Lunch Service


Number of Overlays:



Dinner Service


Number of Overlays:



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