Housekeeping Training - Basic Standard

HOUSEKEEPING TRAININGBASIC STANDARD

Conducted by:

Drs. Agustinus Agus Purwanto, MM

Jl Tukad Batanghari VIII/7APanjer – Denpasar 80225Denpasar – Bali Indonesia

1. Entrance Doors

Checked mechanical key, primary locking device or Secondary locking device – door guard Do not disturb sign Legal notice (per state and local government law) to

include departure time Safety and security instructions / and evacuation

map Notice advising guest to double lock door when not

in use

2. DRESSING DESK TOP

Guest folder (compendium) – hotel quality: to include the followings:

1. Stationary sheets2. Envelopes3. Airmail envelopes 4. Airmail envelopes (VIP) 5. Notepads (luxury rooms / suites only)6. Note cards envelopes (luxury rooms / suites only)7. Pen – hotel quality8. Note pad with hotel phone number

2. DRESSING DESK TOP (continue)

9. Telex message forms (if the hotel has a telex machine)10. Paging forms (where guests can be located: luxury rooms

and suites only)11. Luggage stickers (optional)12. Directory of guest service (in booklet, and placed separately

on the desk)13. Post card (optional)14. Room service menu15. Door knob breakfast menu (at all times)16. Guest service questionnaire (1 per page)17. Live plant or fresh cut flower (s) in vase (luxury rooms / suites

only)

3. DRAWERS:

1. Religious books (Islamic & Christianity)

2. Swim suit bag (optional) – luxury rooms and suits only

4. CLOTHES CLOSET

Coat hangers with paint bar Coat hangers with skirt clip Coat hangers padded (luxury rooms and suites only) Clothes hooks Tie rack (optional) Plastic laundry bags with laundry and dry cleaning

slips / sheets Extra pillow – different fro kind on bed, in a large

plastic Bathrobes – (suites, executives and luxury rooms

only)

5. BEDDING AND LINEN

Mattress and box springs with safety specifications

Bed – with minimum finishes sizes:

1. King size – 76 x 79 ins (193 x 200cm)

2. Queen size – 60 x 79 ins (152 x 200cm)

3. Double size – 53 x 79 ins (135 x 200cm)

4. Twin size – 36 x 79 ins (197 x 200cm)

6. COORDINATED LINEN

White or beige color Designer style (especially in luxury rooms and suites) Minimum sheet length – 115 inches (292cm)Sheets per bed Sheets per bed (suites, executive and luxury rooms only) Coordinated bed spread per bed Blanket per bed – flame resistance Mattress per bed Pillows for double beds: minimum – 20×26ins (50.8×76.2cm) Pillows for twin beds: minimum – 20×26ins (50.8×76.2cm) Pillows for king bed: minimum – 20×26ins (50.8×76.2cm) or King pillows (optional) – 20.36ins (150.8×91.4cm)

7. FURNITURE

Chairs or chaise lounges, comfortable and corrosion resistant

Table, corrosion resistant. (these are for balcony furniture, space permits)

Chairs, upholstered with arms or comfortable for dinning or working.

Couch seat plus desk chair maybe substituted for 2 arm chairs

Floor lamp (this eliminate sway lamps) Table – minimum table top surface 101889 inches

(6,568 sq.cm); - 1,344 sq. inches (8.671sq.cm). Rectangular shape recommended

8. BATH ROOM: (USE “HOTEL QUALITY” CRESTED BATH LINEN)

Bath mat – minimum of 20×34ins (50.8×36cm), 9.91bs (4.49kg) per dozen

Bath sheets – minimum of 30×60ins (76.20×150.40cm), 18.01bs (8.16kg) per dozen. (suites, executives and luxury rooms only).

Bath towel requirement may be reduced to two in these rooms

Bath towels – minimum of 27×50ins (68.58×127cm); 13.51lbs (6.12kg) per dozen

Face towels – minimum of 13×13ins (33.02×33.02cm); 1.316 (.59kg) per dozen

Bath rug – non slip Hand towels – minimum of 18×30ins (45.72×76.20cm)

9  PERSONAL AMENITY RECOGNIZED WITH BRAND NAME

Shampoo – 102 (29.3ml) bottled Conditioner – 102 (29.3ml) bottled Body lotion – 102 (29.3ml) bottled Bath gel – 102 (29.3ml) bottled Suntan lotion – 102 (29.3ml) Mouth wash – name brand: suites,

executives and luxury rooms only

9  PERSONAL AMENITY RECOGNIZED WITH BRAND NAME (continue..)

Soap facial – 1.25oc (35g) minimum boxed or plastic case

Soap deodorant – 2.25oc (64g) – boxed or plastic case – suites, executive and luxury rooms only. Replaces deodorant soap bar, need not to be deodorant type soap

Shower cap – boxed, pillow pack or tube Shoe shine mitt (cloth only) or sponge, boxed or

plastic case

9  PERSONAL AMENITY RECOGNIZED WITH BRAND NAME (continue..)

Amenity try or basket Shoe horn – suites, executive and luxury

rooms only Soap dish – “hotel quality”: applicable in

hotels that do not have a built in soap dish in counter

Toilet paper roll – recognized brand name one in holder, one in spare in bath (in holder, or in decorative wrap or covered)

9  PERSONAL AMENITY RECOGNIZED WITH BRAND NAME (continue..)

Facial tissue – recognized brand name (optional)

Glasses – water – “hotel quality” – glass, 802 (227.3ml) minimum size. However, good quality plastic glasses could be used for ground floor rooms or less expensive rooms

Bottle opener – fixed Grab bar – on the wall above tub, minimum

300lb pull

9  PERSONAL AMENITY RECOGNIZED WITH BRAND NAME (continue..)

Ashtray – “hotel quality”, safety type 5ins (12.7cm) minimum diameter

Matches – standard fold type ox boxed Waste basket – ignition resistant (plastic) Hair dryer – suites, executive and luxury

rooms only Magnifying mirror with light

9  PERSONAL AMENITY RECOGNIZED WITH BRAND NAME (continue..)

Shower head – pulsating Clothes line – retractable Shower curtain – fabric with separate liner Clothes hook(s) on back of bathroom door,

two hooks required but be one fixed Whirlpool bath tub-in master bedroom suites

only Telephone – suites and executives only

10  Amenities to be provided ‘on call’

This list is a minimum standard required: housekeeping service, iron, iron board, and hair dryer. Sewing kit, toothbrush, tooth paste, mouth wash, and an optional statement that towels are available at pool on request. However this notice is not required in suites, executive and luxury rooms.

11 GENERAL

19ins remote controlled colour TV – one per bedroom

24ins remote controlled colour TV – in console in executive or luxury rooms

In suites, second TV must be remote control TV channel indicator plate on 19ins TV, plastic, metal or foil – indicates national network

stations, major cable stations, sports, news, and movie channel (s)

NB: Controls for lights, TV, radio, etc may be built into bedside nightstand. Cable TV or satellite reception is required

11 GENERAL (continue...)

TV programme directory Magazines – for major national, international

or leisure publication depending upon market Telephone by bedside, with modern features,

push button, long cord to reach table / desk. Phone must have room number and hotel phone number on it

11 GENERAL (continue...)

Telephone in suites and executive rooms Telephone book with cover located near

phone Note pad with ‘hotel quality’ pen – next to

phone Note pad holder – executive / luxury rooms

only

11 GENERAL (continue...)

Ashtrays – ‘hotel quality’ – 5ins. (12.7cm) minimum diameter

Matches – standard fold type or boxed Newspaper (National) delivered to room

(under door if possible on weekends) offered at front desk and restaurants on weekends, complimentary. Strongly recommend having selections at the restaurant.

11 GENERAL (continue...)

Clock radio – by bed, ‘hotel quality’ with alarm dimmer on read out recommended with instructions and stations

Full length mirror with polished edge or frame where not built-in. Drape – 100% black out and sheer curtains should extend all the way to floor if structure of room allows

11 GENERAL (continue...)

Waste basket by desk; metal or vinge wrapped with metal liner

Purified drinking water – bottle or flask minimum 24oc (710ml) required in the refrigerator

Safe: pay per use – in suites and executive rooms. However, it can be offered as complimentary in the hotel

Mini bar – in all rooms

12  LIGHTING BEDSIDE

All lamp on /off switches should be visible to the guest, convenient, and easy to operate. Closet – light fixture need not to be in closet as long as a minimum lighting level of 10 ft candles is achieved

Bedside lamp. One 100watt bulb, or two 60 watt bulbs must provide a minimum of 30 foot candles at reading level while seated in bed

13  LIGHTING BATHROOM

Bathroom over sink – two 40 watt fluorescent bulbs minimum, must provide minimum of 30 foot candles at height of 5ft (1.52m) above floor

Incandescent in bathroom – executive and luxury rooms only

Floor lamps 100-watt bulbs must provide 30-foot candles at seating reading level. Three-way fixture (50/100/150 watt bulbs) required for executive and luxury rooms

13  LIGHTING BATHROOM (continue)

Entry way 60 watt bulb minimum, must provide 20 foot candles of light on back of entrance door

14 STANDARD CLEANLINESS

All guest rooms and suites will be cleaned to standard prior to being occupied by the guest

All occupied guest rooms and suites will be cleaned to standard daily

Daily guest room cleaning must begin not earlier than 8.00am. it is management’s responsibility to use its discretion to minimize early noise.

14 STANDARD CLEANLINESS (continue)

All occupied guest rooms must receive initial cleaning by 4.00pm daily

The hotel must provide complete room attendant cleaning services on an “on call” basis up to a minimum of 7.00pm daily. Partial housekeeping services such as towel replacement, bathroom amenity replacement, etc, should be provided upon request on a daily basis.

14 STANDARD CLEANLINESS (continue)

A room unoccupied for two or more days must be dusted and checked to be sure it is cleaned to standard prior to the room being occupied.

15. LIST OF TASK HOUSEKEEPING STAFF

1. H/01- Cleaning procedures

2. H/02 – Polishing

3. H/03 - Preparing guest room

4. H/04 - Dealing with guest laundry

5. H/05 - Dealing with lost and found property

6. H/06 - Dealing with guests special requests

7. H/07 - Employing personal grooming and

hygiene techniques

15. LIST OF TASK HOUSEKEEPING STAFF (continue..)

8. H/08 - Using the telephone

9. H/09 - Preparing public / function rooms

10. H/10 - Dealing with pests

11. H/11- Receiving and issuing linen

12. H/12 - Dealing with complaints

13. H/13 - Transferring guests

14. H/14 - Taking fire prevention and safety

action

15. LIST OF TASK HOUSEKEEPING STAFF (continue..)

15. H/15 - Dealing with repairs and

maintenance

16. H/16 - Creating floral and decorative

arrangement

17. H/17 - Repairing fabrics

18. H/18 - Removing stains

19. H/19 - Marking fabrics

15. LIST OF TASK HOUSEKEEPING STAFF (continue..)

20. H/20 - Taking action in emergencies

21. H/21 - Coordinating work with front office

22. H/22 - Seasonal closing down

23. H/23 - Planning and controlling work at the

department

24. H/24 - Inspecting the guest rooms

25. H/25 - Record keeping

15. LIST OF TASK HOUSEKEEPING STAFF (continue..)

26. H/26 - Giving on-the-job training

27. H/27 - Taking inventory

28. H/28 - Drawing up duty rosters

29. H/29 - Supervising work in the department

30. H/30 - Advising management

HAVEN NICE DUTIES

I always serve without “GRUMBLING”