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Agustinus Agus Purwanto, SE MMwww.sunparadisehotelsmanagement.webs.comEmail: [email protected]: +62 812 9444 1224
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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”