HOUSEKEEPING

Housekeeping
a vital department, is responsible to keep the cleanlines and neatness of a buildings, and
keep in order of the facilities in them.
Efficiently managed Housekeeping departments ensure the cleanliness, maintenance and
aesthetic appeal of a hotel. Housekeeping department not only prepares on a timely basis, clean
guest rooms for arriving guest, it also cleans and maintains everything in the hotel so that the hotel
is as fresh and attractive as the day it open for business.The task performed by a housekeeping
department are critical to smooth daily operation of any hotel.
Housekeeping Department is able to contribute to make the company second to none in
hospitality industry. A company known best through the action of its employee. Without efforts,
enthusiams, and willingness of employees the company would not be recognized.
Nothing sends a stronger message than cleanliness of the hospitality operation. No level of
services, frendliness or glamour equals the impression a guest has upon entering a spottless, tidy
and conveniently arranged room.

HK RESPONSIBILITIES
Regardless of the size and the structure of a housekeeping, most housekeeping are responsible for
cleaning the following areas:
Guestrooms
Corridors
Public areas
Pools
Management offices
Storage areas
Linen and sewing rooms
Laundry rooms
Back of the house areas like crew areas
Housekeeping departments offering world class service are generally responsible for additional
areas, such as :
Meeting rooms
Dining rooms
Banquet rooms
Convention halls
Hotel-operated shops
Game rooms
Spa and exercise rooms
Library and internet spots

Housekeeping’s cleaning responsibilities in the Food & Beverages areas vary from hotel to
hotel. In most hotel, housekeeping has very limited responsibilities in relation to food preparation,
production and storage areas. The special cleaning and sanitation tasks required for maintaining
these areas are usually carried out by kitchen staffs under the supervision of the chief steward.

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 In some hotel, the dining room staffs clean the service areas after breakfast and lunch
periods, housekeeping’s night cleaning crew do the in-depth cleaning after dinner service, such as
carpets.

JOB DESCRIPTION
To run a good business in each company, job description of each employee/personnel is really
important, step of working should be written clearly on every job description of each rank or
position.
Each company has it’s own policy on job descriptions for it’s personnel.
In general the job description of Housekeeping department is as follows :
A. Position/rank : Chief Housekeeper
Direct superior : Hotel Manager
Report directly to : Hotel Manager
In charge of : Housekeeping dan Laundry
Working hours : Available 24 hours
Responsible for :
The smoothness of Housekeeping and Laundry operations, to achieve the service as
expected and to meet the quality standard of the company.
To coordinate and to coorporate with all Department Heads, Captain, Staff captain and
Chief Engineer.
To delegate all housekeeping and laundry task to Assistant Chief Housekeeper and Chief
Laundry.
To communicate and entertaint the guest or passengers.
B. Position/Rank : Assistant Chief Housekeeper
Direct Superior : Chief Housekeeper
Report Directly to : Chief Housekeeper
In charge of : Housekeeping Supervisor
Working Hours : Set by Chief Housekeeper
Responsible for :
As the right hand of Chief Housekeeper, he/she has to supervise all Housekeeping
Supervisor. To keep the discipline all his subordites.
C. Position/Rank : Housekeeping Supervisor
Direct Superior : Assistant Chief Housekeeper
Report Directly to : Assistant Chief Housekeeper
Incharge of : Cabins Stewards/Roomboys
Working Hours : Set by Chief Housekeeper and Assistant Chief Housekeeper
Responsible for :
Supervising Cabin stewards/Roomboys/Cleaners in their works to keep a good discipline
and spirit to do their best. Reporting all the defects to the right department.
D. Position/Rank : Cabin Steward/Room Boy
Direct Superior : Housekeeping Supervisor
Report Directly to : Housekeeping Supervisor
Incharge of : All guest cabins, passengers cabin’s and it’s areas.
Working Hours : Set by Housekeeping Supervisor
Responsible for :

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 The cleanliness, neatness and in good order all guest cabin’s, making the guest happy
and satisfied during their stay on board of the ship or in the hotels.

E. Position/Rank : Captain’s Steward

Direct Superior : Housekeeping Supervisor
Report Directly to : Housekeeping Supervisor
Working hours : Set by the Captain & Housekeeping
Incharge of : Captain’s needs and services
Reponsible for :
The cleanliness, neatness of captain and officer’s cabins, serving meals and drink to the
captain, hotel manager and his guests.
F. Position/Rank : Night Steward
Direct Superior : Housekeeping Supervisor
Report Directly to : Housekeeping Supervisor and Night Manager
Working Hours : Set by Housekeeping Supervisor
Incharge of : All the room service during the night
Responsible for :
The smoothness of room/cabin services during the night.
G. Position/Rank : Officers Steward
Direct Superior : Housekeeping Supervisor
Report Directly to : Housekeeping Supervisor
Working Hours : Set by Housekeeping Supervisor
Incharge for : All staff, officers and entertainers cabins
Responsible for :
The cleanliness and neatness of staff, officers and entertainers cabins.
H. Position/ Rank : Bell Boy
Direct Superior : Housekeeping Supervisor
Report Directly to : Housekeeping Supervisor
Working Hours : Set by Housekeeping Supervisor
Incharge of :
Escorting guest, carrying luggage from lobby (Reception) to the rooms
Office boy duties, pageboy, room service boy and cleaners
Responsible for :
The cleanliness of the front office, and other offices.
Smoothness of the service whenever needed.
I. Position/Rank : Utility (Hotels)
Cleaner (Cruiseship)
Direct Superior : Housekeeping Supervisor
Report Directly to : Housekeeping Supervisor
Working Hours : Set by Housekeeping Supervisor
Incharge of : All areas under the Housekeeping responbility public rooms, crew
quarters and compound
Responsible for :
The cleanliness and sanitation all areas mention above.

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GLOSSARIES

ROUTINE HOUSEKEEPING WORDS

1. BLOTTING
Is the process of drying or soaking up a liquid spill using an absorbment material (eg : clean
rag)

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2. BUFFING
Is the process of polishing a surface (vinyl).
3. BONNETING
Is the process of carpet surface cleaning using a cloth pad and rotary machine.
4. CLEANING
Is the act of freeing an item from the contaminating matter, it is the action of making an
item unsoil.
5. CONSUMING
Is the act of usage of an item or product.
6. DISINFECTING
Is the act of killing germ (microorganism or microba that can cause disease) and bacteria.
7. DUSTING
Is the act of removing small dust or airbone particle from an item or surface. Dusting is done
to create a cleaner environmental.
8. CARPET EXTRACTING
Is the process of deep cleaning the fibre of carpet via the extraction or suction method. This
process required a carpet extractor machine.
9. MOPPING
Is the action or process of moving a clean absorbment material (rayon/cotton depending on
actual task) on a floor to either apply or pick up liquid.
10. ORGANIZING
Is the act of assembling or making ready an item for use or action.
11. RINSING
Is usually the middle act of flushing surface to remove chemical and to neutralize a surface
or item in prepration for the applicationof the final process (rinsing chemical out of laundry
wash cycle or rinsing a floor after striping.
12. SANITIZING
Is the process of freeing any item from possible health effect. It is the final act after washing
and rinsing. (100 ppm bleach)
13. SCRUBBING
Is the act of cleaning using an abrasive action.
14. SEALING
Is the process of adding a protective coating to shield a surface.
15. SHINING
Is the action of polishing to a high gloss appearance.
16. SOILING
Is the act of making an item unclean.
17. SPOTTING
Removal of stains on carpets.
18. STRIPPING
Is the first action in the process of removing a wax like build up or protective material from
surface. This step is usually done to prepare a surface for resealing.
19. SWEEPING
Is the process of passing a brush over an area to collect the brisk/dirt.
20. VACUUMING

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 Is the process of passing an electrical sweeper machine that has the suction power to pick up
and collect dirt for disposal.
21. WIPING
Is the process of rubbing with cloth or paper in order to clean or dry.

PUBLIC AREAS CLEANING

Public areas consist of entrances, lobbies, corridors, elevators, restrooms and health
facilities. Other areas which guest sees include dining areas, banquet and meeting rooms and
sometimes administration and sales office.
Spotless and well-kept public areas signal guest to expect the same level of care and
attention in their guestroom.
Among the typical front of the house areas that need daily if not hourly housekeeping
attention are entrances, lobbies including front desk, corridors, elevators, public restrooms,
swimming pools and exercise rooms.

PREPARATION
Placing of safety precaution:
Safety precaution asparatus (tools) are important part of the job. Their purpose is to warn people of
the presence of working personal, tools and any hazardous conditions. Listed are commonly used
safety tools:
1. Yellow Safety Cones : to warn guest of wet floor.
2. Yellow Safety Chains : to block off a work area.
3. Ropes with signage : to block off the stairs.
Wearing Proper Gear
For safety purpose, only allowed to wear uniform and shoes provided. Jewelry is unacceptable as it
may get caught in machinery and become a safety hazard. Other gear provided as mask, appron,
glove and google are provided depending on performing task.
Removal Of Safety Precaution.
Removal of safety precaution aparatus is as important as placing them in the area. Be sure that all
hazardous equipment and material in the work are eliminated prior to their removal of the
equipment.

HARD SURFACE CARE

Daily
1. Dust Panning and Brooming
Is an important task as it’s deal with picking up visible brisk (dirt) from floor with a toy broom and
hand held dust pan.
2. Floor Sweeping
Is the act of moving larger to moderate pieces of dirt to a location for pick up. This procedure
requires a large push broom and is usually used in a large area.
3.Floor Dust Mopping
Is the process using a dust mop to collect smaller particle of dirt and dust from floor. This process
requires a rhythmic way of moving dust mop from left to right and like sweeping, pushing the dirt to
a central location to be pick up.
4. Floor Mopping

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Is the process of apply a wet mop to the floor with either plain water or chemicals. This process
requires a mop head, handle, bucket and wringer. It is recommended that you mop an area no larger
than 10’ x 10’ at any one time.
Method of Mopping:
a. Picture Framed Method
This method works on principle of running the mop in the straight line all around the baseboard
on the all side of an area (room or hallways).
Using a picture frame method, will be able to stay 6”-8” away from the wall, this will ensure no
splashing when mopping.
b. Figure ‘8’ Method
This method work on the principal of moving the mop head in the figure ‘8’ motion.
This will ensure even distribution of solution on floor.
Using Picture Framed and Figure ‘8’ Method:
Are to ensure even distribution of solution on floor without splashing on to walls or
baseboard.
Vertical Surface Cleaning:
When washing vertical surface (walls, doors, windows, etc) always follow this rule:
Step one: When applying (cleaning solution/chemical), from bottom to top, upwards.
Step two: When rinsing/wiping, from top to bottom, downwards.
It will prevent streaking, usually causes by improper washing/wiping technique.

5. Mop Head Rinsing

This is very important step. Be sure when cleaning a floor to stay constanly dip the mop head back in
the bucket and bring it out. So the dirt is remove and not re apply. This step will keep a floor clean as
you will not re-spreading dirt.
6. Floor Scrubbing
Is the the act of removing or agitating dirt from surfaces.This process can work on two principal:
1. Scrubbing by hand
Using a hard bristle brush.
2. Scubbing with rotary machine
Usually using surfactant.
7. Corner Scrubbing
Is the process of scrubbing an area where 2 walls meet and where machinary is unable to get into.
The tools usually used to meet this challenge are swivel brush.
8. Floor Maintenance Procedures
The process or protecting floor from element (dirt, weather, and food traffic). This method may
include stripping, neutralizing, waxing, buffing or floor restoration.
1. Floor Finishing
It perform and maintain properly (striping, neutralizing and waxing) is perform once every 4-6
monts.
2. Floor Buffing
Is more frequent method (2-3 times a week). Is the process of hardening wax and
maintaining the luster of a floor.
3. Floor Restoration

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 Is perform as directed. This process save from effort of stripping a floor and its in maintaining
a floor for longer period.

SOFT SURFACE CARE AND UPHOLSTERY

1. Dust Panning and Brooming
Is an important task. It deal with picking up visible brisk (from floor with a toy room and hand held
dust pan).
2. Vacuuming
Is a process used an electric sweeper machine to clean carpet fibre by suction power. There are two
type of vacuum cleaner:
a. Canister, which work sololy on suction and as good as vacuum for staircases.
b. Upright Vacuum, which is better because it has agitation brush and suction power.
3. Carpet Spotting
Is the process of cleaning carpet with a spotter chemical, a carpet brush and and a clean rags.
This method is used daily to take care of spill or any other upholstery spotting concern.
4. Carpet Pre-spraying
This principal is based on concept of pre-spraying chemical and waiting for it to work efectively. This
technique is prmarily base on the element of CAT.
5. Bonetting
Is the process of carpet surface cleaning that chemical is sprayed directly on to the carpet and speed
track carpet (bonnet pad/clothpad). Bonnet is placed under the floor machine to scrub the carpet.
This method is one the most frequent carpet care method used. It is recommended for both large
and small area. Bonneting is faster process and used milder cleaning solution as opposite to
extraction with use alot of chemical and water. Greatest advantage of bonetting is the short amount
of time is take to dry.
6. Carpet Extraction And Shampooing
Carpet extacting and Shamppoing is the process of carpet deep cleaning. This process begin with
carpet chemical pre-spray application. Extraction is more thorough cleaning method than bonetting.
In this method water and dilluted chemical are injected into the carpet under pressure then suck
out with a strong vacuum. A carpet that has been extracted will most likely need the aid of floor
blower to accelerate the drying time.
7. Walk Off Mat/Floor Mat
As important aid in maintaining carpeted area, by trapping and prevent heavy traffic dirt from
reaching the carpet. Floor mat are made of highly resillent syntetic fibre with a rubber backing, to
prevent moving and mildew built up. Daily cleaning required vacuuming and weekly claning required
extraction.
8. Upholstery Extraction
This related to chair, drape and curtain. The process is similar to carpet extraction except that the
tools and machinery are designed for the upholstery extraction.

ENTRANCES AND LOBBIES

ENTRANCES AND LOBBIES (INCLUDING F.D)

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Hotel entrances are among the most heavily trafficked areas in a hotel. Entrances must be kept clean
for aesthetic and for safety reasons.
Matting and runners placed near entrances can keep these areas free of foot prints and outside dirt
and protect guest from slips and falls.
CLEANING ENTRANCES
Equipment :
Broom and dust pan
Mop and bucket
All purpose cleaner
Glass cleaner
Cleaning cloth and cleaning pad
Procedures:
Sweep floor areas including matting and runner
Mop floor area
Clean glass areas of doors on both sides,top down
Clean handles and knob areas for finger prints and smudges
Polish knobs and handles
Clean door tracks
Open each door to ensure proper clearance along the bottom
CLEANING LOBBY
Equipments :
Clean astrays
Glass cleaner
All purpose cleaner
Dusting solution
Cleaning cloth and pad
Broom and dustpan
Mop and bucket
Procedures :
Replaces dirty astrays
Pick up loose papers and trash
Empty trash containers,replace liners
Clean glass and window areas
Dust furniture and telephones
Polish drinking fountains
Spot clean walls and picture frames
Dust or polish railings
Clean tile floor areas

FRONT DESK
Vacuuming and emptying waste baskets and astrays should be done both in front of and behind the
desk.

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We have to wipe down and polish front desk surfaces. We have to remove finger prints, smudges,
shoes and scuff marks especially near the base of the desk.
Never removes any papers or other business related items or unplug equipments in the front desk
areas.
ACTIVITIES ON DAILY BASIS
Emptying and cleaning astrays
Emptying and wipe down waste baskets
Cleaning glass and window areas
Wiping and dusting lobby telephones
Polishing drinking fountains
Polishing railings
Removing finger prints and spots from walls
Dusting furniture and table fixtures
Polishing door knobs and wiping surrounding areas
Vacuuming carpet
Sweeping tiles
Straightening furnitures
Polishing wooden furniture
Vacuuming upholstered furniture
Cleaning drapes or window coverings
Cleaning window sills
Dusting ceiling vents
Dusting in high or hard to reach areas
Cleaning carpet edges and baseboards
CLEANING FRONT DESK
Equipments :
Cleaning cloth and cleaning pad
Dusting solution
Broom and dust pan
Procedures :
Empty trash can and replace liners
Dust light fixtures and decorative wall items
Dust and polish front desk surfaces
Spot clean wall areas
Vacuum behind the front desk areas

CORRIDORS
Other sections of a hotel which most guest see before stepping foot into the guest room are public
corridors. Corridors are considered as “guest space” and therefore become an extension of guest
room cleaning tasks. Floor should be swept at least once a day based on traffic and occupancy.
When cleaning baseboards, we have to begin at one point in the corridor, work his way completely
down one side of the hall and then work back down the other side of this starting point. Wipe down
any trim around guestroom doors for finger prints and smudges. Light fixtures should be dusted and
any burned out light bulbs replaced. Spot cleaning the walls for smudges and finger prints then clean
the front and the back of exit door, wipe any dirt and dust.

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CLEANING CORRIDORS
Equipments:
All purpose cleaner
Dusting solution
Wall cleaning solution
Dust mop for dusting high or hard to reach
Cleaning cloth and pad
Procedures:
Dust air vents and ceiling corner
Dust and polish light fixtures
Spot clean walls
Clean baseboards
Clean both sides of all exit doors

PUBLIC RESTROOMS
Procedure for public restrooms are easier than other public areas because public restrooms are
constant. The goal in cleaning any public restroom is to maintain a sanitary, safe and attractive
atmosphere for the visiting guest. Public restrooms should be cleaned twice daily . In some hotels,
more frequent cleaning are required to maintain a pleasant environment and to ensure proper
sanitation and safety levels.
Before entering the restroom, we should check to see that the facility is vacant. When entering, we
should let the door open and place a floor sign at the entrance which indicates that the restroom is
being cleaned.
We need two buckets for moping the floor, the first bucket is a mix of clean warm water and amount
of cleaning solution. A second bucket of clean hot water should be prepared for rinsing.
If the floor is still wet from moping, a warning sign should be in place to alert guest until the floor is
dry.
CLEANING PUBLIC RESTROOMS
Equipments :
all purpose cleaner and disinfectant
toilet bowl cleaner
glass cleaner
odor counteractant
cloth and cleaning pad
toilet bowl brush
broom and dustpan
mop and bucket
restroom supplies
Procedures :
Check status of restroom.
Flush toilets and urinals. Apply cleaner around and under the lip of the bowl, and around
and under the rim and drain holes of urinal. Let cleaner stand while you do other tasks.
Empty trash containers. Replace liners
Clean sinks and countertop areas.
Clean toilets and urinals.

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 Clean partitions between stalls.
Clean washroom walls.
Restock supplies.
Clean the floor.
Make one final check.

CLEANING RESTAURANT
Cleanliness in dining rooms is important not only for image, but for safety and sanitation reasons.
This include cleaning tables, changing linens, attending to on the spot spills, and light vacuuming or
sweeping. Here, housekeeping comes in on a nightly, weekly, or monthly basis.
Vacuuming is perhaps the largest task which housekeeping plays important role with an operation’s
food service outlet.
Vacuuming is performed at night or after hours to avoid disturbing the guest.
To get the best results, we should move all the chairs away from a table before vacuuming beneath
it.
If any food spots are noticed, we have to do spotting the carpet. Housekeeping may responsible for
collecting dirty table linens and replenishing clean linen supplies on a daily basis.
Other housekeeping tasks include :
Cleaning phones
Wiping down the hostess station
Spot cleaning walls
Wiping window sills
Dusting and polishing furniture
Cleaning upholstery
Cleaning light fixtures

Cabin/Room Standard Fixture, Linen, and Standard Set Up

1. Bed
- Twin Bed
- Double Bed
- Sofa Bed
- Pullman Bed/Upper Bed/Upper Bunk
- Folding Bed/ Roll Away/Extra Bed
- Baby Crib
2. Pillows
- Firm Pillow
- Medium Pillow
- Soft Pillow/Down Pillow
- Non Alergic Pillow
3. Pillow Cases
4. Sheets
- Twin Size Bed Sheets
- Queen Size Bed Sheets
- King Size Bed Sheets
5. Duvet/Blanket

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 6. Bed Spread/Bed Cover/Bed Runner
7. Mattres Pad/Bed Pad
8. Mattres 9. Bed Skirts/Bed Raffles
9. Night Table/Bed Side Table
10. Lights/Lamps
11. Lampshade
12. Light Cover
13. Desk And Chair
14. Coffe Table
15. Dresser And Dresser Stool
16. Television
17. Radio And Video
18. Refrigerator
19. Telephone
20. Minibar
21. Chest Drawer
22. Closets
23. Windows And Curtains
24. Hair Dryer
25. Electric Plug AC/DC

Bathroom Standard Set Up and Feature

1. Mirror
2. Wash Basin/Wastafel
3. Toilet Bowl
4. Shower
5. Bathtub
6. Shower Curtain
7. Bathtub Curtain
8. Medicine Cabinet
9. Hair Dryer
10. Faucet
11. Toilet Flusher
12. Drain
13. Toilet Paper Holder
14. Facial Tissue Box
15. Soap Dish/Holder
16. Air Exhaust
17. Waste Basket

Linen Supply
1. Bed Sheet
2. Pillow Case
3. Duvet Cover

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 Bathroom Linens (Terry)
1. Bath Towel
2. Hand Towel
3. Face Towel/Wash Clothes
4. Bathmat

A towel is a piece of absorbent fabric or paper used for drying or wiping. It draws moisture
through direct contact, often using a blotting or a rubbing motion. Common towels are made
from cotton, rayon, nonwoven fibers or a few other materials.
Type of towels in the bathroom:
1. A bath towel is used for drying the body after bathing, showering or swimming. It is
typically rectangular. A large bath towel is sometimes called a bath sheet.
2. A hand towel is significantly smaller than a bath towel, and is used for drying the hands
after washing them.
3. A face towel, flannel, wash cloth, washcloth, face-washer (Australian) or face cloth is a
small square about the width of a hand towel, and is used by wetting, applying soap to
the towel, and then using the towel to apply the soap to skin. This increases abrasion,
and can remove dead skin cells from the skin more effectively than just manual
application and rubbing of soap.
4. A bathmat is a small, rectangular towel which, in the absence of a rug, carpet or
bathroom mat, is placed on the bathroom floor to stand on after finishing a shower or
bath.

Bathroom Supply
1. Toilet Paper
2. Facial Tissue Box

Bathroom Amenities
Amenities :
Any feature that provides comfort, convenience, or pleasure.
1. Bath Soap
2. Bath Gel
3. Shampoo and Conditioner
4. Body Lotion
5. Shower Cap
6. Cotton Bud/Ear Swab
7. Shaver
8. Comb
9. Sewing Kit
10. Sanitary Bag

Stationery
1. Writing Paper
2. Envelopes

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 3. Post Card
4. Pen
5. Pencil

MAKE UP THE ROOM

DAY TIME SERVICE

1. Knock at the door firmly and say or announce your self, if there is no answer, knock again, do
it three times.
2. Open the door, and keep the door open while you working in the cabin, but stay alert.
3. Switch on all light to make sure that all the lights and switches are working well, and to have
more light during working.
4. Knock the bathroom door when it is closed, to make sure that no body is inside the
bathroom.
Sometimes, guest can not hear well when they are under the shower.
5. Open the window or porthole curtain, be carefull with the items around the window or
porthole. Sometimes guests put glasses or ashtrays around it.
6. If there is dirty tray of room service, take it to the pantry, never put the breakfast tray on the
corridor. The corridor must be clear all of times.
7. Clean the ashtray and waste basket in the cabin and the bathroom. While cleaning the
bathroom, check also the amenities, toilet paper, facial tissue, soaps,shampoos, bath gel,
they might be need to be replaced.
8. Make up the bed, do it fast and neat.(See Bed Making Instruction.)
9. Arrange all items on the desk, dresser, coffee table, and on the floor.
10. With cleaning cloth and multi purpose cleaner, clean the coffe table, dresser, and
window/porthole.
11. Dust the entire cabin top to bottom.
12. Clean the bathroom.(See Bathroom Instruction.)
13. With all dirty towels, dirty glasses, and ice bucket,go to your station, and get the clean
towels, glasses and fill the ice bucket with ice.
Remember : always close the cabin door when you are leaving the cabin even if it is
only for few minutes.
14. Check the fruits, plate, knives and napkin. They may need to be changed.
15. Check the flowers (if there is any), cut the dead leaves and water the flower to keep them
fresh.
16. Vaccum clean the entire cabins, underneath the beds, table, desk, dresser, chair, edges,
corners, and behind cabin door.
17. Have a last look to make sure that every thing is in a good order, and up to company’s
standart.
18. Switch off all the light, radio and the television.
19. Lock the door and move to the next cabin.

EVENING TIME SERVICE

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The step of working during evening service are almost the same with day time service except for
some difference steps : step 5, 8,19.
1. Knock at the cabin door firmly not yielding knocking the door and say or announce your self,
if there is no answer, knock again, do it three times.
2. Open the door, and keep the door open while you are working in the cabin, but stay alert.
3. Switch on all the lights to make sure that all the lights and switches are working well, and to
have more lights during working.
4. Knock the bathroom door when it is closed, to make sure that no body inside the bathroom.
Sometimes, guest can not hear well when they are under the shower.
5. Close porthole curtain or window curtain.
6. If there is dirty tray of room service, take it to the pantry right away, never put the breakfast
tray on the corridor. It must be clear all the time.
7. Clean the ashtray and waste baskets in the cabin and bathroom. While cleaning the
bathroom, check also the amenities, toilet paper, facial tissue, soaps, shampoos, bath gel,
they might be need to be replaced.
8. Open/turn down the beds.
9. Arrange all the items on the desk, dresser, coffe table, and the floor.
10. With the cleaning cloth and multi purpose cleaner, clean the coffee table, dresser, and
window/porthole.
11. Dust the entire cabin from top to bottom.
12. Clean the bathroom (See Bathroom Instruction.)
13. With all dirty towels, dirty glasses, and ice bucket, go to your station and get the clean
towels, glasses and fill the ice bucket with ice.
Remember : always close the cabin door when you are leaving the cabin even if it is
only for few minutes.
14. Check the fruits, plates, knives and napkins. They may need to be changed.
15. Check the flowers (if there is any), cut the dead leaves and water the flower to keep them
fresh.
16. Vacuum clean the entire cabin, underneath the beds, table, desk, dresser, chair, edges,
corner, and behind cabin door.
17. Have a last look to make sure that everything is in a good order, and up to company’s
standard.
18. Swicth off all the light except the entrance lights and the bed lights.
19. Lock the door and move to the next cabin.
A LAST LOOK
1. Air condition control is in the right temperature.
2. All picture are straight and the furniture are in proper position.
3. All cabin supplies up to company ‘s standart.
4. No cleaning tools and cleaning material materials left behind.
5. All lights, radio, and television are switched off.

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 STEPS OF GUESTROOM CLEANING

1. Prepare the room for cleaning

2. Remove trash and linen and spray the bathroom (bathroom prepping)
3. Make the bed
4. Dust and damp wipe
5. Clean the bathroom
6. Vacuum or mop the floor
7. Inspect your work
8. Indicate the Room Status

EFFICIENT STEPS CLEANING A STATEROOM

1. Enter stateroom (knock first at least 3 times)
2. Removed soiled linen and trash
3. Strip all beds
4. Prepping bathroom
5. Clean linen distribution
6. Making bed
7. Cleaning bathroom
8. Room cleaning
9. Provide stateroom supplies
10. Note maintenance concern / report

BED MAKING
Bed-making
is the act of arranging the bedsheets and other bedding on a bed, to prepare for impression and
use.
Sheet
Is a rectangular piece of cloth or linen cotton used to cover a mattress.
Blankets
Are large pieces of fabric made to cover an occupant of a bed for the purpose of warmth.
They are made of wool and/or synthetic materials.
Duvets
Are bedding components which are filled with natural contents (down, feathers, or wool) or
synthetic contents (ie. polyester fibers) to create a warm bed covering that takes the place
of quilts and blankets
Bed Runners
Are fabric coverings which are placed along the foot of the beds, not only for decoration, but
also to prevent soiling or damaging of bed linen.
Example: someone is lying on the bed with their shoes, and this could stain the linen.
Bed Spread
Are fabric covering design to cover the bed for the purpose of decor and room impression.

BED MAKING with DUVET (with 2 sheets)

1. Spread the bottom sheet. Notice that the sheet have to right in the middle of the bed
(centered). Tuck in the sheet under the bed, and miter all the corner.

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2. Spread the second sheet, with the seam facing upward, with the sheet tip right in the
headside of the bed, and should the middle of the bed (centered).
3. Spread the duvet, on the second sheet, and notice that the duvet tip of the headside have to
placed lower than the second sheet, about 20 cm from the headside of the bed.
4. Fold the headside of the second sheet, to covering the top part of the duvet and tuck in
under the bed.
5. Then miter corner and tuck in the rest of the duvet and the second sheet, together under
the bed.
6. Placed the pillow, in the headside of the bed.
7. Last, put the bed runner or bed spread on the bed.

BED MAKING with DUVET (with 1 sheets)

1. Spread the bottom sheet. Notice that the sheet have to right in the middle of the bed
(centered). Tuck in the sheet under the bed, and miter all the corner.
2. Spread the duvet, and notice that the duvet tip of the headside in line with the edge of the
bed.
3. Make neat fold of top part of the duvet, about 20 cm.
4. Placed the pillow, in the headside of the bed.
5. Last, put the bed runner or bed spread on the bed.

BED MAKING with BLANKET (with 3 sheets)

1. Spread the bottom sheet. Notice that the sheet have to right in the middle of the bed
(centered). Tuck in the sheet under the bed, and miter all the corner.
2. Spread the second sheet, with the seam facing upward, with the sheet tip right in the
headside of the bed, and should the middle of the bed (centered).
3. Spread the blanket, on the second sheet, and notice that the blanket tip of the headside
have to placed lower than the second sheet, about 20 cm from the headside of the bed.
4. Then spread the top sheet, on the blanket with the sheet tip of the headside same position
with the blanket.
5. Fold the headside of the second sheet, to covering the top sheet and blanket and tuck in
under the bed.
6. Then miter corner and tuck in the rest of the top sheet, blanket, and the second sheet,
together under the bed.
7. Placed the pillow, in the headside of the bed.
8. Put the bed runner or bed spread over the bed.

Hospital Corner
The process of making a neat envelope fold of the sheets on the edges of the bed.
Step for Hospital Corner
1. Lay the sheet on the centre of the mattress.
2. Let the loose ends fall over the side.
3. Pick up the mattress.
4. Tuck in the lower end part of the sheet all across the foot of the bed.
5. Let the sheet fall over the side.

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 6. Pick up the sheet from the bottom corner.
7. Hold the corner high to form a triangle.
8. While holding the triangle with one hand use other hand to form a neat corner.
9. Rest the triangle on the top end of the bed.
10. With the triangle still resting on top of bed.
11. Using both hands tuck the hanging part of sheet near the corner under the mattress.
12. Pull the triangle back and drop over the side.
13. Tuck the sheet under the mattress.
14. Straighten out the lines.
15. The hospital corner is complete.

STEPS FOR BATHROOM CLEANING

REMEMBER
IT IS STRICKLY FORBIDDEN TO USE TOWELS AS CLEANING CLOTH
1. Remove all soiled linen, put them out side of bathroom door.
2. Soak the toilet bowl rim with bowl cleanser (let the chemical react in several minutes.)
3. Clean both inside and outside of wash basin. Pay attention to the underside of wash basin.
The metal part of wash basin should be dried with clean cloth to remove all water
spots/mark.
4. Clean toilet seat, cover, and hinges. Clean toilet base and behind toilet bowl. Close toilet
seat and wipe the water tank.
5. Clean and scrub the shower or bathtube. Check the batbtube stopper and rim, and also
check the drainage flow and shower head.
6. Clean and shine the mirror.
7. Clean and wash the wall.
8. Scrub the floor toward the bathroom door. Be sure all corners are clean. Mop the floors.
9. Replace the used towels and amenities if necessary.
10. Report any defects, such as leaking faucets and blocked drainage to your supervisor and
write it in your daily report.

  ROOM STATUS

Code Description Remarks

A guest is currently registered to the room
O Occupied Suatu kamar yang sedang ditempati oleh sesorang secara sah dan
teregister sebagai tamu hotel.
The room is occupied and had been cleaned
OC Occupied Clean Suatu kamar yang sedang ditempati oleh sesorang secara sah dan
teregister sebagai tamu hotel pada kamar yang bersih
The room is occupied and had not yet been cleaned
Suatu kamar yang sedang ditempati oleh sesorang secara sah dan
OD Occupied Dirty
teregister sebagai tamu hotel pada kamar yang kotor. Ini terjadi akibat
perubahan status dari OC ke OD setelah melewati satu malam stay.
The room is empty
V Vacant
Sebutan bagi kamar yang kosong

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 The room is empty and clean
VC Vacant Clean
Kamar yang kosong dengan keadaan bersih
The room is empty and dirty
Kamar yang kosong dengan keadaan kotor. kamar kotor dapat terjadi
VD Vacant Dirty
karena tamu yang sudah check out atau program cleaning dari
housekeeping
The room has been cleaned and inspected, and is ready for an
Vacant Clean arriving guest
VCI
Inspected Kamar kosong yang sudah dibersihkan dan diperiksa oleh floor
supervisor dan siap untuk menerima tamu (dijual)
Kamar yang terigester oleh seorang tamu, namun kamar tersebut free
Comp Compliment
of charge (gratis)
A rooms used by employees or staff.
HU House Use Kamar yang teregister atas nama seseorang dari manajemen atau
karyawan yang dipergunakan sebagai tempat tinggalnya.
The guest has requested not to be disturbed
DND Do not Disturb
Suatu tanda yang dibuat oleh tamu untuk tidak diganggu.
A guest is registered to the room, but the bed has not been used
Seorang tamu yang masih teregister, namun kamar tidak
SO Sleep Out
dipergunakan karena tamu tesebut harus meninggalkan hotel
beberapa hari.
The guest has left the hotel without making arrangements to settle his
Skip Skipper account
Tamu meninggalkan hotel sebelum melunasi semua kewajibannya
The room cannot be assigned to a guest for maintenance or extensive
cleaning
Kamar yang memerlukan perbaikan ringan, biasanya lama perbaikan
OS Out of Service
kurang dari satu hari, status ini dapat terjadi karena kerusakan atau
program cleaning dari housekeeping. Out of service tidak mengurangi
room availability.
The room cannot be assigned to a guest for maintenance or extensive
cleaning
Kamar yang memerlukan perbaikan yang serius, biasanya lama
OO Out of Order
perbaikan lebih dari satu hari. Status ini dapat terjadi karena
kerusakan di kamar atau progam cleaning dari housekeeping. Out of
order mengurangi room availability.
The room is expected to become vacant after the following day’s
DO Due Out /
check out time
Expected
Daftar kamar-kamar yang diharapkan untuk check-out hari ini sesuai
ED Departure
dengan tanggal departure
List of guest expected to arrive/check in.
EA Expected Arrival
Daftar nama-nama tamu yang diharapkan tiba hari ini
The guest has settled his account, returned the room keys, and left the
hotel
CO Check Out Tamu yang sudah meninggalkan hotel hari ini setelah melunasi semua
kewajibannya termasuk menyerahkan kunci yang dipakai ke front
office
LCO Late Check Out The guest has requested and is being allowed to check out later than
the hotel’s standard check out time

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 Permintaan tamu untuk meninggalkan hotel lebih lambat dari waktu
check out yang ditentukan.
Check in guest without luggage
Occupied no
ONL Seorang tamu yang masih teregister pada suatu kamar tanpa suatu
Luggage
barang apapun di dalamnya.
The door of the room is bolted from inside .
Permintaan tamu ke pihak hotel untuk melakukan double lock
DL Double Lock
sehingga tidak seorangpun dapat masuk ke kamar tersebut.

EMBARKATION DAY

The most hertic and busy day, especially for housekeeping personnel, is the Embarcation
Day. They have to start working early in the morning from 06.00 AM till 10.00 PM. Usually,
the Embarcation takes places two or three hours prior the departure time, and it could
happen in the morning, afternoon, and evening time.
Passenger ussually embark the ship from 11.30 to 16.oo in the afternoon. Dining Room
Steward take them from the gangway to their cabin. GPA personnel take their lugagge from
the marshaling are to the lobbies. Cabin Steward take their lugagge from the lobbies to their
cabin. Passengers who come late will be taken to their cabin by some GPA personnel and
Cabin Steward.
When the guest or passenger show up in the corridor near your section (they are usually
escorted by a dining room steward), you have to :
Greet and welcome them right away, and ask their cabin number.
Assist them with their luggage or hand bags, and show them to their cabin.
Introduce your self and explain your working hours, and how to get in touch with you.
Offer to conduct a stateroom tour informing all important things to know and to do.

DISEMBARKATION DAY
The day when the guest or passenger will leave the ship, they should put their luggage
outside their cabins the night before, and their luggage will be collected by housekeeping
personnel after midnight.
Do not forget to say good bye to your guest or passenger, wish them a safe journey home
and ask them to come back again.
As soon as the guest or passenger leave their cabin, please check thoroughly to make sure
that nothing is left behind.

LAUNDRY
On cruise ship, valet, laundry, and dry cleaning services are under the management of
housekeeping department.
Valet : Pressing service only
Laundry : Washing fabric using water and detergent
Dry Cleaning : Cleaning fabric using steam and chemicals
(solvent/ tango)

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There should be a standard set up for laundry bag and the laundry list in every cabin. The
guest or passenger will call front office or call the steward for valet, laundry or dry cleaning.
However, sometimes they just put them on the bed with the list attached.
The cabin steward or stewardess has to check the items in the bag and chek the list,
compare the items listed by the guest with the actual items inside the bags. If the items are
not correct or you find anything wrong with the items such as torn or damaged, do not send
to the laundry, hold them and talk to the guest. When everything is okay, send them to the
laundry. Hand over to the checker or marker.
Always replace the laundry bag and list as soon as are used.
Any problem such as damage due to technical reasons or mistreatments by the laundry
personnel should be reported to the supervisor, chief housekeeper and laundry supervisor.
The cabin steward has to inform the guest as soon as possible.
Return all wire hanger or any hanger which is not belong to the company to the laundry.

LAUNDRY AND DRY CLEANING

Guest or Passenger Laundry Service :
- Dry Cleaning
- Laundry
- Pressing
Food Beverage Linen Washing
- Table Cloth and Napkins
Housekeeping Linen Washing
- Sheets
- Bed Covers
- Pillows
- Towels
Crew or Employees Uniforms

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 LAUNDRY EQUIPMENT
Main Laundry
Is a commercial main laundry with large pieces of equipment handling thousand of pound of
linen each day. The main laundry handle of cleaning and processing of linen for guest
stateroom (sheet, pillow cases, towels, etc), from F&B restaurant linen (napkin and table
cloths), passenger/guest laundry and also from Engine dept, such as soiled coverall and
uniform.
Large washer:
Are machines intended for washing sheets, towels, and tablecloths and napkins.

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The machines are usually separated internally by three (3) compartments and have to be
loaded equally so they are balanced.
Large machines on cruiseships can wash up to 350LB+ during one load.
Small washer:
Are machines that are used for smaller loads including guest and crew laundry.
Dryers:
Are machines that are used to dry fabrics.
Industrial dryers have a cool down period as part of the cycle.
Dryers on the ships are used to dry towels and clothing/uniforms
Flatwork ironer:
Is a very large machine were sheets, pillow cases and table linen are pressed and dried.
They are fed into one side, pass through hot rollers, as they are pressed and dried.
They exit through the backside of the machine and go to the folder.
Folder:
Is an automated piece of machinery that handles the final process of production from
the flatwork ironer.
It is where linen is automatically folded by blasts of air, in preparation for distribution
and storage.
Dry-cleaning Unit:
Is the process of cleaning fabrics without using water.
Chemical solvents are used in this process.
The dry-cleaning machine is the most sophisticated and hazardous machine in your work
area and requires a well-trained individual to operate.
Pressers:
This is a machine that clothing is ironed on.
These machines operate with steam.
They come in different sizes and shapes to accommodate different types of garments.
Thermopatch:
This machine is designed to attach temporary labels on clothing.
It is important to do so to identify each garment received, so they can be assembled
afterwards.
Laundry Carts:
Carts are large buckets made of hardened fire resistant fiber, used to transport an hold
linen.
They have a minimum of four wheels and are intended for heavy-duty transport.
Linen Storage Room:
This is a location where all clean and finished items are stored.

Laundry Flow Chart

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Is the process of moving linen through the production step from the source to completion.

LAUNDRY ACTIVITIES
1. Collecting soiled linens

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 2. Transporting soiled linens to the laundry
3. Sorting
4. Washing
5. Extracting
6. Finishing
7. Folding
8. Storing
9. Transferring linens to deck areas

1. COLLECTING SOILED LINENS

Cabin stewards cleaning guestrooms should strip linens from beds and put them directly into
the soiled linens bags attached to the housekeeping cart. Items should never piled on the
floor where they can be walked on and soiled further or damaged. It prevent cabin steward
from using towel, sheet or napkin to blot spills or wipe dirt.
2. TRANSPORTING SOILED LINENS TO THE LAUNDRY
All soiled linens are either hand –carried or carted to the laundry, we should be careful not
to allow items to drag on the floor, further soiling them. Soiled linens carts should be free of
protrusion that can snag or tear items.
3. SORTING
Soiled linens should be sorted by the degree of soiling and by type of fabric. Cleaning rags
should always be separated and washed by themselves, never with the linens that guests
will use.
4. WASHING
After linens are sorted, we collect the linens and deliver them to the washers. We have to
make sure that washer is not over loaded.
5. EXTRACTING
Extracting removes excess moisture from laundered items through a high speed spin This
step is important because it reduces the weight of the laundry and makes it easier for
workers to lift the laundry and move it to dryers. Extracting also reduces drying time.
6. FINISHING
Finishing gives the linens a crisp, wrinkle-free appearance. Finishing may require only drying
or may include ironing.
7. DRYING
Drying times and temperatures vary considerably for different types of linens. Drying should
be followed by a cool down tumbling period to prevent the hot linens from being damaged
or wrinkled by rapid cooling and handling. After drying, linens should be removed
immediately for folding. If folding is delayed, wrinkles will set in.
8. IRONING
Sheets, pillowcases, tablecloths, and lightly damp napkins go directly to flatwork irons.
Uniforms are generally pressed in special ironing equipment.
9. TRANSFERRING LINENS TO USER AREAS
Linens are usually transferred to their areas via carts. Carts should be cleaned at least once
daily, and more often if necessary. Transferring linens before use and covering carts can help
prevent resoiling. We have to separate carts for soiled and clean linens to avoid accidental
soiling.

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 Housekeeping Cleaning Equipment and Tools.
Dry Vacuum Cleaner
Wet Vacuum Cleaner
Scrubbing Machine
Rotary Machine
Carpet Extraction Machine
Caddy
Bucket
Toilet Bowl Brush
Bottle Sprayer
Glass Wiper/Squezeer
Cleaning Cloth
Scrubbing Pad
Masker
Swivel Brush
Mopping Bucket
Hand Gloves
Mop
Duster
Broom
Dust Pan

Housekeeping Chemical
The most important cleaning materials in Housekeeping Department is chemical. Although in some
cases we are recommended to use only water or soap, but chemical plays the biggest role in our
cleaning jobs.
There are many types of chemical with different brand. Every hotel or cruise ships use different
brand of chemical although the types are the same. The most common brands are: 3M, Johnson,
Unitor, Astonish, Jangro, Ecolab, Etc...
The chemical will recognized from its container or the label on it. They usually come as a concentrate
and will be put on a dispenser before usages. However, many of them are ready to use and come in
different container/bottle
Below are some of them:
1. Bathroom Cleaner - For bathroom floors, walls, dividers, etc...
2. Glass Cleaner - For glass and mirror.                         
3. Deodorizer/Air Freshener – To remove bad odor and to freshen the room.                
4. Disinfectant – To clean all surface that frequently touched by guests.                         
5. Spot Remover  - To remove spots or stain on the carpet.                                    
6. Carpet Shampoo  - used only to shampoo carpet.
7. Multi Purpose – To clean almost all common surfaces.
8. Gum Remover – To remove gums out from floors or carpets.
9. Vomit Powder – To clean up vomits and take out the odor.
10. Rust Remover – To remove rusts out from metal surfaces.

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11. Metal Polish – To polish brass material.
12. Metal Preservative – To prevent metal material from rusts and make it shine.
13. Wooden Cleaner & Preservative – To clean the wooden surface furniture.
14. Floor Cleaner – To clean floors with mop.
15. Stripper – To strip the wax out from the floor (Linoleum/Vinyl).
16. Polisher Compound– To coat or polish the surface of the floor. 
17. Chlorine/Bleach – For sanitizing.
18. Toilet Bowl Cleanser – Biotal cleaner for toilet bowl only.

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