Professional Documents
Culture Documents
Session Objectives
At the end of this session, you will be able to:
Introduction
The hotel business provides job opportunities and every establishment
has a constant need for a quality-oriented, efficient and effective workers.
The GRA should also be skilled to look after the proper use,
maintenance and storage of cleaning equipments.
The GRA should also attend to the needs and additional requests of the
guest. Moreover, handling guest complains and unusual incidents reporting
lost and found item is part of your responsibility.
LESSON 2
Session Objectives
At the end of this session, you will be able to:
Introduction
Daily activities of a Guest Room Attendant entails a lot of contact with
guest. A well groomed GRA offers a pleasant atmosphere for the
establishment. Good personal hygiene is equally important in creating positive
impression in a service-oriented establishment.
In this session, you will learn how to properly look as a Guest Room
Attendant learn the practices done for proper hygiene.
1. Uniform
Your uniform should be properly ironed and cleaned with no stains and
smell. You should wear well polished, non-slip, and closed-toe shoes. This will
help in building your self-confidence to present yourself well to the guest.
Remember that your grooming will exhibit a positive and professional image of
yourself and the establishment.
2.
3. Hair
Your hair must be neatly tied and completely covered with the hair net.
4.
Women GRA hair must be styled attractively, tied back into a pony tail
or bun. Hairnets must be work at all times.
5.
Male GRA should maintain short hair with no hair touching the collor of
the uniform
6.
7. Name Plate/IDs
A Name Plate/IDs should be worn at all times while the GRA is inside
the establishment. It should be displayed properly on the left chest for easy
reading of guests.
8.
9. Accessories
Jewelry should be worn to the bearest minimum, meaning only watches,
wedding ring and simple earings for female staff may be worn.
10.
11. Make-up(Female)/Perfume
Apply cosmetics like lipstick, blush and eye makeup neatly and
moderately. Use of heavey perfume is not allowed.
12.
13. Personal Hygiene
Personal hygiene is very important because the GRA is always in direct
contact with guests. The following should be strictly observed:
14.
- Take a daily bath/shower
15.
- Wash and shampoo your hair regularly
16.
- Wash your hands regularly
17.
- Keep hands clean and fingernails short
18.
- Use deodorants and mouthwash
LESSON 3
Session Objective
At the end of this session, you will be able to:
Introduction
GRA plays a vital role in the maintenance and upkeep of guestrooms.
You must have adept skills to affect human experience by creating powerful
impression on the cleanliness, orderliness, guest comfort, sanitation, safety
and security in every room in your establishment.
Responsibilities
It is time to learn your main responsibilities as a Guest Room Attendant.
1. Housekeeping Cart
The housekeeping cart is used for stocking cleaning supplies such as
room amenities, bath and bed linens, cleaning supplies, materials and
equipment. Stocking the cart properly helps you to finish your tasks faster and
easier. You need to prepare your housekeeping cart.
2.
3. Cleaning the room
When a guest chooses to stay in your hotel, they expect to enjoy a
comfortable, clean and a beautiful room. You play an essential role in
providing the comform they desert to ensure they are satisfied and happy.
4.
Your duties and responsibilities in guestroom maintenance involves
maintaining cleanliness and orderliness in the guestrooms. This includes
furnishing the guestroom with the necessary amenities and supplies such as
bed, linen, and appliances, as well as keeping the room free of safety hazards.
5.
6.
7. Bathroom cleaning
The bathroom needs to be cleaned thoroughly and perfectly because it
reflects the overall standard of quality and cleanliness of your hotel.
Remember, cleanliness of the bathroom is extremely important to guests.
8.
When cleaning the bathroom, the GRA should follow basic rules.
Module 2 Lesson 1
Session Objectives
At the end of this session, you will be able to:
Introduction
The Front desk provides detailed information about occupancy and condition of
guestrooms to the Housekeeping as to which rooms will require service on a given day. The
Executive Housekeeper or Supervisor uses this information to control work progress and plan
the room assignment for Guestroom Attendants.
The column will tell you the rooms you will clean, the status of the rooms, and supplies
that you will need.
The Guestroom Attendant uses the Room Assignment Sheet to schedule the workday
and to report the condition of each assigned room at the end of the shift. After thorough review
of the Room Assigment Sheet you will have a sense of where to start your day. You have to
keep in mind that in setting your priority in cleaning the room, you should always consider the
order that best helps the guests.
The order in which room to clean is determined by the status of the rooms listed on
each Room Attendant's assignment sheet. The Room Assignment Sheet generally uses
simple terms to indicate room status using codes. This is used to avoid double booking or
assigning out-of-order rooms to guests.
C/O - Check-out-rooms. The guest has settled his/her account, returned the room keys,
and left the hotel. One exception to this is the room where the guest is requesting for an
early makeup of the room.
The C/O rooms are usually cleaned first so the front office can resell the room as a guest
arrives.
VD - Vacant Dirty.
S/O - Stay Over. The guest is not scheduled to check out that day.
D/O - Due out. The room is expected to become vacant within the day.
When you receive your Room Assignment Sheet from your Supervisor, write down
important information such as: your name, floors where rooms are to be cleaned, work
schedule, comments about each room and room items needing repair.
LESSON 2
Session Objectives
At the end of this session, you will be able to:
Introduction
Guestrooms Attendants are skilled workers that require a special set of tools to do
their job. These tools come in various cleaning supplies, equipment, linen, amenities, and
other items that are necessary for preparing and cleaning guest room.
The Room Attendants cart is a useful ally of a GRA. A well-organized and well -
stocked cart is the key to efficiency. It helps you to save time and energy.It reduces waste of
time looking for cleaning items or making trips back to the linen room for more supplies.
When using your Room Attendants cart you should quickly carry out the following:
Clean the dust shelves and containers before placing the guestroom supplies inside the
trolley
Check for threads that might have twirled around the wheels. These threads will make it
hard for the cart to be pushed or pulled. It can also cause body strain and injury
Check the screws or sharp edges that could catch your clothing and can cause cuts
LESSON 3
Session Objectives
At the end of this session, you will be able to:
Read and examine the details on a Room Assignment sheet properly
Identify the items to be placed on the housekeeping cart
Know where to ask for the housekeeping cart supplies
Introduction
In this session, you will learn how to prepare the housekeeping cart for room cleaning.
1. With your Room Assignment Sheet, check the number of supplies you need to order
from the custodian.
2. Ask the custodian for the supplies needed. Make sure that there would be enough for
all the rooms that you will clean in your shift.
3. Arrange the supplies on the cart. The amenities go on the top shelf, towels on the
second shelf, and sheets or linens on the second shelf. The cleaning tools caddy should go
under the trash canvass.
Equipment
Vacuum cleaner
Cleaning tools caddy
Linens
Bath linens
Tools
Cleaning towels
Toilet tools (toilet bowl cleaner)
Dusting tools
Materials
Remember, early make up rooms are the highest priority followed by occupied room
requesting for service.
Session Objectives
At the end of this session, you will be able to:
Perform the procedures for room check
Know where and how to place the housekeeping cart during clean up
Introduction
In this session, you will learn how to properly enter the room.
Session Objectives
At the end of this session, you will be able to:
1. Search the room for items possibly left by the guest. Take these items to the vanity
table.
2. Get the ziplock bag clipped together with the Room Assignment Sheet.
3. Place the items inside the ziplock bag.
4. Fill up the lost and found form with the details of the lost and found items.
5. Place the lost and found form inside ziplock bag and seal it.
6. Place the ziplock bag back inside the drawer
Introduction
In this session, you will learn how to take out the trash.
1. Take out the trash bag and close the bag by tying the top.
2. Drop the trash bag inside the trash canvass.
3. Get a new trash bag and place it inside the trash can
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn how to check the linens for any stains or damages. You
will also learn how to handle items that might still be left by the guest.
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn how to properly pick up and keep dirty towels and linens.
Square Method:
1. Pick up the sheet near the foot of the bed.
2. With your other hand, pick up the edge of the sheet and cross it over to the other end.
3. Lift the sheet up and put together the two corners. Remember that the sheet should
fold away from you.
4. To fold into a smaller square, drape the sheet over your arm to easy fold in half.
6. Take the pillow case with dirty linens and drop it to the linen canvass.
MODULE 5 LESSON 1
TYPES OF LINES
Session Objectives
At the end of this session, you will be able to:
Types of linens
There are four sheets that go in the bed and these are:
1. Bed Pad
The bed pad is a soft, thin layer of padding that go directly on top of the mattress. This is
secured with a band attached on its four corners. This is used to protect the mattress as well
as give extra comfort to the guest.
2. Flat Sheet
A typical bed which usually has three sheets. The top sheet, second sheet and bottom sheet.
These are soft, thin sheets that the guest will directly come in contact with that is why it is
important that they are soft and well-cleaned.
3. Blanket
The blanket is a heavy type of sheet that go in between two flat sheets. This is to provide the
guest with additional comfort, as well as keep or maintain the correct body thermostat.
4. Bed Cover
Lastly, a bed cover is put on top of the bed. This is a heavy sheet used to protect the linens
and at the same time, makes the bed look more presentable.
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn the different postures used when making the bed
Correct Postures
Making the bed is a long task to do that is why it is essential for you to keep the proper
posture and prevent any body aches that may arise during the process.
When tucking the sheets in, it is important that you bend your knees and not your
back. This is to help strengthen the knees and at the same time, prevent you from having a slip
disc.
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn how to place a bed pad.
1. Get the new linens from the third shelf of the cart and place on top of a flat furniture.
2. Get the bed pad and place it at the center of the bed.
3. Spread the bed pad by unfolding one-by-one.
4. Secure the bed pad to the mattress by hooking the attached bands.
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn how to make up the bed.
Fishermans Throw
1. Make sure that the label of the sheet is at the foot of the bed
2. Unfold and slowly gather each side on each of your hands, as if you are gathering a
fishing net
3. Fluff the sheets from time to time
4. When all of it is gathered in your hands, stretch your arms with the sheets.
5. Throw the sheet onto the bed but be careful not to let go of the ends
6. Lastly, use the Swim and Pull method to flatten the sheet across the bed
1. Open your palm and slide it quickly across the bed to eliminate the air underneath
2. Pull the edges of the sheet to further eliminate the air
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn how to tuck and miter the sheets on the bed.
1. Spread the second sheet with the wrong side up. Make sure that the top edge of this
sheet is spread only until the edge of the bed.
2. Spread the blanket. The edge of the blanket should only be about 6 to 8 inches away
from the top edge of the bed.
3. Spread the top sheet. Fold 2 inches of the top sheet under the blanket.
4. Tuck the sheets in the upper part of the bed and miter the corners at the foot of the
bed. All three sheets are to be tucked together.
Remember to tuck sheets using half of your palm only. Do not slide your arm underneath
the mattress as this can be damaging to your skin.
5. Spread the bed cover. Make sure that the edge of the bed cover is 1 inch away from
the floor. Smooth out the bed cover until it reaches the point where the blanket starts. Here,
fold over the remaining bed cover.
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn to put the pillow back to their pillow cases, lay the pillow
case properly on the bed and finish making up the bed.
1. Fold out half of the pillow case by talking the middle part of the two sides from the
inside.
2. Divide the pillow to two by placing one palm in the middle and using the other hand to
fold one side of the pillow to the other.
3. Slide the folded pillow into the case.
4. Release and hold on the pillow, spread and fluff the pillow.
5. Align the pillows to the bed cover. Make sure that the opening of the pillow cases face
away from the door.
6. With one hand under the bed cover and the other on top of the pillow, quickly flip over
to the headboard to hide the pillows. Tuck the excess bed cover.
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn how to put the pillow back to their pillow cases, lay the
pillow case properly on the bed and finish making up the bed.
Session Objectives
At the end of this session, you will be able to:
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn how to replace the items in the Mini Bar.
1. Replenish the drinking water that is placed inside the water jug.
2. Replace the drinking glasses by placing them upside down on top of coasters.
3. Set-up the cup and saucer set on the table. Make sure that the handle of the cup is in
the 5 o clock position.
Session Objectives
At the end of this session, you will be able to:
2. Replace the slippers and laundry bag. Place these inside the closet cabinet. Also,
include a laundry list.
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn how to take out the dirty items from the bathroom.
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn how to completely clean the bathroom.
1. Check the drain for hair. If there is hair, take it out using the tweezers.
2. Flush the toilet once. Flush it three times when it is really dirty. Pour some toilet bowl
cleaner in it.
3. Wipe the fixtures with a cleaning cloth. The cleaning cloth should be sprayed with a
disinfectant. Make sure to wipe all objects that could possibly have been touched by the
guest.
4. Replace your dirty gloves for new ones. This is to prevent bacteria from spreading
further.
5. Brush the toilet bowl using the toilet bowl brush.
6. Get the air sanitizer and spray it around the bathroom.
7. With a rag sprayed with disinfectant, wipe the floor. Wait for it to dry.
8. Finally, remove your glove
Session Objectives
At the end of this session, you will be able to:
Introduction
In this session, you will learn how to completely clean the bathroom.
1. Replenish the bath amenities. The amount of amenities for each type of room varies
so make sure that you place only the correct amount. Bathroom amenities include:
1. Shampoo and conditioner
2. Shower cap
3. Soap
4. Toilet tissue
5. Facial tissue
6. Morning kit
7. Shaving kit
8. Sanitary bag among others
2. Check the overall condition and cleanliness of the bathroom.
3. Close the lights and leave.
Session Objective
At the end of this session, you will be able to:
Introduction
In this session, you will learn how to clear the room of your equipment, tools and
materials.
Session Objective
At the end of this session, you will be able to:
Perform furniture and fixture quality checks
Introduction
In this session, you will learn the last tasks to do before leaving the room.
Session Objective
At the end of this session, you will be able to:
Introduction
In this session, you will learn the things to do after cleaning the room.
Final task
Do not forget that you must record the time you finished cleaning the room in the
Time Out column of your Room Assignment Sheet.