Cleaning

Premises

 I Gede Darmawijaya, A.Mad. Par. S.Pd. M.Agb. CHE

 I Wayan Sunarsa, S.Pd, M.Par
 Hotel Management (STP Bali)
Pendidikan Bahasa Inggris (UNMAS)
Magister Manajemen Agribisnis (UNUD)
Magnum Butler Training Australia at Four Seasons
Body Massage & Anatomy Physiology, Dipl. CIBTAC

EB
ASEAN Master Trainer & Assessor
I Gede Darmawijaya, CHSE Auditor

S.Pd. M.Agb. CHE

- 1992-Now : Lecturer at Bali Tourism Polytechnic: Butler, HK Mgt, HRD & SPA
Management
- 1992 : Hotel Trainee, Fujiya Hotel Chain, Japan
- 1998-1999 : HK Staff, Star Cruise, Superstar Gemini

W
- 2005 (3m) : HK/Butler Consultant – Villa Tepi Sawah
- 2005 (8w):Tourism and Hospitality Management Course –Andra Pradesh–Hyderabad India
- 2008 – 2009 : Spa consultant at Ubud Sari Health Resort Ubud

E
- 2008 Spa Trainer: Waka diUma Ubud
- 2010 Spa Consultant: Waka diUma Ubud
- 2011 Spa Consultant: Puri Sunia Ubud
- 2014-2015: Deputy Director for Academic Affairs at Bali Tourism Institute
- 2017 Spa Consultant: Pramana Spa
- 2018-2019 QA consultant: Mediterranean Bali Hospitality College
2
- 2019-Now: The Head of General Administration Affairs at PPB
- 2020-Now: Organization Re-Engineering consultant: Medi Group Bali
- 2021-Now: Hospitality Mentoring and Certification Program: Medi Group
RESEARCH INTERESTS:

WELLNESS, HOSPITALITY MANAGEMENT AND VILLAGE TOURISM

A BIT MORE ABOUT YOU

 Name
 Occupation/Position
 Experience
 Expectation of This Training Program
 Ambition In The Near Future
Something
worthwhile is only
achieved through a
deep thought and
hard work
Globalization
Fierce competition
Uncertain business
Maintain quality
Retain guests
Survive and lead
 HOW YOU WILL LEARN ?
 Handout

 Exercise And Discussion

Methods of
inquiry &

Practice 
 Question From You
Discovery
Cleaning Premises
General course description:
Cleaning course presents descriptions of housekeeping’s roles, functions,
and organization. It focuses on how to carry out daily routine cleaning and
special cleaning project in front and back of the house areas .

Evaluation:
The students must complete 80% meetings in the classroom, passing all
kinds of evaluations; formative, mid term Exam, final exam, and home
assignment.

Learning Resources:
Kappa, M.M. at al. Managing Housekeeping Operation. AHMA. 1990
Martin R.J. at al. Professional Management of Housekeeping Operation, second
edition. USA. 1992
Paul V. at al. Housecraft Accommodation Operations. MacMillan. 1990
Learning Outcomes:
At the successful completion of this course, students
should be able to:
1. Understand Housekeeping’s roles, functions;
2. Understand Housekeeping’s organization;
3. Understand Housekeeping’s dos and don’ts;
4. Understand PA sections roles and functions;
5. Understand PA sections organization;
6. Understand principles of cleaning;
7. Understand kinds and functions of cleaning equipment and
supplies;
8. Carry out furniture cleaning;
9. Carry out Ceiling, Wall and window cleaning;
10. Carry out floor cleaning;
11. Carry out restroom cleaning;
12. Carry out special project cleaning;
Housekeeping Department is
A department which is responsible for providing a safe, clean, attractive and
comfortable front and back of the house areas of the hotel/cruise
ship/hospital effectively and efficiently for the satisfaction of internal and
external customers.

Front of the House areas: extensive guest contact areas such as

lobby, hall, corridor, guestroom, arcade, swimming pool, games rooms,
business centre, spa, dining room, and meeting room
Back of the House areas: rare or none guest contact areas such as
management offices, employee lockers, EDR, employee gym and so forth.
Effectively: Achieve the objectives (output)
Efficiently: Resources used based on standard (input)
Internal customer: all other hotel employees
External customer: guests, suppliers, inspectors, business partner, etc.
Satisfaction Expectation<=Perception
Housekeeping Department Roles
1. Produce the principle product of every hotel. Hotel’s principle product is
guestroom because
 it contributes more than a half of hotel revenue,
 it is used as a promotional tools,
 it is the place for sleeping need, the main reason why guest comes to the
hotel,
 it is the place where guests spend minimum 1/3 of their time

2. Maintain the physical assets of hotel. Public areas, guestrooms, offices and
their furnishing is very costly. By applying proper maintenance the assets
will last longer and remain attractive, safe and comfortable.

3. Maintain all moments of truth positively so that the guest would be

satisfied. Moment of truth is every interaction between guest and the
hotel; its physical assets, people, services, atmosphere, and goods sold.
Iceberg Phenomena of
Housekeeping
Guest room
& Toilet
cleaning

• Budgeting
• Human resources management
• Inventory Management
Real Value
• Quality Management
• Expenses control
• Contract management
• Motivation & productivity
Housekeeping Department Functions
1. Produce presentable and saleable guestrooms;
2. Maintain the cleanliness of public areas;
3. Provide laundry service;
4. Provide butler services;
5. Provide flower arrangement;
6. Provide baby sitting services;
7. Provide lost and found service;
Assignment 1

 Get data from hotel

– Hotel’s vision and mission
– Hotel’s core values/credos/philosophy
– What resources are managed by EHK?
– What are HK & LDR goals?
– HK & LDR's organizational chart
– HK personnel‘s job descriptions
– HK personnel‘s job specification
Housekeeping Department Organization
Organization refers to the structure of departments staff and division of
work so that everyone gets a fair assignment and all the work can be
finished on time.

The layer of organization may vary from one hotel to another. In general the
smaller the hotel the fewer the layer. For 400 room hotel, the organization
layer would be:
 General Manager
 Executive Assistant Manager (EAM)
 Division Manager
 Department Head
 Section head
 Supervisor
 Rank and File

There are usually some sections in housekeeping. These are room, public
area, linen, store, florist, and laundry section. The smaller the housekeeping
the fewer the section as two or more sections may be merged into one
section. This small hotel uses a multi skill approach in recruiting its
employees. On the other hand big hotel would be specializing their staff
since the work load is high.
Housekeeping Department Organizational Chart

An organization chart provides a clear picture of the line of authority and the
channel of communication within the department.

No one is regulating the use of the word “housekeeper” and other job titles in
housekeeping. They may call the head of housekeeping department an executive
housekeeper, housekeeping manager or director of housekeeping.

Housekeeping Department Organizational Chart for small hotel (20-50 room)

Head Housekeeper

Room Attendant Houseman Laundry Attendant

Housekeeping Department Organization Chart
for mid range service hotel (50-200 rooms)

Executive
Housekeeper

Assistant EHK

Room Houseman Laundry

Supervisor Supervisor Supervisor

Room Attendant Houseman Laundry Attendant

Housekeeping Department Organizational Chart
for a large-world class service hotel (201 rooms or more)

Executive
Housekeeper
Housekeeping
Manager (Room)

Room Houseman Florist Office

Supervisor Supervisor
Butler Coordinator Coordinator
Room Floral
Houseman Office Clerk
Attendant Designer
Housekeeping Department Organization
Job Description
Job Title : Executive Housekeeper
Immediate Supervisor : Resident Manager
Job Summary: Plan, organize, staff, direct, control and evaluate housekeeping operation.
Duties : Set housekeeping goal and objectives
Identify housekeeping areas of responsibilities
Set budget (HR, equipment and supplies, & maintenance)
Set Performance standard and SOP
Establish an organization structure, job description & spec.
Select, orient, train, and develop employees
Delegate tasks
Motivate and coordinate employees
Manage differences and changes
Establish reporting system
Control Expenses
Control quality
Maintain employees and guest satisfaction

Prerequisites : Education: Diploma II Housekeeping

Experience: minimum 2 years as and assistant EHK

Approved by: Date:

Housekeeping DO’S
 Be a lady/gentleman at all times;
 When meeting a guest, smile and greet according to the time of the day;
Good morning, Sir/Madam (If known, use the guest’s name)
 Be correct and polite and do not talk to much to the guest;
 Cooperate with all levels of staff from other departments. Be as courteous
and nice to them as you would be of guests;
 Keep on the left of the corridors and step aside to allow the guest to pass;
 Knock the guestroom door loudly and wait before entering (or ring the
bell);
 Be on duty early to report to the housekeeping office and attend the
briefing;
 Stand and walk straight and do not lean on walls and corners;
 Stay in the area designated to you. When you finished cleaning your area,
station yourself at your service station;
 Keep every square inch of your area spic and span.

Source: orientation kit of Star Cruise (Super Star Gemini)

Housekeeping DONT’S
 Do not smoke or chew gum while on duty;
 Do not show impatience. Do not wriggle arms and legs or drum
finger tips on desks;
 Do not read books or newspaper while on duty;
 Do not listen to radio or watch tv while on duty;
 Do not enter a guestroom without knocking or ringing the bell;
 Do not keep property not belonging to you personally;
 Do not take a day of absence from work unless absolutely
necessary, and inform your supervisor immediately;
 Do not loiter at guest areas;
 Do not make noise that will disturb the guests or your fellow
workers. This includes:
– Laughing loudly;
– Whistling and chatting with other staff;
– Running in stairs or corridors;
– Singing and;
– Rattling keys/coins.
Public Area Section Roles
1.Maintain the physical assets of hotel PA. By
applying proper maintenance the assets will
last longer and remain attractive, safe and
comfortable.
2.To create a healthy-germ free environment
3.Maintain all moments of truth positively so that
the guest would be satisfied. Moment of truth
is every interaction between guest and the
hotel; its physical assets, services,
atmosphere, and goods sold.
PA Section Functions

1. Carry out daily routine cleaning;

2. Carry out deep/spring cleaning;
3. Offer all possible assistance to guest;
4. Maintain cleaning equipment and locker
clean and in good working order;
5. Use cleaning supplies effectively and
efficiently.
PA Section Organizational Chart
PA section organizational chart provides a clear picture of the line of authority and
the channel of communication within the section. In 300 up to 500 guestroom
hotel, this section is headed by HK Manager (PA) as she supervises more or less 5
Houseman/PA supervisor.

PA Section Organizational Chart for small hotel (300-500 guestrooms)

Executive
Housekeeper
Housekeeping
Manager (Room)

Room Houseman Florist Office

Supervisor Supervisor
Butler Coordinator Coordinator
Room Floral
Houseman Office Clerk
Attendant Designer
 Job Description of PA Section Head,
Supervisor and rank and file are in the
appendixes
 PA Attendant (PAA) Rules/Regulations

A. General
1. Please speak softly in all guest areas. Do not call down the hallway.
2. Sleeping in the job is grounds for immediate dismissal.
3. Linen lockers and storage areas may not be used for rest areas.
4. Profane language is strictly forbidden.
5. Smoking is prohibited in guestrooms, hallways, storage rooms, exit
landing, foyers, etc. Smoking is only allowed in smoking areas.
6. Purses will remain in the dressing room locker.
7. Do not remove shoes at any time during working hours. Continued
abuse will result in disciplinary action.
8. Uniform will not be remove from the hotel building.
9. Identification badges will be worn at all times during working hours,
(face showing without any decoration.
10.Report for work well-groomed and neat in appearance at all times.
11.Park vehicles only in enclosed employees parking areas.
 PA Attendant Rules/Regulations

A. General (continue…)
13. It is not permitted to solicit funds, sell tickets or articles for
personal or other uses.
14. Friends or family members of PAA’s are not to visit employees at
any time during a shift. All personal calls and messages, of an
emergency only, should be made through the Housekeeping
Office.
15. Do not discuss or volunteer information to any individual relative
to accident, damage, hotel policy and other confidential things. All
inquiries of this nature shall be directed immediately to Executive
Housekeeper.
16. Guest complaints will be logged and the personnel involved will be
notified. Warning notice will be issued if it is established that the
employee was negligent in performing his/her duties or was
discourteous to a guest.
17. No items of any kind will be removed from the hotel except
personal items, and these must be identified by the EHK or his
assistant, and then removal only with a written pass, duly signed.
18. Personal use of hotel linen is prohibited.
19. Linen and cleaning supplies/equipment lockers and storage rooms
must be kept spic and span, closed and locked at all times.
 PA Attendant (PAA) Rules/Regulations

A. General (continue…)
20. Keep cleaning carts neat at all times.
21. Room and public area toilet are not be used as trash
receptacles.
22. All lost and found items found must be reported and turn
over to housekeeping office
23. All work accomplished during a shift must be thorough and
to the satisfaction of inspectors and guests.
24. Failure to follow a supervisor’s instructions constitute
insubordination, which is grounds for immediate dismissal.
25. Uniforms should be worn accordingly and good personal
presentation should be kept at all times.
 Guest Room Attendant (GRA) Rules/Regulations

B. Safety
1. No matter how slight an accident may seem, it must be reported to
supervisor.
2. Accident report will be sent to personnel department.
3. You may be requested to attend a safety class.
4. Never use an unlabelled spray bottle. Do not mix cleaning solution
for any reason.
5. Material Safety Data Sheet is HK office. You have a right to know
what it is you are using.
6. Use rubber glove when using cleaning solution.
7. When bending use your knees correctly.
8. Never use machinery with naked wire showing. Never yank
electrical cords from outlets.
9. Report all odors, smoke, flame immediately to #00
10. Know where all exits are on the guest floors.

BE CAREFUL – BE SAFE………SAFETY FIRST

Assignments 1 & 2
Deadline: 12 October 2009 Hard and soft copy

1. Housekeeping Department
 Definition
 The nature of Housekeeping
 Housekeeping organization
 Housekeeping job description
2. Cleaning Equipment & Supplies
 Name
 Specification
 Price
 Supplier’s name and address
 Photos
 Functions
 How to use
Principles of Cleaning

 What is clean?
– Physically, clean is free from dust and dirt
(soil) or unwanted substances;
– Psychologically, clean is fee from soil and
considered to be clean
 What is to clean?
– It is to make something free from these
unwanted substances.
Principles of Cleaning
 Types of soil? Soil is made up of dust and dirt.
– Dust is loose, dry particles from the air which settle
on surfaces;
– Dirt is a mixture of dust and liquid, moisture or
grease
 Soil may be brought into the building from outside, or it
may be produced within the building and spread from
one area to another
 Soil can be spread by ventilation systems and building
users. It can also be spread by creature like mice, rats,
cockroaches and other pets and improper cleaning
equipment and procedures.
Principles of Cleaning
 How soil can be removed?
1. By force; such as pressure air or water;
2. By mechanical pressure; scrubbing, squeezing, etc)
3. By friction; abrasive pads;
4. By Suction; dry or wet vacuum cleaner;
5. By Static electricity; using a static mop/duster;

 Factors determining the success of cleaning

1. Procedures;
2. Chemical actions;
3. Mechanical action;
4. Time;
5. Temperature.
Principles of Cleaning
 The reasons for cleaning
1. To make an area look attractive and inviting;
2. To create a healthy-germ free environment;
3. To increase the durability of an item;
4. To remove litter, rubbish and spills which could become a fire
or safety hazard

 Categories of Cleanliness Standard

1. Basic standard, physically and psychologically clean;
2. Clinical standard, meet basic standard and clinically clean;
3. Prestige standard, meet above standard and attractive.
Principles of Cleaning
 Frequency of cleaning
1. Several times daily, emptying ashtray, floor dusting & cleaning
public toilets;
2. Daily
3. Weekly
4. Monthly

 The frequency of cleaning, routine and periodic, depends

on three interrelated factors
1. The amount of soil that builds up;
2. The required standard of cleanliness;
3. The cost of cleaning
Cleaning Efficiently
Efficiency Checklist

1. Good Organization
 Be methodical
 Finish one task and then do the other one
2. Advance Planning
 Determine what to do, when to do, and how to do effectively and
efficiently
3. Effective Controlling Stock
 Make sure cleaning equipment and supplies are available
 Do not over stock/under stock
4. Time
 Plan the time consumed accordingly
 Overworking become tired, stop pay attention to detail & will not do
the proper job
5. Thoroughness
 Any job should be done thoroughly
 Check carefully the job procedure and result
Cleaning Efficiently
Efficiency Checklist
6. Saving Resources
 Check carefully that manufacture’s instruction followed
 Paying attention to the use of energy
7. Getting the best use of equipment
 Use and maintain all items accordingly
 This will prolong their life and reduce the risk of accidents
8. Working as part of a team
 If you fall behind, you can affect the work of colleagues
 Maintain a good team spirit and work hard to establish a good
relationship with the other team member
9. Looking after your health
 Maintain your physical strength and fitness
10. Working without causing unnecessary noise
 Noise is irritating
11. Keeping alert
 Be on your guard against possible danger from theft or
terrorism
 Report any suspicious happenings or safety hazard immediately
Cleaning Equipment
1. Broom and brush broom, hand brush, etc.
2. Linen  mop, rag, lobby duster, etc.
3. Container  bucket, spray bottle, etc.
4. Machine  vacuum cleaner, floor machine, etc.
5. Protective equipment  hand glove, masker, etc
6. Miscellaneous  safety sign, barricade, etc
 Buffing Machine (High
speed machine)
1. Handle
2. Switch On/off
3. Cable
4. Hand/foot operated handle
position device
5. Wheel
6. Motor
7. Water tank
8. Solution release valve (low
speed)
9. Bumper
10. Pad holder
 Vacuum Cleaner
1. Handle
2. Switch On/off
3. Cable
4. Container (wet)
5. Dust bag
6. Filter
7. Wheel
8. Motor
9. Bumper
10. Hose
11. Sucker (universal, corner,
brush sucker/nozzle
Housekeeping Chemicals
 Functions
 To clean
 To kill harmful germ
 To kill insect
 To beautify and protect surfaces

 What are the followings

 Detergent
 Disinfectant
 Sanitizer
 Antiseptics
Kinds of Cleaning Chemicals
1. All Purpose Cleaner (neutral, pH=7)
2. Single Purposes Cleaner
– Abrasive cleaner
– Degreaser
– Deodorizer
– Drain cleaner
– Furniture cleaner and polish
– Metal cleaner and polish
– Bathroom cleaner
– Carpet cleaner
– Hard floor care product
– Spot removing agent
– Pesticide
Care of Equipment
 Use it correctly (follow manufacture instruction)
 Store it properly (store in group, OO labeled, etc)
 Report any fault promptly (MO/MR)
 Is given time to clean and repair (schedule maintenance)

Safety Use of Housekeeping Chemicals

 Provide MSDS (material safety data sheet)
 Store in group
 Container must be correctly labeled
 Never ever mix chemical
 Never swallow or inhale chemicals
Safety Use of Housekeeping Chemicals
(continue…)

 Read container label & follow instruction

 Make sure the container is not leaking/damaged;
 Wear personal protective equipment;
 Ammonia should never be mixed with chlorine;
 Dilute concentrated chemical as prescribe on the
label;
 Do not use wax chemicals on ceramic surfaces
Guidelines of Using Equipment
 Use all equipment safely and effectively;
 No dot use OO machinery;
 Only well trained staff may use machinery;
 Wear protective equipment if it’s necessary;
 Never left equipment unattended, especially machinery;
 Never use machinery when standing on water and or
close to flammable liquid and chemical;
 Turn of immediately equipment that sparks, smokes or
flame;
 Check wire and connection of machinery as they may be
loose of exposed;
 Equipment should be unplugged carefully by grasping the
plug, not the wire;
 Use caution signs and do not block the way.
QUIZZES 1. What is clean, physically and psychologically? (2)
2. Mention reasons for cleaning! (4)
3. Mention factors that determine the success of cleaning! (5)
4. Mention three interrelated factors that effect the frequency of
cleaning! (3)
5. Mention categories of cleanliness standards! (3)
6. Mention 5 categories of cleaning equipment and give two examples!
(15)
7. Mention 5 samples of single purpose cleaning chemicals! (5)
8. Mention the cleaning equipment and chemicals needed for high and
low dusting! (4)
9. Mention the cleaning equipment and chemicals needed for glass
cleaning! (5)
10. Mention the cleaning equipment and chemicals needed for floor
brushing! (10)
11. Mention 10 cleaning equipment and chemicals needed for restroom
cleaning, 5 sanitary equipment and 5 bathroom amenities! (20)
Describing Cleaning
Techniques
1. Term definition
2. Cleaning objectives
3. The required cleanliness standard
4. Cleaning equipment needed
5. Housekeeping chemical needed
6. Working procedures
7. Cleaning and storage of equipment
Marble crystallization
1. Term definition: a natural floor surface covering that is
quarried from mountains around the world.

2. Cleaning objectives: doff/broken marble floor

3. The required cleanliness standard: glossy
rate >90%
4. Cleaning equipment needed
5. Housekeeping chemical needed
6. Working procedures
7. Cleaning and storage of equipment
Marble crystallization
No Procedures Equipment Chemicals
1 Floor dusting
2 Floor stripping
3 Squeezing, Vacuum
cleaning & Mopping

4 Marble crystallization
5 Squeezing, Vacuum
cleaning & Mopping

6 Buffing
7 Floor dusting

Cleaning and storage of equipment:

wash, dry, and store.
Common cleaning techniques
applied in the hotel industry
 High and low dusting  Marble crystallization
 Window cleaning  Floor Buffing
 Sweeping  Restroom cleaning
 Floor dusting  General cleaning
 Mopping  Spot removing
 Floor brushing
 Stripping and waxing
 Wall washing and spotting
 Furniture cleaning
 Metal cleaning and polishing
 Vacuum cleaning
 Carpet shampooing
The frequency of cleaning
It depends on 3 interrelated factors
1. The amount of soil that builds up

2. The required cleanliness standard

3. The cost of cleaning
How do you schedule cleaning?
 Routine
 Periodic
 Project
 General cleaning
Managing HK cost and
Expenses
 Management
 Cost might be an expenses or assests
Prepaid insurence covers 6 months cost US$ 6000.
The cost will be expiring each month and turn into
expenses.
 An expense is a cost that has expired or
was necessary in order to earn revenue.
Managing HK cost and
Expenses
 Determining par level/min or max inventory stock (buy
or rent)
 Compose purchase specification (efficiency and
effectiveness)
 Choose vendors (consider pre and post sale services)
 Receiving, storing & issuing
 Usage (no misuse, loss, damage, etc)
 Inventory (quality, quantity & cover all area)
 Evaluation (vendor performance, inventories’ efficiency
and effectiveness)
Quality Control
 Establishing Quality Standard
 Controlling Quality Standard
Close supervision  record in the log book
Use inspection check list  involving supervisor
and department head
Sanitation/general inspection  involving all
department head and general manager
Training Lesson
1. Identify public areas to be cleaned
2. Evaluate the cleanliness achieved (output)
3. Identify the input and process that affect the output
 Input  Personnel, Time, Equipment and supplies, Procedures, Rules
and Regulations, etc.
 Process  Procedures application, Supervision, etc.
4. Develop new procedures and suggest other input and
process that affect output
5. Apply new procedures
6. Evaluate the result
7. Choose the most effective and efficient procedures
8. Document the new procedures