Identifying housekeeping requirements and resources :-

• Check assigned area as per duty roster for different types of things to be cleaned.
• Check the occupancy rate for the areas assigned.
• Inspect the area for cleaning.
• Identify the types of surfaces to be cleaned.
• Assess requirement for housekeeping equipment and consumables.
• Ensure that data and information received is complete and correct.
• Identify workplace procedures for housekeeping.
• Choose the equipment and materials taken into account.
• Prepare work area using PPE .

Preparing for housekeeping activities :-

• Obtain the PPE required.
• Obtain the appropriate equipment and materials and consumables as per organization’s standards.
• Wear the personal protective equipment required for the cleaning method.
• Follow the instructions and procedures for entering and leaving the workplace.
• Plan the sequence for cleaning the area to avoid re-soiling.
• Ensure that all surfaces to be cleaned are accessible.
• Ensure that there is adequate ventilation.
• Identify and follow specific requirements for housekeeping activities.
• Follow the manufacturer’s instructions for using any tools and equipment.
• Ensure levels of personal hygiene.
• Follow the correct procedures to deal with any lost property or unattended items.
• Prepare work area and equipment so that the job can be done efficiently.
• Complete preparation for housekeeping activities following SOP’s and ensure removal of Waste.
• Complete checklists and records for preparation of housekeeping duties.

Cleaning Floors:-

• Choose equipment and cleaning agents that are right for the floor.
• Choose a method of removing the dust and debris .
• Clear any large items of debris by hand, safely .
• Mix and apply the cleaning solution .
• Carry out the cleaning as per SOP of the company .
• Remove the ground-in soil without damaging the surface .
• Remove the loose dust and debris .
• Choose a method of clearing up the spillage .
• Empty all the waste from the bins .
• Put the garbage or debris in the correct container .
• Report any stains that cannot be removed to the supervisor .

Cleaning washrooms and bathrooms :-

• Follow any special procedures for entering washroom and bathroom .
• Make sure there is enough ventilation .
• Follow any relevant codes of practice for safety measures .
• Choose equipment’s and cleaning agents that are suitable for the surface .
• Mix and apply cleaning agents .
• Clean washrooms and bathrooms including tubs .
• Clean basins and taps so that they are free of dirt .
• Check that washrooms are free flushing and draining .
• Clean the appliances, surfaces, fixtures and fittings .
• Clean the surrounding floors, walls, mirrors and other surfaces .
• Make sure waste bins are empty, clean and ready for use .
• Identify waste and get it ready for dispatch .
• Make sure that plug holes, waste outlets and overflows are free from blockages.
• Report any faults and problems to the appropriate person .

Replenishing supplies in washrooms and bathrooms and completing cleaning duties:-

• Check the holders contain the correct amount of consumables .
• Check supplies and accessories .
• Make sure that customer supplies and accessories are clean and free from damage .
• Replenish, replace and refill supplies as .
• per SOP .
• Make sure that the area has the right amount of supplies and consumables .
• Report any stock shortages to the appropriate member of staff .
• Ensure cleaning equipment is clean and in working order .
• Put everything back in the right place when work is finished .
• Remove or replace personal protective equipment .
• Ensure floor cleaning duties are conducted following SOP .
• Notify maintenance requirements of any damaged items .
• Complete and ensure checklists and records .
• Check work areas to ensure required workplace standards are met .

Cleaning vertical spaces, fittings, internal glass spaces:-

• Loosen dirt that is stuck on to the glass surface without causing damage .
• Remove loose dust and debris first .
• Clean walls so they are free from dust, cobwebs, dirt, grease spots and stains .
• Choose a cleaning agent and equipment that are right for the surface .
• Apply cleaning agents to fixtures and lights and ensure they are clean and workable .
• Check that heating, lighting and ventilation systems are set correctly .
• Rub off the dirt thoroughly from the glass surface and remove it without damaging the surface .
• Put everything back in the right place when one has finished the work .
• Collect and segregate waste .

Reporting :-

• Conduct assigned cleaning duties following workplace procedures and ensure removal of waste.
• Notify maintenance requirements any damaged items to appropriate personnel .
• Complete checklists and records for housekeeping duties .
• Report any lost and found property to the authorized person .
• Check work areas to ensure required workplace standards are met .

Keeping areas neat, tidy and in good order:-

• Dispose off waste correctly .
• Report maintenance jobs .
• Keep displays clean .
• Inspect areas in accordance to company safety and security policies .
• Report unclaimed items .

Maintain upkeep:-

• Choose appropriate cleaning equipment and materials .
• Use hazard warning signs and PPE .
• Clean surfaces .
• Store cleaning equipment correctly .
• Notify maintenance requirements of damaged items.

Waste disposal:-

• Use PPE as per waste involved.
• Remove and collect waste as per regulations.
• Sort and segregate waste as per type.
• Reduce the volume by breaking down, compressing, shredding etc.
• Pack and store in appropriate and clean waste containers.
• Change waste bags regularly.
• Keep waste areas clean and tidy.
• Ensure waste containers are taken to collection point.
• Complete records to maintain waste audit trail.
• Identify and report problems related to collection, storage or disposal of waste.
• Follow legal and regulatory requirement related to waste disposal.

Checklists and registers:-

• Fill up checklists for assigned work areas to record status of work as per the procedur.
• Fill up checklists for equipment, machines provided and serviceability .
• Fill up requisition for requirement of housekeeping supplies .
• Fill up register to record attendance .
• Fill up description of work carried out during the shift .
• Record unfinished task in the logbook .
• Record deviations and lost and found belongings .
• Report any incidents and accidents that take place .
• Ensure that the report draws valid conclusions .
• Adopt the most suitable mode of presentation .

Escalation matrix:-

• Record unresolved issues and escalations in the logbook .
• Record job related problems to the supervisor and monitor them.
• Refer the problem to an internal specialist if not resolved.

Reporting and documentation:-

• Prepare regular reports and documents as required by organization’s procedures .
• Prepare special reports from time to time .
• Ensure that the report includes all necessary information and is accurate, clear and concise .
• Present the report to the relevant people within agreed timescales .
• Use appropriate templates and formats .

Interacting with superiors and colleagues :-

• Receive job order and instructions from reporting superior.
• Escalate unresolved problems or complaints to relevant superior.
• Understand work output requirements, targets, performance indicators and incentives.
• Deliver quality work and report anticipated delays with reason .
• Communicate maintenance and repair schedule to superior .
• Receive feedback on work standards .
• Document the completed work .
• Show trust, support and respect to all colleagues and assist them with information and knowledge.
• Try to achieve smooth overflow.
• Identify the potential and existing conflicts with colleagues and resolve them .
• Seek assistance from colleagues when required .
• Pass on essential information to colleagues in a timely manner .
• Behave responsibly and use polite language with colleagues .
• Interact with colleagues from different functions to understand their nature of work .
• To understand teamwork, multitasking-operation, co-ordination and collaboration .
• Lookout for any errors and help colleagues to rectify them .

Communicating with Customers :-

• Identify customer needs by asking questions .
• Have good knowledge on product and services and brief the customer clearly on them in a polite and professional manner .
• Build friendly but impersonal relationship with the customers .
• Use appropriate language and tone and listen actively .
• Show sensitivity to gender/ cultural and social differences .
• Understand customer expectations and provide appropriate product/services .
• Understand customer dissatisfaction and address their complaints Maintain proper body language and dress code .
• Communicate clearly and effectively with the guest .
• Inform the customers on any issues and developments involving them .
• Respond back to the customer immediately .
• Upselling/promoting suitable products and services .
• Seek feedback from customers .
• Explain terms and conditions clearly .

Etiquettes :-

• Greet, welcome and address the customer appropriately .
• Maintain pitch and tone of voice whiles peaking to customers .
• Maintain high standards of practice and transparency in pricing .
• Answer the telephone .
• Communicate appropriately with the customer .
• Dress professionally .
• Maintain personal integrity and ethical behaviour .
• Maintain personal grooming and positive body language .
• Demonstrate responsible and disciplined behaviour .
• Escalate grievances to appropriate authority .

Achieving customer satisfaction by being professional :-

• Use appropriate titles and terms of respect .
• Handle customer grievances professionally .
• Offer friendly, courteous and hospitable service to the customers .
• Provide assistance with sincere attitude .
• Achieve 100% customer satisfaction .
• Understand customer loyalty and brand value .

Services and facilities specific to age / gender /special needs :-

• Ensure that the customer feels safe .
• Understand procedures to be followed during terrorist attacks .
• Know the facilities and services specific to gender and age Co-ordinate with team to meet these needs .
• Educate customers about entertainment programs for children, basic safeguard procedures for senior citizens .
• Arrange for transport and equipment as required by senior citizens .
• Understand availability of medical facilities/doctor .

How to behave with women at workplace?

• Understand women rights and companies polices regarding them .
• Know special facilities available for women colleagues and customers .
• Inform about methods to ensure safety and security of women .
• Provide comfortable and safe environment for female customers .
• Maintain compliant behaviour etiquette while dealing with women .
• Treat women equally and avoid discrimination .
• Ensure safety and security of female colleagues and customers at all levels .

IPR and Copyright:-

• Make sure new initiatives of Hotel are not leaked out.
• Report IPR violations.
• Read copyright clause.
• Protect infringement upon customer’s interests.
• Know which aspect of customer information can be used.
• Report any infringement.

Cleanliness:-

• Keep the workplace clean .
• identify waste and ensure its disposal .
• Ensure waste bins are cleared everyday .
• Point out requirements for pest control .
• Ensure workplace has fresh air supply and sufficient lighting .
• Ensure maintenance check of air conditioners and other mechanical equipment in the department .
• Know safe and clean handling of linen, laundry and work area .
• Ensure adequate supply of cleaning consumables .

Hygiene:-Hand wash procedure

• Understand personal hygiene.
• Understand dental hygiene.
• Understand cross contamination and how to prevent it.
• Report on personal health issues.
• Ensure procedures such as covering the mouth and turning away from people while coughing and sneezing.
• Maintain availability of clean drinking water.
• Get appropriate vaccinations regularly.
• Undergo preventive health checkup and treat all illnesses promptly.

Work Hazards:-

• Understand various hazards in work areas and how to eliminate or minimize them .
• Analyse the causes of accident at workplace and suggest measures to prevent them .
• Take preventive measures and suggest methods to improve existing safety procedures.

Safety standards and Procedures

• Know correct emergency procedures .
• Know the locations of fire extinguishers, fire emergency etc .
• Stack items in an organized way to avoid accidents .
• Handle materials, tools, chemicals etc safely .
• Ensure safe techniques while moving furniture’s and fixtures .
• Understand guidelines to use electrical equipment .
• Ensure floors are not slippery .
• Practice ergonomic lifting, bending or moving equipment .
• Understand first aid .
• Know the use of personal protective equipment and safety gear .
• Knowledge of safety signs .
• Document first aid treatments and safety procedures .
• Report to supervisor if any hazard is identified adhere to safety standards .