Skill Development Training

Hunar Se Rozgar
Trainers Package
Housekeeping (Utility worker)
Skill Component
Ministry of Tourism
In Collaboration with

The National Council for Hotel Management

A-34 Sector -62, Institutional Area, NOIDA – 201309 (UP)
UNIT 11

TOPIC ETIQUETTES AND BASIC CONVERSATION

DURATION 16 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to

 Identify the key factors for effective verbal communication

 Recognize the importance of effective communication.
 Recognize and understand the barriers to effective communication.
 Explain selected House Keeping Terms.
 Interact with the guests in a courteous manner.
 Use the telephone for basic conversation and complaint handling.

SESSION BREAK UP

1. Importance of communication
2. Methods of communication
3. Barriers of communication
4. How to interact with the guest
5. Understanding guest needs
6. Common House Keeping Terms
7. Use of telephone for basic conversation

BRIEF SESSION OUTLINE

1. Importance of communication

 Briefly explain that they would be working in a high customer contact area. Their
job would entail a lot of interaction with the guest, colleagues as well as with
people outside the hotel. Thus, making effective communication vital. This can be
highlighted by a few group exercises like guessing the task performed.

i. Take a few volunteers and take them out of the room

ii. Instruct them that they will come in one by one and without any
communication start helping the others in the task that they are performing
iii. The rest of the trainees become the audience
iv. When the first volunteer comes in he is told that he has to give the baby
elephant a bath
v. Similarly one by one each volunteer came in to help
vi. Later the task is disclosed by each which would explain the importance of
communication
2. Methods of communication

 Outline the methods one can use to communicate – Oral, written, non verbal ,
visual - giving examples of each
 Reinforce using different group exercises that communication involves more than
just speaking. It also involves listening, tone of voice and body language. This
unit could also use group exercises like Chinese whisper
i. For Chinese Whisper. Make the participants sit in a circle and whisper a
sentence to the first person.
ii. He in turn whispers it to the next and so the line goes on.
iii. The last person then gives the statement loudly.
iv. The sentence normally is quite different from the original sentence
 Explain how misunderstandings can occur even in the simplest of conversations.
Suggest ways to avoid misunderstandings and emphasize that the message you
send is clear, listen carefully and watch for non verbal clues. Use the following
group exercise for emphasis
i. Making a sandwich. Start making a sandwich on the instructions of the
participant group but do only as told. If they tell, you to pick a knife pick it
up from the wrong side and so on.

3. Barriers to communication

 Discuss the concept with the trainees

 Outline the four basic steps in the communication process and explain that
between each step, filters can act as barriers. Give examples of some typical
barriers.
 Briefly explain and discuss – Language, Perceptions and Emotions

 Revise the Five golden rules to effective communication

i. WHAT ? What do you really wish to communicate
ii. WHOM ? To whom do you wish to communicate
iii. WHY ? Why do you need to communicate
iv. HOW ? How can you best communicate
v. WHEN ? When is the best time to communicate

4. How to interact with the guest

 Introduce the concept of building a rapport with the guest. Ask trainees what they
thing this means to them
 Proceed to explain that communication and building rapport with the guest both
are important. Rapport is about creating a sense of warmth and mutual trust. This
would involve greeting customers when they see them, using their name and
exchanging pleasantries. Also warning them at this stage to avoid over familiarity.
 Make them role play in various day to day interactions they are likely to come
across for e.g. How to wish the guest upon meeting him etc
5. Use of non verbal communication

 Tell trainees the importance of body language and facial expressions.

 Tell a trainee to make different facial expressions and others guess the mood of
the person
 Give examples such as by leaning forwards, looking at the person you are
speaking to and smiling naturally.

6. Understanding guest needs

 Explain that the guest wants to be listened to and not just heard .Give examples of
guest contacts that have gone sour because what the guest is saying or trying to
say, is misunderstood.
 Discuss the same situations with a hint on how this situation could have been
avoided.

7. Common House Keeping Terms

 Introduce the trainees to the common terms used in House Keeping and give
definitions of the same for e.g. Sleep out, Check out, etc.

8. Use of telephone for basic conversation

 Use role play exercises to show the effective ways of

i. Answering calls – greet the caller; identify yourself and your position,
asking the caller how to be of assistance.
ii. Transferring calls
iii. Holding a call
iv. Taking messages and ending a conversation.
UNIT 12

TOPIC PERSONAL HYGIENE

DURATION 4 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to

 Identify the importance of personal hygiene in the workplace
 Explain the standards of personal hygiene required by personnel
 List the benefits of adopting good hygiene practices

SESSION BREAK UP
1. Importance of personal hygiene in work place
2. Daily personal hygiene routine
3. How to wash hands

BRIEF SESSION OUTLINE

1. Importance of personal hygiene in work place
 Discuss the importance of good personal hygiene
 Also emphasizing on the bad personal hygiene and a comparison of both
 Highlight that we all carry bacteria around with us. Give examples and
enumerate where we would harbor them on our bodies. These unseen bacteria are
always present , good personal hygiene is intended to prevent , as far as possible,
staff themselves and the work environment
 List out a daily personal hygiene routine
2. How to wash hands
 Explain that the main route for contamination is through our hands , thus it is
important that we follow the correct method of hand washing
 Demonstrate the correct method of washing hands. Highlight the use of hot
water, soap, contact period and drying hands well after washing.
 When must staff wash hands – Before starting work, after breaks , WC cleaning
 Briefly explain the use of sanitizers.
3. Parts of the human body harboring germs
 Hand - Show examples of clean and dirty fingernails. Explain the importance
of keeping nails short and clean. Women to be explained that nail paint should
be avoided during work hours. Also highlight bad habits to be avoided i.e. nail
biting, licking fingers etc
 Face – Describe how the nose and mouth harbor germs. Tell them to avoid bad
habits like digging the nose, touching the mouth, spitting and chewing. List out
the negative impression that guest would carry about long nose hair, bad breath,
person with a bad cold etc.
 Hair – Explain that hair, beard and moustaches should be kept clean short and
tidy. Hair should also be neatly worn or tied back.
 Uniforms - One can show an example of a person dressed in clean uniform and
the other in a dirty uniform to mark a difference. Highlight that every day
outdoor clothes and personal belongings should be kept out of the work areas.
 Explain the importance of wearing a uniform on duty. Also at this stage, explain
how the uniform needs to be stored.
 Footwear – Clean, polished and above all comfortable
4. Trainer to check the grooming of the trainee and brief out points to be kept in mind
while reporting for duty
UNIT 13

TOPIC DAILY ROUTINES FOLLOWED BY HOUSKEEPING ATTENDENTS

DURATION 9 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to

 Enlist in sequence the daily routines followed of a House keeping
Attendant/ Houseman and Public Area Attendant to the hotel
SESSION BREAK UP

1. Duties and daily routines - room attendant- Morning, evening and night shift
2. Duties and daily routines-House man- Morning, evening and night shift
3. Duties and daily routines-Public Area attendant- Morning, evening and night shift

BRIEF SESSION OUTLINE

1. Daily Routines - Room Attendant- Morning, evening and night shift

 Trainee should be explained, in detail the duties and various tasks
performed by a room attendant in a particular shift. The tasks should
include reporting, briefing, Key handling, formats to be filled during the
day, coordination, Sequence of work and handing over.
 At the same time, the trainee should be briefed about reporting
maintenances and follow up, handling lost and found and guest requests

2. Daily Routines – House man- Morning, evening and night shift

 Trainee should be explained, in detail the duties and various tasks
performed by a Houseman in a particular shift. The tasks should include
reporting, briefing, Key handling, formats to be filled during the day,
coordination, Sequence of work and handing over.
 At the same time, the trainee should be briefed about reporting
maintenances and follow up, handling lost and found and guest requests

3. Daily Routines -Public Area attendant- Morning, evening and night shift
 Trainee should be explained, in detail the duties and various tasks performed
by a Public Area attendant in a particular shift. The tasks should include
reporting, briefing, formats to be filled during the day, coordination, Sequence
of work and handing over. Special emphasis needs to be given to sequencing
of work and periodic scheduled cleaning.
 At the same time, the trainee should be briefed about reporting maintenances
and follow up, handling lost and found and handling guest complaints
UNIT 14

TOPIC FIRST AID AND SAFETY

DURATION 14 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to

 Give examples of how accidents are caused and prevented
 Explain the procedure for reporting accidents
 Give examples of security precautions
 Explain the procedure to be followed at his/ her level for handling
emergency situations i.e.
 Fire
 Bomb Threat/ Terrorist attacks
 Death in the hotel

SESSION BREAK UP

1. Common causes of accidents

2. Simple ways to prevent accidents
3. Reporting accidents
4. Security Precautions
5. Handling emergencies
 Fire
 Bomb Threat / Terrorist attack
 Death in the hotel
 Reporting sickness
6. What is first aid
7. First aid box and its contents
8. Basic treatments

BRIEF SESSION OUTLINE

1. Common causes of accidents and simple ways to prevent them

 Start by explaining that accidents do not happen, they are caused.
 Discuss the common causes
 Explain that prevention is better than cure.
 Explain that the effects of accidents are hurt, pain, medical expenses and loss of
earning.

2. Reporting accidents
 State the necessity to report an accident to a senior immediately.
3. Security Precautions
 Briefly outline what we mean by security.
 Also explain that while safety hazards are a threat so are Fire, Terrorist attacks
and Bomb Threats

4. Handling emergencies- Do role play

 Fire –
(i) Discuss if the trainee has ever witnessed a fire incident. And list out its
frightening effects.
(ii) Explain that if we remove any one of the three elements fire would die out
i.e.- air( oxygen), fuel (paper, refuse ,oil etc) and Heat ( electric spark,
lighted cigarette etc)
(iii)Explain the different types of fires and the respective fire extinguisher
required to extinguish them.
(iv) Demonstrate the procedure to use a fire extinguisher.
 Bomb Threat /Terrorist Attacks
(i) Briefly explain the impact and how the eventualities could be prevented if
the House keeping staff was vigilant.
(ii) Trainee should be briefed as to how he is expected to behave during such a
casualty
 Reporting sickness
(i) Explain that they need to inform the senior immediately if they come
across any guest who is seriously unwell. this becomes the responsibility
of house keeping staff since they are in contact with the guest.
 Death in a hotel
(i) Explain the role of a house keeping attendant in such a case

5. What is first aid

 It is the initial assistance / treatment given to casualty before the arrival of
medical aid

6. First aid box and its contents

 Demonstrate and explain the standard contents of a medium size first aid box.
 Also list out the areas in a hotel where a first aid box is kept

7. Basic treatments
 Briefly explain and where ever possible demonstrate the first aid for
(i) Wounds and bleeding
(ii) Burns and scalds
(iii) Choking
(iv) Shock
(v) Bites and stings
(vi) Fractures and muscle pulls
(vii) Foreign particles in eye, ear, nose and skin
UNIT 15

TOPIC TYPES OF ROOMS

DURATION 4 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to

 Identify different types of rooms & their key features

SESSION BREAK UP
1. Types of Rooms and their significance
2. Layout of Rooms

BRIEF SESSION OUTLINE

Trainer should explain different types of room with their layouts & special features: This can be
best done by taking them for a visit to a hotel

Single, Double, Twin, Hollywood Twin, Junior Suite, Luxury Suite, Presidential Suite,
Interconnecting Rooms, Duplex, Pent House, Cabana, Lanai, Hospitality room, Efficiency
rooms, Studio room
UNIT 16

TOPIC Cleaning Equipments

DURATION 28 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to

 Identify the equipments
 Assemble& use the cleaning equipments
 After the completion of the task store it in an appropriate manner

SESSION BREAK UP
o Type of cleaning equipments
o Use of each equipment
o Care & storage of Equipments

BRIEF SESSION OUTLINE

1. Trainee should be shown all types of cleaning Equipments & briefed about their use
2. The Trainee should be demonstrated the use of each equipment and then practice should
be given to Assemble, Use, and disassemble it.
3. At the same time, also explain the care & storage procedure for each of the equipments
 Manual:
Brooms & Brushes—Soft Broom, Wall Broom, Deck Scrubber, Carpet or Box sweeper
Mops & Cleaning Cloths: Dry Mop, Wet Mop, Polish Applicator Mop, Squeegees,
Duster, Mitts, Rag, Wet Cloth, Chamois Leather, Flannelette Cloth, Scrims, Dust Sheet,
Druggets, Hearth Cloth, Bucket Cloth.
Containers: Bucket, Twin Bucket system, Spray Bottles, Dust pan, Dustbin, Sani Bin,
Housemaid‘s Trolley, Janitor‘s Trolley, Caddy basket
Sundry Equipments: Ladder, Gloves, Racks
 Mechanical:
Vacuum Cleaner, Suction Cleaner, Scrubbing Machine, Floor maintenance machine, Hot
Water Extraction Machine, High pressure cleaners
UNIT 17

TOPIC SETTING UP THE MAIDS TROLLY

DURATION 06 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to

 Identify the various items that are placed on a maids trolley
 Set up the maids trolley
 Use the trolley correctly and safely

SESSION BREAK UP
1. Introduction to a maids trolley
2. Setting up a maids trolley
3. Identification of the different types of linen

BRIEF SESSION OUTLINE

1. Show the trainees a Maids Trolley. Explain the features – linen bag, garbage bag, shelves
and the contents. Also, explain the importance of arranging the trolley well.

2. Train them to identify the various types of linen used in a hotel. Discuss ways to identify
for e.g. weight, marking or tags etc. Explain that new linen should be handled as little as
possible
UNIT 18

TOPIC CLEANING OF DIFFERENT SURFACES

DURATION 40 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to

 Correctly & effectively clean different surfaces with out harming
them—
Metal: Chromium, Brass, Silver/EPNS & Stainless Steel
Glass,
Leather,
Plastic,
Ceramic,
Wood,
Carpets,
Upholstry and soft furnishings
Wall and wall finishes
Floor surface and Floor Finishes

SESSION BREAK UP
o Different Surfaces and use of correct cleaning methods for these surfaces
Metal: Chromium, Brass, Silver/EPNS & Stainless Steel
Glass,
Leather,
Plastic,
Ceramic,
Wood,
Carpets,
Upholstry and soft furnishings
Wall and wall finishes
Floor surface and Floor Finishes( marble, granite , tiles , mosaic )

BRIEF SESSION OUTLINE

1. Trainers needs to demonstrate & make the trainee practice the cleaning process
for different surfaces:
Metal: Chromium, Brass, Silver/EPNS & Stainless Steel
Glass,
Leather,
Plastic,
Ceramic,
Wood,
Carpets,
Upholstry and soft furnishings
Wall and wall finishes
Floor surface and Floor Finishes ( marble, granite , tiles , mosaic )
UNIT 19

TOPIC BED-MAKING PROCEDURE

DURATION 12 Hrs
OBJECTIVES On completion of this unit, the trainee should be able to
 Identify and pick up the right linen items required
for making a particular bed
 Understand and correctly make the bed in a guest
room.

SESSION BREAK UP
 Procedure of making a day bed
 Procedure for giving turn down service

BRIEF SESSION OUTLINE

1. Trainer should demonstrate and make the trainees practice the making a day bed
 Bed making to be done from the head side
 Strip the bed neatly. The Trainee should be explained the
importance of neatly folding the soiled items and not putting it on
the floor.
 Remove the bedspread & blanket in such a manner so that relaying
does not take much time
 Remove all sheets together; remove the pillow case- put them in
soiled linen bag
 Straighten the mattress protector
 Place the bottom sheet- tuck at the head & foot side, mitre the four
corners
 Place the top sheet- place wrong side up, leave the hem of the bed
sheet just at the edge of the mattress
 Place the blanket-place blanket at 5 inches below the top sheet
edge, ensure that blanket label is at foot side
 Place the crinkle sheet- place over blanket and inline with the top
sheet
 Fold back the top sheet & crinkle sheet over the blanket- get the
top fold around 5 inches
 Tuck the top fold, tuck sides, mitre the corners at the foot side
 Put pillow case
 Place the bedspread on the bed
2. Providing Turn down service to a day bed
 Trainer should demonstrate and make the trainees practice the
Turn down service to a day bed:
 Remove the bed cover and neatly fold it
 Keep the bed cover in the wardrobe
 Then give a neat turn down fold
 Fluff up the pillows
UNIT 20 CLEANING OF GUEST ROOM AND BATHROOM

DURATION 20 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to understand and
correctly perform the procedures related to cleaning of guest rooms and
bathrooms

SESSION BREAK UP
1. Cleaning of checkout/ departure room and bathroom
2. Cleaning of an occupied room and bathroom
3. Cleaning of a vacant room and bathroom
4. Giving evening service to a guest room and bathroom
BRIEF SESSION OUTLINE
The trainer should use the guided practice method to make the trainee perform the cleaning of
the following areas as per sequence
 A check out room
 Occupied room
 Vacant room
 Evening service

A. Check out Room

1. Proceed to the room -
 Check that the trolley is fully stocked
 Pull the trolley slowly without banging the doorframe or the walls
 While pulling the trolley along the corridor ensure there is enough passage for the guest
to pass
 Park the trolley outside the room to be cleaned, against the wall without touching it
 Bring vacuum cleaner and place it next to the trolley
2. Check HK report
 Before knocking on the door, check report to ensure the status of the room
3. Entering the guest room
 Knock the door thrice, Announce ‗Houskeeping‘ and wait for 10 sec in between of each
knock. If no response, open the door using floor master key.
 Hang cleaning in progress knob card and start
 Leave the door of the room open
Points to be kept in mind while entering a room
 Ring the bell only once and wait for the guest to respond
 Do not ring continuously as it shows impatience
4. Draw Curtain and adjust light- This allows natural light to come in room and helps in
conserving electricity.
 Leave the window open in case of foul smell
 If the window is left open switch off the A/C
5. Lost and Found- Make sure if there is any Lost and Found inform HK desk immediately
 6. Maintenance check- Check all the concerned areas and give maintenance job order
7. Clear the room of debris- clear dustbin, senibin, ashtrays, left over IRD trays, used
amenities, old newspaper, and other soils.
8. Clear the soiled linen from the bed (strip all the linen from the mattress) and bathroom.
Place dirty linen in the linen trolley take back the fresh linen to the room
9. Prepare the bathroom for cleaning- Clean the washbasin and fill with warm water,
apply cleaner on different surfaces (WC, Bathtub, Tiles, etc). Leave caddy basket in the
bathroom
10. Make bed as per procedure
11. Dusting
 Only color coded dusters should be used
 Take the dust cloth and fold it neatly, then spray all-purpose cleaner on it
 Start at the door and work your way clock or anti-clock wise
 Dust all furniture, drawers, clean mirrors (lint free duster to be used)
 Dusting to be done from top to bottom
 Dust even the edges, ridges, corners, hinges, etc.
 Check E- Safe (should not be locked- if locked inform HK desk)
 Disinfect the telephone mouth piece
 Spot upholstery and carpet (if required)
 Adjust the AC temp as per standard
12. Clean minibar
13. Bathroom cleaning- clean WC, bath tub (shower cubical), wipe and clean the shower
curtain, clean mirror, clean vanity counter, clean and polish all the metallic fixture and
accessories (light, glasses, picture frames etc.), mop floor, replenish supplies and
bathroom linen
14. Replenish all room supplies and minibar
15. Vacuum carpet
16. Check for stains and spray air freshener
17. Leave the room locked

B. Occupied Rooms
Note:
The Occupied rooms should be serviced by 14:00 hrs
Top priority needs to be given if there is a guest request
Procedure to clean:
1. Proceed to the room -
 Check that the trolley is fully stocked
 Pull the trolley slowly without banging the doorframe or the walls
 While pulling the trolley along the corridor ensure there is enough passage for the guest
to pass
 Park the trolley outside the room to be cleaned, against the wall without touching it
 Bring vacuum cleaner and place it next to the trolley
2. Check HK report
 Before knocking on the door, check report to ensure the status and in case of an occupied
room, name of the guest
3. Entering the guest room
 Knock the door thrice, Announce ‗Houskeeping‘ and wait for 10 sec in between of each
knock.
 If there is still no answer, knock and open the door slowly, announcing yourself again (if
guest is not in room hang ‗cleaning in progress‘ knob card and start cleaning)
 Should the guest answer the door, politely ask whether he would like to have his room
serviced. If the guest says yes, then proceed to clean the room.
 If the guest refuses then politely ask him, which is his preferred time to service the room.
Wait for the guest to reply. Thank the guest and withdraw
Points to be kept in mind while entering a room
 Ring the bell only once and wait for the guest to respond
 Do not ring continuously as it shows impatience
 When the guest opens the door, take a step back and wish him with a smile
 Do not crowd the door. Always maintain respectable distance with the guest
 Stand erect and put your hands behind your back when talking to the guest
4. Draw Curtain and adjust light- This allows natural light to come in room and helps in
conserving electricity
5. Maintenance Job Order- In case of any maintenance problem take permission of the
guest and call engineering person from the pantry phone. Make sure the problem is
described well so the person arrives well prepared and on time.
6. Clear the room of debris- clear dustbin, senibin, ashtrays, left over IRD trays, etc. Old
newspapers and papers used by the guest should not be thrown until guest permits
7. Clear the soiled linen from the bed (strip all the linen from the mattress) and bathroom.
Place dirty linen in the linen trolley take back the fresh linen to the room.
8. Make bed as per procedure
 In the occupied room the bed is made immediately so as to avoid any inconvenience to
the guest
 If the guest has placed the ―do not change bed sheets‖ card on the bed, then bed should be
made up using the same linen
9. Prepare bathroom for cleaning as above (ref C/O rooms); Guest amenity liner to be
used
10. Dusting
 Only color coded dusters should be used
 Take the dust cloth and fold it neatly, then spray all-purpose cleaner on it
 Start at the door and work your way clock or anti-clock wise
 Dust all furniture, drawers, clean mirrors (lint free duster to be used)
 Dusting to be done from top to bottom
 Dust even the edges, ridges, corners, hinges, etc
 Do not change the placement of the items kept in room
 Neatly arrange the guest items at the same place where guest has left them
 Fold cloths of the guest
 Neatly arrange the shoes in the room
11. Clean Minibar and Replenish
12. Clean Bathroom
13. Vacuum carpet/ Brush Carpet
14. Replenish the required amenities, do not throw the used amenities
15. Thank the guest and check for the satisfaction of the guest
C. Vacant Room
 Vacant rooms are serviced in the morning by 0730 hrs.
 Vacant rooms are already clean so the HK staff removes the evening service from the
room (turndown, draw curtain, puts back the bath mat, draw shower curtain)
 Light Dusting & flushing of WC
 Changing of newspaper
The HK personnel should also check for illegal occupation in the night.

D. Providing evening service in the guest rooms

 Enter the guest room
 Draw the heavy curtains
 Hang the guest clothes if lying around
 Take off the bed cover, fold neatly and place in the cupboard
 Give turn down fold (as per the occupancy)
 Place breakfast knob card on the turn down fold
 Remove soiled glasses and replenish water, if required.
 Clean ash tray and waste basket
 Replenish toiletries and other supplies
 Spread the bath mat on the floor
 Open the shower curtain
 Turn out all lights except the bedside lamp
 Lock the door properly before leaving the room
UNIT 21

TOPIC PUBLIC AREA CLEANING

DURATION 8 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to

 List out the front of the house and back of the house ares
 Schedule his cleaning process
 Clean the public area effectively

SESSION BREAK UP
1. Definition of public areas
2. Preparation and equipment required
3. Public Area Cleaning Procedures with critical points to be kept in mind
4. Routines/ work schedules to be followed in public area cleaning

BRIEF SESSION OUTLINE

1. Trainer should explain what areas form public areas and briefly explain the function of each

2. As the trainees have earlier been shown the equipments in detail and are also aware about the
usage of the same equipments the trainer now should allow them to choose the equipment
required and then guide them.

3. Introduce the trainee to various signage used for safety like wet floor and work in progress.

4. Use guided practice to help the trainee in learning how to clean the areas and also form a
cleaning schedule for the same. Following points need to be kept in mind while following the
procedures
 Types of equipments to be used
 Safety signs
 Public area accident prevention
 Conscious to guest inconvenience
 Reporting maintenance faults- Highlight the importance of
reporting maintenance faults
UNIT 22

TOPIC HANDLING NON ROUTINE CLEANING

DURATION 4 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to

 Identify the areas / items that are cleaned periodically or on a
special project basis
 List out the areas commonly left out during the daily cleaning
schedules
 Differentiate between weekly cleaning and special cleaning
 Carry out weekly / special cleaning to the required standards using
the correct sequence, procedure and equipment

SESSION BREAK UP
1. Frequency of cleaning
2. Areas commonly missed during daily cleaning
3. Weekly cleaning schedules
4. Special Cleaning

BRIEF SESSION OUTLINE

1. Frequency of cleaning – briefly explain the factors that affect the frequency of
cleaning

2. Give the trainees an area to clean and then point out the areas generally missed
during daily cleaning

3. Teach the trainee how weekly cleaning schedules should be made

4. Differentiate between weekly cleaning and special cleaning

UNIT 23

TOPIC HAND OVER OF A SHIFT

DURATION 4 Hrs

OBJECTIVES On completion of this unit, the trainee should be able to

 Prepare the trolley for the next shift
 Service pantry areas in a clean and hygienic manner
 Hand over the shift details in a systematic manner

SESSION BREAK UP
1. Procedure for winding up a shift
2. Pantry set up
3. Linen sorting, counting and exchange procedure

BRIEF SESSION OUTLINE

1. Explain the importance of finishing the work day or shift in a systematic and
hygienic manner

2. Revise the importance of cleaning and storing the cleaning equipment in an

appropriate manner

3. Stress on the need to set up the maids trolley for the next shift and how it should be
done

4. Emphasize on
 DND reporting
 Garbage disposal method
 Linen counting , sorting and exchange procedure.
 Pantry cleaning and set up
 Key depositing

5. Explain the filling in of relevant lists before leaving