Housekeeping Handbook by Alexandra

Housekeeping Handbook HANDBOOK FOR NEW EMPLOYEES

HOB HOTEL

HOB Hotel 2021

INDEX

HOB HOTEL

02 Handbook Aim

Greeting

Our mission

Our vision

Our core values

Relation with other departments

Professional profile of a Housekeeper

Dress code

Process of the lodging unit's cleaning

Procedure for dealing with forgotten objects

Standards and Safety rules in the Housekeeping procedures Department

Handbook Aim The aim of this handbook of procedures is to describe and detail the steps to follow in each of the tasks that are performed in the Housekeeping Department within the Hotel Hob. With this manual the Housekeeper will be able to remember what are the main functions to be performed in his/her job, the skills to be developed, as well as the steps to follow in the different procedures that are done during the lodging unit's cleaning. The manual will help the new employees of the department to understand how their daily work should be, the values of the company and the code of ethics and dress code that we follow in the Housekeeping Department. 2

GREETING The Housekeeping Department of Hob Hotel welcomes you and we hope that you will find your work in the accommodation establishment as pleasant as possible. Depending on the type of establishment, this department will vary both in number of staff and tasks. Our department consists mainly of women and, being a small establishment, the tasks carried out are easy to manage. For an optimal management of the flat department, it is necessary to take into account the following: Smile. Good coordination both within the department and with the rest of the departments of Hotel Hob, especially with Reception. 360º communication. Responsibility and individual involvement. Sharing and taking care of the materials depending on the department. Identify and know the documents used in the department. HOB Hotel 2021

Our mission

The mission of the Hotel Hob's Housekeeping Department is to provide a quality service that meets the needs and expectations of its customers, while creating quality employment for disabled people.

Our vision The vision of the Hotel Hob's Housekeeping Department aims to strengthen the leadership generated in terms of providing an adequate cleaning service with a harmonious and sustainable growth, enhancing human capital to contribute to the personal and professional development of the people who work in the company, generating individual commitments that enable collective achievement. 5

Our core values Commitment

SUCCESS IS THE SUM OF SMALL EFFORTS REPEATED DAY AFTER DAY. (R. Collier) HOB Hotel 2021

Solidarity

IF I HELP JUST ONE PERSON TO HAVE HOPE, I WILL NOT HAVE LIVED IN VANITY. (Martin Luther King) HOB Hotel 2021

Confidence

CONFIDENCE IN SELF IS THE FIRST SECRET OF SUCCESS. (Ralph Waldo Emerson) HOB Hotel 2021

Fairness

A PERSON ONLY HAS THE RIGHT TO LOOK DOWN ON ANOTHER PERSON WHEN HE HAS TO HELP HIM UP. (Gabriel García Márquez) HOB Hotel 2021

Professionalism

NEVER TAKE THE PATH YOU HAVE ALREADY TAKEN, FOR IT WILL LEAD YOU WHERE OTHERS HAVE ALREADY GONE. (Alexander Graham Bell) HOB Hotel 2021

Respect

TRUE GREATNESS IS EVERYONE FEEL GREAT.

MAKING

(Charles Dickens) HOB Hotel 2021

Responsibility

THE TRUE SEEKER GROWS AND LEARNS, AND DISCOVERS THAT HE IS ALWAYS RESPONSIBLE FOR WHAT HAPPENS. (Jorge Bucay) HOB Hotel 2021

Confidentiality

DISCRETION IS ONE VIRTUE WITHOUT WHICH THE OTHERS LEAVE OFF. (Francis Bacon) HOB Hotel 2021

Honesty

HONESTY IS THE FIRST CHAPTER IN THE BOOK OF WISDOM. (Thomas Jefferson) HOB Hotel 2021

Front Desk

Relation with other departments The relationship that this department should have with the rest of the hotel's departments is of utmost importance, as the correct development of the activities within the hotel depends on it.

Food & Beverage

HOUSEKEEPING

Purchasing & Admin.

Below are some of the relationships that this department must maintain: Maintainance HOB Hotel 2021

FRONT DESK

The Housekeeping Department of Hob Hotel is responsible for preparing the main product sold in the hotel: a safe, comfortable and hygienic accommodation unit.The Houskeeping Department will provide the Reception Department with information about the state of the rooms and about the objects left by the guests.

HOB Hotel 2021

MAINTENANCE All staff involved in the Housekeeping Department can be of great help to the Maintenance Department on two very important issues: Controlling unnecessary energy and water consumption. Early detection of faults which, if left unattended, could turn into major and costly damage. Both departments continuously change information on the following topics: Repair orders and breakdown orders. Blocking of rooms. Major works and refurbishment programmes. HOB Hotel 2021

PURCHASING AND ADMINISTRATION Listed below are the areas in which both the Housekeeping Department and the Purchasing and Administration Departments are involved and therefore need to maintain daily contact: Supplier selection. Quality tests. Selection of amenities and equipment. Purchasing requests. Supply requests. Annual requisitions for replenishment. Monthly inventories. Items without movement. HOB Hotel 2021

FOOD & BEVERAGE

The Housekeeping Department is in charge of cleaning both the rooms in which consumption by customers usually takes place as well as the rooms for events. The Housekeeping Department must also keep control of the laundering of table linen and the uniforms of the F&B Department staff.

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Professional profile of a Housekeeper

FUNCTIONS Preparation of the material necessary to carry out the tasks: collection of cleaning products, materials, tools, etc... Ventilating the room. Making the beds. Replenishing towels, bathrobes, amenities and stationery products. Cleaning the common areas and the hotel's noble areas. On the other hand, you will also have to make sure that there is no damage in the rooms or in the common and noble areas. Being attentive to customers in case of complaints or lost objects in their rooms or in common areas. Collecting and cleaning all the materials needed to carry out their work. Sending dirty linen to the laundry and filling in the necessary reports.

PROFESSIONAL AND PERSONAL SKILLS

In order to carry out all the duties of the position properly, the Hotel Hob's Housekeeping Department considers that the person recruited as a Housekeeper must have a series of fundamental aptitudes and competences, which are detailed below: Customer-oriented, with a desire to help and

discover their needs in order to satisfy them.

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Team player.

You must be very willing to collaborate with your colleagues, as normally the Housekeepers work together by floors or sections and must be willing to help each other so that the service is optimal.

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Be a decisive person

to resolve unforeseen situations or changes with the resources that are available, in some cases, limited.

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Concern for order and quality,

constantly ensuring that the state of the rooms is the best possible according to the quality standards set by the Department of Floors of Hob Hotel.

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Knowing how to work under pressure

In other departments there are times of higher and lower volume of work. In the case of the Flooring Department, the volume is always the same, being quite high. In the high season, the pressure is even greater, as there is more traffic of people and the arrival and departure schedules will mark the rhythm of the employees' work. HOB Hotel 2021

Achievement orientation,

caring about doing the job well and, if possible, exceeding the standard. This is the most important aptitude to be taken into account for the job of a Housekeeper, as their work directly affects the client and therefore has a decisive influence on their satisfaction. HOB Hotel 2021

BACKGROUND

In accordance with the quality standards set by Hob, it is desirable that a Waiter/ Waitress has training or knowledge in subjects related to Tourism and Hospitality, quality of service and customer care, cleaning of surfaces, health and safety at work, and languages.

All members of the Hotel Hob Housekeeping Department will wear, for the performance of their duties during the working day, the uniform previously provided by the Manager.

Dress code

In no case shall an employee be allowed to start his/her working day without first wearing the aforementioned uniform. For the proper performance of their duties, female members of the cleaning brigade of the Hotel's Housekeeping Department shall be required to have their hair tied back. The shoes to be worn by employees of this department shall have non-slip soles and shall be sufficiently comfortable to enable them to carry out their work in the most efficient manner, thus avoiding problems/injuries/accidents that may be caused by shoes that are not prepared for the aforementioned tasks. 28

Process of the lodging unit's cleaning For Hotel Hob, the Housekeepers are a key piece for the correct functioning of the whole hotel due to the tasks they carry out, since these tasks lead to the satisfaction of the client.Once they have received the instructions from the Housekeeping Department Manager, the Housekeepers must start their daily tasks. The main, and most important, task of their working day will be the set-up of the accommodation units, which must be carried out following a series of steps, as detailed below: 29

1. Knock on the door before entering. Knock on the door twice in succession; while doing so, speak from behind the door, asking if there is anyone in the room, indicating your presence. 2. Leave the door open for cleaning. 3. Open the windows to ventilate the accommodation unit. 4. Check the lights in the room. 5. Hang up the guest's clothes. In those situations where the guest's clothes are scattered around the room and hinder the proper performance of tasks, they should be folded and/or placed in a suitable place. 6. Take out the rubbish. 7. Remove sheets from the bed(s) and remove pillowcases.

8. Change the sheets. 8.1. Place the duvet in such a way that it falls evenly on both sides, and arrange the lower ends of the duvet properly. 8.2. Put the pillowcases on the pillows. 8.3. Arrange the pillows on the headboards, leaving them in a horizontal position. 9. Clean the bedside tables. 10. Clean the wardrobe. 11. Clean furniture and lamps. 12. Clean windows and glass. 13. Water the plants and give them a brief maintenance (only in those rooms where there are plants). 14. Clean the bathroom. 30

15. Remove the rubbish bag from the waste bin and dispose of all rubbish found in the room.

23. Clean sink and sink handles. 24. Clean toilet.

16. Take the rubbish bag out to the cleaning trolley.

25. Clean towels and bathrobes.

17. Remove used towels and bathrobes.

26. Put out the amenities.

18. Test the shower.

27. Proceed to mop or vacuum the floor.

19. Clean the shower screen (if present).

28. Mop the floor.

20. Clean shower water control handles.

29. Turn off the lights in the room as the room is being mopped.

21. Clean bathtub (in rooms with bathtub). 22. Clean mirrors.

30. Before finishing mopping the room, dial "087" on the room telephone to notify reception that the room is finished and ready for sale. 31

Procedure for dealing with forgotten objects

The Housekeeping Department of the Hob Hotel establishes a series of steps to act appropriately when employees of the department find forgotten items in guest rooms. These steps, which are detailed below, must be strictly followed: 1. Identify the forgotten object: type of object, colour, size, etc. 2. Leave the room, close the door and call the housekeeper's office from the staff telephone. 3. Put the object in the bag provided for this type of incident. 4. Fill in the corresponding incident report, which should be located in the middle part of the cleaning trolley. 5. Close the room, leaving all cleaning products and tools properly placed in the cleaning trolley. The trolley must be placed in the corridor, to the right of the door. 6. Take the object to the Housekeeper's Office. 32

Standards and procedures Cleaning trolley care. PROCEDURE 1. Clean the trolley every evening at the end of the working day. 2. Make sure that the bags do not contain sharp objects or waste. 3. Do not overload the trolley with linen and/or rubbish. 4. Check wheels and protective tyres. 5. Report any faults detected.

STANDARD - The trolley must be in perfect hygienic condition. - Dirty linen and rubbish bags must not contain objects that could damage or soil them and must not be overloaded so that they do not break. - The refuse bag is covered with a black bag, which is changed daily. - The wheels are checked weekly to remove any threads that hinder the correct movement of the trolley. - The top and shelves should be kept clean.Storing food and/or leftovers from the rooms is strictly forbidden. 33

Proper use of cleaning products. PROCEDURE 1. Use and apply the right cleaning agent for each task and for each type of surface. 2. Use the correct dilution. 3. Keep containers tightly covered. 4. Rinse thoroughly after using cleaning products.

STANDARD - The cleaning product used is suitable for each task and for each type of surface. - When an employee uses a cleaning agent, he/she is sure of its use (see technical data sheet of the cleaning agents). - Do not use the container of a certain cleaning product to put another one in its place. - The right dilution should be prepared for optimal results and the product should be left to act for the indicated time. - The correct measure is used; do not overuse or the results will not be better. - Do not mix cleaning products. 34

Bed linen: type, sizes and uses. PROCEDURE Place each of the accessories needed to cover the bed in the order shown below: a) Mattress: 1. Mulet. 2. Bottom sheet. 3. Top sheet. 4. Duvet. 5. Lay. b) Pillows: 1. Pillowcase.

STANDARD - Bed linen is classified into: Bed spreads. Sheets.P illow cases. Duvets. Lay. - The colour of the aforementioned elements is white except for the "lay", which is beige; all the elements are 100% cotton.The "lay" are printed, according to the theme of the room. 35

Placement of stationery and laundry bags in the rooms. PROCEDURE 1. The laundry bag shall be placed in a rectangular shape, folded once, inside the top drawer of the wardrobe in each room.

STANDARD - In order to offer a quality service to guests, a white bag (laundry), a price list, a pillow menu, a satisfaction survey and two postcards will be available in the room.

2. The price list and pillow menu shall be placed under the bag. 3. The rest of the stationery for the rooms shall be placed in the room's desk cabinet in the space provided for each item. 36

Safety rules in the Housekeeping Department

Taking into account the different preventive specialities, we can make a classification of some of the most generalised risks in the activity of a chambermaid/housekeeper; thus we can indicate that with regard to the speciality of Safety at work, we highlight the risks of: Falls on the same level. Falls from different levels. Cuts, punctures and blows. Fires.

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FALLS ON THE SAME LEVEL The causes can basically be the presence of materials in transit areas or the existence of slippery or uneven floors.In terms of preventive measures, storage of materials such as cleaning trolleys, boxes, etc. in aisles and transit areas should be avoided. In case of slippery floors due to recent waxing or scrubbing, signs such as "wet floor" should be put up to warn of slippery floors. On wet floors, walk slowly and with short steps and use nonslip footwear that supports the heel to prevent falls on the same level. HOB Hotel 2021

FALLS FROM DIFFERENT LEVELS

They usually occur when ladders are used to gain access to clean lamps, shelves, ceilings, etc. or when climbing up or down fixed or service ladders. The risk is greater if the ladders are wet or slippery. Preventive measures must be aimed at eliminating these risks of falls, for which the following actions must be taken into account: Provide information and training on the proper use of ladders. Never climb on unstable elements such as swivel chairs, boxes, etc. Use properly supported ladders. Use non-slip shoes that are in good condition. Climbing up and down stairs should be done facing the stairs, never with your back to the stairs. Boxes should not be carried when using ladders, as there would be no possibility of holding on to the ladder. Do not carry bulky material that obstructs your view of the ladder. When working with stepladders, the tensioning device must always be fully extended. Before use, the ladder must be checked to ensure that it is in good condition. A competent person must be required to inspect the ladder regularly for any visible defects. It shall also always be checked after any incident. Fixed ladders must not be used at speed and must not be excessively loaded with materials. 39

CUTS, PUNCTURES AND BRUISES The use of cleaning tools such as waxing machines, trolleys, brooms or mops can cause a risk of knocks or cuts due to incorrect use or damage. Of particular importance is the risk of cuts from glass or debris such as razors. As preventive measures to avoid cuts or punctures, special waste containers should be installed in the rooms. Workers should also be instructed in the safe handling of tools and utensils to avoid them.

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FIRE

The risk of fire is particularly high due to the high concentration of people whose preventive behaviour cannot always be effectively controlled (cigarette butts left everywhere, etc.), and due to the accumulation of ignition sources (cookers, boilers, etc.) and flammable materials (cloth, paper, grease, etc.). On the other hand, electrical installation can be an important risk factor for electrocution and fire. Likewise, equipment used for cleaning, such as hoovers, can pose a risk if they are not used and maintained properly, following the instructions provided by the manufacturer of the appliance. Thus, in accordance with the regulations established by the Law on Prevention of Occupational Risks, Hotel Hob has an Emergency and Evacuation Plan, which is made known to its employees at the beginning of their relationship with the company. This Emergency and Evacuation Plan will be practiced on a monthly basis in the Hotel Hob and will be of compulsory attendance for those employees who are working on that day in the hotel facilities. 41

Once you have carefully studied and read this Housekeeping Handbook believe us that you are ready to face the great experience of being part of Hob Hotel.

We wish you the best of luck and thank you for being part of the Hob family!

NOW LET'S START BUILDING SOMETHING GREAT.

HOB Hotel Directors HOB Hotel 2021