Learning Resource 3 1 Conduct Housekeeping Activities Objectives

Learning Resource 3. 1: Conduct Housekeeping Activities

Objectives At the end of this learning resource trainees should be able to: üIdentify at least three (3) personal protective equipment needed to carry out tasks in the Housekeeping Department according to industry standards after engaging in Power Point presentation at 100% accuracy. üDefine accurately the term ergonomics and its importance after engaging in Power. Point presentation according to industry standards. üIdentify daily housekeeping activities that are performed after engaging in Power. Point presentation according to industry standards at 100% accuracy. üExpound on at least three (3) possible workplace hazards that Housekeepers will encounter on a daily basis after engaging in Power. Point presentation at 100% accuracy. Resource 3. 1: Conduct Housekeeping Activities 2

Objectives Cont’d üIdentify at least two (2) chemicals used in the housekeeping department after engaging in research activity at 100% accuracy. üExpound on waste disposal procedures after reading resource material entitled “Waste disposal and Housekeeping” at 100% accuracy according to industry standards. üExpound on two (2) requirements of employees as it regards to Health and Safety at 100% accuracy according to industry standards after engaging in Power. Point presentation. Resource 3. 1: Conduct Housekeeping Activities 3

Introduction Safety is critical in any workplace. It is important that workplace safety and procedures are known and practiced in the workplace. Training should be provided for workers who are involved with housekeeping activities. It is important that housekeeping staff be informed about hazards in the workplace, including the risk of injuries to the musculoskeletal system. Therefore, identification of the hazards for such injury at any given hotel is fundamental. Individual work practices, including lifting habits, are shaped by proper training. Training should encourage employers and workers to adopt methods that reduce fatigue. Resource 3. 1: Conduct Housekeeping Activities 4

Areas of Responsibility Resource 3. 1: Conduct Housekeeping Activities 5

There a number of areas of responsibility room attendants must manage as part of their role. They are responsible for the: üCleanliness and overall appearance of guest rooms üSecurity of guest rooms and privacy of guests. It is their responsibility to pay keen attention to the following areas as well: üGuest Relations- Every employee of a hotel, including room attendants, is expected to warmly greet guests and to be friendly and professional. Resource 3. 1: Conduct Housekeeping Activities 6

In many cases they need to work independently from other colleagues and must handle any problems that arise, without the assistance or guidance of others. If there is a complaint about the room or its furnishings or fixtures, in many cases the room attendant must not only handle the issue, but take ownership to ensure it is resolved in a timely manner. Resource 3. 1: Conduct Housekeeping Activities 7

üGuest Safety- The job description of a room attendant includes ensuring the safety and well being of guests and their property. üCleaning- They are required to ensure all aspects of a guest room are clean and tidy. üAdministration & Communication- Room attendants must ensure they understand what rooms they are to clean and in which order. Administration and communication is vital to ensure rooms are returned “clean” ready for new Resource 3. 1: Conduct Housekeeping Activities 8

Daily activities Following is a list of activities a room attendant may be required to complete on a daily basis. As you can see there are many activities a room attendant is responsible for in a normal work shift, involving a wide variety of knowledge and skills. These activities include: üCleaning of work area üDisposal of waste üRemoval of obstacles Resource 3. 1: Conduct Housekeeping Activities 9

üErecting signs and notices üSecuring equipment and cables üHandling and storing materials and equipment üDealing with spills üCollect master keys ü Collect daily room allocation sheets üStock housekeeping trolleys üStock and store supplies üIdentify any special requests. Resource 3. 1: Conduct Housekeeping Activities 10

üRefilling Consumables: goods that are quickly used up and need to be replaced often. For example: tissue, shower gel. Resource 3. 1: Conduct Housekeeping Activities 11

Room Attendants in their capacity will need to be familiar with the following: üSafety Policies üRecycling-What items can be recycled and the proper procedure according to hotel policy for doing so. üCost Control-They need to be familiar with the methods used to control costs and how cost control affects the overall organization. üReporting-The importance of reporting hazards in the workplace and completing incident reports where necessary. üUse of Materials-Pay keen attention to especially chemical use. Read the Safety data Sheets carefully before using. Resource 3. 1: Conduct Housekeeping Activities 12

Housekeeping Equipment Resource 3. 1: Conduct Housekeeping Activities 13

Various pieces of equipment are needed to service a guest room. These are usually stored on a housekeeping store room on each floor – or in some central location. Equipment that needs to be correctly selected and prepared before it is used may include: Housekeeping trolley A housekeeping trolley is sometimes called a “Maids Trolley”. Check to see it is clean, presentable, and safe. There should be no jagged bits, nothing should protrude to present a potential hazard, and the wheels should move easily and smoothly. Resource 3. 1: Conduct Housekeeping Activities 14

Vacuum cleaner-Wet and Dry This must be checked to see it is empty at the start of the shift, spare bags are available (where appropriate), that the machine is fully functional and that there are no frayed cords or other safety problems. Check should also be made to ensure that all the vacuum machine tools/accessories that need to be used are available. Resource 3. 1: Conduct Housekeeping Activities 15

Brooms and brushes These should be sufficient in number as dictated by the establishment , clean, and sufficiently bristled. Buckets These should be fully operational, not leaking, easy to operate, and not smelly. Buckets may be required for wet mopping and most room servicing trolleys will also feature a couple of plastic bucket-type containers used to hold cleaning materials, cloths, chemicals and used to carry items into a guest room Resource 3. 1: Conduct Housekeeping Activities 16

Mops Ensure the mop head looks presentable as guests will be able to see this and may infer a lack of cleanliness in other or all cleaning from seeing a dirty mop head. Protective gloves A good supply of disposable gloves should be on each trolley. Resource 3. 1: Conduct Housekeeping Activities 17

Housekeeping uniform The housekeeping uniform is also regarded as “protective clothing”. Hose This is sometimes used by the housekeeper to wash the floors of public areas like corridors. Resource 3. 1: Conduct Housekeeping Activities 18

Cloths Used for cleaning, polishing and dusting, every trolley will need to have lots of these. Some are made from material and some are disposable. Warning signs These are safety signs used when a public area is being cleaned as part of the overall room preparation process. Dust pan A dust pan is vital to collect dirt, dust and rubbish. Resource 3. 1: Conduct Housekeeping Activities 19

Resource 3. 1: Conduct Housekeeping Activities 20

As Room attendants you are prone to accidents and as such it is important to pay attention to workplace hazards. Once a hazard is identified it is your responsibility to report it immediately to the relevant person so it can be dealt with immediately. The following are possible workplace hazards in the workplace: Resource 3. 1: Conduct Housekeeping Activities 21

üFlammable materials: You might have to work with items that are highly flammable. Ensure to keep these items away from any open flame and wear proper protective equipment as required by the workplace. üUnsecured Cables: There might be unsecured cables running along the areas in conference rooms. Once identified report immediately so the hazard can be eliminated. Resource 3. 1: Conduct Housekeeping Activities 22

üExposed power cables: Raw open wires can result in electrocution. There are items that can be used to secure cables : v. Cable clips v. Cable Holders v. Twist Lock v. Trunking Resource 3. 1: Conduct Housekeeping Activities 23

üCluttered Walkways- This can result in serious accidents. Ensure walkways are clear of any obstacles. üImproperly stacked materials: Ensure to stack items properly especially on the trolley or in the storeroom. If items are not stacked properly they can fall on your feet and result in serious injuries. üUnprotected equipment- All equipment to be used should be transported properly. Equipment should not be left unprotected as this can result in injuries. Resource 3. 1: Conduct Housekeeping Activities 24

üChemical: Practice safe use of chemicals as this can result in chemical burn. Ensure not to mix chemicals as well as inhalation can result in fainting and maybe death. üSlippery Floors: Housekeepers work with water and any liquid of any form spilled on the floor can lead to slip and fall. Use warning signs when cleaning floors to indicate that the floor is wet and wipe up spills immediately. Resource 3. 1: Conduct Housekeeping Activities 25

Ensure before using any chemicals to pay keen attention to the Safety Data Sheet. Improper use of chemicals can result in chemicals burns and fainting. It is not required that persons mix chemicals. Use and handle chemical safely according to policy procedures. Resource 3. 1: Conduct Housekeeping Activities 26

A hazard is something that if left uncorrected can lead to an accident. Resource 3. 1: Conduct Housekeeping Activities 27

Cleaning agents and chemicals Resource 3. 1: Conduct Housekeeping Activities 28

Opening Learning Activity Watch the following presentation by Dhaliwal H (2016): “Cleaning Agents”, Retrieved November 25, 2019 from https: //www. slideshare. net/Harsh. Dhaliwal/cleaning-agents Have fun learning Resource 3. 1: Conduct Housekeeping Activities 29

Opening Learning Activity Jot down in your notebook FIVE (5) chemicals you remember from the presentation. Have fun learning Resource 3. 1: Conduct Housekeeping Activities 30

A safety data sheet includes information such as the properties and use of each chemical; the physical, health, and environmental health hazards; protective measures; and safety precautions for handling, storing, and transporting the chemical. Resource 3. 1: Conduct Housekeeping Activities 31

Waste Disposal Resource 3. 1: Conduct Housekeeping Activities 32

Staff should handle waste as little as possible before disposal. Special care must be taken when handling hazardous waste. It may require special bags or boxes (in the case of broken glass). It is always advisable to: ü Wear gloves when handling rubbish üNot overload rubbish bags or bins üUse safe manual handling techniques üUse a trolley to move waste where necessary Resource 3. 1: Conduct Housekeeping Activities 33

ü Dispose of waste in a timely manner ü Move waste to disposal areas during quiet times or on quiet routes üPlace waste in suitable disposal areas – this includes the separation of paper, glass and plastic based products. The efficient and effective removal of waste is key to maintaining a clean and tidy workplace. Resource 3. 1: Conduct Housekeeping Activities 34

Learning Activity Visit the following website and make notes by Canadian Centre of Occupational health and Safety (2019)“Hotel Housekeeping” Retrieved November 29, 2019 https: //www. ccohs. ca/oshanswers/hsprograms/house. html Visit the following website and make notes by Engender. Health (2011) “Waste Disposal and Housekeeping” Retrieved November 29, 2019 https: //www. engenderhealth. org/wp content/uploads/imports/files/pubs/qi/ip/IP_posters_final_english. pdf Have fun learning Resource 3. 1: Conduct Housekeeping Activities 35

Policies and Procedures Resource 3. 1: Conduct Housekeeping Activities 36

Policies and procedures will vary from organization to organization. Policy – rule or code of conduct Procedure – step by step instruction. Policies and procedures are very important and must be adhered to. They help to ensure the health, safety, security and privacy of the organization, its staff and guests, including their assets and belongings Resource 3. 1: Conduct Housekeeping Activities 37

Examples of housekeeping policies that needs to be adhered to: ü Zero tolerance of theft. ü Guest room doors must be open whilst cleaning is in progress ü Protective clothes to be worn when cleaning ü Guest information is confidential üSexual harassment of any form is prohibited Resource 3. 1: Conduct Housekeeping Activities 38

Examples of housekeeping procedures ü Accessing a room ü Making a bed ü Cleaning a window üCleaning a bathroom ü Mopping a floor ü Handling lost property. Resource 3. 1: Conduct Housekeeping Activities 39

Housekeeping will normally have more policies and procedures than most departments in a hospitality business because of: ü The nature of the work ü The need for detailed consistency in performance of all tasks üSafety and security priorities. Resource 3. 1: Conduct Housekeeping Activities 40

All employees are responsible for safe work practices under the Occupational Health and Safety Act. Employers under this act are responsible to provide employees with a safe working environment, which includes the appropriate personal protective equipment needed to carry out specific tasks. Under the act it is the responsibility to the employee as well to practice safety by wearing the gears provided by the employer and practicing the safety practices and policies given to them by the employer. Resource 3. 1: Conduct Housekeeping Activities 41

Failure to adhere to these is a breach and can result in fines, loss of jobs, lawsuits and serious injuries on the job. Occupational Health and Safety (OHS) refers to workplace health and safety policies, procedures and practices. A Room Attendant’s personal protective equipment might include: Resource 3. 1: Conduct Housekeeping Activities 42

üOverall üLab coat üRubber footwear üEarmuffs/plugs üGloves üRespirators üDust mask Resource 3. 1: Conduct Housekeeping Activities 43

There are SEVEN (7) steps to Health and Safety ü Control hazards and develop a safety plan: As an employer you need to identify hazards in your workplace and take steps to eliminate or minimize them. Develop a safety plan. Ensure workers have access to a first aid kit. ü Train your workers: Take time to train your workers, take them and show them step by step how to do specific tasks. Consider providing written instructions and safe work procedure so they can check for themselves if they are working in an unsafe work environment.

ü Inspect your workplace: Check all equipment and tools regularly to ensure they are well maintained and safe to use. ü Investigate Incidents: Look into the cause of accidents including near misses where no one else was injured. Try to find ways to change procedures or equipment to help prevent similar incidents. ü Maintain records: Keep records of all first aid treatments , inspection, incident, investigation and training activity. Resource 3. 1: Conduct Housekeeping Activities 45

This can help you to identify trends in unsafe conditions and work procedures. üTalk regular with your workers: Meet regularly with your staff and discuss health and safety issues. Encourage them to share their ideas and thoughts on how to improve safety in the workplace. üProvide the employees with the necessary safety gears to carry out their job functions. Resource 3. 1: Conduct Housekeeping Activities 46

It is important to provide employees with written safe work procedures to be used in the workplace: üDetermine the task that requires safe work procedures üBreakdown the tasks to its basic steps üIdentify the hazard associated with each step, and ways to minimize or eliminate the risk of workers getting hurt. üWrite safe work procedures: The list of actions that employees must do when performing the task. Resource 3. 1: Conduct Housekeeping Activities 47

Information on safe work practices can be communicated to the staff verbally or non-verbally. Verbal communication is the use of words or in a written form while non verbal is the use of gestures. Communication can be done using the following mediums: üMemo üMeeting üTraining Resource 3. 1: Conduct Housekeeping Activities 48

üHandbook üDemonstration üSimulation Exercises üCharts or information posted on the notice board It is important that employees and employers work in partnership to eliminate hazards and control risks in the workplace. It is important that risk management exercises be conducted. This is the process of analyzing exposure to risk and determining how best to handle such exposure. Resource 3. 1: Conduct Housekeeping Activities 49

Training should also explain the health hazards of improper lifting and give recommendations on what a worker can do to improve lifting positions. Training should also emphasize the importance of rest periods for the workers' health and explain how active rest can do more for keeping workers healthy than passive rest. The effect of such training can reach far beyond occupational situations because the workers can apply this knowledge also in their off-job activities. Resource 3. 1: Conduct Housekeeping Activities 50

Once hazards in the workplace are identified they sheolud be reported to management immediately so they can be eliminated or controlled. It is important that if an employee or coworker is seen breaching any safety or health policies it should be reported immediately. Safety is everyone’s responsibility. Ensure to use danger signs when cleaning floors so as to prevent possible accidents and clean up spills immediately. Resource 3. 1: Conduct Housekeeping Activities 51

Opening Learning Activity Research and make jottings in your notebook , the THREE (3)categories of hazards in the workplace and give examples to each Have fun learning Resource 3. 1: Conduct Housekeeping Activities 52

It is important that after any accident in the workplace an incident report is completed: Visit the following website and make notes by Atlantic Training (2017) “ How to write a Good Incident or Accident Report” Retrieved November 29, 2019 from https: //www. atlantictraining. com/blog/write-good-accident-incident-report/ Identify two(2) importance of completing such report. Have fun learning Resource 3. 1: Conduct Housekeeping Activities 53

Housekeeping in a hotel is a very physically demanding job that includes many, varied tasks. A housekeeper carries out the following tasks on a daily basis: üMaking beds üTidying rooms üCleaning and polishing toilets, taps, sinks, bathtubs and mirrors üWashing floors üRemoving stains üVacuuming Resource 3. 1: Conduct Housekeeping Activities 54

There are several risks associated with housekeeping thus it is important that safety training and briefings be done so as to keep employees informed and to reduce the chance of injuries on the job. The main risk factors for repetitive motion injuries (RMIs) in housekeeping are: üheavy physical workload and excessive bodily motions which are a high risk for back injuries üforceful upper limb motions in awkward positions which are a high risk for neck or shoulder and arm injuries üSpace limitations require workers to use many uncomfortable postures. Resource 3. 1: Conduct Housekeeping Activities 55

These are: 1. Standing or walking 2. Stooping 3. Squatting 4. Kneeling 5. Stretching 6. Reaching 7. Bending 8. Twisting 9. Crouching Resource 3. 1: Conduct Housekeeping Activities 56

A housekeeper changes body position every three seconds while cleaning a room. If we assume that the average cleaning time for each room is twenty-five minutes, we can estimate that a housekeeper assumes 8, 000 different body postures every shift. In addition, forceful movements while using awkward body positions include lifting mattresses, cleaning tiles, and vacuuming every shift. Housekeeping is a physically demanding and very tiring job. It can be classified as "moderately heavy" to "heavy" work because the energy Resource 3. 1: Conduct Housekeeping Activities 57

Learning Activity Based on the discussions on Repetitive Motion Injuries above highlight THREE (3) ways or strategies that can be employed to help alleviate or cushion the RMI’s identified. ONE (1) strategy for each and discuss with your partner Have fun learning Resource 3. 1: Conduct Housekeeping Activities 58

Ways to prevents hazards in the workplace üKnow potential hazards of your workplace and the activities you perform. üLearn and use safe lifting techniques. üWear proper protective equipment when handling cleaning products. üWash your hands frequently – an important step in preventing infection. üAlways wear appropriate personal protective for the task to be completed üWear shoes with non-skid soles. Resource 3. 1: Conduct Housekeeping Activities 59

üKnow emergency contact numbers and keep them immediately available. üKeep carts in good repair, check wheels and weight distribution of supplies. üUse long handled tools such as dusters and mops to avoid bending and stretching. üReview safety data sheet for cleaning products and follow instructions for safe use and storage. üProvide training on bloodborne pathogens and practices to follow if needles or bodily fluids are encountered in the hotel room. Have a sharps disposal container on the cart for needles and sharps. Resource 3. 1: Conduct Housekeeping Activities 60

Housekeepers become exhausted and sometimes need rest breaks. It is important that when setting procedures for the workplace attention be payed to ergonomics. In order to be efficient workers have to have good safe working conditions and as such are required rest breaks. It is important that allotted safe locations be used for rest breaks. Persons should not be seen taking smoke breaks next to gas cylinders. Resource 3. 1: Conduct Housekeeping Activities 61

Under the OHS Act employers should provide designated lunch rooms for persons to have their meals and breaks in a safe area paying attention to health and safety requirements and it is a requirement that employees adhere to these policies. The management team should carry out quality assurance checks in a bid to ensure that proper procedures are being followed effectively by “poking in their heads” from time to observe safety practices in the workplace. Resource 3. 1: Conduct Housekeeping Activities 62

Floor Marking Resource 3. 1: Conduct Housekeeping Activities 63

Floor marking creates a safer work area by making that area easier to understand. A safer workplace will result even from applications not usually thought of as safety related. For example, having the floor marked for tool and equipment locations reduces trip hazards by ensuring that tools and equipment are not out of place. Floor marking is an excellent way to reinforce other safety information that may have been overlooked or forgotten. Resource 3. 1: Conduct Housekeeping Activities 64

Adding messages and symbols to the floor that may already be present on walls or equipment serve as reminders. For example, “Watch for Forklift Traffic” or “PPE Required Area” floor signs can be placed at dangerous locations. While most industrial facilities already employ floor marking for safety purposes, few have studied ways to improve the effectiveness of their existing visual communication strategies. Smart, creative floor marking is an integral piece of this puzzle, enhancing the overall safety of a facility when combined with signage and labeling. Resource 3. 1: Conduct Housekeeping Activities 65

Ergonomics: the study of people's efficiency in their working environment. Resource 3. 1: Conduct Housekeeping Activities 66

Congratulations! You have completed Learning Resource 3. 1: Conduct Housekeeping Activities 67

References üAtlantic Training (2017). “How to write a Good Incident or Accident Report”. Retrieved November 2019 from https: //www. atlantictraining. com/blog/writegood-accident-incident-report/ üCanadian Centre of Occupational health and safety (2019). “Hotel Housekeeping”. Retrieved November 2019 from https: //www. ccohs. ca/oshanswers/occup_workplace/hotel_housekeeping. html üDhaliwal H (2016). “Cleaning Agents”. Retrieved November from https: //www. slideshare. net/Harsh. Dhaliwal/cleaning-agents üEngender. Health (2011). “Waste Disposal and Housekeeping” 2 nd edition. Published by World Health Organization (WHO). New York. Retrieved November 2019 from https: //www. engenderhealth. org/wp content/uploads/imports/files/pubs/qi/ip/IP_posters_final_english. pdf Resource 3. 1: Conduct Housekeeping Activities 68