I have completed all 9 modules.
It is essential that you put your employers safety in consideration.In order for the employees to work hard without having to worry about their safety, it must be an safe environment. I was taught on how to secure a working environment, identify security risks or potential hazards and what procedures must be followed, how to deal with lost property and what to do when customer comes and collects the item/s (record it in the found book),how the key systems works how to handle violent situations and keep in control of stock .It is important to have emergency numbers in each department in case of emergency.
- Only one person must work in the store room and have the key
- keys must be signed in and out and ensure that it is safe at all times
- Everything that has been issued out must be recorded (what it was, and how many of that item.)
- Store room must be locked at all times
- monthly stock must take place in order to see if anything is missing and what needs to be replaced
- If any items were stolen or damaged, it must be reported to the supervisor or management so that they can do a follow up.
A customer is very important to any type of industry, they provide us money therefore we have to make or keep them satisfied (they must feel it worth the money to be spent) and meet their expectations. I learned how to deal the customers,greet customers, how to answer the telephone, anticipate customers needs or wants, handling customers complaints (in person or over the phone), knowing the difference between the customers needs and wants and how to say goodbye to them.
Step 1: listen to the complaint without becoming defensive. Do not interrupt when the guest is speaking. ask questions if necessary so that you clearly understand what the problem is. Take notes if you receiving a complaint over the phone
Step 2: Thank your customer for bringing the problem to your attention
Step 3: Summarize the facts after the customer have spoken. This ensure the customer that you understand their problem.
Step 4: Show you understand the problem and that you are sympathetic to how he or she is feeling.
Step 5: Offer a solution to your customer.
Step 6: Do a follow up and make sure that the promise you made is delivered to the customer.
Customers impression on you is done in the 3 seconds after they've met you therefore you must have a good personal presentation and how you conduct yourself (remember you are representing your companies name). You must follow the dress procedures, talk professional (in a polite and friendly manner) and have good hygiene.
I have learned how to work with people who has different types of personalities, how to improve internal communication,communicating with your supervisor and dealing with conflict situations.
Personal hygiene:
- Not allowed to wear excessive Make up. If you wear make up it must be neutral colours
- You must brush your teeth twice a day (morning and evening)
- You must shower or bath everyday
- Nails must be short and clean (No nail polish)
- Leg hair must be shaven
- Hair must be clean,neat and tidy (wash your hair every second day)
- Clothes must be clean and ironed
- Name tag must be presentable on the staff
- Not allowed to wear excessive jewelery
- Must wear closed shoes at all times
It is important to have a safe working environment therefore you must have knowledge on how to deal with emergency situations. You should follow preventive procedures,safety and emergency signs, adapting safety procedures. If anyone got injured, it is good to know where the first aid boxes are kept, who they must contact (First aid officer) and what to do in event of an accident. I also have the knowledge on how to use dangerous substances safely. (I've accomplished First Aid level 1 certificate)
- Dust masks are used to protect you from inhaling dangerous substances
- Gloves protects your hands from harsh chemicals
- Goggles protects our eyes from the detergents
- Apron protects your clothes from getting stained by the cleaning chemicals
- Open wires
- Wet floors
- Obstructions in the way
- Plugs are not covered properly (metal and wires are exposed)
I did the basic fire fighting course in the Workplace Orientation Program and have a achieved an certificate.
I know the classification of fire,safety and evacuation procedures, identifying the different fire extinguishers and what to do in case of a large fire.
Cleaning procedure is extremely important in the accommodation department(and restaurant,shops etc) . A customer must feel comfortable and that the place is hygienically clean., i know the different cleaning equipment, machinery, manual cleaning equipment, cleaning agents and where i must use them. In order to clean proper you need to follow the procedure for each room such as: guest rooms, bathrooms, public area and self catering including the floors,walls,ceilings.
Step 1: Switch on the light.
Step 2: Open blinds or curtains and open windows.
Step 3: Check the general condition of the bathroom and report any problems or faults to maintenance.
Step 4: Remove rubbish and soiled linens.
Step 5: Dust all areas from top to bottom using a feather duster or a yellow cloth.
Step 6: Clean bath,basin,shower and toilet using a bathroom cleaner and the red cloth.
Step 7: Spray swish on sanitary fittings and wipe it after a while with a red cloth.
Step 8: Clean windows or mirrors and shower doors using window cleaner and the blue cloth. it must be spot free.
Step 9: Replace all missing items and towels.
Step 10: Sweep the floor and then mop it.
Step 11: Look at the overall product.
Step 12: close windows.
Step 13: Spray airfreshner in the bathroom.
Procedures for cleaning a bedroom:
Step 1: Switch on the light.
Step 2: Open the curtain.
Step 3: Open the windows.
Step 4: Check the general condition of the room and report problems or faults to supervisor.
Step 5: Remove all rubbish and soiled linen.
Step 6: Dust all areas from top to bottom and cupboards,surfaces etc. using a feather duster or yellow cloth.
Step 7: Polish the room using the furniture polish and wipe it with the green cloth.
Step 8: Make up the bed using clean linen.
Step 9: Clean windows and mirrors using the window cleaner and a blue cloth. Make sure there is no spots on the windows and mirrors.
Step 10: Replace any items or amenities.
Step 11: Sweep/vacuum the floor/carpet and then wash it,Starting from the furthest point to the door.
Step 12: Look at the overall product.
Step 13: Close the windows.
Step 14: Spray airfreshner in the room.
Step 15: Switch off the light.
Procedure making up a bed:
Step 1: Remove dirty/soiled linen.
Step 2: Check if any guests belongings is in the room.
Step 3: turn the mattress over ( turn the mattress from the foot end, upright).
Step 4: Place the matrress protecter and tuck along sides.
Step 5: Place fitted sheet and tuck in along sides.
Step 6: Place flat sheet and tuck in at the bottom. Fold bottom corners in an envolope. Fold top of the sheet backwards with 30cm and tuck along side.
Step 7: Place duvet and ensure that it is even at both sides of the bed and make sure it is free from creases and bumps.
Step 8: Place standard pillows followed by oxford pillows.
Step 9: Fold the throw in half twice and place it at the bottom of the bed.
Step 10: Fold towels in an specific way (As in a 5 star hotel they place gowns instead of towels) and place at the sides of the bed.
Cleaning agents and equipments:
Cleaning equipment:
- Blue cloth: cleans windows and mirrors.
- Red cloth: Use it in the bathroom.
- Yellow cloth: used for dusting.
- Green cloth: is multi-purpose (you can use it anywhere).
- Service cloth: Used on dishes or kitchen counters.
- Gleemo sponge: Used to wash dishes.
- Scourer: Cleans hard services or tough stains.
- Brush: Used to scrub floors or tough stains.
Protective clothing:
- Dust masks: use to protect you from inhaling dangerous chemicals into your lungs.
- Goggles: Protects your eyes from dangerous substances.
- Apron: prevents your clothes getting stained.
- Gloves: Helps your hands from getting damaged by harsh chemicals.
Cleaning chemicals:
- Swish: cleans sanitary fittings and remove water marks.
- Window cleaner: Cleans windows and mirrors. This removes marks.
- Carpet shampoo: Cleans and remove stains from carpets or couches.
- Descaler: Clean the kettle inside.
- Oven cleaner: Removes fats or grease in ovens or on stoves.
- Furniture polish: It protects and makes furniture wood shine.
- Airfreshner: It makes the room smell clean and fresh.
- Bleach: Use to remove stains on white furnishings or linens.
- Multi-purpose: It removes dirt on any surface.
- Pine gel: It removes dirt or refreshers floors.
Module 7- Organising of cleaning
You must have a schdule in order to prevent any delay and so that you can meet the deadline. Allocation lists are made for the cleaners and have been given out so that it can prevent any confusion among the cleaners, knowing who works where and to meet the deadline.
we also report any faults we come across and not only that we inspect the room or house to ensure everything is clean,working and is safe for the next customers to arrive.
Cleaning hours of each type of cleaning (meet deadline)
- Arrival clean or dusting:Chalet 1 hour and Makhato 2-3 hours.
- Service (Dust,mop,dishes,bathroom,beds and braai area):Chalet 1 hour and Makhato 1-2 hours.
- Departure clean (Dust,mop,dishes,bathroom,beds,braai area,inventory check and clean linen):Chalet 2.5-3 hours and Makhato 4 hours.
Report faults or problems:
Broken window due to violence:
Step 1: Stop the violence.
Step 2: Report to manager or supervisor
Step 3: Operate First aid if necessary
Step 4: Ensure that the window is fixed as soon as possible
Step 5: Fill in a incident form and write down the problem
step 6: Do a follow up
Inspect room or house:
You inspect the house or room from top to bottom making sure that it is dust free, cleaned everything and properly, all missing items are replaced and that all televisions,toilets,bath etc is working properly. If something is not working or something is broken, report it to the manager or you solve the problem.
Module 8- Design,Decor and Furnishings
We play a big role in the hospitality industry (Accomodation) therefore we need to make the customer feel comfortable and thats where design,decor and furnishings come into place. Everything need to fit to the theme, colours of walls,furnishings,scatter cushions etc, they also need to blend together.
This sets the mood in the place and gives comfort to the guests.
Module 9- Care of textiles
We remove stains in different ways (depending on what type of stain it is) and to prevent any other linens from getting stained we wash them seperately. You have to use the correct detergents to remove the stains
There must be order in the laundry room so that it makes it easier for everyone and saves time therefore we organise them in different piles (linens, towels) and we have a procedure on how to fold linens and towels and how to iron the items such as: flat sheet,duvet,pillow cases etc.
Step 1: Take one of the clean towels out of the container.
Step 2: Fold the towel in half (the companies label must be outside so that you know that you are doing it correctly).
Step 3: Fold it again in half and fold it sideways.
Step 4: Lift from the table.
Step 5: Final product must have the lines and the companies name must be in front.
Process of ironing:
Step 1: Take one linen (e.g. pillow case,flat sheet etc.) from the railing.
Step 2: Place it over the iron machine
Step 3: Spray linen with water. The purpose of this is to reduce wrinkles from the item.
Step 4: Ensure pillow case is flat and place it into the ironing machine. (the equipment has an rotating piece).Wait for the linen and collect it underneath when done.
Step 5: Fold the item in half (twice)
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