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Lesson 13Safety & Security in Housekeeping Objective: examining how to ensure safety and security in the hotel through efficient housekeeping operations AIREEN YBANEZ - CLORES 1
Safety and Security• Safety: refers to the actual conditions in the work environment.• Security: refers to the prevention of theft, fire, and other emergencies.• Housekeeping & Maintenance departments have the highest risk for accidents and injuries; because • both employ more people than other dept. AIREEN YBANEZ - CLORES 2 • working in these dept. require physical activity
To reduce safetyrisks; housekeeper must, The exec. • be aware of potential safety hazards • develop procedures to prevent accidents • develop ongoing safety training programs • be aware of the laws that regulate the work environment AIREEN YBANEZ - CLORES 3
Unsafe Work Environmentscause; • insurance and liability concerns - expensive medical costs - legal problems e.g. fines or lawsuits - decreased productivity • employee moral and management concerns - negative employee morale AIREEN YBANEZ - CLORES 4 - low performance
Potentially Hazardous ConditionsManagers must train employees to recognizepotentially hazardous conditions and take correctiveactions before they cause injuries like sprains, strains,falls; - wet floors and slippery walkways - messy floors - equipment left out in the way - improper lifting techniques AIREEN YBANEZ - CLORES 5
Three Rulesfor safe, accident-freework environment1. Take adequate time2. Correct unsafe conditions immediately3. Do it safely the first time AIREEN YBANEZ - CLORES 6
Overall, the three most common types of accident/injury were: • Trips/slips or falls Some of the most common injuries • Electrical were: incidents • Sprains and strains • Manual • Back injury handling/lifting • Head injury • Neck injury • Repetitive Strain Injury AIREEN YBANEZ - CLORES 7
GENERAL SAFETY ANS SECURITY MESURES FOR GUESTS1. If possible, all the entrance to the hotel should be secured with full time security guard. Entrance without guards and unauthorized personnel.2. Provide for roving guards who will monitor movements within the hotel premises, particularly in guestrooms and surrounding areas. In some hotels, there is a floor guard in every floor or areas who logs down and report movements in the guestroom like the entry of visitors (including the date, time, and description of their guests).Many losses in guestroom are due to theft wherein the joiner is the culprit. When the hotel is aware of movements in the room, it easy to track down who is responsible for theft or crime. AIREEN YBANEZ - CLORES 8
3. Suspicious looking persons and objects are to be reported to security office or duty manager immediately for proper investigation.4. In the event that suspicious object is found in the premises of the hotel, the following shall be undertaken. • Do not touch the object nor open it for it may be a bomb that will explode. • Report to the Security Office or Duty manager. • Security Office or Duty manager will coordinate with bomb experts to check the object. • If the object is proven to be a bomb or AIREEN YBANEZ - CLORES 9
• Guest and occupants within the affected area will be asked to vacate the said area. • A bomb disposal squad shall be asked to handle the emergency. • Caution everyone to calm down and assure them that everything is under control.5. Inside the hotel, guests’ identity, room number or whereabouts should not be revealed to anyone unless advised to do so by the guest himself as when he is expecting visitor. Guests usually give instructions when they expected visitor. More strict measures are taken YBANEZ - CLORES AIREEN for dignitaries, VIP’s 10
6. All calls of house guests should be screened. • Ask for the name of caller. • Tell the caller “let me check if he is in his room” (even if you are sure he is there). • Verify if the caller part if he wants to entertain the call. • Turn over the line to the guest only if he says he wants to receive the call.7. Advise guest or visitors (especially foreigners) not to entertain people or transaction business with unknown and suspicious persons.8. If you notice a suspicious joiner leaving the room AIREEN YBANEZ - CLORES 11 of a guest, make it a policy to check with the
9. During the room make up and house cleaning, always be on alert for safety hazards found in guestroom or elsewhere. Safety hazard refers to anything that can cause accidents, fires or injury like: dangling wires, open electrical outlet, frail cords, broken tiles, slippery floors or spills of water; food or oil on floors, smell appliances, sparks, etc. AIREEN YBANEZ - CLORES 12
KEY HANDLING AND CONTROL1. Keys for lockers and cabinets are to be in the custody of designated custodian or stock clerk. He shall turnover said key it the duty manager at the end of his shift.2. Key custodian should never lend his keys to anyone nor allow someone to open cabinet and get stocks thereat.3. Room keys come in triplicate copies – one for the guest, one for housekeeping and the other with duty manager’s desk. Room boys, chambermaids or room attendant are given a copy of the key when they are assigned to do room make up. Some hotels leave it to the floor supervisor to handle the key and open doors for room attendants when they are scheduled for room make up. AIREEN YBANEZ - CLORES 13
4. In receiving and returning keys, always log in and sign in the logbook so that it is easy to trace who is accountable if ever it guest lost.5. Room attendant are advised to attach their uniform so that it does not get lost.6. Misplaced or lost keys must be reported immediately to the supervisor.7. If a room key cannot be found, change it or interchange the lockset of the room to another room and floor so that the finder cannot open the door. AIREEN YBANEZ - CLORES 14
9. If a guest happen to leave his key to his room and request a supervisor or a room attendant to open his room, it is important that the identity of the guest be verify first. The room should not be opened unless one is certain that he is indeed registered occupant. In case of doubt, ask for his/her guest ID for proper identification. Never open room joiners or relatives of the guests.10. If the room attendant is asked to open a guest’s room, ask for the guest’s key just to make sure 15 AIREEN YBANEZ - CLORES he
KEY HANDLING AT THE FRONT DESK1. Required guest to leave their keys at the front desk when leaving the hotel to make sure they do not leave it elsewhere.2. Give room key only to registered occupant. If in doubt, ask their guest ID.3. Never give the key to the guest’s joiner, visitor or even his/her nearest relative unless there is a written AIREEN YBANEZ - CLORES 16 authorization from the guest himself.
SAFEKEEPING AND ISSUANCE OF KEYS1. When not in use, all key-sets should be kept in a day cabinet.2. Set of keys should only be issued to appropriate employees as needed each day at which time they sign for their keys.3. The main key cabinet must be kept locked at all times.4. Keys should not be brought out of the hotel property by any employee. If the concerned key holders need to leave the hotel during the day, he/she must turn over their keys to their respective supervisor who will log down the turnover. AIREEN YBANEZ - CLORES 17
5. All sets of keys are usually equipped with either hardened steel key ring-belt clip combination, or a leather key case and belt.6. To avoid losing the keys, attach it to belt or around the waist.7. Employees receiving keys will acknowledge and sign in the logbook, indicating the set numbers.8. Keys must be endorsed by outgoing staff to incoming room attendant, night supervisor or night room cleaner at the end of the working shift. The turnover must be acknowledge0-signed by both the endorsing and receiving party. AIREEN YBANEZ - CLORES 18
9. All keys should be sight- inventoried by the Night supervisor or Night room cleaner in charge at the end of the evening shift (11:30pm). Any loss or discrepancy will be reported immediately to the Executive housekeeper.10. At the end of each with the cabinet locked, and the housekeeping office locked.11. There is a special set of keys designated “OPENING KEYS.” This set will have a key to the area in which keys are kept, and key cabinet in the set. This set of keys can be left in the custody of the front desk (night) manager when the housekeeping office is locked. They will be picked up each morning by the supervisor in charge of opening the house, and will- CLORES AIREEN YBANEZ be returned to the front 19 desk (night) manager each evening as the key area is
FIRE SAFETY – PREVENTION AND CONTROLFire prevention Measures in Hotel and Lodging Houses1. If possible, discourage or ban guests from cooking or ironing inside the room as this may trigger fire when the user is careless. Most hotels make this a part of their rules for guests.2. Do not use combustible materials as waste containers in as much as there is a risk that smoker will throw their lighted cigarette butts AIREEN YBANEZ - CLORES 20 unto them. This can spark fire
3. Provide for the following safety facilities: • Fire alarm system • Fire hose • Fire extinguisher in designated areas • Exit locator posted inside the room of the guest, usually at the back of the entrance door. • Fire smoke detector • Fire sprinkler • Luminous fire exit sign • Safety instruction to guests in case of fire and emergencies.4. Always add water to ashtrays before emptying them AIREEN YBANEZ - CLORES 21
5. Given special attention to the laundry room as dryer gets very hot and can ignite fire. Regularly check and clean the line traps several times, everyday.6. Provides for emergency lights instead of candles in the case of power interruption. Guest might sleep with lighten that can be neglected and spark fire.7. Do not forget to install “NO SMOKING SIGN” in fire- prone areas like near LPG gas, etc.8. Check regularly the electrical installation and have all frayed wirings, damaged sockets, switches and other defective electrical fixtures changes or repaired promptly.9. All electrical installation, repairs and change should be undertaken be a competent individual or licensed electrician. AIREEN YBANEZ - CLORES 22
9. Do not leave wiring dangling nor drape them over pipes or nails as this can be a fire hazard. Never run electrical cords under rugs. Cords of portable electrical appliances should be short as possible.10. Flexible cords should never be used for fixed wiring nor should they be spliced, tacked, stapled, or otherwise fastened to combustible wall or woodwork.11. Do not overload electrical circuit by profusely putting extra light and appliances.12. Combustion and other flimsy material should not be placed near bulbs. Long exposure to the heat of lighted bulbs can raise the temperature of proximate objects to such degree as would be enough to eventually generate fire. AIREEN YBANEZ - CLORES 23
13. Combustion and other flimsy material should not be placed near bulbs. Long exposure to the heat of lighted bulbs can raise the temperature of proximate objects to such degree as would be enough to eventually generate fire.14. Do not replace blown or busted fuses with coins, wire or any metal to short-circuit the current. Standard fuses are manufactured for the purpose of rejecting the load of circuits. Lighting circuit should be equipped with 15-ampere fuses.15. Minimize damage or injury from by fire taking preventive action ahead of time. • Keep halls and doorways clear of carts and other obstruction to permit smooth exit in case of fire. • Report broken or missing exit sign, alarm, fire extinguisher and other safety equipment and tools. • Learn the evacuation route, including the nearest and alternative exits and how to report a fire. AIREEN YBANEZ - CLORES 24
CONTROL MEASURES IN CASE OF HOTEL FIRE1. If a fire alarms sounds, follow proper evacuation procedures • Knock in each room and announce fire. • Escort guest toward the nearest fire exits. • Use stairs not elevator.1. If you discover a fire: • Active a fire alarm if it is already out of control • Call the fire fighting team, usually in the engineering or facilities maintenance office. If there is no such team, call the telephone operation who will call for rescue at the fire department. • If it is a small fire,AIREEN YBANEZ -extinguish it using the fire 25 help to CLORES extinguisher.
SAFETY AT HOME GUIDELINES FOR DOMESTIC HOUSEKEEPERSFIRE PREVENTION MEASURES AT HOME1. Do not leave the stove unattended while cooking is being done.2. Never let the stove get red hot.3. Always put the fire and switch off the regulator value in the stove when you leave the house or before going to bed. Most fire occurs at night.4. Keep stove at least a foot distance from any combustible wall or siding.5. Do not use gasoline or any flammable liquid in lighting a fuel in the stove. Instead, use a piece of cloth or paper soaked in the liquid AIREEN YBANEZ - CLORES 26
6. Extinguish with water all live charcoal when done with the kitchen chores.7. Provide metal waste cans for stove ashes, refuse, floor sweeping, etc. where oily waste and rugs are used, keep them in metal waste can with self-closing metal cover.8. Never open fire to examine the gas leak, gas meter. Never take open light into the closet.9. Do not keep or store any flammable substance in the kitchen.10. Do not heat wax, paint or polishing substance over open flames.11. Never allow furnace, steam pipe or hot Water pipes to come in contact with wood work or combustible wall. AIREEN YBANEZ - CLORES 27
12. Do not use just any kind of stove polish or clean mixture unless very sure of what is in it, it might contain flammable or combustible material.13. Clear or chimney, furnace and stove regularly of accumulated soot.14. Repair or replace worn out or broken parts of the chimney, furnace, stove.15. Protect any woodwork or combustible surroundings wall from radiated heat by means of non-combustible insulators16. Make sure all gas connections are tight. Avoid rubber or flexible tubing.17. Keep matches in the kitchen in metal container and out of reachYBANEZ - CLORES AIREEN of children. 28
19. Do not strike a match before opening the valve of a gas stove or oven20. Keep kerosene cans outside the house.21. Do not leave flammable objects is hot place.22. Do not substitute home remedy fuse to a burned fuse.23. Never leave lighted candles unattended. It can fall without you knowing and ignite fire it once it catches a flammable material.24. Do not overload electrical outlet nor use octopus connection to prevent fire.25. Be sure that oil cookers or lamps do not leak and do not over- turn. AIREEN YBANEZ - CLORES 2926. Keep store burners clean and do not turn the flames to
28. If possible, never leave kerosene can outside the house.29. Never leave the kerosene uncovered.30. If repairs are needed do not attempt to do the job unless competent to do so. Make service request from a professional technician.31. Do not use any pipe line or appliances until the leak is corrected.32. If you are about to install a new gas cylinder is turned an empty one, be sure all valves are shut off before the new cylinder is turned on.33. Always observe the usual precaution if seeing to it that an oven is not filled with gas before lighting. When burners are equipped with pilot light, they should be provided with automatic shut off should the flames get blown out or otherwise fail to light and burn. AIREEN YBANEZ - CLORES 30
In case of Fire at Home1. Extinguish it with the use of fire extinguishers.2. If the fire is of type A classification it can be extinguished by pouring water into it.3. Don’t use water for fires that emanate from faulty wirings as this can cause electrocution and serious damage. Call for help.4. When a kettle or pan catches fire, do not pour water on burning fat or lard. In the absence of extinguishers, use or pour earth, sand or baking soda or cover with a metal cover that is big enough to cover burning kettle or pan. AIREEN YBANEZ - CLORES 31
6. Fire spreads quickly; a speedy attack is essential. If anyone is near, tell him to report the outbreak and then give assistance. Extinguishers can only be uses with small fires.7. Do not continue to fight a fire if it is dangerous to do so as when: There is a possibility that the escape route may be cut off by fire or smoke. If the fire continuous to grow in spite of your efforts. If there are explosives in the vicinity of the fire.8. Extinguishers should YBANEZrecharged immediately after AIREEN be - CLORES 32
Home Safety Tips1. Never use any appliance that is damaged or a stove that has a leak2. keep all chemicals, medicines, matches, tools and knives out of reach of children3. dry all wet floors at once because they are slippery and can cause slips and injuries. Wipe them with dry cloth. Oily spills maybe removed with warm water which should be dried at once.4. Unplug unused appliances and close unused cabinets.CLORES AIREEN YBANEZ - 33
5. Do not use electrical appliances when electrical cord or its plug gets hot.6. Do not use electrical appliances with exposed wires or broken insulators.7. Do not allow children to slide along stairs railings as they may fall.8. Keep all toys in their proper storage after use to avoid slips.9. Have a first aid kit available at all times. AIREEN YBANEZ - CLORES 34
Common Danger Spots ThatCan Trigger Accidents• Scattered rugs- Make sure they are placed or tacked on non-slid mats.• Electric cords- Keep them off the floor and fasten then so that no one can trip on them.• Bathtub or Showers- a non slip mat should be used to eliminate the serious threat of falls while bathing.• Kitchen- In cooking and washing, occasional spills and grease spots are bound toAIREEN YBANEZ - CLORES them at once. happen. Wipe 35 Liquids on the floors make slips and slides
• Stairways- Be sure they are well lighted. Firm handrails should be provided. Toys and others objects should not be left on stairs or the landing area. • Check ladders for possible defect or worn out tiles. • Do not read while going up or down the stairs. AIREEN YBANEZ - CLORES 36 • Do not carry objects that
Prevention of AccidentsType of Accident How to Avoid Them CUTS Use knives properly with the blade away from the body. 2. Do not grab knives. 3. Pick up broken glass with sweepers AIREEN YBANEZ - CLORES 37 and dustpan, not
Prevention of AccidentsType of Accident How to Avoid Them BURNS 1. Use dry side towels for handling hot pans and pots. 2. Keep pot handles away from the aisles. 3. Open hot water faucets carefully to avoid splash. AIREEN YBANEZ - CLORES 38
Prevention of Accidents How to Avoid ThemType of Accident 1. Keep floors clean. Wipe spills FALLS right away. 2. Remove all obstructions on floors like scattered toys, rugs, etc... 3. Do not stand on boxes tables or chair to reach high objects. Use the stairway to prevent accidents. Do not over reach. 4. Do not block your view when AIREEN YBANEZ - CLORES 39 transporting objects. Make sure
• STRAINS 1. Do not attempt to carry too heavy loads. 2. Lift objects properly as mentioned next page. Preventing Exposure to Pathogens1. Wear personal protective equipment.2. Handle potentially contaminated items as little as possible3. Use proper container for disposal of items.4. Clean contaminated areas. AIREEN YBANEZ - CLORES 40
Moving and Lifting Safely1. Wear the right shoes. Working shoes should be slip resistant, with a closed toe and fit to give the best comfort.2. Watch where you are going to prevent slips and falls.3. Use door stopper and not linens or objects that could cause a slip or fall.4. Turn on lights and look at all sides before entering any room. There maybe spills or broken glasses on the floors that needs to be cleared.5. If broken glass isAIREEN YBANEZsweep the floor and place found, - CLORES 41
6. To push the room boy’s cart easily, check if it has sticking wheels. Without it, it will be harder to push and could injure the user. Remove sticking Thread on the wheels.7. Loose screw or sharp edges could catch on one’s clothing and can cause cuts.8. When pushing the cart, lean forward into the cart, rely on one’s legs and feet not unto one’s back or across the body.9. Pull or maneuver the cart in very short distances.10. Keep the cart close, use feet and legs and not the arms and shoulders.11. In case a cart falls down, do not try to stop or stand it up by alone. It is heavier AIREEN YBANEZ - think and can cause accidents. than you CLORES 42 Ask for help.
Lifting Objects1. Bending with the knee is easier than on the back, nor with the waist, whether one is tucking in sheets, picking up a laundry or cleaning a tub.2. When reaching for something, especially in the tub, never stand on the edge of toilet bowl. You might loose your balance and fall.3. Do not hang unto the soap dish or shower head as it may break and cause injury.4. Do not stand on a terry bath mat or towel since it has a slippery surface.5. The safest way to reach the walls around the tub is to stand in the tub, close to the walls so you can reach AIREEN YBANEZ - CLORES 43 high surfaces without over stretching.
6. Check the size of the object and get help if it is too heavy.7. Do not rotate mattress or move heavy furniture alone.8. To lift safety, bend at the knees and hips, not at the back and keep the load close to body. Keep back and head straight and avoid twisting.9. Lift with your legs and not with your back, so you do not have to stoop.10. If it is hard to reach an object comfortably, use an extension handle tool.11. When kneeling on floor, cushion your knees with bath mat or towel. AIREEN YBANEZ - CLORES 44
12. Use your body weight in pushing and pulling the vacuum, not just your arms and shoulder. If you vacuum correctly, a relax grip on the handle is all you need.13. To avoid slipping, hold the cord and coils as you go.14. Keep the cord of cleaning machine out of walk- way in public areas.15. Use your body weight in pushing and pulling the vacuum. Not just your arm or shoulder. To avoid AIREEN YBANEZ - CLORES 45 slipping, hold the cord and the coil as you go.
Handling Chemical Safety1. Read the labels and the materials safety datasheet.2. Wear personal protective equipment like goggles and hand gloves for protection from spills and splashes.3. To use the chemical correctly, follow the direction of the label.4. Use only one chemical for its intended purpose.5. Be sure the correct chemical goes in a properly labeled container when refilling spray bottles. AIREEN YBANEZ - CLORES 466. Cap of bottles/containers should be tight and the
7. Never mix chemicals; the result can be potentially deadly like fumes created by mixing bleach with ammonia.8. Use the right amount of chemical. Excessive amount may damage surfaces.9. If a chemical spills, block the surface. A minor spill can easily be cleaned up. If not sure of how to clean up a spill, ask the supervisor.10. If a chemical spill blocks your skin, rinse as directed in the material safety data sheet.11. If your eyes are exposed -and contaminated by a 47 AIREEN YBANEZ CLORES spill,
First Aid for Accidents1. Be calm. Do not panic.2. Take the injured person to the clinic or to as safe place if there is no clinic.3. Inform your supervisor right away. Make an accident report.4. In case the accident is caused by electrical power contact, do not touch the victim. Turn off the main AIREEN YBANEZ - CLORES 48
5. For light burns, apply cold compress.6. For heavy burns bring to the clinic or hospital.7. Never open blisters.8. If a person is fractured, do not move the victim so as not to cause more serious injury. Call for professional help.9. If there is so much bleeding apply clean AIREEN YBANEZ - CLORES 49
Security tips at home1. Keep all doors of the house locked at all times.2. Do not entertain unknown callers nor allow them to enter the house. There are robbers who are in disguised as suitors or lady maids with an intention to get inside the house and steal.3. If there are service men, meter readers or collectors attempting to enter the house, ask for their proper identification (ID) first before allowing them AIREEN YBANEZinside and never leave 50 to get - CLORES
4. Do not give personal information to unknown callers like address of the house, names of persons in the family, telephone numbers etc. The caller may have evil motive for seeking such information and you will be putting the family in a dangerous predicament.5. Be careful of syndicates who play their tricks on ignorant people especially house maids. One of them is a gang that attempts to call a house and tells the receiver of the call that an employer or a member of the household is sick or has met an accident and that he is advised to get money and valuables and bring it to a certain place for the caller to use in the treatment. If such call is received, get the full name of the caller and telephone number if there is a caller ID to refer to. Then call the police and give information. Call your employer for verification and inform him of the incident. Keep the house closed and take extra precaution.. 51 AIREEN YBANEZ - CLORES