.Certificate in Accommodation Operations and Services at Sondela Share Block:

We have 9 modules to complete and here you can see what I've learned so far:

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Module 1 --> Security at work:

*In this module we have learned the importance that guests, employees,  

  personal property and the property itself must be safe at all times. 

*We also learned the company procedures to maintain a secure working

  environment.

*We also identified security risks and potential hazards in the workplace for 

  example suspicious persons and packages, bomb threads and missing and 

  broken items.

*Security Procedures.

*Secure designated areas from unauthorized access.
*Key systems.

*Security Risks

*Emergency Numbers.

*Lost property.

*Classification of areas.

*Violent Situations in the work place.

 How the Store room at Sondela Share Block work:




Me and Germina



 Only one person work in the store room and only one person have the key for the store room to prevent theft.

Keys for the store room must be signed in and out to make sure who is responsible for the usage of the sore room. Store rooms must be locked at all times when someone is not inside it busy working. Stock taking take place every month end to make sure that there is enough stock and if not to replace and order new stock and to ensure that nothing is missing.



Germina is in charge of the Store room in SSB (Sondela Share Block). She explained to us how all the slips work and what items are used for what chalets. Every morning Germina opens the store room at 08:15 and then the team leaders of the cleaners come to collect all the items that is needed for the cleaners to clean the houses.

 

Starter bag for Makhato
houses.



Starter bags for chalets.

 Every Thursday each cleaner gets a starter bag for each+ chalet they are going to clean. In this bags are the Toilet papars, soap bars,  Service cloth, sponge, Sondela Logo stickers and dustbin bags. The Makhato houses/chalets have almost the same starter bags but there are
just more of this items in the bag.

 

Items that are inside the starter bags.



Makhato crockery.

 Makhato Chalets have their own Crockery and Glasses. The rest of the chalets have original Sondela Crockery and Glasses.



Chalet crockery with Sondela logo.



Sign out register.



Every thing going in and out of the store room needs to be taken a record of to prevent theft. If the teamleaders come to collect items that is needed for the charlets they must fill in and sign that they have recieved it next to their names.

The different kind of slips:

Used or/and broken items:



Pink slip

 

Cleaners fill in this form after guests have checked out of the chalets to have proof of what guests have used or broken in the chalets. The pink slip goes to the store rooms to Germina. And the white slip goes to reception so that the guests can come there to pay the bill.

 

White slip.



 

This slip is used when the ckeaner need something for the house, if something is broken in the house or to exchange or replace something in the house/chalet they are cleaning.

Other items in the stoor room:

 Module 2 --> Customer Care:

 

We learned the importance of always be friendly, loyal, honest, talk professional to guests and don't let personal matters interfere with your work.Its also very important to give guests the best service you can and to always exceed the customers expectations and give them value for their money. I'ts also very important to wear the right uniform and look neat at all time when talking and working with guests.

In this module we have learned the following:

*Layout, Facilities and Services of the company.

*Departments in a Hospitality Organization.

*Hotel Departments.

*Knowing your facilities and services of Sondela.

*Provide Customer care.

*Who are my customers.

*Dealing with customers.

*Greeting customers.

*Key points.

*Answering a telephone and telephone etiquette.

*Anticipating customer needs.

* The difference between needs and wants.

*How to anticipate customer needs.

*Questioning techniques.

*Promote services to customers.

*Checking customer satisfaction.

*Customer complaints.

*Handling customer complaints.

*Dealing with complaints over the phone.

*Saying goodbye to customers.

It is very important to know how to deal with difficult customers.

The 6 important steps are:

1. Listen to what the customer wants to complain about without  

    interrupting them. Also ask questions to make sure you understand 

    why  the customer are complaining.

2. Thank the customer for reporting the problem.

3. Summarize all the facts the customer have said to make sure you 

    understand what the problem is.

4. Show that you understand  and always be sympathetic towards the 

    customers feeling. Also apologize for any inconvenience.

5. Offer a solution to the customer. You can solve the problem your self or refer it to another person who have the ability to solve the problem.

6. Follow up   the problem and  make sure that the customer is satisfied 

    and that the customer have  got what is promised to him/her.

Module 3 --> Personal Skills:

First impressions are very important because it can make or break your business, especially in the industries that have guest customer contact. It only take 3 seconds for someone to see and judge you on your appearance and body language. A well-groomed appearance or good personal presentation is very important because it tells people that the company you work is highly professional.

 We also learned the importance of :

*Hygiene at work. 
*Dress procedures at work.

*The importance of professional Attitudes.

*Dealing with staff in a polite and friendly manner.

*Dealing with individual characters.

*Effective communication with staff and welcoming new staff.

*Effective Channels of communication.

*How to improve Internal Communication.

*How to communicate with your supervisor.

*Dealing with conflict situations and the causes of conflict.

Personal Hygiene:

Face: only natural colour make-up.
Neck less: must be small and presentable.
Name tag: must always be clean en visible and always be were especially when working with guests.
Rings: only wedding and engagement rings are allowed. 
Belt: must be plain and neat, no extreme colours allowed and it must fit your uniform.
Legs:must be shaved.
Shoes: must be clean and non slippery.
Hair: must be clean and neatly tightened.
Ears: must be clean. Earrings must be small and presentable.
Shirt: must be clean and neatly ironed. Buttons must be tight up not showing cleavage. 
Arms:you  are allowed to ware watches, make sure it is clean at all times.
Nails: must be short and clean.

*Bath and shower regulary.
*Brush your teeth at least twice daily.
*Wash your hands after using the toilet.
*Uniforms must be clean and neatly ironed.
*Don't use strongly smelled perfume.

Module 4  -->Safety at work:

In this module I've learned the importance of safety at work. I've also already accomplished my First Aid certificate during the Working Orientation Program.I've also learned where the first aid boxes are kept and what emergency numbers to phone in case of a emergency.

I also learned the following:  

*What a safe working environment is.

*Safety procedures.

*Safety clothes. 

*Safety and Emergency Signs.

*How to adapt Safety Procedures.
*First aid and Accidents.

*Range of Accidents.

*How to use machinery safely.

*How to use dangerous substances safely.

*Hazardous and Emergency Situations.

Safety Hazards in SSB:

Hole in the floor.

Open electrical wires.

 



Plugs that don't have a cover infront.



Sink that is not covering the hole properly.



Untidy maintanance work shop.



Window hinge is broken and the window frame is rusted,
this means the window can fall of any time.



Steel waste bin is rusted and broken, sharp objects is falling out of it.





Broken chair.

Protective Clothing:

Goggles: protect your eyes from harsh chemicals.

Mask: protect the body from inhaling dangerous chemicals.

Apron: to protect the body and clothes of the cleaner.

Gloves: is used when working with harsh chemicals to protect your hands and skin.

 

Module 5 --> Fire Prevention:

I've learned more about fire prevention and how to work with fire safely.The different types of fires and how to put the fires out with the different types of extinguishers. I've also learned what to do when a fire brakes out and what procedures to follow.   I've  learned where all the fire extinguishers are being kept at SSB and how the fire drills look and work when a fire brakes out. I've also accomplished my Fire Fighting Certificate during the Work Orientation Program. 

Fire Equipment:



Protective clothing: to protect the body from flames.

Fire-blankets: Smother the flames of fire.

Backpacks: are filled with water and have a nozzle in front to control the water flow. After the people have take out the fire with the fire beaters you spray water over the coals to smother it completely.

Helmets: are used to protect the head and face. The screen in front prevent coals and smoke from getting into the face.

                   

 
Goggles: protect the eyes from coals and smoke.

Module 6 à Cleaning Procedures:

In this module I’ve learned the following:

Good housekeeping is the foundation of good infection prevention and it’s important to exceed customer expectations and to satisfy customers at all time. The most important facts are that customers must feel at home, comfortable and safe in your company at all times.

The general cleanliness and hygiene of a facility are vital to the health and safety of guests, staff and visitors. Pleasant work environment contributes to staff members’ satisfaction, making them to be more productive. A more pleasant environment improves guest satisfaction and can increase guest’s use of services and frequent visits.

I’ve also learned the following:

Ø Preparation for Cleaning.

Ø Cleaning Procedures.

Ø Types of Soiling.

Ø Where does soil come from.

Ø Methods for controlling soiling.

Ø Types of floors.

Ø Cleaning Equipment, materials and procedures.

Ø Machinery, cleaning equipment and cleaning agents.

Ø Mechanical cleaning equipment.

Ø Manual cleaning equipment.

Ø Cleaning agents.

Ø Storage of equipment and materials.

Ø Cleaning of surfaces.

Ø Cleaning procedures for floors, walls and ceilings.

Ø Prepare floor areas for cleaning.

Ø Cleaning ceilings and wall coverings.

Ø Cleaning procedures for guest rooms, bathrooms, public areas and self catering.

Ø Guest bedroom cleaning procedures.

Ø Bathroom cleaning procedures.

Ø Cleaning of public areas.

Ø Cleaning kitchen equipment and utensils .

Cleaning equipment and Chemicals:

Equipment:

Blue cloth: is used to clean Windows and Mirrors.

Red cloth: is used to clean the Bathroom.   

Yellow cloth: is used for dusting.    

Green cloth: is for multipurpose cleaning.

Service cloth: is use for dishes and kitchen counters.

Scourer pad:

Scoure pad is used for hard surfaces and tough stains.

Broom: is used for sweeping floors.

Mop: is used for mopping floors.

 

 Vacuum cleaner: to vacuum surfaces.

Gleemo Sponge: to clean and wash dishes.

Feather duster:  for dusting.

Protective clothing:

Always were protective clothing when working with chemicals to protect your body and for health and safety reasons.

Dust masks: to protect the mouth and nose from inhaling harsh chemicals.

Goggles:  to protect the eyes from chemicals.

Gloves:  to protect the hands form chemicals.

Apron:  to protect the clothes from chemicals.

Different types of Chemicals used for cleaning:

Carpet Shampoo:

Ø Carpets.

Ø Couches.

Ø And to remove stains.

Swish:

Ø Sanitary fittings.

Ø Remove watermarks.

 

Window cleaner:

Ø Windows.

Ø Mirrors.

Ø Remove marks.

 

Descaler:

Ø Kettle.

Ø Remove chalk.

Oven Cleaner:

Ø Ovens / Stoves.

Ø Remove fats and greases.

Furniture polish:

Ø Furniture/ Wood.

Ø Protects.

Ø Shine.

 

Air fresher:

Ø Rooms.

Ø Refreshing.

Bleach:

Ø White furnishings and lines.

Ø Remove stains.

 

R² / Multi-purpose:

Ø Multipurpose.

Ø Removes dirt.

 

Pine Gel :

Ø Refresh.

Ø Floors.

Ø Remove dirt.

Procedure for cleaning a Bathroom:

1. Switch on the light.
2. Open the windows.
3. Check general condition of the room and report any problems or faults to supervisor or maintenance.
4. Remove all rubbish and soiled linen.
5. Dust all the areas from top to bottom with the feather duster and yellow cloth.
6. Clean the bath, basin and toilet by using bathroom cleaner and the red cloth. Remember to wear protective clothing.
7. Spray swish on all sanitary fittings, allow to work and then wipe off with the red cloth and ensure that it’s water mark free.
8. Clean windows and mirrors by using the window cleaner and the blue cloth. Ensure that it’s spot free.
9. Replace any missing items/amenities and towels.
10. Sweep the floor and then mop it by starting at the furthest point towards the door.
11. Check the overall product of the room.
12. Spray airfreshner.
13. Close windows.
14. Swish off the lights.

Procedure for cleaning a Bedroom:

1. Switch on the light.
2. Open curtains.
3. Open windows.
4. Check general condition of the room and report any problems or faults to supervisor and maintenance.
5. Remove all rubbish and soiled linen.
6. Dust the room(cupboards, surfaces, appliances) from top to bottom with a yellow cloth and feather duster.
7. Polish the room by using a green cloth and furniture polish.
8. Make up the bed by using clean linen.
9. Clean windows and mirrors by using window cleaner and the blue cloth and ensure its spot free.
10. Replace any missing items or amenities.
11. Sweep/vacuum the floor.
12. Check room for overall product.
13. Spray airfreshner.
14. Close windows.
15. Switch off the lights.

Module 7 à Organisation of cleaning:

In this module I’ve learned the importance that all chalets and houses  cleaning must be planed and organise to ensure that all work will be done in time and that time will be saved because all the cleaning ladies don’t have to argue on who must clean what chalets/ houses. Because they all work according to the daily housekeeping worksheet that tells what houses/chalets needs to have what type of cleaning and then who is responsible for the cleaning of the house/chalet, who is the team leader of that group and if the work have been done or not.

ExampleS of original Daily Worksheet at SSB:

I also did a task where I created my own Housekeeping Worksheet  for Acacia,  Maroela, Makhato, and Karee.

.

The different types of cleaning:

Arrival clean/ Dusting:

Ø Dusting, Mop and Inventory checks.

Ø Empty house or new arrival of guest.

Ø It takes about  1 Hour to clean a Chalet.

Ø And about 1–2 Hours to clean a Makhato house.

Service clean:                 

Ø Dust, Mop, Dishes, Bathroom, Beds and Boma.

Ø In-house.

Ø It takes about 1 hour to clean a Chalet.

Ø And about 1-2 hours to clean a Makhato House.

Departure Clean:

Ø Dust, Mop, Dishes, Bathroom, Beds, Windows, Boma, Inventory check and Clean linen.

Ø Departure/ check out.

Ø It takes about 2-3 hours to clean a Chalet.

Ø And about 4 hours to clean a Makhato house.

Deep spring clean:

Ø Comprehensive clean throughout the house including duvet covers, upholstery rugs, carpets, curtains and windows.

Ø When Chalet is booked out for specific time frame.

Ø It takes 4 Full Days to clean a Chalet.

Ø And it takes 2 Full Days to clean a Makhato house.

I’ve also learned the following in this module:

ü Organisation of cleaning.

ü Factors that have an effect on cleaning schedules.

ü Efficiency.

ü The cleaning programme.

ü Inspect completed work.

ü Report unresolved faults and problems.

Module 8 à Design, décor and furnishings:

Interior Design means the selection and placement of various elements- furniture, window coverings, wall and floor coverings, and amenities- to create an atmosphere which serves a particular purpose. To attract a certain market, a property’s design must reflect these preferences and values.

I’ve also learned that balance is very important when it comes by designing a place. Always use a mixture of light and dark, big and small, patterned and plain in order to form a decorative harmony.

It’s also very important to use the right colour:

When walls and window coverings are neutral this may cause a room’s downfall.  Warn up your space with a fresh soft wall colour and dramatic window treatments.

Examples of decorative harmony.

I’ve also learned the following:

ü What design, Décor and Furnishings are.

ü What interior design is.

ü Principles of design.

ü Design components.

ü Decorating Principles.

I’ve also designed a basic room layout for Adults and disabled guests:

Module 9 à Care of Textiles:

In this module I’ve learned the following:

    How to receive and sort dirty laundry.

    What on premises laundry is.

    The different types of linen.

    Launder Linen.

    Laundry equipment.

    Laundry Chemicals.

    How to finish laundered items.

    Folding guidelines for laundry.

    Cleaning and maintaining laundry equipment.

    Organisational requirements.

    Situations and challenges.

    Torn sheets and pillowcases.

    Quick and easy stain removal.

    Note about modern fabrics.

    How to remove stains from washable fabrics.

    Spot treatment techniques.

    Chemical solvents and supplies.

    Stain removal chemicals.

    Classification of stains.

Laundry Equipment:

Washing Machines:

1.   Open the door by rotating the handle and then lift it up.
2.   Now place the dirty towels or linen in the washing machine.

3.   Close the door of the washing machine after you have put in the dirty laundry.

4.   Put the machine on.

5.   Program the machine to what it is needed to be washed.

Ø  For linens = Program F1.

Ø  For towels = Program F6.

6.   The machine takes about 45 to 50 minutes to wash and it uses ¾ of warm water and ¾ of cold water to wash. The right amount of soap and detergents that is needed to wash, the machine takes automatically.

7.   After the machine have washed, you open the door and take all the clean linen or towels out of the machine. Then you close the door and take the clean laundry to the Tumble dryer.




Detergents and chemicals.

 


How to program the machine.





The white tumble dryer used for drying linen.

 Tumble Dryers:

There are two Tumble Dryers:

Ø  A White one that is used to dry linen.

Ø  And a Grey one to dry towels.

The steps are the same for both machines:

1.   Open the door of the tumble dryer.

2.   Put the clean linen in the white tumble dryer and the towels in the Grey tumble dryer.

3.   Close the door of the tumble dryers.

4.   Switch the tumble dryer on.

5.   Now program the machine to the right temperature , because towels are made of cotton you need to put the tumble dryer on very high temperature in the grey tumble dryer.

6.   Now press the start button of the machine.

7.   When the linen/towels are dried, you open the door and take out all the dry and clean linen/towels.

8.   Now close the tumble dryers door, switch of the machine and make sure that all the fluff are taken out underneath the tumble dryer.




Make sure all the fluff are out.

 

The Ironing Roller:

1.   Start the iron by pressing the green button.

2.   Set the temperature by using the key pad of the ironing roller.

3.   The big round, red button you use to stop the roller and then you can put the linen you want to iron on the roller, to start the machine again you must press and turn the red button.

The blue button: is used to make the ironing roller cooler.

The White button: is used to make the rotation of the roller slower.

Chemicals that is used at Sondela Share Block in the laundry room:

.

1.   Ozonit 100:

This chemical is used to remove stains and is automatically thrown in by the washing machine during the washing cycle.

2.   Eco-star builder:

This chemical is also used to removed stains and is also thrown in automatically during the washing cycle by the washing machine.

3.   Citro-max:

Are used to remove stains before the dirty linen go into the washing machines The dirty linen are thrown in a bucket with cold water that have citro-max in . Remember to always were gloves when working with chemicals to protect your hands. Now soak the linen for about 20 minutes and then scrub the stain with your hands. If the stain is still not out you must put a little bit of   4. Vanish Power 02 on the stain and then scrub it again with your hands. Then you throw the dirty kinen into the washing machine to clean.

  

   5. Iron stain remover:    

This is formulated for rapid removal of iron stains on fabric.

It will not damage the fabrics.

Apply only a few drops directly  on the stain, wait a few moments and then rinse well with water.

Linen control copy of Makhato houses and Karee and Acasia Chalets.

 

This forms are used to control the linen that goes in  and out  the lines store room. The chalet number, date, type of linen, the amount of each type of linen must be filled in the form when the cleaner/ team leader have received all the linen and when they hand it back in again.

The main purpose of this form is :

     To control all the stock in the lines store room.

     To control the amount of damages.

     And to prevent theft.

The procedure for Handling Damaged Items:

    Identify the damaged area and investigate on what caused the damage.

    Report to laundry supervisor.

    Report and take the item to stock-controller.

    The item can either be fixed or replaced with new stock.

    If replaced the stock-controller must follow the procedure for issuing stock and then replace it.

    The damaged item can be recycled for other purposes or be deposed. 

            
          

Procedure for making up a bed:

1. Take off soiled/dirty linen. 
2.   Check for guest belongings.
3. Turn the mattress.
4. Place the mattress protector and tuck in along the sides.
5. Place fitted sheet and tuck in along sides.
6.  Place flat sheet on bed and tuck in at the bottom. Fold the corners as demonstrated. Fold the top of the sheet backwards with about 30cm and tuck in along sides.
7.   Place duvet/bedspread and make sure it’s even at both sides of the bed. Make sure the bed is free from creases and bumps.
8.  Place standard pillows followed by the oxford pillows.
9.  Fold the throw as demonstrated and place at the bottom of the bed.
10. Fold the towels as demonstrated and place at the sides of the bed.
11. Place the Scatter cushions.
12. Check overall product.     

      

Working at the Five Star Guest House:

Day one 24 April 2012:

On this day I’ve learned what the different procedures are for cleaning a guest house room in order to be up to standard for a five star place. I’ve learned the four basic types of cleaning in the guest house that are:

·        Deep spring cleaning.

·        Dusting a room.

·        Service cleaning.

·        Refreshments (Witch is done by the butlers.)

The cleaning ladies showed me what the procedures are for dusting a guest house room by demonstrating in the one guest house room, the Crane (Room 7). After this I’ve cleaned my own room (The Kingfisher), I’ve followed all the procedures for dusting a guest house room. After I’ve cleaned the Kingfisher room I helped the cleaning ladies clean the other 5 rooms in the guest house.  I’ve wrote down the procedures for dusting and spring cleaning as well as the procedures for refreshing a room and filed it in my POE. The photo evidence of me dusting the rooms are also filed in my POE.

I’ve also learned how the rooms must be check in the Guest House and then I’ve checked al 7 rooms as well as the Wine Cellar in the Guest House to make sure that every thing are cleaned properly and up to standard according to the companies procedures.

I’ve also got copies and explanations on how the Activity Booking form, the registration form and the evaluation form for the guest at the guest house work like.

Working in the Guest House

I’ve also learned what the different kind of themes are represented in the guest house.

Today I’ve learned how the Guest House Design, Décor and Furnishing work like.  I’ve learned what kind of lights they use in the guest house and for what reasons.ut the atmosphere that is created in the guest house and how they create a nice, calm and cosy atmosphere by using the right colours for the décor, furnishings and lights in the guest house. I’ve also learned the reason for the room names in the guest house are.

Today I’ve learned how the Guest House Design, Décor and Furnishing work like.  I’ve learned what kind of lights they use in the guest house and for what reasons.

I’ve also learned how the laundry works like in the guest house when sending dirty laundry to SSB and back again.

I’d also did photo evidence on all the things I’ve named above. About dusting a room (Room 6 I’ve cleaned myself). I’ve also paste the check list of al 7rooms as well as the wine cellar and did photo evidence on checking the rooms. I’ve also did photo evidence on how the cleaners check the finer details after cleaning a room to ensure that everything in the room are equal and level. I’ve also did photo evidence to explain how the laundry of the guest house works like.

Working at the Guest House

Day 3 26 April 2012

Today I’ve done my photo evidence with explanations on how the décor, design and furnishings in the guest house work and look like.

I’ve also did a spring clean in room 1 (Kingfisher room) this morning, because there was guests staying in the room for the night.

Then I’ve done my photo evidence on how to spring clean a room. And filed some of the items that guest get in their files when staying in a guest house room  .