hk chapter2 4
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HOUSEKEEPERSPROFILE
CHAPTER 2
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PHYSICAL ATTRIBUTES
Refers to the built, eer!" le#el $%$&ti#e fu&tio of the seses' (e )usthire i%i#i%u$ls *ho $re +h"si&$ll" t,
sho*s eer!", ethusi$s), li!htess,"outhfuless $% the $bilit" to &o+e *ith%i-eret situ$tios'
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Pro+er .roo)i! / H"!iee
A' (e$r0
Clothi! or uifor) th$t is &le$, *ell+resse%, *ell )$it$ie% $% +ro+erl"
tte% 1$)e t$!
Cle$, o sli+ &lose%toe shoes
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Pro+er .roo)i! / H"!iee
B' T$3e $ b$the %$il" $% use %eo%or$t$fter*$r%s
C' 4$it$i !oo% %et$l h"!iee
Brush teeth 56 $ %$"
Use )outh*$sh
H$#e $ re!ul$r %et$l &he&3u+
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Pro+er .roo)i! / H"!iee
.' ($sh h$%s ofte
H' 4$it$i !oo% +osture
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E%u&$tio$l B$&3!rou%
It is i)+ort$t th$t the house3ee+er+ossesses $ &olle!e e%u&$tio$lb$&3!rou% or $ $#er$!e itelli!e&e
so he9she &$ u%erst$% $%&o))ui&$te *ith !uests, +eers, $%su+eriors $t *or3'
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Perso$l Ch$r$&teristi&s
A house3ee+er )ust +ossess $ +ositi#e+erso$l &h$r$&teristi&s' I ser#i&e,+eo+le &o)e rst, th$ts *h" $ ee% of
s+e&i$l $ttributes for house3ee+ers is $)ust to &$rr" out *or3 *ell
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Professio$l House3ee+er
A' 7o ot let +erso$l +roble)s $-e&t the8ob'
B' 4$it$i !oo% *or3i! rel$tioshi+s
Be &$ri! $% &osi%er$te Be &heerful
Be :e6ible
Be +le$s$t Be +olite
Be +ositi#e
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Professio$l House3ee+er
Be +u&tu$l
Be *illi!
Be $ !oo% listeer
Be trust*orth"
Hoest $% $&&ur$te
C' Use self&otrol *he h$%li!
iter+erso$l &o:i&ts
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HOUSEKEEPI1.AREAS I1 THE HOTEL
CHAPTER 5
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5 4A;OR AREAS CO&es'
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5 4A;OR AREAS CO
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5 4A;OR AREAS CO
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HOUSEKEEPI1.STA17AR7S
CHAPTER ?
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House3ee+i! st$%$r%s
House3ee+i! $re$s $re tot$ll" &le$
All the $)eities i the +l$&e $re&o)+lete
All f$&ilities, $++li$&es, $% furishi!s$re i !oo% *or3i! &o%itio
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Professio$lis)
A' Follo* house +oli&ies
Fi% out *h$t +oli&ies $re i e-e&t
Le$r $bout %et$ils of +oli&ies
Perfor) 8ob $&&or%i! to house +oli&ies
Pro)ote house +oli&ies
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Professio$lis)
B' Follo* Le!isl$tio rel$te% to 8ob
I%etif" le!isl$tio rel$te% to 8ob
F$)ili$ri@e "ourself *ith le!isl$tios
Ko* ho* to % ifor)$tio *heee%e%
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Professio$lis)
C' Follo* &h$i of &o))$%
As3 su+er#isor $bout %uties $%res+osibilities of other %e+$rt)et
I%etif" +ro&e%ure for &o))ui&$ti!*ith #$rious %e+$rt)ets
Follo* house +oli&ies *he %e$li! *ith
other %e+$rt)ets'
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Professio$lis)
7' Be $ te$) +l$"er
Fulll 8ob %es&ri+tio $% e6+e&t$tios
Follo* &h$i of &o))$%
Co))ui&$te *ith te$) )e)bers
(el&o)e e* e)+lo"ees
4$it$i !oo% *or3i! rel$tioshi+s
Hel+ &o*or3ers
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Professio$lis)
E' Follo* !ui%elies i $&&e+ti! !r$tuities
U%erst$% $% follo* house +oli&iesre!$r%i! !r$tuities
7o ot $ssu)e )oe"9ite)s i st$"o#erroo)s $re !r$tuities
I))e%i$tel" re+ort to su+er#isor )oe"
fou% i uusu$l lo&$tios i &he&3outroo)
A%#ise !uest to use o* 8u%!)et
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Professio$lis)
7o ot $ssu)e !r$tuit" *ill be !i#e
Refr$i fro) t$l3i! $bout or &outi!!r$tuit" i frot of !uests
A&&e+t !r$tuit" !r$&iousl" Re+ort !r$tuities to su+er#isor if reuire%
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.uest rel$tios
A' Pro#i%e ifor)$tio $bout +ro+ert"
Be ifor)e% $bout f$&ilities $%ser#i&es
I%etif" f$&ilities $% ser#i&es i+ro+ert"
Ko* $)es $% titles of )$$!ers $%
su+er#isors Ko* tele+hoe e6tesio u)bers for
)$i %e+$rt)ets
As*er !uests uestios
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.uest rel$tios
B' Pro#i%e ifor)$tio $bout &o))uit"
Kee+ u+ to %$te *ith &o))uit" e#ets
I%etif" f$&ilities, ser#i&es, $ttr$&tios
$% e#ets i $re$ As*er !uests uestios
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.uest rel$tios
7' Le% $% retrie#e Pro+ert"s Eui+)et
7eter)ie $#$il$bilit" of reueste% ite)
Re&or% obt$i ite)
7eli#er ite) to roo) Pi&3 u+ ite) +ro)+tl" *he otie%
Che&3 ite) to esure th$t it is &le$ $% i !oo%*or3i! &o%itio
Retur ite) to stor$!e $re$ Re&or% retur ite)
Ifor) su+er#isor of u$#$il$ble reueste% ite)s
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.uest rel$tios
E' H$%le &o)+l$its
' I%etif" &o))o !uest &o)+l$its
. Cle$liess
. Eui+)et
. Su++lies, f$&ilities $% ser#i&es
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.uest rel$tios
2' Res+o% to &o)+l$its
Liste $tteti#el"
Cl$rif" o* u%erst$%i! of +roble)
A#oi% )$3i! 8u%!)ets
St$" &$l)
7o ot t$3e &o)+l$it +erso$ll"
7o ot $r!ue or bl$)e others
A+olo!i@e for i&o#eie&e
I%etif" +ossible solutios
Sol#e &o)+l$it $s soo $s +ossible
Th$3 !uest for bri!i! +roble) to "our $ttetio
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.uest rel$tios
5' Follo* u+ if +ossible
?' Ifor) su+er#isor $bout &o)+l$it
F' Prote&t !uests +ri#$&"
Kee+ )$tters see or he$r% &o%eti$l 7o ot use or $s*er tele+hoe i !uestroo)s
Refer reuests for ifor)$tio $bout !uest tothe frot %es3
Kee+ roo) $ssi!)et sheet to $#oi% %is+l$"e%$)es $% roo) u)bers to others
Be uiet i h$ll*$"s $% other +ubli& $re$s
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PRI1CIPLES OFCLEA1I1.
CHAPTER
BASIC PRI1CIPLE OF
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BASIC PRI1CIPLE OFCLEA1I1. Re&o!i@e the %i-eret t"+es of %irt
Ko* the ele)ets of &le$i!
A++l" &le$i! )etho%s
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T"+es of %irt
7irt is $ resi%ue *e re)o#e or &le$ ie#er" $re$'
' 7ust b$si& sour&e of %irt i for) of
+$rti&les2' Soil %ust )i6e% *ith oil or *$ter'
5' St$i %rie% +$t&hes of soil
?' T$rish9%is&olor$tio$re &$use% b"st$is th$t *ere ot re)o#e% forso)eti)e' It is the re&o!i@e% $s%$)$!e% surf$&e'
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Cle$i! ele)ets
Ti)e
Co)bies *ith $ll other ele)ets of&le$i!' It t$3es ti)e to re)o#e %irt
$% the &he)i&$ls to t$3e e-e&t or re$&tto the %irt' Also, the lo!er the st$i h$sot bee re)o#e%, the h$r%er it is to&le$'
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Cle$i! ele)ets
Che)i&$l $&tio
Refers to the re$&tio of &le$i! $!ets$fter the $++li&$tio o the $-e&te%
$re$'
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Cle$i! ele)ets
Te)+er$ture
For ist$&es, te)+er$ture is reuire% toe-e&ti#el" &o)+lete the &le$i!
+ro&ess' For e6$)+le, $ %irt *ith !re$seshoul% be &le$e% *ith hot *$ter r$therth$ &ol% *$ter' Bloo% st$is o &lothshoul% be $++lie% *ith &ol% *$ter $%bo%" so$+ be&$use hot *$ter $%l$u%r" %eter!ets &$ h$r%e the bloo%st$i
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Cle$i! )etho%s
Air &le$i!
it is reuire% *he the $re$ h$s b$%o%or' First, %irt )ust be re)o#e% fro)
the $re$, &le$ surf$&es, $% %isife&t'O+e the *i%o*s or e6h$usts to let thefresh $ir i $% the foul o%or out'Re)e)ber the &le$ $ir is o%orless'
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Cle$i! )etho%s
(et or %r" surf$&e &le$i!
7r" surf$&e &le$i! is $ +ro&ess ofre)o#i! %irt ol" b" the use of tools or
eui+)ets su&h $s broo), s&r$++er, %r")o+s, #$&uu) &le$er, +olisher, et&' *hile*t surf$&e &le$i! reuires the $%%itio of*$ter or other liui% solutios o the %irt
to!ether *ith the &le$i! tools su&h $sr$!s, s&ouri! +$%, brush, *et )o+, &$r+etsh$)+ooi! )$&hie or *$shi! )$&hies'
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Cle$i! )etho%s
($shi! te6tile )$teri$ls
Si)+l" refers to *$shi! of f$bri&)$teri$l' The )etho%s for *$shi! $re
wetting, rinsing, extracting anddrying.
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Cle$i! )etho%s
($ste se!re!$tio $% %is+os$l
It is esseti$l to 3ee+i! thee#iro)et &le$' The hotel +ro#i%es
f$&ilities for *$ste se!re!$tio $%%is+os$l'
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TYPES OF CLEA1I1.
CHAPTER D
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TYPES OF CLEA1I1.
.eer$l Cle$i!
It is %oe for $ll #$&$t roo)s *herei%ee+ &le$i! is ee%e% to restore $%
)$it$i its ori!i$l be$ut"' stri++i! of $ll *$sh$ble roo) liesu&h $s &urt$is, &ushio &o#ers, $%
&$r+et i the roo) &le$i! of &eili! #$&uu)i!
%oor, *$lls $% *i%o* &le$i!%usti!, *$shi!, #$&uu)i!
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TYPES OF CLEA1I1.
.eer$l Cle$i!
&le$i! of furiture, 6tures, $%$++li$&es #$&uu)i!, sh$)+ooi!,
%usti!, brushi!, +olishi! :oor &le$i! s&rubbi!, s&r$++i!,)o++i!, #$&uu)i!
setti! u+ the roo) $&&or%i! tost$%$r%'
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TYPES OF CLEA1I1.
Re!ul$r Cle$i! Che&3out ($sh $% %r" %ri3i! !l$sses
Cle$ ther)o 8u!
. Setti!u+ the roo) $&&or%i! to st$%$r%'
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TYPES OF CLEA1I1.
4$3eu+ Roo) O&&u+ie% Roo)
This is %oe to o&&u+ie% roo)s if the!uest reueste% &le$i!'
3o&3 rst before eteri!
stri+ tr$sh $% soile% lie
be%roo) &le$i! be% )$3i!,
%usti!, #$&uu)i! = %ust %oor fr$)e b$throo) &le$i! %isife&ti!,*$shi!, s&rubbi!, risi!, %r"i!
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TYPES OF CLEA1I1.
4$3eu+ Roo) O&&u+ie% Roo) Polish )irrors
Re+leish !uest su++lies
3it&he &le$i! li#i! $re$ &le$i!
%ii! $re$ &le$i!
setti! u+ the roo) $&&or%i! tost$%$r%
&he&3 if e#er"thi! is i or%er
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TYPES OF CLEA1I1.
1i!ht Tur 7o* Ser#i&e
A $&ti#it" of $ e#ei! roo) $tte%$t%oe fro) D+)G+)
tur %o* the be%
li!ht $ l$)+ e$r the be% = &lose the*i%o* &urt$i
ti%" u+ the be%roo) $% b$throo)
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TYPES OF CLEA1I1.
1i!ht Tur 7o* Ser#i&e
re+leish the $)eities i theb$throo)
&le$r the t$bles i the li#i! $% %ii!$re$s
&le$r the %ishes i the 3it&he si3
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HOTEL A4E1ITIES
CHAPTER
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PUBLIC AREA
Toilet tissue
F$&i$l tissue
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PUBLIC AREA
Liui% h$% so$+
H$% s$iti@er
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.UESTROO4
Co)+e%iu)
A &o)+rehesi#e &o)+il$tio of $ll thef$&ilities $% ser#i&es bei! o-ere% i
the hotel *hi&h )$" $lso &ot$ie#elo+e, st$tio$r", b$ll +e, +ost &$r%$% !uest &o))et for)'
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.UESTROO4
B$th ru! = b$th )$t
265
To +rote&t feet fro) &ol% :oor $%
+re#et sli+s
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.UESTROO4
B$th to*el
2? 6 l$r!e
2 6 ? st$%$r%
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.UESTROO4
H$% to*el
D 6 2D
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.UESTROO4
($sh &loth
2 6 2
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.UESTROO4
Bl$3et
Be% +$% +rote&ts the )$ttress fro)
st$is
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.UEST BATHROO4
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.UEST BATHROO4SUPPLIESTooth brush
Tooth +$ste
Floss
Sh$#er So$+
Cotto bu%s
Sh$)+oo9Co%itioer Lotio
Sho*er &$+
T$l& +o*%er
KITCHE1 A17 7I11ER
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KITCHE1 A17 7I11ER(ARES I&e bu&3et
Ther)o 8u!
7ri3i! !l$ss
Te$s+oo Co-ee )$3er
Cu+ $% s$u&er
OTHERS
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OTHERS
Sli++ers
Se*i! 3it
U)brell$
4ii refTele#isio
L$u%r" b$!
BibleTr$sh bi
H$!ers
Ashtr$"s
7 h
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7oor h$!ers
717 7o 1ot 7isturb
To ifor) e#er"bo%" es+e&i$ll" thehouse3ee+ers th$t the !uests %ot *ish tobe %isturbe%'
4$3eu+ )" roo)
To ifor) house3ee+ers th$t the !uest*$ts his roo) to be ser#i&e%'
Reuest for Re+$irs To ifor) house3ee+er th$t )$ite$&eser#i&e is ee%e% i the !uestroo)'
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CLEA1I1. TOOLSA17 EJUIP4E1T
Ch$+ter
A 4 i% C t T ll
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A' 4$i%s C$rt or Trolle"
Use% to sto&3 $!i#e u)ber oflie, eui+)et
$% su++lies toser#i&e $$llotte% u)berof roo)s'
4 i% C t A t
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4$i%s C$rt Arr$!e)et
Lo*er shelfHe$#ier ite)ssu&h $s be% +$%,
be% sheets $%be% s+re$%s'
4i%%le $%9orto+ shelf +illo*
sli+s $% b$thlie'
4 i% C t A t
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4$i%s C$rt Arr$!e)et
To+ tr$"9+ullouttr$" !uestsu++lies su&h $s
)$t&hes, l$u%r"b$!s / for)s,se*i! 3its b$ll+es, st$tio$r",
so$+, sh$)+oo,lotio et&'
4 i% C t A t
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4$i%s C$rt Arr$!e)et
Cle$i! )$teri$ls $re o to+ of the &$rt,$*$" fro) $" $)eities'
Cle$i! eui+)ets $re +l$&e% belo*
the tr$sh b$!'
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B Cl i T l
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B' Cle$i! Tools
H$% brush9 *his3brush use% forbrushi! %usts fro)
surf$&es'
B Cl i T l
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B' Cle$i! Tools
Cle$i! &lothuse% for *i+i!%ust $*$" fro)
surf$&es $%%r"i! u+b$throo) *$lls$% :oor tiles'
B Cle$i! Tools
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B' Cle$i! Tools
S+o!e use% for&le$i! +$ite%surf$&es, tiles $%
!l$ss )irrors to$#oi% bei!s&r$t&he%'
B Cle$i! Tools
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B' Cle$i! Tools
S&ouri! +$% use%for s&rubbi!+ur+oses'
B Cle$i! Tools
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B' Cle$i! Tools
Shoe +olish brushuse% for &le$i!$% shii! shoes'
B Cle$i! Tools
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B' Cle$i! Tools
Cob*eb brushuse% for &ob*ebs$% %irt fou% i
h$r% to re$&h $re$sli3e &eili!'
B Cle$i! Tools
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B' Cle$i! Tools
Lo! h$%le% Broo)this is use% for see+i!%ust'
B Cle$i! Tools
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B' Cle$i! Tools
Fe$ther %uster = use% for%usti! $*$" %irt il$)+ sh$%es, t$bles,
sof$s, et&' to $#oi%s&r$t&hi! the surf$&e'
B Cle$i! Tools
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B' Cle$i! Tools
4o+
B Cle$i! Tools
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B' Cle$i! Tools
Toilet bo*l brushuse% for &le$i!toilet bo*ls'
B Cle$i! Tools
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B' Cle$i! Tools
.$rb$!eb$!9lier = use%for u%erlii!
tr$sh bi or*$ste b$s3ets
B Cle$i! Tools
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B' Cle$i! Tools
Plu!er = use% for&lo!!e% toilet bo*ls b")e$s of *$ter
+ressure'
B Cle$i! Tools
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B' Cle$i! Tools
.lo#es use%to +rote&th$%s fro)
h$r)ful &$useof &he)i&$ls$% fro)b$&teri$'
B Cle$i! Tools
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B' Cle$i! Tools
($ri! si!9tr$>& &otrol%e#i&e use% to
ifor) !uests if:oor is sli++er" orif &o%u&ti! $&le$i! $&ti#it"'
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B Cle$i! Tools
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B' Cle$i! Tools
4o+ bu&3et *ith*ri!er use% tosuee@e out e6&ess
*$ter *he)o++i!'
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