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Questions and Answers
What is the correct order for dusting surfaces in a guestroom?
What is the correct order for dusting surfaces in a guestroom?
Which step is involved in cleaning the bathroom after checking the fan?
Which step is involved in cleaning the bathroom after checking the fan?
What should be done after wiping down the closet's top shelf?
What should be done after wiping down the closet's top shelf?
When cleaning the sink area of the vanity, what should you do first?
When cleaning the sink area of the vanity, what should you do first?
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How should you approach dusting the television set?
How should you approach dusting the television set?
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What is the recommended method for cleaning the shower door?
What is the recommended method for cleaning the shower door?
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Which procedure is NOT part of the closet cleaning process?
Which procedure is NOT part of the closet cleaning process?
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What should be done after cleaning the shower area?
What should be done after cleaning the shower area?
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What should be done if stains or damage are noted on the mattress during bed making?
What should be done if stains or damage are noted on the mattress during bed making?
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How should the bottom sheet be positioned on the mattress?
How should the bottom sheet be positioned on the mattress?
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What is the recommended approach for dusting items located on walls or high surfaces?
What is the recommended approach for dusting items located on walls or high surfaces?
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What is the correct way to fold the top sheet over the blanket?
What is the correct way to fold the top sheet over the blanket?
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During dusting, which step is essential for maintaining mirrors?
During dusting, which step is essential for maintaining mirrors?
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What is the purpose of mitering the top sheet and blanket at the lower corners?
What is the purpose of mitering the top sheet and blanket at the lower corners?
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Which of the following is a step to ensure the pillows are properly placed on the bed?
Which of the following is a step to ensure the pillows are properly placed on the bed?
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What is the final check you should perform after making the bed?
What is the final check you should perform after making the bed?
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What is the primary purpose of visually inspecting the room from a guest's perspective?
What is the primary purpose of visually inspecting the room from a guest's perspective?
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When performing the turndown service for a bed sleeping two guests, what should you do with the sheets?
When performing the turndown service for a bed sleeping two guests, what should you do with the sheets?
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Which step is essential when ensuring the guestroom is neat after cleaning?
Which step is essential when ensuring the guestroom is neat after cleaning?
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What should be done with dirty glasses during turndown service?
What should be done with dirty glasses during turndown service?
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What is the first action to take upon entering the guestroom for turndown service?
What is the first action to take upon entering the guestroom for turndown service?
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How should the bedspread be arranged during the turndown service?
How should the bedspread be arranged during the turndown service?
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Which task is NOT part of the room inspection protocols after cleaning?
Which task is NOT part of the room inspection protocols after cleaning?
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What should you do with the trash during the turndown service?
What should you do with the trash during the turndown service?
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What should be checked before entering a guestroom to ensure privacy is respected?
What should be checked before entering a guestroom to ensure privacy is respected?
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What action should be taken if there is no response after knocking twice and announcing 'Housekeeping'?
What action should be taken if there is no response after knocking twice and announcing 'Housekeeping'?
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What should be done if a guest responds while entering their room?
What should be done if a guest responds while entering their room?
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What is the appropriate way to announce your presence when approaching a guestroom?
What is the appropriate way to announce your presence when approaching a guestroom?
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If a 'Do Not Disturb' sign is observed on the door, what should you do?
If a 'Do Not Disturb' sign is observed on the door, what should you do?
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What should you do if you knock on a guestroom door and receive no answer?
What should you do if you knock on a guestroom door and receive no answer?
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What should be observed about the door before entering the guestroom?
What should be observed about the door before entering the guestroom?
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What is a critical step to take after confirming a room is empty and entering?
What is a critical step to take after confirming a room is empty and entering?
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What is the primary responsibility of a room attendant?
What is the primary responsibility of a room attendant?
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Which of the following is NOT typically part of a room attendant's responsibilities?
Which of the following is NOT typically part of a room attendant's responsibilities?
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How are room assignments for cleaning determined?
How are room assignments for cleaning determined?
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What is included in the briefing session for room attendants?
What is included in the briefing session for room attendants?
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Which types of rooms are typically prioritized for cleaning?
Which types of rooms are typically prioritized for cleaning?
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What element is essential when preparing for cleaning a guestroom?
What element is essential when preparing for cleaning a guestroom?
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Which characteristic is important for a room attendant to possess while performing their duties?
Which characteristic is important for a room attendant to possess while performing their duties?
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What is the purpose of reviewing the room assignment sheet?
What is the purpose of reviewing the room assignment sheet?
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What is the first step a room attendant should take when entering a guestroom?
What is the first step a room attendant should take when entering a guestroom?
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What should a room attendant do with personal items found left behind in a room?
What should a room attendant do with personal items found left behind in a room?
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When should a room attendant ensure that cigarettes are fully extinguished?
When should a room attendant ensure that cigarettes are fully extinguished?
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What action should be taken if a mattress pad shows signs of stains or damage?
What action should be taken if a mattress pad shows signs of stains or damage?
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What should room attendants do with soiled linens?
What should room attendants do with soiled linens?
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Why is it important to check the air conditioning and heater in a room?
Why is it important to check the air conditioning and heater in a room?
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What should a room attendant NOT do when cleaning a room that is still occupied?
What should a room attendant NOT do when cleaning a room that is still occupied?
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What is the best method for inspecting the room before cleaning it?
What is the best method for inspecting the room before cleaning it?
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What should be done first when cleaning the bathtub fixtures?
What should be done first when cleaning the bathtub fixtures?
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When dusting surfaces, which area should be addressed last?
When dusting surfaces, which area should be addressed last?
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What is the correct procedure after removing smudges around a knob?
What is the correct procedure after removing smudges around a knob?
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During the cleaning of a guestroom door, what should be done after cleaning both faces?
During the cleaning of a guestroom door, what should be done after cleaning both faces?
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What is the primary action to take after cleaning the mirror in the vanity area?
What is the primary action to take after cleaning the mirror in the vanity area?
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What should be applied around and under the toilet bowl during cleaning?
What should be applied around and under the toilet bowl during cleaning?
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Which task is essential to perform after cleaning the shower walls?
Which task is essential to perform after cleaning the shower walls?
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In what order should the light switches and surrounding wall area be cleaned?
In what order should the light switches and surrounding wall area be cleaned?
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What is the correct method for positioning the second sheet on the bed?
What is the correct method for positioning the second sheet on the bed?
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Which step is required before mitering the bottom sheet at the upper corner of the bed?
Which step is required before mitering the bottom sheet at the upper corner of the bed?
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How should the blanket be placed on the bed in relation to the second sheet?
How should the blanket be placed on the bed in relation to the second sheet?
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What should be the position of the bedspread after it is centered on the bed?
What should be the position of the bedspread after it is centered on the bed?
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Which of the following is a correct sequence in the dusting process?
Which of the following is a correct sequence in the dusting process?
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What should be done after dusting and polishing mirrors?
What should be done after dusting and polishing mirrors?
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When mitering the top sheet and blanket at the lower corners, which step should be completed prior?
When mitering the top sheet and blanket at the lower corners, which step should be completed prior?
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What is the role of the dusting solution cloth during the cleaning process?
What is the role of the dusting solution cloth during the cleaning process?
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What is the first step in cleaning the bathroom toilet?
What is the first step in cleaning the bathroom toilet?
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What should be done to the towel bars during bathroom cleaning?
What should be done to the towel bars during bathroom cleaning?
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In which order should you sweep and vacuum the room?
In which order should you sweep and vacuum the room?
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Which of the following is NOT part of the final check in guestroom cleaning?
Which of the following is NOT part of the final check in guestroom cleaning?
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What is the correct method for cleaning the bathroom floor?
What is the correct method for cleaning the bathroom floor?
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Which item should NOT be included during restocking of bathroom supplies?
Which item should NOT be included during restocking of bathroom supplies?
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What cleaning action involves using a damp cloth in the bathroom?
What cleaning action involves using a damp cloth in the bathroom?
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Which of the following steps should be emphasized when vacuuming a guestroom?
Which of the following steps should be emphasized when vacuuming a guestroom?
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Study Notes
Guestroom Cleaning Process
- Room attendants work in any hospitality business that offers guest accommodations.
- Room attendants are the largest front-line position in many hotels and resorts.
- Their role is to ensure guest comfort by maintaining a clean, safe, and appealing "home away from home."
Areas of Responsibility
- Maintaining cleanliness within guest rooms.
- Ensuring the overall appearance of guest rooms.
- Guaranteeing the security of guest rooms.
- Respecting guest privacy.
Briefing Session
- Verifying staff availability.
- Discussing upcoming information.
- Addressing guest room servicing problems.
- Addressing guest complaints.
- Identifying upcoming training sessions.
- Assigning rooms to staff members for a shift.
Room Assignment
- Room assignments are based on room number and status, recorded on standardized forms.
- Room assignments prioritize tasks based on work standards and the type of room being cleaned.
- Room attendants use the assignment sheet to guide their tasks for the day, noting room conditions at the end of their shift.
- The order of cleanliness is dictated by room status reports.
Status of Room
- Three types of rooms are usually cleaned: check-out, occupied, and vacant.
Preparing to Clean
- Tools vary and include cleaning supplies, equipment, linens, amenities, and room accessories.
- Room attendant carts are regarded as essential toolboxes; well-stocked carts promote efficiency.
- Efficient cart organization minimizes time spent searching for supplies.
- Overstocked carts lead to increased risk of damage or loss of supplies.
Items Found on a Room Attendant's Cart
- Clean sheets, pillowcases, and mattress pads.
- Clean towels and washcloths.
- Clean bath mats.
- Toilet and facial tissue.
- Fresh drinking glasses.
- Soap bars.
- Clean ashtrays and matches.
Group Activity
- Listing major steps in the guestroom cleaning process.
- Developing workflow and identifying relevant materials and equipment.
- Presenting the findings to the audience.
Cleaning the Guestroom
- General sequence for guestroom cleaning:
- Entering the guest room
- Initial tidying and airing out
- Stripping the bed
- Making the bed
- Dusting the guest room
- Cleaning the bathroom
- Vacuuming
- Final check
- Locking the door
- Noting room status
- Proceeding to the next room
Entering the Guestroom
- Cleaning begins when the attendant approaches the door.
- Observe if a "Do Not Disturb" sign is present or if the door is double-locked.
- If a guest is present or otherwise unavailable, knock and announce "Housekeeping."
- If no response, try again later.
Beginning Tasks
- Airing out and tidying the guestroom.
- Turning on the lights.
- Making note of damaged or missing items.
- Removing and replacing dirty items.
- Collecting any scattered items.
- Emptying the trash and replacing liners.
- Visually scanning for personal items and reporting to the supervisor or lost and found.
Stripping the Bed
- Removing clothing and personal items.
- Placing bedspread and blanket on a chair.
- Checking for and replacing stained/damaged items.
- Removing pillow cases and placing pillows aside.
- Removing sheets and placing in the appropriate place.
- Putting soiled linen in the designated bag.
- Checking under the bed for stray items.
Bed Making
- Following specific steps for arranging the bed.
- Checking the mattress pad, adjusting as needed.
- Positioning and tucking sheets.
- Placing blankets of correct size.
- Making sure all pieces of the bed look neat, and arranging the bedspread accordingly.
- Arranging and centering the bed spread.
Dusting
- Dusting all items in a room in a clockwise motion.
- Dust and polishing mirrors and windows.
- Cleaning windows and window sills.
- Cleaning the surface of the dresser.
- Dusting inside dresser drawers.
- Dusting the top of the nightstand and working your way down.
- Cleaning surfaces for phones. Checking the dials for proper use.
- Cleaning the top and sides of the television, including the stand.
- Cleaning closet shelves and hangers, cleaning inside and outside of the closet door.
- Completing steps on cleaning light switches.
- Cleaning both sides of the room door.
Disinfectant
- Use appropriate disinfectant.
Cleaning the Bathroom
- Turning on lights and fan and replacing burned-out light bulbs.
- Removing used towels, washcloths, and bath mats.
- Emptying the trash and wiping down the container.
- Flushing the toilet and applying all-purpose cleaner to the bowl, allowing time to work.
Cleaning the Shower Area
- Inspecting the shower head for correct positioning.
- Cleaning the shower walls, tub, and soap dishes with a damp cloth and all-purpose cleaner.
- Rinsing the walls and tub with a sponge, paying attention to the bottom where mildew might grow.
- Wiping the tub, shower curtain, and shower door dry.
- Cleaning the shower curtain rod and shower door tracks and frame.
Cleaning the Vanity and Sink Area
- Cleaning the mirrors with glass cleaner.
- Running warm water into the sink.
- Adding all-purpose cleaner in a correct amount.
- Cleaning the vanity countertop.
- Cleaning, removing the drain trap and cleaning the sink.
- Cleaning the sink fixtures, wiping to remove moisture.
- Wiping down the counter.
Cleaning the Toilet
- Scrubbing the inside of the toilet.
- Cleaning the top of the toilet seat, the seat lid, the toilet tank, the outside of the bowl.
- Wiping dry.
- Closing the lid.
Cleaning Bathroom Walls and Fixtures
- Dusting light fixtures.
- Spot cleaning fingerprints and smudges.
- Wiping down electrical outlets and light switches, paying attention to the walls' surrounding area.
- Wiping and polishing towel bars.
- Dusting exposed piping.
- Wiping down both sides of the bathroom door.
- Cleaning mirrors and other surfaces.
Restocking Bathroom Supplies
- Replenishing towels.
- Replenishing guest amenities.
- Resupplying toilet and facial tissue.
Cleaning the Floor
- Spraying the bathroom floor and baseboards with all-purpose cleaning solution.
- Scrubbing the floor and baseboards from a corner and moving towards the exit.
- Using a vacuum or broom to sweep large debris and any remaining dirt or dust.
- Checking to ensure all dirt has been removed completely.
Vacuuming and Cleaning Baseboards
- Cleaning the baseboards.
- Vacuuming floors and baseboards.
- Following a set path while working.
Final Check
- Checking the room for completeness from the guest's perspective
- Reporting damage or defects to a supervisor.
- Ensuring all furnishings are correctly positioned.
- Looking for unusual odors and addressing as needed.
- Checking the room for cleanliness and confirming it's in proper use.
Turndown Service
- Entering the room and announcing the intent as 'Turndown service' not 'Housekeeping'.
- Removing any guest items from the bed and placing neatly on a chair or dresser,
- Adjusting bedspread so 15-18 inches hang over the foot of the bed.
- Pulling back sheets on one side.
- Turning sheets down on both sides.
- Setting items to the side of the bed.
- Returning items to their proper place.
- Placing amenities on the pillows, and replenishing other amenities.
- Checking for cleanliness and defects.
Close Shift
- Returning work allocation sheets.
- Completing reports and documentation.
- Returning keys.
Equipment and Supplies
- Listing of equipment for cleaning, including a trolley and all supplies necessary.
Cleaning and Chemical Supplies
- Detailed list of necessary chemicals and cleaning products.
Policies and Procedures
- Each organization sets its own cleaning and work policies.
- Policies ensure health, safety, security, and privacy for staff and guests.
- Policies are rules of conduct; procedures detail step-by-step instructions.
Examples of Housekeeping Policies
- No stealing.
- Guest room doors cannot be left closed while cleaning.
- Protective clothing to wear while cleaning guestrooms.
- Confidentiality of guest information.
Examples of Housekeeping Procedures
- Room access.
- Making the bed.
- Cleaning windows.
- Cleaning bathrooms.
- Mopping floors.
- Handling lost property.
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Description
This quiz explores the guestroom cleaning process and responsibilities of room attendants in hospitality settings. Learn about the importance of maintaining cleanliness, ensuring guest security, and handling guest complaints effectively.