Guestroom Cleaning Process PDF

GUESTROOM CLEANING PROCESS Room Attendant ◻ Room attendants are located in any tourism and hospitality business that provide accommodation to their guests. ◻ In many hotels and resorts, more people are employed as room attendants than any other front line position. Room Attenda...

GUESTROOM CLEANING PROCESS Room Attendant ◻ Room attendants are located in any tourism and hospitality business that provide accommodation to their guests. ◻ In many hotels and resorts, more people are employed as room attendants than any other front line position. Room Attendant ◻ Their role is to facilitate the comfort of guests ensuring their “home away from home” is clean, safe and presented in an appealing manner. Room Attendant ◻ Whilst their primary function is to clean they must also be friendly, informative, discreet and handle any requests or problems relating to the guest room. ◻ https://www.youtube.com/watch?v=c6b_c6UtgsU Areas of responsibility ◻ In summary they are responsible for: - Cleanliness of rooms - Overall appearance of rooms - Security of guest rooms - Privacy of guests. Briefing session ◻ Verify staff working ◻ Discuss up-coming information ◻ Discuss VIP‟s requirements ◻ Address room servicing problems ◻ Address complaints received by guests ◻ Identify up-coming training sessions ◻ Allocate rooms to individual staff for the shift. Room Assignment ◻ Room Assignments: After assembling supplies, the room attendant is ready to begin cleaning guestrooms. The order in which he/she cleans rooms will be determined by the room status report. A floor or shift supervisor uses information from the room status report to draw up room assignments for housekeeping personnel. ◻ Room assignments are generally listed according to room number and room status on a standardized form. The number of rooms assigned for a room attendant is based upon the property’s work standards for specific types of rooms and cleaning tasks. ◻ The room attendant uses the room assignment sheet to prioritize the workday and to report the condition of each assigned room at the end of the shift. After reviewing the assignment sheet, a room attendant will have a sense where he/she should begin cleaning. Room Assignment ◻ https://www.youtube.com/watch?v=2pxG12PlyLs Status of Room There are usually three types of rooms that need to be cleaned: - Check out rooms - Occupied rooms - Vacant rooms. Preparing to Clean ◻ Assembling Supplies: A room attendant requires a special tool to do his/her job. For the professional room attendant, these tools come in the form of the various cleaning supplies and equipment, linens, room accessories, and amenities that are necessary for preparing a guest’s room. ◻ In a sense, the room attendant cart could be regarded as a giant tool box stocked with everything necessary to do an effective job. A well-organized and well-stoked cart is a key to efficiency. It enables the room attendant to avoid wasting time looking for a cleaning item or making trips back to the linen room for more supplies. The specific amounts of items loaded onto a cart vary according to the types of rooms being cleaned, the amenities offered by the property, and, of course, the size of the cart itself. Preparing to Clean ◻ Stocking the cart: Carts are typically stored in the linen room along with the housekeeping supplies. In large properties, supplies are often centralized in a particular area and issued to room attendants each morning. Most carts have three shelves – the lower two for linen and the top for supplies. It is just as important not to overstock a cart, as it is not to understock. Overstocking increase the risk that some items will be damaged, soiled, or stolen in the course of cleaning. Preparing to Clean ◻ Items typically found on a room attendant’s cart include: - 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 Preparing to Clean https://www.youtube.com/watch?v=A4_MBrdCEYA Group Activity ◻ List major steps of guestroom cleaning process. ◻ Develop workflow and identify relevant materials and equipment. 1 2 3 4 ◻ Present to the audiences in front of the class. Cleaning the guestroom ◻ General Sequence for Guestroom Cleaning: Step 1 : Enter the guestroom Step 2 : Begin cleaning. Tidy and air out the room. Step 3 : Strip the bed Step 4 : Make the bed Step 5 : Dust the guestroom Step 6 : Clean the bathroom Step 7 : Vacuum Step 8 : Make the final check Step 9 : Close the door and make sure it is locked Step 10 : Note room status on assignment sheet and proceed to next room https://www.youtube.com/watch?v=ZtQzeM8ou_I Entering the guestroom https://www.youtube.com/watch?v=Rzo3wg_mZdU Entering the guestroom ◻ Guestroom cleaning begins the moment the room attendant approaches the guestroom door. It is important to follow certain procedures when entering the guestrooms that show respect for the guest’s privacy. ◻ When you approach a guestroom, first observe whether the guest has placed a “Do Not Disturb” sign on the door knob. Also, be sure to check that the door is not double- locked from the inside. If either condition exists, respect the guest’s wishes and return later to clean the room. Do Not Disturb Entering the Guestroom ◻ If this is not the case, knock on the door and announce “Housekeeping.” Never use a key to knock since it can damage the surface of the door. ◻ If a guest answers, introduce yourself and ask what time would be convenient to clean the room. Note the time on your room status sheet or schedule. ◻ If no answer is heard, wait a moment, knock again, and repeat “Housekeeping.” ◻ If there is still no answer, open the door slightly and repeat “Housekeeping.” ◻ If the guest does not respond after this third announcement, you can be fairly certain that the room is empty and can begin to enter. Entering the Guestroom ◻ However, just because a guest doesn’t answer, doesn’t always guarantee that a guest is not in the room. Sometimes, the guest may be sleeping or in the bathroom. If this is the case, you should leave quietly and close the door. Should the guest be awake, excuse yourself, explain that you can come back later, discreetly close the door, and proceed to the next room. Entering the Guestroom (Summary) ◻ Entering the Guestroom (Summary) - Check the room status; C heck for a “Do Not Disturb” sign. Do not knock if a sign is on the door. - Announce presence. Knock firmly and say “Housekeeping.” Do not use a key to knock on the door. - Wait for a response. If you don’t hear an answer, knock again and repeat “Housekeeping.” - Wait a second time for a response. If you still do not receive an answer, open the door slightly and repeat “Housekeeping.” Beginning Tasks ◻ Most room attendants begin their system of cleaning by airing out and tidying up the guestroom. After entering the room, turn on all the lights. This makes the room more cheerful, helps you see what you are doing, and allows you to check for light bulbs which need to be replaced. Draw back the draperies and check the cords and hooks for any damage. Turn on the air conditioning and heater to make sure they are working properly and are set according to property standards. Beginning Tasks ◻ Next take a good look at the condition of the room. Make note of any damaged or missing items such as linens or wastebaskets. If anything of value is gone or if something needs repair, notify your supervisor. ◻ Remove or replace dirty ashtrays and glasses. Always make sure that cigarettes are fully extinguished before dumping them in the appropriate container. As you replace the ashtrays, be sure to replenish matches. Collect any service trays, dishes, bottles, or cans that might be scattered around the room. Beginning tasks ◻ Empty trash and replace any wastebasket liners. ◻ Never throw out anything in an occupied room unless it is in the wastebasket. ◻ In rooms where the guest has checked out, visually scan the room and check the dresser drawers for personal items, which may have been left behind. Report these items to your supervisor, or hand them in to the lost and found depending on the hotel’s policy. Stripping the bed ◻ Remove any clothing or personal items from the bed ◻ Remove the bedspread and blanket and place them on a chair ◻ Check the bedspread and blanket for stains, tears, or holes. Replace if necessary ◻ Remove cases from pillows. Place the pillows aside with the bedspread and blanket ◻ Remove the sheets ◻ Put soiled linen into the dirty linen bag on the cart ◻ Check under the bed for trash or guest items. Remove them to a convenient place. Bed Making https://www.youtube.com/watch?v=lswLd8Cg-as Making the bed ◻ Step 1:Strip the bed ◻ Step 2Check the mattress pad for stains and damage. ◻ Step 3:Change the mattress pad if necessary: -Lay a fresh pad on the bed. -Unfold pad right-side up and spread it evenly over the center of the bed. -smooth out any wrinkles ◻ Step 4:Notify your supervisor if you note stains or damage to the mattress. ◻ Step 5:Center the bottom sheet right side-up on the mattress, there should be equal amounts of sheet hangover each side of the bed. ◻ Step 6:Miter the bottom sheet at the upper corner of the bed. ◻ Step 7:Miter the bottom sheet at the lower corner of the bed. ◻ Step 8:At the head of the bed, place the second sheet on the bed, wrong side up. Making the bed ◻ Step 9:Place the blanket on top of the second sheet about 6 to 8 inches. ◻ Step 10:Place the top sheet, two inches over the blanket, and then fold the two inches inside the blanket to have a neat look appearance. ◻ Step 11:Turn the second sheet over the top sheet and blanket. Tuck the sheets on the sides. ◻ Step 12:Miter the top sheet, second sheet and blanket at the lower corners of the bed. ◻ Step 13:Tuck in top sheet, second sheet and blanket along the sides of the bed. ◻ Step 14:Make sure the second sheet, blanket and top sheet are tucked in neatly along the sides and foot of the bed. ◻ Step 15:Center the bedspread. Make sure the seams and patterns of the spread are straight. ◻ Making the bed ◻ Step 16: Fold the bedspread down from the head, leaving enough room to cover the pillows. ◻ Step 17:Slip the cases over the pillows. ◻ Step 18:Place the pillows at the head of the bed and bring the bedspread over them. Tuck in the bedspread beneath the pillows. ◻ Step 19:Take a moment to check the bed for smoothness both up close and from a distance. Smooth out any wrinkles. ◻ https://www.youtube.com/watch?v=U3tc2erTnRk Dusting https://www.youtube.com/watch?v=x3I9ThaJdSo Dusting ◻ Step 1:Using a cloth sprayed with dusting solution, dust items located on walls or high off the floor. Work clockwise around the room. ◻ Step 2: Dust and polish mirrors. Spray glass cleaner on a clean cloth and wipe down the mirror. ◻ Step 3:Check the windows carefully. Clean with glass cleaner if necessary. ◻ Step 4:Dust the windowsill. ◻ Step 5:Dust and polish the dresser. Open the drawers and dust the inside surfaces. ◻ Step 6:Dust the nightstand. Start with the top surface and work your way down the sides to the legs or base. ◻ Step 7:Clean and dust the telephone. Check proper operation by picking up the receiver and listening for the dial tone. Use spray disinfectant on the mouthpiece and earphone (optional). Disinfectant Dusting ◻ Step 8:Dust the top and sides of the television set and the stand it rests on. ◻ Step 9: Clean the front of the television set with glass cleaner. Turn on the set to make sure it works properly, and then turn it off. ◻ Step 10: Dust any tables, beginning with top surface and working your way down to the base and legs. ◻ Step 11:Dust wood or chrome surfaces on chairs, beginning at the top and working your way down the legs. ◻ Step 12:Clean both sides of the connecting door to an adjoining guestroom, if applicable. Wipe from top down.  Polish the knobs and remove any smudges around the knob area. When finished, make sure the door is closed and locked. ◻ Step 13: Clean the closet: Dust both the top and underside of the closet shelf. Remove any smudges on the surfaces.  Wipe down the closet rod. Dust hangers and hooks. Clean and dust both sides of the closet door. ◻ Step 14:Wipe down light switches and clean any smudges on surrounding wall area. ◻ Step 15:Clean both sides of the guestroom door. ◻ Step 16: Restock the room with guest supplies. Cleaning the bathroom ◻ Step 1:Turn on lights and fan. Replace any burned out light bulbs. Check fan for proper operation. ◻ Step 2:Remove used towels, washcloths, and bath mat. ◻ Step 3:Empty trash and wipe container. ◻ Step 4:Flush the toilet. Apply all- purpose cleaner around and under the lip of the bowl. Let it stand while you attend to other cleaning tasks. Cleaning the shower area ◻ Check the shower head to make sure it is positioned correctly. Wash the tub or shower walls and soap dishes using a damp cloth and all- purpose cleaner. Check condition of walls as you clean. Rinse the tub or shower walls and soap dishes with sponge ◻ Clean both sides of the shower curtain or shower door. Pay special attention to the bottom where mildew may accumulate. Wipe dry. Clean shower curtain rod or clean the tracks and frame of the shower door. Cleaning the shower area ◻ Clean bathtub fixtures. Polish dry to remove water spots. Hang clean bath mat over edge of the tub. Reposition shower curtain or shower door to the center of the tub. https://www.youtube.com/watch?v=S5kH4CFiCoU Cleaning the vanity and sink area: ◻ Clean mirror with glass cleaner ◻ Run some warm water into the sink. Add the correct amount of all-purpose cleaner. ◻ Clean the countertop area of the vanity. ◻ Clean the sink. Remove drain trap and clean. ◻ Clean sink fixtures. Polish dry to remove water spots. ◻ Wipe dry the countertop area of the vanity. Cleaning the toilet ◻ Scrub the insides of the toilet and under the lip with the bowl brush. Flush. ◻ Using cleaning solution and a cloth, clean the top of the seat, the lid, the tank, and the outside of the bowl. ◻ Wipe dry all the outside surfaces. ◻ Close the lid Cleaning bathroom walls and fixtures ◻ Clean bathroom walls and fixtures: ◻ Dust light fixtures. ◻ Using a clean damp cloth, spot-clean fingerprints and smudges. Wipe down all electrical outlets and light switches, paying close attention to the surrounding wall area. ◻ Wipe and polish towel bars. ◻ Dust all exposed piping. ◻ Clean both sides of the bathroom door. Restocking bathroom supplies ◻ Replenish the towels. ◻ Replenish guest amenities. ◻ Replenish toilet and facial tissue supplies. Cleaning the floor ◻ Spray bathroom floor and baseboards with all-purpose cleaning solution. ◻ Starting with the farthest corner and working your way toward the door, scrub the floor and wipe baseboards. ◻ Make the final check Visually scan all the areas of the bathroom for areas you may have overlooked. Turn off the lights and the fan. Vacuuming and Cleaning Baseboards ◻ Step 1:Clean the baseboards. Begin in the closet area and work your way around the room. Wipe all exposed area of the baseboard to remove surface dust and dirt. ◻ Step 2: Take a vacuum sweeper or broom to sweep large dirt. Sweep also sides of the room and under furniture to where vacuum cannot reach. This way the dirt that cannot be reached by the vacuum will be picked up immediately and/or center the dirt so to possibly reach by the vacuum. ◻ Step 3:Take vacuum to the farthest corner in the guestroom. Begin vacuuming. Take care not to bump furniture or even dragging the vacuum over its cord. Vacuum side to side. ◻ Step 4:Vacuum your way back to the door. Cover all exposed areas of the carpet you can reach including under tables and chairs, behind the door, and in the closet. ◻ Step 5: Close windows and turn off lights along the way. Vacuuming and Cleaning Baseboards ◻ https://www.youtube.com/watch?v=A1uXDK2sdkw Final Check ◻ The final check is a critical step in guestroom cleaning. It makes the difference between just cleaning the room and doing a professional job. ◻ After reloading your vacuum and cleaning supplies on your cart, take a few moments to give the room a careful look from the guest’s perspective, Start at one point from one point in the room and trail your eyes in a circular fashion from one corner to the next until you have visually inspected each item. By doing so, you may discover something you overlooked or that was difficult to spot on the first cleaning. Final Check ◻ Make sure that all the furnishings are back in their proper places. Look for little things like making sure the lampshades are straight and their seams are turned toward the back. Smell the air for any unusual odors. If you detect any unpleasant smells, report them to your supervisor. Spray air freshener if needed. Remember that your last look is the guest’s first impression. When you are satisfied that the guestroom is neat and thoroughly cleaned, turn off the lights, close the door, and check to see that it is locked. Note the condition and status of the room on your assignment sheet, and proceed to the next room on your schedule. Turndown Service ◻ Step 1:See procedure for entering the guestroom. When announcing your presence, substitute “Turndown Service” for “Housekeeping.” ◻ Step 2:Remove any guest items from the bed. Set neatly aside on the dresser or a chair. ◻ Step 3:Pull back the bedspread so 15 to 18 inches hangs over the foot of the bed. ◻ Step 4: Pull back the sheets. For a bed sleeping one guest, turn down the sheets on one side only, usually the side near the night stand or phone. For a bed sleeping two, turn down the sheets on both sides. Turndown Service Turndown Service ◻ Step 5:Place the amenity on the pillow. For beds sleeping two, be sure to leave amenity on both pillows. ◻ Step 6: Remove and replace dirty ashtrays. Replenish matches. ◻ Step 7:Remove and replace dirty glasses. ◻ Step 8:Collect any food service trays and dishes. Set items neatly outside the door. Call room service for pickup. ◻ Step 9:Empty the trash and replace wastebasket liners. ◻ Step 10:Straighten newspapers and magazines. Turndown Service ◻ Step 11:Remove dirty linen in bathroom. Restock with fresh linen. ◻ Step 12:Straighten and wipe down vanity area. Dry and polish fixtures. ◻ Step 13:Straighten and wipe down tub area if necessary. Dry and polish fixtures. ◻ Step 14:Check toilet and facial tissue supply. Replenish if necessary. ◻ Step 15:Close the drapes Turndown Service ◻ Step 16:Turn on bedside lamp. ◻ Step 17:Turn radio to recommended easy listening station. Adjust to a low volume. ◻ Step 18:Visually scan the guestroom, beginning at one point in the room and working your way back to the beginning point. Attend to any turndown task you may have overlooked. ◻ Step 19:Leave the room and close the door. Check to be sure it is locked. Turndown Service Close Shift ◻ Return work allocation sheets ◻ Complete reports and other documentation ◻ Return keys. Equipment and Supplies ◻ Housekeeping trolley ◻ Vacuum cleaner ◻ Mops ◻ Brooms and brushes ◻ Buckets. ◻ Protective gloves ◻ Housekeeping uniform ◻ Cloths ◻ Warning signs ◻ Dust pan. Cleaning and chemical supplies ◻ Polishes ◻ Detergents ◻ Glass cleaner ◻ Multi-purpose cleaners ◻ Stainless steel cleaners and Leather cleaners. ◻ Porcelain and ceramic cleaners ◻ Toilet and urinal cleaners ◻ Dishwashing detergent ◻ Sanitizers ◻ Disinfectants ◻ Deodorizers and air sprays ◻ Pest control sprays and similar. Policies and procedures ◻ Each organization will have its own policies and procedures. ◻ Their main provision is to ensure the health, safety, security and privacy of the organization, staff and customers. ◻ Policy – rule or code of conduct ◻ Procedure – step by step instruction. Examples of housekeeping policies ◻ No stealing ◻ Guest room doors cannot be closed whilst cleaning ◻ Protective clothes to be worn when cleaning ◻ Confidentiality of guest information Examples of housekeeping procedures ◻ Accessing a room ◻ Making a bed ◻ Cleaning a window ◻ Cleaning a bathroom ◻ Mopping a floor ◻ Handling lost property Q&A