TOPIC 6:
FLOOR PANTRY
1.1 Location, layout and
essential features.
1.2 Room Attendant’s Trolley
·
Structure with illustration
·
Parking procedures
CLEANING OF
GUESTROOMS
Chapter Outline:
1.1 Preparing to clean room
1.2 Procedure in cleaning a
guest room
·
Check-out
·
Occupied/ Stay Over
·
Vacant
·
Evening Turn down
1.3 Closing down
1.4 Standard guest supplies
·
Ordinary and VIP rooms
·
Guest Special Request amenities
1.5
Periodic and Spring Cleaning in guest rooms.
Objectives:
At
the end of this topic, you must be able to:
·
Discuss the preparation before cleaning guest rooms, i.e., the opening
duties of a room attendant.
·
Enumerate the steps followed in guest room cleaning and explain the
procedure followed in each step.
·
Differentiate the procedures followed in rooms of different status.
·
Discuss turn down service.
·
Recount closing down steps.
·
List the supplies placed in guest rooms, additional supplies kept in
VIP rooms and special request amenities.
·
List periodic cleaning tasks and discuss the procedures followed.
·
Recount the steps followed in Spring cleaning.
Introduction
No other feature or service provided by a property
will impress the guest more than a spotlessly clean and comfortable
guestroom. After all, the guestroom is
the main product that a property sells.
Housekeeping plays a greater role than any other department in ensuring
that this product meets the conditions that guests need and expect.
To maintain the standards that keep guests coming
back, room attendants must follow a series of detailed procedures for guestroom
cleaning. A systematic approach can save
time and energy - and reduce frustration.
In this respect, room cleaning procedures not only ensure quality for
the guest, but ensure efficiency and satisfaction for the employee performing
the task.
The sequence of room cleaning consists of
preparatory steps, actual cleaning tasks, and a final check. Room inspections are also an integral part of
the overall process of guestroom cleaning.
1.1
Preparing to Clean
In most properties, the room attendant's workday
begins in the housekeeping desk/control room.
§
Reports to work at the desk
§
Receives room assignments, room status reports and keys.
§
In the floor pantry, the room attendant assembles and organizes the
trolley with required linen, guest supplies and cleaning supplies.
The order in which he/she cleans rooms will be
determined by the room status report. Usually departure rooms are cleaned first
so that the rooms are made ready for sale at the earliest. However, occupied
rooms may be done earlier, if the guest requests. Rooms blocked for arrivals
are cleaned before the expected arrival time. Rooms with DND and DL are not
disturbed until 2 o’clock. A call may be made to such rooms after 2p.m. to
check if the room could be cleaned. Many hotels have a policy whereby, no room is left unattended more than 24 hours.
1.2 Cleaning
the Guestroom
To be most effective, guestroom cleaning should
follow a logical progression from actually entering the guestroom to the final
check and departure.
1. Entering the
Guestroom: It is important to follow certain procedures when entering the guestroom that show respect for the
guest's privacy. When approaching a guestroom, first observe whether the guest
has placed a "Do Not Disturb" sign on the 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. 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 that time on your status sheet or
schedule. If no answer is heard, wait a
moment, knock again, 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.
However, just because a guest does not answer does not
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.
When you do finally enter, position your cart in
front of the open door with the open section facing the room. Doing so serves a triple purpose: it gives
you easy access to your supplies, blocks the entrance to intruders, and, in the
case of stayovers, alerts returning guests of your presence. If the guest does return while you are
cleaning, offer to finish your work later.
Also, make sure that it is, in fact, the guest's room, by checking
his/her room key. This is done for
security purposes to prevent unauthorized persons from entering the room.
2. Air the room. Draw back the draperies and check
the cords and hooks for any damage. Open
the windows so the room can air out while you are cleaning. Check the air conditioning and heater to make
sure they are working properly and are set according to property standards.
3. 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. 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.
4. Remove or replace dirty trays, bottles, dishes,
ashtrays, newspapers and glasses. Call room service for pickup. Empty the trash and replace any wastebasket
liners. In occupied rooms, straighten
any newspapers and magazines. Never throw
out anything in an occupied room unless it is in the wastebasket.
5. Make the bed. It is important to start
here-especially in stayover rooms. If
the guest returns while you are elsewhere in the room, the freshly made bed
will give the room a neat appearance - even if other areas have not been
touched. In check-out rooms, some
properties recommend that you strip the bed shortly after entering and remake
it near the end of your cleaning. This
way the bed has a chance to air out.
Before you begin, remove any personal items from the
bed and place them aside. Remove the bedspread and blanket and place them on a
chair to keep them clean and free from dust and dirt. If the blanket or bedspread is dirty - or if
you notice any holes or tears - be sure to replace it. Strip the bed of dirty linen and place the
pillows on the chair with the bedspread and blanket.
Once the bed is stripped, you should check the
mattress pad and the mattress. Make a
note to inform your supervisor if the mattress shows any stains, burns, or
damage. If the mattress pad needs
changing, remove the old pad and lay a fresh one.
The most efficient way of making a bed is to
completely finish one side before beginning on the next. This system saves time walking back and forth
around the bed.
i.
Place the bottom sheet on the mattress and mitering that sheet on both
the sides.
ii.
Place the second sheet on the bed, wrong-side up. This sheet must reach
up to the head end. Then, place the
blanket on top of the sheet, approximately 6” below.
iii.
Place the nightspread over the blanket. The top part of the nightspread
should be in line with the second sheet.
iv.
Tuck the nightspread under the blanket at the head end.
v.
Turn the second sheet over the blanket and nightspread, and turn it
once more.
vi.
Tuck this fold under the mattress.
vii.
Tuck the sheets and blanket at the foot end and miter the corners
neatly.
viii.
Move around the bed to smoothen out wrinkles.
ix.
Center the bedspread evenly and unfold over the bed leaving enough room to cover the
pillows. Fluff the pillows and put on
the pillowcases Pull the bedspread over the pillows and tuck in the
bedspread.
6. Dusting: requires a systematic and orderly
approach for efficiency and ease. Work
clockwise or anti-clockwise around the room.
This reduces the chance of overlooking a spot. In all cases, begin with the highest surfaces
so that dust does not fall on the items you have already cleaned. If your property uses a dusting solution, spray
a light amount into the dust cloth. As a
general rule, the following should be dusted and/or polished:
f Picture frames
f Mirrors
f Headboards
f Lamps, shades, and light
bulbs
f Bedside tables
f Telephone
f Windowsills
f Window and sl;iding glass
door tracks (if applicable)
f Dresser - including inside
the drawers
f Television and stand
f Chairs
f Closet shelves, hooks and
clothes rod
f Top of doors, knobs, and
sides
f Air conditioning and heating
units, fans, or vents.
Finally, check the walls for spots and marks and
remove any smudges with a damp cloth and all purpose cleaning solution.
Some
properties also use a special cleaner or disinfectant for telephone
surfaces.
7. Replenish supplies: As you dust your way around
the room, note any bed room supplies and amenities which may be needed and
replenish.
8. Cleaning the Bathroom : Bathrooms are usually
cleaned in the following sequence: shower/tub area, vanity counter, toilet,
walls and fixtures, and floor. Like most
cleaning tasks, it is important to work from top to bottom to avoid spotting or
dirtying areas already cleaned. The
necessary cleaning items should be conveniently stocked in the hand caddy.
If the tub has a drain trap, be sure to check it for
hair. After cleaning the tub itself,
clean the shower head and tub fixtures.
Make sure to leave the shower head aimed in the correct position. To prevent spotting, and to add sparkle,
immediate wipe and polish the fixtures with a dry cloth. Also clean the shower curtain or shower door. Pay special attention to the bottom where
mildew may accumulate. Always reposition
the door or curtain when you are finished cleaning.
You should exercise the same exacting care when
cleaning the vanity and mirror as you do when cleaning the shower area. Clean the countertop and basin, making sure
that you remove any hair from the sink stopper and drain. Wipe up any spillage or spots from toothpaste
or soap. Rinse and polish the chrome
fixtures so they shine. Finish the
vanity area by cleaning the mirror with glass cleaner.
Next, clean the toilet bowl and exterior
surfaces. Some cleaning procedures recommend
applying the toilet cleaner before any other cleaning task. This way, the cleaner has time to act while
you clean other bathroom areas.
.Regardless of the method followed, flush the toilet to remove any
residue and apply the cleaner around and under the lip of the bowl. Scrub the toilet with the brush around the
insides and under the lip - then flush again.
Use a cloth damp with cleaning solution to clean the top of the seat,
the lid, and the sides of the tank.
Finally, clean the exterior of the bowl, working down the sides to the
base.
Towels, washcloths, bath mats, toilet and facial
tissue, and guest amenities should be replenished according to property
standards. Spot-clean for fingerprints
and other obvious smudges on the walls, especially around light fixtures and
electrical outlets. Wipe down the walls
and clean both sides of the bathroom door.
Starting with the far corner of the bathroom and
working back toward the door, mop or wipe down the floor - including the
baseboards. Then, gather your things and
make your final check of the bathroom.
Stop for a moment and visually scan all surfaces from the ceilings to
the fixtures to the floor. Check that
you've left the bathroom in the best possible condition before turning out the
lights.
9. Vacuuming : Before vacuuming, loosen dirt around
baseboards with a broom or rag so it is easier to pick up. Run the vacuum over all exposed areas of the
carpet that you can reach, including under the tables, chairs and in the
closet. Vacuuming under heavy furniture,
require lifting or moving and is usually done only on a periodical basis. However, check under beds and furniture for
guest belongings or for any debris which must be removed.
Start at the farthest end of the room and vacuum
your way back .
10. 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. Take a few moments to give the room a
careful look from the guest's perspective.
Start at 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.
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. 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.
Cleaning a check out room
A check out or a departure room is a room from where
the guest has checked out. It is dirty
and not ready for sale.
Clean as above.
Check the condition of the room. Check for pilferage
and damage to hotel property. Check if the guest has left behind any of his
belongings. This must be done as quickly as possible, so that possible action
can be taken before the guest check outs.
The room is thoroughly cleaned for the next guest.
All used linen and supplies are removed and replenished.
The W.C. is disinfected and a band indicating that
it has been disinfected is slipped on to the W.C. seat.
Cleaning Stayover/ Occupied rooms
1. Clean as above.
2. Be careful not to treat as rubbish something
the guest may want again, e.g., a re-sealed, half-finished container of
drink. If a bathroom glass is part
filled with a dental solution, leave it.
3. Clean under all guest
belongings and replace.
4. Tidy guest clothing,
footwear as necessary: follow workplace
guidelines and your own judgment of how much tidying to do.
5. Do not open drawers as guest
would have kept his personal belongings.
6. In some hotels, beds are
remade with clean linen each day, otherwise this is done every 2 to 7 days of a
long stay (depending on prices charged/policy).
7. Clean the bathroom. Replace damp or soiled towels.
8. Top up supplies of soap,
drink sachets, etc. Follow hotel policy
on whether to replace partly-used soap.
9. Excuse yourself if guest returns and tell them
that you shall return later to complete the room. Respect the fact that this
room is the guests temporary 'Home".
10. Report to your supervisor if:
-
the guest is ill
-
the "Do not disturb" sign is still displayed in the
afternoon.
11. Anticipate guests needs, eg.
If you note that they have placed the spread on their bed-leave extra blanket
etc
Don't:
·
open drawers
·
touch money or valuables (if in doubt-ask your supervisor)
·
dispose of any newspapers or other items unless they are in the waste
bin
·
try on guest's clothing or experiment with perfumes etc.
·
answer the telephone (according to house policy)
·
use the guest room facilities, e.g. Toilet
Servicing A Vacant Room
A vacant room is one in which is clean and ready for
sale.
A bedroom vacant for one or two nights- check dust,
and flush toilets.
If long term: treat as for checkout. (refer to your
supervisor)
Evening turn-down service:
Is the term given to the service of a guest bedroom
in preparation for a good night's sleep.
It is a service normally given in 5 star properties
and for VIPs.
Procedure:
·
Tidy up room, replenish water flasks, empty dustbins, if needed.
·
Clean bathrooms and replace wet towels and replenish used supplies, if
needed.
·
Remove bed spread and place in the wardrobe.
·
Turn back sheets and blankets on side guest is most likely to use, for
e.g. nearest the telephone.
·
Place breakfast card or give away, eg. Chocolate where instructed.
·
Draw curtains close.
·
Switch on a light. (bedside)
·
Adjust air conditioner control.
Turning down is normally done on the side closest to
the telephone. In case of a twin room, occupied by one person, the bed closest
to the bathroom is turned down on the side closest to the telephone. A twin
room occupied by two persons are turned down on the side (insides) closest to
the telephone. A double bed occupied by two people are turned down on both the
sides.
1.3 Closing
Down
Just as 'setting up and preparation for work' is
important, so too is the 'closing down'.
Room Attendant’s Trolley:
§
Empty rubbish and linen bags.
§
Strip trolley shelves and damp wipe
§
Restock as required.
Vacuums: Empty vacuum bags and replace, damp wipe
exterior of machine, remove fluff from brushes, store neatly with flex loosely
and tidily placed
Brooms and Brushes: Remove fluff from brooms and
brushes, wash in a warm neutral detergent, rinse and leave to dry. Store upside down to avoid distorting the
bristles.
Toilet Brushes: Wash
Mops: Wash mops and cleaning cloths in very hot
water and neutral detergent, rinse thoroughly and hang to dry.
Mop buckets: Wash
Wringers:
Remove mop threads. Clean rollers, castors, wipe down
Pantry: Tidy pantry store linen round side out. Damp wipe shelves as appropriate. Wash floor
Reports: Hand over room attendant’s report to the
supervisor.
Keys: Return keys
to the control room supervisor before signing off duty.
Do's and Don'ts
Do:
·
remember that dirty equipment/cloths can and will spread harmful
bacteria
·
Make sure that the caps are securely tightened on all the chemical
agents.
·
Include the trolley wheels when cleaning.
·
Dispose off rubbish carefully.
·
Periodically remove all guest supplies from trolley and damp wipe
containers.
·
Wash your hands before going off duty.
Don't
·
be the cause of spreading infection-be professional
·
shake dry mops of soiled linen
.
GUEST ROOM
INSPECTION
Guestroom inspection ensures that the desired
results of an established cleaning system are consistently achieved. The purpose of a room inspection is to catch
any problems that may have been overlooked during cleaning before the guest
does. A well-conducted and diplomatic
inspection program can also motivate employees.
Most room attendants take pride in their work and enjoy having the
opportunity to show it off to others.
Quality cleaning jobs should be noted during inspections and the
appropriate personnel recognized.
Inspection programs can take many forms. In some properties, rooms are
spot-checked randomly; in others, every
room is checked daily. Inspections
should be conducted by personnel on the supervisory level such as a floor or
shift supervisor, section supervisor, executive housekeeper, or even a manager
from outside the housekeeping department.
Each inspector is usually responsible for a certain number of rooms and
should be aware of the current status of each room he/she is assigned. As a general rule, check out rooms are
inspected soon after room attendants report that they have been cleaned. Rooms
that are occupied or have refused service are inspected on varying
schedules. For these rooms, the
executive housekeeper or inspector will contact the guest to arrange a
convenient time for guestroom cleaning and/or inspection. Vacant rooms should also be inspected on a
varying schedule based on the number of days the room remains empty between
sales.
Room inspections not only help to identify ordinary
problems with cleaning but also help to identify areas in the room needing deep
cleaning or maintenance. A room
inspection report should be completed which notes such items as the condition
and proper operation of furniture, fixtures, and equipment; the appearance of
ceilings and walls; the condition of carpet and floor coverings; and the
cleanliness of window interiors and exteriors.
An inspection program is of no use if follow-ups of
identified problems are not done to check its rectification.
Guestroom Inspection: Bathroom
|
|
Equipment
·
room inspection report
·
pen or pencil
Procedures
Step 1
Check bathroom door for scratches, marks, smudges,
or dust on surface.
Step 2
Check condition and cleanliness of light switches,
plates, and surrounding wall area.
Check vent fan for dirt and dust.
Step 3
Scan ceiling, walls, and tile for any damage, dirt
or dust.
Step 4
Check shower area
·
Check tub and fixtures for water marks, soap film, and hair.
·
Check fixtures for correct position and operation. Make sure they do not leak.
·
Check shower curtain for mildew and for proper position.
·
Make sure a clean bath mat is in place.
·
Check caulking between tub and the tile for cracks or dirt.
Step 5
Inspect vanity and sink area.
·
Check sink and counter area for water marks, soap film, and hair.
|
·
Check mirror for streaks and spots.
·
Make sure fixtures operate correctly and do not leak.
Step 6
Check toilet for cleanliness. Flush to check proper operation.
Step 7
Check floor and baseboards for dirt and dust.
Step 8
Make sure towels, face cloths, and washcloths are
clean and neatly arranged on towel racks.
Step 9
Check toilet and facial tissue supply.
Step 10
Check that bathroom amenities such as soap,
shampoo, and mouthwash are properly stocked.
Step 11
Make a final check of the bathroom to make sure
all items are well-positioned, and that all areas from ceiling to floor are
clean and well maintained.
Step 12
Complete a work order request and/or notify the
appropriate department for any item needing attention or repair.
|
Final Check
·
Windows closed
·
heating adjusted
·
curtains hanging properly
·
bed spread/bed linen hanging neatly
·
lamp shades and pictures straight and clean
·
light working
·
TV, radio, kettle, hairdryer, trouser press, etc. working
·
minibar stocked
·
no smears on mirrors or polished surfaces
·
drawers and cupboard doors fully shut
·
doors free of finger marks
·
carpet under and around furniture clean
·
furniture in correct position
·
guest supplies replenished
·
no cleaning materials left in room
·
waste bins and ashtrays empty and clean
·
items needing repair or special cleaning reported
ROOM INSPECTION REPORT
|
|||||
Room No:..............................................
Type:
.....................................................
Condition:
[]Excellent []Acceptable
|
Date
Inspected ..................................................
[]unacceptable
|
||||
Bedroom
|
Condition
|
Bathroom
|
Condition
|
||
1
|
Doors, locks, chains stops
|
21
|
Doors
|
||
2
|
Lights, switches, plates
|
22
|
Lights, switches, plates
|
||
3
|
Ceiling
|
23
|
Walls
|
||
4
|
Walls
|
24
|
Tile
|
||
5
|
Woodwork
|
25
|
Ceiling
|
||
6
|
Drapes and hardware
|
26
|
Mirror
|
||
7
|
Windows
|
27
|
Tub, caulking, grab bars
|
||
8
|
Heating/air conditioning setting
|
28
|
Shower head and curtain
|
||
9
|
Phone
|
29
|
Bath mat
|
||
10
|
TV and radio
|
30
|
Vanity
|
||
11
|
Headboards
|
31
|
Fixtures/faucets, drains
|
||
12
|
Spreads, bedding, mattress
|
32
|
Toilet: flush/seat
|
||
13
|
Dressers, nightstand
|
33
|
Towels: facial/hand/bath
|
||
14
|
Promotional material
|
34
|
Tissue: toilet/facial
|
||
15
|
Lamps, shades, bulbs
|
35
|
soap
|
||
16
|
Chairs, sofa
|
36
|
Amenities
|
||
17
|
carpet
|
37
|
Exhaust vent
|
||
18
|
Pictures and mirrors
|
||||
19
|
Dusting
|
||||
20
|
Closet
|
||||
Other
.................................................................................................................................................
...........................................................................................................................................................
..........................................................................................................................................................
..........................................................................................................................................................
Inspected
by:
....................................................................................................................................
(Signature)
|
|||||
88888888888888888888888888888888888888888888888888888888888888888888888888888
Inspection
Program Technology
A
technology which has significantly affected the retail trade promises to lend
the same ease and efficiency to the hospitality industry over the next several
years. Just as bar code technology saves
time and ensures accuracy in countless
check-out lanes, so canit save time and ensure accuracy in a hospitality
inspection program. A bar code is the
group of rinted and variously patterned bars, spaces, and numerals that appear
on the packaging of almost every retail itm.
These codes are designed to be scanned and read into a computer system
as identification for th eobjects they label.
For
a hotel, instead of storing price and inventory information, bar codes can be used
to store room inspection data.
Inspectors or maintenance personnel would gather and record room status
information by scanning bar codes with a special device about the size of a
credit card - rather than recording information
onto forms. This information
would later be read by a computer and compiled into various reports to track
housekeeping and maintenance activities.
In
a proerty using a bar code inspection system, each guestroom is edentified with
a small, permanently mounted bar code tag.
The tag is placed.
Stocking the Room Attendant's Cart
|
|
Equipment
·
room attendant's cart
·
list of assigned rooms
·
specifications for supplies
·
supplies
|
Step 4
Place mattress pads, sheets, and pillowcases on
bottom shelf.
Step5
Place bath mats, towels, face cloths, and wash
cloths on middle shelf.
|
Procedures
|
Step 6
Place room supplies and amenities on top shelf.
|
Step 1
Check list of assigned rooms.
Step 2
Refer to the list of room cleaning supplies
specified by the property
|
Step 7
Stock hand caddy with cleaning supplies such as
all-purpose cleaner, cloths and sponges, bowl brush, glass cleaner, and
dusting solution. Position on top
shelf.
|
Step 3
Begin loading cart from the bottom up. Stock according to rcomended quantities
|
Step 8
Position vacuum, broom, and other sweeping
supplies on side of cart.
|
Cleaning the Guestroom: Beginning Tasks
|
|
Equipment
·
hand caddy stocked with cleaning supplies
·
clean ashtrays and matches
·
clean water glasses
·
wastebasket liners
·
note any damaged or missing items
·
notify your supervisor if anything of value is gone or if something
needs repair.
|
Step 6
Check the general room condition.
Step7
Remove and replace dirty ashtrays. Replenish matches.
Step 8
Remove and replace dirty glasses.
|
Procedures
Step1
Remove hand caddy from cart and carry into the
room
Step2
Turn on all the lights. Replace any burned-out light bulbs.
Step3
Open the draperies. Check drapery cords and hooks.
Step 4
Open windows if appropriate. Check for breakage
and dirt.
Step 5
Check the air conditioning and heating unit for
proper operation. Set according to
property standards.
|
Step 9
Collect any food service trays and dishes.
·
Set items neatly outside the door.
·
Call room service for pick up.
Step 10
Empty the trash and replace wastebasket liners.
Step11
Straighten newspapers and magazines in stayover
rooms.
Step 12
For check-out rooms, report any personal
belongings left behind by the guest to your supervisor.
|
Stripping the Bed
|
|
Equipment
·
dirty clothes hamper located on room attendant's cart.
|
Step 4
Remove cases from pillows. Place the pillows aside with the bedspread
and blanket.
|
Procedures
Step1
Remove any clothing or personal items from the
bed.
Step 2
Remove the bedspread and blanket and place them on
a chair.
Step 3
Check the bedspread and blanket for stains, tears,
or holes. Replace if necessary.
|
Step 5
Remove the sheets.
Step 6
Put soiled linen into the dirty linen bag on the
cart.
Step 7
Check under the bed for trash or guest items. Remove them to a convenient place.
|
ROOM
CLEANING
Cleaning the Bathroom
|
|
Equipment
·
all-purpose cleaner
·
clean cloths and sponges
·
glass cleaner
·
bowl brush
·
clean bath towels, hand towels, wash cloths, and bath mat.
Procedures
Step1
Turn on lights and fan. Replace any burnedout 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 ...........
cleaning tasks.
Step 5
Clean 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
·
Scrub the bathrub with all-purpose cleaner. Remove and clean the drain trap.
·
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.
|
Step 6
Clean the vanity and sink area.
·
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.
·
Clean mirror with glass cleaner.
Step 7
Clean 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.
Step 8
Clean bathroom walls and fixtures
·
Dust light fixtures.
·
Using a clean damp cloth, spot-clean fingerprints and smudges.
·
Wipe down 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.
Step 9
Restock bathroom supplies.
·
Replenish the towels.
·
Replenish guest amenities.
·
Replenish toilet and facial tissue supplies.
Step 10
Clean the floor
·
Spray bathroom floor and baseboards with all-purpose cleaning
solution.
·
Starting with the frthese corner and working your way toward the
door, scrub the floor and wipe baseboards.
Step 11
Make one final check. Visually scan all areas of the bathroom for
areas you may hve overlooked. Turn off
the lights and the fan.
|
Vacuuming and Cleaning Baseboards
|
|
Equipment
·
damp rag or cloth
·
vacuum cleaner
Procedures
Step 1
Clean the baseboards. Begin in the closet area and work your way
around the room. Wipe all exposed
areas of the baseboard to remove surface dust and dirt.
|
Step 2
Take vacuum to the farthese corner in the
guetroom. Begin vacuuming.
Step 3
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 4
Close windows and turn off lights along the way.
|
ITEMS USED
FOR BED MAKING
Bed base
On
which the mattress rests. This may be an
upholstered, sprung 'divan' base, similar to a mattress but attached to a
wooden frame and with feet or castors.
Bases of this type have a firm or a soft edge, and some have drawers to
provide storage space. Other types of
bed base include:
·
solid panel of wood
·
slats of wood or metal
·
wire mesh fixed to a metal or wooden frame
·
wire mesh attached to springs.
Divan
bases should be vacuumed periodically.
Other types of base should be damp dusted or brushed.
Mattress
This needs to be turned every three months or
so, to spread the wear and tear. Vacuum
periodically (the human skin constantly sheds dead scales in the form of very
fine dust).
Valance
If
used, this provides a decorative touch and hides the base of the bed. There should be no scuff marks or soiling
from contact with shoes, etc. Should be laundered regularly.
Mattress cover
To
protect the mattress, requires regularly laundering. Some hotels use water proof mattress
covers. An underblanket sometimes takes
the place of a mattress cover.
Undersheet
Comes between the body of the sleeping guest
and the mattress cover or underblanket.
Usually changed at the same time as the top sheet and pillow cases.
Fitted sheets have elasticated corners so they pull tight over the
mattress. Flat sheets must be tucked in
on all sides.
Pillows
Usually
two per guest (i.e four on a double bed).
Generally the pillow is covered with an underslip and a pillow case or
slip which is changed at the same time as the sheets. The underslip should be checked each time the
pillow cases are changed, and replaced with afreshly laundered one if there are
any stains.
Top sheet
A flat sheet which comes between the body of
the sleeping guest and the blankets. At
the pillow end of the bed, the top portion of the sheet is folded back over the
blankets (to keep th edge of the blanket away from the guest's face). In hotels which use duvets, there may not be
a top sheet (because the duvet cover is changed each time).
Blanket(s) or
duvet
To
provide warmth. In hot weather, one
blanket is usually sufficient, with two or more in cold weather. Some hotels use a different duvet in winter (with a higher tog value), or
replace the duvet with a sheet and a light blanket.
Blankets
and duvets require cleaning from time to time (some types can be washed, others
must be dry cleaned, check the label).
Duvet covers should be changed at the same time as the undersheet and
pillow slips. In some hotels, a top
sheet is used as well as a duvet cover, so that the duvet cover requires less
frequent washing.
Bedspread
This covers the whole bed, protecting
the bed linen (guest often put suitcases
on the bed), and adds to the appearance of the room. The bedspread may be fitted or loose. With some types, the top of the bedspread is
folded around the pillows, enclosing them.
Some hotels use a quilted bedspread instead of a bedspread and
blanket. Bedspreads are not usual with a
duvet.
In
luxury hotels, housekeeping staff remove the bedspreads in the evening and turn
down the blanket and top sheet on one side of the bed.
Scatter
cushions
To provide a distinctive touch in more
elaborately decorated bedrooms, and for beds which provide seating during the
day. Scatter cushions are put aside
overnight (as the bed will also have pillows), so the covers only need cleaning
from time to time. The pillows of sofa
beds are usually kept in cupboard during the day (covered with clean pillow
slips)
General
points on making beds
Space to work in
If the bed is against the wall, pull it away so that
you can get access to both sides.
Surpirses:pleasant and unpleasant
When stripping the bed, watch out for tissues,
jewellery, clothing, teddy bears, hot bwater bottles and any other items that might have been left in
the bed.
Hygiene and safety
Avoid flapping the linen as this will scatter dust
and bacteria. Fold or bundle sheets from
the outer corners to the centre of the bed.
Place soiled linen directly into your laundry
bag. Do not leave it on the bedroom or
corridor floor or use it to prop open a door - linen left in this way gives a
poor impression to guests, is a fire hazard and may cause someone to trip.
Never place blankets or clean linen on the floor or
any other surface where they may pick up dirt or fluff.
To put a clean slip on the pillow, place the pillow
and slip on the bed. It may help to fold
the pillow in two, lengthways, to get it into the slip. Open the pillow out once it is fully inside
the slip. It is unhygienic to tuck the
pillow under your chin while you are putting on a clean slip.
Rightway up
If
sheets have a top and bottom side, the top (smoother) side should be in contact
with the guest;s body. This means
placing the bottom sheet the right way up and the top sheet the wrong side up. The hem of the top sheet, visible when folded
over the blanket, should always be the correct way up.
If
sheets have a narrow hem at one end and a wide hem at the other, the wide hem
should be at the head of the bed.
The overhang of sheets and blankets on ech side
of the bed should be the same.
The
open end of pillow slips sho7uld face the direction they are least likely to be
seen. The tucked-in side should be
nearer to the mattress. On a double bed,
the open end of pillow slips should face the centre of the bed (or the same
direction for patterned slips).
Any
pattern or design on sheets, pillow slips and duvet covers should face the
right way roundm viewed from the foot of the bed.
Valances
should hang evenly around the bed.
Duvets
Duvets must lie flat inside their cover. The open edge of duvet should be at the foot
of the bed.
Any
labels on a duvet should lie at the foot of the bed or on the wall side of the
bed (or on the side guests are least likely to use to get into the bed).
Key Terms
Down: The soft, very fine feathers from the breast of fowl (geest or duck are the best quality). Used to stuff pillows, duvets and quilts of
the most lulxurious quality. A 'down
filling' as described on the label can include up to 15% of very small, fluffly
feathers. A 'down and feather' filling
can have up to 49% of feather. Least
expensive of the three types is 'feather and down' , with up to 85% feather.
Tog: Used to indicate the warmth provided by a
duvet. Duvets range between a tog
of 8 (lighter, summer use, normally)
to 14 (very warm).
Z-bed: Bed which folds up when not in use. Often used to provide an etra bed in what is
normally a double or twin room, e.g. so a child can sleep with the parents.
Zip and link: Two single beds that zip
together to form a double bed.
Room
Cleaning
Question time
1. What preparations should you
make before servicing a room?
2. What items should you have
on your trolley?
3. Why do we ventilate the room
and when should this be done?
4. Why do we leave the toilet
cleaner in to soak?
5. What should we check for
during the bed-making process?
6. How should we handle soiled
linen?
7. Why do we wear rubber gloves
and what are the benefits of colout coding them?
8. What do we mean by sanitise?
9. Why do we apply the cleaner
or polish to the cloth and not the surface?
10. Why do we use a different
cloth for each cleaner?
11. Why is it sensible touse
colour-coded cloths?
12. Why should we check for lost
property?
Entering a
guest room
Check
for any sign on the door, a light underneath, voices or sound of TV or radio or
any movement. This will let you knowif a
guest is likely to be in the room.
Knock
with your knuckle three times, announce "Good morning, housekeeping' and
listen. Do not use your keys or any
other metal object to knock on the door, as this damages the paintwork/door
finish.
If
there is no response within five seconds, knock again three times, put your key
in the lock, open the door and this time use the guest's name, e.g. Good morning Mr.Smith, housekeeping'.
If
the guest is not in, bring in your cleaning materials, ready to commence the
room servicing.
If
guest is in the room or bathroom, apologise for the interruption, and ask
politely, using the guest's name, 'When would you like your room serviced,
Mr.Smith?"
Indicating
that you're in a guest room
Make it clear that you are in the room servicing it:
·
to warn guests who return to their room of your presence.
·
As a security measure, so that people know the reason the room is open
·
to help colleagues find you, and if there is a fire or security alert,
check that you have responded.
Different hotels have their own preferred method:
·
trolley left in the corridor outside the open guest room door. This discourages passers-by from entering
the room on the chance they can steal
something. There is a risk of items
being removed from the trolley - children might do this, and come toharm by
misusing cleaning substances.
·
Door wedged open. Do this with a
proper wedge, not soiled linen, a chair or other furniture. There is a risk that someone could slip into
the room without you realising, giving you a fright or putting you at risk.
·
Hanging a sign rom being serviced and, usually, leaving the door
closed. The trolley is pushed into the
room, if practical.
.
GLOSSARY
What does it mean?
A&D list numbers and names of guests arriving or
departing on the day.
Back of house Non-guest areas of the
hotel, e.g. store rooms, kitchen, laundry.
Check-out
time Latest time for guests to vacate rooms. Guests who have not done so might be required
to pay an extra charge, depending onhotel policy.
CIP Commercially important
person: alternativ eterm to VIP
Day let Room is in use during the
day, e.g. for a meeting. Servicing must wait until the room has been
vacted or the following day.
Departure The guest is checking out. Most hotels have a time by which guests must
vacte their room although many leave earlier.
DM Duty manager: the person in charge of the hotel,
e.g. in the evenings/overnight when the general manager is off duty.
Front of house
Areas of the hotel available for guest use.
Late departure
or Late checkout Guest has arranged to leave late.'
No service A guest staying over has
asked for the room not to be serviced, and to be undisturbed.
Out of
service The room cannot be let for
some reason, e.g.redecoration.
Rooms off
dirty Rooms
which cannot, for the present, be serviced, e.g.because guests have departed
late, or staff shortages.
Slept out The state of
the bed and the room suggest the guest has been elsewhere overnight.
Stayover The guest is staying anothr night.
Vacant The room was unoccupied, so
does not need cleaning.
VIP Very Important Person, someone the hotel wants to
have extra special service.
Bed Making
Reject linen
1. Check every item of linen
for the following faults:
·
tears
·
holes
·
too many creases
·
dampness
·
general discolouration
·
stains
·
frayed edges
2. Tie a knot in a reject item
and placeit in the collection basket in the floor housekeeper's pantry.
3. Linen porters will collect
reject linen daily, and record teh details so that the hotel's laundry bill is
credited.
Clean the
toilet
With some toilet cleaners, steps 1 to 4 are done in
advance to allow time for disinfection and/ordescaling.
1. Flush the toilet.
2. Lift the toilet cover and
seat.
3. Using a pumping motion with
the toilet brush, get as much water as possible out of th toilet bowl. This exposes the water line for cleaning.
4. Apply toilet cleaner all
round the inside of the pan (including the flushing rim). Wet the toilet brush in the toilet bowl, then
scrub the inside of the bowl thoroughly, especially the water line and flushing
rim.
5. Flush the toilet. Rinse the toilet brush under the clean
running water.
6. Hold the toilet brush over
the bowl for a few moments to drain, then place it back in the holder.
7. Apply some cleaner (usually the sme one you use for other
bathroom fittings) to your cloth, and damp wipe the cistern, handle, pipes,
toilet bruysh holder, outside of toilet pan, top and sides of th flushing rim,
both sides of the toilet seat and cover as well as the hinge or fitting that
holds it in place.
8. With a dry cloth, polish both
sides of the seat and lid, the toilet handle and any other external surfaces
that look smeary.
9. Lower the toilet seat
and close the lid. Some hotels wrap a special paper band around
the toilet seat to show it has been sanitised.
Clean the wash
hand basin
1. Remove soap or, if it is to
be used again, put aside while you clean the basin.
2. Move personal property to a
convenient place for hte guest, or to one side to return when you have
finished. Handle razors and razor blades
with care so as not to cut yourself.
3. Rinse the basin to dislodge
loose dirt and hair. Remove and throw
away any waste which has collected in
the ploug hole (you may have tweezers to do this).
4. Partly fill the basin with
warm water (sufficient to rinse your cloth).
This is less wasteful than running a tap all the time, with the plug
out.
5. Apply cleaner to your damp
cleaning cloth. Clean (and if necessary, rinse) outside and underneath
the basin, water supply and waste pipes and the pedestal. Clean the rim of the basin, splash back and
taps.
6. Empty the water. Clean the inside of the basin, plug and
chain.
7. With a dry cloth, shine the
taps and polish any smeary surfaces.
Special
procedures
Use a stiff brush to clean the insides of the basin
overflow hole.
Clean the
bidet
Follow the steps for cleaning a wash hand basin
Clean the bath
1. Wipe all surfaces inside,
outside and around the bath with your cloth and cleaner, and if necessary
rinse. Run a little water from the tap
when you need to rinse your cloth. It is
wasteful to leave the tap running.
2. Remove hair and anything
else caught in the plug hole. Check the
overflow is clean.
3. Shine the taps and other
metal fittings
Safety tip
To clean low surfaces, bend your knees notr your
back. This reduces the strain on your
back or kneel on the floor.
Clean the
shower
1. Partly fill lyour bucket
with warm water to rinse out your cloth while cleaning the shower. Or use a nearby basin (which you have not yet
cleaned).
2. Using your cloth and
cleaner, wipe the shower head, pipes, soapp holder, taps, the walls and both
sides of the door or curtain and rail to the shower cubicle. Clean the ceiling of enclosed cubicles.
3. Check the shower head has no
blocked holes. Depending on the type,
report it to maintenance, or remove the head and soak it.
4. Clean the shower floor and
surrounding rim or step. Remove any
waste caught in the plug hole.
Special
procedures
For showers with sliding doors, clean the running
track with a brush.
Shower curtains: wipe all over with a cleaning solution and sponge. If possible, press the curtain up aginst the
wall so you have a firm surface to rub aginst.
If the curtain smells, or has got stained or damaged, replace.
To reduce the risk of Legionnaires' disease, shower
heads must be regularly dismantled for thorough cleaning and disinfecting.
Clean the
walls
Panels or tiling around basins and baths should be
cleaned at the same time as the fittings.
Cleaning of other wall areas and ventilation or fan vents may form part
of a special routine, e.g. monthly, or be done by contractors.
Special
procedures
To remove dust, lint and cobwebs from the
ceiling, use a feather duster or dry vacuum cleaner with a suitable tool and
reach.
To
clean fan inlets and air vents (which in the bathroom tend to collect fluff),
use a damp cloth or sponge. Turn the fan
off first at the isolating switch. A smalll broom or dry brush may be suitable for air vents in rooms where the air
does not get steamy.
Never
climb on the toilet or the bath edge to reach high surfaces: use steps, a long
hndled brush or reach pole.
Replenish
supplies
Replace towelsm bathmats and other linen
items (e.g.face cloths) as appropriate
for the room. In some hotelsm towels are
folded in a particular way so that you can tell which have not been used and
can be left forthe next guest.
In
many hotels,all towels are replaced even if the guests are staying another
night. Otherwise used towels in stayover
rooms are left neatly folded, unless tehy are heavily soiled or stained or very
damp.
As
necessary, replace toilet rolls, tissues, soap and complimentary products (e.g.
shampoo, bath foam). It is usual to
leave a second toilet roll, unless the dispenser holds an extra-long roll. Some hotels also provide a hard toilet paper.
To
discourage guests from flushing sanitary towels down the toilet (which can lead
to a blockage), special disposal bags, or other suitable facilities may be
provided.
Drinking
glasses should be left spotlessly clean (after washing in a sanitising liquid).
In some hotels, they are enclosed in a plastic bag.
Clean the
floor
This is done last, when there is no further
need tow alk over the floor. Carpeted
floors are vacuumed. Hard floors are
mopped or wiped over with a floor cloth.
This is done twice, first with teh cleaning solution, and then with rinsing water to pick up the soiled
solution. Mops or cloths should be
half-wrung the first time to give enough solution to clean the surface without
over-wetting the floor.
To
avoid walking over wet surfaces, start at the furthese corner and work back to
the door.
Departure
rooms
Start
at one side of the room and work your way around
Dust
from the top down
Provided a bed
board
Guests who suffer from back trouble may
request a bed board, to provide an extra firm sleeping surface. The board is usually a sheet of plywood or
chipboard cut to a suitable size for a single or double bed.
Place
the bed board on the base of the bed and lower the mattress.
***************88
.
Upon entering the room, the inspector scans
the room's bar code tag. This
automatically records the room number, time, and date in the br code
scanner. The condition of each insepcted
item is noteed by scanning the appropriate barcode or combination of bar codes
on the inpsepction crds. For example, if
the ed is improperly made, theinspector would scan the 'call back' bar code next to that item -
indicating tht the room attendant needs to redo the bed. At the end of the visit, the inspector 'scans out' by scanning
the room bar code a second time.
The
information stotred on the scanner can be retrieved by inserting the crd into a
specil reader attached to a computer system.
Depending on the program and property needs, the information can be
presented in a summary or report format that provides management with an
overview of the condition of each inspected room.
Bar
code technologylends itself to a great deal of flexibility and can be
customized to meet the specific needs and procedures of any property. Some properties coordinate bar code
inspection programs with maintenance andengineering activities; others adapt
the technology for such purposes as equipment tracking and security
inspections. The informtion gathered and
compiled can be as detailed or simple as required.
**********************
OCCUPANCY
REPORT
The
room status report is generally easy to read and uses simple codes toindicate
room status. There are several ctegories
of room status, but, for the most part, a room attendant's cleaning schedule
will be determined by these three:
Check-out: A
room from which the guest has already checkedout.
Stayover: A room in which the guest is scheduled to
stay again
Due out: A
room from which a guest is due to check out tht day
Another
designation commonly used is early makeup.
This refers to rooms for which a guest has reserved an early check-in
time or to a request for a room to be cleaned as soon as possible. Abbreviations used to indicate these
categories on the room status report will vary from property to property.
The
number of rooms assigned a room attendant is based upon the property's work
standards for specific types of rooms and cleaning tasks. The room attendant uses the assignment sheet
to prioritize the workday and to report the condition of each assigned room at
the end of the shift. The order in which
rooms are cleaned is the order which best serves guests. Check-outs are usually done first so the
front office can sellthe rooms as guests arrive. The exceptions to this rule are rooms needing
early makeup. In most properties,
early-make up rooms are cleaned before check-outs. After early makeups andcheck-outs, a room
attendant will generally clean stayovers.
Due outs are usually the last rooms cleaned. Sometimes, room attendants may be able to
wait until the guest has actually checked out to avoid duplication of efforts.
In
all cases, the room attendant should avoid disturbing the guest. A "Do Not Disturb" sign clearly
indicates tht the room attendant should check back on the room later in the
shift. Other rooms which room attendants
must dalay servicing include rooms which the guest has double-locked from the
inside. Many properties have room
attendants leave a card on the door which indictes that attempts at service
have been made. These cards may also
offer fresh towels or service later in the evening. Usually, a room attendant will report such
rooms to department headquarters if he/she is unable to service the room by
2:00 or 3:00p.m.
When
a guest refuses service, a floor supervisor or other management person should
call to arrange a convenient time for cleaning.
Such calls are also made to check that the guest is not experiencing a
situation that requires intervention, such as a serious illness or
accident. Upon contacting the guest, the
floor supervisor or manager should also ask the guest if he/she would like
fresh towels and soap. Under no
circumstances should a room remain unserviced for more than two days without
the approval of the general manager.
SERVICING A CHECKOUT/DEPARTURE
ROOM
OBJECTIVES: After
completing this unit, you should be able to:
_
service a
checkout/departure room to the required
_
standard using
the correct:
_
sequence and procedure
_
equipment and material
_
replenish
guest supplies
_
carry out the
checking and reporting of lost property
_
and
maintenance
_
explain and
use the room status list
TERMINOLOGY
Checkout:
The
guest has checked out of the hotel and the room must be fully serviced for the
arriving guest.
Entry Procedure
l knock on door
l announce
yourself "Housekeeping"
Listen and wait - if no reply
l knock again
and
l enter
l or if there is
a reply explain that you will come back later
Do's and Don'ts
Do:
l observe all DO
NOT DISTURB SIGNS
Don't
l knock with key
- use your knuckle
PROCEDURES AND SEQUENCE
1. Open curtains and open windows (weather
permitting)
2. Turn off thermostat
3. Remove food trays
4. Empty ashtrays and rubbish into waste
bin
5. Check for lost property and maintenance
6. Switch off lights
7. Strip beds
BED STRIPPING
Procedure
l pull out bed
l remove
bedspread and fold loosely
l place on chair
l repeat with
blankets and/or third sheet
l remove pillow
cases
l strip off
sheets and together with the towels and rubbish take to trolley and dispose
l take with you
clean linen and leave on chair or other clean surface
Do's and Don'ts
Do:
take care pulling out the bed
save time
handle clean linen carefully
separate stains and tears
Don't:
put bedding on floor
shake soiled linen around
allow contact between clean and
soiled linen
BEDMAKING
1.
Check that
mattress cover is clean
2.
Take bottom
sheet and check for holtes and stains, and hairs
3.
Stand at
centre and lay sheet right side up with the centre fold in the centre
4.
Leave
sufficient to tuck in at the top to avoid sheet being pushed down when guest is
getting into bed
5.
Make an
envelope corner at the top on both sides
6.
Lay second
sheet-smooth side down
7.
Place blanket
on the bed according to house policy
8.
Repeat with
night cover if applicable
9.
Fold back top
sheet to the edge of the blanket
10.
Smooth out and
tuck in-Note: If turning down will be
undertaken later and if the length of the bedspread permits, allow top sheet
and blankets to hang loose-this will eliminate the creasing that "tuck
in" creates, and will allow for a neater, more professional turndown
11.
Make an
envelope corner on both sides for a neat finish
12.
Ensure that
top of bottom sheet is well tucked in
13.
Place pillows
in cases
14.
Place pillows
on the bed (open ends at middle)
15.
Place
bedspread on bed according to house policy, ensure that it is straight, bottom
is even, and overhanging ends (at pillow) are neat
Do's and Don'ts
Do:
l replace all
stained sheets and bedding
Don't:
l forget about
washing your hands before handling clean linen and after handling soiled linen
ROUTINE CLEANING
l follow the
work flow
l begin at the
back of the door and work systematically until back at door again
l damp dusting
is more effective than dry dusting as it prevents dust from flying about
When
damping dusting! Wring cloth thoroughly
in a multipurpose solution. The
multipurpose detergent aids cleaning. If
the cloth is too wet it will streak.
Most surfaces can be cleaned through damp dusting. Polish furniture only if instructed (see
principles of cleaning)
BEHIND THE DOOR
Clean:
l all notices
l back. Front
and jambs of door
l door handle,
and saddle
HALLWAY CLOSET
Remove
spare blankets and other items as you clean.
Clean:
l inside shelves
l hanging rails
l inside and
outside doors, hangers (all facing same way)
l tidy any
relevant stationery (e.g. laundry and dry-cleaning notices)
l replace spare
blankets neatly: Round side out
MINI REFRIGERATOR COMPONENT
Clean:
l top surfaces
l interior
paying attention to:
l ice bod
l shelving
l sides
l floor
l shelves and
undersides
l door, sides
and trim
l close the door
and clean the exterior
WORKING FROM LUGGAGE RACK
Clean:
1.
Top and wall
side, sides and shelf to include corners.
2.
Mirror frame
and glass - ensure no streaks or cloudy film
3.
Dressing table
top (lift up contents first)
4.
All over
lamp. Brust or damp wipe shade depending
on fabric and include inside of shade and bulbs (use dry duster) lift and clean
under the lamp.
5.
Inside and out
of drawers.
6.
Chair; set,
back, legts and rungs.
7.
Television;
unit, screen and under T.V. Check that all wires are connected and that T.V. is
on standby (if appropriate)
8.
Under floral arrangements. Replace wif withered.
9.
Skirting
boards.
10.
Window frame
and glass if required, ensure no cobwebs behind curtains and that the curtain
hooks are present.
11.
Table; (lift
up contents first) top, legs, and base
12.
Chairs: brush
off chairs if fabric and damp wipe frame, legs, rungs.
13.
Standard lamp,
shades and fittings.
1.
Top and face
of the bed head (pulling out bed first)
2.
Beside the
table top, shelf and drawers (ensure all items are present, neat presentation.
3.
Telephone;
unit, receiver, mouthpiece, cradle and cords.
4.
Bedlights
5.
Thermostat and
light switch at the wall.
Do's and Don'ts
Do:
l be systematic
l be
professional
l remove all
items from surfaces before cleaning
l spot clean
walls and remove any marks and stains
l leave
everything neat and tidy
l use clean
cloths, clean water
l remember the
required standards.
Don't:
l omit or leave
anything to chance
l forget that
dirt encourages harmful bacteria
Floors:
Sweep
or mop floor according to house policy.
Mop/Sweepers
are preferable as they raise less dust.
l Commence at
the furthest end from door.
l If using
static and impregnated mops, push forward, using swivel head to change direction.
l Sweep or mop
the entire floor.
Wet Mopping:
l Commence at
the furthest end from door.
l Work
backwards.
l Swing mop from
side to side, using a figure of eight movement.
Do's and Don'ts:
l close windows
prior to sweeping/dry mopping:
l use a clean
mop
l change water
frequently
l take care when
wet mopping
l sweep before
dusting.
Don't
l shake dry mop
l lift off floor
l over fill mop
bucket
CORRECT
ARRANGEMENT OF FURNITURE/FITTINGS
Do's
and Don'ts:
Do:
l arrange as per house policy
l ensure the bedspread is even on the
bed and similar
l with the other bed
l straighten wall fittings if crooked
l survey the entire room
l have seams of light shades facing the
walls
l straighten the lamp shade
l remember, that your last look is the
guest's first look.
Don't
l be careless - your professionalism is
at stake.
REPLENISH GUEST SUPPLIES.
Do's
and Don'ts
Do:
·
replenish as
per house policy.
·
Ensure that
all stationery items are spotlessly clean and untorn.
·
Put everything
in its right place.
·
Remove any
'dated' items.
·
Remember that
each of these items cost money.
Don't
·
waste enything
through your carelessness wetting or staining.
·
Forget
anything that a guest may later have to request.
Vacumming
·
commence
vacuuming at the farthest end from the door (follow all safety precautions.)
·
Vacuuming the
entire floor.
Do's
and Don'ts
Do:
vacuum:
·
under beds
·
under chairs
and tables.
·
Inside of
closet, floor.
·
Door grooves.
·
Behind and
under curtains.
·
Lift up any
large debris before vacuuming.
Don't:
·
allow trailing
flex to cause a safety hazard.
·
Strain the
flex or pull roughly.
And
finally
Fill
in your room status list/checklist.
Close
the door and be roud of your work.
CHECKLIST FOR BEDROOMS;
Standard
of cleanliness.
Door
and door frame:
·
free from
dirt, dust, scuff and finger marks, stains.
·
Hinges free
from dirt, dust and adequately oiled.
·
Locks and
bolts in working order
·
saddles
clean ("Do not disturb"
notices fresh, untorn, and placed on door knobs)
walls and skirtings: free from dirt, dust, stains, scuff marks
and cobwebs.
Wall
lights: shades, bulbs and fittings clean
Wall
sockets/Plugs: free from dust and
damage
Ceiling:
·
from from
cobwebs/stains
·
lights clean
and functioning
Wardrobes :
·
door free
from dirt/finger marks
·
interior
free from dirt, dust, cobwebs, baggage marks and other stains, debris and
lost property.
·
Clothes pole
free from dust (sufficient hangers available).
·
Interior
surfaces smooth and free from splinters.
·
Door fitting
properly.
Trouser
press: free from dust
Luggage
rack:
·
firmlu
attached to wall if applicable
·
splinter
free
·
dirt/dust/fluff
free
·
if
fabric-not worn,ripped or burned
Tea
tray
·
upper and
under side
·
tray mat
·
adequate
cups, saucers, spoons
·
supplies (4
of each)
·
kettle: good
repair, emptied, un plugged
·
area around
and underneath clean.
Dressing
Table:
·
drawers
smooth running, free from dirt, dust, hairs, debris and lost property.
·
Paper lining
from tears/stains
·
drawer
handles and knobs securely attached, and if supplied adequate supply of fresh
untorn stationery.
·
Laundry and
dry cleaning notices present, neatly presented
·
wood free
from splinters-unbroken and free from cracks.
Hair
Drier
·
unit totally
clean
·
free from
hairs
Chairs
·
frame and
legs clean
·
upholstery
clean/untorn
·
under
cushions-clean, no debris
Television:
·
unit totally
clean, screen, back
·
unerneath
·
directions
displayed nearly
Standard/Table
lamps:
·
adequate and
functioning
·
bse, shades,
and bulbs free from dirt, dust and cobwebs
·
flexes
untorn and free frayed edges
Windows:
·
Glass free
from dust and streak marks
·
sills,
sashes and ledges undamaged; free from dirt, dust and cobwebs
·
smooth
running, opening and closing easily and noiselessly
·
curtains
hanging evenly with no missing hooks, stain and dust free, fabric untorn
Radiator:
·
surface
clean
·
under and
back of, free from dust/debris
Beds
·
base/springs
not broken or sagging
·
legs and
headboards free from splinters and dust
·
legs
unbroken and free from cracks
Bedding
·
all bedding
fresh and free from stains, tears and frayed edges
·
pillows free
from lumps
·
all bedding
of a size to adequately cover beds and to allow for 'tucking under"
where appropriate
·
beds made up
correctly
Telephone
Table:
·
interior and
exterior surfaces free from dirt, dust and lost property
·
telephone in
working order: mouthpiece free from dirt, sides and undersides free from
smears and fingermarks
·
directories
supplied and free from dirt and dust
Waste
Bins:
·
bin liners
provided if appropriate
·
clear from
dust and dirt
Ashtrays
·
free from
dirt, dust,nicotine and other stains
·
not chipped
or shabby
Pictures:
·
free from
dirt, dust, cobwebs, streaks or marks
·
frame dust
free
Mirrors
·
free from
dirt, dust, cobwebs, streaks or marks
Floor
·
all floor
covering free from dirt, dust, debris and threads, especially under beds,
furniture, behind curtains and long side skirting
·
free from
stains
·
free from
stains
·
in good
repair
Fridge:
·
clean
·
good repair
·
defrosted
·
ice
·
underneath
free from dust
·
motor and
back of fridge clean
·
replenished
as per house policy
|
Room
nos
|
TASK UNIT 5
SERVICING BATHROOMS
Objectives:
After
completing this unit, you should be able to
·
recognise a
typical bathroom layout and operate the fixtures and fittings.
·
Service the
bathroom in a hygienic, systematic, efficient and safe manner
·
use the
correct cleaning equipment for executing
the task
·
use the
checklist.
Servicing
of a bathroom
·
bathroom
cleaning is normally completed after
bedmaking and before dusting
·
follow house
policy
1. Washing the accessories
·
glasses: as
per house policy, ensure no streaks, spots
·
ashtrays: dry
and leave as required, ensure no stains, cracks
·
waste
bins: thoroughly wash and dry inside,
replace bin liner if applicable
2. Clean the bath
·
use
appropriate cleaning agents, cloths.
Clean entire bath and surrounding tiles.
·
Pay attention
to:
Þ plug hole: no hairs/debris
Þ
taps and
chrome: shiny finish
Þ
base of taps
Þ
side panels
Þ
soap
holders/recesses
Þ overflow
·
wipe and dry
the shower, curtain and rail.
3. Clean and dry shower head and hose
4.
Spot clean walls and door front, back and jambs
5. Clean toilet
1.
Flush toilet
2.
Use toilet
cleaner in bowl and brush thoroughly to
include below water level and under rims.
3.
Wipe all
surfaces to include, rim, pedestal, and exterior pipes
4.
Clean both
sides of seat to include area at hinges
5.
Clean cisterns
and handle (wipe its underside if applicable)
6.
Clean seat
cover on both sides and leave down
7.
Wipe toilet
paper fitting
8.
Spot clean
wall and surrounding area.
6. Basin and surrounds
Clean:
1. Inside and outside of hand
basin to include surrounds, underside, pipes, base of taps, plug hole (no
hairs).
2. Clean mirror, ensure no spots, streaks.
3. Clean hair
drier and wall phone, paying particular attention to all contact areas.
7. Replenish supplies
·
replace all
towels and bath mat
·
check stock of
tissues and toilet rolls
·
replace the
guest supplies and arrange as per house policy.
8. Draw the shower curtains across
9. Ensure that ceiling is spotless
10. Clean the floor to include areas:
·
behind door
·
surrounding
toilet
·
under hand
basin
·
all corners
Do's
and Don'ts
Do:
·
use a special
cloth for cleaning glass
·
work
hygienically
·
use separate
cloth for the toilet
·
check all
towels before folding-replace if worn/stained
·
fold and
present linen and guest supplies professionally
·
Clean the
safety bath mat according to instructions
·
remove shower
curtain if stianed
·
remember the
required standards - use the checklist
Don't:
·
leave any
cleaning agent residue on baths, hand basins or tiles
·
mix the toilet
cleaner with any other cleaning agents- poisonous fumes may result
·
hide
unpleasant odours with air freshners.
Thorough cleaning will usually eliminate them.
Exercise
Check
out the purpose and operation of all bath room fittings, make a list.
Checklist
for Bathrooms
Ceiling: free from cobwebs, any marks
Door
: ledges, frame,jambs, handle
Free
from dust, dirt, cobwebs, finger marks, stains.
Bath/Shower:
*
interior and
exterior free from lime sediment, water stains, scum and cleaning agent residue
*
tiles free
from water/soap stains
*
taps and
chrome fittings to a shiny finish
*
waste grides,
stopper and overflow free from hair and slime
*
soap holder
under and upper side free from stains
*
shower curtain
free from stains and water marks and hanging neatly with sufficient curtain
hooks
*
shower hose
unblocked
*
shower tap
switched to bath
*
taps clearly
indicated and functioning
*
no 'slow
waste';
*
one hand and
one bath towel (freshly laundered and untorn) per person.
Hand
basin
*
interior and
exterior free from line sediment, water stains, scum and cleaning agent residue
*
taps and
chrome fitings to a shiny finish
*
waste grides,
stopper and overflow free from hair and slime
*
taps clearly
indicated and functioning
*
no 'slow
waste'
*
glass shelf
(if applicable) free from streaks and smears
*
tooth glass
free from water and other stains
*
fresh soap
Toilet
*
interior and
exterior totally stain free and odourless
*
seat, upper
and underside
*
lid
*
cister,
handle, pipes
*
bowl
Air
Vents: Operating and closing freely,
free from dirt, dust and cobwebs
Waste
Bin: free from dirt, dust and other
stains
Ashtray: free from dirt, dust, nicotine, not chipped
or unsightly
Toilet
Brush/Holder: clean, free from hairs
Mirror: free from dust, water stains, cobwebs,
streaky and scuff marks
light over mirror in working order
Floor: in good repair, scrupulously clean especially
behind w.c, under pipes and behind door.
****************************
TASK UNIT 6
SERVICING AN OCCUPIED ROOM
Objectives: After completing this unit, you should be
able to:
service
an occupied room to the required standards using the correct:
*
sequence
*
procedure
*
equipment
explain
the specific differences between servicing an occupied room and
checkout/departure.
thats very detailed
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