Transcript GUESTROOM CLEANING

GUESTROOM CLEANING
Preparing to Clean
In most properties, the room attendant’s workday
begins in the linen room. The linen room is
often considered the headquarters of the
housekeeping department. It is here that the
employee reports for work; receives room
assignments, room status reports, and keys;
and checks out at the end of his/ her shift.
Here too, the room attendant prepares for the
workday by assembling and organizing the
supplies that are necessary for cleaning.
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. A room attendant’s
cart is generally spacious enough to carry all supplies
needed for a half-day’s room assignments.
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.
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
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Stocking the Room Attendant’s Cart:
Check the list of assigned room;
 Refer to the list of room cleaning
supplies specified by the property;
 Begin loading cart from the bottom up.
Stock according to recommended
quantities;
 Place mattress pads, sheets, and
pillowcases on bottom shelf;
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Place bath mats, towels, face cloths, and wash
cloths on middle shelf;
 Place room supplies and amenities on top
shelf;
 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.
 Position vacuum, broom, and other sweeping
supplies on side of cart.
In most cases, all the cleaning supplies for
the guestroom and bathroom are
positioned in a hand caddy on top of the
cart. This way, the room attendant does
not have to bring the entire cart into the
room in order to have easy access to
supplies.
Items conveniently stocked in the
hand caddy include:
All-purpose cleaner
 Spray window and glass cleaner
 Bowl brush
 Dusting solution
 Cloths and sponges
 Rubber gloves
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A laundry bag for dirty linens is usually
found at one end of the cart and a trash
bag at the other. A broom and vacuum
are also positioned on either end of the
cart for easy access. For safety and
security reasons, personal items and
room keys should not be stored on the
cart.
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.
Cleaning the Guestroom
General Sequence for
Guestroom Cleaning:
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Step 1
Step 2
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Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
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Step 10
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Enter the guestroom
Begin cleaning. Tidy and air out the
room.
Strip the bed
Make the bed
Dust the guestroom
Clean the bathroom
Vacuum
Make the final check
Close the door and make sure it is
locked
Note room status on assignment
sheet and proceed to next room
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 approaching 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.
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.
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.
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 triplicate 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 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.
Entering the Guestroom
(Summary)
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Check the room status;
Check 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.”
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If the guest is asleep or in the bathroom, leave quietly
and close the door;
If the guest is awake but dressing, excuse yourself,
leave, and close the door;
If the guest answers your knock, ask when you may
clean the room;
If the room is unoccupied, position your cart in front of
the door and leave the door open. Begin cleaning.
If the guest returns while you are cleaning, offer to
finish later. Ask to see the guest’s room key to verify
that the key and room number match.
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 se 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. Open
the windows so the air conditioning and heater
to make sure they are working properly and
are set according to property standards.
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.
Follow your property’s procedures for taking care of these items
properly. Some properties have room attendants set these items
neatly in the hallway and call room service for pickup.
Empty 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. 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
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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.
Making the Bed
Step 1:
Strip the bed
Step 2
Check the mattress
pad for stains and
damage.
Step 3:
Change the mattress pad if necessary:
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Lay a fresh pad on the bed
Unfold pad right-side up and spread it
evenly over the center of the bed
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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.
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.
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.
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).
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.
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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 allpurpose cleaner around
and under the lip of the
bowl. Let it stand while you
attend to other 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 allpurpose cleaner. Check condition of
walls as you clean.
 Rinse the tub or shower walls and soap
dishes with sponge.
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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.
 Scrub the bathtub with all-purpose
cleaner. Remove and clean the drain
trap.
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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.
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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.
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Wipe dry the countertop area of the
vanity.
 Clean mirror with glass cleaner.
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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.
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Step 8:
Clean bathroom
walls and fixtures:
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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.
Step 9:
Restock
bathroom supplies:
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Replenish the towels.
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Replenish guest amenities.
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Replenish toilet and facial tissue
supplies.
Step 10:
Clean the floor:
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Spray bathroom floor and baseboards
with all-purpose cleaning solution.
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Starting with the farthest corner and
working your way toward the door, scrub
the floor and wipe baseboards.
Step 11:
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 furnitures 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 furnitures
or even dragging the
vacuum over its cord.
Vacuum side to side.
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.
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.
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. Bring this
slack part of the spread back
over the fold so the fabric
faces right side-up.
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.
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.
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.
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.