house keeping final

7/31/2019 House Keeping Final

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PLANNING AND ORGANIZING THEHOUSEKEEPING DEPARTMENT

1. Identifying Housekeepings Responsibilities.Regardless of the size and structure of a housekeeping department, it istypically the responsibility of the hotels general manager to identifywhich areas housekeeping will be responsible for cleaning. Mosthousekeeping department are responsible for cleaning the followingareas;

Guestrooms

Cori1dors

Public areas, such as the lobby and public restrooms, t

Pools and patio areas

Management offices

Storage areas

Linen and sewing rooms

Laundry rooms

Back off the house areas such as employee locker rooms

Meeting rooms

Dining rooms

Banquet rooms

Convention exhibit halls

Game rooms

Exercise rooms

Housekeepings cleaning responsibilities in the food and beverage areasvary from property to property. In most hotels, housekeeping has very

limited responsibilities in relations to cleaning food preparation,

production and storage areas. The special cleaning -mid sanitation tasks

required for


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TURNING DOWN A BED

1. Remove and fold bedspread and put it in a convenient place.

2. Un tack part of and side of the bed blanket and bed sheets; fold

back to form a right angle triangle

3. Neaten the edge by folding under surplus beddings and tuck in all

the sides

4. Place night attire on the bed, dressing gown on chair and slippers

at foot of chair.

NB: It is usual to turn down the side of the bed nearest the dressing

table. if there twin beds the two inside edges if there are two twin beds

occupied. If room occupied by one person turn down the side nearest to

bathroom /facing night stand/nearest telephone

Note besides turning down the bed in the evening the following must be

checked upon

Emptying waste basket, ashtrays and tiding rooms Wiping the bath and

wash basin and cleaning the tooth glass Folding towels and checking

bathroom supplies Checking lights and turning on the night stand light

Adjusting windows, drawing curtains and later may be putting in hot

water bottles switching on electrical items like air condition, electric

blankets


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On a cold night placing an extra blanket on foot of bed if an extra bed

has been put in the room make sure there is enough bathroom linen and

soap for the extra person.

INITIAL PLANNING QUESTIONS RESULTING DOCUMENTS

1. What items within this area must Area inventorylist

be cleaned or maintained?

2. How often must the items within Frequencyschedules

this area be cleaned or maintained?

3. What must be done in order to cleanPerformance Standardsor maintain the major items withinthis area?

4. How long should it take an employee Productivitystandards

to perform an assigned task accordingto the departments performance standards?

Maintaining these areas are usually carried out by the kitchen staff

under the supervision of the chief steward. In some properties, the

dining room staff cleans service areas after breakfast and lunch periods;


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while housekeepings night cleaners does the deep night cleaning after

dinner service or early in the morning before the dining room opens for

business. The executive housekeeper and the dining room managers

must work closely together to ensure that quality standards are

maintained in the guest service and server station areas.

The same cooperation is necessary between housekeeping and banquet

or convention services. The banquet or convention staff generally sets

up banquet and meeting rooms and are responsible for some cleaning

after the rooms are used, but the final deep cleaning are left to the

housekeeping crew. This means that the final responsibility for the

cleanliness and overall appearance of these areas fall squarely on the

shoulders of the housekeeping staff.

The general manager typically designates which areas housekeeping will

be responsible for cleaning. If these areas of responsibilities cross

departmental lines, the managers of those detents must get together

and settle among themselves any disputes about cleaning

respos1bilities. The agreement between the managers is then reportedto the general manager for his or her approval.

A good housekeeping manager can effectively solve problems with other

managers and relieving the general manager of the day-to-day

operational problems.

It is a good idea for the executive housekeeper to a floor plan of the

hotel and color in all those areas for which housekeeping is responsible.

Different coors can be used to designate those areas for which other

department managers are responsible for to ensure that all areas of the


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property have been covered, and to avoid future misunderstandings

about responsibilities. Copies of this color-coded floor plan should be

distributed to the general manager and to all department managers.

Area Inventory Lists.

Planning the work of the housekeeping department begins with creating

inventory lists of all items within each area that will need

housekeepings attention. Preparing area inventory list is therefore the

first planning activity because the lists ensure that the rest of the

planning activities address every item for which housekeeping will be


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Once housekeepings areas of responsibility have been identified,

planning focuses on analyzing the work required for cleaning and

maintaining each area.

PUBLIC AREA LIGHT FIXTURES

LOCATION TYPE NO

FREQUENCY

Entrance #1 Sconce 2 1/wk

Lobby Chandelier 3 1/mth

Entrance #2 Crown sconce 2 1/mth

Behind fountain area Sconce 3 1/wk

6. What amounts of equipment and supplies will Inventory levels be

needed in order for the housekeeping staff

to meet performance and productivity standards?

The chart above lists the initial questions that focus the planningactivities of the executive housekeeper and identifies the end results of

each step in the planning process. The resulting documents form the

plans that must be in place for the housekeeping department to run

smoothly.

4. Since the housekeeping department is responsible for the cleaning

and maintaining of so many different areas of the hotel, planning the

work of the department can seem like an enormous task.

Without a systematic, step-by-step approach to planning, the executive

housekeeper can easily overwhelm and frustrated by the hundreds of

important details. These details must be addressed


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in order to ensure that the work is not only done but done correctly,

efficiently, on time, and with the 14 cost to the department.

Sample Frequency List for Cleaning Projects

Frequency

Special projects Per week Per month

1. Wash down the tile walls in the restrooms 1

2. Strip and wax the following:

Restrooms (as necessary)

Basement hallway 1

Lounge, Lobby, and stairs 1

3. Shampoo the following:

housekeeper to use the inventory lists as a basis for developing cleaningprocedures, training plans, and inspection checklists. Some systematic

techniques must be used for e.g.

Items within a guest room may appear on an inventory list as they are

found from left to right and top to bottom around the room, and this

system should be the same one used by all the room attendants and

supervisors in the daily course of their duties.

Frequency schedules

Frequency schedules indicate how often items on inventory lists are to

be cleaned or maintained. Items that are to bec1eaipn a daily or weekly


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basis become of a routine cleaning cycle and are incorporated into

standard work procedures.

Sample Frequency Schedule,

Sample Productivity Standard Worksheet.

Step 1.

Determine how long it will take to clean one guestroom

according to the departments performance standards.

Performance standards.

One can begin to develop performance standards by answering the

question What must be done

in order to clean Or maintain the major items within this area

STANDARDS

Standards are required quality levels of performance. Performance

standards state not only what must be done, they also describe in detail

how the job must be done.


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One of the primary objectives of planning the housekeeping department

is to ensure that all employees carry out their cleaning tasks in a

consistence manner. The keys to consistency are the performance

standards which the executive housekeeper develops, communicates,

and manages.

Although these standards vary from one housekeeping department to

another, executive housekeepers can ensure consistency of cleaning by

demahdlhH3O% conformity to the standards established by their

departments. When performance standards are not properly developed,

effective1y communicated, and consistently managed, the department

suffers because the employees will not be performing their tasks in the

most efficient and effective manner.

The most important aspect of developing standards is;

1. Gaining consensus on how cleaning and other tasks can be carried

out. Consensus be achieved by having individuals who actually

perform the tasks contribute to the that are eventually

adopted by the department.

2. Performance standards are communicated through training

programs. Effective training programs must be put in place to ensure

every housekeeping staff is involved.

3. After communicating performance standards through effective

training programs, the executive housekeeper must manage

those standards. Managing standards means ensuring conformity to

standards by inspection. You cant expect what you dont


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inspect. Daily inspection and periodic performance evaluations

should be followed up with specific on

Registration area 1

Stairs 1

Restrooms 1

All dining rooms 2

Meeting rooms 1

Guest elevators 3

Employee cafeteria (as needed) 2

4. Wash windows in and louvers pool area 1

5. Clean guest and service elevator tracks 1

6. Clean outside of guest elevators 4

Tasks on an areas frequency schedule that are made part of

housekeepings deep cleaning program should be transferred to a

calendar plan and scheduled as special cleaning projects. The calendar

plan guide the executive housekeeper in scheduling the appropriatestaff to perform the necessary work.

Some factors have to taken into account while scheduling for deep or

spring cleanings. E.g. whenever possible, days marked for guest room

deep cleaning should coincide with low occupancy periods.

The deep cleaning program must also be flexible in relation to the

activities of the other departments. E.g. if maintenance department

schedules extensive repair work for several guestrooms, the executive

housekeeper should make every effort to coordinate deep cleaning of

these rooms with maintenances timetable. Careful planning will


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produce good results for the hotel with the least possible inconvenience

to guests or even to other departments.

Pool area Pole lights 32 1/mth

Fountain area Pole lights 16 1/mth

Restaurant courtyard Pole lights 10 1/mth

Restaurant courtyard Wall lights 5 1/wk

Restaurant entrance Chandelier 1 1/wk

Other items that must be cleaned or maintained biweekly, monthly,

bimonthly or according to some other cycle are also inspected on daily

or weekly basis, but they become part ofa deep cleaning or spring

cleaning program and are scheduled as special cleaning projects.

Equipment and Supply Inventory Level


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After planning what must be done and the task are to be performed and

executive housekeeper must ensure that the employees have the

necessary equipment-and supplies to get their jobs done.

Appropriate inventory levels are planned by answering the following

question; what amount of equipment and supplies will be needed

for the housekeeping staff to meet the performance and

productivity standards of the department?

The answer to this question ensures the smooth daily housekeeping

activities and forms the basis for planning an effec6tive purchasing

system.

There are two types of inventories;

1. Items which are recycled during the course of hotel operations.

2. Non recycled items which are consumed or used up during routine

activities.

The executive housekeeper must establish reasonable levels for both

recycle and non-recycle inventories

Quality and quantity are like two sides of a coin. On one side if the

quality expectations (performance standards) are set too high, the

quantity of work that can be accordingly may be unacceptably low. This

forces the manager to add more and more staff to ensure that all the

work gets done. This will very soon lead to a problem with the general

manager about overstaffing. The quality and quantity of the work to be

done has to be realigned by redefining the performance standards in

light of more realistic productivity standards.

On the other side, if performance standards are set too low, the quantity

of work that should be done accordingly will be unexpectedly high. At


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first the general manager may be delighted, but complaints from guests

and staff may begin to increase forcing the general manager to again

step in solution. This time, the general manager may decide to replace

the executive housekeeper with a person who will establish - higher

performance standards and monitor departmental expenses more

closely.

The challenge is to effectively balance performance standards and

productivity standards. Quality and quantity can serve check and

balance the other. A concern for productivity need not lower

performance standards - it can sharpen and refine current work methods

and procedures. If room attendants are constantly returning to the

housekeeping area for cleaning and guestroom supplies, there is

something wrong with the way they set up and stock their carts.

Wasted motion is wasted time, and wasted time depletes the most

important and most expensive resource of the housekeeping

department; LABOUR. The executive housekeeper must always be on

the alert for new and more effective work methods. Remember the

executive housekeeper will rarely have all the resources necessary to doeverything he or

Step 2

Determine the total shift time in minutes

8 hours x60 minutes = 480 minutes

Step 3

Determine the time available for guestroom cleaning.

Total shift time .. 480

minutes.

Less:


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Beginning of shift duties ..20

minutes

Morning break 15

minutes

Afternoon /lunch.

l5minutes

End of shift duties 20

minutes

Time available for guestroom cleaning 410 minutes

Step 4

Determine the productivity standards by dividing the result of step 3 by

the result of step 1.

410 minutes

27 minutes = 15.2 guestrooms per 8 - hour shift.

Since performance standards vary from property to property, this

figure is used for illustrative purposes only. It is not a suggestive time

figure for cleaning guestrooms.

The - job coaching and retraining. This ensures that all employees areconsistently performing their tasks in the most efficient and effective

manner. The departments performance standards must be reviewed at

least once a year and appropriate revisions made as new work methods

are implemented.

Productivity standards.

While performance standards establish the expected quality of the work

to be done, productivity standards determine the quantity of work to

be done by the department employees.

The executive housekeeper begins to establish productivity standards

by answering the question. How long should it take a housekeeping


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employee to perform an assigned task according to the departments

performance standards Productivity standards must be determined in

order to properly staff the department within the limitations establish by

the hotels operating budget.

Productivity standards, just like performance standards, also vary from

one housekeeping department to another.

1 . CLEANING EQUIPMENT:

Proper Use and Maintenance CHEMICALS

2. MATERIAL STORAGE AND USE

3 . Debris and trash management practices are policies and

procedures designed to minimize the generation of waste and to

handle and dispose of waste in a manner that minimizes

6. Workplace Safety and Health Protection

Protection against Accident, Hazardous Substances, Odours,

Noise, and


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Injury

Minimizing the risk of accident and fire

Providing sufficient provisions in case of accident and fire

Creating a safe work environment for employees

Supplying and properly maintaining personal protection

equipment

Using harmful substances with care

Reducing health risks to workers

Controlling air emissions

Minimizing odours Lowering noise levels

4. Water and Waste Water Reduction of Water Consumption,

Waste Water, and Pollution

Monitoring water consumption and quality

Reducing water consumption in manufacturing

processes and other areas

Avoiding spillage and leakage

Reusing and/or recycling suitable water sources-Reducing waste

water pollution

Treating waste water in an environmentally-sound way

5. EnergyReduction of Energy Consumption and

Use of Waste Heat and Environmentally Sound Sources of

Energy

Monitoring energy consumption


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Reducing energy consumption and costs

Avoiding energy losses and optimizing

electrical installations

Recuperating and reusing energy

Operating electrical equipment (for lighting, heating, cooling,

freezing, air conditioning) in an energy-efficient way

Implementing a preventive maintenance programme for

equipment

Purchasing energy-efficient equipment

Dealing adequately with black-outs

6. HOUSEKEEPING & LAUNDRY POLICY & PROCEDURE

MANUAL

7. HOUSEKEEPING PROCEDURES FOR HOTEL GUEST ROOMS BED

MAKING, ROOM CLEANING AND MAINTENANCE:

8. INTERIOR DESIGN

9. HOUSEKEEPING TERMINOLOGIES.

1O. S.O.P how to make a bed, clean a room, use equipment, clean a

toilet ,bathroom rooming a guest, room service procedure.

11. Turning down a bed.

12. WALLS AND WINDOW TYPES

13. FIRE AND FIRST AID

14. FLOWERS AND GARDENING, AMBIANCE

15. PERSONAL GROOMING BODY HYGIENE.

16. HOUSEKEEPING RELATIONSHIP WITH OTHER DEPARTMENTS LIKE

SECURITY, FRONT OFFICE,MAINTENACE AND CO-WORKERS

How to Clean a Hotel Room


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2. Put clean sheets on the bed (one fitted sheet, one flat sheet) and

clean pillowcases on the pillows. Replace the blanket and comforter.

Fold approximately 1/4 of the comforter down from the top of the

bed, and set the pillows on the crease. Then pull the comforter up

over the pillows back toward the top of the bed. This is the standard

way to make the bed in many hotels.

3. Clean the bathroom. Use several rags to prevent cross

contamination. Spray the bathtub and shower walls with bathroom

cleaner, and wipe them down with a rag. Rinse with water if the

chemical you use requires rinsing. Change the shower curtain if it is

dirty. Spray the toilet and seat with bathroom cleaner, and wipe it

down with a different rag. Spray bathroom cleaner in the sink bowl

and on the vanity surface. Use a new rag to wipe the vanity surface

first and then wipe the sink bowl. Spray glass cleaner on the mirrors

and wipe with a new rag. Replace trash bags, toilet paper, towels,

and other amenities provided by the hotel such as soap, shampooand shower cap.

4. Clean the mirrors, windows, TV, and phone in the guest room

with the glass cleaner. Wipe down any hard surfaces of furniture

such as the desk, dresser, nightstand, lamps, headboard and

inside of drawers. Remove stains from the carpeting or

upholstery with a cleaning product made specifically for

carpeting and upholstery.

5. Replace trash bags in the room. Make sure all other items

provided by the hotel are replaced, such as laundry bags,

laundry slips, do-not-disturb signs, in-room guest guides, and


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chocolate for the pillows. Remove all rags and cleaning products

from the room. Vacuum the carpet, and spray the room with air

freshener.

Read more and do more research on the way rooms are cleaned: DAVID

OPITO.

SIMPLE ORDER OF WORK FOR AN AREA

Open windows where possible remove litter and dirty crockery etc

Attend to main jobs e.g. beds, fireplace...

Sweep if required.

Dust and if necessary dry mop.

Vacuum clean carpet and up holster...

Spot clean carpet and paint work as necessary..

Survey the room

TO CLEAN A TELEPHONE

Dust daily and wipe ear piece free of grease occasionally clean the dail

and disinfect ear and mouth piece

TO CLEAN A TELEVISION SET

Remove plug from wall to disconnect electricity move set as little as

possible dust all over use damp cloth to clean screen

THE CARE OF AN ELECTRIC BLANKET

Un plug from socket.

Keep blanket as flat as possible.


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Avoid getting it wet.

When necessary send protective covering to laundry.

Report frayed flexes plus any other defect.

Electric blankets should be returned to the manufacturer for cleaning

and servicing.

TO CLEAN MIRRORS AND GLASS SURFACES

Dust daily. Wipe with damp cloth when necessary. .Polish with lint free

cloth.. Treat frame according to kind. Remove hair spray marks on

mirror by using acloth moisture with methylated spirit/window spray or

furniture polish.

TO CLEAN CORK/RUBBER BATH MATS

Wipe daily with a damp cloth -

when necessary wash and rub with fine scouring powder

Rinse and stand upright to dry

TO CLEAN WB LAVATORY BASIN / BIDELRemove hair, fluff etc from waste chain and over flow, Wash and dry

tooth glass Clean basin, pedestal surrounds with swab and scouring

liquid especially soap wells round base of taps.

Rub tap chain and plug hole and dry basin

TO CLEAN WC

flash pan, brush well and flush again

If pan is still stained, use toilet cleaner and give time for it to work Brush

and flush again

wipe pedestal seat, lid surround with a suitable cloth and dry Check

toilet paper and leave a spare


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DAILY CLEANING OF A BATHROOM WITH TILED WALLS AND

FLOOR

Open window if possible.

Remove soiled linen and empty sanbin.

Clean bath, shower and washbasin

wipe remaining fittings and surfaces including walls and mirrors extra

Put out clean towels and bathmats check for soap toilet paper, lavatory

cloth, paper bags for sanitary towels finally wash the floor

ORDER OF WORK FOR DIALY CLEANING OF AN OCCUPIED ROOM

For a Room has WB and carpetOpen window, if necessary remove early morning tea / breakfast trayStrip bed Empty ash tray, waste paper basket and generally tidy roomAttend to wash basin fold towels and check for soapMake the bedAdjust windowDust all furniture and fittingsMop surrounding

Carpet sweep! Vacuum clean carpet square

Survey room and close doors

THE CLEANING OF A PRIVATE SITTING ROOM IN THE HOTEL

Remove rubbish

Straighten chairs

bunch up cushions etc


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dust surrounding carpet and vacuum cleaning can be handled later

side board contents and cleaning are usually handled by special staff.

ORDER OF WORK FOR SPECIAL CLEANING OF A VACATED ROOM

Open window-remove early morning tea/breakfast tray.

Look for lost property and wipe out drawers, inside of the wardrobe and

check coat hangers,

strip bed and remove soiled linen and towels.

Empty ash trays wastepaper basket extra.

Make bed with clean linen.

Adjust window..

Sweep carpet edge and upholstery/vacuum clean

Remove marks from paint work and attend to mirrors and fittings

including all ledges, pictures, lights telephone, television and radio

wiping, dusting and polishing as necessary.

Refill folder, replacing card and literature if at all marked, making sure

that bible and telephone directories are conveniently placed.

ATTEND TO BATHROOM BY

wash basin, bath we [as previous] wipe/dust all surfaces

put out clean towels, soap and toilet paper clean floor according to kind

vacuum clean upholstery and carpet edges with suitable vacuum

cleaner survey room and close the door linen

N.B Leave bed to air, service bathroom before making bed although

making a bed early makes room tidy early. Assistant Housekeeper

should check vacated room for lost items before maids arrival.


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Please Read, research and practice more on the way hotel rooms are

cleaned and this will also vary from establishment type:

HOUSEKEEPING TRAINING.

How To Clean A Toilet


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Its the chore you never want to do but have to. So you might as well

clean the toilet the right way. Once complete, you have no excuse but to

invite the in-laws around

You will need

Rubber gloves. You must only use these for cleaning the toilet so

its a good idea if they are a different colour to your regular

household gloves

a household sponge

a cream cleaner

a toilet brush

bathroom spray

and paper towels

How to clean a toilet

Cleaning the toilet is that essential task that everyone hates to do. You

never know where those germs are lurking or how to effectively remove

them. Help is at hand, Jacqueline Hansson, our expert from Amy

Cleaners, shows us how to get great result from this dirty chore.

Step 2: Clear the area

Remove any items that are kept around the toilet This prevents them

from getting in the ay as you clean.

Step 3: Damp down

Wet a household sponge with hot water. Use the soft side to wipe

around the cistern, lid, seat and base of the toilet. This removes any

dust, dampens any stains and helps the cleaning product disperse.


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Step 4: Inside the bowl

Lift the seat and squirt a generous amount of cream cleaner around the

inside of the bowl and rim. A cream cleaner is good for this jobs as it

clings to the dirt yet wont scratch the surface and isnt to do. Scrub

thoroughly with a toilet brush. Pay particular attention to any lime scale

stains at the back of the bowl and around the water line. The longer you

take, the better the end results will be.

Flush the toilet to give the bowl and the brush a rinse. Keep working the

brush to remove traces of the cleaning product You may need to flush it

several times for a full rinse.

Step 5: Spray the exterior

Spray the lid, seat, base and cistern with a specialist bathroom spray

until it is very wet

TOP TIP

Jacqueline recommends using disposable paper towels to work the spray

around the toilet. This polishes to a good finish and prevents spreadingthe germs the way a cloth would. If you prefer to use a cloth, wash it

well afterwards and store it in a separate location to your other cloths to

prevent a mix up.

Make sure you clean into all the nooks on the underside of the lid. And

dont forget the base.

Check your handy work, if you see any areas you have missed, do that

part again.

You will need

Step 6: Handle


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Clean the handle the a little spray and paper towel. This is the part

every one touches immediately after they have used the toilet, ifs a key

germ spreading point so be thorough

Step 7: Surrounding area

Spray the floor and tiles around the toilet with the bathroom spray. This

is important, remember not all men have great aim! Clean off with paper

towels.

Step 8: Replace items

mars the dirty bit done. Now remove the toilet cleaning gloves and put

on general house hold gloves. Give all the items from around the toilet a

rinse under a cold tap. And then wipe with a paper towel or cluth to

remove any dust, spills or drips.

Step 9: Done

Shiny and germ free.

With Thanks to:

Jacqueline Hansson at Amy Cleaners


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How To Clean A Window

How to clean a window or glass door to a perfect shine, in a few easy

steps. Save money on your window-cleaning bill and do it yourself by

following this straight-forward video.

Step 1 You will need

some warm water

1 bucket or bowl

some washing up liquid

some Clear household vinegar

1 window cleaning washer

1 window cleaning wiper

1 pair rubber gloves

some black & white newspaper

Step 2: The weather


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First of all- look outside. Is it sunny? Cleaning windows is one thing best

done on a cloudy day. The sun will dry your cleaning solution too

quickly, and leave streaks of dried solution.

Step 3: Preparation

There are two options. Soapy and vinegary solutions are both effective

in cleaning windows. You may even wish to use one after the other to

really get the shine you want

Put on some rubber gloves, to protect your hands.

For the soap solution, add a little washing up liquid to half a bucket of

warm water. This mixture may seem simple, but many professional

window cleaners use it washing up liquid makes the window slippery, so

you can collect dirt without scratching the glass.

For the vinegar solution, add a generous amount of clear vinegar to a

bucket of warm water. Vinegar gives a real shine to the window, and

prevents streaking.

Step 4: Outside first

Start by cleaning the outdoor side of your window first Gather all yourequipment together so you wont have to run indoors again while you

are cleaning.

Step 5: Sponge it down

Here we are using a special window washer like this. The handle allows

for easier cleaning. However, you can also use a natural sponge.

Manmade sponges are too abrasive to use to clean glass, and not as

absorbent as a natural one.

Soak the window washer in the solution you have chosen. The wiping

technique is the same for all cleaning solutions.


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Wipe over the window in an up and down and side to side motion,

removing as much dirt as you can.

Step 6: Wiping

Now use your window wiper blade to wipe down the window.

Using an even light pressure, wipe the wiper blade from one side of the

window to the other. Wipe the blade with a cloth. Then repeat the

motion, this time overlapping the previous stroke. Continue in this

manner until the window is dry.

If you dont have a window wiper, find some old black and white

newspaper. Crumple up a few sheets, and rub against the glass in a

circular motion until the glass is shining like new. Newspaper with

coloured print will not work as well, and may even transfer colour onto

the window. However, even black and white newspaper can transfer ink

onto your hands, which is why its a good idea to keep those gloves on.

Step 7: The inside windowBefore you begin to clean, protect the floor area from drips by

surrounding the window area with old newspaper.

As before, use the window washer to wash the windows with the

washing up liquid or vinegar mixture. When youre done, wipe the

window with the plastic bide.

When you wiped down the outside window with the plastic blade, you

worked horizontally, from side to side. When you wipe the indoor

window, move the wiper vertically, from top to bottom. This way, if you

end up with any streaks, you will know which side of the window. they

are on.


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Step 8: Perfect your work

When the windows have dried, check to if there are any remaining

streaks of cleaning solution or dirt. If you do spot any, crumple up a

sheet of black and white newspaper. Rub this against the streak, and the

glass will soon be spotless.

HOW TO CLEAN A MIRRROR WITH SPOTLESS RESULT

Step 1: You will need


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Jacqueline Hansson from Amy Cleaners shows us how its done. Cleaning

a mirror has never been simpler


rubber gloves

a large sponge

a glass cleaning spray

a squeegy

and paper towels

Step 2: Damp down

Wet the large sponge with hot water. Starting at the top of the mirror,

wipe downwards until the entire mirror is wet This softens any marks

and helps to distribute the cleaning product.

Step 3: Spray

Spray a glass cleaning product over the entire mirror. Be generous with

it.

Rinse the sponge and squeeze out any excess moisture. Starting at the

top rub it over the mirror to clean off any smears or stains. Pay extra

attention to the dirtier areas

Step 4: Squeegy

Working from top to bottom drag the squeegy down the mirror. Move

from side to side across the bottom to remove any lasting traces of the

spray.

Step 5: Polish


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Have a good look at your work. If you see any smudges or defects clean

them off with the paper towel. Paper towels are good for this job as they

dont leave any lint behind but polish to a gleaming finish.

Finally dry off any water splashes from around the mirror area.

Step 6: Done

Spotless

With Thanks to:

Jacqueline Hansson at Amy Cleaners

How To Clean A Tiled Floor


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Clean A Tiled Floor. Dont be a slob, get or the job A clean tiled floor

adds that extra sparkle to your house!


rubber glows

a bucket and mop

a broom

and a multipurpose cleaning detergent

Step 2: Sweep

Using a broom, sweep up any crumbs away from the edges and into the

centre of the room. Dispose of these pieces.

Step 3: Mix the cleaning solution

Fill a bucket with warm water, and add the required amount of

detergent. The back of the bottle will tell you how much for you specific

product.

Step 4: Get mopping

Dip the mop into the bucket and squeeze of any excess water. Work the

mop across the floor in a back and forth motion. Do the far corners first,

working your way towards the door. This way you wont be mopping

yourself into a corner. Leave to dry naturally for a smudge free finish


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Procedures for Guestroom Cleaning

GUESTROOM CLEANINGThe guestroom is the main product that a property sells. The conditionof the guestroom conveys a critical message to guests. It shows the carethat the property puts into creating a clean, safe, and pleasantenvironment for its guests.

Recognize that the guestroom is the heart of the hotel!

No other feature or service provided will impress the guest more than aspotlessly clean and comfortable guestroom.

Housekeeping plays a greater role than any other department inensuring that the gu1&room (the main product that a property sells)meets the conditions that guests need and expect,

To maintain the standards that keep guests coming back, roomattendants must follow a series of procedures for guestroom cleaning.

A systematic approach can save time and energyThe room attendants work day begins in the Linen room.The linen room is often called the headquarters of the

housekeeping department.It is here the employee

reports to work

receives room assignments

receives room status reports

receives keys

checks out after shift

prepares for workday by assembling supplies

Assembling SuppliesFor the professional room attendant various cleaning supplies andequipment, linens, room accessories, and amenities are necessary forpreparing a guests room.

A well- organized and well- stocked room attendants cart is a key toefficiency.


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It enables the attendant to avoid wasting time looking for cleaning itemsor making trips back to the linen room .for more supplies.

A room attendants cm. usually spacious enough to all supplies needed fhalf-days room assignment.

Carts will vary according to the types of rooms being cleaned theamenities offered,

Stocking the cartCarts are stored in the linen room along with housekeeping supplies.Most carts have three shelves -the lower two for linen and the top forsupplies.

Dont overstock or under stock the cart!

Items found on a cart

clean sheets, pillowcases, and mattress pads

clean towels, washcloths clean bath mats

toilet and facial tissue

fresh drinking glasses

soap bars

clean ashtrays and matches

All cleaning supplies for guestroom and bathroom are positioned in ahand caddy on top of the cart.This way, the room attendant does not have to bring the entire cart(which has to be positioned at the entrance of the guest - room!) intothe room in order to have easy access to supplies.

Items stocked in the caddy are:

all - purpose clean

spray window and glass cleaner

bowl brush

cloths and sponges

rubber gloves

A laundry bag for dirty linens is found at one end of the cart and a trashbag at the other.A broom and vacuum are also positioned on either end for easy access.

Room Assignments


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The order in which rooms are cleaned will be determined by the roomstatus report (housekeeping report).

It provides information on the occupancy or condition of the hotel roomson a daily basis.

The front desk notifies housekeeping by phone or computer systemIn turn, once a room is clean and back in order, the flow of information isreversed.The room is again ready for sale.There are several categories of room status, but, for the most part, aroom attendants cleaning schedule will be determined

Check-out (A room from which the guest has already checked out)

Stay over (A room in which the guest is scheduled to stay again)

Due out a room from which a guest is due to check out that day

Early makeup C early check - in time or a request for roomcleaning as early as possible)

A floor supervisor uses the information from the room status report to

draw up room assignments for housekeeping personnel.

The number of rooms assigned a room attendant is based upon the

hotels work standards for specific types and cleaning tasks.

The room attendant uses the assignment sheet to plan the workday and

to report the condition of each-room assigned at the end of the shift.

After reviewing the assignment sheet, a room attendant will know where

she/he should begin cleaning.

The order in which rooms are cleaned is the order which best serves

guests.

Check- outs are usually done first.

Exemptions are early -makes.

Then stay overs are being cleaned.


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Due outs are the last room cleaned.

A Do Nut Disturb sign clearly indicates that the room attendant

should check back on the room later in the shift.

If rooms are double - locked from inside, the room attendant will delay

servicing.

Cards are left by the door which indicates that attempts at service have

been made.

Room attendants have to report such rooms if He/she was unable to

service the room by 2.00 or 3.00 p.m.

When a guest refuses service, the floor supervisor should make

arrangements for time for cleaning convenient for the guest.

Under no circumstances should a room remain un serviced for morethan two days without the approval of the general manager.

Entering / cleaning theRoom attendants must follow a system to consistently producespotlessly clean guestroom.

To be most effective, guestroom cleaning should follow a generalsequence from actually entering the guestroom to the final check anddeparture.Guestroom cleaning begins at the moment the room attendantapproaches the guestroom door.

It is important to follow certain procedures when entering the guestroom

that show respect for the guests privacy.

When approaching a guestroom, first observe whether the guest hasplaced a Do Not Disturb sign on the knob.

Be sure that the door is not double - locked from the inside.

Respect the guests wishes and return later.


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7. Vacuum.

8. Make the final check.

9. Close the door and make sure it is locked.

10. Note room status on assignment sheep and proceed to next room

Beginning tasks

turn on all lights, allows you to check for light bulbs to be replaced

air out the room

check air conditioning and, heater

take a look at the condition of the room

make note of any missing or damaged items

if repairs are needed notify your supervisor

replace dirty ashtrays

replace glasses

dont forget matches

collect any service trays

set items (dish and bottles or cans)in the hallway to be collected

room service

empty the trash

replace wastebas1et liners

straighten newspapers and magazines

in rooms where guests have checked out, check drawers for

personal items left behind, report these items

your supervisor, or hand them in to lost and found.

Making the bed

Making the bed is the next task you do in guestroom cleaning. It is

important to start cleaning here - especially in stay- over rooms.


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If the guest returns while you are elsewhere in the room, the freshly

made - up bed wil1give the room a neat appearance. - Even if other

areas have not been touched.

In check - out rooms strip the bed shortly after entering and remake it

near the end Q your cleaning.

This way the bed has a chance to air out.

remove personal item from bed

remove bedspread and blanket and place them on chair

if blanket or bedspread are dirty - replace them

strip bed of dirty linen

place pillows on the chair

check the mattress and mattress pad

if mattress pad is dirty, replace it unfolding right side up

smooth out wrinkles

finish one side of the bed first

pie bottom sheet on mattress

start mitering ( a simple way to make a smooth, neat corner) in

the upper- left - hand corner of the bed

move to the foot of the bed - still on the left - hand side - and

miter that corner of the bed

place a fresh to sheet on the bed, wrong - side up

then, place blanket on top of the sheet turn the top sheet over blanket about six inches

smooth hand over the bed so the surface appears even

miter top sheet and blanket in the bottom lefthand corner of the

bed and tuck them in along the side of the bed


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miter the bottom set at the right foot of the bed,

followed by the top sheet and blanket

move down the right - hand side of the bed and miter the bottom

sheet in the top right corner fold the top sheet over the blanket so it is even with the left

hand side

center the bedspread evenly over bed

fold the bedspread down from the head of the bed leaving enough

room to cover the pillows

fluff the pillows and put on pillowcases

position the pillows at the head of the bed with open ends facingthe side of the bed

pull bedspread over pillows

Notice ! that this method of finishing beds avoids hand

contact with the cases after they are put on the pillows.

Dusting

The items needing dusting vary from property to property. As a generalrule the following should be dusted and / or polished:

Picture frames

Mirrors

Headboards

Lamps, shades, and light bulbs

Bedside tables

Telephones

Windowsills

Window and sliding glass door tracks

Dresser - including inside the drawers

Television and stand


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Chairs

Closet shelves, hooks, and clothes rod

Top of doors, knobs, and sides

Air conditioning an heating units, fans, or ventsFinally, check the walls for spots and marks and remove any smudges

with a damp cloth and all purpose cleaning solution.

Cleaning the bathroom

A clean bathroom is important for more than simple appearance.

Considering health and safety, the room attendant must take extra care

when scrubbing, rinsing, and drying bathroom surfaces.

Bathrooms are usually cleaned in the following sequence:

shower area - vanity and sink - toilet - walls and fixtures- floor.

It is important to work from top to bottom to avoid spotting or dirtying

areas already cleaned.

The necessary cleaning9uipment is stocked in the hand caddy.

Cleaning items consist of:

all-purpose cleaner for bathroom surfaces

cloths and sponge

glass and mirror cleaner

rubber gloves

protective eye covering

odorless disinfectant

Do not use guest towels for cleaning!

Never stand on the edge of the tub when cleaning.

Check the drain trap for hair.

Clean the shower head and fixtures.


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Aim the shower head the correct position.

Wipe and polish fixtures with dry cloth.

Clean shower curtain or door.

Pay special attention to the bottom where mildew mayaccumulate.

Exercise the same care when cleaning the vanity and mirror.

Clean the countertop and basin.

Make sure that you remove any hair from the sink stopper or:

drain.

Wipe up spillage or from toothpaste or soap.

Rinse and polish the1fixtures.

Finish vanity area by cleaning the mirror.

Next, clean toilet bowl and exterior surfaces.

Dont use acid bowl cleaners as they damage surfaces.

Use bowl cleaners only once or twice a year when deep cleaner

Flush the toilet to remove any residue and apply cleaner around and

under lip of bowl. Scrub the toilet with the brush around the insides and

under the lip - then flush again. Use cloth damp with cleaning solution to

clean the top of the seat, the lid and the insides of the tank. Finally,

clean the exterior of the bowl, working down the sides to the base.

Replenish towels, washcloths, bath mats, toilet and facial tissue,

and guest amenities.

Spot - clean for finger price and other smudges on the wall.

Wipe down walls and clean both sides of bathroom door.

Check that you have left the bathroom in the best possible

condition before turning out the lights.


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Vacuuming

Before vacuuming, loosen dirt around baseboards with -a broom or rag

so it is easier to pick up.

Run vacuum over all exposed areas of the carpet that you can reach.

Start at the farthest end of the room and vacuum way back. Be careful

not to bump the furniture.

Final Check

After reloading your vacuum and cleaning supplies on your cart, take a

few moments to give the room a careful look from the guests

perspective

You may discover something have overlooked.

Your last look is the guests first impression!!

Stocking the Room Attendants Cart

Equipment room attendants cart

list of assigned rooms

specifications for supplies

supplies

ProceduresStep 1

Check list of assigned rooms.

Step 2Refer to the list of room cleaning suppliesSpecified by the property.

Step 3Begin loading cart from the bottom up.

Step 4Place mattress pads. sheets, and

pillowcases on bottom shelves

Step 5Place bath mats. towels, face cloths, anwash cloths on middle shelf.

Step 6Place room supplies and amenities on tshelf

Step7

Stock hand caddy with cleaning supplie

cc-. as all-purpose cleaner, cloths and

sponges bowl brush, glass cleaner, and

dusting section. Position on top shelf.


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Stock according to recommended quantities.Position vacuum, broom, and other sweeping supplies on side of cart.

Entering the Guestroom

Equipment

properly stocked room attendantscart

ProceduresStep ICheck the room status.

Step 2Check for a Do Not Disturb sign.Do not knock if a sign is on the door.

Step 3Announce presence. Knock firmly and sayHousekeep. Do not use a key to knockon the door. -

Step 4

Wait for a response. If you dont hear ananswer knock again and repeatHousekeeping.

Step 5Wait a second for a response. If you still donot receive an answer, open the door slightly and repeatHousekeeping.

Step 6If the guest is asleep or in the bathroomquietly and close the door.

Step 7If the guest is awake but dressing, excuyour self, leave, and close the door.

Step 3If the guest answers your knock, ask .when may clean the room.

Step 9If the room is unoccupied position yourfront of the door and leave the door .orBegin cleaning.Step 10

.

Step 10

If the guest returns while you are

cleaning to finish later. Ask to see the

guests key, in order to verify that the

key and room number match.


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Cleaning the Guestroom: Beginning Tasks

Equipment hand caddy stocked with cleaning supplies

light bulbs

clean ashtrays and matches

clean water glasses

wastebasket liners

Procedures

Step I

Remove hand caddy from cart and carry into he room

Step 2Turn on all the lights. Replace any burned-out lightbulbs.

Step 3Open the draperies. Check drapery co4arid hooks.

Step 4Open windows if appropriate. Check for breakage anddirt.

Step 5Check the air conditioning and heating unit or properoperation. Set according to property standards.

Step 6Check the general room condition.

Stripping the Bed

EquipmentDirty clothes hamper located attendants cart

ProceduresStep IRemove any clothing or personal items from the bed.

Step 2Remove the bedspread and blanket and place themon a chair.

Note an damaged or missing item

Notify your supervisor if anything ovalue is gone or if something need

Step 7Remove and replace dirty ashtrays.Replenish matches.

Step 8Remove and. replace dirty glasses.

Step 9Collect any food service trays and dishes

Set items neatly outside the door.

Call room service for pickup.

Step 10Empty the trash and replace wastebaskeliners .

Step 11Straighten newspapers and magazines sover rooms.

Step 12For check-out rooms reports any personbelongings left supervisor.

Step 4Remove cases from pillows. Place thepillows aside with the bedspread andblanker.

Step 5Remove the sheets.

Step 6Put soiled linen into the dirty linen hagon :he cart.

Step 7


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Stripping the Bed

Equipment

dirt, clothes hamper located on thorn

Making the BedEquipment clean bed linenProceduresStep 1Strip the bed.

Step 2Check the mattress pad for stains anddamage.

Step 3Change the mattress pad necessary

Lay a fresh pad on the bed.

Unfold pad right-side up andspread itevenly over the center of the bed.

Smooth out any wrinkles.

Step 4Notify your supervisor if you note stainsor damage to the mattress.

Step 5Center the bottom sheet on the mattressso equal amounts of sheet hang overeach side of the bed.

Step 6

Miter the cotton sheet at the upper letcorner at the bed.

Step 7Miter the bottom sheet at the lower leftcorner at the bed.

Step 8Tuck in bottom sheet along the left sideof the bedStep 9

Place the top sheet on the bed. wrong-side u .

Step l2Tuck in the top sheet and blanket along side of the bed.

Step 13Walk to the other side of the bed.

Step 14Miter the bottom sheet at the lower rightcorner of the bed.

Step 15Miter the top sheet and blanket at the rigcorner of the bed.

Step 16Miter the bottom sheet at the upper bottof the bed.

Step l7Tuck in bottom sheet along the right sidethe bed.

Step 18Turn the top sheet over the blanket as instep 10

Step 19Make sure the blanket and sheet are tucin neatly along the sides and foot of bed

Step 20Center the bedspread. Make sure the sea

and pattern of the spread are straight.

Step 21Fold the bedspread down from the headleaving enough room to cover the pillows

Step 22Slip the cases over the pillows.

Step 23Place the pillows at the head of the bed a

bring the bed spread over them. Tuck inbedspread beneath the pillows.


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Equipment

DUSTING

Equipment

Clean dust cloths

Dusting solution

Glass cleaner

Spray disinfectant (optional)

ProceduresUsing a cloth sprayed with dustingsolution, dust items located on wallsor high off the floor. Work clockwisearound the room. Items include:

Headboard Picture frames Lamps, shades, and light bulbs Any air conditioning or heatingunits you can reach

Step 2Dust and polish mirrors. Spray glasscleaner on a clean cloth and wipedown the mirror.

Step 3Check the windows carefully. Cleanwith glass cleaner it necessary.

Step 4Dust the windowsill.

Step 5Dust and polish the dresser. Openthe drawers and dust the inside

surfaces.

Step 6Dust the nightstand. Start with thetop surface and work your way downthe sides to the legs or base. .

Step 7Clean and dust the telephone. Checkproper operation by picking up thereceiver and listening for the dial

tone. Use spray disinfectant on themouthpiece and earphone

Step 9Clean the front of the television setwith glass cleaner. Turn on the set tomake sure it works properly, then turnit off.

Step 20Dust any tables, beginning with topsurface and working your way down to

the base and legs.

Step 21Dust wood or chrome surfaces onchars. beginning at the top and workingyour down the legs.

Step 12Clean both sides of the connecting doorand adjoining guestroom. if applicable.

Wipe from top down.

Polish the knobs and remove anysmudges around the knob area.

When finished, make sure thedoor closed and locked.

Step 23Clean the closet

Dust both the top and undersideof the closet shelf. Remove anysmudges cc the surfaces.

Wipe down the closet rod. Dust hangers and hooks.

Clean and dust both sides of theclose door.

Step 14Wipe down light switches and clean anysmudges on surrounding wall area.

Step 15Clean both sides of the guestroom

door.


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Cleaning the BathroomEquipment

all-purpose cleaner

clean cloths and sponges

glass cleaner

bowl brush clean bath towels, hand

cloths, and bath mat

ProceduresStep 1Turn on lights and fan. Replace anyburned- out light bulbs. Check fanfur proper operation.

Step 2Remove used towels, washcloths,and bath mat.

Step 3Empty trash and wipe container.

Step 4Flush the toilet. Apply all-purposecleaner around and under the lip ofthe bowl. Let it stand while you

attend to other cleaning tasks.

Step 5

Clean the shower area.

Check the shower head tomake sure it is positionedcorrectly.

Wash the tub or shower wallsand soap dishes using a dampcloth and all-

Purpose cleaner. Checkcondition of walls as youclean.

Rinse he tub or shower wallsand soap dishes with sponge.

Clean both sides of the showercurtain or shower door. Payspecial attention to thebottom where mildew mayaccumulate. Wipe dry.

Clean shower curtain rod or

cl4n} the tracks and frame ofthe shower door

Step 6Clean the vanity and sink area.

Run some warm water into thesink. Add the correct amount of allpurpose cleaner.

Clean the countertop area of thevanity

Clean the sink. Remove drain trapand clean.

Clean sink fixtures. Polish dryremove water spots.

Wipe dry the countertop area ofthe vanity.

Clean mirror with glass cleaner.

Step 7

Clean the toilet Scrub the insides of the toilet and

under the lip with the bowl brushflush.

Using cleaning solution and a clothclean the top of the seat the lid thetank and the outside of the bowl.

Wipe dry all the outside surfaces.

Close the Lid

Step 8Clean bathroom walls and fixtures

Dust light fixture

Using a clean damp cloth , spotclean tangerines and smudges

Wipe down electrical outlets andlight surrounding wall area

Wipe and polish towel bars

Dust all exposed piping

Clean both sides of the bathroomdoor

.Step 9Restock bathroom supplies.

Replenish the towels.

Replenish guest amenities.

Replenish toilet and facial tissuesun plies.

Step 10Clean the floor.

Spray bathroom floor andbaseboard with all purposecleanin solution.


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The Maids Cart

The maids cart [Plate I (Fig. 2.1)] is a trolley meant to stock a given

number of linen item, supplies and equipment to service an allotted

number of rooms. Each maid, after receiving her room assignment,

should check her supplies against a standard list to avoid needless trips.

The maid is responsible for the condition, cleanliness and appearance of

her cart.

The lower shelf of the cart is used to carry heavier items like mattresses,

protectors and bed sheets and night spreads. The middle and top shelf

stock pillow slips and bath linen. Linen will include:


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Polish my shoe card

In addition, there should be supplies of such promotional material as the

management the hotel may from time to time prescribe. In any event,

this material should include:

Room service menuRoom service l rage listTent cards special promotion

In addition, the cart may cleaning equipment such as feather brush,dustpan, mo sponges, dusters, carpet brush or vacuum cleaner, cleanscrub bucket, scrub brush on same end of the maids cart as the trashbag. The exact location is below the trash bag.The cleaning material will include:

Disinfectants: dettol, deodorizer.Cleaning agents: Vim, sanitizer (sanifresh), liquid soap (teepol),naphthealene balls, roe freshner and anol.Polishing material: Brasso, wax polish.

After securing all the supplies and equipment outlined above, each maidshould process to her duty station and begin the cleaning procedure onthe assigned number of rooms vi room checklists (Fig. 2.2).

Maid carts are to be placeda1png the corridor wall on the same side of

the corridor rooms are being serviced; The cart should be so positionedas to service a minimum of t, rooms without much movement the roomattendant to minimize trips to the cart and there reduce the fatiguefactor.

When designing maid carts & consideration must be given to the factthat the cart should belightweight to ensure easy mobility by the maid.Heavy carts also pucker corridor carpet The wheels of the cart must beof a good standard and well oiled periodically to ensure smoothmovement.

2.5 CLEANING A ROOM

Room Check List1. Room Number2. Door3. Lock Operation

44. Safety bar46. Bed and mattress47. Bed cover48. Studio bed45. Headrest49. Wall plaques51. Bedside lamp50. Bedside table52. Lamp shade

53. Telephone54. Message pads. Service directory56. Pen57. Thermos flask58. High ball glasses59 Telephones60. Koran61. Bible62. Light switch63. A C. switch

64. Message light.65. Music operation66.Carpet67. Skirting68. Walls & Ceiling69. Cobweb checking70. Toilet door71. Toilet door latch73. Robe hook74. Bottle opener75. Washbasin andcounter76. Mirror77. Mirror screw caps78. Tissue & bladebox72. Bolt79. Soap & soap dish30. Ash tray81 . Toilet tumblers82. Shower cap83. Shoe shine strip84 Soap suds85. Toilet rolls

87. Tissue88. Waste paper basket89. Disposal bag90. WC91. WC Band92. Flush93. Drain & C.P. grating94. Bath tub / tub stopper95. Bath tub nuts, bolts &caps96. Tap & shower operation97. Shower curtain

98. Clothes line99. Bath mug100. Towel rack-Towels-Bathmat101. Chrome fittings102. Tiles & Ceiling103. Toilet marble104. Light fixture105. Prismatic cover106. Tidy Guest clothes &belongings


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4. Threshold1. Room number5. Peephole7. Lights and switches6 DM0-Make my room Card

8. Wardrobe door9 Micro light10. Hangers11. Extra Pillows12. Laundry bags13. A.C Operation.14. Luggage chest15. Lining paper16. Shoe shine card17. Wall paper18. Vestibule ceiling

19 Dresser and stool20. Ashtray .21. Matches22.Candle and stand23.Tent Card24. Portfolio25. Guest house rule26. Writing material27. Telegraph form28. Guest comment form30. Breakfast knobs

31. Laundry and Valet list32. Sewing kit33. Plastic bags34. Waste paper basket35. TV and TV programme29. Room service menu36. TV Comments form37. Mirrors .38. Chairs and tables39. Heavy curtain40. Sheer curtain

41. Window operation42 Window Cleaning43. SafetyHow to EnterPrior to reporting on a floor the room attendant already knows the statusof a room in his or her domain of given lot of rooms. The room attendantpriorities rooms to be attended to first on the basis of immediate needs;however, thrma1 practice is to attend to vacant rooms first, then


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departure rooms, Clean my room and finally occupied rooms. Foroccupied rooms look whether the room has a Do card on the door knob.If it does, then go to a room which does not. Knock at the door firmlywith the index finger knuckle announcing clearly Housekeeping. Whenthere is no answer, repeat the knock after 10 seconds announcing you

as before. If there is still no answer open the door with the floor master-key. Push the door again; knock announcing inside the roomHousekeeping. When there is no reply and one is relatively sure thatthere is no one in, open the door wide and keep it that way till the entirecleaning cycle in the room is complete.

Room Cleaning Procedure

1. Switch off the room air-conditioner or heating. Draw all curtainsand open the windows for airing the room.

2. Remove soiled linen from beds a bath. Shake out the linen toensure that no guest articles are lost in the folds of lid and Put thesoiled linen in the linen hamper provided in the maids cart.

3. Check for maintenance requirement and report the same to thecontrol desk and enter in room check-list.

4. Check for lost and found in departure rooms and report tosupervisor desk.

5. Contact Room Service to remove used trays.

6. Turn the mattress side-to-side on succeeding days followed byend-to- end turning. Smooth out mattress to air it.

7. If a vacuum cleaner is not available, brush the carpet first toenable the dust to settle while doing the next task.

8. Clean bathroom as explained under Sec. 2.6.9. Empty all ash trays into the waste paper basket in the room.Collect other loose trash on tables and floors and throw them inthe waste paper basket.10. Pick up guest clothes and hang in closet place in dresser.

11. Collect all loose papers or magazines and stack them neatly onthe desk.12. Clean all the surfaces in single circular motions with a dry cloth.Use a hand dust pan to collect any unwanted matter on thesurfaces without lifting dust in the air. Ensure that all surfaces arespotlessly cl4i Pay special attention to nooks and corners

especially those points that may not obviously be visible to theguest eye.


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13. Use a stiff upholstery brush or vacuum cleaner (with theappropriate attachment) on upholstered furniture arms, backsand seats.14. Replace, if necessary, stationery as prescribed by management.The number of items must exactly be as per standard.

15. Dust and replace each item on dressers, bureaus and desks.Special attention must be given to the display of publicitymaterial as prescribed by the management.16. Clean lamp shades with a clean dry duster. Lift lamps and cleanunder the base. Replace lamp and adjust the shade.17. Disinfect telephone mouthpiece with dettol. Wipe balance of thetelephone with a damp cloth. Check phone for the dial

18. Clean mirror with a dry cloth first and then with a dampnewspaper to make it sparkling.19. Dust closet, shelves, hangers and rode. Brush the closet floor.

Supply new laundry bags and replace missing hand anddrawers/shelf with plastic or paper liners.20. Dust both sides of all room doors, baseboards, window sills, inside

and out. Bottom and centre sashes or windows, sash and tops of

radiators and air-conditioning units.

21. Close windows.

22. If a vacuum cleaner is available there, vacuuming of carpet

should be done at this stage as against brushing the carpet as

mentioned earlier.23. Arrange furniture if necessary.

24. Switch on the air-conditioning or heating on the minimum

temperature for a departure room and at the same temperature, guest

has left it for an occupied room.

25. Have a last look at the room referring the checklist for completion

of work.

Making a Bed

1. Remove soiled sheets and pillow cases and shake out individually.

2. Turn out mattress as previously described.

3. Shake out mattress protector and re-la it on the mattress. Change

the protector if soiled or smelling [Plate1 (Fig. 2.3a)].


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4. Open out fresh lower sheet evenly and tuck t securely at the head.

foot and sides [Plate I (Fig. 2.3b).

5. Open out fresh top sheet and distribute i. evenly over the lower

bed sheet. Ensure that the laundry crease is in the same line as

the inner sheet for even distribution. The sheethem should be

evenly pulled up to the headboard. Tuck this sheet at the foot. [Plate

I (Fig. 2.3b)1

6. Open out blanket and distribute it evenly on the top sheet using

the crease as described earlier for even distribution. Ensure that the

blanket labels are at the foot. Put blanket four inches from the

headboard [Plate 2 (Fig. 2.3c)j.

7. Fold top sheet, at the head of the bed, the blanket and fold the

sheet and blanket once again [Plate 2 (Fig2.3 d e, and)}.

8. The blanket and top sheet together tucked uniformly on both sides

while the corner at the foot of the old air mitered [Plate 3 (Fig. 2.3 g, h

and i)].

9. Cover pillows with fresh how slips. Fluff .he pillow and even out

pillow slips to look neat and tidy. Since pillow slips are larger than the

pillow the excess slip should b neatly folded downward [Plate3 (Fig 2.3 /)]. The side of the pillow which has the fold should be

away from guest view,

10. Cover completed bed with the bed spread ensuring t is right side

up and falling evening all around the bed. Keep extra bed spread

towards the head board to crease in between the pillows so

as to make the bed look appealing. The bed spread corners

should be athletically done [Plate 4 (Fig. 2.3k , l, and m )].

11. Put spare blankets in plastic bags in he uppermost or lowermost

shelf in the guest closet. Blankets are folded in such a manner that

the hotel insignia appears on the to certain areas in the room or

bathroom elude the maids attention and tend to accumulate dust.


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Such areas are normally hidden from i guests eye... However, its

cleanliness reflects the standard of cleaning of the hotel.

Experience shows that. the following areas are overlook and

appropriately called the dirty dozen.

Dirty Dozen

1. Top of door edges and ceiling.2. Air-conditioning ducts and diffuser grills.3. Under bathroom counters.4. Beneath the grab-bar and dresser table.5. Behind the WC bowl - the S-trap.6. In the toilet roll niche.7. Faucet nozzle filter.

8. Toilet vents.9. Top of picture frames.10. Area above pillow racks.

11. Rear surface of doors

12. Interior surfaces of drawers,

Cleaning a Bathroom

Basic principles:

(a) Cleaning activity starts from the ceiling downwards to the floor(b) Floors are cleaned from the wall farthest to the door to the exit.

1. Open all windows and exhaust vents.

2. Shake out all soiled bathroom linen. E.g. towels, bathroom mats.

etc. and deposit in the linen hamper of the maids cart.

3. Collect all trash in bathroom waste basket and deposit in trash

hamper of the maids cart.

4. Clean the ceiling and air-condition1 vents for cobwebs.

5. Wipe off light bulbs and shades with dry cloth. Check that all bulbs

are working.

6. Wipe down tile walls using a sponge or damp cloth. Follow with a

dry cloth ensuring that tiles are free of water marks


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7. Clean mirror first with dry cloth, with damp newspaper and finally

with dry cloth. Ensure that the mirror is smudge- and scar-free, Clean

the medicine cabinet.

8. Wipe dry ,the shower curtain with a sponge.

9. Scrub dry, the area next to the wash basin.

10. Scrub and clean dry the bath tub ensuring that the water faucets

and shower are sparkling and in working condition.

11. Scrub the toilet bowl and bidet using the special brush or mop and

the prescribed sanitizer. The inner rim should be un cleaned. Ensure

it is dry and spotless inside. Clean the WC from the outside with

a sponge till it is spark ling and dry. Clean the lid and toilet seat of the

toilet bowl dry and close them by placing the disinfectant label.

12. Replenish fresh bath linen and guest supplies as per the number

of persons in the room at the following number per person

Linen Supplies

One bath towel 2 toilet rolls

One face towel 1 bathroom tumbler per

person

One hand towel I soap dishOne bath mat 2 soaps per guest (25 g

each)

1 candle stands with candle

1 ash tray with a match box

I shoe box

1 soap satchel per person 1 shower cap per person

2 disposal bags

I blade dispenser

I face tissue box


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1 waste basket

Place advertising matet1s prescribed.

Scrub the floor with prescribed mop and ensure it is dry.

Finally, close the window shut ,all lights and close the bathroom doors.

Note : In occupied rooms, when cleaning the counter around the wash

basin, collect guest belongings onto one side and clean the other. Shift

the belongings to the side to clean the surface they were occupying.

Finally replace all belongings as guest had left them.

Room Maintenance Procedure

As Housekeeping has contact with all rooms and public they who detect,

report and ensure the completion of all close co-ordination with the

Engineering Department. Personnel to know the exact disip1ine under

Engineering Given below are some suggestion.

Electrical Work

Air-conditioning or heating fused bulbs, lights and lamps not working,

defective plugs plug points, short circuiting of Any kind, faulty geysers

and refrigerators.

Boiler Work

For supply of hot water to guest bathrooms.

Mechanical Work

Faulty equipment of any kind would come under this category, e.g.vacuum cleaners cube machines.

Plumbing

Faulty taps , showers , drainage systems , water closets etc


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Civil WorksAny Masonary work

CarpentryBroken or shaky furniture mirrors, wood work, cupboards etc

In addition to the above the locksmith is a specialist who attends to lockand the keys kinds

Recycled Inventories

These include linens, most equipment items, and some guest supplies -

vacuum cleaners, attendant carts, shampooing machines, floor buffers

e.t.c.

While guest supplies include irons, ironing boards, cribs, refrigerators,

e.t.c. which the guests may need during the course of their stay.

Housekeeping is responsible for storing and maintaining these items as

well as issuing them as they are requested for by the guests.

Non - recycled Inventories

These include cleaning supplies, guestroom supplies such as bath soap,

guest amenities - which may range toothbrushes and shampoos,conditioners, shower gel to scented bath powders and colognes Since

non-recycled items are used at the it1iourse of operations, inventory

levels are closely tied up to the purchasing ordering system used at the

property. A purchase ordering system for non-recycled inventory items

establishes a par number that is based on two figures -a minimum

quantity and a maximum quantity, while for recycled items, two or three

pars is recommended depending on the policies of the property.

A par refers to the number of recycled items that must be on hand to

ensure smooth operations in the housekeeping department. For

example, one par of linen is the total number of items needed to outfit


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all the hotel guestrooms once; two pars of linen is the total number of

items needed to outfit all the hotel guestrooms twice and so on

The minimum quantity

Refers to the fewest number of purchase units that should be in stock at

any one time.

The Maximum Quantity

Refers to the greatest number of purchase units that should be in stockat nay one time

She may want to accomplish. Therefore, labour must be carefully

allocated to achieve acceptable performance standards and realistic

productivity standards

house keeping final

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