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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
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;
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
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.
General Sequence for Guestroom Cleaning: • Step 1 : Enter the guestroom • Step 2 : Begin cleaning. Tidy and air out the room. • Step 3 : Strip the bed • Step 4 : Make the bed • Step 5 : Dust the guestroom • Step 6 : Clean the bathroom • Step 7 : Vacuum • Step 8 : Make the final check • Step 9 : Close the door and make sure it is locked • Step 10 : Note room status on assignment sheet and proceed to next room
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) • 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.”
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.
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.
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.
Step 1: Strip the bed
Step 2 Check the mattress pad for stains and damage.
Step 3: Change the mattress pad if necessary: • Lay a fresh pad on the bed • Unfold pad right-side up and spread it evenly over the center of the bed • Smooth out any wrinkles
Step 4: Notify your supervisor if you note stains or damage to the mattress.
Step 5: Center the bottom sheet right side-up on the mattress, there should be equal amounts of sheet hangover each side of the bed.
Step 6: Miter the bottom sheet at the upper corner of the bed.
Step 7: Miter the bottom sheet at the lower corner of the bed.
Step 8: At the head of the bed, place the second sheet on the bed, wrong side up.
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.
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.
