CHAPTER 9

1. CHAPTER 9 Guestroom Cleaning Objective: examining how to clean a guestroom and make a bed + order of cleaning the rooms

2. Guestroom Cleaning To maintain the standards that (1) keep guests coming back, (2) ensure quality for the guest, (3) ensure efficiency and satisfaction for the employee performing the task; room attendants must follow a series of systematic procedure for guestroom cleaning which (a) save time, (b) energy and (c) reduce frustration.

3. The sequence of room cleaning • preparatory steps • actual cleaning tasks • final check • room inspection • providing special services and amenities (optional)

4. Preparing to Clean The room attendant’s workday begins in the linen room (headquarters of the HK). • the employee reports to work • receives room assignments, room status reports and keys • the room attendant prepares for the workday; assembles and organizes the supplies necessary for cleaning • checks out at the end of his/her shift

5. Assembling Supplies A room attendant requires special tools (e.g. cleaning supplies and equipment, linens, room accessories, and amenities) to prepare a guestroom. • the room attendant cart is regarded as a tool box stocked with everything necessary to do an effective job (for a half day) to; • enable the room attendant to avoid wasting time looking for a cleaning item or supplies

6. Stocking the Cart Most room attendant carts have 3 shelves; the lower 2 for linen and the top for supplies. Avoid over and under stocking. Items found on a cart includes; • clean sheets, pillowcases, and mattress pads • clean bath mats • toilet and facial tissue • fresh drinking glasses • soap bars • clean ashtrays and matches

7. Hand Caddy: a kind of box to carry all the cleaning supplies for the guestroom and bathroom. May include; • all-purpose cleaner • spray window and glass cleaner • bowl brush • dusting solution • cloths and sponges • rubber gloves A laundry bag for dirty linen, trash bag, a broom and vacuum are also positioned on the cart. Ex. 1, pg 256 - Sample Stocking Arrangement for Room Attendant’s Cart

8. Room Assignments The room status report(or the housekeeping report); • provides information on the occupancy or condition of the hotel’s rooms on a daily basis. • uses simple codes to indicate room status. • determines the order in which the room attendant cleans rooms.

9. Categories of Room Status There are several categories of room status which determine a room attendant’s cleaning order. The most important ones are as follows; • Check-out: a room from which the guest has already checked out • Stayover: a room in which the guest is scheduled to stay again • Due out: a room from which a guest is due to check out that day • Early Makeup: a room for which a guest has reserved an early check-in time or to a request for a room to be cleaned asap.

10. Order for Servicing Guest Rooms • Occupied rooms (stayover rooms) requesting “first” or “early makeup” service • Check-out rooms that are “blocked” for arrival, in other words requesting “early makeup”. • Check-out rooms • Occupied (stayover) rooms • Rooms that are “due to depart” but are still occupied (only when no other guest rooms can be serviced)

11. Exceptions for Servicing Guest Rooms • If the DO NOT DISTURB sign is on the door of an occupied room, wait until 3:00 pm, then call the room. a) if they answer, ask them if they want service b) if there is no answer, mark the time you called on the worksheets - and indicate “DND - No Service.” • If the DO NOT DISTURB sign is on the door of a guest scheduled to check out, wait until 12:00 noon to call the room. a) if there is no answer, you may enter the room b) if they do respond, you may politely ask when they are checking out today - and when you may service the room.

12. Cleaning the Guestroom A) Entering the guestroom 1. check whether there is “Do Not Disturb” sign on the door or the door is double-locked. 2. if not, knock the door and announce “Housekeeping”. 3. if a guest answer, introduce yourself and ask what time the cleaning can be done. Note the time on your status sheet. 4. if no answer is heard, wait, knock again, and repeat “Housekeeping”. 5. if there is no answer, repeat “Housekeeping” the third time. 6. if there is still no answer, you can enter.

13. 7. if the guest is sleeping or in the bathroom, leave quietly. if the guest is awake excuse yourself, and explain you can come back later. 8. when you enter finally, position your cart in front of the open door with the open section facing the room because; • it gives easy access to the supplies • blocks the entrance to intruders • in case of stayovers, alerts returning guests of your presence 9. if the guest returns while cleaning, offer to finish your work later. make sure that it is the guest’s room by checking his room key for security.

14. B) Beginning Tasks 1. turn on the lights 2. draw back curtains and check the cords or hooks for damage 3. open the windows and air the room 4. check the air conditioning and heater 5. take a good look ate the room, check for damaged and missing items 6. replace dirty ashtrays and glasses 7. collect any room service trays 8. empty waste basket 9. in occupied rooms, straighten newspapers & magazines 10.in check-out rooms, check for lost property

15. C) Making the Bed 1. remove personal items from the bed 2. remove the bedspread and blanket 3. strip the bed of dirty linen 4. remove pillows 5. check mattress pad & mattress 6. make the bed / miter the corners - mitering: is a simple way to make a smooth, neat, professional corner. Ex. 4, pg 261-Step-by-step approach for mitering • place the bottom sheet on the mattress and miter the corners • place a top sheet on the bed, wrong-side up • place the blanket on top of the sheet

16. at the head of the bed, turn the top sheet over the blanket • miter the top sheet and the blanket and tuck them along the side of the bed • center the bedspread over the bed, fold the bedspread down from the head for pillows • position the pillows at the head of the bed • pull the bedspread over the pillows • check the bed for smoothness Tips: (1) Start cleaning form the bed is important in stayover rooms because if the guest returns while cleaning, the freshly made bed will give the room a neat appearance. (2) The most efficient way of making a bed is to completely finish one side before beginning on the next. This saves time walking back and forth around the bed.

17. D) Dusting 1. dust the items - picture frames, mirrors, headboards, lamps and light bulbs, bedside tables, telephone, windowsills, window and sliding glass door tracks, dresser including the drawers, television and stand, chairs, closet shelves and hooks and rods, top of doors and knobs and sides, air conditioning and heating units and fans or vents. 2. clean mirrors, glass surfaces and television (check whether it is working) 3. check walls for spots and marks, remove any smudges Tips: (1) Work clockwise around the room which reduces the chance of overlooking. (2)Begin from the highest places so that dust does not fall on the items that have cleaned already. (3)Spray the dusting solution onto the dust cloth, never on the object to prevent stains.

18. E) Cleaning the Bathroom 1. shower area 2. vanity and sink 3. toilet 4. walls and fixtures 5. floor Cleaning items consists of; all-purpose cleaner for bathroom surfaces, cloths and sponges, glass and mirror cleaner, rubber gloves, protective eye covering. Tips: (1) Check for hair in the drain trap, (2) To prevent spotting, immediately wipe the fixtures with a dry cloth, (3) Clean the shower curtain and door, (4) Apply the

19. all-purpose cleaner for the toilet bowl before the other cleaning tasks, (4) All-purpose cleaners are preferable over acid bowl cleaners. F) Vacuuming 1. vacuum over all exposed areas of the carpet including under tables and chairs and in the closet 2. start at the farthest end of the room and vacuum your way back Tips: (1) close windows, and draperies, and turn off lights as working back towards the door, in order to save steps, eliminate to walk back across the floor after vacuumed, prevent footprints on the carpet.

20. G) Final Check 1. take a look at the room form the guest’s perspective, start at one point in the room, and look in a circular fashion 2. smell the room for any unusual odors 3. close the door, check that it is locked 4. note the status of the room on the assignment sheet

21. Guestroom Inspection • either done spot-checked randomly or every room is checked daily. • conducted by floor, shift or section supervisors • check-out rooms are inspected soon after they have been cleaned by the room attendants • important to identify problems and if deep cleaning or maintenance is necessary Ex. 5, pg 266 - Sample Room Inspection Report

22. Deep Cleaning • resembles the spring cleaning done in private homes • removes the dust and dirt that accumulates from everyday wear and tear • includes dusting in high and hard-to-reach areas, cleaning vent fans and filters, vacuuming under beds and heavy furniture, shampooing carpets, turning mattresses, wiping down walls and baseboards, cleaning and vacuuming draperies, cleaning carpet edges, washing windows • requires special scheduling, and takes longer (twice as long as routine cleaning)

23. schedule depends on the quality of the routine cleaning, occupancy, age of furniture, general wear and tear on the room • can be scheduled by giving room attendants one extra cleaning task per room per day • can be scheduled by giving each room attendant one room to deep clean as part of their daily assignment • generally scheduled during low occupancy periods • deep cleaning by block is perfect time for housekeeping and maintenance to work together

24. Turndown Service and Special Request • involves turning down the guest bed and freshening the guestroom for the evening • a second shift serviced by less room attendants but more rooms per hour. • Procedures include; cleaning the bathroom and restocking it, tidying the guestroom, emptying wastebaskets, folding back the bedspread, blanket and top sheet, fluffing the pillow, drawing the drapes, and leaving a chocolate mint.