PLANNING AND ORGANIZING THE HOUSEKEEPING DEPARTMENT

1. Identifying Housekeepings Responsibilities. Regardless of the size and structure of a housekeeping department, it is typically the responsibility of the hotels general manager to identify which areas housekeeping will be responsible for cleaning. Most housekeeping department are responsible for cleaning the following areas; 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 areas vary 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

TURNING DOWN A BED 1. 2. 3. the 4. Remove and fold bedspread and put it in a convenient place. Un tack part of and side of the bed blanket and bed sheets; fold angle triangle Neaten the edge by folding under surplus beddings and tuck in all sides Place night attire on the bed, dressing gown on chair and slippers of chair.

back to form a right

at foot

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

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. list What items within this area must be cleaned or maintained? 2. How often must the items within schedules this area be cleaned or maintained? 3. What must be done in order to clean Performance Standards or maintain the major items within this area? Productivity Frequency Area inventory

4. How long should it take an employee standards to perform an assigned task according to 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;

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 reported to 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

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

held accountable. Area inventory lists are bound to be very detailed, and since most properties offer different types of guestrooms, separate inventory lists may be needed for each room type. When preparing a guestroom area inventory list, it is a good idea to follow sequence in which room attendants will clean items and in which supervisors will inspect items. This enables the executive Planning the work of the housekeeping department. Planning provides direction and identifies which areas to focus on. The executive housekeepers most important management function is therefore Why plan; 1. Without competent planning every day may present one crisis other. Constant crisis lower morale, decrease productivity, expenses within the department. easily become sidetracked by tasks which the hotels after the 2.

and increase

Without the direction and focus that planning provides, the

executive housekeeper can objectives.

are unimportant or are unrelated to accomplishing

3. Basic planning activities involve; This way everyone can see at a glance who is responsible for cleaning which area in the hotel. The color-coded hotel plans also represent a clear and impressive picture of the housekeeping departments role in cleaning and maintaining the hotel.

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 FREQUENCY Entrance #1 Lobby Entrance #2 Behind fountain area Sconce Chandelier Crown sconce Sconce 3 2 3 2 1/mth 1/mth 1/wk 1/wk TYPE NO

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 planning activities 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

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 2. Strip and wax the following: Restrooms (as necessary) Basement hallway Lounge, Lobby, and stairs 3. Shampoo the following: housekeeper to use the inventory lists as a basis for developing cleaning procedures, 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 1 1 Per week 1 Per month 1. Wash down the tile walls in the restrooms

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.

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. out.

Gaining consensus on how cleaning and other tasks can be carried Consensus be achieved by having individuals who actually eventually through training tasks contribute to the that are standards are communicated

perform the 2. every 3. training

adopted by the department. Performance programs. Effective training programs must be put in place to ensure

housekeeping staff is involved. After communicating performance standards through effective programs, the executive housekeeper must manage ensuring conformity to

those standards. Managing standards means standards by

inspection. You cant expect what you dont

inspect. Daily inspection and periodic should be followed up with specific on

performance

evaluations

Registration area Stairs Restrooms All dining rooms Meeting rooms Guest elevators Employee cafeteria (as needed) 4. 5. 6. Wash windows in and louvers pool area Clean guest and service elevator tracks Clean outside of guest elevators

1 1 1 2 1 3 2 1 1 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 appropriate staff 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

produce good results for the hotel with the least possible inconvenience to guests or even to other departments.

Pool area Fountain area

Pole lights Pole lights Pole lights Wall lights Chandelier

32 16 10 5 1

1/mth 1/mth 1/mth 1/wk 1/wk

Restaurant courtyard Restaurant courtyard Restaurant entrance

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 of a deep cleaning or spring cleaning program and are scheduled as special cleaning projects.

Equipment and Supply Inventory Level

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

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 do everything 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:

Beginning minutes Morning minutes Afternoon l5minutes

of

shift

duties

..20 15

break

/lunch.

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 are consistently 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

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. 3.

MATERIAL STORAGE AND USE Debris and trash management practices are policies and minimize the generation of waste and to minimizes

procedures designed to

handle and dispose of waste in a manner that 6. Workplace Safety and Health Protection

Protection against Accident, Hazardous Substances, Odours, Noise, and

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 equipment Using harmful substances with care Reducing health risks to workers Controlling air emissions Minimizing odours Lowering noise levels and properly maintaining personal protection

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. Energy Reduction of Energy Consumption and Use of Waste Heat and Environmentally Sound Sources of Energy Monitoring energy consumption

Reducing energy consumption and costs Avoiding energy losses and optimizing

electrical installations 6. 7. 8. 9. 1O. 11. 12. 13. 14. 15. 16. Recuperating and reusing energy Operating electrical equipment (for lighting, heating, cooling, freezing, air conditioning) in an energy-efficient way Implementing equipment Purchasing energy-efficient equipment Dealing adequately with black-outs HOUSEKEEPING & LAUNDRY POLICY & PROCEDURE a preventive maintenance programme for

MANUAL HOUSEKEEPING PROCEDURES FOR HOTEL GUEST ROOMS BED ROOM CLEANING AND MAINTENANCE: INTERIOR DESIGN HOUSEKEEPING TERMINOLOGIES. S.O.P how to make a bed, clean a room, use equipment, clean a Turning down a bed. WALLS AND WINDOW TYPES FIRE AND FIRST AID FLOWERS AND GARDENING, AMBIANCE PERSONAL GROOMING BODY HYGIENE. HOUSEKEEPING RELATIONSHIP WITH OTHER DEPARTMENTS LIKE SECURITY, FRONT OFFICE,MAINTENACE AND CO-WORKERS MAKING,

toilet ,bathroom rooming a guest, room service procedure.

How to Clean a Hotel Room

Guests like their hotel rooms to be squeaky clean and to smell fresh. The manager of the housekeeping staff or another upper management staff member is generally in charge of making sure that the quality standards of the hotel are followed with regard to cleaning the rooms. Managers supervise housekeepers and inspect the rooms for optimum results and guest satisfaction. Housekeeping personnel assigned to each room are expected to properly complete a series of cleaning and sanitizing duties. Difficulty: Moderate Instructions Things youll Need 1. Clean sheets and pillowcases Clean towels Several cleaning rags Bathroom cleaner Glass cleaner All-purpose cleaner Air freshener Toilet brush Toilet paper Trash bags Amenities Vacuum cleaner Shower curtain replacement Remove dirty linens, towels, and trash from the room and the bathroom. Remove the comforter/blanket. If items are scheduled to be laundered, remove them from the room. Otherwise, set them aside while changing the bed linens.

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, shampoo and 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

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.

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 / BIDEL Remove 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

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 carpet Open window, if necessary remove early morning tea / breakfast tray Strip bed Empty ash tray, waste paper basket and generally tidy room Attend to wash basin fold towels and check for soap Make the bed Adjust window Dust all furniture and fittings Mop 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

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.

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

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.

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 spreading the 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

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

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

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 your equipment 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.

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 window Before 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.

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

Jacqueline Hansson from Amy Cleaners shows us how its done. Cleaning a mirror has never been simpler Step 1: You will need 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

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

Clean A Tiled Floor. Dont be a slob, get or the job A clean tiled floor adds that extra sparkle to your house! Step 1: You will need 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

GUESTROOM CLEANING Assembling supplies Room Assignment

Stocking the cart Hand Caddy Room status report Entering the Guestroom Making the Bed Dusting Cleaning the Bathroom Vacuuming Final Check Guestroom Inspection Special Scheduling Procedure Charts

Sequence of Cleaning

Deep Cleaning

Procedures for Guestroom Cleaning GUESTROOM CLEANING The guestroom is the main product that a property sells. The condition of the guestroom conveys a critical message to guests. It shows the care that the property puts into creating a clean, safe, and pleasant environment 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 a spotlessly clean and comfortable guestroom. Housekeeping plays a greater role than any other department in ensuring 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, room attendants must follow a series of procedures for guestroom cleaning. A systematic approach can save time and energy The 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 Supplies For the professional room attendant various cleaning supplies and equipment, linens, room accessories, and amenities are necessary for preparing a guests room. A well- organized and well- stocked room attendants cart is a key to efficiency.

It enables the attendant to avoid wasting time looking for cleaning items or making trips back to the linen room .for more supplies. A room attendants cm. usually spacious enough to all supplies needed f half-days room assignment. Carts will vary according to the types of rooms being cleaned the amenities offered,

Stocking the cart Carts are stored in the linen room along with housekeeping supplies. Most carts have three shelves -the lower two for linen and the top for supplies. 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 a hand 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!) into the 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 trash bag at the other. A broom and vacuum are also positioned on either end for easy access. Room Assignments

The order in which rooms are cleaned will be determined by the room status report (housekeeping report). It provides information on the occupancy or condition of the hotel rooms on a daily basis. The front desk notifies housekeeping by phone or computer system In turn, once a room is clean and back in order, the flow of information is reversed. The room is again ready for sale. There are several categories of room status, but, for the most part, a room 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 room cleaning 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.

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 more than two days without the approval of the general manager.

Entering / cleaning the Room attendants must follow a system to consistently produce spotlessly clean guestroom. To be most effective, guestroom cleaning should follow a general sequence from actually entering the guestroom to the final check and departure. Guestroom cleaning begins at the moment the room attendant approaches 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 has placed 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.

If this is not the case, knock on the door and announce Housekeeping. Introduce yourself and ask what time would be convenient to clean the room. Note that time on your status sheet. If no answer is heard, knock again and repeat Housekeeping. Open the door slightly and repeat Housekeeping. If the guest does not respond after the third announcement, you can be fairly certain that the room is empty and can begin to enter. However, just because a guest doesnt answer doesnt always guarantee that the guest is not in the room. He might be sleeping in or be in the bathroom. If this is the case you should leave quietly. Should the guest be awake, excuse yourself; explain that you can come later. When you finally do enter the room, position your cart in of the open door with the open section facing the room Doing so gives you easy access to your supplies blocks the entrance to intruders alerts returning guests of your presence If the guest does return while you are cleaning, offer to finish your work later. Make sure that it is in fact, the guest the room, by checking the room key. Note : The door should always be a period

Sequence of Cleaning 1. Enter the guestroom 2. Tidy and air out the room. 3. Strip bed. 4. Make the bed. 5. Dust the guestroom. 6. Clean the bathroom.

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.

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

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 facing the 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 general rule 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

Chairs Closet shelves, hooks, and clothes rod Top of doors, knobs, and sides Air conditioning an heating units, fans, or vents

Finally, check the walls for spots and marks and remove any smudges with a damp cloth and all purpose cleaning solution. 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.

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 may accumulate. 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.

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!!

Step 4 Stocking the Room Attendants Cart Place mattress pads. sheets, and pillowcases on bottom shelves Equipment room attendants cart list of assigned rooms specifications for supplies supplies Procedures Step 1 Check list of assigned rooms. Step 5 Place bath mats. towels, face cloths, and wash cloths on middle shelf. Step 6 Place room supplies and amenities on top shelf Step7 Stock hand caddy with cleaning supplies

cc-. as all-purpose cleaner, cloths and Step 2 Refer to the list of room cleaning supplies sponges bowl brush, glass cleaner, and Specified by the property. dusting section. Position on top shelf. Step 3 Begin loading cart from the bottom up.

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

Entering the Guestroom

Equipment properly stocked room attendants Step 7 cart If the guest is awake but dressing, excuse your self, leave, and close the door. Procedures Step I Step 3 Check the room status. If the guest answers your knock, ask . when may clean the room. Step 2 Check for a Do Not Disturb sign. Step 9 Do not knock if a sign is on the door. If the room is unoccupied position your front of the door and leave the door .or Step 3 Begin cleaning. Announce presence. Knock firmly and say Step 10 Housekeep. Do not use a key to knock on the door. . Step 4 Wait for a response. If you dont hear an answer knock again and repeat Housekeeping. Step 10 If the guest returns while you are cleaning to finish later. Ask to see the

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

guests key, in order to verify that the Step 5 Wait a second for a response. If you still do key and room number match. not receive an answer, open the door slightly and repeat Housekeeping.

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 2 Turn on all the lights. Replace any burned-out light bulbs. Step 3 Open the draperies. Check drapery co4arid hooks. Step 4 Open windows if appropriate. Check for breakage and dirt.

Note an damaged or missing items. Notify your supervisor if anything of value is gone or if something needs

Step 7 Remove and replace dirty ashtrays. Replenish matches. Step 8 Remove and. replace dirty glasses. Step 9 Collect any food service trays and dishes. Set items neatly outside the door. Call room service for pickup. Step 10 Empty the trash and replace wastebasket: liners .

Step 11 Straighten newspapers and magazines stay Step 5 Beginning Check the air conditioningCleaning the Guestroom: over rooms. Tasks and heating unit or proper
operation. Set according to property standards. Step 6 Check the general room condition.

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

Stripping the Bed

Step 4 Remove cases from pillows. Place the pillows aside with the bedspread and blanker. Step 5 Remove the sheets. Step 6 Put soiled linen into the dirty linen hag on :he cart. Step 7

Equipment Dirty clothes hamper located attendants cart Procedures Step I Remove any clothing or personal items from the bed. Step 2 Remove the bedspread and blanket and place them on a chair.

Step l2 Tuck in the top sheet and blanket along left side of the bed. Making the Bed Equipment clean bed linen Procedures Step 1 Strip the bed. Step 2 Check the mattress pad for stains and damage. Step 3 Change the mattress pad 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 4Stripping the Bed Notify your supervisor if you note stains Equipment or damage to the mattress. dirt, clothes hamper located on thorn Step 5 Center the bottom sheet on the mattress so equal amounts of sheet hang over each side of the bed. Step 6 Miter the cotton sheet at the upper let corner at the bed. Step 7 Miter the bottom sheet at the lower left corner at the bed. Step 8 Tuck in bottom sheet along the left side of the bed Step 9 Place the top sheet on the bed. wrongside up. Step 13 Walk to the other side of the bed. Step 14 Miter the bottom sheet at the lower right corner of the bed. Step 15 Miter the top sheet and blanket at the right corner of the bed. Step 16 Miter the bottom sheet at the upper bottom of the bed. Step l7 Tuck in bottom sheet along the right side of the bed. Step 18 Turn the top sheet over the blanket as in step 10 Step 19 Make sure the blanket and sheet are tucked in neatly along the sides and foot of bed Step 20 Center the bedspread. Make sure the seams and pattern of the spread are straight. Step 21 Fold the bedspread down from the head leaving enough room to cover the pillows. Step 22 Slip the cases over the pillows. Step 23 Place the pillows at the head of the bed and bring the bed spread over them. Tuck in bedspread beneath the pillows.

DUSTING Equipment Clean dust cloths Dusting solution Glass cleaner Spray disinfectant (optional)

Procedures Using a cloth sprayed with dusting solution, dust items located on walls or high off the floor. Work clockwise around the room. Items include: Equipment Headboard Picture frames Lamps, shades, and light bulbs Any air conditioning or heating units you can reach Step 2 Dust and polish mirrors. Spray glass cleaner on a clean cloth and wipe down the mirror. Step 3 Check the windows carefully. Clean with glass cleaner it necessary. Step 4 Dust the windowsill. Step 5 Dust and polish the dresser. Open the drawers and dust the inside surfaces. Step 6 Dust the nightstand. Start with the top surface and work your way down the sides to the legs or base. . Step 7 Clean and dust the telephone. Check proper operation by picking up the receiver and listening for the dial tone. Use spray disinfectant on the mouthpiece and earphone

Step 9 Clean the front of the television set with glass cleaner. Turn on the set to make sure it works properly, then turn it off. Step 20 Dust any tables, beginning with top surface and working your way down to the base and legs. Step 21 Dust wood or chrome surfaces on chars. beginning at the top and working your down the legs. Step 12 Clean both sides of the connecting door and adjoining guestroom. if applicable. Wipe from top down. Polish the knobs and remove any smudges around the knob area. When finished, make sure the door closed and locked. Step 23 Clean the closet Dust both the top and underside of the closet shelf. Remove any smudges cc the surfaces. Wipe down the closet rod. Dust hangers and hooks. Clean and dust both sides of the close door. Step 14 Wipe down light switches and clean any smudges on surrounding wall area. Step 15 Clean both sides of the guestroom door.

Cleaning the Bathroom Equipment all-purpose cleaner clean cloths and sponges glass cleaner bowl brush clean bath towels, hand cloths, and bath mat Procedures Step 1 Turn on lights and fan. Replace any burned- out light bulbs. Check fan fur proper operation. Step 2 Remove used towels, washcloths, and bath mat. Step 3 Empty trash and wipe container. Step 4 Flush the toilet. Apply all-purpose cleaner around and under the lip of the bowl. Let it stand while you attend to other cleaning tasks. Step 5 Clean the shower area. Check the shower head to make sure it is positioned correctly. Wash the tub or shower walls and soap dishes using a damp cloth and allPurpose cleaner. Check condition of walls as you clean. Rinse he tub or shower walls and soap dishes with sponge. Clean both sides of the shower curtain or shower door. Pay special attention to the bottom where mildew may accumulate. Wipe dry. Clean shower curtain rod or cl4n} the tracks and frame of the shower door

Step 6 Clean the vanity and sink area. Run some warm water into the sink. Add the correct amount of all purpose cleaner. Clean the countertop area of the vanity Clean the sink. Remove drain trap and clean. Clean sink fixtures. Polish dry remove water spots. Wipe dry the countertop area of the vanity. Clean mirror with glass cleaner. Step 7 Clean the toilet Scrub the insides of the toilet and under the lip with the bowl brush flush. Using cleaning solution and a cloth clean the top of the seat the lid the tank and the outside of the bowl. Wipe dry all the outside surfaces. Close the Lid Step 8 Clean bathroom walls and fixtures Dust light fixture Using a clean damp cloth , spot clean tangerines and smudges Wipe down electrical outlets and light surrounding wall area Wipe and polish towel bars Dust all exposed piping Clean both sides of the bathroom door . Step 9 Restock bathroom supplies. Replenish the towels. Replenish guest amenities. Replenish toilet and facial tissue sun plies. Step 10 Clean the floor. Spray bathroom floor and baseboard with all purpose cleaning solution.

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:

Night spreads Sheets Pillow cases Bath towels Face towels Hand towels Bath mats Mattress protectors

1 for each bed 2 for each bed 2 for each bed 1 for each guest 1 for each guest 1 for each guest 1 for each bathroom Few to replace as necessary

These terms should be arranged in neat stacks, the heavier items below and the lighter ones on top. The top tray should be neatly arranged with the following guest room supplies and cleaning agents: Bathroom Room Water tumblers Service directory Do not disturb cards Guest stationery Ball point pens Telegraph forms Bibles / Gita Breakfast cards Gargle tumblers Shoe mitts Soaps/soap dish Toilet rolls Toilet tissues Blade dispensers Shower caps Soap suds Shampoo bottles Disposal bags

Ash trays Match boxes Laundry form Laundry bags Clothes hanger Candle stands Scribbling pads Guest house rules Guest comment forms Sewing kits Breakfast knob cards Plastic shirt bags

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 menu 44. Safety bar Room service l rage list 46. Bed and mattress Tent cards special promotion 47. Bed cover 48. Studio bed In addition, the cart may cleaning equipment such as feather brush, 45. Headrest dustpan, mo sponges, dusters, carpet brush or vacuum cleaner, clean 49. Wall plaques scrub bucket, scrub brush on same end of the maids cart as the trash 51. Bedside lamp bag. The exact location is below the table bag. 50. Bedside trash The cleaning material will include:shade 52. Lamp 53. Telephone Disinfectants: dettol, deodorizer. 54. Message pad Cleaning agents: Vim, Service directory s. sanitizer (sanifresh), liquid soap (teepol), naphthealene balls, roe 56. Pen and anol. freshner Polishing material: Brasso, wax polish. 57. Thermos flask 58. High ball glasses After securing all the supplies and equipment outlined above, each maid 59 Telephones should process to her duty station and begin the cleaning procedure on 60. Koran the assigned number of 61. Bible room checklists (Fig. 2.2). rooms vi 62. Light switch Maid carts are to be placeda1png the corridor wall on the same side of 63. A C. switch the corridor rooms are 64. Message light. cart should be so positioned being serviced; The 87. Tissue as to service a minimum of Music operation much movement the room t, rooms without 88. Waste paper basket 65. attendant to minimize 66.Carpet trips to the cart and there reduce the fatigue 89. Disposal bag 90. WC factor. 67. Skirting 68. Walls & Ceiling When designing maid cartsCobweb checking must be92. Flush the fact given to 69. & consideration 93. Drain the maid. that the cart should belightweight to ensure easy mobility by & C.P. grating 70. Toilet door 94. Bath tub / tub stopper Heavy carts also pucker71. Toilet carpet The wheels of the cart must be corridor door latch 95. Bath tub nuts, bolts & of a good standard and Robe hook periodically to ensure smooth 73. well oiled caps movement. 74. Bottle opener 96. Tap & shower operation 97. Shower curtain 75. Washbasin and 98. Clothes line counter 99. Bath mug 76. Mirror 100. Towel rack-Towels-Bath 2.5 CLEANING A ROOM Mirror screw caps 77. mat 78. Tissue & blade 101. Chrome fittings Room Check List box 102. Tiles & Ceiling 1. Room Number 72. Bolt 103. Toilet marble 2. Door 79. Soap & soap dish 104. Light fixture 3. Lock Operation 30. Ash tray 105. Prismatic cover 81 . Toilet tumblers 106. Tidy Guest clothes & belongings 82. Shower cap 83. Shoe shine strip 84 Soap suds 85. Toilet rolls
91. WC Band

4. Threshold 1. Room number 5. Peephole 7. Lights and switches 6 DM0-Make my room Card 8. Wardrobe door 9 Micro light 10. Hangers 11. Extra Pillows 12. Laundry bags 13. A.C Operation. 14. Luggage chest 15. Lining paper 16. Shoe shine card 17. Wall paper 18. Vestibule ceiling 19 Dresser and stool 20. Ashtray . 21. Matches 22.Candle and stand 23.Tent Card 24. Portfolio 25. Guest house rule 26. Writing material 27. Telegraph form 28. Guest comment form 30. Breakfast knobs 31. Laundry and Valet list 32. Sewing kit 33. Plastic bags 34. Waste paper basket 35. TV and TV programme 29. Room service menu 36. TV Comments form 37. Mirrors . 38. Chairs and tables 39. Heavy curtain 40. Sheer curtain 41. Window operation 42 Window Cleaning 43. Safety How to Enter Prior to reporting on a floor the room attendant already knows the status of a room in his or her domain of given lot of rooms. The room attendant priorities rooms to be attended to first on the basis of immediate needs; however, thrma1 practice is to attend to vacant rooms first, then

departure rooms, Clean my room and finally occupied rooms. For occupied 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 firmly with the index finger knuckle announcing clearly Housekeeping. When there 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 masterkey. Push the door again; knock announcing inside the room Housekeeping. When there is no reply and one is relatively sure that there is no one in, open the door wide and keep it that way till the entire cleaning cycle in the room is complete. Room Cleaning Procedure 1. Switch off the room air-conditioner or heating. Draw all curtains and open the windows for airing the room. 2. Remove soiled linen from beds a bath. Shake out the linen to ensure that no guest articles are lost in the folds of lid and Put the soiled linen in the linen hamper provided in the maids cart. 3. Check for maintenance requirement and report the same to the control desk and enter in room check-list. 4. Check for lost and found in departure rooms and report to supervisor desk. 5. Contact Room Service to remove used trays. 6. Turn the mattress side-to-side on succeeding days followed by end-toend turning. Smooth out mattress to air it. 7. If a vacuum cleaner is not available, brush the carpet first to enable 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 in the 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 on the 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 the surfaces without lifting dust in the air. Ensure that all surfaces are spotlessly cl4i Pay special attention to nooks and corners especially those points that may not obviously be visible to the guest eye.

13. Use a stiff upholstery brush or vacuum cleaner (with the appropriate attachment) on upholstered furniture arms, backs and 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 publicity material as prescribed by the management. 16. Clean lamp shades with a clean dry duster. Lift lamps and clean under the base. Replace lamp and adjust the shade. 17. Disinfect telephone mouthpiece with dettol. Wipe balance of the telephone with a damp cloth. Check phone for the dial 18. Clean mirror with a dry cloth first and then with a damp newspaper to make it sparkling. 19. Dust closet, shelves, hangers and rode. Brush the closet floor. Supply new laundry bags and replace missing hand and drawers/shelf with plastic or paper liners. 20. Dust both sides of all room doors, baseboards, window sills, inside and out. Bottom and 21. 22. Close windows. If a vacuum cleaner is available there, vacuuming of carpet stage as against brushing the carpet as centre sashes or windows, sash and tops of radiators and air-conditioning units.

should be done at this mentioned earlier. 23. 24.

Arrange furniture if necessary. Switch on the air-conditioning or heating on the minimum an occupied room.

temperature for a departure room and at the same temperature, guest has left it for 25. of work. Making a Bed 1. 2. 3. Remove soiled sheets and pillow cases and shake out individually. Turn out mattress as previously described. Shake out mattress protector and re-la it on the mattress. Change smelling [Plate1 (Fig. 2.3a)]. Have a last look at the room referring the checklist for completion

the protector if soiled or

4. 5.

Open out fresh lower sheet evenly and tuck t securely at the head. (Fig. 2.3b). that the laundry crease is in the same line as sheethem should be Open out fresh top sheet and distribute i. evenly over the lower sheet for even distribution. The

foot and sides [Plate I bed sheet. Ensure the inner

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 described earlier for even distribution. Ensure that the Put blanket four inches from the (Fig. 2.3c)j. once again [Plate 2 (Fig2.3 d e, and)}. labels are at the foot. the crease as blanket 7. 8. and 9. pillow

headboard [Plate 2 sheet and blanket

Fold top sheet, at the head of the bed, the blanket and fold the The blanket and top sheet together tucked uniformly on both sides i)]. Cover pillows with fresh how slips. Fluff .he pillow and even out the excess slip should b neatly folded downward [Plate should be

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

pillow slips to look neat and tidy. Since pillow slips are larger than the 3 (Fig 2.3 /)]. The side of the pillow which has the fold

away from guest view, 10. Cover completed bed with the bed spread ensuring t is right side falling evening all around the bed. Keep extra bed spread between the pillows so The bed spread corners appealing. head board to crease in

up and towards the

as to make the bed look 11.

should be athletically done [Plate 4 (Fig. 2.3k , l, and m )]. Put spare blankets in plastic bags in he uppermost or lowermost the guest closet. Blankets are folded in such a manner that insignia appears on the to certain areas in the room or accumulate dust. the maids attention and tend to shelf in the hotel

bathroom elude

Such areas are normally hidden from i guests eye... However, its cleanliness reflects the standard Experience shows that. the following appropriately called the dirty dozen. Dirty Dozen 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Top of door edges and ceiling. Air-conditioning ducts and diffuser grills. Under bathroom counters. Beneath the grab-bar and dresser table. Behind the WC bowl - the S-trap. In the toilet roll niche. Faucet nozzle filter. Toilet vents. Top of picture frames. Area above pillow racks. Rear surface of doors Interior surfaces of drawers, of cleaning are of the hotel. and areas overlook

Cleaning a Bathroom Basic principles: (a) (b) 1. 2. 3. 4. 5. 6. Cleaning activity starts from the ceiling downwards to the floor Floors are cleaned from the wall farthest to the door to the exit. Open all windows and exhaust vents. Shake out all soiled bathroom linen. E.g. towels, bathroom mats. deposit in the linen hamper of the maids cart. Collect all trash in bathroom waste basket and deposit in trash Clean the ceiling and air-condition1 vents for cobwebs. Wipe off light bulbs and shades with dry cloth. Check that all bulbs Wipe down tile walls using a sponge or damp cloth. Follow with a ensuring that tiles are free of water marks

etc. and

hamper of the maids cart.

are working. dry cloth

7.

Clean mirror first with dry cloth, with damp newspaper and finally that the mirror is smudge- and scar-free, Clean

with dry cloth. Ensure the medicine cabinet. 8. 9. 10. 11.

Wipe dry ,the shower curtain with a sponge. Scrub dry, the area next to the wash basin. Scrub and clean dry the bath tub ensuring that the water faucets sparkling and in working condition. sanitizer. The inner rim should be un cleaned. Ensure Clean the WC from the outside with Scrub the toilet bowl and bidet using the special brush or mop and

and shower are the prescribed

it is dry and spotless inside. toilet bowl dry and close 12. Linen One bath towel One face towel person One hand towel One bath mat each) of persons in the room at

a sponge till it is spark ling and dry. Clean the lid and toilet seat of the them by placing the disinfectant label. the following number per person Supplies 2 toilet rolls 1 bathroom tumbler per I soap dish 2 soaps per guest (25 g 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 Replenish fresh bath linen and guest supplies as per the number

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

Civil Works Any Masonary work Carpentry Broken or shaky furniture mirrors, wood work, cupboards etc In addition to the above the locksmith is a specialist who attends to lock and 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

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 stock at nay one time She may want to accomplish. Therefore, labour must be carefully allocated to achieve acceptable performance standards and realistic productivity standards