Lesson 2 Prepare Rooms for Guests

Learning Outcomes:

At the end of this Lesson, you are expected to do the following:

LO1: Set- up equipment and trolleys.

LO2: Access rooms for servicing

LO3: Make- up beds

LO4: Clean and clear rooms

LO5: Clean and store trolleys and equipment

Definition of Terms:

Trolley- is a large metal baskets on wheels which is used by cleaner in a

hotel to move clean bed linen, towels, and cleaning equipment.
Linen- garments or other household articles such as sheets made, or
originally made, of linen. Cloth woven from flax.
Make- up bed- you arrange the sheets and blankets on it so someone
can sleep there. To make the bed, remove all pillows and blankets from the
bed.
Housekeeper- a person employed to perform cleaning and other
domestic tasks in a hotel or institutions.
Caddy- a small storage container, typically one with divisions.
Learning Outcome 1: Set Up Equipment and Trolleys

Performance Standards
 Prepared appropriate supplies and materials for cleaning different
areas.
 Followed instructions correctly in handling different tools, equipment,
supplies and materials.
 Observe safety measures/ precautions in doing.

Materials
Cleaning Tools and Equipment enumerated in the lesson.
What Do You Already Know?
Let us determine how much you already know about guestroom cleaning.

Name: ______________________________ Section: ______________________

Directions: Fill up the circles by writing your ideas about Guestroom

cleaning.

Guestroom
Cleaning
What Do you Need To Know?
Read the Sheet 2.1 very well then find out how much you can remember and
how much you learned by doing Self- check 2.1.

Information Sheet 2.1: SOP- Trolley or Maids Cart Setting

 Houseman / Housemaid sets his trolley as per the standard, like bed sheets in
one shelf, towels in another, bathroom amenities in a separate drawer.
 Maids cart can be compared as a giant tool box, It should be stocked with all the
required amenities to complete a complete shifts room cleaning.
 The maids cart should be spacious enough to carry all the required supplies for
one shifts work.
 The cart should be light weight, easy to clean and easily maneuverable.
 The cart has to be always well organized and well stocked before starting each
shift.
 A well stocked maids cart will avoid unnecessary trips to the floor pantry.
 The amount of supplies loaded on to the cart depends upon the number of
rooms, type of rooms to be serviced on the assigned floor.
 The carts are normally stocked from the floor pantry.
 Never over stock or under stock the cart: Overstocking will increase the risk of
accidents or damage to the supplies. Whereas under stocking can slow down the
efficiency of cleaning because of the regular trips to the floor pantry to collect the
required items.
 Record the items loaded on the cart on the Room assignment sheet.

Few examples of supplies loaded on the maids cart:

1. Shampoo
2. Moisturizer
3. Mouthwash
4. Foam bath
5. Sewing kit
6. Shower cap
7. Shoeshine
 8. Detergent
9. Loofah
10. Disposal bag
11. Toilet rolls
12. Tissue box
13. Soap dish
14. Bath towel
15. Hand towel
16. Face towel
17. Bathmat 
18. Bed spread
19. Pillow covers etc.
The cleaning supplies are kept is a separate hand caddy, Below are few items stocked
on the hand caddy.
1. Toilet cleaning solution
2. Bowl brush
3. Toilet brush
4. All-purpose cleaner
5. Cleaning clothes
6. Rubber gloves
 On one end of the cart there will be a bag for storing the dirty / soiled linens.
 There will be a garbage bag in one corner of the maids cart with a lid on it.
 Once the shift is over the maids cart / maids trolley to be moved back to the floor
pantry and all the shelves to be locked. 
How Much have You Learned?
Self- check 2.1
In one sheet of paper, answer the following questions:
Q1. Who is responsible for setting up the maids cart / trolley?
Q2. What should be looked for while purchasing a maids cart / floor trolley?
Q3. Disadvantage of over stocking and under stocking maids cart?
Q4. Give few examples of guest room supplies loaded in cart?
Q5. What is a hand caddy?
How Do You Apply What You Have Learned?
I. Actual Demonstration
Directions: The class will be divided into 5 groups. Each group will be
given tools, materials and equipment and room amenities that they are
going to arrange in their trolley or caddy. The actual performance will
be evaluated by the given Scoring Rubrics.
Learning Outcome 2: Access Rooms for Servicing

Performance Standards
 Prepared appropriate supplies and materials for cleaning different
areas.
 Followed instructions correctly in handling different tools, equipment,
supplies and materials.
 Observe safety measures/ precautions in doing.

Materials
Cleaning Tools and Equipment enumerated in the lesson.
What Do You Already Know?
Let us determine how much you already know about servicing a guest room.

Pre Test LO 2

Fill in the blanks: Fill in the blank with answers on general guidelines on
the servicing of occupied and vacant rooms.

1. Collect the ___________ linen and throw in the linen bag.

2. All ___________ rooms are serviced twice daily and as and when
requested by the guest.
3. All __________ are replenished in the bathroom.
4. Room has to be _______ and ________ at every given time.
5. Make the bed, follow the _____________.
6. Open ________ and _________ curtains.
7. Remove ___________ service.
8. All _______________ are noted and given to the Engineering department.
9. Inform room status to the ________________ control desk.
10. All glassware and Ashtrays have to be cleaned.
What Do You Need To Know?
Read the Information Sheet 2.2 very well then find out how much you can remember
and how much you learned by doing Self Check 2.2.

SOP- Servicing of Guest Rooms

Servicing of Occupied Rooms:
 All occupied rooms are serviced twice daily and as and when requested by the
guest.
 Enter the room according to the procedure of entry to guestrooms.
 Clear the garbage according to the procedure of removal of garbage from
dustbins.
 Collect the soiled linen and throw in the linen bag.
 Make the bed, follow the bed making procedure.
 Perform dusting of the room.
 Vacuuming of carpet and the upholstery maintenance.
 Clean Bathroom.
 All amenities are replenished in bathroom. (Maintain photograph for standard
amenity placement)
 After servicing the room following facilities function to be checked.
 Television
 All Telephones
 All Bulbs.
 Any in room Entertainment system.
Servicing of vacant room:
 Room has to be spic and span at every given time.
 Knock the door.
 Switch on all lights.
 Open heavy and sheer curtains.
 Remove turn down service.
 Put bed cover.
 Do the dusting.
 Replenish water and ice.
 Mop bathroom flooring with disinfectant.
 Vacuum the carpet if necessary.
 Close sheer curtain.
 Heavy curtain should be half closed.
 Put of all the lights.
 Give final looks and shut the door.
Servicing of vacant dirty room:
  Vacant dirty rooms cleaned thoroughly and all used items/ amenities are
changed with fresh ones. Left guest items to be deposited at Housekeeping
control Desk.
 Knock and enter the room.
 All drawers and cupboards are checked for any lost and found of guest.
 All dustbins are cleared of garbage.
 Soiled linen to be removed.
 Bed is made according to procedure for bed making.
 Dusting of room is done.
 Vacuum upholstery and carpet.
 All glassware and Ashtrays have to be cleaned.
 All guest amenities in room have to be replenished.
 Bathroom is cleaned according to procedure.
 Replenished amenities in the bathroom.
 All items used by the previous guest are changed with fresh ones.
 All maintenance work are noted and given to the Engineering department.
 Inform room status to the Housekeeping control desk.

How Much have You Learned?

Self- Check 2.2
Interview: The students will be asked the following questions and need to answer
orally.
Q1. What is the difference in servicing occupied, Dirty and a vacant departure room?
Q2. Points while servicing an occupied room?    
Q3. Why should we replenish all guest amenities with a new one while servicing a
‘Vacant departure room’?
Q4. What all to be check after servicing the room?
Q5. Whom to be reported in case you find any issues with TV / Bulbs etc?
Learning Outcome 3: Make- up Beds

Performance Standards
 Prepared appropriate supplies and materials for cleaning different
areas.
 Followed instructions correctly in handling different tools, equipment,
supplies and materials.
 Observe safety measures/ precautions in doing.
Materials
Cleaning Tools and Equipment enumerated in the lesson.

What Do You Need To Know?

Read the Information Sheet 2.3 very well then find out how much you can remember
and how much you learned by doing Self Check 2.3.

SOP – Bed Making

Preparing for Bed Making:
 Remove soiled bed linen from the bed.
 Look at the mattress pad / mattress protector to see if it is stained, torn or
damaged. If it is not straighten it and make sure the mattress and box spring are
even.
 Always adjust the mattress with your leg and not with your back to avoid any
injuries.
 If the mattress pad is stained then remove it.
  Get a clean mattress pad and place it on the mattress:
 Lay the fresh pad on the bed.
 Unfold the pad right-side up and spread it evenly over the centre of the bed.
 Smooth out any wrinkles.
 Mattress pads / mattress protector comes in different size, be sure to use the
correct size.
 Make sure you have the correct size sheets.
 Do not use a stained or torn sheet. Place them immediately in your solid linen
bag.
 Take three fresh sheets and 04 pillow cover / slips as per the bed size.
Making the bed:
 Pull the bed a little away from the headboard.
 Spread the 1st bed sheet and tuck the bottom side of the bed except for the four
corners.
 Take the loose end of the sheet, about a foot from the corner at the head of the
bed and pull it straight out, foaming a flap. Pull up the flap so it is flat.
 Tuck in the free part of the corner.
 Pull the flap out toward you and down over the side of the bed. Tuck the flap in.
 Move to the corner at the foot of the bed on the same side of the bed and repeat
the procedure.
 Spread the second sheet the wrong side up, from the edge of mattress.
 Put Quilt 6” lower than the 2nd sheet.
 Spread the third sheet over the quilt.
 Fold the second sheet above the quilt and the third sheet and make a fold
approximately 6” to 8”.
 Tightly tuck the sheets under the mattress.
 Go towards the foot of the bed and tightly tuck the second sheet, quilt and third
sheet together.
 Maître the corners.
 Inset the pillows into the new pillowcase and tuck in the loose ends.
 Repeat this process for the other pillows.
 Place the pillow on the bed with the tucked edges facing the centre and the
tucked flaps on the other side of the pillows.
 Position the bedspread on the bed with equal amounts hanging over both sides
and the foot of the bed.
 Report to the supervisor if you notice stains or tears in the bedspread.
 Smooth the bedspread over the pillows to the head of the bed.
 Tuck the remaining of the bedspread under the front edge of the pillows.
 Smooth the surface of the bed.
 Check the bedspread for evenness on both sides.
 Push back bed towards the side of headboard in the exact position.
 All the four corners of the bed is mitered properly. Bed linen is stain free and
properly pressed. Bed has to be firm.
 Distance of the pillow from Headboard to the fold of the bed is approximately 20”.
How Much Have You Learned?
Interview: The students will be asked the following questions and need to answer
orally.
Q1. What all to be looked for while removing the bed linen?
Q2. Why should the mattress be adjusted with the leg?
Q3. What to be done if you find a torn of soiled bed spread / bed cover?
Q4. What should be the distance of the pillow from headboard to the bed fold?
Q5. How to position the bed spread / bed cover on the bed?
What Do You Already Know?
Let us determine how much you already know about cleaning and clearing the room.

Pre Test LO 4

Fill in the blanks: Fill in the blank with answers on general guidelines on the
cleaning and clearing rooms.

1. Inspecting rooms for safety ____________.

2. Removing used guest ___________ and __________.
3. Open curtains and windows for __________.
4. Responding to special guest’s ___________.
5. Mopping floors as __________.
6. Checking for damage __________.
7. Replenishing guest room amenities and __________.
8. Changing linen and making __________.
9. Perform rotation cleaning __________.
10. Close door.
What Do you Need To Know?
Read the Information Sheet 2.4 very well then find out how much you can remember
and how much you learned by doing Self Check 2.4.

CLEAN AND CLEAR ROOMS

Cleaning and Clearing Rooms:
 Open curtains and windows for ventilation.
 Removing used guest amenities and rubbish.
 Cleaning showers, tubs, sinks, and bathroom items.
 Changing linen and making beds.
 Checking for damaged linens.
 Inspecting rooms for safety hazards.
 Reporting lost and found articles, maintenance problems, or special problems.
 Dusting and cleaning room decorations, appliances, and structural surfaces.
 Replenishing guest room amenities and supplies.
 Check, record, and replenish mini bar.
 Preparing rooms for guest arrival.
 Responding to special guest requests.
 Deliver and retrieve items on loan to guests.
 Perform rotation cleaning duties.
 Vacuuming and sweeping carpets and floors.
 Mopping floors as needed.
 Recording room status on work assignment sheets.
 Phone supervisor or reception updating status of room.
 Close door

How Much have You Learned?

Self- Check 2.4
Interview: The students will be asked the following questions and need to answer
orally.
Q1. What are the five activities a room attendant must do on a daily basis?
Q2. What are two items you should remove when shipping a bed? What do you do with
these items?
Q3. Answer “True or False” to the following statement: You should never re-make a bed
using existing linen for any guest.
Q4. Answer “True or False” to the following statement: When vacuuming the room start
at the furthest corner from the door and work back toward the exit.
Q5. If an item in a room has a defect what can you do?