Survey

Self- Service
Inspect

way of
CLEAN
5−S Process

Stage Shine

IHG® WAY OF CLEAN 5-S CLEANING PROGRAM:

Workbook

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permission of an authorized
s representative of IHG. ©2016. 7 IHG. All rights reserved. Most hotels are independently owned and operated.
 1. Introduction to
the IHG Way of Clean

1.2 Introducing the IHG Way of Clean 5-S Process

1 FILL IN THE 5 STEPS OF THE IHG WAY OF CLEAN 5-S PROCESS.

way of
CLEAN
5−S Process
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 3

2 CONNECT THE PICTURE TO THE CORRECT STEPS.

STEP 1:
Survey

STEP 2:
Service

STEP 3:
Shine

STEP 4:
Stage

STEP 5:
Self-Inspect
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 4

1.3 Introducing the IHG Way of Clean 5-S Process –

Prep then Clean (Optional)
1 CONNECT THE PICTURE TO THE CORRECT STEPS.

STEP 1:
Survey

STEP 2:
Service

STEP 3:
Shine

STEP 4:
Stage

STEP 5:
Self-Inspect
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 5

2 WHY ARE STEP 1: SURVEY AND STEP 2: SERVICE PERFORMED AT THE SAME TIME?
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 6

1.4 All About Clean

1 CONNECT THE CORRECT PICTURE TO THE WORD.

Using heat,
steam, or
AESTHETICALLY
hot air CLEAN

An area that
has been HYGIENICALLY
disinfected CLEAN
thoroughly

Using
chemicals;
specific
contact time CLEAN
of 1–10
minutes

An area
that looks
beautiful DISINFECT
and inviting

Using soap,
detergent,
and water to SANITIZE
remove soil
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 7

2 CONNECT THE CORRECT SURFACE TO THE MICROFIBER CLOTH AND CHEMICAL.

Remote controls

Shower or tub

Artwork or glass
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 8

1.5 Tools and Products

1 IDENTIFY THE FOLLOWING CLEANING TOOLS.

1.1 1.5

1.2 1.6

1.3 1.7

1.4 1.8

2 IN WHICH STEP DO YOU HAVE TO USE THE BLACK LIGHT TO CHECK FOR CLEANLINESS?

3 IN WHICH STEP IS IT OPTIONAL TO USE THE BLACK LIGHT TO CHECK FOR CLEANLINESS?
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 9

1.6 Effective Cleaning Tips

1 WHY IS IT IMPORTANT TO FOCUS ON KEY VALUE DRIVERS?

Circle the correct letter.

A. These items make guests think they are valued.

B. These items may cause the guest to think the room is dirty.
C. These items are touched most by the guest.

2 CONNECT THE KEY VALUE DRIVER ICON TO THE CORRECT PHRASE.

Upholstery is stain-free

Lampshades are straightened;

all light bulbs work

TV operates; remote is clean and working

Carpet or floor is free of stains

Kitchen is clean and staged properly;

appliances operate

Door and lock operate fully

HVAC or PTAC is clean and working

No hair is on bed, pillows, bathroom floor,

sink, tub, or shower
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 10

3 CONNECT THE HIGH TOUCH AREAS ICON TO THE CORRECT PHRASE.

Toilet and back or splash wall

Remote controls

Telephones – handset and dial pad

Handles – doors, closets, drawers

Curtains, sheers, blackout drapes

and pull cords

Switches – lights, lamps, coffee maker

HVAC or PTAC control panel

Bathroom handles – toilet flush, shower

control, sink faucets

Bedside tables
 2. The IHG Way of Clean
5-S Process

2.1 Step 1 – Survey

1 WHAT ARE THE TWO MAIN PROCEDURES TO FOLLOW IN STEP 1: SURVEY, AS SEEN
IN THE PICTURES BELOW?

and

2 WHY IS IT IMPORTANT TO ASSESS THE ROOM PROPERLY IN STEP 1: SURVEY?

 IHG® Way of Clean 5-S Cleaning Program – Workbook | 12

2.2 Step 2 – Service

1 WHAT ARE THE FOUR MAIN PROCEDURES TO FOLLOW WHEN SERVICING THE ROOM,
AS SEEN IN THE PICTURES BELOW?

2 WHY IS IT IMPORTANT TO REMOVE ALL THE DIRTY ITEMS FROM THE ROOM BEFORE
PERFORMING STEP 3: SHINE?
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 13

2.3 Step 3 – Shine (Bathroom)

1 LIST THE BATHROOM SURFACES IN THE ORDER IN WHICH THEY SHOULD BE CLEANED.
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 14

2 WHY IS IT IMPORTANT TO CLEAN THE EXTERIOR OF THE TOILET LAST, THEN PLACE
THE YELLOW MICROFIBER CLOTH INTO THE MESH BAG?

3 WHY SHOULD YOU NEVER USE THE SAME MICROFIBER CLOTHS USED TO CLEAN
THE BATHROOM, TO CLEAN SURFACES IN THE GUEST ROOM?
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 15

2.4 Step 3 – Shine (Sleeping Room and Living

Area)

1 PLACE A CHECK MARK NEXT TO THE CLOTH AND CHEMICAL THAT SHOULD NOT BE
USED TO CLEAN THE SLEEPING ROOM.

2 LIST THREE HIGH TOUCH AREAS THAT NEED TO BE CLEANED IN THE LIVING AREA.
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 16

3 LIST THREE KEY VALUE DRIVERS THAT NEED TO BE CLEANED IN THE LIVING AREA.
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 17

2.5 Step 3 – Shine (Balcony, Outside Areas and

Kitchen) (Optional)

1 WHY IS IT IMPORTANT TO ENSURE THAT THE KITCHEN IS CLEANED PROPERLY?

2 LIST THREE HIGH TOUCH AREAS THAT NEED TO BE CLEANED IN THE KITCHEN.

1.

2.

3.

3 LIST TWO KEY VALUE DRIVERS THAT NEED TO BE CLEANED IN THE KITCHEN.

1.

2.
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 18

2.6 Step 4 – Stage

1 WHAT ARE THE FOUR MAIN PROCEDURES TO FOLLOW WHEN STAGING THE
ROOM, AS SEEN IN THESE PICTURES?

2 WHY IS IT IMPORTANT TO PERFORM THESE PROCEDURES IN STEP 4: STAGE?

 IHG® Way of Clean 5-S Cleaning Program – Workbook | 19

2.7 Step 5 – Self Inspect

1 WHAT ARE THE THREE MAIN PROCEDURES TO FOLLOW WHEN SELF-

INSPECTING THE ROOM, AS SEEN IN THESE PICTURES?

2
LIST THREE ITEMS THAT YOU SHOULD FOCUS ON WHEN SELF INSPECTING YOUR WORK?

3 WHY IS IT IMPORTANT FOR YOU TO SELF-INSPECT YOUR WORK?

 IHG® Way of Clean 5-S Cleaning Program – Workbook | 20

2.8 5-S Process for Public Areas

1 LIST THREE EXAMPLES OF DIFFERENT PUBLIC AREAS THAT NEED TO BE PROPERLY

CLEANED AND MAINTAINED AT YOUR HOTEL OR RESORT.

2 WHY IS IT IMPORTANT TO CLEAN AND MAINTAIN PUBLIC AREAS?

3 IDENTIFY THE PUBLIC AREAS IN THE PICTURES BELOW.

 3. Service Types
and Conclusion

3.1 Prep then Clean – Prep Phase (Optional)

1 WHICH COLLEAGUES HELP PERFORM THE PREP PHASE?

2 WHICH STEPS ARE COMPLETED DURING

THE PREP PHASE?
Survey
Place a check mark next Check out the space and
assess what you need
to the correct steps.
5 1
Self- Service
Inspect Clear waste,
dust, and fix
Check your work
and feel proud
way of
CLEAN
5−S Process
4 2
Stage Shine
Prepare for guests Clean and disinfect

3 HOW DOES THE PREP PHASE HELP YOU TO WORK EFFICIENTLY AND EFFECTIVELY?
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 22

3.2 Prep then Clean – Clean Phase (Optional)

1 WHICH COLLEAGUE PERFORMS THE CLEAN PHASE?

2 WHICH STEPS ARE COMPLETED DURING

THE CLEAN PHASE?

Place a check mark next Survey

Check out the space and
to the correct steps. assess what you need

5 1
Self- Service
Inspect Clear waste,
dust, and fix
Check your work
and feel proud
way of
CLEAN
5−S Process
4 2
Stage Shine
Prepare for guests Clean and disinfect

3 IN WHICH STEP DO YOU PRE-TREAT SURFACES?

 IHG® Way of Clean 5-S Cleaning Program – Workbook | 23

4 IF YOU ARE CLEANING A STUDIO SUITE, DURING WHICH STEP WOULD YOU MAKE
THE BED?

5 IF YOU ARE CLEANING A SUITE WITH BEDROOMS, DURING WHICH STEP WOULD YOU
MAKE THE BED?
 IHG® Way of Clean 5-S Cleaning Program – Workbook | 24

3.3 Stay Over Service

1 WHEN IS THE STAY OVER SERVICE OFFERED?

2 WHAT IS THE DIFFERENCE BETWEEN THE STAY OVER SERVICE AND

THE IHG WAY OF CLEAN 5-S PROCESS?