Housekeeping

basic training
CLEANING
GUESTROOMS

By: Amni Nadia Ismail

INTRODUCTION

PURPOSE OF CLEANING:

1) To maintain a safe and clean environment

2) To preserve furniture and fittings in good
condition.
3) To maintain an attractive environment
Good cleaning organization may leads to:

1. Appearance – create favorable impression and

indication of the operational efficiency of
staff
2. Hygiene – create pleasant and hygienic
environment
3. Planned maintenance – prolong the working
life of furnishing and equipment
TYPES OF SOIL

 Organic - plant or animal/human origin or compound,

solid liquid, gaseous substances
 Inorganic – chemical elements or compound, solid liquid
or gaseous substances
 Osmological – either organic or inorganic that emit an
unpleasant odor
 Bacterial – live bacteria or spores, may cause disease or
infections
 Entomological – insects or pests carries disease or
infections
 NATURE OF SOIL

 Organic (loose, dry) - Usually referred to as dust. It can generally

be removed with direct mechanical act, as long as it stays dry. It
can be swept, dusted, mopped, wiped, vacuumed or wet mopped
with minimal or no chemical action required. Any surface that has
not been cleaned in 12 hours will have dust gathered on it. The
longer it remains on a surface, the better chance it has of
becoming oily, sticky soil from stain with other substances, even
from moisture in the air or from air-conditioning units.
 Inorganic (oily, sticky) - soil or dirt is about always mixed with
grease or other oily resources which make the dirt glue to a
surface. The extent to which dirt remains on a surface, the more it
happens to bond to the surface and the harder it is to get rid of.
 STANDARDS OF CLEANING
 Physically clean – free from apparent dust and dirt when wiped by
hand
 Chemically clean – free from harmful chemicals on surfaces and in
the surrounding air
 Bacterlogically clean – free from any harmful bacteria that may
caused disease or infections
 Entomologically clean – free from harmful insects or pests
 Osmologically clean – free from any organic and inorganic soil
 Terminally clean – surface need to be
constantly sanitized
GUESTROOM CLEANING PROCESS
 HK have to service between 13-18 bedrooms in a day
 Not take more than 30 minute to accomplish service 1 room.
 Inform floor supervisor that prepared guestroom can be
inspected.
 Priority for cleaning rooms
 Room that guest has requested early service
 VIP rooms (before 11 am)
 Early morning checkouts – requested by front desk
 Other checkout (VD rooms)
 Occupied rooms with ‘please make my rooms’ sign on doorknob
 Rooms that has DND card displayed earlier in the morning
 Request for late service (4-5 pm)
 Dealing with DND rooms:

1. Procedure should be set up for dealing with rooms with DND signs is
after 2.30 pm
2. Rooms attendant will inform the supervisor, then supervisor will check
the room status with front desk by phone or in person
3. Usually the DND slip will be placed under the door to inform the guest
that their room is not serviced yet
4. In most cases, room attendant should not knock on a door with DND sign
 Preparing to Clean

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

A room attendant requires special tools (e.g. cleaning supplies and

equipment, linens, room accessories, and amenities) to prepare a
guestroom.
 the room attendant cart is regarded as a tool box stocked with everything
necessary to do an effective job (for a half day) to;
 enable the room attendant to avoid wasting time looking for a cleaning item or
supplies
Stocking the Cart
Most room attendant carts have 4 shelves;
the lower 3 for linen and the top for supplies.
Avoid over and under stocking. Items found on
a cart includes;
 clean sheets, pillowcases, and mattress pads
 clean bath mats
 toilet and facial tissue
 fresh drinking glasses
 soap bars
 clean ashtrays and matches
Hand Caddy: a kind of box to carry all the cleaning supplies for the guestroom and bathroom.
May include;
Glass Cleaner
Floor Cleaner
Wood Polisher
Multi Purpose Cleaner
Toilet Bowl Cleaner
Air Freshener
Insect Sprayer
bowl brush
cloths and sponges
rubber gloves

A laundry bag for dirty linen, trash bag, a broom and vacuum are also positioned on the cart.
Room Assignments

 Prepared by supervisors
 Done manually in the Room Assignment Log Book
 The assignment sheet includes the name of the
attendant to whom the room is assigned, a list of
room numbers assigned to each room attendant or
any special instruction to any rooms

The room status report (or the housekeeping

report);
 provides information on the occupancy or
condition of the hotel’s rooms on a daily basis.
 uses simple codes to indicate room status.
CLEANING THE GUESTROOM
1.Entering Guestroom:
 Knock on guestroom door 3 times using your knuckles/ring the doorbell
and announce yourself.
 Observe whether the guest place DND sign on the knob. If DND has been
on the door after 2 pm, inform supervisor.
 If no answer insert key card and open door slightly, proceed with room
cleaning. If it is chained (double lock) quietly closed back.
 When entering any room, enter slowly and with caution. Listen for
clues such as the shower running or a hair dryer, as these things can
prevent your knock from being heard. If something is heard,
immediately but slowly close the door and attempt knocking again, if
entry must be made at that time. If not, wait a few minutes to return.
 If the guest is asleep or in the bathroom, quietly closed and leave the
room.
 Leave the door open and place service cart blocking the entrance for
security purposes.

 Reasons for knocking guestroom before entering:

• To protect privacy of the guest
• To prevent embarrassment of employee
 CLEANING THE GUESTROOM
2. Prepare the room for cleaning by:
a) turn on the lights
b) draw back curtains and check the cords or hooks for damage
c) open the windows and air the room
d) check the air conditioning and heater
e) take a good look at the room, check for damaged and missing
items
f) replace dirty ashtrays and glasses
g) collect any room service trays
h) empty waste basket
i) in occupied rooms, straighten newspapers & magazines
j) in check-out rooms, check for lost property
3. PROCEDURE OF MAKING A BED
 PROCEDURES:
1. Strip the bed by removing bed sheets one by one to ensure no lost
and found items are left behind by the guest. Place everything on
the floor.
2. Smoothen the mattress protector. Change mattress protector if it is
stained.
3. Put on the first bed sheet, right side up with the center fold as a
guide. Tuck in top side and bottom side of bed and mitre corners.
• Pick up the edge of bed sheet about 10” up side of bed.
• Tuck in the corner of sheet.
• Drop the sheet down and tuck in sheet to form a mitre.
4. Put second bed sheet with the wrong side up and pull up sheet to
reach the edge of mattress at the head. Do not tuck in yet.
5. Put duvet/blanket on the bed with the top about 4” to 5” below edge of
mattress at the head.
6. Put third bed sheet with the top reach 3” below edge of mattress at the
head. Fold in the third sheet top under blanket. Fold over second
sheet.
7. Fold down bed sheets and blanket about 6” in width to room for pillow.
8. Go to the foot of bed at the side, tuck the blanket and bed sheets
together at one go and mitre corner at both sides neatly.
9. Put pillow cases on pillows. Position pillow evenly on bed with the
open ends away from the guests sights/door, if possible.
10. Smoothen bed with your palm.
Tips in bed making video
Link of bed making video

 https://www.youtube.com/watch?v=fh9UdqQ42sg
CLEANING THE GUESTROOM

4. Proceed to clean the room:

a. Brush lampshades with a dry cloth or feather
duster.
b. Spray doors, furniture & fixtures with
cleaning solution and damp-wipe with dust
cloth.
c. Wipe air vents, windowsills, light bulbs,
telephones & other surfaces with a damp
cloth. Wipe out drawers. Clean or replace all
recycled items. Spray mirrors & TV screen &
wipe with dry glass cloth. Center all drapes,
lamp shades & pictures.
d. If the room have balcony, dust the furniture
and sweep the floor
 CLEANING THE GUESTROOM
5. Wiping and dusting
6. Replenish room amenities and guest supplies.
7. Wash glasses ashtray and trays.
8. Cleaning the bathroom:
1) Clean the toilet bowl
2) Clean the bath tub/shower room
3) Scrub bathroom floor
4) Clean sink counter and mirror
5) Replenish bath linen and bathroom supplies/amenities
9. Vacuum the carpet
10. Spray air freshener.
CLEANING THE GUESTROOM
11. Final check

a) take a look at the room form the guest’s

perspective, start at one point in the room, and
look in a circular fashion
b) smell the room for any unusual odors
c) close the door, check that it is locked
d) update the status of the room on the assignment
sheet
 TURNING MATTRESS
• Simple maintenance task
• increase working life mattress
• each mattress is turned 4 times a year, one complete
rotation annualy.
• Prolongs the life and durability the mattress.
• Should be cleaned with vacuum
• Mattress inspection - floor supervisor
January October

April July
 SECOND SERVICE
 Special request by the guest after the guestroom has already been
serviced earlier in the day.
 Chargeable service - had visitors, meeting, party.
 Procedures:
1. Remove empty bottles and dirty glasses
2. Empty and clean ashtray and waste paper basket
3. Replenish any used guest supplies
4. Arrange furniture in its proper place
5. Vacuum carpet
6. Wipe all dirty spots on the table or other surface
7. Replace soiled towels
8. Clean the sink and toilet bowl if dirty
9. Wipe the bathroom floor if wet
10. Decoration (if requested by guest)
TURNDOWN SERVICE
Introduction
 Refers to the practice of staff entering a guest's room and "turning down" the
bed linen of the bed in the room, preparing the bed for use.
 The purpose is to ensure that guest feels at home and can easily go to bed
upon returning to his/her room.
 Always carried out between 5.00 to 9.00pm, just before the guest return for
the night.
 An item of confectionery such as a chocolate or a mint is typically left on top
of a pillow in the bed that has been turned down.
 Items required:
1. Housekeeping trolley cart (towels, linens, amenities)
2. Cleaning caddy (cleaning agents/materials)
3. Complimentary products (chocolates, mints, others)
Procedure

 Turndown service:
• The evening staff takes the status report of the
floor from the front desk.
(VC,VD,OC,OD,OOO,OOS)
• Takes the floor key/card and sign for it.
• Take a round of the floor corridor to maintain it
clean and tidy. Take out trolley.
• Departure rooms have to be cleared as per
requirements. (VD rooms)
 Enter the guest room:
• Find out if the guest is in the room.
• Announce yourself before entering the guest
room.
• In case the guest is wants you to come back later
then, politely as the time for Position the maids
cart in front of the guest room.
 Turndown the bed:
• Enter the room, empty dustbin and ashtrays.
• Remove the bedcover, fold it and place in the luggage rack drawer.
• Remove pillow from luggage rack and place it on the head of the
bed.
• Make 90 angles with the second sheet, quilt and third sheet.
• Spread the foot mat on the side of the bed. And put slipper on top
of foot mat.
• Always give turndown from the telephone side or inner side of the
bed.
• For double occupancy, both corner to be made.
• Replace soiled linen when needed.
 Place turndown amenities:
• According to the hotel procedure place the turndown amenities on
the bed. (Eg: Flower, Chocolate etc.)
• Place the Breakfast menu knob on the fold.
• Put on the bedside lamp.
 Tidy the guest room:
• Look around the room and straighten or tidy anything that is out
of order.
• If a room is messy it may require more extensive cleaning.
(sweeping, dusting, dusting)
• Remove any room service tray, dishes and move them to the
service pantry.
• Empty the trash cans and replace the wastebasket liners.
• Do a quick vacuum if required.
 Tidy the bathroom:
• Neatly fold used towels.
• Wipe the vanity area if required.
• If required replace the bathing towel.
• Clear the dustbin if used.
 Fold toilet paper, and replace if necessary.
 Replace bathroom amenities as needed
 Create a pleasant atmosphere:
• Turn on the bedside lamps.
• Close the drapes.
• Draw the curtains so that there is no light coming from the
corners or center.
• Set the A/C temperature to what was set by the guest.
• Double check everything, lock the room and leave the guest room.
• Update the status report.
CLOSING DOWN

 Important as preparing to clean

 The equipment, agents and other supplies should be
stored properly
 Work area should neat and tidy for next shift.
 LOST AND FOUND
1. When items are found, they must be taken to the housekeeping
department and adequately tagged & logged for identification.
2. The lost & found logbook must include:
i. The date on which the item was found
ii. Its description
iii. The person who found it
iv. The number assigned to the tagged item
3. Items containing multiple articles should be inventoried. The
content described & verified by two person.
4. All tagged items must be kept under lock for security reasons.
5. All inquiries regarding lost & found items should be addressed to
the housekeeping office.
6. Items not claim within a reasonable period of time, are given to
the employee who found or given away to a charitable
organization.
MISSING ITEMS

1) VALUABLE ITEMS :
- expensive or incur sum of amount
- HK personnel will handle this missing item.
- handle case under Housekeeper law.

2) NON VALUABLE ITEMS:

- small amount
- HK attendant should record down the item
missing item report or logbook.