Pr#parin( to l#an
In most properties, the room attendant8s wor*day begins in the linen room. The linen room is often considered the headuarters of the house*eeping department. It is here that the employee reports for wor*; receies room assignments, room status reports, and *eys; and chec*s out at the end of his# her shift. Here too, the room attendant
prepares for the wor*day by assembling and organizing the supplies that are necessary for cleaning.
)ssembling Su!!lies:
( room attendant reuires a special tool to do his#her 2ob. &or the professional room attendant, these tools come in the form of the arious cleaning supplies and euipment, linens, room accessories, and amenities that are necessary for preparing a guest8s room.
In a sense, the room attendant cart could be regarded as a giant tool bo% stoc*ed with eerything necessary to do an effectie 2ob. ( well-organized and well-sto*ed cart is a *ey to efficiency. It enables the room attendant to aoid wasting time loo*ing for a cleaning item or ma*ing trips bac* to the linen room for more supplies. The specific amounts of items loaded onto a cart ary according to the types of rooms being cleaned, the amenities offered by the property, and, of course, the size of the cart itself. ( room attendant8s cart is generally spacious enough to carry all supplies needed for a half-day8s room assignments.
Stocing the cart:
)arts are typically stored in the linen room along with the house*eeping supplies. In large properties, supplies are often centralized in a particular area and issued to room attendants each morning. Aost carts hae three sheles F the lower two for linen and the top for supplies. It is 2ust as important not to oerstoc* a cart, as it is not to understoc*. "erstoc*ing increase the ris* that some items will be damaged, soiled, or stolen in the course of cleaning. Items typically found on a room attendant8s cart include
• )lean sheets, pillowcases, and mattress pads • )lean towels and washcloths
• )lean bath mats
• Toilet and facial tissue • &resh drin*ing glasses • $oap bars
• )lean ashtrays and matches
In most cases, all the cleaning supplies for the guestroom and bathroom are positioned in a hand caddy on top of the cart. This way, the room attendant does not hae
to bring the entire cart into the room in order to hae easy access to supplies. Items coneniently stoc*ed in the hand caddy include
• (ll-purpose cleaner
• $pray window and glass cleaner • 'owl brush
• Eusting solution
• )loths and sponges • !ubber gloes
( laundry bag for dirty linens is usually found at one end of the cart and a trash bag at the other. ( broom and acuum are also positioned on either end of the cart for easy access. &or safety and security reasons, personal items and room *eys should not be stored on the cart.
"oom )ssignments:
(fter assembling supplies, the room attendant is ready to begin cleaning guestrooms. The order in which he#she cleans rooms will be determined by the room status report. ( floor or shift superisor uses information from the room status report to draw up room assignments for house*eeping personnel. !oom assignments are generally listed according to room number and room status on a standardized form. The number of rooms assigned for a room attendant is based upon the property8s wor* standards for specific types of rooms and cleaning tas*s. The room attendant uses the room assignment sheet to prioritize the wor*day and to report the condition of each assigned room at the end of the shift. (fter reiewing the assignment sheet, a room attendant will hae a sense where he#she should begin cleaning.
Cleaning the Guestroom:
+#n#ral S#:u#n"# $or +u#stroo& l#anin(* $tep 1 +nter the guestroom
$tep 4 'egin cleaning. Tidy and air out the room. $tep 9 $trip the bed
$tep = Aa*e the bed
$tep ? Eust the guestroom $tep C )lean the bathroom $tep 6 Jacuum
$tep 5 Aa*e the final chec*
$tep < )lose the door and ma*e sure it is loc*ed
$tep 17 :ote room status on assignment sheet and proceed to ne%t room
Entering the Guestroom:
uestroom cleaning begins the moment the room attendant approaches the guestroom door. It is important to follow certain procedures when entering the guestrooms that show respect for the guest8s priacy.
Bhen approaching a guestroom, first obsere whether the guest has placed a /Eo :ot Eisturb0 sign on the door *nob. (lso, be sure to chec* that the door is not double- loc*ed from the inside. If either condition e%ists, respect the guest8s wishes and return
later to clean the room. If this is not the case, *noc* on the door and announce /House*eeping.0 :eer use a *ey to *noc* since it can damage the surface of the door. If a guest answers, introduce yourself and as* what time would be conenient to clean the room. :ote the time on your room status sheet or schedule. If no answer is heard, wait a moment, *noc* again, and repeat /House*eeping.0 If there is still no answer, open the door slightly and repeat /House*eeping.0 If the guest does not respond after this third announcement, you can be fairly certain that the room is empty and can begin to enter.
Howeer, 2ust because a guest doesn8t answer, doesn8t always guarantee that a guest is not in the room. $ometimes, the guest may be sleeping or in the bathroom. If this is the case, you should leae uietly and close the door. $hould the guest be awa*e, e%cuse yourself, e%plain that you can come bac* later, discreetly close the door, and proceed to the ne%t room.
Bhen you do finally enter, position your cart in front of the open door with the open section facing the room. Eoing so seres a triplicate purpose it gies you easy access to your supplies, bloc*s the entrance to intruders, and in the case of stayoers, alerts returning guests of your presence. If the guest does return while you are cleaning, offer to finish your wor* later. (lso, ma*e sure it is, in fact, the guest8s room, by chec*ing his.#her room *ey. This is done for security purposes to preent unauthorized persons from entering the room.
Beginning Tasks:
Aost room attendants begin their system of cleaning by airing out and tidying up the guestroom. (fter entering the room, turn on all the lights. This ma*es the room more cheerful, helps you se what you are doing, and allows you to chec* for light bulbs which need to be replaced. Eraw bac* the draperies and chec* the cords and hoo*s for any damage. "pen the windows so the air conditioning and heater to ma*e sure they are wor*ing properly and are set according to property standards.
:e%t ta*e a good loo* at the condition of the room. Aa*e note of any damaged or missing items such as linens or wastebas*ets. If anything of alue is gone or if something needs repair, notify your superisor.
!emoe or replace dirty ashtrays and glasses. (lways ma*e sure that cigarettes are fully e%tinguished before dumping them in the appropriate container. (s you replace the ashtrays, be sure to replenish matches. )ollect any serice trays, dishes, bottles, or cans that might be scattered around the room. &ollow your property8s procedures for ta*ing care of these items properly. $ome properties hae room attendants set these items neatly in the hallway and call room serice for pic*up. +mpty trash and replace any wastebas*et liners. In occupied rooms, straighten any newspapers and magazines. :eer throw out anything in an occupied room unless it is in the wastebas*et. In rooms where the guest has chec*ed out, isually scan the room and chec* the dresser drawers for personal items, which may hae been left behind. !eport these items to your superisor,
or hand them in to the lost and found depending on the hotel8s policy.
Making the Bed: St#p >* $trip the bed
St#p ?* )hec* the mattress pad for stains and damage. St#p @* )hange the mattress pad if necessary
Lay a fresh pad on the bed
nfold pad right-side up and spread it eenly oer the center of the bed
$mooth out any wrin*les
St#p * :otify your superisor if you note stains or damage to the mattress.
St#p B* )enter the bottom sheet right side-up on the mattress; there should be eual amounts of sheet hangoer each side of the bed.
St#p C* Aiter the bottom sheet at the upper corner of the bed. St#p * Aiter the bottom sheet at the lower corner of the bed.
St#p * (t the head of the bed, place the second sheet on the bed, wrong side up. St#p G* Place the blan*et on top of the second sheet about C to 5 inches.
St#p >* Place the top sheet, two inches oer the blan*et, and then fold the two inches inside the blan*et to hae a neat loo* appearance.
St#p >>* Turn the second sheet oer the top sheet and blan*et. Tuc* the sheets on the sides.
St#p >?* Aiter the top sheet, second sheet and blan*et at the lower corners of the bed. St#p >@* Tuc* in top sheet, second sheet and blan*et along the sides of the bed.
St#p >* Aa*e sure the second sheet; blan*et and top sheet are tuc*ed in neatly along the sides and foot of the bed.
St#p >B* )enter the bedspread. Aa*e sure the seams and patterns of the spread are straight.
St#p >C* &old the bedspread down from the head, leaing enough room to coer the pillows.
St#p >* $lip the cases oer the pillows.
St#p >* Place the pillows at the head of the bed and bring the bedspread oer them. Tuc* in the bedspread beneath the pillows.
St#p >G* Ta*e a moment to chec* the bed for smoothness both up close and from a distance. $mooth out any wrin*les.
Dusting
St#p >* sing a cloth sprayed with dusting solution, dust items located on walls or high off the floor. Bor* cloc*wise around the room.
St#p ?* Eust and polish mirrors. $pray glass cleaner on a clean cloth and wipe down the mirror.
St#p @* )hec* the windows carefully. )lean with glass cleaner if necessary. St#p * Eust the windowsill.
St#p B* Eust and polish the dresser. "pen the drawers and dust the inside surfaces.
St#p C* Eust the nightstand. $tart with the top surface and wor* your way down the sides to the legs or base.
St#p * )lean and dust the telephone. )hec* proper operation by pic*ing up the receier and listening for the dial tone. se spray disinfectant on the mouthpiece and earphone >optional@.
St#p * Eust the top and sides of the teleision set and the stand it rests on.
St#p G* )lean the front of the teleision set with glass cleaner. Turn on the set to ma*e sure it wor*s properly, and then turn it off.
St#p >* Eust any tables, beginning with top surface and wor*ing your way down to the base and legs.
St#p >>* Eust wood or chrome surfaces on chairs, beginning at the top and wor*ing your way down the legs.
St#p >?* )lean both sides of the connecting door to an ad2oining guestroom, if applicable.
Bipe from top down.
Polish the *nobs and remoe any smudges around the *nob area.
Bhen finished, ma*e sure the door is closed and loc*ed.
St#p >@* )lean the closet
Eust both the top and underside of the closet shelf. !emoe any smudges on the surfaces.
Bipe down the closet rod.
Eust hangers and hoo*s.
)lean and dust both sides of the closet door.
St#p >* Bipe down light switches and clean any smudges on surrounding wall area. St#p >B* )lean both sides of the guestroom door.
St#p >C* !estoc* the room with guest supplies.
Cleaning the Bathroom:
St#p >* Turn on lights and fan. !eplace any burned out light bulbs. )hec* fan for proper operation.
St#p ?* !emoe used towels, washcloths, and bath mat. St#p @* +mpty trash and wipe container.
St#p * &lush the toilet. (pply all-purpose cleaner around and under the lip of the bowl. Let it stand while you attend to other cleaning tas*s.
St#p B* )lean the shower area
)hec* the shower head to ma*e sure it is positioned correctly.
Bash the tub or shower walls and soap dishes using a damp cloth and all- purpose cleaner. )hec* condition of walls as you clean.
!inse the tub or shower walls and soap dishes with sponge.
)lean both sides of the shower curtain or shower door. Pay special attention to the bottom where mildew may accumulate. Bipe dry.
)lean shower curtain rod or clean the trac*s and frame of the shower door.
$crub the bathtub with all-purpose cleaner. !emoe and clean the drain trap.
)lean bathtub fi%tures. Polish dry to remoe wa ter spots.
Hang clean bath mat oer edge of the tub.
!eposition shower curtain or shower door to the center of the tub. St#p C* )lean the anity and sin* area
!un some warm water into the sin*. (dd the correct amount of all-purpose cleaner.
)lean the countertop area of the anity.
)lean the sin*. !emoe drain trap and clean.
)lean sin* fi%tures. Polish dry to remoe water spots.
Bipe dry the countertop area of the anity.
)lean mirror with glass cleaner. St#p * )lean the toilet
$crub the insides of the toilet and under the lip with the bowl brush. &lush.
sing cleaning solution and a cloth, clean the top of the seat, the lid, the tan*, and the outside of the bowl.
Bipe dry all the outside surfaces.
)lose the lid.
St#p * )lean bathroom walls and fi%tures
Eust light fi%tures.
sing a clean damp cloth, spot-clean fingerprints and smudges.
Bipe down all electrical outlets and light switches, paying close attention to the surrounding wall area.
Bipe and polish towel bars.
Eust all e%posed piping.
)lean both sides of the bathroom door. St#p G* !estoc* bathroom supplies
!eplenish the towels.
!eplenish guest amenities.
!eplenish toilet and facial tissue supplies. St#p >* )lean the floor
$pray bathroom floor and baseboards with all-purpose cleaning solution.
$tarting with the farthest corner and wor*ing your way toward the door, scrub the floor and wipe baseboards.
St#p >>* Aa*e the final chec*. Jisually scan all the areas of the bathroom for areas you may hae oerloo*ed. Turn off the lights and the fan.
Vacuuming and Cleaning Baseboards:
St#p >* )lean the baseboards. 'egin in the closet area and wor* your way around the room. Bipe all e%posed area of the baseboard to remoe surface dust and dirt.
St#p ?* Ta*e a acuum sweeper or broom to sweep large dirt. $weep also sides of the room and under furnitures to where acuum cannot reach. This way the dirt that cannot be reached by the acuum will be pic*ed up immediately and#or center the dirt so to possibly reach by the acuum.
St#p @ Ta*e the acuum to the farthest corner in the guestroom. 'egin acuuming. Ta*e care not to bump furnitures or een dragging the acuum oer its cord. Jacuum side to side.
St#p * Jacuum your way bac* to the door; coer all e%posed areas of the carpet you can reach including under tables and chairs, behind the door, and in the closet.
St#p B* )lose windows and turn off lights along the way.
Final Check:
The final chec* is a critical step in guestroom cleaning. It ma*es the difference between 2ust cleaning the room and doing a professional 2ob.
(fter reloading your acuum and cleaning supplies on your cart, ta*e a few moments to gie the room a careful loo* from the guest8s perspectie, $tart at one p oint from one point in the room and trail your eyes in a circular fashion from one corner to the ne%t until you hae isually inspected each item. 'y doing so, you may discoer
something you oerloo*ed or that was difficult to spot on the first cleaning.
Aa*e sure that all the furnishings are bac* in their proper places. Loo* for little things li*e ma*ing sure the lampshades are straight and their seams are turned toward the bac*. $mell the air for any unusual odors. If you detect any unpleasant smells, report
them to your superisor. $pray air freshener if needed. !emember that your last loo* is the guest8s first impression. Bhen you are satisfied that the guestroom is neat and
thoroughly cleaned, turn off the lights, close the door, and chec* to see that it is loc*ed. :ote the condition and status of the room on your assignment sheet, and proceed to the
ne%t room on your schedule.
Turndown Serice:
St#p >* $ee procedure for entering the guestroom. Bhen announcing your presence, substitute /Turndown $erice0 for /House*eeping.0
St#p ?* !emoe any guest items from the bed. $et neatly aside on the dresser or a chair.
St#p @* Pull bac* the bedspread so 1? to 15 inches hangs oer the foot of the bed. 'ring this slac* part of the spread bac* oer the fold so the fabric faces right side-up.
St#p * Pull bac* the sheets.
&or a bed sleeping one guest, turn down the sheets on one side only, usually the side near the night stand or phone.
&or a bed sleeping two, turn down the sheets on both sides.
St#p B* Place the amenity on the pillow. &or beds sleeping two, be sure to leae amenity on both pillows.
St#p C* !emoe and replace dirty ashtrays. !eplenish matches. St#p * !emoe and replace dirty glasses.
St#p * )ollect any food serice trays and dishes.
$et items neatly outside the door.
)all room serice for pic*up.
St#p G* +mpty the trash and replace wastebas*et liners. St#p >* $traighten newspapers and magazines.
St#p >>* !emoe dirty linen in bathroom. !estoc* with fresh linen. St#p >?* $traighten and wipe down anity area. Ery and polish fi%tures.