Guest room cleaning

Guest Room Cleaning
1st year Housekeeping

1. GUEST ROOM CLEANING

2. What is Cleaning Cleaning is the process of removal of dust, dirt, foreign matter, tarnish, and stains from various surfaces with the aid of certain cleaning agents and equipment. Dust, dirt and foreign Matter are together referred to as soil. Soil such as sand, mud, pollutants, smoke, and fumes is brought into the building from outside. Some soil, such as fibers shed from the clothing and sewage is generated by the occupants of the building.

3. Why is Cleaning Done? 1) Aesthetic Appeal 2) Hygiene 3) Maintenance 4) Safety

4. Types Of Soil Dust- Composed of loose particles deposited from the air. Maybe organic and inorganic Dirt- Dust held together firmly by moisture or grease on rough surfaces Tarnish- discoloration on metal or alloy surfaces caused by chemical reaction, from substances found in air, water and foodstuff. Stain- Discoloration of hard or soft surface by a substance containing dyes, proteins, acids or alkalis Foreign matters- Dead flowers, substances in ashtrays, waste in waste bins

5. Nature of soil All the above types of soil may be categorized under at least one of the following heads, depending on the nature of the substance responsible. Inorganic or mineral :    A homogeneous chemical element or compound, solid, liquid or gaseous substance, having a chemical composition resulting from the inorganic processes of nature. Organic:      A substance that has a plant or animal origin. Organic compounds are basically hydrocarbons, that is, they essentially contain the elements carbon, hydrogen & oxygen. Osmological :   these are substances containing either organic or inorganic matter that emit an unpleasant odour . 4) Bacterial :   some soils may contain live bacteria or their spores, which may cause diseases or infections. 5) Entomological :      These soils harbor insects, especially those that are carriers of disease & infection

6.   STANDARD OF CLEANING Depending on the purpose of the area & surfaces to be cleaned, various standards of cleaning may be imposed. Once a standard has been established, there should be strict adherence to the cleaning methods required, & efficient training & supervision is called for. There may be different standards of cleaning for different surfaces and areas, as follows: Physically clean:  when the standard is set, the area or surface is supposed to be free from apparent dust & dirt, as when wiped by hand. Chemically clean:  This standard means that the area should be free from harmful chemicals on the surfaces & in the surrounding air. Bacteriologically clean:  To meet this standard, the surfaces should be cleaned so as to be free from any harmful bacteria that may cause disease or infection. This is referred to as ‘clinical standard’ as most hospitals follow this standard for their general wards.

7.   STANDARD OF CLEANING 4) Entomologically clean:  this means that the area should be free from harmful insects or pests. 5) Osmologically clean:  This cleaning standard demands that the surfaces & areas should be free from any organic or inorganic matter that may emit an odour . 6) Terminally clean:  this refers to the standard of cleaning usual in operation theatres & intensive care units in hospitals, where surfaces need to be constantly sanitized against all kinds of pathogenic microbes.

8.   PRINCIPLES OF CLEANING All soil should be removed. Soil should be removed without harming the surface being cleaned or the surrounding surfaces. The surface should be restored to its original state after the cleaning processes. The cleaning process should be efficient, using a minimum of equipment, cleaning agents, labor & time. The simplest method should be tried first, using the mildest cleaning agent. The cleaning methods least harmful for the surface should be used. Cleaning should proceed from high to low wherever possible. When cleaning an area, start with the cleaner surfaces & then go on to clean the more heavily soiled ones, so as to prevent the spread of soil from dirty to cleaner surfaces. While wet –cleaning an area or polishing the floor, the cleaner should walk backwards while cleaning in front of him.

9.   PRINCIPLES OF CLEANING 10) Suction cleaning should be preferred over sweeping wherever possible. 11) sweeping should be done before dusting, and dusting before suction cleaning. 12) Noise levels while cleaning should be kept as low as possible. 13) Stains should be removed as soon as they occur. 14) The cleaner should take all safety precautions while cleaning. In particular cleaning agents & equipment should be stacked neatly to one side. 15) The cleaner should start cleaning from the farthest end of an area, working towards the exit. 16) After the cleaning process is over, all equipment should be washed or wiped as applicable, dried, & stored properly; cleaning agents should be replenished & stored; waste discarded; &the area left neat & tidy.

10. CLEANING PROCEDURE Tools Sweeping- Dustpan, broom, dustbin Dusting - cloth/feather duster & dusting solution Damp dusting- Cloth duster, water, plastic bowl and neutral detergent Dust mopping/dry mopping/ mop sweeping- dust control mop, dustpan, dust collection bag and dust bin Spot Mopping/wet mopping/damp mopping- mop and bucket or mop wringer trolley, cold water, dilute solution of neutral detergent/ squeegee Manual Scrubbing- scrubbing brush, mild detergent, bucket, squeege , water & mop Manual Polishing -Proprietary polish & cotton rags

11. CLEANING PROCEDURE Tools Suction- Wet/dry vacuum cleaner & a mild detergent for wet cleaning Spray buffing - 175- or 300 rpm buffing machine with buffing pad, spray bottle, detergent and finish solution Polishing- 175-or 300 rpm floor machine and soft pad or brush Burnishing- 1500-2500 rpm floor machine Scrubbing- Floor Scrubbing machine Stripping- Floor maintenance machine with black pad

12. CLEANING PROCEDURE Frequency Cleaning Daily- work that has to be done daily. Eg servicing guest rooms Weekly- Cleaning that is done once a week. Eg metal surfaces or hard to reach areas Periodic- cleaning that is done on a monthly, quarterly, half yearly or annual basis

13. CLEANING PROCEDURE Organization of Cleaning Orthodox/conventional/traditional cleaning Block Cleaning Team Cleaning Deep Cleaning and special projects - eg shampooing of carpets, cleaning of signage boards, rotating and turning mattresses Spring Cleaning- same as deep cleaning

14. CLEANING PROCEDURE The Cleaning Process Room Service and Inspection- Order of cleaning guest room Guest request for early make up rooms VIP rooms (before 11:00 am) Arrival/ Departure Rooms Departure Rooms Occupied rooms( with make up my room sign posted) Stayover Re –Check DND

15. CLEANING PROCEDURE Bed Making OBJECTIVE The appearance of the well-made bed is fresh, crisp and free of creases, stains and tears. Pillowcases are well pressed with no folds and creases. Duvet cover is cantered and placed on bed with no creases. Linen is changed daily ( on request)

16. CLEANING PROCEDURE Bed Making PROCEDURE Preparation Remove all the pillowcases and place pillow on chair, not on the floor. Check the pillow covers / pillow protectors for stains and dirt. Remove duvet cover and fold duvet. Place duvet on the chair. Place soiled duvet cover on the bed. Remove sheets one by one and place all dirty linen in a tidy pile on the bed. Ensure the mattress cover and topper is clean and straightened out tightly. Ensure that the mattress label is according to the month specified. Ensure the bed is in proper position. Visually check the mattress for any wear and tear marks. Make sure under the bed is clean.

17. CLEANING PROCEDURE Bed Making Bed Making Place the mattress protector on the bed. Fix the elastic straps properly on the edges of the mattress. Place the mattress topper on the bed and make sure elastic straps are properly fitted in the corners of the bed mattress. When placing the first sheet, throw the sheet from the side of the bed over to the opposite side. Place it on the bed with the edges facing down. At each corner pull the sheet under the mattress in a tidy manner and miter the corners to 45 degrees. Tuck all edges tightly under the mattress. The sheet should be tight on the bed with no creases.. Open the duvet cover on the bed.

18. CLEANING PROCEDURE Bed Making Bed Making Place the duvet in the duvet cover, by first inserting one end. Tie the duvet cover tight to the duvet in a rosette. Tie both ends and middle of duvet with cover in a similar manner. Set the corners in proper position. Throw the duvet over the bed. Fold the duvet with second sheet on the bed head side. Make sure the fold size is 8 inches wide and neat. Do not tuck either side. Set the duvet neatly over the bed. ¾ part of bed skirting should be visible rest all should cover with duvet.

19. CLEANING PROCEDURE Bed Making Bed Making Final placement Place the bed runner over the bed in a neat and tidy manner, free of creases. Place 2-2 pillows (A and B) on each side one over the other with flap position inwards. Check position of pillow placement from the foot of the bed to ensure pillows are evenly placed.

20. CLEANING PROCEDURE Cleaning of an Occupied Room Enter the guest room by knocking and announcing “Housekeeping” Do not enter “DND” Open all curtains and windows to air the room Clear the dustbins. Remove and collect the used linen and put it in the linen bag. Carrying out the guest room dusting. Checking the functionality of light bulbs, television, electric kettle, and intercom device Making the bed. Tidying of guest personal belonging in room Cleaning the bathroom and replenishing the bathroom supplies. Vacuuming of carpet and bedside mats. .

21. CLEANING PROCEDURE Cleaning of an Departure/Arrival Room Enter the guest room by knocking and announcing “Housekeeping” Do not enter “DND”, inform supervisor and HK desk. Once all clear proceed and enter room Open all curtains and windows to air the room Clear the dustbins. Remove and collect the used linen and put it in the linen bag. Carrying out the guest room dusting. Checking the functionality of light bulbs, television, electric kettle, and intercom device Making the bed. Tidying of guest personal belonging in room Cleaning the bathroom and replenishing the bathroom supplies. Vacuuming of carpet and bedside mats. Finally check for any quest request and prepare the room .

22. CLEANING PROCEDURE Turndown Service Turndown Service involves preparing the room for the night. So the guest will feel: Comfortable Relaxed Pampered .

23. CLEANING PROCEDURE Turndown Service Guidelines Provided from 5:30pm to 9:00pm Carried out with minimal disturbance to guest Should not take too long Guest informed when service attempted but could not be provided. Guests names are to be used at all times .

24. CLEANING PROCEDURE Turndown Service Procedure Entering the room Check for Privacy “DND” sign Knock firmly/press doorbell and announce yourself Repeat knock 3 times before entering the room Allow the guest time to answer the door. .

25. CLEANING PROCEDURE Turndown Service Procedure Smile and greet the guest by name Ask if they would like Turndown Service If not, offer basic service & amenity Minimise disturbance to the guest Stay safe Good Evening Mr Wang, Would you like me to complete your turndown service now?

26. CLEANING PROCEDURE Turndown Service What to do when giving turn down Room Service Trays removed Remove rubbish Empty & wash ashtrays Wash glassware Close curtains Tidy the room

27. CLEANING PROCEDURE Turndown Service What to do when giving turn down Bed Cover & Decorative Cushions removed & stored Tidy/Remake Bed & turndown bed sheets Pillows fluffed Return PJ’s & Fold Clothes Night Mat / Slippers / Robes Breakfast Menu (if applicable) Evening Amenity & Good Night card

28. CLEANING PROCEDURE Turndown Service What to do when giving turn down Remove Rubbish Wipe out shower Cubicle if used Wipe vanity and sink area Replace used towels Rearrange/Replenish Amenities Toilet Paper/Tissues re-pointed

29. CLEANING PROCEDURE Turndown Service What to do when giving turn down Turn on lamps to create subtle lighting Farewell guest Complete paperwork

30. CLEANING PROCEDURE 12 areas in a guest room that may miss the eye of the room attendant during their daily cleaning schedule Areas Include Top of the door edges and ceiling.  Air-conditioning ducts and diffuser grills. Under bathroom counters.  Behind the WC bowl- the s-trap.  In the toilet roll niche  Faucet nozzle filter/ taps/ shower heads Top of the picture frames & Mirrors Area above head board 11 . Interior surface of drawers  Toilet vents  12. Area above pillow racks Rear surface of doors 

31. PLACEMENT OF GUEST SUPPLIES BEDROOM & SEATING AREA BEHIND DOOR Make up my room DND CARD FIRE EXIT PLAN WRITING TABLE STATIONARY COMPENDIUM WASTE PAPER BASKET UNDER THE TABLE CHAIR WITH BACK REST HOLY BOOKS

32. PLACEMENT OF GUEST SUPPLIES BEDROOM BEDSIDE TABLE TELEPHONE NOTE PAD AND PENCIL PILLOW MENU ALARM CLOCK WITH DOCKING STAND FOR IPHONE AND CHARGING CODES COMPLIMENTARY BOTTLES OF WATER

33. PLACEMENT OF GUEST SUPPLIES BEDROOM COFFEE TABLE WELCOME AMENITIES/TURN DOWN AMENITIES MAGAZINES WELCOME LETTER FROM THE HOTEL IN THE DRAW AND CUPBOARD SEWING KIT BATH SLIPPERS LAUNDRY BAG HANGERS IRON AND IRONING BOARD SAFE SHOE MIT

34. PLACEMENT OF GUEST SUPPLIES BEDROOM ON THE BED ONLY BEDDING AND BED LINENE MINBAR WATER MINIATRUE ALCHOLIC DRINKS SNACKS KETTLE/ MUGS/SPOONS/ GLASSES TEA/COFFEE/SUGAR/ WHITENER SACHETS ICE BUCKET WITH TONGS

35. PLACEMENT OF GUEST SUPPLIES BATHROOM VANITY COUNTER UPHOLSTERED STOOL WALL MOUNTED MIRRIR HAND AND FACE TOWEL DENTAL KIT SHAVING KIT TISSUE BOX SAN BIN GARGLE GLASSES HAND AND FACE LOTION HAIR DRYER WALL MOUNTED SHAVING MIRROR MOISTURIZERS/SOAP WITH SOAP TRAY/FACEWASH

36. PLACEMENT OF GUEST SUPPLIES BATHROOM BATHROOM DOOR FULL LENGTH MIRROR BATHROBES BATHROOM TOWEL RACK WITH TOWELS BATHTUB WITH AMENITY TRAY( BATHSALTS/SOAP/SHAMPOO/SHOWERCAP/AROMA CANDLES) BATHMAT(OUTSIDE BATHTUB & SHOWER CUBICAL) SHOWER CLOSET( SOAP/SHAMPOO)

37. PLACEMENT OF GUEST SUPPLIES BATHROOM BATHROOM WC( TOILET ROLL/ SANI BIN)