HOUSEKEEPING NC II CLEAN & PREPARE ROOM FOR GUEST.pptx

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1. HOUSKEEPING NC II 436 HRS. MARIEL P. ARIDEDON Trainer

2. Clean and Prepare rooms for incoming guests Set up equipment and trolleys Access rooms for servicing Make up beds Clean and clear rooms Clean and store trolleys and equipment

3. Setting-Up Housekeeping Trolleys The hotel housekeeping trolley is a portable /rolling open shelf cabinet –like container to place all the necessary cleaning materials and chemicals , room amenities , and linens during housekeeping activities . The trolley is suitable for service up to 14 rooms and comes with 4 large shelves and 2 bag holder.

4. Setting-Up Housekeeping Trolleys

5. Key points to remember when stocking or handling trolleys: When identified, immediately report any damage or faults with the trolley – all housekeeping departments should have periodical checks done on equipment by Maintenance department. Always push the trolley, don't pull it - it is important for you to see where you are going

6. Key points to remember when stocking or handling trolleys: Always stock items in their designated place on the trolley - it is best to position heavy items on the bottom to prevent the trolley from overturning. If you are not sure where things go, ask. Never lift anything on your own that weighs over 16 kg – this is a recommendation from OHS authorities.

7. Key points to remember when stocking or handling trolleys: There are no maximum weight restrictions as the current approach is to assess every lifting need on an individual basis and use the most appropriate technique depending on the type of load, how far it has to be moved or the size of the load.

8. Key points to remember when stocking or handling trolleys: Be prepared to ask for help when needed – this may be a request for help such as to do a „team lift‟ or a request for information. You must also be prepared to provide help when required.

9. ACCESS ROOMS FOR SERVICING: TYPES OF ROOMS -Single rooms -Double -twins -suites These rooms can contain their own spaces that require servicing such as : -Bathroom -bedroom -lounge/living area -kitchen -balcony area -Lobby/vestibule

10. STATUS OF ROOMS CHECK OUT ROOMS - the guest has settled his/her account, returned the rooms keys and left the hotel. OCCUPIED - guest currently registered to the room, COMPLIMENTARY - the rooms is occupied, but the guest is not charged for its use.

11. STATUS OF ROOMS STAYOVER - the guest is not checking out today and will remain at least one more night. ON-CHANGE - the guest has departed, but the room has not yet been cleaned and readied for resale. DO NOT DISTURB(DND) - the guest has requested not to be disturbed

12. STATUS OF ROOMS SLEEP-OUT - a guest was booked to the room, but the bed has not been used, SKIPPER - the guest left the hotel without paying the bill. DUE OUT - the room is expected to become vacant after the following day’s check- out time.

13. STATUS OF ROOMS LATE CHECKOUT - the guest has requested and is being allowed to check-out later than the standard check-out time. EARLY CHECK-IN - the guest has requested and is being allowed to check-in later than the standard check-in time .

14. STATUS OF ROOMS VACANT AND READY - the room has been cleaned and inspected and is ready for an arriving guest. OUT OF ORDER(OOO) - cannot be assigned to a guest and is blocked for maintenance activity.

15. STATUS OF ROOMS LOCK-OUT - the room has been locked so that the guest cannot re-enter until they are cleared by the front desk DID NOT CHECK OUT(DNCO) - the guest made arrangements to settle his/her account but has left without informing the front desk.

16. STANDARDS OF CLEANING PHYSICALLY CLEAN - the area or surface is supposed to be free from apparent dust & dirt, as when wiped by the hand. CHEMICALLY CLEAN - this means that the area should be free from harmful chemicals on the surfaces & in the surrounding air.

17. STANDARDS OF CLEANING BACTERIOLOGICALLY CLEAN - 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 hospital follow the standard for their general wards. ENTOMOLOGICALLY CLEAN - the area should be free from harmful insect/pest.

18. STANDARDS OF CLEANING OSMOLOGICALLY CLEAN - this cleaning standards demands that the surfaces & areas should be free from any organic or inorganic matter that may emit an odor. TERMINALLY CLEAN - this refers to standard of cleaning usually in operation theaters & intensive care units of hospitals, where surfaces need to be constantly

19. STANDARDS OF CLEANING - sanitized against all kinds of pathogenic microbes.

20. PRINCIPLES OF CLEANING All soils 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 efficient, using a minimum of equipment , cleaning agents, labor & time. -

21. PRINCIPLES OF CLEANING The simplest cleaning method should be tried first, along with using the mildest cleaning agent. Always use the cleaning methods least harmfu l to the surface should be used. The cleaning should proceed from high area to low wherever possible. Always start with the cleaner surfaces & then go on to clean the more heavily soiled ones. -

22. PRINCIPLES OF CLEANING While wet cleaning an area or polishing the floor, the cleaner should walk backwards while cleaning in front of him. Use of the suction/vacuum cleaning should be preferred over sweeping wherever possible Sweeping should be done before dusting, dusting before suction cleaning.

23. PRINCIPLES OF CLEANING The noise levels while cleaning should be kept as low as possible. Try to remove stains as soon as they occur using the correct methods. The cleaner should take all safety precautions while cleaning. The cleaning agents & equipment should be stacked neatly to one side after each use.

24. PRINCIPLES OF CLEANING The cleaner should start cleaning from the farthest end of an area, working towards the exit. After the cleaning process is over, all equipment should be washed or wiped as applicable , dried & stored properly. Cleaning agents should be replenished & stored properly.

25. PRINCIPLES OF CLEANING All waste need to be discarded & the working area should be always left neat & tidy.

26. STANDARD PROCEDURE TO ACCESS ROOMS Knock on door (quite loudly) – use knuckles not keys or any other item as it could mark the door and call out, “Housekeeping !” Count one to five If no answer, knock again, and then use your key to enter Take one step into the room and announce out “Good morning/afternoon, Housekeeping to service your room.”

27. STANDARD PROCEDURE TO ACCESS ROOMS If the guest is still in bed, undressed or distressed, quickly and quietly leave the room If the guest is awake and up, say “Housekeeping, would you like your room serviced ?” Comply with their request – you may be invited to service the room, just do a quick tidy, replace the towels, soap and leave, or asked to come back at a later time

28. STANDARD PROCEDURE TO ACCESS ROOMS Once you have gained access to the room, the door should be left wide open – to provide notice to a returning guest that someone is in their room The trolley should be parked across the entrance, or near the entrance to the room (according to house policy). This allows the Floor Housekeeper or other management staff to identify where room attendants are and makes it easier to obtain items from the trolley

29. STANDARD PROCEDURE TO ACCESS ROOMS It is standard procedure in the majority of establishments for trolleys to be left outside the room being cleaned, and never to be taken inside a guest room

30. STANDARD PROCEDURE TO ACCESS ROOMS Where the trolley is allowed to be taken into the room, a large sign should be placed outside the door, reading „Cleaning in Progress‟. This prevents the guest from returning to their room and being startled to find an employee in there and again to enable easy location of staff by management.

31. SERVICNG OF OCCUPIED ROOM All occupied rooms are serviced twice daily and as an 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 garbage from dustbins. Collect the soiled linen and throw in the linen bag. Make the bed, follow the bed making procedure. Perform dusting in the room . Clean bathroom

32. SERVICNG OF OCCUPIED ROOM All amenities are replenished in bathroom .(maintain photograph for standard amenity replacement) After servicing the room following facilities function to be checked. television All telephones All bulbs

33. SERVICNG OF VACANT ROOM Room has to be spic and span at every given time. Knock the door Switch on all the lights Open heavy and sheer curtains Remove turndown service Put bed cover Do the dusting

34. SERVICNG OF VACANT ROOM Mop bathroom flooring with disinfectant. Vacuum the carpet if necessary. Close sheer curtain Heavy curtain should be closed Give final looks Put off all the lights and shuts the door.

35. SERVICNG 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

36. SERVICNG OF VACANT DIRTY ROOM Bed is made according to procedure for bed making. Dusting of room is done 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

37. SERVICNG OF VACANT DIRTY ROOM All items use by previous guest are change with fresh ones All maintenances are noted and given to the engineering department Inform room status to the housekeeping control desk

38. MAKE UP BEDS Usually one of the first tasks of room attendant or housekeeper is to make the beds. Beds will need to be stripped in all departing rooms and at nominated intervals for staying guests . Bed making tasks give rise to many injuries to staff and some properties use two room attendants to service each room so that, amongst other things, bed-making tasks can be completed with less chance of injury.

39. MAKE UP BEDS Daily – in high-priced rooms, prestige establishments: full change Every second or third day – full change Change when the condition of the linen requires it – such as situations where linen is dirty or damaged. When should the bed be stripped?

40. MAKE UP BEDS Remove bedspread or duvet. – inspect and air, or replace as required. All bedspreads etc. are washed or dry-cleaned periodically. Remove blankets (where provided) - inspect and air, or replace as required. All blankets are washed or dry-cleaned Stripping a Bed

41. MAKE UP BEDS Remove pillowcases – place into soiled linen bag. Inspect pillow and pillow protectors to determine if they require attention or replacement Remove blankets (where provided) - inspect and air, or replace as required. All blankets are washed or dry-cleaned Remove sheets - place into soiled linen bag Stripping a Bed

42. MAKE UP BEDS Check mattress protector – spot clean as necessary or replace if required due to staining or damage Items that have been stripped from the bed should not be placed on the floor. Check what applies in your establishment but options include placing them on chairs, tables, couches in the room. Stripping a Bed

43. MAKE UP BEDS Not only does it look bad for guests to see these items on the floor if they enter the room while you are cleaning it, or they walk past the door on the and look in) but it is also unhygienic . Stripping a Bed

44. MAKE UP BEDS Make sure you have all your clean pillowcases,sheets,covers and etc. Make sure there is no dust on the mattress. Place your mattress pad on top of your mattress Put on the fitted bottom sheet. Laydown your flat sheet Place the cover on the bed Procedures in Making Up Bed

45. MAKE UP BEDS 7. Fold in all of the corners. 8. Place pillows in their corresponding pillowcases , fluff and then flatten to stand tall. Procedures in Making Up Bed

46. MAKE UP BEDS 7. Fold in all of the corners. 8. Place pillows in their corresponding pillowcases , fluff and then flatten to stand tall. Procedures in Making Up Bed

47. Report and remedy room defects and damaged items Regardless of how well a room is maintained, general wear and tear will happen, equipment will break down and other problems will occur . It is natural and while it may be annoying, guests will have a level of understanding. That said any problems with a room should be identified and rectified before a room is allocated to a guest .

48. Report and remedy room defects and damaged items Every property wants their current guests to return to them as repeat guests and to tell their friends about how great their stay with us was so that their friends become guests who are referred to us.

49. Report and remedy room defects and damaged items Defects or damage can result from normal wear-and-tear, accidental damage or deliberate and malicious action by guests. Where you suspect damage has been intentionally caused by guests and even guests that have already checked-out, What are defects, what is damage?

50. Report and remedy room defects and damaged items you should reports your beliefs to your supervisor and ask them to view the damage for themselves to make a decision about what action or claims may need to be made . What are defects, what is damage?

51. Report and remedy room defects and damaged items In some cases, guests may be charged for the damage and clean up costs and placed on a „Do Not Room List‟ that automatically flags a guest for refusal when their name is entered into the reservation system as a result of a query or a booking. What are defects, what is damage?

52. 1. The item must be taken out of service immediately and replaced if possible – for example, it may be possible in the immediate short-term to replace a hair dryer that is not working (or is missing) in an occupied room with one from the floor housekeeping store or from another room that shows as vacant on your room list When a defect or damage to fixtures or fittings is identified , three courses of action present themselves :

53. 2. The item is reported on a maintenance report and submitted to the appropriate person for action to be taken – where the item presents a physical danger to guests it must be removed from the room, tagged as „Out Of Service‟ according to house procedures and stored appropriately so that it will not be returned to service before being serviced. When a defect or damage to fixtures or fittings is identified , two courses of action present themselves :

54. 3 . Damaged items need to be recorded for many operational reasons. Every property will have its own procedures for recording damaged items and room attendants are expected to comply with these where they identify such items in any guest room, and regardless of who damaged the items and how they were damaged. When a defect or damage to fixtures or fittings is identified , two courses of action present themselves :

55. Monitoring costs Determining supplies that need to be ordered Evaluating the usefulness of products - and determining whether or not to continue using a certain item or whether a better alternative needs to be sourced Properties need to be aware of damaged items for the following reasons :

56. Identifying high damage products – to develop policies and procedures to reduce and prevent damage Removing them from service for OHS and duty of care reasons. Properties need to be aware of damaged items for the following reasons :

57. THAT'S A WRAP! THANK YOU FOR YOUR PARTICIPATION TRAINEES!!