GUESTROOM CLEANING

1
GUESTROOM CLEANING
2
Preparing to Clean

• In most properties, the room attendants workday
  begins in the linen room. The linen room is often
  considered the headquarters of the housekeeping
  department. It is here that the employee reports
  for work receives room assignments, room status
  reports, and keys and checks out at the end of
  his/ her shift. Here too, the room attendant
  prepares for the workday by assembling and
  organizing the supplies that are necessary for
  cleaning.

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Assembling Supplies

• A room attendant requires a special tool to do
  his/her job. For the professional room attendant,
  these tools come in the form of the various
  cleaning supplies and equipment, linens, room
  accessories, and amenities that are necessary for
  preparing a guests room.

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• In a sense, the room attendant cart could be
  regarded as a giant tool box stocked with
  everything necessary to do an effective job. A
  well-organized and well-stoked cart is a key to
  efficiency. It enables the room attendant to
  avoid wasting time looking for a cleaning item or
  making trips back to the linen room for more
  supplies. The specific amounts of items loaded
  onto a cart vary according to the types of rooms
  being cleaned, the amenities offered by the
  property, and, of course, the size of the cart
  itself. A room attendants cart is generally
  spacious enough to carry all supplies needed for
  a half-days room assignments.

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Stocking the cart

• Carts are typically stored in the linen room
  along with the housekeeping supplies. In large
  properties, supplies are often centralized in a
  particular area and issued to room attendants
  each morning. Most carts have three shelves the
  lower two for linen and the top for supplies. It
  is just as important not to overstock a cart, as
  it is not to understock. Overstocking increase
  the risk that some items will be damaged, soiled,
  or stolen in the course of cleaning.

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Items typically found on a room attendants cart
include

• Clean sheets, pillowcases, and mattress pads
• Clean towels and washcloths
• Clean bath mats
• Toilet and facial tissue
• Fresh drinking glasses
• Soap bars
• Clean ashtrays and matches

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Stocking the Room Attendants Cart

• Check the list of assigned room
• Refer to the list of room cleaning supplies
  specified by the property
• Begin loading cart from the bottom up. Stock
  according to recommended quantities
• Place mattress pads, sheets, and pillowcases on
  bottom shelf

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• Place bath mats, towels, face cloths, and wash
  cloths on middle shelf
• Place room supplies and amenities on top shelf
• Stock hand caddy with cleaning supplies such as
  all-purpose cleaner, cloths and sponges, bowl
  brush, glass cleaner, and dusting solution.
  Position on top shelf.
• Position vacuum, broom, and other sweeping
  supplies on side of cart.

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• 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 have to bring the entire cart
  into the room in order to have easy access to
  supplies.

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Items conveniently stocked in the hand caddy
include

• All-purpose cleaner
• Spray window and glass cleaner
• Bowl brush
• Dusting solution
• Cloths and sponges
• Rubber gloves

11

• A laundry bag for dirty linens is usually found
  at one end of the cart and a trash bag at the
  other. A broom and vacuum are also positioned on
  either end of the cart for easy access. For
  safety and security reasons, personal items and
  room keys should not be stored on the cart.

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Room Assignments

• After 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.
• A floor or shift supervisor uses information from
  the room status report to draw up room
  assignments for housekeeping personnel.
• Room 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 propertys work standards for
  specific types of rooms and cleaning tasks.
• The room attendant uses the room assignment sheet
  to prioritize the workday and to report the
  condition of each assigned room at the end of the
  shift.
• After reviewing the assignment sheet, a room
  attendant will have a sense where he/she should
  begin cleaning.

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Cleaning the Guestroom
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General Sequence for Guestroom Cleaning

• Step 1 Enter the guestroom
• Step 2 Begin cleaning. Tidy and air out the
  room.
• Step 3 Strip the bed
• Step 4 Make the bed
• Step 5 Dust the guestroom
• Step 6 Clean the bathroom
• Step 7 Vacuum
• Step 8 Make the final check
• Step 9 Close the door and make sure it is
  locked
• Step 10 Note room status on assignment
  sheet and proceed to next room

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Entering the Guestroom
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• Guestroom 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
  guests privacy.

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• When approaching a guestroom, first observe
  whether the guest has placed a Do Not Disturb
  sign on the door knob.
• Also, be sure to check that the door is not
  double- locked from the inside. If either
  condition exists, respect the guests wishes and
  return later to clean the room.
• If this is not the case, knock on the door and
  announce Housekeeping. Never use a key to knock
  since it can damage the surface of the door.
• If a guest answers, introduce yourself and ask
  what time would be convenient to clean the room.
  Note the time on your room status sheet or
  schedule.
• If no answer is heard, wait a moment, knock
  again, and repeat Housekeeping. If there is
  still no answer, open the door slightly and
  repeat Housekeeping. 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.

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• However, just because a guest doesnt answer,
  doesnt always guarantee that a guest is not in
  the room. Sometimes, the guest may be sleeping or
  in the bathroom. If this is the case, you should
  leave quietly and close the door. Should the
  guest be awake, excuse yourself, explain that you
  can come back later, discreetly close the door,
  and proceed to the next room.

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• When you do finally enter, position your cart in
  front of the open door with the open section
  facing the room. Doing so serves a triplicate
  purpose it gives you easy access to your
  supplies, blocks the entrance to intruders, and
  in the case of stayovers, alerts returning guests
  of your presence. If the guest does return while
  you are cleaning, offer to finish your work
  later. Also, make sure it is, in fact, the
  guests room, by checking his./her room key. This
  is done for security purposes to prevent
  unauthorized persons from entering the room.

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Entering the Guestroom (Summary)

• Check the room status
• Check for a Do Not Disturb sign. Do not knock
  if a sign is on the door
• Announce presence. Knock firmly and say
  Housekeeping. Do not use a key to knock on the
  door
• Wait for a response. If you dont hear an answer,
  knock again and repeat Housekeeping.
• Wait a second time for a response. If you still
  do not receive an answer, open the door slightly
  and repeat Housekeeping.

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• If the guest is asleep or in the bathroom, leave
  quietly and close the door
• If the guest is awake but dressing, excuse
  yourself, leave, and close the door
• If the guest answers your knock, ask when you may
  clean the room
• If the room is unoccupied, position your cart in
  front of the door and leave the door open. Begin
  cleaning.
• If the guest returns while you are cleaning,
  offer to finish later. Ask to see the guests
  room key to verify that the key and room number
  match.

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Beginning Tasks
23

• Most room attendants begin their system of
  cleaning by airing out and tidying up the
  guestroom. After entering the room, turn on all
  the lights. This makes the room more cheerful,
  helps you se what you are doing, and allows you
  to check for light bulbs which need to be
  replaced. Draw back the draperies and check the
  cords and hooks for any damage. Open the windows
  so the air conditioning and heater to make sure
  they are working properly and are set according
  to property standards.

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• Next take a good look at the condition of the
  room. Make note of any damaged or missing items
  such as linens or wastebaskets. If anything of
  value is gone or if something needs repair,
  notify your supervisor.

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• Remove or replace dirty ashtrays and glasses.
• Always make sure that cigarettes are fully
  extinguished before dumping them in the
  appropriate container.
• As you replace the ashtrays, be sure to replenish
  matches.
• Collect any service trays, dishes, bottles, or
  cans that might be scattered around the room.
• Follow your propertys procedures for taking
  care of these items properly. Some properties
  have room attendants set these items neatly in
  the hallway and call room service for pickup.
• Empty trash and replace any wastebasket liners.
• In occupied rooms, straighten any newspapers and
  magazines.
• Never throw out anything in an occupied room
  unless it is in the wastebasket. In rooms where
  the guest has checked out, visually scan the room
  and check the dresser drawers for personal items,
  which may have been left behind.
• Report these items to your supervisor, or hand
  them in to the lost and found depending on the
  hotels policy.

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Stripping the Bed
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• Remove any clothing or personal items from the
  bed
• Remove the bedspread and blanket and place them
  on a chair
• Check the bedspread and blanket for stains,
  tears, or holes. Replace if necessary
• Remove cases from pillows. Place the pillows
  aside with the bedspread and blanket
• Remove the sheets
• Put soiled linen into the dirty linen bag on the
  cart
• Check under the bed for trash or guest items.
  Remove them to a convenient place.

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Making the Bed
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Step 1

• Strip the bed

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Step 2

• Check the mattress pad for stains and damage.

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Step 3

• Change the mattress pad if necessary
• Lay a fresh pad on the bed
• Unfold pad right-side up and spread it evenly
  over the center of the bed
• Smooth out any wrinkles

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Step 4

• Notify your supervisor if you note stains or
  damage to the mattress.

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Step 5

• Center the bottom sheet right side-up on the
  mattress, there should be equal amounts of sheet
  hangover each side of the bed.

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Step 6

• Miter the bottom sheet at the upper corner of the
  bed.

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Step 7

• Miter the bottom sheet at the lower corner of the
  bed.

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Step 8

• At the head of the bed, place the second sheet on
  the bed, wrong side up.

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Step 9

• Place the blanket on top of the second sheet
  about 6 to 8 inches.

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Step 10

• Place the top sheet, two inches over the blanket,
  and then fold the two inches inside the blanket
  to have a neat look appearance.

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Step 11

• Turn the second sheet over the top sheet and
  blanket.
• Tuck the sheets on the sides.

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Step 12

• Miter the top sheet, second sheet and blanket at
  the lower corners of the bed.

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Step 13

• Tuck in top sheet, second sheet and blanket along
  the sides of the bed.

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Step 14

• Make sure the second sheet, blanket and top sheet
  are tucked in neatly along the sides and foot of
  the bed.

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Step 15

• Center the bedspread. Make sure the seams and
  patterns of the spread are straight.

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Step 16

• Fold the bedspread down from the head, leaving
  enough room to cover the pillows.

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Step 17

• Slip the cases over the pillows.

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Step 18

• Place the pillows at the head of the bed and
  bring the bedspread over them. Tuck in the
  bedspread beneath the pillows.

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Step 19

• Take a moment to check the bed for smoothness
  both up close and from a distance.
• Smooth out any wrinkles.

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Dusting
49
Step 1

• Using a cloth sprayed with dusting solution, dust
  items located on walls or high off the floor.
  Work clockwise around the room.

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Step 2

• Dust and polish mirrors. Spray glass cleaner on a
  clean cloth and wipe down the mirror.

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Step 3

• Check the windows carefully. Clean with glass
  cleaner if necessary.

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Step 4

• Dust the windowsill.

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Step 5

• Dust and polish the dresser. Open the drawers and
  dust the inside surfaces.

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Step 6

• Dust the nightstand. Start with the top surface
  and work your way down the sides to the legs or
  base.

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Step 7

• Clean and dust the telephone. Check proper
  operation by picking up the receiver and
  listening for the dial tone. Use spray
  disinfectant on the mouthpiece and earphone
  (optional).

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Step 8

• Dust the top and sides of the television set and
  the stand it rests on.

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Step 9

• Clean the front of the television set with glass
  cleaner. Turn on the set to make sure it works
  properly, and then turn it off.

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Step 10

• Dust any tables, beginning with top surface and
  working your way down to the base and legs.

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Step 11

• Dust wood or chrome surfaces on chairs, beginning
  at the top and working your way down the legs.

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Step 12

• Clean both sides of the connecting door to an
  adjoining guestroom, if applicable.
• Wipe from top down.
• Polish the knobs and remove any smudges around
  the knob area.
• When finished, make sure the door is closed and
  locked.

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Step 13

• Clean the closet
• Dust both the top and underside of the closet
  shelf. Remove any smudges on the surfaces.
• Wipe down the closet rod.
• Dust hangers and hooks.
• Clean and dust both sides of the closet door.

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Step 14

• Wipe down light switches and clean any smudges on
  surrounding
• wall area.

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Step 15

• Clean both sides of the
• guestroom door.

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Step 16

• Restock the room with
• guest supplies.

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Cleaning the Bathroom
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Step 1

• Turn on lights and fan. Replace any burned out
  light bulbs. Check fan for proper operation.

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Step 2

• Remove used towels, washcloths, and bath mat.

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Step 3

• Empty trash and wipe container.

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Step 4

• Flush the toilet. Apply all-purpose cleaner
  around and under the lip of the bowl. Let it
  stand while you attend to other cleaning tasks.

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Step 5

• Clean the shower area

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• Check the shower head to make sure it is
  positioned correctly.
• Wash the tub or shower walls and soap dishes
  using a damp cloth and all-purpose cleaner. Check
  condition of walls as you clean.
• Rinse the tub or shower walls and soap dishes
  with sponge.

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• Clean both sides of the shower curtain or shower
  door. Pay special attention to the bottom where
  mildew may accumulate. Wipe dry.
• Clean shower curtain rod or clean the tracks and
  frame of the shower door.
• Scrub the bathtub with all-purpose cleaner.
  Remove and clean the drain trap.

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• Clean bathtub fixtures. Polish dry to remove
  water spots.
• Hang clean bath mat over edge of the tub.
• Reposition shower curtain or shower door to the
  center of the tub.

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Step 6

• Clean the vanity and sink area

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• Run some warm water into the sink. Add the
  correct amount of all-purpose cleaner.
• Clean the countertop area of the vanity.
• Clean the sink. Remove drain trap and clean.
• Clean sink fixtures. Polish dry to remove water
  spots.

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• Wipe dry the countertop area of the vanity.
• Clean mirror with glass cleaner.

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Step 7

• Clean the toilet

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• Scrub the insides of the toilet and under the lip
  with the bowl brush. Flush.
• Using cleaning solution and a cloth, clean the
  top of the seat, the lid, the tank, and the
  outside of the bowl.
• Wipe dry all the outside surfaces.
• Close the lid.

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Step 8

• Clean bathroom walls and fixtures

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• Dust light fixtures.
• Using a clean damp cloth, spot-clean fingerprints
  and smudges.
• Wipe down all electrical outlets and light
  switches, paying close attention to the
  surrounding wall area.
• Wipe and polish towel bars.
• Dust all exposed piping.
• Clean both sides of the bathroom door.

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Step 9

• Restock
• bathroom supplies

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• Replenish the towels.
• Replenish guest amenities.
• Replenish toilet and facial tissue supplies.

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Step 10

• Clean the floor

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• Spray bathroom floor and baseboards with
  all-purpose cleaning solution.
• Starting with the farthest corner and working
  your way toward the door, scrub the floor and
  wipe baseboards.

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Step 11

• Make the final check Visually scan all the areas
  of the bathroom for areas you may have
  overlooked. Turn off the lights and the fan.

86
Vacuuming and Cleaning Baseboards
87
Step 1

• Clean the baseboards. Begin in the closet area
  and work your way around the room. Wipe all
  exposed area of the baseboard to remove surface
  dust and dirt.

88
Step 2

• Take a vacuum sweeper or broom to sweep large
  dirt. Sweep also sides of the room and under
  furnitures to where vacuum cannot reach. This way
  the dirt that cannot be reached by the vacuum
  will be picked up immediately and/or center the
  dirt so to possibly reach by the vacuum.

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Step 3

• Take vacuum to the farthest corner in the
  guestroom. Begin vacuuming. Take care not to bump
  furnitures or even dragging the vacuum over its
  cord. Vacuum side to side.

90
Step 3

• Vacuum your way back to the door. Cover all
  exposed areas of the carpet you can reach
  including under tables and chairs, behind the
  door, and in the closet.

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Step 4

• Close windows and turn off lights along the way.

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Final Check
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• The final check is a critical step in guestroom
  cleaning. It makes the difference between just
  cleaning the room and doing a professional job.

94

• After reloading your vacuum and cleaning supplies
  on your cart, take a few moments to give the room
  a careful look from the guests perspective,
  Start at one point from one point in the room and
  trail your eyes in a circular fashion from one
  corner to the next until you have visually
  inspected each item. By doing so, you may
  discover something you overlooked or that was
  difficult to spot on the first cleaning.

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• Make sure that all the furnishings are back in
  their proper places. Look for little things like
  making sure the lampshades are straight and their
  seams are turned toward the back. Smell the air
  for any unusual odors. If you detect any
  unpleasant smells, report them to your
  supervisor. Spray air freshener if needed.
  Remember that your last look is the guests first
  impression. When you are satisfied that the
  guestroom is neat and thoroughly cleaned, turn
  off the lights, close the door, and check to see
  that it is locked. Note the condition and status
  of the room on your assignment sheet, and proceed
  to the next room on your schedule.

96
Turndown Service
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Step 1

• See procedure for entering the guestroom. When
  announcing your presence, substitute Turndown
  Service for Housekeeping.

98
Step 2

• Remove any guest items from the bed. Set neatly
  aside on the dresser or a chair.

99
Step 3

• Pull back the bedspread so 15 to 18 inches hangs
  over the foot of the bed. Bring this slack part
  of the spread back over the fold so the fabric
  faces right side-up.

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Step 4

• Pull back the sheets.
• For a bed sleeping one guest, turn down the
  sheets on one side only, usually the side near
  the night stand or phone.
• For a bed sleeping two, turn down the sheets on
  both sides.

101
Step 5

• Place the amenity on the pillow. For beds
  sleeping two, be sure to leave amenity on both
  pillows.

102
Step 6

• Remove and replace dirty ashtrays. Replenish
  matches.

103
Step 7

• Remove and replace dirty glasses.

104
Step 8

• Collect any food service trays and dishes.
• Set items neatly outside the door.
• Call room service for pickup.

105
Step 9

• Empty the trash and replace wastebasket liners.

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Step 10

• Straighten newspapers and magazines.

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Step 11

• Remove dirty linen in bathroom. Restock with
  fresh linen.

108
Step 12

• Straighten and wipe down vanity area. Dry and
  polish fixtures.

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Step 13

• Straighten and wipe down tub area if necessary.
  Dry and polish fixtures.

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Step 14

• Check toilet and facial tissue supply. Replenish
  if necessary.

111
Step 15

• Close the drapes.

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Step 16

• Turn on bedside lamp.

113
Step 17

• Turn radio to recommended easy listening station.
  Adjust to a low volume.

114
Step 18

• Visually scan the guestroom, beginning at one
  point in the room and working your way back to
  the beginning point. Attend to any turndown task
  you may have overlooked.

115
Step 19

• Leave the room and close the door. Check to be
  sure it is locked.