Housekeeping Manual
Housekeeping Manual
Housekeeping Manual
Manual
Index
Welcome
Our Mission
The Training Cycle
Housekeeping Policies and Procedures
Hot Button Issues
Clean Rooms Come From Best Practices
Safety Comes From Best Practices
Security Comes From Best Practices
Guest Illness
Guest Relations
Housekeeping Keys
Unusual Guestroom Situations
Room Status Codes
Early Check-in Procedures
Day Rooms
Guest Arriving with a Reservation
A Guest with a Reservation Arriving after 11:00 a.m.
For a Guest Arriving Without a Reservation
Do Not Disturb (DND) Rooms
Stay-Over Rooms
Late Check-outs
Complimentary Room/VIP Policy
Request for Rooms
Lost and Found Shipping Procedures
Breaks
Time Breakdown to Clean a Room
Verifying Room Status
Room Checks
Garbage
Recycling
Personal Protective Equipment
Tips
Housekeeping Carts
Set-Up
Supplies
Diagrams
Cleaning Overview
Inventory Procedures
Preparing Cleaning Solutions
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Index
How to Clean a Room
Preparing to Clean a Room
Cleaning the Bathroom
Making the Bed(s)
Dusting
Replenishing Guestroom Supplies
Vacuuming the Carpet
Our Hotel Guestroom Checklist
Our Hotel Guestroom Amenities
Inspecting Guestrooms
Guestroom Inspection Checklist
Laundry Operations
Preparing Laundry Equipment for Daily Operations
Sorting Linens
Washing Linens
Drying Linens
Folding Linens
How to Clean Public Areas
Lobby and Front Entrance
Meeting Rooms and Banquet Rooms
Offices
Public Washrooms
Your Hotel Public Area Checklist
Deep Cleaning
Reasons for Deep Cleaning
Tasks
Schedules
Frequency Recommendations
Task Checklist
Other Area to Deep Clean
General Housekeeping Safety Tips
Home Remedies for Tough Problems
Laundry
Laundering Formula
Helpful Hints
Bathroom
Removing Carpet Stains
Furniture Care
Spot and Odour Removal
Pest Control
General Hints
Laundry Stains
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Welcome
Welcome to Your Hotel. You have joined a young, progressive, growing company in the
hospitality industry. To sustain the growth that we have enjoyed, however, we must
continue to successfully respond to the service needs of our guests. We can do that only
through you...gracious, friendly and professional employees.
Our guests expect Your Hotel staff to be polite and well groomed, to be responsive,
answer any questions and to handle all transactions efficiently and in a positive manner.
Because Housekeeping is working in view of our guests, you must exhibit these
characteristics at all times.
Our Mission
The Housekeeping Department's mission is to provide clean, comfortable guest rooms
in a manner, which will promote guest loyalty. This means that our guest will find a
consistently made, first class room every time he checks into Your Hotel. If there is a
problem, it means that the guests concerns will be dealt with swiftly and with a smile.
Our role is not to determine right or wrong, or to assess blame, but rather to make the
complaint go away, and restore the guest's faith in our brand. Our operating
Departmental motto is The Guest Is Always Right.
What Is a Room Attendant?
A Room Attendant at Your Hotel could be defined as a Housekeeping Department
employee who cleans guestrooms. While this definition is technically correct, it doesnt
begin to describe the effect you and other Room Attendants have on guests.
Many studies have shown that clean rooms and public areas are the most important
factors in determining whether guests will return to a hotel. By cleaning guestrooms,
you make a difference in the success of your hotel and in the comfort of your guests.
You have a job to be proud ofwithout you, the hotel would be empty. No one would
check into a room that had dirty sheets, damp towels, and a floor littered with garbage.
You make sure each guest has a room complete with all the comforts that amenities can
offer, and all the warmth that a clean room can bring.
You make the difference!
I Can Do It!
Making It Right
100% Guest Satisfaction Guarantee
Second Effort Program
Blood borne Pathogens
Personal Appearance
Emergency Situations
Lost and Found
Recycling Procedures
Safe Work Habits
Manager on Duty
Hotels Fact Sheet
Employee Policies
The Disabled
Day 2:
Review Day 1 (Plan additional training time, if necessary)
Discuss knowledge for All Housekeeping Employees:
Procedures
Explanation
2. If a guest seems lost or appears to need help, smile Don't wait for the guest to speak.
and ask, "May I help you?
Your interest will make the guest
feel at home.
3. If you start to enter a room and find a guest still
there, smile and say, "Excuse me, I'll return later
to do your room. When would you like me
to return?
4. If a guest insists he or she wants the room cleaned We always try to carry out the
while remaining in it, ask your supervisor.
guest's wishes, but for your
security, it may be desirable to
ask for help, depending on the
situation.
5. If the guest complains to you about a problem, say Superior service with an
"I'm sorry. Let me help you or "Let me get what understanding attitude
you need" or I'll tell my supervisor."
will make the guest feel better
and realize you care.
If you overhear a complaint, tell your supervisor so the complaint can be taken care of.
Housekeeping Keys
Housekeeping keys and key cards are the first line of defense against theft, guest harm,
and room damage. It's very important that they stay only in the hands of those who need
them. When you pick up your key, you'll sign a register while someone witnesses the
signing. This protects you from false charges.
You will always pick up your key at the beginning of your shift and turn it in at the end
of your shift. Housekeeping keys are not to leave the property.
Some basic guidelines will help you keep the hotel safe and secure for guests, fellow
employees, and you:
Always turn in your housekeeping key whenever you leave the hotel.
Do not loan anyone your key
Keep your key on a belt around your waist at all times. Don't leave it on a cart or
caddy.
If you lose a key, report it immediately to your Supervisor.
Lock boxes on Room Attendant carts are for keys you find in vacant guestrooms or in
doors. If a cart does not have a lock box, keep the keys in a secure area until you can
return them to the Front Desk.
Do not open a guestroom for a guest. Help the guest by asking for his or her name and
room number. Then call the Front Desk from a vacant room and ask the Guest Service
Representative to send someone up with a key. Or let guests know where they can get a
spare key. Your attention to security will protect the guest and the guest's belongings.
If a guest enters a room you are working in, politely ask to see a room key. Make sure it
is for the room that you are in. If the guest cannot produce a key, send him or her to the
Front Desk, and then report the matter to Security. Even if the room is registered to the
guest, the Front Desk will be able to help him or her and still provide security.
Our Hotels Standards of Excellence
The condition of each guest's room should enhance the guest's overall experience.
Making sure guestrooms are clean, neatly arranged, and inviting at all times is your
ultimate goal as a Room Attendant. Radisson Standards of Excellence help you achieve
that goal.
You were hired for your ability to meet the Standards of Excellence. What are some of
these standards? You must:
Thoroughly clean mirrors, glass surfaces, windows (inside and out), ashtrays,
walls, telephones, and wastebaskets
Thoroughly clean and dust baseboards, pictures, window sills, drapes, chairs
(legs and rungs), dressers and drawers, desks and drawers, night stands, lamps,
lamp shades, light bulbs, headboards, closet poles and hangers, closet shelves,
and televisions
Neatly make beds, and make sure there are no stains, holes, or loose threads in
bedding materials
Thoroughly vacuum guestroom carpeting, and make sure it doesn't have any
stains or holes
Make sure each guestroom's electrical and mechanical functions are in proper
working order
Follow "Yes I Can!" standards:
Give Personal Attention Take Personal Responsibility
Use Teamwork
3. Sick Guest - Ask if the guest wants medical attention. If so, call the Guest Service
Representative and explain the situation to him or her right away. If you need to
clean up vomit, remember to wear gloves, goggles, and aprons, and follow the
other blood borne pathogen safety procedures. Vomit is a body fluid that can
carry disease.
4. Dead Guest - Leave the room right away. Don't touch anything in the guestroom.
Call Security and the Guest Service Representative. They will handle the situation
for you. Your supervisor will let you know if you need to do anything else.
5. Firearms, illegal substances, large sums of cash - You'll want to protect yourself
by letting your supervisor know right away when you find these things.
6. Intoxicated guest - You could be in danger if you stay in a room with a drunken
guest. Protect yourself by leaving the room, and tell your supervisor immediately
why you weren't able to clean it.
7. Unauthorized pet - Tell the Front Desk about any unauthorized pets or signs of
pets. The hotel may be able to charge the guest. Also, the Front Desk may tell you
what to do about the animal. If you feel threatened by the animal, leave the room.
You don't need to risk a bite or scratch.
8. Guest who suggests a romantic encounter - Be careful in this situation. Politely
refuse the suggestion, and leave as soon as possible. If you feel threatened let
your supervisor or Security know.
9. Abused guestroom - Some guests will destroy a room just for fun. This is costly to the
hotel, and it takes a lot longer to clean that room. Tell your supervisor about the abused
room. That way, someone else can clean some of your rooms while you work on the
damaged room. Also, the Front Desk may be able to charge the guests for the damage.
Room Status Codes
Code
What It Means
Early make-up You can help make a guest's stay an excellent one. When a guest requests an early make-up,
requests
or puts the "make up room" sign on the doorknob, you have the opportunity to shine by
cleaning this room first.
VIP Rooms
Our "Very Important Persons" always receive extra attention since they are our special
guests. You are a big part of making them feel at home.
Blocked Rooms These rooms have been set aside for guests with special requestsconnecting rooms, nonsmoking rooms, etc. When you clean these rooms together you are helping the Front Desk
meet guests' special requests.
Vacant and
Cleaning vacant rooms before stay-over rooms helps arriving guests get into their rooms
dirty rooms
more quickly. You're providing quality guest service by making rooms available as soon as
possible. These rooms are also called check-out rooms; their code is c/o.
Stayover rooms These rooms can be done later in your shift because the guest has already unpacked and
probably isn't waiting for you to clean. The code for this room is s/o.
Late check-out You can save yourself time and energy by cleaning these rooms late in your shift. They do not
rooms
need to be cleaned until the guest has left.
DND (Do Not
Disturb) rooms
No Service
rooms
Your Hotel always respects the guests' wishes in these rooms. If the sign is still up after
check-out time, tell your supervisor and let her make the decision about whether to clean it.
If a guest requests that the room not be cleaned, tell your supervisor and mark your sheet.
The supervisor will find out if there is another time to clean, or if there are any special requests.
If you come across a DND room, please leave it and come back to it at the end of your
shift.
If the room is still DND at the end of your shift, please inform your Supervisor and
they will check with the Front Desk to see if the guest has decided to stay over or has
a late check-out.
In case there is no information at the Front Desk, then knock on the door. If there is
no reply, then enter the room. If there is a reply after you knock, then ask the guests
if they have a stay-over or late check-out and inform your Supervisor accordingly.
Stay-Over Rooms
If you have a stay-over room, knock on the door to see if the guest would like to have
their room cleaned and follow the procedure.
Late Check-Outs
If a guest has not checked-out by 11am, please inform your Supervisor. They will
make the Front Desk aware and the front desk will call the room to remind the guest
of the check-out time.
In order to upgrade our service, special attention has to be given to our VIP'S. The
following housekeeping standard amenities set up for VIP'S and VVIP'S are to be
implemented:
The average number of rooms a housekeeper is expected to clean per day is from 16 to 18.
Verifying Room Status
Verification of the room status by the Guest Service Representative involves receiving
the Housekeeper's Report and checking for any discrepancies between this report and
the records at the Front Desk. See end of section for copy of the Status Report.
Room Checks
Room attendants are required to return to a room if the room inspection shows that
something was missed or not completed properly. The room attendant will also be
required to initial the Inspectors request and return to the room to complete the work.
This is to ensure our guests are checking into a comfortable, clean room.
Garbage
All garbage must be removed from housekeeping and taken to the garbage containers
located at the rear of either the poolside building or the main building.
Recycling
All Room Attendants are required to take part in the recycling program. This means you
are required to sort all recycling and place in the appropriate recycling bin and not leave
recyclable items in the garbage bag.
Any beer bottles you find in the rooms are to be taken to the housekeeping office. The
bottles will be returned and any money we get back will go into an account to reward the
Housekeeping staff (i.e. treated to dinner).
Personal Protective Equipment
Personal protective equipment is provided (i.e. gloves). If you cannot find something,
please ask your Supervisor.
Tips
Tips left in the rooms belong to the Room Attendant that cleaned the room. If there is a
tip left from a guest who was staying more than one night, the money will be distributed
to each housekeeper that cleaned the room during their stay.
Housekeeping Carts
Set-Up
The housekeeping cart is designed to carry all the items regularly needed by the
housekeeper to clean and supply the guest rooms. At the end of each work period, the
cart must be cleaned and replenished with sufficient supplies before you leave for the
day.
1. Stock the cart shelves as shown on the diagram on the next page
2. Stock the housekeeper's workbasket and place on the top shelf as shown in the
diagram.
3. Place the broom on the cart.
4. Check the vacuum cleaner bag and replace or empty it if more than two-thirds full.
5. Check the vacuum cleaner's rubber belts for damage. If the belt is broken, call
maintenance or replace belt.
6. Place the vacuum on the cart.
7. Place the trash bag on one end of the cart and the bag for soiled linen on the opposite
end.
At the end of the work day:
8. Empty the housekeeping cart and the housekeeper's workbasket.
9. Spray the surfaces with all-purposes cleaner.
10. Wipe dry with a cloth.
REMEMBER: DO NOT use guest towels for cleaning purposes.
Supplies
20
20
27
27
27
1
10
45
15
15
15
15
15
8
45
Any in-house advertising (i.e. restaurant menus, local attractions, fact sheets, guest
room guides, etc.) should be available to replenish supply.
Diagrams
Cleaning Overview
Inventory Procedures and Control
A stated earlier in this manual, the primary responsibility of the Housekeeping
Department is to clean the guest rooms. This responsibility could not be accomplished
without effectively controlling and utilizing the personnel, the guest rooms and the
cleaning supplies.
It is crucial to regularly inventory all supplies and equipment. The next two sections will
focus on two main areas:
1. Preparing cleaning solution
2. Inspecting guest rooms
Preparing Cleaning Solutions
Proper preparation of cleaning solutions is one of the most effective ways for a property
to reduce costs. All too often, we think "more is better." This is not the case in mixing
cleaning solutions. A ratio of 17 parts water to 1 part solution is ideal for cleaning.
Two types of cleaners are commonly used on the properties: All-purpose cleaners
and window cleaners. The all-purpose cleaner is used on porcelain, glass, mirror and
furniture surfaces. (If the rooms have brass fixtures, a brass cleaner must be used).
To mix all-purpose cleaner:
1. Fill mixing drum to within six inches of its top with water.
2. Add three gallons of all-purpose cleaner concentrate to make a 17:1 dilution (water to
cleaner).
3. Fill quart spray bottles with all-purpose cleaner solution from drum and replace top
of spray bottles securely.
To mix Window Cleaner:
1. Spray two squirts from quart-sized bottle of all-purpose cleaner solution into an
empty quart-sized spray bottle.
2. Fill bottle with water and replace top of spray bottle securely.
One last not before leaving this section:
Safety precautions should be followed when dealing with any chemicals.
Care should be taken to prevent the chemicals from splashing into the eyes
or face.
18. Replace all other bathroom supplies according to instructions. Make sure towels are
well folded and placed neatly on rack or towel bar.
19. Clean and dry the ice bucket and place on the vanity. Replace the bucket if badly
soiled.
20. Check to see if the vent/fan needs to be cleaned and is properly working.
21. Wipe/clean hair from the bathroom floor thoroughly, making sure not to miss
behind the toilet and the door. Wipe the floor and baseboard with a cloth and allpurpose cleaner. Pay particular attention to corners and edges. Replace the
wastebasket that has been cleaned. Take a last look to make sure that everything is
in it's place and that you have left absolutely no hair in the bathroom.
Please remember to use a clean rag for each guest room and never use the
same you used to clean the toilet anywhere else
Making the Bed(s)
The procedure for making a bed is unique in that one half of the bed is made first and
then the other half. The steps below outline this procedure.
1. Centre the mattress and box springs by lifting and pushing at the corners. Make sure
the bed is straight against the headboard.
2. Make the beds as instructed. Do not use dirty or torn linen. Make sure the bed is free
of wrinkles or lumps, pillows smooth and blankets or sheets not showing under the
spreads. The bed is the focal point of the room. Make sure all bed pads and blankets
are clean.
3. While standing on one side of the bed, centre bed pad on mattress.
4. Put on the bottom sheet and mitre the corner at both ends.
5. Put on the top sheet and then the blanket; mitre the corner at the foot of bed.
6. Fold back the top sheet over the top of the blanket so that a minimum of six inches of
sheet is folded over the blanket. Tuck 2 - 3 inches under the mattress.
7. Put the spread on the bed, straighten and fold top back.
8. Go to the other side of the bed and follow steps 3 through 6 to complete this side of
the bed.
9. Make sure the spread is floor even at the foot and the side facing the door for the best
appearance when first entering the room.
10. Put pillows into the pillowcases by laying pillows flat on the bed and slowly working
the case over the pillow. Do not put the pillow under your chin to put on the case. Be
sure pillows are the same size for uniform appearance.
11. Place the pillows flat on the bed, then pull the spread over the pillows and smooth for
an even appearance.
12. Position and centre the headboards.
Dusting
Before a housekeeper begins dusting, he/she should know the type of cleaner to use.
This is an ideal time for you to check the furniture for any problems or repairs. Report
drawers that are difficult to open or off their tracks. Note any wobbly legs on the
furniture, torn lampshades, and other damaged items.
1. Check the walls and ceiling for marks and cobwebs; remove with the all-purpose
cleaner and cloth by placing the cleaning cloth over a broom to reach corners and
ceiling Do not stand on a chair
2. Empty ashtrays in the can, not the toilet (check to make sure the ashes are cool);
wash in the sink and wipe dry.
3. Spray furniture surfaces with water and wipe dry.
4. Clean the inside and outside of the drawers. Take any items are found to the Lost
and Found. Replace all supplies as directed.
5. Dust and clean the T.V. with a damp cloth. Be sure to dust behind it, underneath it,
and also the stand. Clean the T.V. screen. Do not spray window cleaner on the
screen...it may damage the inside of the TV. Check to make sure the remote control
works.
6. Spray a cloth with window cleaner and wipe the entire telephone including the
receiver and cord. Check to see that the instructions for phone use are intact; replace
if necessary.
7. Wipe lamps and lampshades with the all-purpose cleaner. (Brass fixtures require a
different cleaner. Your Supervisor will provide upon request.
8. Straighten shades and turn seams toward wall.
9. Check the headboards for cleanliness. With a damp cloth, dust the headboards and
dust all pictures throughout the room, also dust the top of the mirror.
10. With a damp cloth, dust the shelf in the closet and also the rods. Check to see that
the correct amount of hangers, laundry bags, slips are there per instructions.
11. After you dust the nightstand and drawer, dust the phone book, bible and replace.
Replace the memo pad if dirty and any literature used per instructions. Don't forget
to check behind the nightstand for debris.
12. With a damp cloth, dust the air conditioner surfaces and with a paintbrush, clean the
grill. Adjust the HVAC unit per instructions.
13. Wipe chairs with a damp cloth. Don't forget to dust the legs and backs and around or
underneath the cushion. Do not push chairs against drapes because this will
interfere with the opening/closing and cause condensation stains.
14. Clean patio furniture and table. Sweep clean fingerprints and window tracks and
windows if needed.
15. Wipe off the entrance door front and back looking for fingerprints. Also check the
peephole to see if it has been stuffed with tissue, if so remove. Check the connecting
door also for fingerprints and smudges, then lock.
16. Take special note of the drapes and furniture placement.
Replenishing Guest Room Supplies
Re-supplying the guest room with supplies is very important to the guest.
1. Towels (folded, place in towel holder).
3 bath 3 hand 3 washcloths (Four of each in a double, double)
2. Soap. Two bars, one deodorant and one non-deodorant
3. Drinking Cups. Three wrapped cups (Either side of vanity. Do not insert into ice
bucket)
4. Ice Bucket Liner. Clean and on top of ice bucket (either side of vanity).
5. Ashtrays and Matches. One ashtray each on top of vanity, credenza and party table.
Note: In designated non-smoking rooms, do not provide ashtrays or matches.
6. Clothes Hangers. Six wooden hangers (3 suit, 3 skirt) hooked to the clothes rack
(remove extra hangers in unoccupied rooms)
7. Desk Items. Top of Desk: Days Inns Directory; Guest Comment Card; Non-Smoking
Tent Cards (in applicable rooms); Denny's Menu; Plastic Book Shape Tent Card
(with current insert); TV Guide; and Television Station List.
8. Desk Drawer: Stationery Package (folder, 3 pieces of letterhead, 3 envelopes, Trip
Rewards Application); and Gideon Bible (closed, good condition and unsoiled).
9. Other items:
a. Rate/Security/Hotel Law Cards. Check for condition and replace if needed. Place
in holder on back of entry door.
b. "Do Not Disturb Sign. Hook the sign on the inside knob of entry door.
c. Room Numbers. Check on the outside of each entry door (note on the Daily
Report if missing or damaged).
d. Smoke Detectors. Housekeepers should check daily.
One Last Note: It is very important not only to replenish supplies, but also
to replace them if those that are present are not in good condition.
Vacuuming the Carpet
The final step in cleaning a room is vacuuming.
1. Pick up and dispose of any pins or hard objects prior to vacuuming.
2. Vacuum the carpet starting at rear of room and working towards the door. It is more
efficient to push the vacuum steadily and slowly over the whole area rather than
jerking it back and forth.
3. Vacuum under furniture and behind doors. Check all corners and around edge of
heater/air conditioner for accumulated dirt.
4. Check room for maintenance items. Note items needing repair on Housekeeper's
Daily Report.
5. While vacuuming, one should also straighten furniture (desk, table items, pictures
and lamp shades). This task is an important final touch to housekeeping procedures.
A dusted, straightened room gives our guests a good first impression of quality
service.
6. Make a final visual check of the guest room for any missed items. Spray room with
deodorizer. (Point the spray toward the carpet. If sprayed in the air, it will settle on
the furniture and cause stickiness).
7. Turn off all lights.
Please note that since you are in and out of the rooms daily, it is your
responsibility to report anything that is or could potentially be a health &
safety hazard.
Room #
Housekeeper
Inspected By
CLEANING CHECKLIST
Item
Yes
No
Item
Yes
Lamps work
Telephone working
Bedspreads straight
Fluffed/Even pillows
No
Yes
No
Item
Yes
No
Item
Desk tops
Mirrors
Dresser Tops
Rim of baseboard
Light bulbs
Table Tops
All drawers
Window cornice
Headboards
Closet shelves
Window frame
Chairs
Closet rods
Corners
Picture Frames
Telephone
Window sills
Yes
No
BATHROOM CHECKLIST
Item
Yes
No
Item
Yes
No
Item
Faucets leaking
Broken Tile
Fixtures firm
Chrome sparkling
Supply of towels
Yes No
Credenza
1 Guest Directory
Bathroom
1 frosted oval display tray
1 bath mat
Hairdryer
Night Table/Desk
Closet
3 hangers + 3 hangers w skirt clips
Room Club
Miscellaneous
1 coffee maker
General
1 ice bucket & poly liner
1 waste basket
1 tea bags
1 condiment package
1 Iron
3 wrapped glasses
1 Ironing Board
1 telephone book
1 refrigerator
Off
H.V.A.C.
Heating
Television
Off
Windows
Closed
Drapes
Closed
Sink Faucet
Off
Shower Head
Drain Plugs
Open
Down
Shower Curtain
Bathroom Door
Open
Drapes
Closed
Tub Faucet
Off
Light
Off
Bathroom:
Point Towards Wall
Inspecting each guest room after it has been cleaned ensures that the guest will be
pleased upon entering the room. Housekeepers must be aware of room inspection
procedures so that each room will be properly cleaned and supplied prior to an
inspection.
The Guest Room Inspection Outline lists the points to be checked while inspecting a
clean guest room (Each of the areas should be visually inspected every day). Time
constraints make it impossible to carefully check each point on the checklist in each
room daily. However, selecting one or more sections from the checklist for a daily,
thorough inspection assures that all areas are checked on a regular basis and that the
room maintains its appearance and fresh appeal.
Whenever an area does not meet checklist standards, it must be re-cleaned before a
guest can be assigned to the room. Each housekeeper is responsible for correcting any
items noted during an inspection. If a maintenance or special cleaning problem is noted,
the appropriate personnel should be notified in order to correct the problem as soon as
possible.
1. Upon arriving at the guest room door, begin a visual inspection of the following
items:
a.
b.
c.
d.
e.
f.
g.
h.
i.
Entrance door
Drapes
Bed(s)
Furnishings
Lighting
Bathroom
Vanity area
Supplies
Floors, walls ceiling
2. Pay particular attention to the critical areas below and check daily:
a. Television
b. Heating & air conditioning
c. Telephone
d. Plumbing
e. Bedding
f. Lighting
g. Door hardware
3. Identify one or more of the checklist sections for detailed inspection and note
anything that does not meet the standards.
4. Close and lock door securely.
5. Arrange for re-cleaning of any areas, which did not meet inspection standards.
6. Identify areas in need of special cleaning or maintenance.
7. Vanity Area
a. Sink, counter and mirror should be free of mildew, hair, soap, and residue.
b. Chrome should be shiny.
c. Check to see that there is a proper number of towels neatly folded on the towel
rack.
d. There should be two bars of soap in bath area (1 deodorant, 1 non-deodorant)
e. A clean, inverted ice bucket and three wrapped cups should be in the other corner
of the vanity, optional liner on top of the bucket.
f. Clothes rack should be dust-free, with six hangers (3 suits, 3 skirts).
8. Supplies
a. Two wastebaskets should be cleaned and in proper place.
b. Check telephone books for soil and damage (be sure they are in their proper
location).
c. There should be three ashtrays, with a Days Inn matches in each (smoking rooms
only).
d. Check the condition and placement of these items: Comment card, current DIA
Directory, Gideon Bible, Non-smoking tent cards (where applicable), stationary.
e. Test smoke detectors for battery failure (use a pole).
9. Floor, Walls, Ceilings
a. The carpet should be vacuumed thoroughly.
b. Check all corners, under beds, behind doors, around furniture and air
conditioner/heater for trash and dirt.
c. Ceiling and walls should be free of dirt, damages, cobwebs, etc.
d. Check baseboards for cleanliness.
10. Heating/Air Conditioning Units
a. Check for air cooling and heating.
Laundry Operations
Imagine that you're a guest, it's late and you've just arrived at the hotel. It has been a
hard day and you can't wait to get into bed. As you turn the covers down, you notice the
sheets are wrinkled and grey. The bed that you've been dreaming about has lost its
appeal. The sheets look so disgusting; you don't want to sleep on them. The next
morning you leave that hotel and vow not to go back to that chain again.
Earlier in this manual, it was noted how important a clean room is to a guest. Aside from
a clean bathroom, dusted furniture and a vacuumed floor, a guest wants fresh looking
sheets.
The laundry function is just as vital to the Housekeeping Department as the room
cleaning function.
This section will outline:
(Items should already have been sorted by housekeepers and placed in linen bags
according to these categories when removing linens from guest rooms)
NOTE: Do not allow linens to come in contact with the floor.
Washing Linens
By following the guidelines specified in the laundry equipment manual and laundry
products manual, your property will have cleaner linens and your equipment will last
longer, thus keeping costs down.
With this in mind, it is imperative that you wash linens at the proper temperature and
not overload the machines. By loading the washers according to the laundry load charts
(that is, washing the optimum amount without overloading or under loading the
machine) money is saved.
Some of Your Hotels laundries identify laundry type according to a colour coded system
which assures correct temperature and laundry chemical mix. Other systems use
chemical dispensers that ensure the proper amounts of bleach, detergent, and softener
are added at the appropriate cycle. Regardless of the system your property uses, it is
crucial to follow the steps listed below.
1. Pre-soak stained linens according to the instructions provided by your laundry
products salesman.
2. Load the washer from one of the pre-sorted groups of linen in the specified amount
as indicated on the loading poster.
3. Close the door; ensure no linens are caught on the equipment.
4. Follow the instructions for operating the washer as defined by the laundry products
salesman.
Drying Linens
Just as the laundry personnel follow the loading poster instructions for the washers,
they should also adhere to the instructions for loading the dryers. By loading the
appropriate amount of linens in the dryer, you will maintain the greatest operating
efficiency of the drying equipment.
It is very important that the laundry personnel dry linens at the appropriate time and
temperature for each type of cloth. If linens are dried at the proper time and
temperature, they will not need to be replaces as frequently. Once the linens are dry,
remove them promptly from the dryer to avoid excess wrinkling.
1. Remove linens from the washer.
2. Do not mix terry cloth linens, sheets, and pillowcases in the same dryer. The lint
from the terry cloth will adhere to the linens.
3. Do not exceed dryer loading limits.
4. Set temperature and cycle time according to the heat and cycle settings on the
loading poster.
5. Close the door and make sure no linens are caught on equipment.
6. Remove linens promptly at the end of the drying cycle.
Folding Linens
The following pages outline the procedures to be utilised for folding linens. By properly
folding the linens, storage space is better utilised and the housekeepers are able to load
their carts more efficiently.
Never have clean linens touch the floor. Be particularly careful when folding bulky items
such as sheets
1. Separate linens by type, sheets, pillowcases, wash cloths, face towels, bath towels.
2. Fold linens in accordance with its respective diagram.
3. Stack like items together and store in designated area.
Offices
a.
b.
c.
d.
Public Washrooms
a. Empty the trash
b. Clean waste bins
c. Clean the toilets and urinals with all-purpose cleaner. Be sure to clean the bowl,
under the rim, and the tank
d. Clean the sinks and faucets
e. Clean the mirrors Be sure there are no spots or streaks
f. Check to make sure paper towel box is full
g. Check to make sure toilet paper is full
h. Check to make sure amenities in ladies washroom are full
i. Mop the floor. Be sure to place a Wet Floor sign when the floors are wet.
j. Dust surfaces with dry rag See the checklist at the end of this section
Housekeeper
General
Empty trash, reline, and spot clean waste receptacles
Dust mop and wet mop hard floor surfaces
Dust all surfaces (floor to shoulder height)
Spot clean all entrance glass (twice per day if needed)
Spot clean doors and walls (twice per day if needed)
Disinfect phones
Vacuum all carpeted areas
Inspect area for defect and report to Maintenance and Housekeeping departments
Checklist for Entrance & Lobby Area
Carpet Vacuuming
Wall & wall hangings
Displays
Window sills
Furniture
Elevator stainless steel door
Stairs/steps
Telephone stations
Planters/leaves
Dennys window ledges
Cleaning & moping floors
Heating unit tops
Front Desk counter tops
Computer stations
Fireplace area and surface
Vending machines
Stair railing
Vacuum carpet
Furniture cleaning
Picture frames on walls
Handles and door knobs
Window ledges and screens
Telephones
Window blinds
Comments:
Deep Cleaning
Reasons for Deep Cleaning
Tasks
Schedules
Budgeting and scheduling help organize the workload and ensure a consistent product
A budget helps plan for contract cleaners, equipment purchases and staff time
A schedule helps determine how often tasks should be done and whether they should
be done as daily specials or project cleaning
Daily specials add a task to routine daily cleaning. Tasks can be assigned by the day
or by the week. Communicate assignments to staff at the beginning of the shift
Project cleaning removes rooms from inventory so they can be completely cleaned by
a team
Project cleaning is often done when occupancy is low. It requires advance coordination with sales, the front desk, and maintenance/engineering
Preventative maintenance is often scheduled at the same time as project cleaning
Frequency Recommendations
This list suggests the minimum frequency for the deep cleaning tasks. As you plan your
propertys deep cleaning program, consider how such variables as location, climate, and
clientele affect how long an area or item can stay clean. For example, if your property is in an
area with a humid climate, you may need to schedule tile and grout cleaning more often or, if
you work for a beachfront property, sand and seawater may affect your carpet care schedule.
Deep Cleaning
Annually
Dry clean draperies
Wash windows
Quarterly
Turn mattresses and box springs
Shampoo or extract carpets
Monthly
Change bedspreads and blankets
Dust high places
Dust sheers and wash walls,
baseboards, and doors
Clean lights
Change shower curtains
Scrub tile and grout
Task Checklists
Turn Mattresses and Change Bedspreads
1. Remove linens from the bed
2. Lift mattresses off the box springs.
3. Lift the box springs off the bed frame
4. Inspect for tears, soil spots or broken springs
5. Inspect and clean the frame and headboard
6. Vacuum behind and inside the bed platform
7. Rotate the box springs
8. Turn the mattress
9. Vacuum the mattress cording
10. Inspect pillows and replace pillows that have stains
11. Remake the bed with a clean mattress pad, linens, and bedspread
12. Report and damage promptly linens and bedspread
Dust High Places
1.
2.
3.
4.
5.
6.
Clean Lights
1.
2.
3.
4.
5.
6.
Remove draperies that need professional dry cleaning from drapery rods
Label draperies by room number and send them to be dry cleaned
Place hooks in a sealable bags
To remove dust, vacuum draperies from the top down. Get into the folds, and
clean the back.
5. Wipe vinyl draperies with a damp cloth
6. Dust sheers often
7. Inspect and clean pulls, hooks and rods
8. Use a scrubber and window cleaner to clean grease marks and grime from
windows
9. Work from the top down in an S pattern with a squeegee
10. Wipe window frames with a damp cloth
11. Hang replacement draperies
16. Determine the proper load by weight. Sheets are not all the same size and weight.
Towels vary by size, manufacturer, thread count and type of fabric. Blankets may be
thick or thin, etc. The only accurate way to determine the correct load is by weight.
Helpful Hints
Bathroom:
1. For heavily stained tubs, use a mixture of peroxide and cream of tartar. Make a paste
and scrub vigorously with a small brush. Rinse thoroughly.
2. If stains persist, spread the above mixture over stains and apply a drop or two of
household ammonia. Allow to set for two hours before scrubbing. Rinse thoroughly.
3. Light stains can often be removed simply by rubbing with a cut lemon.
4. For dark stains, especially rust, rub with a paste of borax and lemon juice.
5. To brighten up a bath tub or tile which has "yellowed", rub with a solution of salt and
turpentine.
6. To prevent mildew, soak shower curtains in a solution of salt water before using the
curtain ( cup salt to 4 gallons water).
7. To remove mildew from small areas in the shower, shower curtains, etc. use baking
soda or a solution of one part Clorox to one part water (spray, soak, and wipe dry).
8. For stubborn stains on light coloured shower curtains, wash in a salt water solution
followed by a rubdown with lemon juice.
9. To remove cigarette burns from a tub edge or vanity, spray with WD40 oil, let soak,
and wipe off. If scarred, sand with a mixture of WD40 oil and cigarette ash.
10. Mildew can be loosened from tub grout by spraying with bleach and letting it sit for
10-15 minutes before scrubbing.
11. Keep chrome shiny by spraying a solution of vinegar and water (equal parts) on
fixtures. Lime deposits and water spots will wipe off after a few minutes.
12. Reduce mildew growth in tubs by centring the shower curtain on the rod leaving
both ends open for air to circulate.
13. Automatic dishwasher detergent will remove dirt from built in skid pads/strips in
tubs. Mix a half cup of detergent in enough hot water to just cover the bottom of tub.
Scrub. Rinse.
14. Severe stains on porcelain can be removed with a pumice stone. This will also
remove rust stains and some hard water stains.
15. Refinish burns on plastic and fibreglass with a fine auto rubbing compound, or try
Topal toothpaste.
16. Clean shower heads that are clogged with lime deposits by placing them in a tub of
boiling water and a half cup of vinegar.
17. To eliminate soap film on shower walls, spray with a solution of vinegar and water.
Dry thoroughly.
18. Wash clean rags (sheets) with shower curtains.
19. To protect chrome plumbing fixtures, polish with a "boat polish" that can be
obtained at boating stores, very helpful in areas near salt water.
20. To remove "lime" rings from toilets, brush with a toothbrush using toothpaste.
21. To remove "lime" deposits from the hinge area of toilets, use the same procedure.
22. To remove solidified hairspray spots from mirrors, spray hairspray onto affected
area, leave on only 5-10 seconds, then wipe off with a warm, damp cloth.
23. Again for hairspray on mirrors, use a "Soft Scrub".
24. To remove build-up from plumbing fixtures use a toothbrush, brush, and then polish
with a product called "Flitz" available from auto-part stores (Flitz is used on
Automotive chrome).
25. To prevent the appearance of drip marks on bath tile and fibreglass enclosures for
tubs, clean from the bottom up instead of from the top down.
26. To return tub's lustre (one that is now discoloured) try a mixture of peroxide and
cream of tartar, mix to a paste, place on a buffer head and buff out. This procedure
can only be used on white tubs as the peroxide will bleach out the tub.
27. To remove "yellowing" from plastic light covers, toss in pool in the early morning
and leave for approximately one hour, retrieve and wipe down.
28. An excellent idea that has proved very helpful in removing hair from tubs, sinks,
vanities, and toilets, or any surface is the following: have housekeeping clean
bathroom first, room second, then when going back to the bathroom to check it, use
a section of an old bed pad (the fuzzy type), keep it dry, rub fast between hands to
cause static, wipe all surfaces in a dry bathroom, the hair will cling to the bed pad,
these must be used dry and a new one needs to be used for each room, may
properties are using these with very good results.
29. Ink marks can be removed from towels by spraying with hairspray, rubbing and
washing.
30. For stained non-skid tub strips, use a white wall tire cleaner available from
automotive stores.
31. You know those "cream" colour wall fans in bathrooms that many properties have a
problem finding replacement dust filters for, well Florida Polymers has
replacements, and they can be reached at-1-800-327-7175.
32. To remove non-skids strips from tubs, use "rust" remover, they should come right
off.
33. Stains on non-skids can be removed by using a combination of lemon and lime juice,
spread, leave on for five minutes, then rinse off.
34. For stubborn cigarette stains on tubs and vanities, try using an item called "Jewellers
Rouge" (available from wholesale jewellers supply houses), use a small amount and
rub on affected area, may have to experiment with this one first.
35. For burns in fibreglass, WD40 Oil will take out a yellow stain, may need to follow-up
with a very light sand paper.
36. Smell on new shower curtains: Soak in salt water for 15 minutes prior to installing.
37. To indicate that the bathroom has been cleaned, fold toilet tissue to a point and
emboss with name of property.
38. Severe stains on porcelain can be removed with a product called "Pumice Blue" a
mixture of powdered pumice stone and detergent.
39. Noisy vent fans can be remedied by placing a rubber faucet washer between the
motor mounting bracket and the point where it attaches to the vent pipe.
6. To rid plastic white or slightly off-white lamp shades of stains try this: Fill a laundry
hamper with warm water and add gallon of Clorox (may need to experiment with
ratios), dip shades in Clorox for 30 minutes, allow to dry then re-install.
7. Another idea on getting stains off lamp shades, one of the properties has rather
unique idea: Toss them in the pool in the morning and retrieve 30 minuets later,
allow to dry on the pool deck before re-installing.
8. To remove spots from furniture and carpet try "Windex" and a damp cloth.
9. To prevent desk chairs from marring desk or chair itself, install two matching self
adhesive squares of rubber onto desk at point of impact by chair.
Spot and Odour Removers:
1. Nail polish remover will remove tar and grease from white shoes, carpets, etc.
making it an excellent spot remover, however the basic ingredient for many
commercial spot removers is two parts water to 1 part rubbing alcohol, so make your
own.
2. For a nicer aroma, place a fabric softener sheet in the waste paper basket.
3. A way to kill "stuffy" odours is to place two drops of wintergreen oil, spearmint oil
(available at drug stores) on a cotton ball and place out of sight in each room. It will
last for months.
4. To sweeten the odour in carpets, sprinkle baking soda on the carpet and brush in. Let
it stand for thirty minutes to one hour, vacuum the carpet thoroughly.
5. To keep rooms smelling fresh in the winter, attach a fabric softener sheet in front of
the fan in a HVAC unit.
6. Speaking of filters, to clean out the dust accumulation on the round (half circle)
filters, some properties place them in the toilet, and "flush" out the dust, also some
properties clean them in the tub.
7. A small cup of vinegar placed in an out of sight spot in the room will also absorb
odours, i.e. smoke, pet odours for about two weeks at a time.
8. To freshen drapes and bedspreads after a heavy smoker or animal has occupied the
room, simply throw them in a dryer. Moisten a washcloth with fabric softener and
(cool) air fluff together for 30 minutes.
Pest Control:
1. A one pound can of boric acid compound can effectively keep a house free of
cockroaches for a year. Simply sprinkle it in cracks, crevices, under sinks, and other
dark places. Boric acid will not repel the pests so they keep going back into it over
and over again, until they die. For quick relief, spray with a pesticide and after a few
days start using the boric acid.
2. Salt, sprinkled in carpets or in open containers placed in out of the way corners, will
drive fleas out of a room, house, or off of your favourite pet.
General Hints:
1. To remove sticky residue left from decals and stickers on mirrors and glass, apply
nail polish remover or lighter fluid.
2. Vacuum cleaners can damage walls, furniture, and baseboards. Prevent this by
placing a two inch strip of carpet around the vacuum's base in a headband-like
fashion.
3. For faded metal entrance doors, try waxing with a car wax with sunscreen.
4. After grouting bathtubs, wipe with a sponge dampened with Thompsons water seal.
5. Close the drapes on the sunny side of the building to eliminate fading and the rooms
will be easier to cool.
6. Rotate mattresses every three months. Rooms with two beds switch the top
mattresses. The life of the mattress will be longer.
7. To repair peeling wall vinyl, have each housekeeper carry a glue stick to make
repairs.
8. Handicap room idea: due to the entry door handles, "do not disturb" signs have a
habit of falling off, one property attached small magnets to the sign so that they can
stick to the door on the lock handle.
9. For motor oil stains on walkways and pavement: use trisodium phosphate (TSP),
heavy duty, wear gloves, sprinkle on oil, add water to activate, let sit for one hour,
keep wet, may need to scrub. Rinse...will leave a white residue but it will go away.
10. One property had great success removing stains from walkways by pouring bleach on
walkways, scrubbing with a stiff broom and then rinsing. Be careful to avoid getting
water run-off on grass or landscaping.
11. For pool furniture, a couple of properties have reported using "E Z Off Oven
Cleaner". Spray on, allow to sit for 10-45 seconds, wipe off, rinse three times fully,
gloves/mask may be needed, required to complete in fully vented areas. Should
remove suntan oil stains, scuff marks. Should not be used on any painted areas. Will
need to experiment with this one. One place reported leaving it on too long and
having it eat through the plastic.
12. Many properties have reported placing their pool furniture in the pool overnight,
removing it the next morning and wiping it down. The chemicals in the pool do the
work overnight.
13. When flipping mattresses sprinkle a small amount of baby powder or baking soda to
freshen.
14. To remove gum, peanut butter or hair spray.
15. For cleaning glass coffee pots such as those used in room for coffee makers and in
the coffee shop, allow to cool, fill with a mixture of ice cubes and salt, allow to stand
on hour, then wash. The mixture will aid in cutting through any build-up on the
glass.
16. To prevent hair on bedspreads when changing bedspreads or making beds, always
remember to place bedspreads on a table or chair, not on the floor.
17. To protect both the contents of the room and the housekeeper, block the entrance to
the room being cleaned with a housekeeping cart.
18. Clean ear pieces on phones with alcohol swabs available from medical outlets. The
alcohol will give the phone a pleasant sterile smell.
19. Toilet rolls, short rolls, use in employee restrooms instead of throwing out.
20. To extend the life of costly mattresses when doing a mattress rotation, also rotate the
box spring. Box springs get wear zones just like mattresses and after a while start to
"crush".
21. You know those TV control panel doors that will not close, stick on a Velcro round to
both sides, that should work.
22. To remove hair from bed pads (the fuzzy ones) try applying two sided duct tape to a
plain roller. After removing the blanket and sheets, roll this over the pad, the hair
will stick to the tape.
23. When installing or replacing mirrors, shellac the backs to slow down silver
deterioration.
24. Clean telephone mouthpiece by unscrewing and placing in a bucket of warm water
and lemon juice. Before re-installing spray with alcohol and wipe, will give a very
clean impression to your guests.
25. To give a better impression of the guest room upon entry by guests to the room for
the first time, place the wastebasket on the other side of the credenza. No one likes to
see a wastebasket as soon as one enters the room.
Laundry Stains:
1.
2.
3.
4.
5.
Our Hotel
Our Address, Our City, Our Province, Our Postal Code
Date
Signed
I, ____
, have read and fully understand the Policy and safe operating
procedures described in Housekeeping Manual. I also clearly understand my responsibilities as
an employee and will do everything in my power to create a safe and healthy work environment
for all.
Employee Signature
Date
Managers Signature
Date