Servicing Bedrooms

Training Manual Servicing Bedrooms Part 1 Contents

Trainee Information 3

Certificate of Completion 4

Introduction 5

The Role of Housekeeping 6

Preparation is the Key 7

Materials for Cleaning 8

First entrance into Guest Bedroom 9 - 10

Self Assessment Test 11

2 Training Manual

Title of Training Manual

This Manual is designed to provide you, the employee, with a full knowledge of the procedures associated with cleaning guest bedrooms. You will be provided with a checklist to enable you to complete all your tasks efficiently and with speed.

Trainee Information

Name: ______

Manager: ______

Training Commenced: ______/ ______/ ______(DD/MM/YYYY)

Training Completed: ______/ ______/ ______(DD/MM/YYYY)

Assessment Completed: ______/ ______/ ______(DD/MM/YYYY)

3 Certificate of Completion

I ______(Manager/Supervisor) hereby certify that

______(Employee Name) has successfully completed their training in “Servicing Guest Bedrooms” and is fully qualified under the requirements of the establishment in which they are employed herewith.

______(Signature of Manager/Supervisor)

______Date

______(Signature of Trainee)

______Date

Congratulations!

Introduction

Maintaining guest comfort and satisfaction is key, especially in the servicing of guest bedrooms. It is important to understand the aspects of hygiene, cleanliness and organisational standards, in order to ensure the highest standards of service.

This manual will show you the correct procedures associated with the correct way to approach guest bedrooms prior to cleaning, the importance of using the correct equipment and materials, and many other things besides.

When interacting with customers, it is also important to remember to act in a courteous and respectful manner. You will be expected to carry out your duties in an organised and efficient manner, ensuring the highest standards of service.

5 The Role of Housekeeping

Room Attendant / Housekeeper

It is important that you understand the important role you play within the organisation. You will have visible contact with guests and are responsible for providing comfortable and clean rooms. This is essential to the comfort of each guest and your role is an essential element of each guests stay at the hotel. The role of the Room Attendant is as important, if not more, than any other in the organisation, as you have direct contact with each guest.

Your appearance and personal hygiene must be of the highest standards. A professional appearance must be maintained at all times, this is due to the fact that you are in constant contact with guests. Because of the visibility of your role, you must maintain a smart appearance at all times.

Team work is essential in every department, and housekeeping is no different. In order to provide a good quality service it is essential that each staff member performs their duties to the best of their ability and to the required standards. If you excel in your duties, this will reflect excellently on the company and on yourself.

Remember, you will be constantly in contact with guests, so you need to be aware of all the organisations procedures for meeting and greeting guests, and also how to respond to each request as it is presented to you. If in doubt, speak to your immediate supervisor.

6 Preparation is the key

Once you have reported for duty, it is essential that you are fully prepared for your duties prior to commencing the cleaning of guest bedrooms. Use the following checklist to prepare for your day ahead, and ensure that your trolley is full with all required supplies. Add to, or omit, items that you may need in addition to those listed:

Extra Supplies for Room  Clean bath towels, hand towels, bath mats and face cloths  Clean duvet covers, sheets, and pillowcases  Supplies of toilet rolls, tissues & soap  Extra toiletry supplies, as stated by the company guidelines e.g. specialist body lotions, shower caps, etc.  Extra supplies, as stated by the company guidelines e.g. light bulbs, drinking glasses, cups, etc.

Cleaning Equipment & Materials  Vacuum Cleaner  Toilet cleaner  Air freshener  All purpose cleaner  Glass cleaner for mirrors & inside of windows  Rubbish bags and bin liners  Mop, sweeping brush, etc  Dusters or feather dusters (excellent for reaching difficult places!)  Extra cloths for wiping, drying & polishing  Protective gloves (it is important that your hands are protected from detergents)  Bucket if required  Relevant documents (room cleaning report, linen control sheets, etc)

7 Materials for Cleaning

There are many types of cleaning materials used in the day to day cleaning of guest bedrooms. Some of these are listed below:

General Purpose Cleaners These are cleaners that are used to clean a wide variety of surfaces including showers, basins, outside of toilets, floors, etc. These type of cleaners are usually concentrated and need to be diluted with water to adapt to each cleaning need. When diluted correctly there is no damage to surfaces. Each detergent’s strength is measured by its pH, therefore the majority of general purpose cleaners have a neutral pH of 7.

Acid Detergents These type of detergents are mostly used for cleaning the inside of toilets, or the removal of stains and limescale. These detergents are usually acid based and therefore have a pH of 1-6. The use of rubber gloves is essential when using these types of detergents as they can harm the skin and other surfaces, therefore always use with caution. Also, never use or mix with other chemicals as harmful gases or reactions can result.

Alkaline Detergents The majority of these cleaners are used for more specialised tasks, such as paint stripper or stripping polish from floors. Their pH is 8-13 and need to used carefully as they can cause damage to surfaces and are corrosive.

Abrasive Cleaners These type of cleaners need to be used carefully as can easily scratch some surfaces, such as marble, plastic, wood, etc. This is due to their contents of finely ground minerals e.g. chalk, sand, designed to scrub away dirt. Check the labels for correct usage. They are used mainly for cleaning enamels and ceramics e.g. sinks, toilets, etc.

Air Fresheners There are many different types of air fresheners, which are used to freshen rooms and bring a fresh and fragrant feel to the room.

8 First Entrance into Guest Bedrooms

Approaching the guest bedroom  Your role as room attendant begins as soon as you approach the guest’s room. It is essential that you follow company procedure to ensure that each guest is made to feel welcome and not inconvenienced at any time. Respect must be shown at all times.

“Do not Disturb”

 If a ‘Do Not Disturb’ sign is on the door, do not knock, but leave the room and make a record for your supervisor.

Knock and enter

 If there is no sign on the door, knock on the door three times and announce in a loud, clear voice, “Housekeeping”.

Guest answers

 If you knock and the guest answers, smile and introduce yourself. Ask the guest what time would be convenient to clean the room. Note the time on your status report or schedule, and return later at the time stated. First Entrance into Guest Bedrooms cont…

9 If there is no answer

 If no answer is heard, knock again and repeat in a loud voice, “Housekeeping”  If you still receive no answer, open the door a little and repeat “Housekeeping”. This is to make sure a guest is not sleeping or using the bathroom.  When you are satisfied that the room is unoccupied, position your trolley/cart in front of the door, or close to the wall at the side of the door, leaving the door open. Begin cleaning.

Guest returns during cleaning  Speak to the guest and offer to return later.  Make sure that you check the guest’s card or key to verify the correct room.

10 SELF ASSESSMENT TEST

The following test is designed to assist you in remembering all the things you have learnt in this Training Manual.

1. Why is it essential to be prepared before starting your duties? ______

2. Name several types of materials you will need prior to commencing your duties? ______

3. Name the different types of detergent used in cleaning? ______

4. What are General Purpose Cleaners used for? ______

5. How do you approach a guest bedroom prior to cleaning? ______